{"id":364145,"date":"2021-02-17T00:44:03","date_gmt":"2021-02-17T08:44:03","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=webinars&#038;p=364145"},"modified":"2021-02-15T07:21:30","modified_gmt":"2021-02-15T15:21:30","slug":"2021-contact-center-buyers-guide-webinar","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/de-de\/webinars\/2021-contact-center-buyers-guide-webinar","title":{"rendered":"Webinar zum Contact Center-Leitfaden f\u00fcr K\u00e4ufer 2021"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row][vc_column width=&#8220;2\/3&#8243;][vc_column_text]<\/p>\n<p class=\"pre_h1\">Webinar f\u00fcr Analysten<\/p>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<h1>Webinar zum Contact Center-Leitfaden f\u00fcr Kunden 2021<\/h1>\n<p>[\/vc_column_text]<span class=\"g_separator genesys-light-gray\" style=\"height:2px\"><\/span>[vc_row_inner][vc_column_inner][vc_column_text]Die Technologie entwickelt sich weiter \u2013 auch wenn die Welt die Pandemie hinter sich l\u00e4sst. Mit den dramatischen Ver\u00e4nderungen in der Branche Schritt zu halten und gleichzeitig Priorit\u00e4ten, Budget und Ressourcen im Gleichgewicht zu halten, ist eine Herausforderung \u2013 aber nicht unm\u00f6glich.<\/p>\n<p>Seien Sie am 19. Januar mit dabei, wenn wir die f\u00fcr 2021 prognostizierten Top-Trends analysieren und einige praktische Ratschl\u00e4ge geben, wie wir diese Ver\u00e4nderungen in diesem Jahr und dar\u00fcber hinaus bew\u00e4ltigen k\u00f6nnen.<\/p>\n<p>Auf der Tagesordnung:<\/p>\n<ul>\n<li>Identifizieren und priorisieren Sie die grundlegenden Funktionen f\u00fcr moderne Contact Center<\/li>\n<li>Erfahren Sie mehr \u00fcber die treiben Kr\u00e4fte, die den Wechsel zur Cloud notwendig machen<\/li>\n<li>Erfahren Sie, warum gro\u00dfe Analysten jetzt nur noch Contact Center-L\u00f6sungen in der Cloud in Betracht ziehen<\/li>\n<li>Stellen Sie eine Anleitung dazu bereit, worauf bei einer Produkt-Roadmap zu achten ist<\/li>\n<\/ul>\n<p>Ganz gleich, ob Sie aktiv nach einer Contact Center-L\u00f6sung in der Cloud suchen oder einfach nur Markttrends im Blick behalten m\u00f6chten \u2013 diese Session wird sich f\u00fcr Sie lohnen.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner]<span class=\"g_separator genesys-light-gray\" style=\"height:2px\"><\/span>[vc_tta_accordion c_position=&#8220;right&#8220; active_section=&#8220;1&#8243; collapsible_all=&#8220;true&#8220;][vc_tta_section add_icon=&#8220;true&#8220; title=&#8220;Webinar-Transkript&#8220; tab_id=&#8220;1611341907897-4529d27d-9f8f&#8220; custom_icon=&#8220;2099&#8243;][vc_column_text]1<br \/>\n00:00:08,930 &#8211;&gt; 00:00:12,390<br \/>\nGood morning, evening and afternoon, everyone. This is Josh Reed<\/p>\n<p>2<br \/>\n00:00:12,390 &#8211;&gt; 00:00:14,760<br \/>\nfrom the Digital Events team here at Genesys, and let<\/p>\n<p>3<br \/>\n00:00:14,760 &#8211;&gt; 00:00:16,820<br \/>\nme start by saying welcome and thank you all for<\/p>\n<p>4<br \/>\n00:00:16,820 &#8211;&gt; 00:00:22,300<br \/>\njoining this 2021 Contact Center Buyers Guide Webinar. As I<\/p>\n<p>5<br \/>\n00:00:22,300 &#8211;&gt; 00:00:24,330<br \/>\nusually do, I want to take a few minutes here<\/p>\n<p>6<br \/>\n00:00:24,330 &#8211;&gt; 00:00:26,870<br \/>\nin the beginning to go over a few housekeeping items<\/p>\n<p>7<br \/>\n00:00:26,870 &#8211;&gt; 00:00:29,260<br \/>\nto ensure that you have the best experience viewing today&#8217;s<\/p>\n<p>8<br \/>\n00:00:29,260 &#8211;&gt; 00:00:33,500<br \/>\npresentation. First off, if you do experience any problems or<\/p>\n<p>9<br \/>\n00:00:33,950 &#8211;&gt; 00:00:36,960<br \/>\nissues viewing or listening to today&#8217;s presentation, do me a<\/p>\n<p>10<br \/>\n00:00:36,960 &#8211;&gt; 00:00:39,480<br \/>\nfavor and refresh your browser and make sure that it<\/p>\n<p>11<br \/>\n00:00:39,480 &#8211;&gt; 00:00:42,410<br \/>\nis indeed up to date. It also might help to<\/p>\n<p>12<br \/>\n00:00:42,410 &#8211;&gt; 00:00:45,170<br \/>\nswitch over to something like Chrome or Firefox as well,<\/p>\n<p>13<br \/>\n00:00:45,310 &#8211;&gt; 00:00:47,490<br \/>\nas these are the best browsers to support the webcast<\/p>\n<p>14<br \/>\n00:00:47,490 &#8211;&gt; 00:00:51,330<br \/>\nplatform. Also note that if you&#8217;re having trouble seeing any<\/p>\n<p>15<br \/>\n00:00:51,330 &#8211;&gt; 00:00:53,670<br \/>\nof the content on the slides, you do have the<\/p>\n<p>16<br \/>\n00:00:53,670 &#8211;&gt; 00:00:56,350<br \/>\nability to enlarge that slide window by dragging any of<\/p>\n<p>17<br \/>\n00:00:56,350 &#8211;&gt; 00:00:58,520<br \/>\nthe corners or hitting the full screen button to the<\/p>\n<p>18<br \/>\n00:00:58,520 &#8211;&gt; 00:01:03,740<br \/>\ntop right. Also note that this webcast is designed to<\/p>\n<p>19<br \/>\n00:01:03,740 &#8211;&gt; 00:01:06,270<br \/>\nbe an interactive experience between you and our presenters today,<\/p>\n<p>20<br \/>\n00:01:06,550 &#8211;&gt; 00:01:08,570<br \/>\nso at any time during the webcast you can submit<\/p>\n<p>21<br \/>\n00:01:08,570 &#8211;&gt; 00:01:12,090<br \/>\nyour questions into the Q&amp; A window below the slide, and<\/p>\n<p>22<br \/>\n00:01:12,090 &#8211;&gt; 00:01:13,680<br \/>\nwe&#8217;ll get to as many as we can during our<\/p>\n<p>23<br \/>\n00:01:13,680 &#8211;&gt; 00:01:16,420<br \/>\nlive Q&amp; A at the end of the presentation. However,<\/p>\n<p>24<br \/>\n00:01:16,420 &#8211;&gt; 00:01:18,620<br \/>\nsometimes time gets away from us and if that does<\/p>\n<p>25<br \/>\n00:01:18,620 &#8211;&gt; 00:01:21,180<br \/>\nhappen and we don&#8217;t answer your question aloud, we&#8217;ll just<\/p>\n<p>26<br \/>\n00:01:21,180 &#8211;&gt; 00:01:23,410<br \/>\nfollow up with you via email within the next few<\/p>\n<p>27<br \/>\n00:01:23,410 &#8211;&gt; 00:01:28,030<br \/>\nbusiness days. Please note that this is indeed being recorded,<\/p>\n<p>28<br \/>\n00:01:28,030 &#8211;&gt; 00:01:29,580<br \/>\nso if you have to jump to another meeting or<\/p>\n<p>29<br \/>\n00:01:29,580 &#8211;&gt; 00:01:31,740<br \/>\nanything like that and you miss part of the presentation,<\/p>\n<p>30<br \/>\n00:01:31,740 &#8211;&gt; 00:01:33,780<br \/>\nthat&#8217;s okay, you&#8217;re going to receive a link to the<\/p>\n<p>31<br \/>\n00:01:33,780 &#8211;&gt; 00:01:36,830<br \/>\non- demand recording via email from ON24 within the next<\/p>\n<p>32<br \/>\n00:01:36,830 &#8211;&gt; 00:01:40,100<br \/>\nfew business days. I&#8217;ll also encourage you to feel free<\/p>\n<p>33<br \/>\n00:01:40,100 &#8211;&gt; 00:01:42,240<br \/>\nto go ahead and click that link in the resource<\/p>\n<p>34<br \/>\n00:01:42,240 &#8211;&gt; 00:01:45,630<br \/>\nbox below the slides as well, next to the Q&amp; A window and that&#8217;ll<\/p>\n<p>35<br \/>\n00:01:45,630 &#8211;&gt; 00:01:47,520<br \/>\nopen up in a new tab in your browser, and<\/p>\n<p>36<br \/>\n00:01:47,520 &#8211;&gt; 00:01:50,110<br \/>\nthat&#8217;s going to expand on today&#8217;s topic on the context<\/p>\n<p>37<br \/>\n00:01:50,110 &#8211;&gt; 00:01:54,870<br \/>\nin our buyer&#8217;s guide. Lastly, we welcome and appreciate your<\/p>\n<p>38<br \/>\n00:01:54,870 &#8211;&gt; 00:01:57,380<br \/>\nfeedback, so you&#8217;ll have the opportunity to fill out a short<\/p>\n<p>39<br \/>\n00:01:57,380 &#8211;&gt; 00:01:59,150<br \/>\nsurvey that&#8217;s going to show up at the end of today&#8217;s<\/p>\n<p>40<br \/>\n00:01:59,150 &#8211;&gt; 00:02:01,960<br \/>\npresentation. That survey can be found at the last icon<\/p>\n<p>41<br \/>\n00:02:01,960 &#8211;&gt; 00:02:04,590<br \/>\nbelow, but it&#8217;s going to allow us to tailor these<\/p>\n<p>42<br \/>\n00:02:04,590 &#8211;&gt; 00:02:06,960<br \/>\npresentations to exactly what you want to hear in the<\/p>\n<p>43<br \/>\n00:02:06,960 &#8211;&gt; 00:02:13,350<br \/>\nfuture of Genesys webinars. Like I said, short and sweet. Today<\/p>\n<p>44<br \/>\n00:02:13,350 &#8211;&gt; 00:02:16,200<br \/>\nwe have two excellent presenters excited to analyze the top<\/p>\n<p>45<br \/>\n00:02:16,200 &#8211;&gt; 00:02:19,960<br \/>\ntrends predicted for 2021 and provide some practical advice on<\/p>\n<p>46<br \/>\n00:02:19,960 &#8211;&gt; 00:02:23,130<br \/>\nnavigating these changes in the new year and beyond. I&#8217;m<\/p>\n<p>47<br \/>\n00:02:23,130 &#8211;&gt; 00:02:26,070<br \/>\nhappy to introduce to you Sheila McGee- Smith, the founder<\/p>\n<p>48<br \/>\n00:02:26,070 &#8211;&gt; 00:02:29,040<br \/>\nand principal analyst to McGee Smith Analytics as well as<\/p>\n<p>49<br \/>\n00:02:29,040 &#8211;&gt; 00:02:31,930<br \/>\nJanelle Dieken, the senior vice president of content marketing here<\/p>\n<p>50<br \/>\n00:02:31,930 &#8211;&gt; 00:02:34,560<br \/>\nat Genesys. With that being said, I&#8217;m going to hand<\/p>\n<p>51<br \/>\n00:02:34,560 &#8211;&gt; 00:02:37,490<br \/>\nthings over to Sheila to kick us off. Sheila, the<\/p>\n<p>52<br \/>\n00:02:37,490 &#8211;&gt; 00:02:41,920<br \/>\nfloor is yours. Thank you, Josh, and nice to be<\/p>\n<p>53<br \/>\n00:02:41,920 &#8211;&gt; 00:02:45,280<br \/>\nworking with you again, Janelle. Likewise. Happy new year, everyone.<\/p>\n<p>54<br \/>\n00:02:46,460 &#8211;&gt; 00:02:48,470<br \/>\nI may not be your first Genesys webinar, but it&#8217;s<\/p>\n<p>55<br \/>\n00:02:48,470 &#8211;&gt; 00:02:51,810<br \/>\nmy first Genesys webinar for 2021, so what the heck.<\/p>\n<p>56<br \/>\n00:02:53,330 &#8211;&gt; 00:02:58,070<br \/>\nBefore we dive into 2021, I thought we&#8217;d step back<\/p>\n<p>57<br \/>\n00:02:58,070 &#8211;&gt; 00:03:03,410<br \/>\njust a little to 2020. As we moved into 2020,<\/p>\n<p>58<br \/>\n00:03:03,920 &#8211;&gt; 00:03:08,550<br \/>\nthe predictions then were an increased need for digital engagement<\/p>\n<p>59<br \/>\n00:03:11,690 &#8211;&gt; 00:03:16,060<br \/>\nand ways that we could integrate digital engagement with live<\/p>\n<p>60<br \/>\n00:03:16,060 &#8211;&gt; 00:03:19,970<br \/>\nagents because just more and more were looking for those<\/p>\n<p>61<br \/>\n00:03:20,460 &#8211;&gt; 00:03:26,700<br \/>\ndigital channels. Virtual bots, virtual agents, whatever we call them,<\/p>\n<p>62<br \/>\n00:03:26,760 &#8211;&gt; 00:03:32,040<br \/>\nintelligent virtual assistants, other types of artificial intelligence and machine<\/p>\n<p>63<br \/>\n00:03:32,040 &#8211;&gt; 00:03:37,910<br \/>\nlearning, we&#8217;re primarily in the investigation and early adopter phase.