Erhalten Sie neueste Informationen von Experten, Analysten und Kunden

Webinar für Analysten Webinar zum Contact Center-Leitfaden für Kunden 2021 [cutoff co_thick="2px"][webinarschedule]Die Technologie entwickelt sich weiter – auch wenn die Welt die Pandemie hinter sich lässt. Mit den dramatischen Veränderungen in der Branche Schritt zu halten und gleichzeitig Prioritäten, Budget und Ressourcen im Gleichgewicht zu halten, ist eine Herausforderung – aber nicht unmöglich. Seien Sie am 19. Januar mit dabei, wenn wir die für 2021 prognostizierten Top-Trends analysieren und einige praktische Ratschläge geben, wie wir diese Veränderungen in diesem Jahr und darüber hinaus bewältigen können. Auf der Tagesordnung: Identifizieren und priorisieren Sie die grundlegenden Funktionen für moderne Contact Center Erfahren Sie mehr über die treiben Kräfte, die den Wechsel zur Cloud notwendig machen Erfahren Sie, warum große Analysten jetzt nur noch Contact Center-Lösungen in der Cloud in Betracht ziehen Stellen Sie eine Anleitung dazu bereit, worauf bei einer Produkt-Roadmap zu achten ist Ganz gleich, ob Sie aktiv nach einer Contact Center-Lösung in der Cloud suchen oder einfach nur Markttrends im Blick behalten möchten – diese Session wird sich für Sie lohnen.[cutoff co_thick="2px"]1 00:00:08,930 --> 00:00:12,390 Good morning, evening and afternoon, everyone. This is Josh Reed 2 00:00:12,390 --> 00:00:14,760 from the Digital Events team here at Genesys, and let 3 00:00:14,760 --> 00:00:16,820 me start by saying welcome and thank you all for 4 00:00:16,820 --> 00:00:22,300 joining this 2021 Contact Center Buyers Guide Webinar. As I 5 00:00:22,300 --> 00:00:24,330 usually do, I want to take a few minutes here 6 00:00:24,330 --> 00:00:26,870 in the beginning to go over a few housekeeping items 7 00:00:26,870 --> 00:00:29,260 to ensure that you have the best experience viewing today's 8 00:00:29,260 --> 00:00:33,500 presentation. First off, if you do experience any problems or 9 00:00:33,950 --> 00:00:36,960 issues viewing or listening to today's presentation, do me a 10 00:00:36,960 --> 00:00:39,480 favor and refresh your browser and make sure that it 11 00:00:39,480 --> 00:00:42,410 is indeed up to date. It also might help to 12 00:00:42,410 --> 00:00:45,170 switch over to something like Chrome or Firefox as well, 13 00:00:45,310 --> 00:00:47,490 as these are the best browsers to support the webcast 14 00:00:47,490 --> 00:00:51,330 platform. Also note that if you're having trouble seeing any 15 00:00:51,330 --> 00:00:53,670 of the content on the slides, you do have the 16 00:00:53,670 --> 00:00:56,350 ability to enlarge that slide window by dragging any of 17 00:00:56,350 --> 00:00:58,520 the corners or hitting the full screen button to the 18 00:00:58,520 --> 00:01:03,740 top right. Also note that this webcast is designed to 19 00:01:03,740 --> 00:01:06,270 be an interactive experience between you and our presenters today, 20 00:01:06,550 --> 00:01:08,570 so at any time during the webcast you can submit 21 00:01:08,570 --> 00:01:12,090 your questions into the Q& A window below the slide, and 22 00:01:12,090 --> 00:01:13,680 we'll get to as many as we can during our 23 00:01:13,680 --> 00:01:16,420 live Q& A at the end of the presentation. However, 24 00:01:16,420 --> 00:01:18,620 sometimes time gets away from us and if that does 25 00:01:18,620 --> 00:01:21,180 happen and we don't answer your question aloud, we'll just 26 00:01:21,180 --> 00:01:23,410 follow up with you via email within the next few 27 00:01:23,410 --> 00:01:28,030 business days. Please note that this is indeed being recorded, 28 00:01:28,030 --> 00:01:29,580 so if you have to jump to another meeting or 29 00:01:29,580 --> 00:01:31,740 anything like that and you miss part of the presentation, 30 00:01:31,740 --> 00:01:33,780 that's okay, you're going to receive a link to the 31 00:01:33,780 --> 00:01:36,830 on- demand recording via email from ON24 within the next 32 00:01:36,830 --> 00:01:40,100 few business days. I'll also encourage you to feel free 33 00:01:40,100 --> 00:01:42,240 to go ahead and click that link in the resource 34 00:01:42,240 --> 00:01:45,630 box below the slides as well, next to the Q& A window and that'll 35 00:01:45,630 --> 00:01:47,520 open up in a new tab in your browser, and 36 00:01:47,520 --> 00:01:50,110 that's going to expand on today's topic on the context 37 00:01:50,110 --> 00:01:54,870 in our buyer's guide. Lastly, we welcome and appreciate your 38 00:01:54,870 --> 00:01:57,380 feedback, so you'll have the opportunity to fill out a short 39 00:01:57,380 --> 00:01:59,150 survey that's going to show up at the end of today's 40 00:01:59,150 --> 00:02:01,960 presentation. That survey can be found at the last icon 41 00:02:01,960 --> 00:02:04,590 below, but it's going to allow us to tailor these 42 00:02:04,590 --> 00:02:06,960 presentations to exactly what you want to hear in the 43 00:02:06,960 --> 00:02:13,350 future of Genesys webinars. Like I said, short and sweet. Today 44 00:02:13,350 --> 00:02:16,200 we have two excellent presenters excited to analyze the top 45 00:02:16,200 --> 00:02:19,960 trends predicted for 2021 and provide some practical advice on 46 00:02:19,960 --> 00:02:23,130 navigating these changes in the new year and beyond. I'm 47 00:02:23,130 --> 00:02:26,070 happy to introduce to you Sheila McGee- Smith, the founder 48 00:02:26,070 --> 00:02:29,040 and principal analyst to McGee Smith Analytics as well as 49 00:02:29,040 --> 00:02:31,930 Janelle Dieken, the senior vice president of content marketing here 50 00:02:31,930 --> 00:02:34,560 at Genesys. With that being said, I'm going to hand 51 00:02:34,560 --> 00:02:37,490 things over to Sheila to kick us off. Sheila, the 52 00:02:37,490 --> 00:02:41,920 floor is yours. Thank you, Josh, and nice to be 53 00:02:41,920 --> 00:02:45,280 working with you again, Janelle. Likewise. Happy new year, everyone. 54 00:02:46,460 --> 00:02:48,470 I may not be your first Genesys webinar, but it's 55 00:02:48,470 --> 00:02:51,810 my first Genesys webinar for 2021, so what the heck. 56 00:02:53,330 --> 00:02:58,070 Before we dive into 2021, I thought we'd step back 57 00:02:58,070 --> 00:03:03,410 just a little to 2020. As we moved into 2020, 58 00:03:03,920 --> 00:03:08,550 the predictions then were an increased need for digital engagement 59 00:03:11,690 --> 00:03:16,060 and ways that we could integrate digital engagement with live 60 00:03:16,060 --> 00:03:19,970 agents because just more and more were looking for those 61 00:03:20,460 --> 00:03:26,700 digital channels. Virtual bots, virtual agents, whatever we call them, 62 00:03:26,760 --> 00:03:32,040 intelligent virtual assistants, other types of artificial intelligence and machine 63 00:03:32,040 --> 00:03:37,910 learning, we're primarily in the investigation and early adopter phase. 64 00:03:37,910 --> 00:03:41,070 So there's some people trying it for small use cases, 65 00:03:41,180 --> 00:03:44,660 but it's still very early stages. The move to the 66 00:03:44,660 --> 00:03:50,150 cloud was increasingly being considered to be inevitable, but for 67 00:03:50,150 --> 00:03:53,760 a lot of companies it was still allowing for a 68 00:03:54,370 --> 00:03:58,270 one to three- year planning cycle, there was no immediacy 69 00:03:58,270 --> 00:04:02,320 around it. If you think about it, just a year ago UCaaS 70 00:04:03,130 --> 00:04:05,920 as a service and Contact Center as a service were 71 00:04:05,920 --> 00:04:11,290 generally considered to be separate decisions. Sometimes those were being 72 00:04:11,290 --> 00:04:13,870 made together, but more often than not those were separate 73 00:04:13,870 --> 00:04:22,060 decisions. When companies thought about APIs and platform features for 74 00:04:22,060 --> 00:04:27,790 their contact centers, those were considered possibilities that might become 75 00:04:27,790 --> 00:04:32,350 relevant in the future and were worthy of investigation, but 76 00:04:32,350 --> 00:04:34,890 it wasn't a, " Oh my gosh, what does my vendor 77 00:04:34,890 --> 00:04:39,720 have there?" Kind of a thing yet. As we then 78 00:04:39,720 --> 00:04:44,520 flash forward to 2021, and not to that but to 79 00:04:44,520 --> 00:04:52,910 2021, what happened? What happened during 2020 is that the 80 00:04:52,910 --> 00:04:55,150 things that we were worried about, the things we were 81 00:04:55,150 --> 00:05:00,560 thinking about, didn't change as much as the immediacy changed. 82 00:05:00,660 --> 00:05:04,870 It was the timing, the urgency, that changed. So the 83 00:05:04,870 --> 00:05:08,500 same things are in the word cloud, but suddenly there's 84 00:05:08,500 --> 00:05:12,750 an increased need for digital engagement methods that are unified 85 00:05:12,750 --> 00:05:17,950 with voice agent capabilities, because of everyone, every business having 86 00:05:17,950 --> 00:05:21,930 to move to eCommerce, because of shelter- in- place orders 87 00:05:22,050 --> 00:05:27,180 sent agents home, kept people home and as we're seeing 88 00:05:27,180 --> 00:05:34,040 now in 2021, continues to cycle as geographic areas, as 89 00:05:34,390 --> 00:05:38,920 municipalities and countries come in and out of lockdown states. 90 00:05:39,500 --> 00:05:43,540 So what was nice to have a year ago is 91 00:05:44,060 --> 00:05:47,890 the only way we can do business in 2021. The 92 00:05:47,890 --> 00:05:52,560 rise in remote agents also put our new focus on 93 00:05:52,560 --> 00:05:56,940 workforce engagement management because now, all the things that we 94 00:05:56,940 --> 00:05:59,530 used to be able to do with agents in place 95 00:05:59,880 --> 00:06:03,060 in the office, things like how we hire, how we 96 00:06:03,060 --> 00:06:07,490 support the agents, how we coach and train them, now 97 00:06:07,490 --> 00:06:10,220 we have to figure out how to do that remotely. 98 00:06:11,270 --> 00:06:13,920 A lot of times, some of those tools are embedded 99 00:06:13,920 --> 00:06:18,460 in workforce engagement management solutions that companies may have had 100 00:06:18,470 --> 00:06:20,850 in the solutions they have, may have had those options, 101 00:06:21,050 --> 00:06:23,820 but never really deployed them. A great example, I think, 102 00:06:23,820 --> 00:06:30,010 is gamification. The adoption rate of gamification coming into 2020 103 00:06:30,470 --> 00:06:34,520 was relatively low, and suddenly that was the kind of 104 00:06:34,520 --> 00:06:37,900 application that companies realized, " This is going to help me with 105 00:06:37,900 --> 00:06:40,570 my agents. This is going to help me with agent 106 00:06:40,690 --> 00:06:44,830 engagement, it can also help with coaching, there's a lot 107 00:06:44,830 --> 00:06:48,350 of different elements." So again, something that was important, it became 108 00:06:48,350 --> 00:06:56,080 more important. Virtual agents, bots, AI, were often fast tracked 109 00:06:56,170 --> 00:07:01,940 to handle what became unheard of interaction demand. I mean, 110 00:07:01,940 --> 00:07:05,070 I'm always drawn to the case that Janelle is going 111 00:07:05,070 --> 00:07:08,170 to talk about, one of these case studies later on in the 112 00:07:08,170 --> 00:07:14,270 hour, of millions of people going on unemployment and hitting 113 00:07:14,620 --> 00:07:19,760 unemployment contact centers that were simply unprepared and unable to 114 00:07:19,760 --> 00:07:22,930 handle the sheer volume. And just the quickness with which 115 00:07:22,930 --> 00:07:30,020 companies and governments installed chat bots and voice bots to 116 00:07:30,020 --> 00:07:32,400 be able to answer those interactions, which is something that 117 00:07:32,400 --> 00:07:35,470 happened much more quickly than anybody would've thought a year 118 00:07:35,470 --> 00:07:41,230 earlier. Then, with respect to platform and APIs, I think 119 00:07:41,230 --> 00:07:47,130 the ability to quickly redesign and customize customer experience became, 120 00:07:47,130 --> 00:07:51,960 again, more of a necessity because what platform and API 121 00:07:52,020 --> 00:07:56,050 allows you to do, is to drive down into the 122 00:07:56,050 --> 00:07:59,650 business operation, the ability to make the kind of changes 123 00:07:59,820 --> 00:08:04,470 that might be required by rapidly changing conditions. And with 124 00:08:04,940 --> 00:08:08,380 what's going on, conditions are changing all the time. Great 125 00:08:08,380 --> 00:08:13,150 example, my in- laws live in South Carolina, they opened 126 00:08:13,150 --> 00:08:16,280 up the ability to sign up for vaccines last week, 127 00:08:16,550 --> 00:08:20,950 they're both well into their 90s and they both signed 128 00:08:20,950 --> 00:08:25,550 up, all good. Lot of remote help by their daughter- 129 00:08:25,550 --> 00:08:28,880 in- law, but they signed up. And then, this morning 130 00:08:28,880 --> 00:08:31,920 get a call to say, " We no longer have a 131 00:08:32,210 --> 00:08:35,960 supply of vaccines so we're going to have to reschedule." So 132 00:08:35,960 --> 00:08:39,980 things that even were taking one interaction, the email interaction 133 00:08:40,030 --> 00:08:43,410 setup, now there's phone calls that have to happen because 134 00:08:43,740 --> 00:08:47,770 supplies aren't in, so just the requirement to be able 135 00:08:47,770 --> 00:08:51,260 to change things quickly and driving that down to the 136 00:08:51,260 --> 00:08:54,940 contact center and not requiring IT, again, much more of 137 00:08:54,940 --> 00:08:58,020 a need today than we saw even a year ago. 138 00:09:00,370 --> 00:09:02,820 So we're going to go to our first poll, Janelle, and we're 139 00:09:02,820 --> 00:09:05,420 going to ask all of you, this is the first 140 00:09:05,640 --> 00:09:08,290 of three polls that we're going to do. We're going 141 00:09:08,290 --> 00:09:13,210 to ask, " What is your strategy for using cloud technology 142 00:09:13,210 --> 00:09:18,700 to support customer experience?" Are using Contact Center as a 143 00:09:18,710 --> 00:09:24,710 Service? Do you have a private cloud? Are you today 144 00:09:24,760 --> 00:09:31,690 combining clouds application with on- premises or hosted solutions? Are 145 00:09:31,690 --> 00:09:35,140 you on- premises, and there's certainly a lot of companies 146 00:09:35,140 --> 00:09:39,420 whose contact centers remain on- premises, or are you in 147 00:09:39,420 --> 00:09:44,850 an evaluation stage? We're hoping we caught all the choices 148 00:09:44,850 --> 00:09:49,960 there, we will work on the choices because that was part of this. So 149 00:09:49,960 --> 00:09:52,860 I'm going to ask you, Janelle, what do you think 150 00:09:52,860 --> 00:09:57,010 is going to come in as number one? Well, I think 151 00:09:57,010 --> 00:09:59,790 it depends on who our audience is today. I think 152 00:09:59,790 --> 00:10:03,310 if it's a lot of small, mid- size companies, we'll 153 00:10:03,310 --> 00:10:06,480 see a vast majority on the first. But larger enterprise, 154 00:10:06,480 --> 00:10:09,350 here at Genesys, we're seeing a bit of mixed bag 155 00:10:09,600 --> 00:10:13,870 with multi cloud options that provide that flexibility of cloud 156 00:10:13,870 --> 00:10:18,940 with that range of control that companies are still comfortable 157 00:10:18,940 --> 00:10:21,760 with. I think there could be more options if you break out 158 00:10:22,000 --> 00:10:26,810 what's customer operated, we see some going system- integrated operated 159 00:10:26,810 --> 00:10:32,370 but customer owned and managed, so it'll be interesting. I 160 00:10:32,370 --> 00:10:34,870 think we'll see a mixed bag but I'm placing my 161 00:10:34,870 --> 00:10:39,350 bets majority on A, what do you think, Sheila? Its 162 00:10:39,350 --> 00:10:43,620 interesting when I think about some of my analyst colleagues 163 00:10:43,680 --> 00:10:46,530 and the reports that are written about the contact center 164 00:10:46,530 --> 00:10:49,990 market. One of the leading analyst firms has decided that 165 00:10:49,990 --> 00:10:52,580 Contact Center as a Service is the only thing we need 166 00:10:52,580 --> 00:10:56,630 to look at, that's all there is. I think what 167 00:10:56,630 --> 00:10:59,640 we're going to find here, is that the whole world 168 00:10:59,640 --> 00:11:02,290 doesn't think the same way as they do, that there 169 00:11:02,530 --> 00:11:07,090 are people who are on lots of different types of 170 00:11:07,090 --> 00:11:11,900 systems. Where that might be an end goal, Contact Center as 171 00:11:11,900 --> 00:11:15,160 a Service, that end goal could be 10 years away 172 00:11:15,250 --> 00:11:18,370 for a lot of businesses. Let's see what our audience 173 00:11:18,370 --> 00:11:24,060 has to say, drum roll. Look at that! You win 174 00:11:24,060 --> 00:11:30,960 there, 45% are on Contact Center as a Service- Yeah, the 175 00:11:30,960 --> 00:11:34,700 majority, it's interesting to see hybrid. We see that, too, 176 00:11:34,700 --> 00:11:38,660 as a stepping stone along the way, to grab that 177 00:11:38,660 --> 00:11:43,550 innovation while still leveraging existing investments, so that's interesting to 178 00:11:43,550 --> 00:11:46,400 see and quite a few on the phone still evaluating 179 00:11:46,400 --> 00:11:50,560 so hopefully they can capture some of the lessons from 180 00:11:50,560 --> 00:11:54,830 the case studies ahead, too. Yeah. I guess I'm even 181 00:11:54,830 --> 00:11:59,900 a little surprised that they're still evaluating, that it's that high, 182 00:11:59,900 --> 00:12:03,500 it's actually our number two response. But like you, not 183 00:12:03,620 --> 00:12:08,560 surprised with hybrid, on- premise is so low. Yeah. So 184 00:12:08,560 --> 00:12:13,330 even though we know that about 75% of agents, as 185 00:12:13,330 --> 00:12:17,190 we enter 2021, are still served by a premises- based 186 00:12:17,190 --> 00:12:22,600 contact center, just by the numbers, most of those companies 187 00:12:22,600 --> 00:12:26,370 are looking at options. They're either evaluating or they've done 188 00:12:26,370 --> 00:12:30,140 some hybrid, and hybrid can really broad, right? It could mean 189 00:12:30,140 --> 00:12:33,000 I have Contact Center as a Service for contact center, 190 00:12:33,400 --> 00:12:37,300 but I'm still doing premises for workforce management, so hybrid 191 00:12:37,300 --> 00:12:40,260 is going to be a very common choice, as we see. So good 192 00:12:40,260 --> 00:12:42,960 data, that's why we like to ask the audience, excellent. 193 00:12:43,240 --> 00:12:48,760 Thank you, audience. So, moving on. So, one of the things that we talked about 194 00:12:49,510 --> 00:12:51,860 that was present in 2020, which was the need for 195 00:12:51,860 --> 00:12:57,840 digital engagement, and persists even more strongly in 2021 is 196 00:12:57,840 --> 00:13:02,670 this notion of digital and digital- first and digital- everything, 197 00:13:03,070 --> 00:13:08,830 but I'm going to start with the retail apocalypse. We 198 00:13:08,830 --> 00:13:14,330 saw so many retailers go out of business in 2020, 199 00:13:14,650 --> 00:13:18,700 but in reality the demise of retail started 10 years 200 00:13:18,700 --> 00:13:22,300 ago. You can almost tie it a little bit to 201 00:13:22,550 --> 00:13:26,770 the birth of eCommerce in that period. So the store 202 00:13:26,770 --> 00:13:31,780 closings started back in 2010 in Toys R Us and 203 00:13:32,120 --> 00:13:35,570 companies like that. Part of it was a shift in 204 00:13:35,570 --> 00:13:42,860 consumer habits; experience spending versus buying things, and you're nodding, 205 00:13:42,870 --> 00:13:45,710 Janelle, and I know it impacted the way I lived 206 00:13:45,710 --> 00:13:49,040 my life in that decade, right? My husband and I 207 00:13:49,040 --> 00:13:53,150 were much more likely to go and take a great 208 00:13:53,150 --> 00:13:58,280 trip than we were to buy another television. Let's go 209 00:13:58,280 --> 00:14:00,640 see Costa Rica while it's still there and we're young 210 00:14:00,640 --> 00:14:04,020 enough to still do it, that kind of thing. Casual 211 00:14:04,020 --> 00:14:09,390 fashion due to relaxed dress codes. I came into the 212 00:14:09,390 --> 00:14:12,090 business world in the 80s when it was suits and ties 213 00:14:12,090 --> 00:14:17,430 for men and women and pumps every day. That changed, 214 00:14:17,520 --> 00:14:21,070 so we didn't have that need to have multiple wardrobes 215 00:14:21,140 --> 00:14:23,400 that we had in the past. And there was, as 216 00:14:23,400 --> 00:14:28,400 I said, that rise of eCommerce, but goodness gracious, it 217 00:14:28,400 --> 00:14:34,180 was certainly amplified during 2020. These are 29 retailers who 218 00:14:34,180 --> 00:14:38,650 filed for bankruptcy in 2020. Some of these may survive, 219 00:14:39,520 --> 00:14:42,160 I fear many of them will not, that we'll never 220 00:14:42,160 --> 00:14:46,210 see them come back again. So you see something like 221 00:14:46,210 --> 00:14:48,830 this and you look at that list and say, " Lord& 222 00:14:49,040 --> 00:14:53,300 Taylor, that's a place I used to go. Neiman Marcus, 223 00:14:53,790 --> 00:14:56,970 they had my size shoes." I used to get them, 224 00:14:58,140 --> 00:15:01,010 so what do I do? Well, I go online but 225 00:15:01,010 --> 00:15:05,780 I need better digital support. I need better digital contact 226 00:15:05,780 --> 00:15:08,350 center support than I needed before when I could just 227 00:15:08,350 --> 00:15:14,280 go back to a store and return something. Looking at 228 00:15:14,280 --> 00:15:17,520 the retail apocalypse and saying it didn't just start in 229 00:15:17,530 --> 00:15:21,310 2020, you can think about, or I thought about it 230 00:15:21,310 --> 00:15:25,110 as, was it a little bit self- created? Think about 231 00:15:25,160 --> 00:15:27,910 when you did go to a mall or a department 232 00:15:27,910 --> 00:15:31,030 store in the last 10 years. There was a sense 233 00:15:31,780 --> 00:15:35,740 that those retailers were more retail centric, more about themselves, 234 00:15:36,080 --> 00:15:40,860 that we had to conform to their behavior. Best example 235 00:15:40,860 --> 00:15:45,650 for me is trying to find a cashier, sometimes it 236 00:15:45,650 --> 00:15:48,680 was the most frustrating thing to do, " I have this 237 00:15:48,680 --> 00:15:50,290 thing, I want to buy it, I want to give 238 00:15:50,290 --> 00:15:53,270 you money, where is that person I can give money 239 00:15:53,270 --> 00:15:57,550 to?" And you couldn't find them. The customer came second, 240 00:15:57,620 --> 00:16:00,620 the way they ran their operation came first and what 241 00:16:00,620 --> 00:16:04,400 we all learned as consumers is eCommerce is very consumer 242 00:16:04,400 --> 00:16:09,850 centric. Online, we're in control so that shift was happening 243 00:16:09,850 --> 00:16:17,160 not just because of COVID, but because retailers weren't taking 244 00:16:17,160 --> 00:16:19,390 care of their customers the same way. So it's a 245 00:16:19,390 --> 00:16:25,320 digital transformation shift as well. But I think, just as 246 00:16:25,320 --> 00:16:27,430 we find in the contact center, that the combination of 247 00:16:27,430 --> 00:16:32,730 digital engagement and live agents is the best combination. Hopefully 248 00:16:32,730 --> 00:16:35,750 we'll come to a nice balance, once COVID is over, 249 00:16:36,140 --> 00:16:40,140 of having stores to go do things with and having 250 00:16:40,140 --> 00:16:43,230 eCommerce for the times when that's the most expedient way 251 00:16:43,230 --> 00:16:46,010 to do things, and tie things together like we try 252 00:16:46,010 --> 00:16:51,410 and do in the contact center. It's not just retail, 253 00:16:51,520 --> 00:16:57,080 obviously, that has moved toward a more digital transformation and 254 00:16:57,080 --> 00:17:03,000 moved more quickly because of COVID. This is the mayor 255 00:17:03,050 --> 00:17:08,480 of Los Angeles speaking on television in August of 2020, 256 00:17:09,130 --> 00:17:18,010 and his comments are, in order to survive, governments, too, 257 00:17:18,010 --> 00:17:22,610 have to become more digital, that city services should be 258 00:17:22,610 --> 00:17:26,720 just as smooth and easy, and as efficient as everything 259 00:17:26,720 --> 00:17:30,900 you can do online. Now, COVID forced that because government 260 00:17:30,900 --> 00:17:33,760 offices had to close, but it's a little bit like 261 00:17:33,760 --> 00:17:39,310 that retail story where perhaps government was behind the curve 262 00:17:39,310 --> 00:17:41,760 in terms of where they should've been with digital transformation, 263 00:17:42,750 --> 00:17:45,850 but COVID certainly brought it to the fore in 2020. 264 00:17:47,790 --> 00:17:51,750 And then telehealth, just another example of a business that, 265 00:17:52,360 --> 00:17:56,030 the technology was there, the capabilities were there and yet, 266 00:17:56,590 --> 00:17:59,570 as a consumer I felt like the availability wasn't there. 267 00:18:00,400 --> 00:18:03,560 My general practitioner did not make it easy for me 268 00:18:03,560 --> 00:18:07,210 to do a telehealth visit a year ago, today I 269 00:18:07,210 --> 00:18:12,600 can and it's good for both of us. COVID- 19 270 00:18:12,600 --> 00:18:17,160 just catapulted telehealth forward by decades, in a few months. 271 00:18:17,520 --> 00:18:21,680 Teladoc, which is a global leader in virtual care, predicted 272 00:18:21,680 --> 00:18:26,670 that 2020 revenue would be twice that of 2019, driven 273 00:18:26,670 --> 00:18:30,210 by the demand for these virtual care solutions and there 274 00:18:30,210 --> 00:18:36,000 are already signs that future telehealth will persist, that even 275 00:18:36,000 --> 00:18:41,610 after this crisis is over, Teladoc is expecting 30 to 276 00:18:41,610 --> 00:18:45,890 40% growth for the next four years. Doesn't surprise me 277 00:18:45,890 --> 00:18:48,550 because once you've done it, boy, is it easier than 278 00:18:48,550 --> 00:18:50,650 getting in your car and driving 20 minutes, if you're 279 00:18:50,650 --> 00:18:54,680 lucky enough to be 20 minutes away and it didn't snow 20 inches overnight. 280 00:18:57,870 --> 00:18:59,300 I'm going to turn it over to you, Janelle, to 281 00:18:59,300 --> 00:19:02,130 talk about a great Genesys customer in the telehealth area. 282 00:19:03,330 --> 00:19:05,770 Certainly, but maybe even before I do that, when you 283 00:19:05,770 --> 00:19:09,710 were talking about the retail apocalypse, it actually reminded me 284 00:19:09,710 --> 00:19:14,350 of one of our marquee retail customers, TechStyle Fashion Group. 