<\/p>\n<p>64<br \/>\n00:03:37,910 &#8211;&gt; 00:03:41,070<br \/>\nSo there&#8217;s some people trying it for small use cases,<\/p>\n<p>65<br \/>\n00:03:41,180 &#8211;&gt; 00:03:44,660<br \/>\nbut it&#8217;s still very early stages. The move to the<\/p>\n<p>66<br \/>\n00:03:44,660 &#8211;&gt; 00:03:50,150<br \/>\ncloud was increasingly being considered to be inevitable, but for<\/p>\n<p>67<br \/>\n00:03:50,150 &#8211;&gt; 00:03:53,760<br \/>\na lot of companies it was still allowing for a<\/p>\n<p>68<br \/>\n00:03:54,370 &#8211;&gt; 00:03:58,270<br \/>\none to three- year planning cycle, there was no immediacy<\/p>\n<p>69<br \/>\n00:03:58,270 &#8211;&gt; 00:04:02,320<br \/>\naround it. If you think about it, just a year ago UCaaS<\/p>\n<p>70<br \/>\n00:04:03,130 &#8211;&gt; 00:04:05,920<br \/>\nas a service and Contact Center as a service were<\/p>\n<p>71<br \/>\n00:04:05,920 &#8211;&gt; 00:04:11,290<br \/>\ngenerally considered to be separate decisions. Sometimes those were being<\/p>\n<p>72<br \/>\n00:04:11,290 &#8211;&gt; 00:04:13,870<br \/>\nmade together, but more often than not those were separate<\/p>\n<p>73<br \/>\n00:04:13,870 &#8211;&gt; 00:04:22,060<br \/>\ndecisions. When companies thought about APIs and platform features for<\/p>\n<p>74<br \/>\n00:04:22,060 &#8211;&gt; 00:04:27,790<br \/>\ntheir contact centers, those were considered possibilities that might become<\/p>\n<p>75<br \/>\n00:04:27,790 &#8211;&gt; 00:04:32,350<br \/>\nrelevant in the future and were worthy of investigation, but<\/p>\n<p>76<br \/>\n00:04:32,350 &#8211;&gt; 00:04:34,890<br \/>\nit wasn&#8217;t a, &#8220; Oh my gosh, what does my vendor<\/p>\n<p>77<br \/>\n00:04:34,890 &#8211;&gt; 00:04:39,720<br \/>\nhave there?&#8220; Kind of a thing yet. As we then<\/p>\n<p>78<br \/>\n00:04:39,720 &#8211;&gt; 00:04:44,520<br \/>\nflash forward to 2021, and not to that but to<\/p>\n<p>79<br \/>\n00:04:44,520 &#8211;&gt; 00:04:52,910<br \/>\n2021, what happened? What happened during 2020 is that the<\/p>\n<p>80<br \/>\n00:04:52,910 &#8211;&gt; 00:04:55,150<br \/>\nthings that we were worried about, the things we were<\/p>\n<p>81<br \/>\n00:04:55,150 &#8211;&gt; 00:05:00,560<br \/>\nthinking about, didn&#8217;t change as much as the immediacy changed.<\/p>\n<p>82<br \/>\n00:05:00,660 &#8211;&gt; 00:05:04,870<br \/>\nIt was the timing, the urgency, that changed. So the<\/p>\n<p>83<br \/>\n00:05:04,870 &#8211;&gt; 00:05:08,500<br \/>\nsame things are in the word cloud, but suddenly there&#8217;s<\/p>\n<p>84<br \/>\n00:05:08,500 &#8211;&gt; 00:05:12,750<br \/>\nan increased need for digital engagement methods that are unified<\/p>\n<p>85<br \/>\n00:05:12,750 &#8211;&gt; 00:05:17,950<br \/>\nwith voice agent capabilities, because of everyone, every business having<\/p>\n<p>86<br \/>\n00:05:17,950 &#8211;&gt; 00:05:21,930<br \/>\nto move to eCommerce, because of shelter- in- place orders<\/p>\n<p>87<br \/>\n00:05:22,050 &#8211;&gt; 00:05:27,180<br \/>\nsent agents home, kept people home and as we&#8217;re seeing<\/p>\n<p>88<br \/>\n00:05:27,180 &#8211;&gt; 00:05:34,040<br \/>\nnow in 2021, continues to cycle as geographic areas, as<\/p>\n<p>89<br \/>\n00:05:34,390 &#8211;&gt; 00:05:38,920<br \/>\nmunicipalities and countries come in and out of lockdown states.<\/p>\n<p>90<br \/>\n00:05:39,500 &#8211;&gt; 00:05:43,540<br \/>\nSo what was nice to have a year ago is<\/p>\n<p>91<br \/>\n00:05:44,060 &#8211;&gt; 00:05:47,890<br \/>\nthe only way we can do business in 2021. The<\/p>\n<p>92<br \/>\n00:05:47,890 &#8211;&gt; 00:05:52,560<br \/>\nrise in remote agents also put our new focus on<\/p>\n<p>93<br \/>\n00:05:52,560 &#8211;&gt; 00:05:56,940<br \/>\nworkforce engagement management because now, all the things that we<\/p>\n<p>94<br \/>\n00:05:56,940 &#8211;&gt; 00:05:59,530<br \/>\nused to be able to do with agents in place<\/p>\n<p>95<br \/>\n00:05:59,880 &#8211;&gt; 00:06:03,060<br \/>\nin the office, things like how we hire, how we<\/p>\n<p>96<br \/>\n00:06:03,060 &#8211;&gt; 00:06:07,490<br \/>\nsupport the agents, how we coach and train them, now<\/p>\n<p>97<br \/>\n00:06:07,490 &#8211;&gt; 00:06:10,220<br \/>\nwe have to figure out how to do that remotely.<\/p>\n<p>98<br \/>\n00:06:11,270 &#8211;&gt; 00:06:13,920<br \/>\nA lot of times, some of those tools are embedded<\/p>\n<p>99<br \/>\n00:06:13,920 &#8211;&gt; 00:06:18,460<br \/>\nin workforce engagement management solutions that companies may have had<\/p>\n<p>100<br \/>\n00:06:18,470 &#8211;&gt; 00:06:20,850<br \/>\nin the solutions they have, may have had those options,<\/p>\n<p>101<br \/>\n00:06:21,050 &#8211;&gt; 00:06:23,820<br \/>\nbut never really deployed them. A great example, I think,<\/p>\n<p>102<br \/>\n00:06:23,820 &#8211;&gt; 00:06:30,010<br \/>\nis gamification. The adoption rate of gamification coming into 2020<\/p>\n<p>103<br \/>\n00:06:30,470 &#8211;&gt; 00:06:34,520<br \/>\nwas relatively low, and suddenly that was the kind of<\/p>\n<p>104<br \/>\n00:06:34,520 &#8211;&gt; 00:06:37,900<br \/>\napplication that companies realized, &#8220; This is going to help me with<\/p>\n<p>105<br \/>\n00:06:37,900 &#8211;&gt; 00:06:40,570<br \/>\nmy agents. This is going to help me with agent<\/p>\n<p>106<br \/>\n00:06:40,690 &#8211;&gt; 00:06:44,830<br \/>\nengagement, it can also help with coaching, there&#8217;s a lot<\/p>\n<p>107<br \/>\n00:06:44,830 &#8211;&gt; 00:06:48,350<br \/>\nof different elements.&#8220; So again, something that was important, it became<\/p>\n<p>108<br \/>\n00:06:48,350 &#8211;&gt; 00:06:56,080<br \/>\nmore important. Virtual agents, bots, AI, were often fast tracked<\/p>\n<p>109<br \/>\n00:06:56,170 &#8211;&gt; 00:07:01,940<br \/>\nto handle what became unheard of interaction demand. I mean,<\/p>\n<p>110<br \/>\n00:07:01,940 &#8211;&gt; 00:07:05,070<br \/>\nI&#8217;m always drawn to the case that Janelle is going<\/p>\n<p>111<br \/>\n00:07:05,070 &#8211;&gt; 00:07:08,170<br \/>\nto talk about, one of these case studies later on in the<\/p>\n<p>112<br \/>\n00:07:08,170 &#8211;&gt; 00:07:14,270<br \/>\nhour, of millions of people going on unemployment and hitting<\/p>\n<p>113<br \/>\n00:07:14,620 &#8211;&gt; 00:07:19,760<br \/>\nunemployment contact centers that were simply unprepared and unable to<\/p>\n<p>114<br \/>\n00:07:19,760 &#8211;&gt; 00:07:22,930<br \/>\nhandle the sheer volume. And just the quickness with which<\/p>\n<p>115<br \/>\n00:07:22,930 &#8211;&gt; 00:07:30,020<br \/>\ncompanies and governments installed chat bots and voice bots to<\/p>\n<p>116<br \/>\n00:07:30,020 &#8211;&gt; 00:07:32,400<br \/>\nbe able to answer those interactions, which is something that<\/p>\n<p>117<br \/>\n00:07:32,400 &#8211;&gt; 00:07:35,470<br \/>\nhappened much more quickly than anybody would&#8217;ve thought a year<\/p>\n<p>118<br \/>\n00:07:35,470 &#8211;&gt; 00:07:41,230<br \/>\nearlier. Then, with respect to platform and APIs, I think<\/p>\n<p>119<br \/>\n00:07:41,230 &#8211;&gt; 00:07:47,130<br \/>\nthe ability to quickly redesign and customize customer experience became,<\/p>\n<p>120<br \/>\n00:07:47,130 &#8211;&gt; 00:07:51,960<br \/>\nagain, more of a necessity because what platform and API<\/p>\n<p>121<br \/>\n00:07:52,020 &#8211;&gt; 00:07:56,050<br \/>\nallows you to do, is to drive down into the<\/p>\n<p>122<br \/>\n00:07:56,050 &#8211;&gt; 00:07:59,650<br \/>\nbusiness operation, the ability to make the kind of changes<\/p>\n<p>123<br \/>\n00:07:59,820 &#8211;&gt; 00:08:04,470<br \/>\nthat might be required by rapidly changing conditions. And with<\/p>\n<p>124<br \/>\n00:08:04,940 &#8211;&gt; 00:08:08,380<br \/>\nwhat&#8217;s going on, conditions are changing all the time. Great<\/p>\n<p>125<br \/>\n00:08:08,380 &#8211;&gt; 00:08:13,150<br \/>\nexample, my in- laws live in South Carolina, they opened<\/p>\n<p>126<br \/>\n00:08:13,150 &#8211;&gt; 00:08:16,280<br \/>\nup the ability to sign up for vaccines last week,<\/p>\n<p>127<br \/>\n00:08:16,550 &#8211;&gt; 00:08:20,950<br \/>\nthey&#8217;re both well into their 90s and they both signed<\/p>\n<p>128<br \/>\n00:08:20,950 &#8211;&gt; 00:08:25,550<br \/>\nup, all good. Lot of remote help by their daughter-<\/p>\n<p>129<br \/>\n00:08:25,550 &#8211;&gt; 00:08:28,880<br \/>\nin- law, but they signed up. And then, this morning<\/p>\n<p>130<br \/>\n00:08:28,880 &#8211;&gt; 00:08:31,920<br \/>\nget a call to say, &#8220; We no longer have a<\/p>\n<p>131<br \/>\n00:08:32,210 &#8211;&gt; 00:08:35,960<br \/>\nsupply of vaccines so we&#8217;re going to have to reschedule.&#8220; So<\/p>\n<p>132<br \/>\n00:08:35,960 &#8211;&gt; 00:08:39,980<br \/>\nthings that even were taking one interaction, the email interaction<\/p>\n<p>133<br \/>\n00:08:40,030 &#8211;&gt; 00:08:43,410<br \/>\nsetup, now there&#8217;s phone calls that have to happen because<\/p>\n<p>134<br \/>\n00:08:43,740 &#8211;&gt; 00:08:47,770<br \/>\nsupplies aren&#8217;t in, so just the requirement to be able<\/p>\n<p>135<br \/>\n00:08:47,770 &#8211;&gt; 00:08:51,260<br \/>\nto change things quickly and driving that down to the<\/p>\n<p>136<br \/>\n00:08:51,260 &#8211;&gt; 00:08:54,940<br \/>\ncontact center and not requiring IT, again, much more of<\/p>\n<p>137<br \/>\n00:08:54,940 &#8211;&gt; 00:08:58,020<br \/>\na need today than we saw even a year ago.