285 00:19:14,350 --> 00:19:17,510 If you're not familiar with TechStyle, the most common brand 286 00:19:17,510 --> 00:19:20,670 I know of is Fabletics but they offer about five 287 00:19:20,670 --> 00:19:25,880 brands that are celebrity marketed, active wear and footwear through 288 00:19:25,880 --> 00:19:28,920 the rise of subscription services that's going on with retail, 289 00:19:28,920 --> 00:19:33,300 too. So you can imagine their exceptional growth last year, 290 00:19:33,560 --> 00:19:36,990 all fueled by being ahead of the game on that 291 00:19:37,040 --> 00:19:41,770 omnichannel and real eCommerce and really going that method from 292 00:19:41,770 --> 00:19:46,430 the get- go with their business model. But onto telehealth, 293 00:19:46,430 --> 00:19:50,540 there's no question that the healthcare industry is changing out 294 00:19:50,540 --> 00:19:54,380 there. We meet with healthcare companies around the globe and 295 00:19:54,380 --> 00:19:59,060 we're seeing that digital transformation with that cloud agility is 296 00:19:59,060 --> 00:20:02,830 absolutely a business imperative. That couldn't have been more true 297 00:20:02,850 --> 00:20:07,430 for Company Nurse, both before and after the pandemic hit. 298 00:20:07,940 --> 00:20:11,010 If you're not familiar with Company Nurse, they offer nurse 299 00:20:11,010 --> 00:20:15,810 triaging for accidents in the workplace and if we back 300 00:20:15,810 --> 00:20:20,370 up prior to them moving forward with Genesys Cloud, they 301 00:20:20,370 --> 00:20:24,940 were on legacy on- premises solution, voice only. They were 302 00:20:24,950 --> 00:20:28,220 having problems because it couldn't scale the way they wanted, 303 00:20:28,430 --> 00:20:32,140 wouldn't provide the results that they need, expensive to maintain. 304 00:20:33,200 --> 00:20:36,060 They couldn't integrate it with any sort of digital channels 305 00:20:36,060 --> 00:20:39,030 and it was really preventing them, too, from staying up 306 00:20:39,030 --> 00:20:42,010 to speed with that realtime visibility that they needed in 307 00:20:42,010 --> 00:20:45,570 the moment. If you were to go back in time 308 00:20:45,570 --> 00:20:49,370 and take a peek at the essential capabilities that they 309 00:20:49,370 --> 00:20:53,530 were looking for in their buyer guide, think of easy 310 00:20:53,970 --> 00:20:59,750 digital platform to support multichannel, integrated workforce engagement across those 311 00:20:59,750 --> 00:21:04,300 channels, as well as integration from that platform perspective, like 312 00:21:04,340 --> 00:21:07,710 Sheila, you talked about earlier, with their existing systems as 313 00:21:07,710 --> 00:21:10,730 well as the ability to adapt to new applications easily, 314 00:21:11,080 --> 00:21:13,840 and they got that with cloud. As you can see 315 00:21:13,840 --> 00:21:17,680 from the CTO quote over there to the right, their 316 00:21:17,680 --> 00:21:20,840 contact center, they really saw as mission critical to their 317 00:21:20,840 --> 00:21:25,020 business, 70% of it being revenue generating, so they needed 318 00:21:25,020 --> 00:21:28,020 a solution that they could also switch to in a 319 00:21:28,020 --> 00:21:30,550 matter of weeks or less, which they did. So that 320 00:21:30,550 --> 00:21:34,070 agility to be able to migrate simply with expertise was 321 00:21:34,070 --> 00:21:38,370 also really important to them as an essential capability. You 322 00:21:38,370 --> 00:21:42,650 can see the results listed there, tremendous results that equated 323 00:21:42,650 --> 00:21:47,690 to lower total cost of ownership, improved employee productivity, but 324 00:21:47,690 --> 00:21:50,490 that's actually not my favorite part of this story. My 325 00:21:50,490 --> 00:21:52,760 favorite part of this story, if you were to Google 326 00:21:52,760 --> 00:21:57,380 after this, take a moment, Company Nurse, it's our Genesys 327 00:21:57,600 --> 00:22:02,760 podcast. We had a guest, the CTO, Henry, who talks 328 00:22:02,760 --> 00:22:07,470 about their pivotal decision back in February, March last year, 329 00:22:07,510 --> 00:22:11,770 early days of COVID-19, where they had to shift their 330 00:22:11,770 --> 00:22:15,180 entire business model. You can imagine nurse triaging in the 331 00:22:15,180 --> 00:22:20,110 workplace, companies shifting to work from home, nurse triage isn't 332 00:22:20,110 --> 00:22:23,580 needed as much, right? So they went to their customers 333 00:22:23,580 --> 00:22:26,530 and they asked what they needed instead, and within a 334 00:22:26,530 --> 00:22:31,330 month from idea, they had an MVP ready that they 335 00:22:31,330 --> 00:22:35,570 were the first out there to offer a COVID digital 336 00:22:35,570 --> 00:22:39,060 screening app, and in that month they integrated it to 337 00:22:39,060 --> 00:22:42,690 their digital, their voice, their SMS, their callback channels with 338 00:22:42,690 --> 00:22:45,750 Genesys Cloud, to not only grow their business to record- 339 00:22:45,750 --> 00:22:49,990 breaking results during this time, but perhaps more importantly, meeting 340 00:22:49,990 --> 00:22:53,360 their customers' needs without having to do mass layoffs in 341 00:22:53,360 --> 00:22:56,630 their employee base that others were facing in the health 342 00:22:56,630 --> 00:23:01,010 space. So tremendous story both pre- pandemic as well as 343 00:23:01,010 --> 00:23:04,490 post- pandemic that I think really speaks to the power 344 00:23:04,490 --> 00:23:19,260 of digital transformation with cloud agility there. Hey, Sheila. I 345 00:23:19,260 --> 00:23:29,080 think you're muted. I always do that to be polite 346 00:23:29,080 --> 00:23:31,960 to the speaker before me, and then I'm not polite 347 00:23:31,960 --> 00:23:34,580 when I start talking and nobody can hear me, but 348 00:23:34,580 --> 00:23:38,070 life goes on so thank you, Josh, for letting me 349 00:23:38,070 --> 00:23:43,640 know. So when you have digital engagement and you're introducing 350 00:23:43,640 --> 00:23:47,480 it into your contact center, part of that story is 351 00:23:47,730 --> 00:23:54,820 also building on the channel agents, because omnichannel agents are who 352 00:23:54,820 --> 00:23:58,850 you need to do all of this fantastic work of 353 00:23:58,850 --> 00:24:01,760 integrating all of these channels and doing all of this. 354 00:24:02,150 --> 00:24:07,710 But omnichannel agents are not born, they are made and 355 00:24:07,710 --> 00:24:13,880 they're made by having workforce engagement management solutions that can 356 00:24:15,050 --> 00:24:19,090 handle all of the channels. So it's interesting, over the 357 00:24:19,090 --> 00:24:21,830 last couple of years when I was still doing speaking 358 00:24:21,830 --> 00:24:24,660 engagements where people were in front of me, one of 359 00:24:24,660 --> 00:24:26,930 the questions I would ask is, " How many of you 360 00:24:26,930 --> 00:24:33,490 are using a workforce monitoring system that just handles voice?" 361 00:24:34,220 --> 00:24:37,970 And it would be amazing what a high proportion of 362 00:24:37,970 --> 00:24:41,160 the audience members would say that their quality monitoring was 363 00:24:41,160 --> 00:24:44,720 just for voice. So we can't build omnichannel agents if 364 00:24:44,720 --> 00:24:49,050 we don't have tools that address all of the channels. 365 00:24:49,290 --> 00:24:51,950 So as you move toward digital engagement, you have to 366 00:24:51,950 --> 00:24:55,530 sort of bring in that workforce engagement part of it. 367 00:24:56,500 --> 00:24:58,620 The other, to me, one of the elements of building 368 00:24:58,620 --> 00:25:03,370 an omnichannel agent is sort of a mindset twist, which 369 00:25:03,370 --> 00:25:07,300 is typically in the context in how we think about handling this interaction, 370 00:25:07,780 --> 00:25:14,320 this transaction, single transaction resolution, that's the goal. But in 371 00:25:14,320 --> 00:25:18,010 reality with digital engagement, often that customer's coming to you 372 00:25:18,280 --> 00:25:22,520 with other content, with other interactions that they already had. 373 00:25:22,520 --> 00:25:25,580 They'd looked on the website, they may have tried to 374 00:25:25,580 --> 00:25:28,900 chat with you, they may have sent an email, and 375 00:25:28,900 --> 00:25:33,140 so it's no longer the agent's responsibility to just handle 376 00:25:33,140 --> 00:25:37,180 this interaction, but to look at the entire journey that 377 00:25:37,180 --> 00:25:42,030 the customer has been on. So from a building your 378 00:25:42,090 --> 00:25:46,410 contact center plan, what do you need, you not just 379 00:25:46,410 --> 00:25:49,520 have to make those digital channels available. You have to 380 00:25:49,520 --> 00:25:53,300 coach and train and monitor the agents on all of 381 00:25:53,300 --> 00:25:56,150 those channels, and then to the extent that you can, 382 00:25:56,150 --> 00:25:59,030 you need to make sure that the agent has the 383 00:25:59,030 --> 00:26:03,590 context, the information from those other steps that the customer 384 00:26:03,590 --> 00:26:08,170 has taken. So as we move to the next slide, 385 00:26:08,240 --> 00:26:14,700 we're going to have Janelle tell us about Ethiopian Airlines 386 00:26:14,760 --> 00:26:17,350 and some of the things that they have done. Yeah, 387 00:26:17,350 --> 00:26:21,410 so Company Nurse, they had integrated workforce engagement management as 388 00:26:21,410 --> 00:26:26,160 well, but here's another example in a different industry across 389 00:26:26,160 --> 00:26:29,150 the pond that also saw a big change last year 390 00:26:29,150 --> 00:26:33,920 with the airline industry. Ethiopia Airlines, unrivaled in Africa for 391 00:26:33,920 --> 00:26:39,610 their efficiency and operational success, like every airline I can 392 00:26:39,610 --> 00:26:43,250 think of anyway, last year they were just trying to 393 00:26:43,250 --> 00:26:46,760 survive and look for ways to lower costs and improve 394 00:26:46,760 --> 00:26:50,550 margins, focusing on the customer, I think, too, an important 395 00:26:50,550 --> 00:26:54,430 point in your buying consideration, looking at not just the 396 00:26:54,430 --> 00:26:58,070 service part of your customer journey, but looking for engagement 397 00:26:58,070 --> 00:27:01,880 tools that span marketing sales and service. Let's look at 398 00:27:01,880 --> 00:27:06,330 the before and after of Ethiopia Airlines. Prior to moving 399 00:27:06,330 --> 00:27:11,620 to Genesys Cloud- based environment, they were facing incompatible systems, 400 00:27:12,360 --> 00:27:16,270 their calls were actually routed to employees that weren't taking 401 00:27:16,270 --> 00:27:20,520 into account even just basic things like language skills or 402 00:27:20,520 --> 00:27:24,220 any skills for that matter. Their teams worked in silos, 403 00:27:24,220 --> 00:27:29,170 handling emails, handling chats, handling phone calls, all separately, they 404 00:27:29,170 --> 00:27:32,500 didn't have a CRM system, they didn't have workforce engagement, 405 00:27:33,010 --> 00:27:36,730 data was buried elsewhere and everywhere, and needless to say, 406 00:27:36,730 --> 00:27:39,740 they lacked that full overview of the customer journey and 407 00:27:39,790 --> 00:27:43,730 that real- time insight. So looking into the essential capabilities 408 00:27:44,160 --> 00:27:49,330 they captured, they deployed within two months, had 500 agents 409 00:27:49,410 --> 00:27:54,440 now working more productively in a blended fashion, handling emails, 410 00:27:54,440 --> 00:27:59,110 chats and phone calls, effortlessly switching between them, all from 411 00:27:59,110 --> 00:28:02,770 that single omnichannel desktop, which is really important in order 412 00:28:02,770 --> 00:28:05,310 for the employees to be able to do that. And 413 00:28:05,310 --> 00:28:10,220 they really unlocked further customer experience gains by introducing that 414 00:28:10,220 --> 00:28:15,010 workforce engagement piece to further improve the customer experience. So, 415 00:28:15,040 --> 00:28:21,320 some results, their service levels went from 70% to 95%. 416 00:28:21,670 --> 00:28:26,430 They had higher first- call resolution, their abandonment rate went 417 00:28:26,430 --> 00:28:31,440 from 20% just down to 3%. Calls answered went from 418 00:28:31,440 --> 00:28:34,140 20 seconds, which airline, that's still pretty good, down to 419 00:28:34,140 --> 00:28:36,620 eight seconds, I can't remember when the last time I 420 00:28:36,620 --> 00:28:39,270 called an airline and they answered in eight seconds, and 421 00:28:39,330 --> 00:28:42,570 they had that agility they needed to change IBR menus 422 00:28:42,570 --> 00:28:46,910 on the dime without having to pay for external support. 423 00:28:47,440 --> 00:28:51,910 In addition, they expanded the use of their cloud technology 424 00:28:52,010 --> 00:28:55,630 to their sales environment, too, being able to monitor customers' 425 00:28:55,630 --> 00:29:00,620 behavior on their website, understand that and get predictive with 426 00:29:00,620 --> 00:29:03,560 the use of AI to intercept in the moment because 427 00:29:03,560 --> 00:29:07,090 they had the right staff in place to really help 428 00:29:07,090 --> 00:29:10,690 that customer through their buyer journey and saw web conversion 429 00:29:10,690 --> 00:29:14,840 rates just increase dramatically, and you can see the results 430 00:29:14,840 --> 00:29:19,230 there. So I love this story because it is really 431 00:29:19,230 --> 00:29:23,030 a proved point in helping a company that was in 432 00:29:23,030 --> 00:29:28,190 a struggling industry last year, and looking ahead, really make 433 00:29:28,190 --> 00:29:32,810 change and support the customer journey across marketing, sales and 434 00:29:32,810 --> 00:29:38,680 service. Excellent, so we are moving to our next poll. 435 00:29:38,740 --> 00:29:44,880 The question is, " Is there value in integrating your unified 436 00:29:44,880 --> 00:29:50,410 communication solution incorporation with the contact center?" We have just 437 00:29:50,410 --> 00:29:55,030 three choices; yes, we think there's value in integrating them, 438 00:29:55,310 --> 00:29:59,670 but we prefer one solution for both contact center and 439 00:29:59,720 --> 00:30:04,970 unified communications and collaboration. Yes, we think there's value and 440 00:30:04,970 --> 00:30:09,920 our preferred solution is Microsoft Teams, and this is one of those ones where 441 00:30:09,920 --> 00:30:13,380 we wait for all of the responses before you select 442 00:30:13,380 --> 00:30:16,450 one because you might be number one but number two 443 00:30:16,450 --> 00:30:20,470 is more specific to you. And then third, yes, our 444 00:30:20,470 --> 00:30:26,660 preferred solution is a different UCC provider. Okay, so I 445 00:30:26,660 --> 00:30:29,210 realize we do not have a choice here for no. 446 00:30:31,790 --> 00:30:35,560 We may have missed that, but we'll see what people 447 00:30:35,560 --> 00:30:37,900 think. I think it'll be interesting to see what we 448 00:30:37,900 --> 00:30:43,380 get here. Clearly, Microsoft Teams had a huge uptick in 449 00:30:43,380 --> 00:30:47,130 usage in 2020, so I'm not going to be surprised 450 00:30:47,130 --> 00:30:50,750 to see that we have a lot of Microsoft Teams users, 451 00:30:50,750 --> 00:30:54,230 what do you think, Janelle? I think the same, it's 452 00:30:54,230 --> 00:30:57,190 becoming one of those essential capabilities you mentioned at the 453 00:30:57,190 --> 00:31:01,230 beginning. It used to be a very separate decision and 454 00:31:01,230 --> 00:31:05,180 while it may not be from a single provider, we're 455 00:31:05,180 --> 00:31:09,710 seeing it recurring on the list of requirements for cloud 456 00:31:09,710 --> 00:31:12,520 based solutions to be able to extend beyond the contact 457 00:31:12,530 --> 00:31:16,030 center and have an integrated solution regardless, so we're keen 458 00:31:16,030 --> 00:31:20,790 to see if our audience agrees. Okay, so drum roll. 459 00:31:25,770 --> 00:31:30,940 I'm going to... I was hitting submit instead of next. 460 00:31:30,970 --> 00:31:36,330 Okay, what can we discern from this? Over 50% are 461 00:31:36,330 --> 00:31:40,880 using Teams, wow. That's even higher than I would've predicted. 462 00:31:41,870 --> 00:31:44,950 Or their preferred solution is Teams, doesn't tell me that 463 00:31:44,950 --> 00:31:49,960 they're really using it but I'm actually surprised it's as 464 00:31:49,960 --> 00:31:52,320 close between the first and second option as it is. 465 00:31:52,320 --> 00:31:55,250 I thought it would be a bigger differential because we're 466 00:31:55,250 --> 00:32:00,990 definitely seeing more for Teams across the board. Yeah, and 467 00:32:00,990 --> 00:32:03,990 not too much for other providers. Yeah, back to Teams, 468 00:32:03,990 --> 00:32:06,620 I happened to be on their site today and there 469 00:32:06,630 --> 00:32:10,270 are 15 different contact centers who are working to get 470 00:32:10,270 --> 00:32:13,620 certified in Microsoft Teams, so it's a much bigger effort 471 00:32:13,620 --> 00:32:16,360 than it has been for many years. So I think 472 00:32:16,700 --> 00:32:18,700 to the point that we've both made at this point, 473 00:32:18,700 --> 00:32:24,430 Janelle, the importance of bringing together the unified communications and 474 00:32:24,400 --> 00:32:28,140 the contact center has just been elevated. Part of that 475 00:32:28,140 --> 00:32:32,300 is not being in a single physical location and not 476 00:32:32,300 --> 00:32:37,040 being able to bring your supervisor over with something as 477 00:32:37,040 --> 00:32:42,900 easy raising your hand. A study that I had read 478 00:32:42,900 --> 00:32:47,340 over the summer, that 93% of companies now say that 479 00:32:47,380 --> 00:32:52,040 UC and team messaging integration with the contact center is 480 00:32:52,040 --> 00:32:57,270 a very important factor in customer experience success, and yet, 481 00:32:57,500 --> 00:33:00,930 as you and I know, there's not enough evidence today 482 00:33:01,130 --> 00:33:04,430 that, that's happening in contact centers. I think if we've 483 00:33:04,430 --> 00:33:07,730 got that many listeners who are thinking Microsoft Teams is 484 00:33:07,730 --> 00:33:11,160 the answer, and companies like Genesys are now stepping up 485 00:33:11,220 --> 00:33:14,140 and working much more closely with Microsoft, hopefully a year 486 00:33:14,140 --> 00:33:17,040 from now we'll see a lot more of that UC in 487 00:33:17,040 --> 00:33:20,700 contact center integration. You're going to tell us about one 488 00:33:20,700 --> 00:33:24,410 customer who's doing that. Absolutely, as I mentioned, we see 489 00:33:24,410 --> 00:33:27,850 it on many people's list and here's an example of 490 00:33:28,630 --> 00:33:33,330 a company that I admire so much, who has taken 491 00:33:33,330 --> 00:33:36,120 that step forward and has it implemented. Let me tell 492 00:33:36,120 --> 00:33:40,390 you a little bit about Integral Care. I think of 493 00:33:40,390 --> 00:33:44,560 their contact center not as a call center, I don't 494 00:33:44,730 --> 00:33:46,930 think of it as a profit center, I think of 495 00:33:46,930 --> 00:33:50,580 it as a life center. They have about 900 people 496 00:33:50,580 --> 00:33:56,170 on staff across 45 locations, where they provide a 24 497 00:33:56,170 --> 00:34:00,850 hour crisis helpline that's often that first point of contact 498 00:34:00,850 --> 00:34:05,100 for people needing that immediate emotional support, especially during these 499 00:34:05,100 --> 00:34:09,100 crazy times. They also receive traffic from calls to national 500 00:34:09,100 --> 00:34:14,620 suicide prevention lines. So as you can imagine, streamlined communication, 501 00:34:14,850 --> 00:34:19,790 it is essential and lifesaving, and downtime is more than 502 00:34:19,790 --> 00:34:24,210 critical, it can be even tragic. So where were they? 503 00:34:24,600 --> 00:34:29,070 Prior to Genesys, they were having huge technology issues that 504 00:34:29,070 --> 00:34:34,890 were degrading their service levels for this helpline. Their CIO, 505 00:34:34,890 --> 00:34:37,610 if he was on, he would describe their on- premises 506 00:34:37,610 --> 00:34:43,700 contact center system as unreliable, hard to scale, expensive to 507 00:34:43,700 --> 00:34:48,210 maintain and add features, and on average, they suffered two 508 00:34:48,210 --> 00:34:52,140 to three outages a month. And you can see on 509 00:34:52,140 --> 00:34:56,300 the slide, those each lasted anywhere from 15 minutes to 510 00:34:56,300 --> 00:34:59,900 five hours, where during that time, they couldn't even take 511 00:34:59,960 --> 00:35:03,870 a critical call, which was totally unacceptable. So they went 512 00:35:03,870 --> 00:35:07,290 with a cloud based platform, voice and digital channels, seeing 513 00:35:07,300 --> 00:35:11,850 a theme here, and they integrated Genesys Cloud with their 514 00:35:11,850 --> 00:35:16,320 Netsmart Electronic Health system. They really appreciated the platform capabilities 515 00:35:16,320 --> 00:35:18,830 that Genesys Cloud brought to the table as well, so 516 00:35:18,830 --> 00:35:22,360 that they could leverage that existing system that was working 517 00:35:22,360 --> 00:35:26,020 really well for them. So they also were looking, as 518 00:35:26,020 --> 00:35:29,460 an essential capability, for that cloud platform to be able 519 00:35:29,460 --> 00:35:34,410 to intercept and route calls for neighboring area codes automatically 520 00:35:34,410 --> 00:35:37,810 so that they could make best use of local knowledge 521 00:35:37,810 --> 00:35:43,760 and resources. Sheila, you mentioned that COVID- 19 catapulted telehealth 522 00:35:43,760 --> 00:35:47,560 forward by decades in a few months. After they did 523 00:35:47,560 --> 00:35:52,000 that, they then integrated with Microsoft Teams so that they 524 00:35:52,000 --> 00:35:55,180 could make it even easier for case managers that weren't 525 00:35:55,180 --> 00:36:00,860 regular contact center agents to also be able to conduct 526 00:36:01,040 --> 00:36:05,770 telehealth video calls with clients and collaborate effectively with other 527 00:36:05,770 --> 00:36:09,220 agents. So we don't see a ton of people doing 528 00:36:09,220 --> 00:36:12,380 this yet, but we are hearing Microsoft Teams integration on 529 00:36:12,380 --> 00:36:15,520 a regular basis, on many buyers' minds. I think Integral 530 00:36:15,520 --> 00:36:18,940 Care is a great organization and a great example that 531 00:36:18,950 --> 00:36:22,930 has forged ahead to integrate their UC and their contact 532 00:36:22,930 --> 00:36:29,820 center technologies really for the best of reasons. Excellent. Oops. 533 00:36:31,210 --> 00:36:34,540 Trying to move on... here we go. And I can 534 00:36:34,540 --> 00:36:40,620 be heard this time? Yes, okay. Yes. I did it. So 535 00:36:40,620 --> 00:36:44,920 we talked about artificial intelligence and what's interesting is digital 536 00:36:44,920 --> 00:36:48,350 engagement keeps coming up, and really the two of them 537 00:36:48,350 --> 00:36:54,440 are very tightly integrated, because artificial intelligence is really what 538 00:36:54,440 --> 00:36:58,540 helps optimize for digital- first. If you look at all 539 00:36:58,540 --> 00:37:04,310 of these technologies that are here; automatic speech recognition, natural 540 00:37:04,310 --> 00:37:09,370 language processing, these are all backed up with artificial intelligence 541 00:37:09,420 --> 00:37:15,780 and machine learning. But things like transcription and translation and 542 00:37:15,780 --> 00:37:21,020 automatic topic categorization, these are the exciting things that are 543 00:37:21,020 --> 00:37:26,040 relatively new to artificial intelligence, but really help bring digital 544 00:37:26,620 --> 00:37:33,600 to a much higher level. Transcription means that, that interaction 545 00:37:33,600 --> 00:37:38,600 that a customer had with a natural language bot can 546 00:37:38,600 --> 00:37:41,440 be transcribed and sent to the agent, and the highlights 547 00:37:41,440 --> 00:37:44,800 of that highlighted so the agent doesn't have to read 548 00:37:44,800 --> 00:37:47,190 every single thing that was said to the bot, but 549 00:37:47,190 --> 00:37:51,940 can just understand really quickly what the intent of this 550 00:37:51,940 --> 00:37:57,700 particular call is. Or if a customer picks up the 551 00:37:57,700 --> 00:38:02,180 phone and speaks to an intelligent virtual agent, and just 552 00:38:02,180 --> 00:38:07,660 speaks very freely, the system can automatically categorize what that 553 00:38:07,660 --> 00:38:10,580 topic is that the customer wants to talk to and 554 00:38:10,580 --> 00:38:15,040 send that to the appropriate resource. So what's exciting is 555 00:38:15,040 --> 00:38:18,110 digital- first coming at the same time as artificial intelligence, 556 00:38:18,280 --> 00:38:21,710 because one aids the other, one makes the other better 557 00:38:22,100 --> 00:38:26,510 and again, Janelle's got a great case study back to 558 00:38:26,510 --> 00:38:29,200 the unemployment case that I was talking about earlier. Go 559 00:38:29,200 --> 00:38:35,480 ahead. Yeah, I read recently that in a CMSWire article, 560 00:38:35,500 --> 00:38:41,640 72% of interactions will involve chat bots by 2022. We'll 561 00:38:41,640 --> 00:38:43,860 see, but even if it doesn't hit that high, I 562 00:38:43,860 --> 00:38:47,600 think, Sheila, your point is well taken, that digital and 563 00:38:47,600 --> 00:38:51,900 AI go hand- in- hand and that it's definitely on 564 00:38:51,900 --> 00:38:56,840 the rise. And even to your point earlier that Mayor 565 00:38:57,120 --> 00:39:00,970 Garcetti signed that executive order to make all city services 566 00:39:01,180 --> 00:39:04,500 contactless and digital, so at Genesys we saw an increase 567 00:39:04,500 --> 00:39:08,240 in the adoption of cloud AI and automation in government 568 00:39:08,550 --> 00:39:10,930 last year as well, and we expect to continue to 569 00:39:11,370 --> 00:39:15,640 see that in 2021. So this is an example of 570 00:39:15,640 --> 00:39:19,410 that, I'll leave it semi anonymous to which state it 571 00:39:19,410 --> 00:39:24,990 was exactly, but while some businesses like Company Nurse thrived 572 00:39:25,210 --> 00:39:29,170 last year, Sheila pointed out many that didn't survive. And 573 00:39:29,170 --> 00:39:34,500 due to COVID- 19, this particular state's unemployment agency saw 574 00:39:34,550 --> 00:39:39,100 a gigantic spike in unemployment just in one month around 575 00:39:39,150 --> 00:39:43,990 the February, March timeframe. To put that in perspective, they 576 00:39:43,990 --> 00:39:49,840 received 20 months of unemployment claims in just a single 577 00:39:49,840 --> 00:39:55,350 month when the pandemic hit, and their existing 25 year 578 00:39:55,350 --> 00:40:01,860 old IVR technology didn't scale and they were abandoning, at 579 00:40:01,860 --> 00:40:05,760 one point, 2,000, 000 calls per day. And I think 580 00:40:05,760 --> 00:40:09,360 of being that person that was trying to call in 581 00:40:10,170 --> 00:40:12,750 and being one of those 2, 000,000, how frustrating that 582 00:40:12,750 --> 00:40:16,220 would be. So they threw people at the problem and 583 00:40:16,220 --> 00:40:20,550 even with 1, 000 agents in their call center, they 584 00:40:20,550 --> 00:40:24,420 still had to bring in help from state legislator, putting 585 00:40:24,740 --> 00:40:27,460 more employees on the phone and while their citizens were 586 00:40:27,460 --> 00:40:30,160 in a crisis because they lost their job, the agency 587 00:40:30,530 --> 00:40:32,990 was also in a crisis and they needed help. So 588 00:40:33,040 --> 00:40:36,980 they reached out to many providers for quotes for services, 589 00:40:37,500 --> 00:40:40,300 and they needed a trusted advisor to help them throughout. 