<\/p>\n<p>138<br \/>\n00:09:00,370 &#8211;&gt; 00:09:02,820<br \/>\nSo we&#8217;re going to go to our first poll, Janelle, and we&#8217;re<\/p>\n<p>139<br \/>\n00:09:02,820 &#8211;&gt; 00:09:05,420<br \/>\ngoing to ask all of you, this is the first<\/p>\n<p>140<br \/>\n00:09:05,640 &#8211;&gt; 00:09:08,290<br \/>\nof three polls that we&#8217;re going to do. We&#8217;re going<\/p>\n<p>141<br \/>\n00:09:08,290 &#8211;&gt; 00:09:13,210<br \/>\nto ask, &#8220; What is your strategy for using cloud technology<\/p>\n<p>142<br \/>\n00:09:13,210 &#8211;&gt; 00:09:18,700<br \/>\nto support customer experience?&#8220; Are using Contact Center as a<\/p>\n<p>143<br \/>\n00:09:18,710 &#8211;&gt; 00:09:24,710<br \/>\nService? Do you have a private cloud? Are you today<\/p>\n<p>144<br \/>\n00:09:24,760 &#8211;&gt; 00:09:31,690<br \/>\ncombining clouds application with on- premises or hosted solutions? Are<\/p>\n<p>145<br \/>\n00:09:31,690 &#8211;&gt; 00:09:35,140<br \/>\nyou on- premises, and there&#8217;s certainly a lot of companies<\/p>\n<p>146<br \/>\n00:09:35,140 &#8211;&gt; 00:09:39,420<br \/>\nwhose contact centers remain on- premises, or are you in<\/p>\n<p>147<br \/>\n00:09:39,420 &#8211;&gt; 00:09:44,850<br \/>\nan evaluation stage? We&#8217;re hoping we caught all the choices<\/p>\n<p>148<br \/>\n00:09:44,850 &#8211;&gt; 00:09:49,960<br \/>\nthere, we will work on the choices because that was part of this. So<\/p>\n<p>149<br \/>\n00:09:49,960 &#8211;&gt; 00:09:52,860<br \/>\nI&#8217;m going to ask you, Janelle, what do you think<\/p>\n<p>150<br \/>\n00:09:52,860 &#8211;&gt; 00:09:57,010<br \/>\nis going to come in as number one? Well, I think<\/p>\n<p>151<br \/>\n00:09:57,010 &#8211;&gt; 00:09:59,790<br \/>\nit depends on who our audience is today. I think<\/p>\n<p>152<br \/>\n00:09:59,790 &#8211;&gt; 00:10:03,310<br \/>\nif it&#8217;s a lot of small, mid- size companies, we&#8217;ll<\/p>\n<p>153<br \/>\n00:10:03,310 &#8211;&gt; 00:10:06,480<br \/>\nsee a vast majority on the first. But larger enterprise,<\/p>\n<p>154<br \/>\n00:10:06,480 &#8211;&gt; 00:10:09,350<br \/>\nhere at Genesys, we&#8217;re seeing a bit of mixed bag<\/p>\n<p>155<br \/>\n00:10:09,600 &#8211;&gt; 00:10:13,870<br \/>\nwith multi cloud options that provide that flexibility of cloud<\/p>\n<p>156<br \/>\n00:10:13,870 &#8211;&gt; 00:10:18,940<br \/>\nwith that range of control that companies are still comfortable<\/p>\n<p>157<br \/>\n00:10:18,940 &#8211;&gt; 00:10:21,760<br \/>\nwith. I think there could be more options if you break out<\/p>\n<p>158<br \/>\n00:10:22,000 &#8211;&gt; 00:10:26,810<br \/>\nwhat&#8217;s customer operated, we see some going system- integrated operated<\/p>\n<p>159<br \/>\n00:10:26,810 &#8211;&gt; 00:10:32,370<br \/>\nbut customer owned and managed, so it&#8217;ll be interesting. I<\/p>\n<p>160<br \/>\n00:10:32,370 &#8211;&gt; 00:10:34,870<br \/>\nthink we&#8217;ll see a mixed bag but I&#8217;m placing my<\/p>\n<p>161<br \/>\n00:10:34,870 &#8211;&gt; 00:10:39,350<br \/>\nbets majority on A, what do you think, Sheila? Its<\/p>\n<p>162<br \/>\n00:10:39,350 &#8211;&gt; 00:10:43,620<br \/>\ninteresting when I think about some of my analyst colleagues<\/p>\n<p>163<br \/>\n00:10:43,680 &#8211;&gt; 00:10:46,530<br \/>\nand the reports that are written about the contact center<\/p>\n<p>164<br \/>\n00:10:46,530 &#8211;&gt; 00:10:49,990<br \/>\nmarket. One of the leading analyst firms has decided that<\/p>\n<p>165<br \/>\n00:10:49,990 &#8211;&gt; 00:10:52,580<br \/>\nContact Center as a Service is the only thing we need<\/p>\n<p>166<br \/>\n00:10:52,580 &#8211;&gt; 00:10:56,630<br \/>\nto look at, that&#8217;s all there is. I think what<\/p>\n<p>167<br \/>\n00:10:56,630 &#8211;&gt; 00:10:59,640<br \/>\nwe&#8217;re going to find here, is that the whole world<\/p>\n<p>168<br \/>\n00:10:59,640 &#8211;&gt; 00:11:02,290<br \/>\ndoesn&#8217;t think the same way as they do, that there<\/p>\n<p>169<br \/>\n00:11:02,530 &#8211;&gt; 00:11:07,090<br \/>\nare people who are on lots of different types of<\/p>\n<p>170<br \/>\n00:11:07,090 &#8211;&gt; 00:11:11,900<br \/>\nsystems. Where that might be an end goal, Contact Center as<\/p>\n<p>171<br \/>\n00:11:11,900 &#8211;&gt; 00:11:15,160<br \/>\na Service, that end goal could be 10 years away<\/p>\n<p>172<br \/>\n00:11:15,250 &#8211;&gt; 00:11:18,370<br \/>\nfor a lot of businesses. Let&#8217;s see what our audience<\/p>\n<p>173<br \/>\n00:11:18,370 &#8211;&gt; 00:11:24,060<br \/>\nhas to say, drum roll. Look at that! You win<\/p>\n<p>174<br \/>\n00:11:24,060 &#8211;&gt; 00:11:30,960<br \/>\nthere, 45% are on Contact Center as a Service- Yeah, the<\/p>\n<p>175<br \/>\n00:11:30,960 &#8211;&gt; 00:11:34,700<br \/>\nmajority, it&#8217;s interesting to see hybrid. We see that, too,<\/p>\n<p>176<br \/>\n00:11:34,700 &#8211;&gt; 00:11:38,660<br \/>\nas a stepping stone along the way, to grab that<\/p>\n<p>177<br \/>\n00:11:38,660 &#8211;&gt; 00:11:43,550<br \/>\ninnovation while still leveraging existing investments, so that&#8217;s interesting to<\/p>\n<p>178<br \/>\n00:11:43,550 &#8211;&gt; 00:11:46,400<br \/>\nsee and quite a few on the phone still evaluating<\/p>\n<p>179<br \/>\n00:11:46,400 &#8211;&gt; 00:11:50,560<br \/>\nso hopefully they can capture some of the lessons from<\/p>\n<p>180<br \/>\n00:11:50,560 &#8211;&gt; 00:11:54,830<br \/>\nthe case studies ahead, too. Yeah. I guess I&#8217;m even<\/p>\n<p>181<br \/>\n00:11:54,830 &#8211;&gt; 00:11:59,900<br \/>\na little surprised that they&#8217;re still evaluating, that it&#8217;s that high,<\/p>\n<p>182<br \/>\n00:11:59,900 &#8211;&gt; 00:12:03,500<br \/>\nit&#8217;s actually our number two response. But like you, not<\/p>\n<p>183<br \/>\n00:12:03,620 &#8211;&gt; 00:12:08,560<br \/>\nsurprised with hybrid, on- premise is so low. Yeah. So<\/p>\n<p>184<br \/>\n00:12:08,560 &#8211;&gt; 00:12:13,330<br \/>\neven though we know that about 75% of agents, as<\/p>\n<p>185<br \/>\n00:12:13,330 &#8211;&gt; 00:12:17,190<br \/>\nwe enter 2021, are still served by a premises- based<\/p>\n<p>186<br \/>\n00:12:17,190 &#8211;&gt; 00:12:22,600<br \/>\ncontact center, just by the numbers, most of those companies<\/p>\n<p>187<br \/>\n00:12:22,600 &#8211;&gt; 00:12:26,370<br \/>\nare looking at options. They&#8217;re either evaluating or they&#8217;ve done<\/p>\n<p>188<br \/>\n00:12:26,370 &#8211;&gt; 00:12:30,140<br \/>\nsome hybrid, and hybrid can really broad, right? It could mean<\/p>\n<p>189<br \/>\n00:12:30,140 &#8211;&gt; 00:12:33,000<br \/>\nI have Contact Center as a Service for contact center,<\/p>\n<p>190<br \/>\n00:12:33,400 &#8211;&gt; 00:12:37,300<br \/>\nbut I&#8217;m still doing premises for workforce management, so hybrid<\/p>\n<p>191<br \/>\n00:12:37,300 &#8211;&gt; 00:12:40,260<br \/>\nis going to be a very common choice, as we see. So good<\/p>\n<p>192<br \/>\n00:12:40,260 &#8211;&gt; 00:12:42,960<br \/>\ndata, that&#8217;s why we like to ask the audience, excellent.<\/p>\n<p>193<br \/>\n00:12:43,240 &#8211;&gt; 00:12:48,760<br \/>\nThank you, audience. So, moving on. So, one of the things that we talked about<\/p>\n<p>194<br \/>\n00:12:49,510 &#8211;&gt; 00:12:51,860<br \/>\nthat was present in 2020, which was the need for<\/p>\n<p>195<br \/>\n00:12:51,860 &#8211;&gt; 00:12:57,840<br \/>\ndigital engagement, and persists even more strongly in 2021 is<\/p>\n<p>196<br \/>\n00:12:57,840 &#8211;&gt; 00:13:02,670<br \/>\nthis notion of digital and digital- first and digital- everything,<\/p>\n<p>197<br \/>\n00:13:03,070 &#8211;&gt; 00:13:08,830<br \/>\nbut I&#8217;m going to start with the retail apocalypse. We<\/p>\n<p>198<br \/>\n00:13:08,830 &#8211;&gt; 00:13:14,330<br \/>\nsaw so many retailers go out of business in 2020,<\/p>\n<p>199<br \/>\n00:13:14,650 &#8211;&gt; 00:13:18,700<br \/>\nbut in reality the demise of retail started 10 years<\/p>\n<p>200<br \/>\n00:13:18,700 &#8211;&gt; 00:13:22,300<br \/>\nago. You can almost tie it a little bit to<\/p>\n<p>201<br \/>\n00:13:22,550 &#8211;&gt; 00:13:26,770<br \/>\nthe birth of eCommerce in that period. So the store<\/p>\n<p>202<br \/>\n00:13:26,770 &#8211;&gt; 00:13:31,780<br \/>\nclosings started back in 2010 in Toys R Us and<\/p>\n<p>203<br \/>\n00:13:32,120 &#8211;&gt; 00:13:35,570<br \/>\ncompanies like that. Part of it was a shift in<\/p>\n<p>204<br \/>\n00:13:35,570 &#8211;&gt; 00:13:42,860<br \/>\nconsumer habits; experience spending versus buying things, and you&#8217;re nodding,<\/p>\n<p>205<br \/>\n00:13:42,870 &#8211;&gt; 00:13:45,710<br \/>\nJanelle, and I know it impacted the way I lived<\/p>\n<p>206<br \/>\n00:13:45,710 &#8211;&gt; 00:13:49,040<br \/>\nmy life in that decade, right? My husband and I<\/p>\n<p>207<br \/>\n00:13:49,040 &#8211;&gt; 00:13:53,150<br \/>\nwere much more likely to go and take a great<\/p>\n<p>208<br \/>\n00:13:53,150 &#8211;&gt; 00:13:58,280<br \/>\ntrip than we were to buy another television. Let&#8217;s go<\/p>\n<p>209<br \/>\n00:13:58,280 &#8211;&gt; 00:14:00,640<br \/>\nsee Costa Rica while it&#8217;s still there and we&#8217;re young<\/p>\n<p>210<br \/>\n00:14:00,640 &#8211;&gt; 00:14:04,020<br \/>\nenough to still do it, that kind of thing. Casual<\/p>\n<p>211<br \/>\n00:14:04,020 &#8211;&gt; 00:14:09,390<br \/>\nfashion due to relaxed dress codes. I came into the<\/p>\n<p>212<br \/>\n00:14:09,390 &#8211;&gt; 00:14:12,090<br \/>\nbusiness world in the 80s when it was suits and ties<\/p>\n<p>213<br \/>\n00:14:12,090 &#8211;&gt; 00:14:17,430<br \/>\nfor men and women and pumps every day. That changed,<\/p>\n<p>214<br \/>\n00:14:17,520 &#8211;&gt; 00:14:21,070<br \/>\nso we didn&#8217;t have that need to have multiple wardrobes<\/p>\n<p>215<br \/>\n00:14:21,140 &#8211;&gt; 00:14:23,400<br \/>\nthat we had in the past. And there was, as<\/p>\n<p>216<br \/>\n00:14:23,400 &#8211;&gt; 00:14:28,400<br \/>\nI said, that rise of eCommerce, but goodness gracious, it<\/p>\n<p>217<br \/>\n00:14:28,400 &#8211;&gt; 00:14:34,180<br \/>\nwas certainly amplified during 2020. These are 29 retailers who<\/p>\n<p>218<br \/>\n00:14:34,180 &#8211;&gt; 00:14:38,650<br \/>\nfiled for bankruptcy in 2020. Some of these may survive,<\/p>\n<p>219<br \/>\n00:14:39,520 &#8211;&gt; 00:14:42,160<br \/>\nI fear many of them will not, that we&#8217;ll never<\/p>\n<p>220<br \/>\n00:14:42,160 &#8211;&gt; 00:14:46,210<br \/>\nsee them come back again. So you see something like<\/p>\n<p>221<br \/>\n00:14:46,210 &#8211;&gt; 00:14:48,830<br \/>\nthis and you look at that list and say, &#8220; Lord&amp;<\/p>\n<p>222<br \/>\n00:14:49,040 &#8211;&gt; 00:14:53,300<br \/>\nTaylor, that&#8217;s a place I used to go. Neiman Marcus,<\/p>\n<p>223<br \/>\n00:14:53,790 &#8211;&gt; 00:14:56,970<br \/>\nthey had my size shoes.&#8220; I used to get them,<\/p>\n<p>224<br \/>\n00:14:58,140 &#8211;&gt; 00:15:01,010<br \/>\nso what do I do? Well, I go online but<\/p>\n<p>225<br \/>\n00:15:01,010 &#8211;&gt; 00:15:05,780<br \/>\nI need better digital support. I need better digital contact<\/p>\n<p>226<br \/>\n00:15:05,780 &#8211;&gt; 00:15:08,350<br \/>\ncenter support than I needed before when I could just<\/p>\n<p>227<br \/>\n00:15:08,350 &#8211;&gt; 00:15:14,280<br \/>\ngo back to a store and return something. Looking at<\/p>\n<p>228<br \/>\n00:15:14,280 &#8211;&gt; 00:15:17,520<br \/>\nthe retail apocalypse and saying it didn&#8217;t just start in<\/p>\n<p>229<br \/>\n00:15:17,530 &#8211;&gt; 00:15:21,310<br \/>\n2020, you can think about, or I thought about it<\/p>\n<p>230<br \/>\n00:15:21,310 &#8211;&gt; 00:15:25,110<br \/>\nas, was it a little bit self- created? Think about<\/p>\n<p>231<br \/>\n00:15:25,160 &#8211;&gt; 00:15:27,910<br \/>\nwhen you did go to a mall or a department<\/p>\n<p>232<br \/>\n00:15:27,910 &#8211;&gt; 00:15:31,030<br \/>\nstore in the last 10 years. There was a sense<\/p>\n<p>233<br \/>\n00:15:31,780 &#8211;&gt; 00:15:35,740<br \/>\nthat those retailers were more retail centric, more about themselves,<\/p>\n<p>234<br \/>\n00:15:36,080 &#8211;&gt; 00:15:40,860<br \/>\nthat we had to conform to their behavior. Best example<\/p>\n<p>235<br \/>\n00:15:40,860 &#8211;&gt; 00:15:45,650<br \/>\nfor me is trying to find a cashier, sometimes it<\/p>\n<p>236<br \/>\n00:15:45,650 &#8211;&gt; 00:15:48,680<br \/>\nwas the most frustrating thing to do, &#8220; I have this<\/p>\n<p>237<br \/>\n00:15:48,680 &#8211;&gt; 00:15:50,290<br \/>\nthing, I want to buy it, I want to give<\/p>\n<p>238<br \/>\n00:15:50,290 &#8211;&gt; 00:15:53,270<br \/>\nyou money, where is that person I can give money<\/p>\n<p>239<br \/>\n00:15:53,270 &#8211;&gt; 00:15:57,550<br \/>\nto?&#8220; And you couldn&#8217;t find them. The customer came second,<\/p>\n<p>240<br \/>\n00:15:57,620 &#8211;&gt; 00:16:00,620<br \/>\nthe way they ran their operation came first and what<\/p>\n<p>241<br \/>\n00:16:00,620 &#8211;&gt; 00:16:04,400<br \/>\nwe all learned as consumers is eCommerce is very consumer<\/p>\n<p>242<br \/>\n00:16:04,400 &#8211;&gt; 00:16:09,850<br \/>\ncentric. Online, we&#8217;re in control so that shift was happening<\/p>\n<p>243<br \/>\n00:16:09,850 &#8211;&gt; 00:16:17,160<br \/>\nnot just because of COVID, but because retailers weren&#8217;t taking<\/p>\n<p>244<br \/>\n00:16:17,160 &#8211;&gt; 00:16:19,390<br \/>\ncare of their customers the same way. So it&#8217;s a<\/p>\n<p>245<br \/>\n00:16:19,390 &#8211;&gt; 00:16:25,320<br \/>\ndigital transformation shift as well. But I think, just as<\/p>\n<p>246<br \/>\n00:16:25,320 &#8211;&gt; 00:16:27,430<br \/>\nwe find in the contact center, that the combination of<\/p>\n<p>247<br \/>\n00:16:27,430 &#8211;&gt; 00:16:32,730<br \/>\ndigital engagement and live agents is the best combination. Hopefully<\/p>\n<p>248<br \/>\n00:16:32,730 &#8211;&gt; 00:16:35,750<br \/>\nwe&#8217;ll come to a nice balance, once COVID is over,<\/p>\n<p>249<br \/>\n00:16:36,140 &#8211;&gt; 00:16:40,140<br \/>\nof having stores to go do things with and having<\/p>\n<p>250<br \/>\n00:16:40,140 &#8211;&gt; 00:16:43,230<br \/>\neCommerce for the times when that&#8217;s the most expedient way<\/p>\n<p>251<br \/>\n00:16:43,230 &#8211;&gt; 00:16:46,010<br \/>\nto do things, and tie things together like we try<\/p>\n<p>252<br \/>\n00:16:46,010 &#8211;&gt; 00:16:51,410<br \/>\nand do in the contact center. It&#8217;s not just retail,<\/p>\n<p>253<br \/>\n00:16:51,520 &#8211;&gt; 00:16:57,080<br \/>\nobviously, that has moved toward a more digital transformation and<\/p>\n<p>254<br \/>\n00:16:57,080 &#8211;&gt; 00:17:03,000<br \/>\nmoved more quickly because of COVID. This is the mayor<\/p>\n<p>255<br \/>\n00:17:03,050 &#8211;&gt; 00:17:08,480<br \/>\nof Los Angeles speaking on television in August of 2020,<\/p>\n<p>256<br \/>\n00:17:09,130 &#8211;&gt; 00:17:18,010<br \/>\nand his comments are, in order to survive, governments, too,<\/p>\n<p>257<br \/>\n00:17:18,010 &#8211;&gt; 00:17:22,610<br \/>\nhave to become more digital, that city services should be<\/p>\n<p>258<br \/>\n00:17:22,610 &#8211;&gt; 00:17:26,720<br \/>\njust as smooth and easy, and as efficient as everything<\/p>\n<p>259<br \/>\n00:17:26,720 &#8211;&gt; 00:17:30,900<br \/>\nyou can do online. Now, COVID forced that because government<\/p>\n<p>260<br \/>\n00:17:30,900 &#8211;&gt; 00:17:33,760<br \/>\noffices had to close, but it&#8217;s a little bit like<\/p>\n<p>261<br \/>\n00:17:33,760 &#8211;&gt; 00:17:39,310<br \/>\nthat retail story where perhaps government was behind the curve<\/p>\n<p>262<br \/>\n00:17:39,310 &#8211;&gt; 00:17:41,760<br \/>\nin terms of where they should&#8217;ve been with digital transformation,<\/p>\n<p>263<br \/>\n00:17:42,750 &#8211;&gt; 00:17:45,850<br \/>\nbut COVID certainly brought it to the fore in 2020.<\/p>\n<p>264<br \/>\n00:17:47,790 &#8211;&gt; 00:17:51,750<br \/>\nAnd then telehealth, just another example of a business that,<\/p>\n<p>265<br \/>\n00:17:52,360 &#8211;&gt; 00:17:56,030<br \/>\nthe technology was there, the capabilities were there and yet,<\/p>\n<p>266<br \/>\n00:17:56,590 &#8211;&gt; 00:17:59,570<br \/>\nas a consumer I felt like the availability wasn&#8217;t there.<\/p>\n<p>267<br \/>\n00:18:00,400 &#8211;&gt; 00:18:03,560<br \/>\nMy general practitioner did not make it easy for me<\/p>\n<p>268<br \/>\n00:18:03,560 &#8211;&gt; 00:18:07,210<br \/>\nto do a telehealth visit a year ago, today I<\/p>\n<p>269<br \/>\n00:18:07,210 &#8211;&gt; 00:18:12,600<br \/>\ncan and it&#8217;s good for both of us. COVID- 19<\/p>\n<p>270<br \/>\n00:18:12,600 &#8211;&gt; 00:18:17,160<br \/>\njust catapulted telehealth forward by decades, in a few months.<\/p>\n<p>271<br \/>\n00:18:17,520 &#8211;&gt; 00:18:21,680<br \/>\nTeladoc, which is a global leader in virtual care, predicted<\/p>\n<p>272<br \/>\n00:18:21,680 &#8211;&gt; 00:18:26,670<br \/>\nthat 2020 revenue would be twice that of 2019, driven<\/p>\n<p>273<br \/>\n00:18:26,670 &#8211;&gt; 00:18:30,210<br \/>\nby the demand for these virtual care solutions and there<\/p>\n<p>274<br \/>\n00:18:30,210 &#8211;&gt; 00:18:36,000<br \/>\nare already signs that future telehealth will persist, that even<\/p>\n<p>275<br \/>\n00:18:36,000 &#8211;&gt; 00:18:41,610<br \/>\nafter this crisis is over, Teladoc is expecting 30 to<\/p>\n<p>276<br \/>\n00:18:41,610 &#8211;&gt; 00:18:45,890<br \/>\n40% growth for the next four years. Doesn&#8217;t surprise me<\/p>\n<p>277<br \/>\n00:18:45,890 &#8211;&gt; 00:18:48,550<br \/>\nbecause once you&#8217;ve done it, boy, is it easier than<\/p>\n<p>278<br \/>\n00:18:48,550 &#8211;&gt; 00:18:50,650<br \/>\ngetting in your car and driving 20 minutes, if you&#8217;re<\/p>\n<p>279<br \/>\n00:18:50,650 &#8211;&gt; 00:18:54,680<br \/>\nlucky enough to be 20 minutes away and it didn&#8217;t snow 20 inches overnight.<\/p>\n<p>280<br \/>\n00:18:57,870 &#8211;&gt; 00:18:59,300<br \/>\nI&#8217;m going to turn it over to you, Janelle, to<\/p>\n<p>281<br \/>\n00:18:59,300 &#8211;&gt; 00:19:02,130<br \/>\ntalk about a great Genesys customer in the telehealth area.<\/p>\n<p>282<br \/>\n00:19:03,330 &#8211;&gt; 00:19:05,770<br \/>\nCertainly, but maybe even before I do that, when you<\/p>\n<p>283<br \/>\n00:19:05,770 &#8211;&gt; 00:19:09,710<br \/>\nwere talking about the retail apocalypse, it actually reminded me<\/p>\n<p>284<br \/>\n00:19:09,710 &#8211;&gt; 00:19:14,350<br \/>\nof one of our marquee retail customers, TechStyle Fashion Group.<\/p>\n<p>285<br \/>\n00:19:14,350 &#8211;&gt; 00:19:17,510<br \/>\nIf you&#8217;re not familiar with TechStyle, the most common brand<\/p>\n<p>286<br \/>\n00:19:17,510 &#8211;&gt; 00:19:20,670<br \/>\nI know of is Fabletics but they offer about five<\/p>\n<p>287<br \/>\n00:19:20,670 &#8211;&gt; 00:19:25,880<br \/>\nbrands that are celebrity marketed, active wear and footwear through<\/p>\n<p>288<br \/>\n00:19:25,880 &#8211;&gt; 00:19:28,920<br \/>\nthe rise of subscription services that&#8217;s going on with retail,<\/p>\n<p>289<br \/>\n00:19:28,920 &#8211;&gt; 00:19:33,300<br \/>\ntoo. So you can imagine their exceptional growth last year,<\/p>\n<p>290<br \/>\n00:19:33,560 &#8211;&gt; 00:19:36,990<br \/>\nall fueled by being ahead of the game on that<\/p>\n<p>291<br \/>\n00:19:37,040 &#8211;&gt; 00:19:41,770<br \/>\nomnichannel and real eCommerce and really going that method from<\/p>\n<p>292<br \/>\n00:19:41,770 &#8211;&gt; 00:19:46,430<br \/>\nthe get- go with their business model. But onto telehealth,<\/p>\n<p>293<br \/>\n00:19:46,430 &#8211;&gt; 00:19:50,540<br \/>\nthere&#8217;s no question that the healthcare industry is changing out<\/p>\n<p>294<br \/>\n00:19:50,540 &#8211;&gt; 00:19:54,380<br \/>\nthere. We meet with healthcare companies around the globe and<\/p>\n<p>295<br \/>\n00:19:54,380 &#8211;&gt; 00:19:59,060<br \/>\nwe&#8217;re seeing that digital transformation with that cloud agility is<\/p>\n<p>296<br \/>\n00:19:59,060 &#8211;&gt; 00:20:02,830<br \/>\nabsolutely a business imperative. That couldn&#8217;t have been more true<\/p>\n<p>297<br \/>\n00:20:02,850 &#8211;&gt; 00:20:07,430<br \/>\nfor Company Nurse, both before and after the pandemic hit.