590 00:40:40,370 --> 00:40:44,650 On their list of essential capabilities, it was pretty straightforward; 591 00:40:44,870 --> 00:40:49,470 cloud automation, fast. And so, in the solution here, the 592 00:40:49,470 --> 00:40:53,100 agency took advantage of our rapid response program we launched 593 00:40:53,100 --> 00:40:56,440 last year to serve our customers, and they quickly stood 594 00:40:56,440 --> 00:40:59,770 up Genesys Cloud IVR for their voice calls. Part of 595 00:40:59,770 --> 00:41:04,030 that program was with our prebuilt integration to Google Dialog 596 00:41:04,030 --> 00:41:07,900 Flow, one of our very strategic partners for that virtual 597 00:41:07,900 --> 00:41:11,920 agent capabilities for both calls and chat on the website. 598 00:41:12,430 --> 00:41:15,020 They were up and running in about two weeks with 599 00:41:15,020 --> 00:41:19,990 a full solution, saw a 350% increase in connected calls 600 00:41:20,560 --> 00:41:24,130 and what that translates to is like a typical February 601 00:41:24,180 --> 00:41:27,320 for this agency would see 70 claims, they processed that 602 00:41:27,320 --> 00:41:30,650 same number in a single day in March. So to 603 00:41:30,650 --> 00:41:33,920 me, this is just a super powerful story of the 604 00:41:34,260 --> 00:41:38,300 power of a cloud platform and being able to integrate 605 00:41:38,300 --> 00:41:45,170 with other strategic partners out there. Just a moment. I'm live. 606 00:41:45,530 --> 00:41:51,030 Platform capabilities, so this is a buyer's guide for 2021. 607 00:41:51,030 --> 00:41:56,370 Perhaps in 2020, you wouldn't have been thinking that having 608 00:41:56,760 --> 00:42:02,620 an orchestration tool, having the ability to perhaps just use 609 00:42:02,750 --> 00:42:08,260 parts of a solution like Genesys Cloud in your contact 610 00:42:08,260 --> 00:42:11,570 center, it might never occur to you, but suddenly in 611 00:42:11,580 --> 00:42:15,650 2021 it does occur to you. You have tens of 612 00:42:15,650 --> 00:42:18,490 thousands of agents and you want to add a capability 613 00:42:18,740 --> 00:42:21,530 like the one that Janelle just talked about for the unemployment 614 00:42:21,530 --> 00:42:24,820 office. It doesn't always mean you have to change everything, 615 00:42:25,280 --> 00:42:27,190 it doesn't mean you have to change all the voice 616 00:42:27,190 --> 00:42:30,070 capabilities that you have and that you've built. But with 617 00:42:30,070 --> 00:42:35,310 platform capabilities and the ability to add those great AI 618 00:42:35,630 --> 00:42:39,920 capabilities from the cloud to your existing platform, that's when 619 00:42:39,920 --> 00:42:42,900 it becomes important to understand, " What can platform do for 620 00:42:42,900 --> 00:42:46,410 me? In that period between now and maybe two or 621 00:42:46,410 --> 00:42:49,810 three or five years when I move off the premises 622 00:42:49,810 --> 00:42:53,640 solution that I have, how can I start taking advantage 623 00:42:53,890 --> 00:42:57,200 of the cloud?" And I think platform capabilities are key 624 00:42:57,200 --> 00:43:02,610 to that, because even without changing your entire operation, you 625 00:43:02,610 --> 00:43:06,020 can get some of those benefits of faster time to 626 00:43:06,020 --> 00:43:10,870 market, like the unemployment office did. Increased iteration time, being 627 00:43:10,870 --> 00:43:16,710 able to change things more quickly and increased stakeholder engagement 628 00:43:16,710 --> 00:43:20,330 and satisfaction because they can make some of the changes 629 00:43:20,330 --> 00:43:22,810 that need to be made without having to go to 630 00:43:22,810 --> 00:43:26,540 IT necessarily every time. So you may not have been 631 00:43:26,540 --> 00:43:28,770 thinking about it a year ago, but as you speak 632 00:43:28,830 --> 00:43:32,150 to the vendors that you're thinking about as you take 633 00:43:32,150 --> 00:43:37,310 the next steps in your contact center solution journey, make 634 00:43:37,310 --> 00:43:39,110 sure that this is on that list of things that 635 00:43:39,110 --> 00:43:46,350 you're looking for and at. So what are legacy call 636 00:43:46,350 --> 00:43:52,650 centers not delivering right now? Integrated digital channels, how often 637 00:43:52,650 --> 00:43:56,000 do I see a contact center that has perhaps a 638 00:43:56,000 --> 00:44:00,020 great voice contact center, but they've used a different vendor 639 00:44:00,020 --> 00:44:04,100 for email and maybe a different vendor for chat, and 640 00:44:04,100 --> 00:44:06,720 none of that is integrated. And that agent who's on 641 00:44:06,730 --> 00:44:11,040 the voice contact center gets no data necessarily from those 642 00:44:11,040 --> 00:44:15,360 digital engagements, so it's almost impossible for that agent to 643 00:44:15,360 --> 00:44:20,740 have context. Robust support from remote and mobile workforce, and 644 00:44:20,740 --> 00:44:23,960 that means both for the contact center solution as well 645 00:44:23,960 --> 00:44:28,890 as for the workforce engagement management applications. That seamless front 646 00:44:28,890 --> 00:44:32,510 office, back office communications. As we talked about, it doesn't 647 00:44:32,510 --> 00:44:35,360 have to be one solution as long as there is 648 00:44:35,360 --> 00:44:38,840 a tight integration between the two, like Genesys is doing 649 00:44:38,840 --> 00:44:43,700 with Microsoft Teams. Legacy call centers, it's difficult for them 650 00:44:43,700 --> 00:44:47,730 to use artificial intelligence and to help you have that 651 00:44:47,730 --> 00:44:51,480 innovation, and so it makes hard to have that agility to 652 00:44:51,480 --> 00:44:56,380 make changes quickly based on business needs. I mean those 653 00:44:56,380 --> 00:45:01,160 of us who worked at legacy contact centers know, typically they're told, " Maybe next 654 00:45:01,160 --> 00:45:06,160 year, maybe." And we're in a world where we need 655 00:45:06,160 --> 00:45:11,460 that by next week, " Maybe next year," doesn't work anymore. So 656 00:45:11,460 --> 00:45:15,420 we're going to go to our final poll question. Among the areas 657 00:45:15,680 --> 00:45:20,340 that we discussed today, what is your top priority for 658 00:45:20,340 --> 00:45:27,130 customer experience technology investment in 2021? Is it digital engagement, 659 00:45:27,480 --> 00:45:30,960 expanding the number of channels that you have, integrating it 660 00:45:31,270 --> 00:45:34,870 more closely to the voice channel? Is it workforce engagement, 661 00:45:35,950 --> 00:45:42,650 integrated collaboration and contact center technology, or artificial intelligence and 662 00:45:42,650 --> 00:45:50,220 automation? All good choices. Hold on. Again, I think it 663 00:45:50,220 --> 00:45:54,970 depends on where our audience is at, because digital engagement 664 00:45:54,970 --> 00:45:58,090 and AI go hand- in- hand. Some might already be 665 00:45:58,190 --> 00:46:03,820 using it, some might be evolving to more channels. I 666 00:46:03,820 --> 00:46:08,500 also read a study where, I think, by 2022 the 667 00:46:08,500 --> 00:46:11,530 use of workforce engagement in the cloud will be at 668 00:46:11,890 --> 00:46:16,210 94% so maybe it's on- premise, by working the cloud. 669 00:46:16,460 --> 00:46:20,720 I also have seen a pivot where many companies are 670 00:46:20,720 --> 00:46:25,960 using workforce optimization, where it's very focused on operational efficiency, 671 00:46:26,290 --> 00:46:29,750 and to your point earlier with the gamification example, really 672 00:46:29,750 --> 00:46:33,020 shifting more towards that focus with the employee, especially in 673 00:46:33,020 --> 00:46:37,010 this virtual world of workforce engagement, so I'm intrigued to 674 00:46:37,010 --> 00:46:38,430 see where we're going to be at. What do you 675 00:46:38,430 --> 00:46:43,970 think, Sheila? I think digital, I mean I think that's 676 00:46:43,970 --> 00:46:47,960 the pressing need for a lot of businesses, that they 677 00:46:48,000 --> 00:46:50,110 may not have been doing that as well as they'd 678 00:46:50,110 --> 00:46:58,720 like, but we will see. It's time. Aha! You were 679 00:46:58,720 --> 00:47:05,020 right. Interesting. Well, I wanted you to say it. Well, 680 00:47:05,020 --> 00:47:10,400 look at the tie between integrated collaboration and AI actually, 681 00:47:10,400 --> 00:47:15,600 that's interesting. Right, because they're so different, right? Yeah. They're 682 00:47:15,600 --> 00:47:18,980 very different. One is probably more contact center focused, the 683 00:47:18,980 --> 00:47:22,410 AI, and the other is more enterprise focused, but it 684 00:47:22,410 --> 00:47:24,780 comes back to what you said about sales, service and 685 00:47:24,780 --> 00:47:27,950 marketing. We're not going to get there without the integrated 686 00:47:27,950 --> 00:47:33,110 collaboration, I think, so excellent. It's always interesting to learn 687 00:47:33,110 --> 00:47:38,350 something about how people are thinking, that's why the poll, this is not 688 00:47:38,350 --> 00:47:39,990 for us as it is for them, but you get 689 00:47:39,990 --> 00:47:41,830 to see what your peers are thinking as well. So 690 00:47:41,830 --> 00:47:46,760 I am now going to move it to you to 691 00:47:46,760 --> 00:47:51,120 finish up on the Genesys vision. Fabulous. Well, we highlighted 692 00:47:51,120 --> 00:47:54,800 these essential capabilities that we just reviewed in the poll. 693 00:47:54,800 --> 00:47:59,830 Top of line, digital engagement, integrated UC and CC, artificial 694 00:47:59,830 --> 00:48:05,360 intelligence, workforce engagement. As you evaluate providers for these essential 695 00:48:05,360 --> 00:48:09,440 capabilities, you need to ultimately improve customer experience. Let me 696 00:48:09,440 --> 00:48:12,500 just leave you with this final point that relates to 697 00:48:12,500 --> 00:48:16,960 our vision for our customers. When it comes to customer 698 00:48:16,960 --> 00:48:22,200 experience, of course your customers want their issues resolved quickly and 699 00:48:22,200 --> 00:48:26,750 correctly, and we know that efficiency and effectiveness, they're always 700 00:48:26,750 --> 00:48:29,420 going to be important for your contact centers to be 701 00:48:29,420 --> 00:48:31,790 able to support and for your company to be able 702 00:48:31,790 --> 00:48:36,080 to support. But don't forget that your customers along the 703 00:48:36,390 --> 00:48:40,250 way, especially now more than ever, want to be treated 704 00:48:40,250 --> 00:48:43,180 with empathy, or in other words to be to heard 705 00:48:43,180 --> 00:48:47,540 and understood. So experience as a service is the Genesys 706 00:48:47,540 --> 00:48:51,520 vision that helps you put empathy at the center of 707 00:48:51,520 --> 00:48:56,570 each experience. It's the key ingredient, along with efficiency and 708 00:48:56,570 --> 00:49:01,880 effectiveness, that helps foster trust with your customers to ultimately 709 00:49:01,880 --> 00:49:06,210 drive loyalty. So here at Genesys, we're making experience as 710 00:49:06,210 --> 00:49:09,810 a service a reality by helping you use the right 711 00:49:09,810 --> 00:49:13,430 combination of technology so that you can truly personalize those 712 00:49:13,430 --> 00:49:17,980 experiences at scale. And that right combo of tech, it 713 00:49:17,980 --> 00:49:22,520 starts with data from any system or any engagement, including 714 00:49:22,520 --> 00:49:25,410 the one going on in the moment. Then, with the 715 00:49:25,410 --> 00:49:30,060 power of cloud and by applying AI, you can process 716 00:49:30,060 --> 00:49:33,730 this data in real- time, you can decipher the customer's 717 00:49:33,730 --> 00:49:36,270 intent and predict how and when to interact with them 718 00:49:36,270 --> 00:49:39,870 further and with this understanding of your customers, you can 719 00:49:39,870 --> 00:49:43,950 quickly then provide that relevant and personalized experience with those 720 00:49:43,950 --> 00:49:48,260 engagement tools like in the Ethiopia example that spans marketing, 721 00:49:48,260 --> 00:49:52,840 sales and services. So ultimately, your customers will feel like 722 00:49:52,840 --> 00:49:55,980 they're a priority to you, they'll feel cared for as 723 00:49:55,980 --> 00:50:00,970 individuals, sometimes that literally is a life or death situation, 724 00:50:01,040 --> 00:50:04,400 and they feel uniquely understood. They won't have to repeat 725 00:50:04,400 --> 00:50:08,580 themselves, their issues will be resolved, sometimes even before they 726 00:50:08,580 --> 00:50:13,640 know it, with compassion. So integrated data, AI, engagement tools 727 00:50:13,640 --> 00:50:17,620 with that cloud interactive ability and choice really are at 728 00:50:17,620 --> 00:50:22,130 the heart of the essential capabilities we see companies needing, 729 00:50:22,480 --> 00:50:24,960 now and for the future. So with the trends that 730 00:50:24,960 --> 00:50:29,070 Sheila shared, the customer examples that I highlighted, know that 731 00:50:29,600 --> 00:50:33,910 this combination of tech that fuels this vision of experience 732 00:50:33,950 --> 00:50:36,950 as a service, is possible because the technologies we talked 733 00:50:36,950 --> 00:50:40,270 about today are finally at that right level of maturity 734 00:50:40,270 --> 00:50:43,230 and within reach for any company. So with this vision, 735 00:50:43,700 --> 00:50:46,590 you as a business can truly take a more customer- 736 00:50:46,590 --> 00:50:50,170 centric approach with your business and with your engagement with 737 00:50:50,290 --> 00:50:55,020 customers. So with all that said, Josh, I think I'll 738 00:50:55,020 --> 00:50:56,700 turn it over to you to see if there's any 739 00:50:57,020 --> 00:51:02,130 questions. Thanks, Janelle. So, just to get started, we do have 740 00:51:02,130 --> 00:51:03,960 a few questions that have already come in, but as 741 00:51:03,960 --> 00:51:06,770 a reminder to everybody in the audience, to participate in 742 00:51:06,770 --> 00:51:09,350 today's Q& A, just submit those into the Q& A 743 00:51:09,350 --> 00:51:11,470 window below the slides and we'll get to as many 744 00:51:11,470 --> 00:51:13,540 as we can with the little time that we have 745 00:51:13,540 --> 00:51:16,290 remaining today. As I mentioned before, though, there is a 746 00:51:16,290 --> 00:51:17,820 chance that we're not going to be able to get to 747 00:51:17,820 --> 00:51:19,940 all of the questions today, so if we do not 748 00:51:19,940 --> 00:51:22,770 answer your question aloud, what we'll do is we'll follow 749 00:51:22,770 --> 00:51:25,130 up with you via email within the next few business 750 00:51:25,130 --> 00:51:28,810 days. To kick things off, as we do have a couple 751 00:51:28,810 --> 00:51:32,050 of live questions in here now, so I think this 752 00:51:32,050 --> 00:51:34,590 is going to be directed more towards you, Sheila. The 753 00:51:34,590 --> 00:51:38,070 first question is, " Is the change for digital a resource 754 00:51:38,310 --> 00:51:42,310 of COVID- 19 or more because of the younger demographics 755 00:51:42,340 --> 00:51:45,390 of customers like Gen Y and Gen Z using more 756 00:51:45,390 --> 00:51:49,980 apps and SMS and chat?" One of the things that 757 00:51:49,980 --> 00:51:53,990 I've been talking about is that, what COVID has done 758 00:51:53,990 --> 00:51:59,980 is accelerate a need that was already there. I think 759 00:52:01,020 --> 00:52:05,900 we weren't, as an industry, providing the digital choices that 760 00:52:05,900 --> 00:52:10,170 consumers wanted. There was a gap between what consumers wanted 761 00:52:10,170 --> 00:52:13,730 and what we were delivering, just like when I talked 762 00:52:13,730 --> 00:52:17,590 about the retail apocalypse. There was a gap and so 763 00:52:17,640 --> 00:52:21,390 what COVID has done is highlight that gap, because to 764 00:52:21,790 --> 00:52:24,910 the point of the questioner, the Gen Zs and the 765 00:52:24,910 --> 00:52:28,430 Millennials were looking for these choices, we just weren't delivering 766 00:52:28,430 --> 00:52:32,500 them. Now, everybody is looking for them, everybody's a Gen 767 00:52:32,500 --> 00:52:37,710 Z. Even my 93 year old father- in- law has 768 00:52:37,710 --> 00:52:40,460 suddenly had to become a Gen Z, because the only 769 00:52:40,460 --> 00:52:42,770 to make his appointment for a vaccine was to do 770 00:52:42,770 --> 00:52:46,130 it online. So I think what it's done is accelerate, 771 00:52:46,380 --> 00:52:50,030 and it's really two trends coming together and reinforcing one 772 00:52:50,030 --> 00:52:57,950 another. Then as a follow up, this individual asks, " Do 773 00:52:57,950 --> 00:53:01,840 you see CX as a separate function from CCaaS, or 774 00:53:01,840 --> 00:53:07,330 an integral part of the platform?" Interesting, I saw that 775 00:53:07,330 --> 00:53:10,340 question and I was thinking about it. CCaaS is a 776 00:53:10,340 --> 00:53:17,640 technology. It's very specific, it's something you buy. Customer experience, 777 00:53:17,790 --> 00:53:21,780 to me, is a strategy. It's, " What is our strategy 778 00:53:22,030 --> 00:53:27,330 to deliver to our customers an overall experience that keeps 779 00:53:27,330 --> 00:53:30,870 them with us?" So I see them as quite separate. 780 00:53:31,100 --> 00:53:34,770 The other thing is, for me, customer experience includes more 781 00:53:34,770 --> 00:53:40,840 technologies than just CCaaS, it includes customer relationship management, it 782 00:53:40,840 --> 00:53:45,990 includes workforce engagement management, so to me, CCaaS is a 783 00:53:45,990 --> 00:53:49,090 much broader term, but it's also, to me, more of 784 00:53:49,090 --> 00:53:52,790 a, " What is the company CCaaS strategy? Not who is 785 00:53:52,790 --> 00:53:56,750 their vendor." Can I just add to that? Improving customer 786 00:53:56,750 --> 00:54:00,060 experience is a business outcome, I mean you could Google 787 00:54:00,820 --> 00:54:03,640 tons of different studies out there that show the impact 788 00:54:03,640 --> 00:54:07,760 to a company's bottom line when you focus on improving 789 00:54:08,130 --> 00:54:11,280 customer experience. And to Sheila's point, too, I totally agree 790 00:54:11,280 --> 00:54:16,120 to that, but CCaaS technology is part of that strategy 791 00:54:16,120 --> 00:54:23,530 to direct towards that outcome. Awesome. Thanks, guys. I'll direct 792 00:54:23,530 --> 00:54:26,670 this question to you, Janelle, and, Sheila, you're welcome to 793 00:54:26,990 --> 00:54:30,600 follow up. This individual is moving from an on- premise 794 00:54:31,870 --> 00:54:34,850 setup to a unified communication spot where blending CCaaS and 795 00:54:34,850 --> 00:54:38,890 UCaaS with a cloud based provider. If you have any 796 00:54:38,890 --> 00:54:43,100 recommendations, how would you suggest they choose, or what would 797 00:54:43,100 --> 00:54:48,030 you suggest they choose in that direction? It's difficult for 798 00:54:48,030 --> 00:54:51,010 me to answer that with any wisdom when I don't 799 00:54:51,010 --> 00:54:54,560 know your business requirements, so it really comes down to 800 00:54:54,610 --> 00:54:58,130 what are your business needs and business requirements and what 801 00:54:58,130 --> 00:55:01,760 you use cases are you looking to support, like with 802 00:55:01,760 --> 00:55:07,620 meetings, with video, with unified chat across the contact center 803 00:55:07,680 --> 00:55:10,890 presence, et cetera, et cetera. So know that you have 804 00:55:10,890 --> 00:55:14,650 options out there, like for instance with Genesys, we integrate 805 00:55:14,650 --> 00:55:18,400 with Zoom, we have native capabilities, we integrate with Microsoft 806 00:55:18,400 --> 00:55:22,290 Teams as I mentioned before with the Integral Care example. 807 00:55:22,290 --> 00:55:25,490 So really happy to partner with you and dig into 808 00:55:25,490 --> 00:55:29,180 your contact center requirements to really answer that with a 809 00:55:29,470 --> 00:55:34,300 more educated response to your business. That's actually a good 810 00:55:34,780 --> 00:55:37,230 point, too, Janelle. There's going to be a survey that pops up 811 00:55:37,230 --> 00:55:39,410 at the end of today's presentation asking if you would 812 00:55:39,410 --> 00:55:44,230 like your local Genesys account representative to reach out. So 813 00:55:44,230 --> 00:55:46,780 if you want additional information, go ahead and mark yes 814 00:55:46,780 --> 00:55:48,540 to that question in the survey, and we'll be sure 815 00:55:48,540 --> 00:55:50,750 to follow up with you with any additional information you're 816 00:55:51,020 --> 00:55:57,530 interested in learning.- Let me follow up a little bit 817 00:55:57,530 --> 00:56:02,380 on the question, Josh, if I may. It's interesting, one 818 00:56:02,380 --> 00:56:04,940 could look at UC and CC and say, " I want 819 00:56:04,940 --> 00:56:09,270 one vendor and not two vendors," but if you actually 820 00:56:09,270 --> 00:56:11,690 look at a vendor who says they have UC and 821 00:56:11,690 --> 00:56:15,540 CC, you may find that their CC is coming from 822 00:56:15,540 --> 00:56:18,860 a different company so it's really not one solution, it's 823 00:56:18,860 --> 00:56:22,010 two. Or you may find that a company that has 824 00:56:22,010 --> 00:56:29,260 two solutions has a two partners, like Genesys plus Zoom 825 00:56:29,260 --> 00:56:33,870 or some other context and a plus Teams. What looks 826 00:56:33,870 --> 00:56:38,090 like two separate solutions, really if you understand the technology 827 00:56:38,090 --> 00:56:41,440 behind how they're integrated, it may be tighter than somebody 828 00:56:41,440 --> 00:56:45,090 that looks like one solution. So you really have to 829 00:56:45,090 --> 00:56:47,730 scratch the surface, or I think the advice I would 830 00:56:47,730 --> 00:56:51,470 have is, make sure you sort of understand the genesis 831 00:56:51,470 --> 00:56:54,820 of the technology in each case and how well they 832 00:56:54,820 --> 00:56:59,440 integrate, what does integration mean with that particular solution? Does 833 00:56:59,440 --> 00:57:03,410 it mean four- digit dialing from you to somebody who's 834 00:57:03,410 --> 00:57:07,000 not in the contact center? Does it mean that something 835 00:57:07,000 --> 00:57:09,850 that you chat to somebody not in the contact center, 836 00:57:10,030 --> 00:57:12,980 can get captured in the contact center record? You want 837 00:57:12,980 --> 00:57:16,250 to ask those kinds of questions, it's less about whether 838 00:57:16,250 --> 00:57:23,210 it's one vendor, it's how the applications work together. Awesome. 839 00:57:24,260 --> 00:57:27,160 So unfortunately that is all the time we have today. 840 00:57:27,160 --> 00:57:29,080 I know that there are a handful of questions that 841 00:57:29,080 --> 00:57:31,210 we did not get to today, so do not fret, we 842 00:57:31,210 --> 00:57:33,420 will respond to you via email within the next few 843 00:57:33,420 --> 00:57:36,150 business days. However, if you are looking for more of 844 00:57:36,150 --> 00:57:38,120 a prompt response, you can always feel free to reach 845 00:57:38,120 --> 00:57:41,400 out to us at [email protected] genesys. com, no caps or 846 00:57:41,400 --> 00:57:44,410 spaces, and we'll get back to you as quickly and 847 00:57:44,410 --> 00:57:48,490 promptly as we can. So with that being said, to 848 00:57:48,490 --> 00:57:52,260 wrap today. First off, I know that you're wanting additional 849 00:57:52,260 --> 00:57:55,080 information about today's topic, so be sure check out that 850 00:57:55,080 --> 00:57:59,240 resource list. That's going to have the 2021 Contact Center 851 00:57:59,240 --> 00:58:01,990 Buyer's Guide bundle that will give you additional information on 852 00:58:02,040 --> 00:58:05,650 all of the topics that we discussed today. In addition 853 00:58:05,650 --> 00:58:07,660 to that, I mentioned a survey that's going to show 854 00:58:07,660 --> 00:58:10,630 up at the end of today's presentation. We encourage you 855 00:58:10,630 --> 00:58:12,670 to fill that survey out, it shouldn't take you more 856 00:58:12,670 --> 00:58:14,840 than a couple of minutes, but we tailor all of 857 00:58:14,840 --> 00:58:17,790 these webinars and presentations to exactly what you want to 858 00:58:17,790 --> 00:58:21,040 hear and learn more about with respect to contact center technology. 859 00:58:21,290 --> 00:58:23,110 So go ahead and fill that out, and we'll be 860 00:58:23,110 --> 00:58:26,900 sure to incorporate that feedback into the future Genesys presentations 861 00:58:26,900 --> 00:58:31,520 and webinars. And also, Janelle mentioned if you want to 862 00:58:31,520 --> 00:58:34,400 learn more about Company Nurse, there is the Take A 863 00:58:34,400 --> 00:58:36,730 Moment Podcast as well as the Tech Talks in Twenty 864 00:58:36,730 --> 00:58:39,190 Podcast, so I encourage you to check that out on 865 00:58:39,190 --> 00:58:42,090 basically any podcast application that you listen, or you can 866 00:58:42,090 --> 00:58:46,750 check us out on Genesys. com/ podcasts. So with all 867 00:58:46,750 --> 00:58:50,320 that information being said, on behalf and Sheila, Janelle and 868 00:58:50,320 --> 00:58:52,770 the entire Genesys team, I want to thank you again 869 00:58:52,770 --> 00:58:57,410 for joining today's 2021 Contact Center Buyers Guide webinar. Until 870 00:58:57,410 --> 00:59:02,480 next time, have a good one, everyone. Thank you. Thank 871 00:59:02,480 --> 00:59:02,500 you.[mktoform cta_header="Sehen Sie sich die On-Demand-Aufnahme an" cta_button="Jetzt ansehen!" cms_hold="RG" cid_id="7011T000001kzXcQAI"] Lernen Sie die Redner kennen Sheila McGee Smith Gründerin und Principal Analyst McGee Smith Analytics Janelle Dieken Senior Vice President of Content Marketing Genesys