<\/p>\n<p>298<br \/>\n00:20:07,940 &#8211;&gt; 00:20:11,010<br \/>\nIf you&#8217;re not familiar with Company Nurse, they offer nurse<\/p>\n<p>299<br \/>\n00:20:11,010 &#8211;&gt; 00:20:15,810<br \/>\ntriaging for accidents in the workplace and if we back<\/p>\n<p>300<br \/>\n00:20:15,810 &#8211;&gt; 00:20:20,370<br \/>\nup prior to them moving forward with Genesys Cloud, they<\/p>\n<p>301<br \/>\n00:20:20,370 &#8211;&gt; 00:20:24,940<br \/>\nwere on legacy on- premises solution, voice only. They were<\/p>\n<p>302<br \/>\n00:20:24,950 &#8211;&gt; 00:20:28,220<br \/>\nhaving problems because it couldn&#8217;t scale the way they wanted,<\/p>\n<p>303<br \/>\n00:20:28,430 &#8211;&gt; 00:20:32,140<br \/>\nwouldn&#8217;t provide the results that they need, expensive to maintain.<\/p>\n<p>304<br \/>\n00:20:33,200 &#8211;&gt; 00:20:36,060<br \/>\nThey couldn&#8217;t integrate it with any sort of digital channels<\/p>\n<p>305<br \/>\n00:20:36,060 &#8211;&gt; 00:20:39,030<br \/>\nand it was really preventing them, too, from staying up<\/p>\n<p>306<br \/>\n00:20:39,030 &#8211;&gt; 00:20:42,010<br \/>\nto speed with that realtime visibility that they needed in<\/p>\n<p>307<br \/>\n00:20:42,010 &#8211;&gt; 00:20:45,570<br \/>\nthe moment. If you were to go back in time<\/p>\n<p>308<br \/>\n00:20:45,570 &#8211;&gt; 00:20:49,370<br \/>\nand take a peek at the essential capabilities that they<\/p>\n<p>309<br \/>\n00:20:49,370 &#8211;&gt; 00:20:53,530<br \/>\nwere looking for in their buyer guide, think of easy<\/p>\n<p>310<br \/>\n00:20:53,970 &#8211;&gt; 00:20:59,750<br \/>\ndigital platform to support multichannel, integrated workforce engagement across those<\/p>\n<p>311<br \/>\n00:20:59,750 &#8211;&gt; 00:21:04,300<br \/>\nchannels, as well as integration from that platform perspective, like<\/p>\n<p>312<br \/>\n00:21:04,340 &#8211;&gt; 00:21:07,710<br \/>\nSheila, you talked about earlier, with their existing systems as<\/p>\n<p>313<br \/>\n00:21:07,710 &#8211;&gt; 00:21:10,730<br \/>\nwell as the ability to adapt to new applications easily,<\/p>\n<p>314<br \/>\n00:21:11,080 &#8211;&gt; 00:21:13,840<br \/>\nand they got that with cloud. As you can see<\/p>\n<p>315<br \/>\n00:21:13,840 &#8211;&gt; 00:21:17,680<br \/>\nfrom the CTO quote over there to the right, their<\/p>\n<p>316<br \/>\n00:21:17,680 &#8211;&gt; 00:21:20,840<br \/>\ncontact center, they really saw as mission critical to their<\/p>\n<p>317<br \/>\n00:21:20,840 &#8211;&gt; 00:21:25,020<br \/>\nbusiness, 70% of it being revenue generating, so they needed<\/p>\n<p>318<br \/>\n00:21:25,020 &#8211;&gt; 00:21:28,020<br \/>\na solution that they could also switch to in a<\/p>\n<p>319<br \/>\n00:21:28,020 &#8211;&gt; 00:21:30,550<br \/>\nmatter of weeks or less, which they did. So that<\/p>\n<p>320<br \/>\n00:21:30,550 &#8211;&gt; 00:21:34,070<br \/>\nagility to be able to migrate simply with expertise was<\/p>\n<p>321<br \/>\n00:21:34,070 &#8211;&gt; 00:21:38,370<br \/>\nalso really important to them as an essential capability. You<\/p>\n<p>322<br \/>\n00:21:38,370 &#8211;&gt; 00:21:42,650<br \/>\ncan see the results listed there, tremendous results that equated<\/p>\n<p>323<br \/>\n00:21:42,650 &#8211;&gt; 00:21:47,690<br \/>\nto lower total cost of ownership, improved employee productivity, but<\/p>\n<p>324<br \/>\n00:21:47,690 &#8211;&gt; 00:21:50,490<br \/>\nthat&#8217;s actually not my favorite part of this story. My<\/p>\n<p>325<br \/>\n00:21:50,490 &#8211;&gt; 00:21:52,760<br \/>\nfavorite part of this story, if you were to Google<\/p>\n<p>326<br \/>\n00:21:52,760 &#8211;&gt; 00:21:57,380<br \/>\nafter this, take a moment, Company Nurse, it&#8217;s our Genesys<\/p>\n<p>327<br \/>\n00:21:57,600 &#8211;&gt; 00:22:02,760<br \/>\npodcast. We had a guest, the CTO, Henry, who talks<\/p>\n<p>328<br \/>\n00:22:02,760 &#8211;&gt; 00:22:07,470<br \/>\nabout their pivotal decision back in February, March last year,<\/p>\n<p>329<br \/>\n00:22:07,510 &#8211;&gt; 00:22:11,770<br \/>\nearly days of COVID-19, where they had to shift their<\/p>\n<p>330<br \/>\n00:22:11,770 &#8211;&gt; 00:22:15,180<br \/>\nentire business model. You can imagine nurse triaging in the<\/p>\n<p>331<br \/>\n00:22:15,180 &#8211;&gt; 00:22:20,110<br \/>\nworkplace, companies shifting to work from home, nurse triage isn&#8217;t<\/p>\n<p>332<br \/>\n00:22:20,110 &#8211;&gt; 00:22:23,580<br \/>\nneeded as much, right? So they went to their customers<\/p>\n<p>333<br \/>\n00:22:23,580 &#8211;&gt; 00:22:26,530<br \/>\nand they asked what they needed instead, and within a<\/p>\n<p>334<br \/>\n00:22:26,530 &#8211;&gt; 00:22:31,330<br \/>\nmonth from idea, they had an MVP ready that they<\/p>\n<p>335<br \/>\n00:22:31,330 &#8211;&gt; 00:22:35,570<br \/>\nwere the first out there to offer a COVID digital<\/p>\n<p>336<br \/>\n00:22:35,570 &#8211;&gt; 00:22:39,060<br \/>\nscreening app, and in that month they integrated it to<\/p>\n<p>337<br \/>\n00:22:39,060 &#8211;&gt; 00:22:42,690<br \/>\ntheir digital, their voice, their SMS, their callback channels with<\/p>\n<p>338<br \/>\n00:22:42,690 &#8211;&gt; 00:22:45,750<br \/>\nGenesys Cloud, to not only grow their business to record-<\/p>\n<p>339<br \/>\n00:22:45,750 &#8211;&gt; 00:22:49,990<br \/>\nbreaking results during this time, but perhaps more importantly, meeting<\/p>\n<p>340<br \/>\n00:22:49,990 &#8211;&gt; 00:22:53,360<br \/>\ntheir customers&#8216; needs without having to do mass layoffs in<\/p>\n<p>341<br \/>\n00:22:53,360 &#8211;&gt; 00:22:56,630<br \/>\ntheir employee base that others were facing in the health<\/p>\n<p>342<br \/>\n00:22:56,630 &#8211;&gt; 00:23:01,010<br \/>\nspace. So tremendous story both pre- pandemic as well as<\/p>\n<p>343<br \/>\n00:23:01,010 &#8211;&gt; 00:23:04,490<br \/>\npost- pandemic that I think really speaks to the power<\/p>\n<p>344<br \/>\n00:23:04,490 &#8211;&gt; 00:23:19,260<br \/>\nof digital transformation with cloud agility there. Hey, Sheila. I<\/p>\n<p>345<br \/>\n00:23:19,260 &#8211;&gt; 00:23:29,080<br \/>\nthink you&#8217;re muted. I always do that to be polite<\/p>\n<p>346<br \/>\n00:23:29,080 &#8211;&gt; 00:23:31,960<br \/>\nto the speaker before me, and then I&#8217;m not polite<\/p>\n<p>347<br \/>\n00:23:31,960 &#8211;&gt; 00:23:34,580<br \/>\nwhen I start talking and nobody can hear me, but<\/p>\n<p>348<br \/>\n00:23:34,580 &#8211;&gt; 00:23:38,070<br \/>\nlife goes on so thank you, Josh, for letting me<\/p>\n<p>349<br \/>\n00:23:38,070 &#8211;&gt; 00:23:43,640<br \/>\nknow. So when you have digital engagement and you&#8217;re introducing<\/p>\n<p>350<br \/>\n00:23:43,640 &#8211;&gt; 00:23:47,480<br \/>\nit into your contact center, part of that story is<\/p>\n<p>351<br \/>\n00:23:47,730 &#8211;&gt; 00:23:54,820<br \/>\nalso building on the channel agents, because omnichannel agents are who<\/p>\n<p>352<br \/>\n00:23:54,820 &#8211;&gt; 00:23:58,850<br \/>\nyou need to do all of this fantastic work of<\/p>\n<p>353<br \/>\n00:23:58,850 &#8211;&gt; 00:24:01,760<br \/>\nintegrating all of these channels and doing all of this.<\/p>\n<p>354<br \/>\n00:24:02,150 &#8211;&gt; 00:24:07,710<br \/>\nBut omnichannel agents are not born, they are made and<\/p>\n<p>355<br \/>\n00:24:07,710 &#8211;&gt; 00:24:13,880<br \/>\nthey&#8217;re made by having workforce engagement management solutions that can<\/p>\n<p>356<br \/>\n00:24:15,050 &#8211;&gt; 00:24:19,090<br \/>\nhandle all of the channels. So it&#8217;s interesting, over the<\/p>\n<p>357<br \/>\n00:24:19,090 &#8211;&gt; 00:24:21,830<br \/>\nlast couple of years when I was still doing speaking<\/p>\n<p>358<br \/>\n00:24:21,830 &#8211;&gt; 00:24:24,660<br \/>\nengagements where people were in front of me, one of<\/p>\n<p>359<br \/>\n00:24:24,660 &#8211;&gt; 00:24:26,930<br \/>\nthe questions I would ask is, &#8220; How many of you<\/p>\n<p>360<br \/>\n00:24:26,930 &#8211;&gt; 00:24:33,490<br \/>\nare using a workforce monitoring system that just handles voice?&#8220;<\/p>\n<p>361<br \/>\n00:24:34,220 &#8211;&gt; 00:24:37,970<br \/>\nAnd it would be amazing what a high proportion of<\/p>\n<p>362<br \/>\n00:24:37,970 &#8211;&gt; 00:24:41,160<br \/>\nthe audience members would say that their quality monitoring was<\/p>\n<p>363<br \/>\n00:24:41,160 &#8211;&gt; 00:24:44,720<br \/>\njust for voice. So we can&#8217;t build omnichannel agents if<\/p>\n<p>364<br \/>\n00:24:44,720 &#8211;&gt; 00:24:49,050<br \/>\nwe don&#8217;t have tools that address all of the channels.<\/p>\n<p>365<br \/>\n00:24:49,290 &#8211;&gt; 00:24:51,950<br \/>\nSo as you move toward digital engagement, you have to<\/p>\n<p>366<br \/>\n00:24:51,950 &#8211;&gt; 00:24:55,530<br \/>\nsort of bring in that workforce engagement part of it.<\/p>\n<p>367<br \/>\n00:24:56,500 &#8211;&gt; 00:24:58,620<br \/>\nThe other, to me, one of the elements of building<\/p>\n<p>368<br \/>\n00:24:58,620 &#8211;&gt; 00:25:03,370<br \/>\nan omnichannel agent is sort of a mindset twist, which<\/p>\n<p>369<br \/>\n00:25:03,370 &#8211;&gt; 00:25:07,300<br \/>\nis typically in the context in how we think about handling this interaction,<\/p>\n<p>370<br \/>\n00:25:07,780 &#8211;&gt; 00:25:14,320<br \/>\nthis transaction, single transaction resolution, that&#8217;s the goal. But in<\/p>\n<p>371<br \/>\n00:25:14,320 &#8211;&gt; 00:25:18,010<br \/>\nreality with digital engagement, often that customer&#8217;s coming to you<\/p>\n<p>372<br \/>\n00:25:18,280 &#8211;&gt; 00:25:22,520<br \/>\nwith other content, with other interactions that they already had.