Computerwoche.de [this_page_title] Personalisierung als Erfolgsrezept: Nachhaltig online Geschäft generieren Mittwoch, 24. Februar, 11:00 Uhr, LIVE [cutoff co_thick="2px"][webinarschedulesingle]Zuwächse von mehr als 30 Prozent – das Online-Business boomt, es profitiert von der momentanen Lage. Natürlich möchte jedes Unternehmen ein Stück von diesem Kuchen abbekommen. Aber: Der Markt ist umkämpft, Erfolg haben nur diejenigen Unternehmen, die ihre Kunden kennen und ihnen kontextbezogene Erlebnisse bieten. So ist selbst für bekannte Marken die Personalisierung ihrer Online-Services das Mittel der Wahl. Sie bemühen sich, kontextsensitive Botschaften, Angebote und Erlebnisse bereitzustellen. Nur so gelingt es ihnen, mit ihren Online-Besuchern effektiv und in Echtzeit zu interagieren. Erfahren Sie in unserem Webcast mit Genesys wie Sie mittels Predictive Engagement potenzielle Käufer erkennen und diese mit Empathie überzeugen, bevor sie Ihre Website wieder verlassen, wie Sie Ihre Kunden bereits kennenlernen können, bevor diese Ihnen das erste Mal begegnen, wie Sie eine personalisierte, proaktive und vorausschauende Kundeninteraktion generieren, wie Sie sicherstellen, dass Ihre Mitarbeiter alle relevanten Informationen erhalten, die sie für das bestmögliche Kundenerlebnis benötigen. Informieren Sie sich im COMPUTERWOCHE Webcast mit Genesys am 24.02, 11.00 Uhr.[genesysbutton gb_size="extra-large" gb_align="align-center" gb_link="url:https%3A%2F%2Fwebcast.idg.de%2Fcontent%2Fpersonalisierung-als-erfolgsrezept%3Futm_source%3DGenesys|title:Zur%20Registrierung|target:_blank"] REFERENTEN Sven Hansel Moderator Redaktionsbüro Sven Hansel Jörg Kasselmann Account Executive Genesys

3-in-1-Webinar: Analyse, Erfahrungsbericht und Produkt-Demo: Frost & Sullivan: Warum Unternehmen, die CCaaS einführen, bei der CX die Nase vorn haben On-Demand Webinar mit Siemens Healthineers [cutoff co_thick="2px"][webinarschedulesingle]Die europäischen CCaaS-Marktdaten sind eindeutig: Die Zukunft liegt in der Cloud. Unternehmen, die schnell auf neue Situationen reagieren , haben bereits entdeckt, dass ein Cloud Contact Center weit mehr kann, als den Agenten das Arbeiten von zu Hause aus zu ermöglichen. mehr Stabilität und Agilität für das die CX dank cloudbasierten Microservices und Upgrades besser erfüllte Kundenerwartungen durch Hyperpersonalisierung, Geschwindigkeit, Datensicherheit und Self-Services dank optimierter Arbeitsabläufe, mehr Automatisierung und einer besseren Einbindung können Agenten für außergewöhnliche Kundenerlebnisse sorgen Während der interaktiven Session mit Alexander Michael, Senior Diretor of Consulting bei Frost&Sullivan und Jochen Hostalka, Senior Vice President IT - Customer Services bei Siemens Healthineers verbinden wir Theorie und Praxis und stellen Ihnen Markt-Analysen, CCaaS Vorteile,bei der Einführunng zu beachtende Punkte, Projekt-Erfahrungen und Genesys Cloud in Aktion vor. Jetzt On-Demand verfügbar![mktoform cta_header="Frost & Sullivan Webinar" cta_button="On-Demand Version" cms_hold="RG" cid_id="7011T000001kwuOQAQ"] Ihre Referenten Jochen Hostalka Senior Vice President IT - Customer Services Siemens Healthineers Alexander Michael Senior Director of Consulting Frost & Sullivan