<\/p>\n<p>373<br \/>\n00:25:22,520 &#8211;&gt; 00:25:25,580<br \/>\nThey&#8217;d looked on the website, they may have tried to<\/p>\n<p>374<br \/>\n00:25:25,580 &#8211;&gt; 00:25:28,900<br \/>\nchat with you, they may have sent an email, and<\/p>\n<p>375<br \/>\n00:25:28,900 &#8211;&gt; 00:25:33,140<br \/>\nso it&#8217;s no longer the agent&#8217;s responsibility to just handle<\/p>\n<p>376<br \/>\n00:25:33,140 &#8211;&gt; 00:25:37,180<br \/>\nthis interaction, but to look at the entire journey that<\/p>\n<p>377<br \/>\n00:25:37,180 &#8211;&gt; 00:25:42,030<br \/>\nthe customer has been on. So from a building your<\/p>\n<p>378<br \/>\n00:25:42,090 &#8211;&gt; 00:25:46,410<br \/>\ncontact center plan, what do you need, you not just<\/p>\n<p>379<br \/>\n00:25:46,410 &#8211;&gt; 00:25:49,520<br \/>\nhave to make those digital channels available. You have to<\/p>\n<p>380<br \/>\n00:25:49,520 &#8211;&gt; 00:25:53,300<br \/>\ncoach and train and monitor the agents on all of<\/p>\n<p>381<br \/>\n00:25:53,300 &#8211;&gt; 00:25:56,150<br \/>\nthose channels, and then to the extent that you can,<\/p>\n<p>382<br \/>\n00:25:56,150 &#8211;&gt; 00:25:59,030<br \/>\nyou need to make sure that the agent has the<\/p>\n<p>383<br \/>\n00:25:59,030 &#8211;&gt; 00:26:03,590<br \/>\ncontext, the information from those other steps that the customer<\/p>\n<p>384<br \/>\n00:26:03,590 &#8211;&gt; 00:26:08,170<br \/>\nhas taken. So as we move to the next slide,<\/p>\n<p>385<br \/>\n00:26:08,240 &#8211;&gt; 00:26:14,700<br \/>\nwe&#8217;re going to have Janelle tell us about Ethiopian Airlines<\/p>\n<p>386<br \/>\n00:26:14,760 &#8211;&gt; 00:26:17,350<br \/>\nand some of the things that they have done. Yeah,<\/p>\n<p>387<br \/>\n00:26:17,350 &#8211;&gt; 00:26:21,410<br \/>\nso Company Nurse, they had integrated workforce engagement management as<\/p>\n<p>388<br \/>\n00:26:21,410 &#8211;&gt; 00:26:26,160<br \/>\nwell, but here&#8217;s another example in a different industry across<\/p>\n<p>389<br \/>\n00:26:26,160 &#8211;&gt; 00:26:29,150<br \/>\nthe pond that also saw a big change last year<\/p>\n<p>390<br \/>\n00:26:29,150 &#8211;&gt; 00:26:33,920<br \/>\nwith the airline industry. Ethiopia Airlines, unrivaled in Africa for<\/p>\n<p>391<br \/>\n00:26:33,920 &#8211;&gt; 00:26:39,610<br \/>\ntheir efficiency and operational success, like every airline I can<\/p>\n<p>392<br \/>\n00:26:39,610 &#8211;&gt; 00:26:43,250<br \/>\nthink of anyway, last year they were just trying to<\/p>\n<p>393<br \/>\n00:26:43,250 &#8211;&gt; 00:26:46,760<br \/>\nsurvive and look for ways to lower costs and improve<\/p>\n<p>394<br \/>\n00:26:46,760 &#8211;&gt; 00:26:50,550<br \/>\nmargins, focusing on the customer, I think, too, an important<\/p>\n<p>395<br \/>\n00:26:50,550 &#8211;&gt; 00:26:54,430<br \/>\npoint in your buying consideration, looking at not just the<\/p>\n<p>396<br \/>\n00:26:54,430 &#8211;&gt; 00:26:58,070<br \/>\nservice part of your customer journey, but looking for engagement<\/p>\n<p>397<br \/>\n00:26:58,070 &#8211;&gt; 00:27:01,880<br \/>\ntools that span marketing sales and service. Let&#8217;s look at<\/p>\n<p>398<br \/>\n00:27:01,880 &#8211;&gt; 00:27:06,330<br \/>\nthe before and after of Ethiopia Airlines. Prior to moving<\/p>\n<p>399<br \/>\n00:27:06,330 &#8211;&gt; 00:27:11,620<br \/>\nto Genesys Cloud- based environment, they were facing incompatible systems,<\/p>\n<p>400<br \/>\n00:27:12,360 &#8211;&gt; 00:27:16,270<br \/>\ntheir calls were actually routed to employees that weren&#8217;t taking<\/p>\n<p>401<br \/>\n00:27:16,270 &#8211;&gt; 00:27:20,520<br \/>\ninto account even just basic things like language skills or<\/p>\n<p>402<br \/>\n00:27:20,520 &#8211;&gt; 00:27:24,220<br \/>\nany skills for that matter. Their teams worked in silos,<\/p>\n<p>403<br \/>\n00:27:24,220 &#8211;&gt; 00:27:29,170<br \/>\nhandling emails, handling chats, handling phone calls, all separately, they<\/p>\n<p>404<br \/>\n00:27:29,170 &#8211;&gt; 00:27:32,500<br \/>\ndidn&#8217;t have a CRM system, they didn&#8217;t have workforce engagement,<\/p>\n<p>405<br \/>\n00:27:33,010 &#8211;&gt; 00:27:36,730<br \/>\ndata was buried elsewhere and everywhere, and needless to say,<\/p>\n<p>406<br \/>\n00:27:36,730 &#8211;&gt; 00:27:39,740<br \/>\nthey lacked that full overview of the customer journey and<\/p>\n<p>407<br \/>\n00:27:39,790 &#8211;&gt; 00:27:43,730<br \/>\nthat real- time insight. So looking into the essential capabilities<\/p>\n<p>408<br \/>\n00:27:44,160 &#8211;&gt; 00:27:49,330<br \/>\nthey captured, they deployed within two months, had 500 agents<\/p>\n<p>409<br \/>\n00:27:49,410 &#8211;&gt; 00:27:54,440<br \/>\nnow working more productively in a blended fashion, handling emails,<\/p>\n<p>410<br \/>\n00:27:54,440 &#8211;&gt; 00:27:59,110<br \/>\nchats and phone calls, effortlessly switching between them, all from<\/p>\n<p>411<br \/>\n00:27:59,110 &#8211;&gt; 00:28:02,770<br \/>\nthat single omnichannel desktop, which is really important in order<\/p>\n<p>412<br \/>\n00:28:02,770 &#8211;&gt; 00:28:05,310<br \/>\nfor the employees to be able to do that. And<\/p>\n<p>413<br \/>\n00:28:05,310 &#8211;&gt; 00:28:10,220<br \/>\nthey really unlocked further customer experience gains by introducing that<\/p>\n<p>414<br \/>\n00:28:10,220 &#8211;&gt; 00:28:15,010<br \/>\nworkforce engagement piece to further improve the customer experience. So,<\/p>\n<p>415<br \/>\n00:28:15,040 &#8211;&gt; 00:28:21,320<br \/>\nsome results, their service levels went from 70% to 95%.<\/p>\n<p>416<br \/>\n00:28:21,670 &#8211;&gt; 00:28:26,430<br \/>\nThey had higher first- call resolution, their abandonment rate went<\/p>\n<p>417<br \/>\n00:28:26,430 &#8211;&gt; 00:28:31,440<br \/>\nfrom 20% just down to 3%. Calls answered went from<\/p>\n<p>418<br \/>\n00:28:31,440 &#8211;&gt; 00:28:34,140<br \/>\n20 seconds, which airline, that&#8217;s still pretty good, down to<\/p>\n<p>419<br \/>\n00:28:34,140 &#8211;&gt; 00:28:36,620<br \/>\neight seconds, I can&#8217;t remember when the last time I<\/p>\n<p>420<br \/>\n00:28:36,620 &#8211;&gt; 00:28:39,270<br \/>\ncalled an airline and they answered in eight seconds, and<\/p>\n<p>421<br \/>\n00:28:39,330 &#8211;&gt; 00:28:42,570<br \/>\nthey had that agility they needed to change IBR menus<\/p>\n<p>422<br \/>\n00:28:42,570 &#8211;&gt; 00:28:46,910<br \/>\non the dime without having to pay for external support.<\/p>\n<p>423<br \/>\n00:28:47,440 &#8211;&gt; 00:28:51,910<br \/>\nIn addition, they expanded the use of their cloud technology<\/p>\n<p>424<br \/>\n00:28:52,010 &#8211;&gt; 00:28:55,630<br \/>\nto their sales environment, too, being able to monitor customers&#8216;<\/p>\n<p>425<br \/>\n00:28:55,630 &#8211;&gt; 00:29:00,620<br \/>\nbehavior on their website, understand that and get predictive with<\/p>\n<p>426<br \/>\n00:29:00,620 &#8211;&gt; 00:29:03,560<br \/>\nthe use of AI to intercept in the moment because<\/p>\n<p>427<br \/>\n00:29:03,560 &#8211;&gt; 00:29:07,090<br \/>\nthey had the right staff in place to really help<\/p>\n<p>428<br \/>\n00:29:07,090 &#8211;&gt; 00:29:10,690<br \/>\nthat customer through their buyer journey and saw web conversion<\/p>\n<p>429<br \/>\n00:29:10,690 &#8211;&gt; 00:29:14,840<br \/>\nrates just increase dramatically, and you can see the results<\/p>\n<p>430<br \/>\n00:29:14,840 &#8211;&gt; 00:29:19,230<br \/>\nthere. So I love this story because it is really<\/p>\n<p>431<br \/>\n00:29:19,230 &#8211;&gt; 00:29:23,030<br \/>\na proved point in helping a company that was in<\/p>\n<p>432<br \/>\n00:29:23,030 &#8211;&gt; 00:29:28,190<br \/>\na struggling industry last year, and looking ahead, really make<\/p>\n<p>433<br \/>\n00:29:28,190 &#8211;&gt; 00:29:32,810<br \/>\nchange and support the customer journey across marketing, sales and<\/p>\n<p>434<br \/>\n00:29:32,810 &#8211;&gt; 00:29:38,680<br \/>\nservice. Excellent, so we are moving to our next poll.<\/p>\n<p>435<br \/>\n00:29:38,740 &#8211;&gt; 00:29:44,880<br \/>\nThe question is, &#8220; Is there value in integrating your unified<\/p>\n<p>436<br \/>\n00:29:44,880 &#8211;&gt; 00:29:50,410<br \/>\ncommunication solution incorporation with the contact center?&#8220; We have just<\/p>\n<p>437<br \/>\n00:29:50,410 &#8211;&gt; 00:29:55,030<br \/>\nthree choices; yes, we think there&#8217;s value in integrating them,<\/p>\n<p>438<br \/>\n00:29:55,310 &#8211;&gt; 00:29:59,670<br \/>\nbut we prefer one solution for both contact center and<\/p>\n<p>439<br \/>\n00:29:59,720 &#8211;&gt; 00:30:04,970<br \/>\nunified communications and collaboration. Yes, we think there&#8217;s value and<\/p>\n<p>440<br \/>\n00:30:04,970 &#8211;&gt; 00:30:09,920<br \/>\nour preferred solution is Microsoft Teams, and this is one of those ones where<\/p>\n<p>441<br \/>\n00:30:09,920 &#8211;&gt; 00:30:13,380<br \/>\nwe wait for all of the responses before you select<\/p>\n<p>442<br \/>\n00:30:13,380 &#8211;&gt; 00:30:16,450<br \/>\none because you might be number one but number two<\/p>\n<p>443<br \/>\n00:30:16,450 &#8211;&gt; 00:30:20,470<br \/>\nis more specific to you. And then third, yes, our<\/p>\n<p>444<br \/>\n00:30:20,470 &#8211;&gt; 00:30:26,660<br \/>\npreferred solution is a different UCC provider. Okay, so I<\/p>\n<p>445<br \/>\n00:30:26,660 &#8211;&gt; 00:30:29,210<br \/>\nrealize we do not have a choice here for no.<\/p>\n<p>446<br \/>\n00:30:31,790 &#8211;&gt; 00:30:35,560<br \/>\nWe may have missed that, but we&#8217;ll see what people<\/p>\n<p>447<br \/>\n00:30:35,560 &#8211;&gt; 00:30:37,900<br \/>\nthink. I think it&#8217;ll be interesting to see what we<\/p>\n<p>448<br \/>\n00:30:37,900 &#8211;&gt; 00:30:43,380<br \/>\nget here. Clearly, Microsoft Teams had a huge uptick in<\/p>\n<p>449<br \/>\n00:30:43,380 &#8211;&gt; 00:30:47,130<br \/>\nusage in 2020, so I&#8217;m not going to be surprised<\/p>\n<p>450<br \/>\n00:30:47,130 &#8211;&gt; 00:30:50,750<br \/>\nto see that we have a lot of Microsoft Teams users,<\/p>\n<p>451<br \/>\n00:30:50,750 &#8211;&gt; 00:30:54,230<br \/>\nwhat do you think, Janelle? I think the same, it&#8217;s<\/p>\n<p>452<br \/>\n00:30:54,230 &#8211;&gt; 00:30:57,190<br \/>\nbecoming one of those essential capabilities you mentioned at the<\/p>\n<p>453<br \/>\n00:30:57,190 &#8211;&gt; 00:31:01,230<br \/>\nbeginning. It used to be a very separate decision and<\/p>\n<p>454<br \/>\n00:31:01,230 &#8211;&gt; 00:31:05,180<br \/>\nwhile it may not be from a single provider, we&#8217;re<\/p>\n<p>455<br \/>\n00:31:05,180 &#8211;&gt; 00:31:09,710<br \/>\nseeing it recurring on the list of requirements for cloud<\/p>\n<p>456<br \/>\n00:31:09,710 &#8211;&gt; 00:31:12,520<br \/>\nbased solutions to be able to extend beyond the contact<\/p>\n<p>457<br \/>\n00:31:12,530 &#8211;&gt; 00:31:16,030<br \/>\ncenter and have an integrated solution regardless, so we&#8217;re keen<\/p>\n<p>458<br \/>\n00:31:16,030 &#8211;&gt; 00:31:20,790<br \/>\nto see if our audience agrees. Okay, so drum roll.