Genesys Cloud TV - DeepDive Webinar [this_page_title] [cutoff co_thick="2px"]Technologien für digitalen Kundenservice haben sich in den letzten Jahren drastisch verändert. Kunden sind auf diversen digitalen Kanälen aktiv und fordern genau hier auch die Kommunikation mit den Unternehmen. Wer heute clever in Kundenservice-Technologien investiert, profitiert direkt nach der Implementierung von den Vorteilen einer agilen und innovativen, cloud-basierten Lösung. Doch wie gelingt die Migration in die Cloud? Welche Anwendungen und Funktionen sind für einen hohen ROI und verbesserte KPIs besonders relevant? Wann lohnt es sich auch bei laufenden Verträgen über Alternativen nachzudenken? Und welchen Stellenwert hat KI? Erfahren Sie in unserem On-Demand Webinar mehr über die wichtigsten Service-Trends, Migrationsstrategien und relevanten Funktionen einer Omnikanal Cloud-Lösung. Wenn Sie über eine Investition in Ihr Call Center nachdenken, sollten Sie diese Aufzeichnung nicht verpassen![mktoform cta_header="Anmelden und mitreden" cta_button="YouTube Video generieren" cms_hold="RG" cid_id="7011T000001kqlLQAQ"] Präsentiert und moderiert von: Dipl. Ing. (FH) Daniel Karadza Senior Account Executive Genesys Dr. Michael Breyer Geschäftsführer Business.today Networks

Genesys Cloud TV - DeepDive Webinar Auf der Suche nach dem Glücksmoment – Expedition Kundenservice On-Demand [cutoff co_thick="2px"]Kunden erwarten Individualität, Menschlichkeit, Einfachheit, Geschwindigkeit und Automatisierung. Das sind hohe Anforderungen, die sie mit einer digitalen Basis aus Cloud-Contact-Center und CRM System erfüllen können. Wir zeigen Ihnen anhand von aktuellen Studien, Uses Cases und einer Live-Demo mit vielen praktischen Tipps, wie Sie damit bei Kunden und Servicemitarbeitern Glücksmomente schaffen. Erfahren Sie, welche Anforderungen an den Kundendialog die nahe Zukunft prägen werden und wie Sie sich dafür aufstellen sollten. Erkennen Sie anhand von Demobeispielen, welche Umsatz-Wirkung Serviceprozesse mit einer hohen Kunden- wie auch Mitarbeiterorientierung haben. Sehen Sie das ideale Zusammenspiel von Cloud-Contact-Center und CRM-Lösung. Webinarinhalte: Gründe für Kundenabwanderung durch schlechten Kundenservice: der Status Quo Erwartungen an den Kundendialog von morgen: die nahe Zukunft Grenzen/Hürden von Servicemitarbeitern in der Kundenbetreuung Beispiele für Glücksmomente dank digitaler Möglichkeiten in Form von Use Cases Stellschrauben zur Ausgestaltung im Kundenservice: Ihre Handlungsfelder [mktoform cta_header="On-Demand Version" cta_button="Video starten" form_p_target="custom" url_target="yes" cms_hold="RG" cid_id="7011T000001t6kh" url="https://www.genesys.com/auf-der-suche-nach-dem-gluecksmoment-expedition-kundenservice"] Meet the Speakers Maximilian Urspringer Senior Solution Consultant T-Systems Multimedia Solutions Oliver Hirzmann Director Sales Commercial & Midmarket Germany Genesys

[section_header format="header-c" background_img="318337" title="Genesys Cloud TV verpasst?"] Hier gibt's alle bisherigen Sendungen als On-Demand Version! [/section_header][mktoform cta_header="On-Demand Version" cta_button="Zur Live-Aufzeichnung" ar_status="dynamic" cid_id="7011T000001t7pJ"]Kundenservice live auf Sendung: Genesys Cloud-TV Sendung verpasst? Kein Problem! Hier finden Sie die On-Demand Versionen aller Folgen von Genesys Cloud-TV. Alle aktuellen Inhalte sind nach Ausstrahlung auf YouTube weiterhin online abrufbar. Füllen Sie einfach unser Kontaktformular aus und Sie erhalten umgehen alle Links zu den bisherigen Cloud TV Sendungen und können sich diese jederzeit ansehen. Glücksmomente Mittelstand, Homeoffice, oder speziell für den Handel – jede Sendung widmet sich einem eigenen Thema. Das Genesys-Team wird dabei unterstützt von wechselnden namhaften Referenten. Freuen Sie sich auf: Umfragen zum Thema im Kundenservice-Barometer Demos und Praxisbeispiele aus der Werkstatt Fachvorträge von externen Experten On-Demand sehen Sie außerdem alle Fragen und Antworten aus dem Q&A-Teil der Live-Aufzeichnung. Die Inhalte stehen Ihnen rund um die Uhr zur Verfügung. Wählen Sie jetzt das Thema, das Ihr Unternehmen voranbringt![section_cta format="cta-c" background_clr="bgc-medgray" text_theme="theme-dark" title="Genesys Konsumentenumfragen Mai/Juni/Juli 2020" cta="url:https%3A%2F%2Fwww.genesys.com%2Fde-de%2Fresources%2Fkonsumentenumfrage|title:Studien%20anfordern|target:%20_blank|" image="319502" sub_title="Empathie durch Technologie - Realitätscheck im Kundenservice" background_img="319521"][/section_cta][section_cta format="cta-d" full_width="true" title="Anmeldungen zu allen weiteren Genesys Cloud TV Sendungen ist hier kostenfrei möglich!" cta="url:https%3A%2F%2Fwww.genesys.com%2Fde-de%2Fevents%2Fgenesys-cloud-tv%20|target:_blank"][/section_cta]