<\/p>\n<p>459<br \/>\n00:31:25,770 &#8211;&gt; 00:31:30,940<br \/>\nI&#8217;m going to&#8230; I was hitting submit instead of next.<\/p>\n<p>460<br \/>\n00:31:30,970 &#8211;&gt; 00:31:36,330<br \/>\nOkay, what can we discern from this? Over 50% are<\/p>\n<p>461<br \/>\n00:31:36,330 &#8211;&gt; 00:31:40,880<br \/>\nusing Teams, wow. That&#8217;s even higher than I would&#8217;ve predicted.<\/p>\n<p>462<br \/>\n00:31:41,870 &#8211;&gt; 00:31:44,950<br \/>\nOr their preferred solution is Teams, doesn&#8217;t tell me that<\/p>\n<p>463<br \/>\n00:31:44,950 &#8211;&gt; 00:31:49,960<br \/>\nthey&#8217;re really using it but I&#8217;m actually surprised it&#8217;s as<\/p>\n<p>464<br \/>\n00:31:49,960 &#8211;&gt; 00:31:52,320<br \/>\nclose between the first and second option as it is.<\/p>\n<p>465<br \/>\n00:31:52,320 &#8211;&gt; 00:31:55,250<br \/>\nI thought it would be a bigger differential because we&#8217;re<\/p>\n<p>466<br \/>\n00:31:55,250 &#8211;&gt; 00:32:00,990<br \/>\ndefinitely seeing more for Teams across the board. Yeah, and<\/p>\n<p>467<br \/>\n00:32:00,990 &#8211;&gt; 00:32:03,990<br \/>\nnot too much for other providers. Yeah, back to Teams,<\/p>\n<p>468<br \/>\n00:32:03,990 &#8211;&gt; 00:32:06,620<br \/>\nI happened to be on their site today and there<\/p>\n<p>469<br \/>\n00:32:06,630 &#8211;&gt; 00:32:10,270<br \/>\nare 15 different contact centers who are working to get<\/p>\n<p>470<br \/>\n00:32:10,270 &#8211;&gt; 00:32:13,620<br \/>\ncertified in Microsoft Teams, so it&#8217;s a much bigger effort<\/p>\n<p>471<br \/>\n00:32:13,620 &#8211;&gt; 00:32:16,360<br \/>\nthan it has been for many years. So I think<\/p>\n<p>472<br \/>\n00:32:16,700 &#8211;&gt; 00:32:18,700<br \/>\nto the point that we&#8217;ve both made at this point,<\/p>\n<p>473<br \/>\n00:32:18,700 &#8211;&gt; 00:32:24,430<br \/>\nJanelle, the importance of bringing together the unified communications and<\/p>\n<p>474<br \/>\n00:32:24,400 &#8211;&gt; 00:32:28,140<br \/>\nthe contact center has just been elevated. Part of that<\/p>\n<p>475<br \/>\n00:32:28,140 &#8211;&gt; 00:32:32,300<br \/>\nis not being in a single physical location and not<\/p>\n<p>476<br \/>\n00:32:32,300 &#8211;&gt; 00:32:37,040<br \/>\nbeing able to bring your supervisor over with something as<\/p>\n<p>477<br \/>\n00:32:37,040 &#8211;&gt; 00:32:42,900<br \/>\neasy raising your hand. A study that I had read<\/p>\n<p>478<br \/>\n00:32:42,900 &#8211;&gt; 00:32:47,340<br \/>\nover the summer, that 93% of companies now say that<\/p>\n<p>479<br \/>\n00:32:47,380 &#8211;&gt; 00:32:52,040<br \/>\nUC and team messaging integration with the contact center is<\/p>\n<p>480<br \/>\n00:32:52,040 &#8211;&gt; 00:32:57,270<br \/>\na very important factor in customer experience success, and yet,<\/p>\n<p>481<br \/>\n00:32:57,500 &#8211;&gt; 00:33:00,930<br \/>\nas you and I know, there&#8217;s not enough evidence today<\/p>\n<p>482<br \/>\n00:33:01,130 &#8211;&gt; 00:33:04,430<br \/>\nthat, that&#8217;s happening in contact centers. I think if we&#8217;ve<\/p>\n<p>483<br \/>\n00:33:04,430 &#8211;&gt; 00:33:07,730<br \/>\ngot that many listeners who are thinking Microsoft Teams is<\/p>\n<p>484<br \/>\n00:33:07,730 &#8211;&gt; 00:33:11,160<br \/>\nthe answer, and companies like Genesys are now stepping up<\/p>\n<p>485<br \/>\n00:33:11,220 &#8211;&gt; 00:33:14,140<br \/>\nand working much more closely with Microsoft, hopefully a year<\/p>\n<p>486<br \/>\n00:33:14,140 &#8211;&gt; 00:33:17,040<br \/>\nfrom now we&#8217;ll see a lot more of that UC in<\/p>\n<p>487<br \/>\n00:33:17,040 &#8211;&gt; 00:33:20,700<br \/>\ncontact center integration. You&#8217;re going to tell us about one<\/p>\n<p>488<br \/>\n00:33:20,700 &#8211;&gt; 00:33:24,410<br \/>\ncustomer who&#8217;s doing that. Absolutely, as I mentioned, we see<\/p>\n<p>489<br \/>\n00:33:24,410 &#8211;&gt; 00:33:27,850<br \/>\nit on many people&#8217;s list and here&#8217;s an example of<\/p>\n<p>490<br \/>\n00:33:28,630 &#8211;&gt; 00:33:33,330<br \/>\na company that I admire so much, who has taken<\/p>\n<p>491<br \/>\n00:33:33,330 &#8211;&gt; 00:33:36,120<br \/>\nthat step forward and has it implemented. Let me tell<\/p>\n<p>492<br \/>\n00:33:36,120 &#8211;&gt; 00:33:40,390<br \/>\nyou a little bit about Integral Care. I think of<\/p>\n<p>493<br \/>\n00:33:40,390 &#8211;&gt; 00:33:44,560<br \/>\ntheir contact center not as a call center, I don&#8217;t<\/p>\n<p>494<br \/>\n00:33:44,730 &#8211;&gt; 00:33:46,930<br \/>\nthink of it as a profit center, I think of<\/p>\n<p>495<br \/>\n00:33:46,930 &#8211;&gt; 00:33:50,580<br \/>\nit as a life center. They have about 900 people<\/p>\n<p>496<br \/>\n00:33:50,580 &#8211;&gt; 00:33:56,170<br \/>\non staff across 45 locations, where they provide a 24<\/p>\n<p>497<br \/>\n00:33:56,170 &#8211;&gt; 00:34:00,850<br \/>\nhour crisis helpline that&#8217;s often that first point of contact<\/p>\n<p>498<br \/>\n00:34:00,850 &#8211;&gt; 00:34:05,100<br \/>\nfor people needing that immediate emotional support, especially during these<\/p>\n<p>499<br \/>\n00:34:05,100 &#8211;&gt; 00:34:09,100<br \/>\ncrazy times. They also receive traffic from calls to national<\/p>\n<p>500<br \/>\n00:34:09,100 &#8211;&gt; 00:34:14,620<br \/>\nsuicide prevention lines. So as you can imagine, streamlined communication,<\/p>\n<p>501<br \/>\n00:34:14,850 &#8211;&gt; 00:34:19,790<br \/>\nit is essential and lifesaving, and downtime is more than<\/p>\n<p>502<br \/>\n00:34:19,790 &#8211;&gt; 00:34:24,210<br \/>\ncritical, it can be even tragic. So where were they?<\/p>\n<p>503<br \/>\n00:34:24,600 &#8211;&gt; 00:34:29,070<br \/>\nPrior to Genesys, they were having huge technology issues that<\/p>\n<p>504<br \/>\n00:34:29,070 &#8211;&gt; 00:34:34,890<br \/>\nwere degrading their service levels for this helpline. Their CIO,<\/p>\n<p>505<br \/>\n00:34:34,890 &#8211;&gt; 00:34:37,610<br \/>\nif he was on, he would describe their on- premises<\/p>\n<p>506<br \/>\n00:34:37,610 &#8211;&gt; 00:34:43,700<br \/>\ncontact center system as unreliable, hard to scale, expensive to<\/p>\n<p>507<br \/>\n00:34:43,700 &#8211;&gt; 00:34:48,210<br \/>\nmaintain and add features, and on average, they suffered two<\/p>\n<p>508<br \/>\n00:34:48,210 &#8211;&gt; 00:34:52,140<br \/>\nto three outages a month. And you can see on<\/p>\n<p>509<br \/>\n00:34:52,140 &#8211;&gt; 00:34:56,300<br \/>\nthe slide, those each lasted anywhere from 15 minutes to<\/p>\n<p>510<br \/>\n00:34:56,300 &#8211;&gt; 00:34:59,900<br \/>\nfive hours, where during that time, they couldn&#8217;t even take<\/p>\n<p>511<br \/>\n00:34:59,960 &#8211;&gt; 00:35:03,870<br \/>\na critical call, which was totally unacceptable. So they went<\/p>\n<p>512<br \/>\n00:35:03,870 &#8211;&gt; 00:35:07,290<br \/>\nwith a cloud based platform, voice and digital channels, seeing<\/p>\n<p>513<br \/>\n00:35:07,300 &#8211;&gt; 00:35:11,850<br \/>\na theme here, and they integrated Genesys Cloud with their<\/p>\n<p>514<br \/>\n00:35:11,850 &#8211;&gt; 00:35:16,320<br \/>\nNetsmart Electronic Health system. They really appreciated the platform capabilities<\/p>\n<p>515<br \/>\n00:35:16,320 &#8211;&gt; 00:35:18,830<br \/>\nthat Genesys Cloud brought to the table as well, so<\/p>\n<p>516<br \/>\n00:35:18,830 &#8211;&gt; 00:35:22,360<br \/>\nthat they could leverage that existing system that was working<\/p>\n<p>517<br \/>\n00:35:22,360 &#8211;&gt; 00:35:26,020<br \/>\nreally well for them. So they also were looking, as<\/p>\n<p>518<br \/>\n00:35:26,020 &#8211;&gt; 00:35:29,460<br \/>\nan essential capability, for that cloud platform to be able<\/p>\n<p>519<br \/>\n00:35:29,460 &#8211;&gt; 00:35:34,410<br \/>\nto intercept and route calls for neighboring area codes automatically<\/p>\n<p>520<br \/>\n00:35:34,410 &#8211;&gt; 00:35:37,810<br \/>\nso that they could make best use of local knowledge<\/p>\n<p>521<br \/>\n00:35:37,810 &#8211;&gt; 00:35:43,760<br \/>\nand resources. Sheila, you mentioned that COVID- 19 catapulted telehealth<\/p>\n<p>522<br \/>\n00:35:43,760 &#8211;&gt; 00:35:47,560<br \/>\nforward by decades in a few months. After they did<\/p>\n<p>523<br \/>\n00:35:47,560 &#8211;&gt; 00:35:52,000<br \/>\nthat, they then integrated with Microsoft Teams so that they<\/p>\n<p>524<br \/>\n00:35:52,000 &#8211;&gt; 00:35:55,180<br \/>\ncould make it even easier for case managers that weren&#8217;t<\/p>\n<p>525<br \/>\n00:35:55,180 &#8211;&gt; 00:36:00,860<br \/>\nregular contact center agents to also be able to conduct<\/p>\n<p>526<br \/>\n00:36:01,040 &#8211;&gt; 00:36:05,770<br \/>\ntelehealth video calls with clients and collaborate effectively with other<\/p>\n<p>527<br \/>\n00:36:05,770 &#8211;&gt; 00:36:09,220<br \/>\nagents. So we don&#8217;t see a ton of people doing<\/p>\n<p>528<br \/>\n00:36:09,220 &#8211;&gt; 00:36:12,380<br \/>\nthis yet, but we are hearing Microsoft Teams integration on<\/p>\n<p>529<br \/>\n00:36:12,380 &#8211;&gt; 00:36:15,520<br \/>\na regular basis, on many buyers&#8216; minds. I think Integral<\/p>\n<p>530<br \/>\n00:36:15,520 &#8211;&gt; 00:36:18,940<br \/>\nCare is a great organization and a great example that<\/p>\n<p>531<br \/>\n00:36:18,950 &#8211;&gt; 00:36:22,930<br \/>\nhas forged ahead to integrate their UC and their contact<\/p>\n<p>532<br \/>\n00:36:22,930 &#8211;&gt; 00:36:29,820<br \/>\ncenter technologies really for the best of reasons. Excellent. Oops.