Integrierte AI im Kundenservice [this_page_title] [cutoff co_thick="2px"]Erfahren Sie, wie Sie Self-Service-Angebote personalisieren, Kundeninteraktionen verknüpfen und die Arbeit für Ihre Teams effizienter gestalten. Heiko Kuhn gibt Ihnen 5 Tipps zur integrierten AI! Die enorme Zunahme der Daten, Kanäle und automatisierten Prozesse revolutioniert die Interaktion zwischen Unternehmen und ihren Kunden. Nahezu jedes Unternehmen untersucht inzwischen, wie sich durch den Einsatz künstlicher Intelligenz (Artificial Intelligence, AI) die Rentabilität des Kundenservice steigern lässt. Doch allzu leicht wird dabei die tragende Rolle der Mitarbeiter vergessen. Nur wenn es Ihnen gelingt, AI-Lösungen mit zwischenmenschlichen Interaktionsprozessen zu verknüpfen und Ihrem Kundenservice so den menschlichen Touch zu verleihen, können Sie die gesamte Customer Journey ansprechender gestalten und zugleich Ihre geschäftlichen Ziele erreichen. Heiko Kuhn, Teamlead Mid Market Sales von Genesys, stellt dazu den Mitarbeiter in den Mittelpunkt und gibt in diesem Webinar 5 Tipps wie der Einsatz von Bots und Automatisierungslösungen gelingt. Als Referent zeigt er, wie AI-gestützer Kundenservice funktioniert und wie Sie Mitarbeiter und Bots gewinnbringend verknüpfen![genesysbutton gb_size="extra-large" gb_align="align-center" gb_link="url:https%3A%2F%2Fwww.cloudcomputing-insider.de%2F5-tipps-zum-einsatz-von-bots-als-mitarbeiterunterstuetzung-v-42712-12654%2F|title:On-Demand|target:%20_blank|"] Sprecher Florian Karlstetter Chefredakteur CloudComputing-Insider Heiko Kuhn Teamlead Mid-Market Sales Germany Genesys

Live-Webcast [this_page_title] [cutoff co_thick="2px"]Sie denken darüber nach welche Auswirkungen die aktuelle Wirtschaftssituation auf Ihr Unternehmen haben könnte? Sie würden gerne neue digitale Arbeitsweisen und modernere Lösungsansätze in Ihren Kundenservice-Teams einführen? In diesem Webinar diskutieren Heinrich Welter, Lewe Zipfel und Heiko Kuhn über die aktuelle wirtschaftliche Lage und die damit verbundenen Herausforderungen sowie Chancen für den Kundenservice. Sie erfahren, wie Teams agil und effizient im Homeoffice zusammenarbeiten können und welche Vorteile Ihnen der Einsatz von Cloud-Lösungen und Künstlicher Intelligenz hierbei bringt. Außerdem erhalten Sie einen Einblick in die Möglichkeiten die Ihnen eine Omnichannel-Lösung im Contact Center bietet und Sie erfahren wie diese zu Ihrer bestehenden Infrastruktur passt. Webinarinhalte: Veränderte Wirtschaftslage als Chance zur Digitalisierung nutzen Effiziente Zusammenarbeit in internen Teams – relevante Software für Homeoffice Plätze Neueste Studienergebnisse: Krisensicher mit Cloud und Künstlicher Intelligenz Echt Omnichannel: Kanäle, Schnittstellen, Integration – so sind Sie für die Zukunft gewappnet Jetzt anmelden - 02. April 2020 - 11:00 - 12:00 Uhr Dieses Webinar findet in Zusammenarbeit mit der CCW statt, die Anmeldung erfolgt über Weiterleitung zur CCW Webinar-Seite.[genesysbutton gb_size="extra-large" gb_align="align-center" gb_link="url:https%3A%2F%2Fwww.ccw.eu%2Fagenda%2Fschnell-digital-kundenservice-als-held-in-der-krise%2F|title:Jetzt%20anmelden!|target:%20_blank|"] Meet the Speakers Heinrich Welter Territory VP EMEA Central Genesys Lewe Zipfel Director Solutions Consulting EMEA Central Genesys Heiko Kuhn Teamlead Mid-Market Sales Germany Genesys

Live-Webcast [this_page_title] [cutoff co_thick="2px"]Genesys & KOMSA Auch mittlere Unternehmen müssen sich gegenüber ihrem Wettbewerb über optimalen Kundenservice differenzieren. Erreichbarkeit über Social Media, die Interaktion mit den Kunden via Messenger oder der Einsatz von Chatbots mit Künstlicher Intelligenz sind daher auch für Mittelständler kritische Erfolgsfaktoren. Die Lösung dafür liegt in der Cloud: Mit Technologien, die früher Konzernen vorbehalten war, speziell verpackt für Organisationen jedweder Größe, für eine optimale Customer Experience und herausragenden Kundenservice. Erfahren Sie in unserem Webcast mit Genesys und KOMSA unter anderem: Welchen Nutzen die Anwender daraus ziehen Welche umfangreichen Möglichkeiten sich aus der Cloud für den Kundenservice ergeben Wie sich das Ganze schnell installieren und ohne Aufwand in die IT integrieren lässt Wie Systemhäuser diese Cloud-Lösungen rechtssicher an ihre Endkunden vermarkten können Informieren Sie sich im COMPUTERWOCHE Live-Webcast mit Genesys und KOMSA am 19. März, 11:00 Uhr![genesysbutton gb_size="extra-large" gb_align="align-center" gb_link="url:https%3A%2F%2Fwebcast.idg.de%2Fcontent%2Fkundenservice-fuer-den-mittelstand-einfach-aus-der-cloud%3Futm_source%3DNews|title:Jetzt%20anmelden!|target:%20_blank|"] Meet the Speakers Heinrich Welter Territory VP EMEA Central Genesys Steffen Ebner Vorstand B2B KOMSA AG

Von "Null" auf "Cloud" Wie Sie Ihren Kundenservice stark, flexibel und up-to-date machen [cutoff co_thick="2px"] Datum: Donnerstag, 21. November 2019, 11 bis 12 Uhr Wie schaffen Sie den Sprung von Ihrem mit Risko behafteten, unflexiblen und nicht zukunftsfähigen Kundenservice-System zu einer modernen, kompatiblen, an Teamarbeit orientierten Omnichannel-Plattform aus der Cloud? Wie sieht so eine Lösung aus? Welche Vorteile hat sie, welche Schritte sind erforderlich und mit welchen Resultaten können Sie rechnen? Diese Webinar gibt Ihnen den Überblick. Webinarinhalte: Aus "alt" mach "neu" - Was Ihr Contact Center alt aussehen läßt Erfolgsstory: Wie man in nur 2 Monaten zu einem Cloud Contact Center wechselt Live-Demo: Modernes Contact Center - So sieht's aus! Dieser Weg wird ein leichter sein - 5 Schritte zum modernen Omnichannel-Kundenservice Darum sollten Sie das Webinar nicht verpassen: Ihre Chance innerhalb von 45 Minuten alles zu erfahren, um eine fundierte Entscheidung für die Zukunft Ihres Kundenservice treffen zu können. Lernen Sie die Leistungsmerkmale moderner Lösungen kennen, erfahren Sie anhand des konkreten Fallbeispiels, wie eine Migration in die Cloud gemanagt wird und sehen Sie die Lösung Live! Ihre Referenten: Frank Fauerbach, Senior Cloud Solutions Consultant Genesys Daniel Karadza, Account Executive Financial Services Genesys[genesysbutton gb_size="large" gb_align="align-center" gb_style="genesys-orange-fill" gb_link="url:https%3A%2F%2Fwww.managementcircle.de%2Fseminar%2Fvon-null-auf-cloud%2Fp%2Fanmeldung-webinar-von-null-auf-cloud.html|title:Zur%20Webinar-Anmeldung|target:%20_blank|"]

Sag‘s nur einmal, Sam! Voicebots, Omnichannel & intelligente Kundenkommunikation Können IT & TK Kundenservices mit den Geschäftsprozessen Ihres Unternehmens koppeln? [cutoff co_thick="2px"] Datum: Montag, 14. Oktober 2019, 11 bis 12 Uhr Das moderne Kunden- & Serviccenter: Verschiedene Eingangskanäle müssen einheitlich und effizient bedient und ein konsolidiertes Reporting über alle Kontaktarten erstellt werden können. Künstliche Intelligenz (KI) erweitert zudem mehr und mehr das Spektrum innovativer Kundenservices. Servicecenter sollen zudem die Geschäftsprozesse abbilden und zur Differenzierung im Wettbewerb beitragen. Aber wie? Erfahren Sie es im Webinar! Das erwartet Sie im Webinar: Contact Center & Service-Erlebnisse Vorqualifizierung mit Artificial Intelligence Bot-Szenarien und deren Einsatz Digitale Sprachassistenz im Einsatz Omnikanal- und Bot-Integration Darum sollten Sie das Webinar nicht verpassen: Was bedeutet Omnichannel? Lernen Sie den Umgang mit Sprache, E-Mail, Chat, Video, IoT u.a. kennen. Welche Vorteile bietet mir Künstliche Intelligenz (KI) im Kundenservice? Wie bilde ich meine Geschäftsprozesse im Contact Center ab? Warum differenziere ich mich im Wettbewerb durch optimalen Endkundservice? Erhalten Sie die Antworten im Webinar!

AI | Spektrum [this_page_title] Vom Kunden zum Fan. Kundenservice mit KI Intro Here.[cutoff co_thick="2px"] LIVE AM 19.09.2019 VON 11:00-12:00 UHR Bereich: Webinar Stellen Sie sich vor Ihr Kundenservice schafft Fans. Begeisterte Kunden blieben Ihnen treu. Sie lassen sich gerne über aktuelle Angebote informieren. Und empfehlen Sie noch lieber weiter. Zufriedene Mitarbeiter übrigens auch. In der täglichen Praxis sieht es leider häufig anders aus. Lange Wartezeiten, gestresste Mitarbeiter. Unzufriedene Kunden. Wir verbessern Kundenprozesse mit KI. Ihre Mitarbeiter können sich so viel besser um Ihre Kunden kümmern. Und schaffen Fans. Wir zeigen mit echten Use Cases wie Ihr Kundenservice bereits heute profitieren kann. Melden Sie sich jetzt für das kostenfreie Webinar an! Wir freuen uns auf Ihre Teilnahme![genesysbutton gb_size="large" gb_align="align-center" gb_style="genesys-orange-fill" gb_link="url:https%3A%2F%2Fregister.gotowebinar.com%2Fregister%2F3129780040400821772|title:Zur%20Webinar-Anmeldung|target:%20_blank|"]

Dimention Data [this_page_title] Kundenservice 3.0 - der Weg zum hybriden Contact Center [cutoff co_thick="2px"] Termin: 25. September 2019, 11-12 Uhr Der Kundenservice 3.0 wird die Spreu vom Weizen trennen. 34,4 Millionen Kunden in 17,3 Millionen deutschen Haushalten können nicht irren. Wer jetzt nicht auf den Zug aufspringt, braucht nicht mehr darüber nachzudenken, welche Geschichte er als Unternehmen erzählen will. Dessen Geschichte ist zu Ende erzählt. Hier erfahren Sie die Details dazu. Das erwartet Sie im Webinar: Top Customer Experience Trends aus der aktuellen CX Benchmark Studie Der Weg zum Erfolg: 3E Der Weg zum hybriden Kundenservice Psychologie statt Technologie - Hyperpersonalisierung Praxisbeispiele Kundenservice 3.0 Ihr Referent: Christian Klein, Senior Manager Customer Experience, Dimension Data / NTT

IT-Management.today [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle]Wir möchten Sie gerne zum Webinar „Ein Blick hinter die Kulissen einer Cloud 2.0-Plattform“ mit IT-Management.today, am Donnerstag, 27. Juni um 10.00 Uhr einladen. Kunden erwarten heutzutage eine ständige und unmittelbare Erreichbarkeit von Unternehmen. Um diese Anforderung zu erfüllen, werden immer mehr cloudbasierte Contact Center eingerichtet. Nach einer aktuellen Studie von Frost & Sullivan, wurden bereits 36% der Anwendungen in die Cloud verlagert. Weitere 50% der IT-Entscheider planen, dies in den kommenden drei Jahren zu realisieren. Doch Cloud ist nicht gleich Cloud. Es macht einen großen Unterschied, ob man eine ältere oder mehrschichtige Anwendung nur in der Cloud hostet oder ob ein System die Skalierbarkeit und Hochverfügbarkeit der Cloud in vollem Umfang ausschöpfen kann. In unserem Webinar erfahren Sie, wie mit einer Cloud 2.0 Plattform die Zuverlässigkeit, Flexibilität und Sicherheit Ihrer Anwendungen erhöht wird. Hier können Sie sich direkt zu unserem Live-Webinar[genesysbutton gb_size="large" gb_align="align-center" gb_style="genesys-orange-fill" gb_link="url:https%3A%2F%2Fit-management.leadfactory.com%2FCloud_2punkt0_Webinar%2FShowSite%2F77142DFF97718248D4E03468DA5250CC|title:Zur%20Webinar-Anmeldung|target:%20_blank|"]

Call Center Verband [this_page_title] „So machen Sie Ihr Contact Center zukunftssicher – mit integrierter AI und der Cloud“ [cutoff co_thick="2px"][webinarschedulesingle]Wir möchten Sie gerne zum Webinar „So machen Sie ihr Contact Center zukunftssicher“ mit dem Call Center Verband, am Donnerstag, 10. Oktober um 10.00 Uhr einladen. Ihr Referent Oliver Hirzmann, Experte für künstliche Intelligenz und Customer Experience Technologie bei Genesys erklärt in diesem Webinar, wie Sie Self-Service-Angebote personalisieren, Kundeninteraktionen verknüpfen und kleinere Automatisierungsprojekte selbst umsetzen können. Erfahren Sie, was man unter integrierter AI versteht, wann es sinnvoll sein kann, die Cloud zu nutzen und wie Sie Ihr Contact Center fit für die Zukunft machen! Das begleitende Ebook zum Thema finden Sie als kostenfreien Download unter www.genesys.com/de-de/resources/blended-ai-for-customer-experience. [genesysbutton gb_size="large" gb_align="align-center" gb_style="genesys-orange-fill" gb_link="url:https%3A%2F%2Fcallcenter-verband.de%2Ftermin%2Fwebinar-so-machen-sie-ihr-contact-center-zukunftssicher%2F|title:Zur%20Webinar-Anmeldung|target:%20_blank|"]

CloudComputing Insider [this_page_title] Cloud ist nicht gleich Cloud! [cutoff co_thick="2px"][webinarschedulesingle]On-Demand Webinar mit Vogel und dem CloudComputing Insider: „Microservices für mehr Leistung und bessere Skalierbarkeit Die authentische Cloud 2.0“  Cloud-Kommunikationssysteme gibt es seit etwa zehn Jahren. Bei genauerem Hinsehen stellte sich jedoch oft heraus, dass diese ersten Anbieter einfach nur einen ganzen herkömmlichen Technologie-Stack in einem privaten Rechenzentrum installiert und als „Cloud“ bezeichnet hatten. Dennoch hatte Cloud 1.0 einige Vorteile: Zum Skalieren wurden weniger Ressourcen benötigt als bei On-Premise-Systemen, die Systeme waren etwas schneller und Nutzer profitierten von einer gewissen Redundanz. Mit der Zeit änderten sich jedoch mit den Kundenerwartungen auch die Ansprüche an die Cloud – sowohl die Skalierbarkeit als auch die Leistung der Cloud 1.0 erwiesen sich als beschränkt. Wie sieht eine zeitgemäße cloudbasierte Plattform für ein Contact Center aus? Die Plattform lässt sich flexibel, bedarfsgerecht und effektiv an die geschäftlichen Anforderungen anpassen. Systeme können schnell hochgefahren und Änderungen rasch umgesetzt werden, sodass Nutzer umgehend auf neue Marktbedingungen oder Kundenerwartungen reagieren können. Um die richtigen Cloud-Services für Ihr Unternehmen zu finden, ist es wichtig, zwischen einer authentischen Cloud 2.0-Anwendung und herkömmlicher Software unterscheiden zu können. Insbesondere sollten Sie wissen, auf welche Merkmale Sie achten müssen und warum. [genesysbutton gb_size="large" gb_align="align-center" gb_style="genesys-orange-fill" gb_link="url:https%3A%2F%2Fwww.cloudcomputing-insider.de%2Fdie-authentische-cloud-20-v-41554-12654%2F|title:On-Demand%20Webinar|target:%20_blank|"]

Webinar mit Management Circle [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle] Wir möchten Sie gerne zum Webinar „12 Kanäle im digitalen Kundenservice! Wie ist das zu managen?“ mit der Management Circle, am Donnerstag, 9. Mai um 11.00 Uhr einladen. Die digitalen Kanäle sind im Kundenservice auf dem Vormarsch. Was gilt es zu beachten? Der Kunde und damit auch Unternehmen interagieren zunehmend digital. Bald werden wir es mit mindestens zwölf unterschiedlichen Kanälen zu tun haben. Damit entstehen ganz neue Herausforderungen für Customer Experience und den digitalen Kundenservice. In diesem Webinar können Sie sich anhand von konkreten Beispielen ein Bild machen, worauf es ankommt und wie Sie sich am besten für die Zukunft rüsten. Das erwartet Sie im Webinar: Digitale Transformation trifft auf CX - eine Herausforderung Innovativ und adaptiv: Aufbau eines zeitgemäßen Ökosystems Employee Experience (EX) als integraler Bestandteil von CX Omnichannel-Kommunikation: die Voraussetzungen Omnichannel-Kommunikation: Die Praxis Darum sollten Sie das Webinar nicht verpassen: In diesem Webinar vermitteln Ihnen führende Customer Experience Experten wie Sie sich auf die neuen Herausforderungen im digitalen Kundenservice vorbereiten können. Profitieren Sie von diesen Erfahrungen und erhalten wertvolle Einblicke in Best Practises und entsprechende Methoden. [cutoff co_thick="2px"]

[pfdviewerembed pdf_file="142432"]

Genesys auf dem CCW Kongress 2019 Vortrag von Heinrich Welter auf dem @CCW Kongress 2019. [cutoff co_thick="2px"][webinarschedulesingle][pfdviewerembed pdf_file="137717"][cutoff co_thick="2px"]

Kooperation mit Funkschau.de [this_page_title] [cutoff co_thick="2px"]On-Demand Webinar „Der Einsatz von cloud-basierten Contact Centern in mittelständischen Unternehmen“ mit Funkschau.de Mittelständische Contact-Center stehen oft vor der Herausforderung, dass ihre traditionellen Ressourcen mittlerweile technologisch nicht mehr ausreichen um mit Kunden oder Interessenten auf mehreren Kanälen zu kommunizieren. Manche Verantwortliche befürchten auch, dass eine Modernisierung Ihres Contact-Cententers mit enormen Kosten verbunden wäre und scheuen sich daher diesen Schritt zu gehen. Heiko Kuhn, Experte für Mittelstandskunden bei Genesys, zeigt welche Chance der Einsatz einer Cloud-Lösung gerade kleinen Contact Centern bietet. Besonders Mittelständler haben die Möglichkeit mit dem Einsatz einer kostengünstigen Cloud-Lösung zum innovativen Omnichannel-Kundenservice-Anbieter zu werden. [cutoff co_thick="2px"][genesysbutton gb_size="large" gb_align="align-center" gb_style="genesys-orange-fill" gb_link="url:https%3A%2F%2Fwww.youtube.com%2Fwatch%3Fv%3DeMqes-L1rao%26feature%3Dyoutu.be|title:On-Demand%20Webinar|target:%20_blank|"]

[this_page_title] [cutoff co_thick="2px"][webinarschedulesingle] In diesem Webinar bringen wir Ihnen brandneue Studienergebnisse zum Thema Kundenservice mit, stellen Ihnen in aller Kürze die wichtigsten neuen Technologien und was Sie damit anfangen können vor und besprechen, wie Sie sich heute am besten für morgen aufstellen. Webinarinhalte: Wie beliebt sind Chatbot & Co? Überraschende Ergebnisse einer Umfrage unter 1000 Konsumenten Wann Kunden etwas von sich preisgeben und wie Unternehmen das heute nutzen – CX-Studie 2018 Wettbewerb: Kundenservice-Helden – erstaunliche Berichte und Chancen für Ihr Team Was kann KI eigentlich? Wie kann man sie schon heute sinnvoll im Kundenservice einsetzen? Zeit für Ihre Fragen! [cutoff co_thick="2px"][genesysbutton gb_size="large" gb_align="align-center" gb_style="genesys-orange-fill" gb_link="url:https%3A%2F%2Fwww.ccw.eu%2Fagenda%2Fsummary-ccw-2019%2F|title:Jetzt%20schnell%20anmelden!|target:%20_blank|"]

Webinar in Kooperation mit der Marketing-Börse [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle] Wir möchten Sie gerne zum Webinar „Wie können Bots im Mittelstand sinnvoll eingesetzt werden?“ mit der Marketing-Börse, am Freitag, 5. April um 11.00 Uhr einladen. Die meisten großen Unternehmen haben Bots bereits seit Jahren im täglichen Einsatz und berichten von deutlich messbaren Erfolgen in der Beschwerdeabwicklung und Kundenzufriedenheit. Doch was bedeutet diese Entwicklung für Mittelständler? Heiko Kuhn, Mittelstandsexperte bei Genesys, erklärt wie auch kleine Unternehmen Bots kostengünstig einsetzen können und welche ersten Schritte notwendig sind. [cutoff co_thick="2px"][genesysbutton gb_size="large" gb_align="align-center" gb_style="genesys-orange-fill" gb_link="url:https%3A%2F%2Fwww.marketing-boerse.de%2Fwebinar%2Fdetails%2F1910-wie-koennen-bots-im-mittelstand-sinnvoll-eingesetzt-werden|title:On-Demand%20Version|target:%20_blank|"]

Erfolgsfaktor „Kundenservice“ - Die Wünsche deutscher Kunden und wie Unternehmen sie erfüllen können [cutoff co_thick="2px"][webinarschedulesingle] Unser Experte: Heiko Kuhn Team-Lead Mid-Market Sales Deutschland Genesys Telecommunications Laboratories GmbH im Gespräch mit Simone Ciganek Moderatorin und freie Redakteurin für COMPUTERWOCHE  Unser COMPUTERWOCHE Webinar in Zusammenarbeit mit Genesys widmete sich u.a. diesen Fragen: • Wie lässt sich durch eine optimierte Service-Qualität die Kundenbindung verbessern? • Welche Lösungen zur Verbesserung der Costumer-Experience sind effizient? • Welche Rolle spielen digitale Support-Kanäle und künstliche Intelligenz? • Welche Möglichkeiten bieten Cloud-basierte Contact-Center? Antworten auf diese und weitere Fragen finden Sie im COMPUTERWOCHE On-Demand Webinar. [cutoff co_thick="2px"][genesysbutton gb_size="large" gb_align="align-center" gb_style="genesys-orange-fill" gb_link="url:https%3A%2F%2Fcloud.idg.de%2Fs%2FQdZgxDSFY67iA3X|title:On-Demand%20Webinar|target:%20_blank|"]

Kooperation mit iBusiness [this_page_title] Webinar Kooperation mit iBusiness.de [cutoff co_thick="2px"][webinarschedulesingle]Wie bewerten Sie heute Ihre Kundenreisen? Die Betrachtung von Kundenreisen in Echtzeit ermöglicht erhebliche Steigerungen in Effizienz, sowie deutliche Einsparungen von Zeit auf Seiten von Mitarbeiter und Kunden/Interessenten - ganz zu schweigen vom Vertriebspotential. In diesem Vortrag erfahren Sie um die Möglichkeiten der Bewertung von Kundenreisen und die dynamische Kundenansprache in Abhängigkeit der Kundenreise. Ganz gleich, ob es sich bei diesem Meilenstein um eine Produktbestellung, das Einholen eines Versicherungsangebots oder um eine Flugbuchung auf einer Webseite handelt - durch die Echtzeit-Visualisierung können Sie die einzelnen Schritte im Kontext sehen. [cutoff co_thick="2px"][genesysbutton gb_size="large" gb_align="align-center" gb_style="genesys-orange-fill" gb_link="url:https%3A%2F%2Fwww.ibusiness.de%2Fwebinar%2F|title:On-Demand%20|target:%20_blank|"]

Analyst Webinar [this_page_title] IoT-optimierte Service-Erfahrung und Nutzenversprechen [cutoff co_thick="2px"]2017 wird der Wandel in der Industrie vor allem von der Notwendigkeit getrieben sein, den neuen Anforderungen der Kunden gerecht zu werden. Hierzu müssen Organisationen ihre Geschäftsstrategien auf Basis ihrer Kundenerkenntnisse optimieren. Das Internet der Dinge (IoT/Internet of Things) ermöglicht unzählige Verbesserungen an Produkten sowie Services und verändert die Art und Weise, wie Unternehmen heute mit Kunden und Mitarbeitern agieren. Das Beratungsunternehmen Frost & Sullivan befragte nahezu 1.000 führende Unternehmen im Kundenservice. Nahezu zwei Drittel der Befragten erwarten, dass sich das Internet der Dinge unmittelbar auf die Customer Experience auswirken wird. Nehmen Sie an unserem 45-minütigen Webinar teil, und erfahren Sie mehr über Folgendes: Wichtige Erkenntnisse aus der Umfrage – wie beispielsweise führende Organisationen IoT realisieren. Warum eine IoT-zentrierte Customer Experience (IoT-CX) das wichtigste Differenzierungsmerkmal für europäische Unternehmen werden könnte. Wie sich die Herausforderung meistern lässt, ein konkretes Nutzenversprechen (Value Proposition) für IoT-CX zu definieren. Wie Sie mit einer klaren IoT-CX Roadmap an den Start gehen. Unsere Spezialisten beantworten zum Ende der Veranstaltung gerne Ihre Fragen.[webinarschedule][cutoff co_thick="2px"] Meet the Speakers Alexander Michael Director of Consulting in Digital Transformation, Frost & Sullivan Heinrich Welter Vice President Sales und General Manager der DACH-Region, Genesys [mktoform cta_header="Jetzt anmelden" cta_button="Jetzt anmelden" landing_id="55797" cid_id="7010B000001YV2N"]

Customer Webinar [this_page_title] Enterprise Workload Management verbessert die Arbeitslastverteilung über das Contact Center hinaus [cutoff co_thick="2px"]Arbeiten bei Ihnen wirklich die richtigen Mitarbeiter zur richtigen Zeit an den richtigen Aufgaben? Verschaffen Sie sich einen Einblick, wie sich Kundenservice-Prozesse effizienter und effektiver gestalten lassen und dabei gleichzeitig die Kundenzufriedenheit gesteigert werden kann. Nehmen Sie an unserem 45-minütigen Webinar teil, und erfahren Sie, wie die HDI Versicherungs AG mit einer Enterprise Workload Management (EWM)-Lösung ihre Backoffice-Prozesse gestrafft sowie die Arbeitslastverteilung optimiert hat und dadurch die Produktivität des Unternehmensbereichs steigern, das Engagement der Mitarbeiter verbessern und gleichzeitig Kosten einsparen konnte. Zum Ende der Veranstaltung  beantworten unsere Spezialisten gerne Ihre Fragen. Sie können an dem Live-Webinar nicht teilnehmen? Melden Sie sich dennoch gerne an. Wir senden Ihnen das aufgezeichnete Webinar im Nachhinein zu.[webinarschedule][cutoff co_thick="2px"] Meet the Speakers Norbert Schmidt Leiter Betrieb Leben Services, HDI Kundenservice AG Stefan Kauck Senior Principal Business Consultant EMEA, Genesys [mktoform cta_header="Jetzt anmelden" cta_button="Jetzt anmelden" landing_id="57445" cid_id="7010B000001gH9I"]

Genesys Webinar [this_page_title] Mit Genesys Cloud optimieren Sie die Kommunikation mit Ihren Kunden auf allen Kanälen und steigern Ihre Effizienz [cutoff co_thick="2px"]Kunden erwarten den besten Service, unabhängig davon, ob beim direkten Kontakt mit dem Mitarbeiter im Kundencenter oder durch den Self-Service. Ein unkompliziertes Handling sowie eine schnelle Bearbeitung der Anfrage – und das über alle Kommunikationskanäle – stehen dabei im Vordergrund. Mit cloudbasierten Kundencenter-Lösungen wie Genesys Cloud sind Sie für die Contact-Center-Zukunft bestens gerüstet! Sehen Sie sich unser Webinar an und verschaffen Sie sich einen Überblick, welche Vorteile Ihnen Genesys Cloud bietet: Anwenderfreundliche Kundeninteraktion und Systemverwaltung: Interaktionen lassen sich über alle Kommunikationskanäle hinweg zu einem Interaktionsstrang zwischen Mitarbeiter und Kunde verknüpfen Omnichannel-Lösungen unterstützen die bestehenden Kommunikationskanäle Genesys-Lösung innerhalb weniger Tage betriebsbereit Kontinuierliche Updates und Aktualisierungen Hohes Maß an Sicherheit: Trennung von Datenabfragen verschiedener Unternehmen bei der Service- und Kommunikationsarchitektur Für Organisationen jeder Größenordnung geeignet. [webinarschedule][cutoff co_thick="2px"] Meet the Speakers Christian Klein Principal Strategic Business Consultant EMEA, Genesys Frank Fauerbach Cloud Solutions Consultant EMEA, Genesys Yasemin Topp Solutions Consultant DACH, Genesys [mktoform cta_header="Jetzt ansehen!" cta_button="Das Webinar ansehen!" landing_id="62730" cid_id="7010B000001SKvV"]