<\/p>\n<p>533<br \/>\n00:36:31,210 &#8211;&gt; 00:36:34,540<br \/>\nTrying to move on&#8230; here we go. And I can<\/p>\n<p>534<br \/>\n00:36:34,540 &#8211;&gt; 00:36:40,620<br \/>\nbe heard this time? Yes, okay. Yes. I did it. So<\/p>\n<p>535<br \/>\n00:36:40,620 &#8211;&gt; 00:36:44,920<br \/>\nwe talked about artificial intelligence and what&#8217;s interesting is digital<\/p>\n<p>536<br \/>\n00:36:44,920 &#8211;&gt; 00:36:48,350<br \/>\nengagement keeps coming up, and really the two of them<\/p>\n<p>537<br \/>\n00:36:48,350 &#8211;&gt; 00:36:54,440<br \/>\nare very tightly integrated, because artificial intelligence is really what<\/p>\n<p>538<br \/>\n00:36:54,440 &#8211;&gt; 00:36:58,540<br \/>\nhelps optimize for digital- first. If you look at all<\/p>\n<p>539<br \/>\n00:36:58,540 &#8211;&gt; 00:37:04,310<br \/>\nof these technologies that are here; automatic speech recognition, natural<\/p>\n<p>540<br \/>\n00:37:04,310 &#8211;&gt; 00:37:09,370<br \/>\nlanguage processing, these are all backed up with artificial intelligence<\/p>\n<p>541<br \/>\n00:37:09,420 &#8211;&gt; 00:37:15,780<br \/>\nand machine learning. But things like transcription and translation and<\/p>\n<p>542<br \/>\n00:37:15,780 &#8211;&gt; 00:37:21,020<br \/>\nautomatic topic categorization, these are the exciting things that are<\/p>\n<p>543<br \/>\n00:37:21,020 &#8211;&gt; 00:37:26,040<br \/>\nrelatively new to artificial intelligence, but really help bring digital<\/p>\n<p>544<br \/>\n00:37:26,620 &#8211;&gt; 00:37:33,600<br \/>\nto a much higher level. Transcription means that, that interaction<\/p>\n<p>545<br \/>\n00:37:33,600 &#8211;&gt; 00:37:38,600<br \/>\nthat a customer had with a natural language bot can<\/p>\n<p>546<br \/>\n00:37:38,600 &#8211;&gt; 00:37:41,440<br \/>\nbe transcribed and sent to the agent, and the highlights<\/p>\n<p>547<br \/>\n00:37:41,440 &#8211;&gt; 00:37:44,800<br \/>\nof that highlighted so the agent doesn&#8217;t have to read<\/p>\n<p>548<br \/>\n00:37:44,800 &#8211;&gt; 00:37:47,190<br \/>\nevery single thing that was said to the bot, but<\/p>\n<p>549<br \/>\n00:37:47,190 &#8211;&gt; 00:37:51,940<br \/>\ncan just understand really quickly what the intent of this<\/p>\n<p>550<br \/>\n00:37:51,940 &#8211;&gt; 00:37:57,700<br \/>\nparticular call is. Or if a customer picks up the<\/p>\n<p>551<br \/>\n00:37:57,700 &#8211;&gt; 00:38:02,180<br \/>\nphone and speaks to an intelligent virtual agent, and just<\/p>\n<p>552<br \/>\n00:38:02,180 &#8211;&gt; 00:38:07,660<br \/>\nspeaks very freely, the system can automatically categorize what that<\/p>\n<p>553<br \/>\n00:38:07,660 &#8211;&gt; 00:38:10,580<br \/>\ntopic is that the customer wants to talk to and<\/p>\n<p>554<br \/>\n00:38:10,580 &#8211;&gt; 00:38:15,040<br \/>\nsend that to the appropriate resource. So what&#8217;s exciting is<\/p>\n<p>555<br \/>\n00:38:15,040 &#8211;&gt; 00:38:18,110<br \/>\ndigital- first coming at the same time as artificial intelligence,<\/p>\n<p>556<br \/>\n00:38:18,280 &#8211;&gt; 00:38:21,710<br \/>\nbecause one aids the other, one makes the other better<\/p>\n<p>557<br \/>\n00:38:22,100 &#8211;&gt; 00:38:26,510<br \/>\nand again, Janelle&#8217;s got a great case study back to<\/p>\n<p>558<br \/>\n00:38:26,510 &#8211;&gt; 00:38:29,200<br \/>\nthe unemployment case that I was talking about earlier. Go<\/p>\n<p>559<br \/>\n00:38:29,200 &#8211;&gt; 00:38:35,480<br \/>\nahead. Yeah, I read recently that in a CMSWire article,<\/p>\n<p>560<br \/>\n00:38:35,500 &#8211;&gt; 00:38:41,640<br \/>\n72% of interactions will involve chat bots by 2022. We&#8217;ll<\/p>\n<p>561<br \/>\n00:38:41,640 &#8211;&gt; 00:38:43,860<br \/>\nsee, but even if it doesn&#8217;t hit that high, I<\/p>\n<p>562<br \/>\n00:38:43,860 &#8211;&gt; 00:38:47,600<br \/>\nthink, Sheila, your point is well taken, that digital and<\/p>\n<p>563<br \/>\n00:38:47,600 &#8211;&gt; 00:38:51,900<br \/>\nAI go hand- in- hand and that it&#8217;s definitely on<\/p>\n<p>564<br \/>\n00:38:51,900 &#8211;&gt; 00:38:56,840<br \/>\nthe rise. And even to your point earlier that Mayor<\/p>\n<p>565<br \/>\n00:38:57,120 &#8211;&gt; 00:39:00,970<br \/>\nGarcetti signed that executive order to make all city services<\/p>\n<p>566<br \/>\n00:39:01,180 &#8211;&gt; 00:39:04,500<br \/>\ncontactless and digital, so at Genesys we saw an increase<\/p>\n<p>567<br \/>\n00:39:04,500 &#8211;&gt; 00:39:08,240<br \/>\nin the adoption of cloud AI and automation in government<\/p>\n<p>568<br \/>\n00:39:08,550 &#8211;&gt; 00:39:10,930<br \/>\nlast year as well, and we expect to continue to<\/p>\n<p>569<br \/>\n00:39:11,370 &#8211;&gt; 00:39:15,640<br \/>\nsee that in 2021. So this is an example of<\/p>\n<p>570<br \/>\n00:39:15,640 &#8211;&gt; 00:39:19,410<br \/>\nthat, I&#8217;ll leave it semi anonymous to which state it<\/p>\n<p>571<br \/>\n00:39:19,410 &#8211;&gt; 00:39:24,990<br \/>\nwas exactly, but while some businesses like Company Nurse thrived<\/p>\n<p>572<br \/>\n00:39:25,210 &#8211;&gt; 00:39:29,170<br \/>\nlast year, Sheila pointed out many that didn&#8217;t survive. And<\/p>\n<p>573<br \/>\n00:39:29,170 &#8211;&gt; 00:39:34,500<br \/>\ndue to COVID- 19, this particular state&#8217;s unemployment agency saw<\/p>\n<p>574<br \/>\n00:39:34,550 &#8211;&gt; 00:39:39,100<br \/>\na gigantic spike in unemployment just in one month around<\/p>\n<p>575<br \/>\n00:39:39,150 &#8211;&gt; 00:39:43,990<br \/>\nthe February, March timeframe. To put that in perspective, they<\/p>\n<p>576<br \/>\n00:39:43,990 &#8211;&gt; 00:39:49,840<br \/>\nreceived 20 months of unemployment claims in just a single<\/p>\n<p>577<br \/>\n00:39:49,840 &#8211;&gt; 00:39:55,350<br \/>\nmonth when the pandemic hit, and their existing 25 year<\/p>\n<p>578<br \/>\n00:39:55,350 &#8211;&gt; 00:40:01,860<br \/>\nold IVR technology didn&#8217;t scale and they were abandoning, at<\/p>\n<p>579<br \/>\n00:40:01,860 &#8211;&gt; 00:40:05,760<br \/>\none point, 2,000, 000 calls per day. And I think<\/p>\n<p>580<br \/>\n00:40:05,760 &#8211;&gt; 00:40:09,360<br \/>\nof being that person that was trying to call in<\/p>\n<p>581<br \/>\n00:40:10,170 &#8211;&gt; 00:40:12,750<br \/>\nand being one of those 2, 000,000, how frustrating that<\/p>\n<p>582<br \/>\n00:40:12,750 &#8211;&gt; 00:40:16,220<br \/>\nwould be. So they threw people at the problem and<\/p>\n<p>583<br \/>\n00:40:16,220 &#8211;&gt; 00:40:20,550<br \/>\neven with 1, 000 agents in their call center, they<\/p>\n<p>584<br \/>\n00:40:20,550 &#8211;&gt; 00:40:24,420<br \/>\nstill had to bring in help from state legislator, putting<\/p>\n<p>585<br \/>\n00:40:24,740 &#8211;&gt; 00:40:27,460<br \/>\nmore employees on the phone and while their citizens were<\/p>\n<p>586<br \/>\n00:40:27,460 &#8211;&gt; 00:40:30,160<br \/>\nin a crisis because they lost their job, the agency<\/p>\n<p>587<br \/>\n00:40:30,530 &#8211;&gt; 00:40:32,990<br \/>\nwas also in a crisis and they needed help. So<\/p>\n<p>588<br \/>\n00:40:33,040 &#8211;&gt; 00:40:36,980<br \/>\nthey reached out to many providers for quotes for services,<\/p>\n<p>589<br \/>\n00:40:37,500 &#8211;&gt; 00:40:40,300<br \/>\nand they needed a trusted advisor to help them throughout.<\/p>\n<p>590<br \/>\n00:40:40,370 &#8211;&gt; 00:40:44,650<br \/>\nOn their list of essential capabilities, it was pretty straightforward;<\/p>\n<p>591<br \/>\n00:40:44,870 &#8211;&gt; 00:40:49,470<br \/>\ncloud automation, fast. And so, in the solution here, the<\/p>\n<p>592<br \/>\n00:40:49,470 &#8211;&gt; 00:40:53,100<br \/>\nagency took advantage of our rapid response program we launched<\/p>\n<p>593<br \/>\n00:40:53,100 &#8211;&gt; 00:40:56,440<br \/>\nlast year to serve our customers, and they quickly stood<\/p>\n<p>594<br \/>\n00:40:56,440 &#8211;&gt; 00:40:59,770<br \/>\nup Genesys Cloud IVR for their voice calls. Part of<\/p>\n<p>595<br \/>\n00:40:59,770 &#8211;&gt; 00:41:04,030<br \/>\nthat program was with our prebuilt integration to Google Dialog<\/p>\n<p>596<br \/>\n00:41:04,030 &#8211;&gt; 00:41:07,900<br \/>\nFlow, one of our very strategic partners for that virtual<\/p>\n<p>597<br \/>\n00:41:07,900 &#8211;&gt; 00:41:11,920<br \/>\nagent capabilities for both calls and chat on the website.<\/p>\n<p>598<br \/>\n00:41:12,430 &#8211;&gt; 00:41:15,020<br \/>\nThey were up and running in about two weeks with<\/p>\n<p>599<br \/>\n00:41:15,020 &#8211;&gt; 00:41:19,990<br \/>\na full solution, saw a 350% increase in connected calls<\/p>\n<p>600<br \/>\n00:41:20,560 &#8211;&gt; 00:41:24,130<br \/>\nand what that translates to is like a typical February<\/p>\n<p>601<br \/>\n00:41:24,180 &#8211;&gt; 00:41:27,320<br \/>\nfor this agency would see 70 claims, they processed that<\/p>\n<p>602<br \/>\n00:41:27,320 &#8211;&gt; 00:41:30,650<br \/>\nsame number in a single day in March. So to<\/p>\n<p>603<br \/>\n00:41:30,650 &#8211;&gt; 00:41:33,920<br \/>\nme, this is just a super powerful story of the<\/p>\n<p>604<br \/>\n00:41:34,260 &#8211;&gt; 00:41:38,300<br \/>\npower of a cloud platform and being able to integrate<\/p>\n<p>605<br \/>\n00:41:38,300 &#8211;&gt; 00:41:45,170<br \/>\nwith other strategic partners out there. Just a moment. I&#8217;m live.<\/p>\n<p>606<br \/>\n00:41:45,530 &#8211;&gt; 00:41:51,030<br \/>\nPlatform capabilities, so this is a buyer&#8217;s guide for 2021.<\/p>\n<p>607<br \/>\n00:41:51,030 &#8211;&gt; 00:41:56,370<br \/>\nPerhaps in 2020, you wouldn&#8217;t have been thinking that having<\/p>\n<p>608<br \/>\n00:41:56,760 &#8211;&gt; 00:42:02,620<br \/>\nan orchestration tool, having the ability to perhaps just use<\/p>\n<p>609<br \/>\n00:42:02,750 &#8211;&gt; 00:42:08,260<br \/>\nparts of a solution like Genesys Cloud in your contact<\/p>\n<p>610<br \/>\n00:42:08,260 &#8211;&gt; 00:42:11,570<br \/>\ncenter, it might never occur to you, but suddenly in<\/p>\n<p>611<br \/>\n00:42:11,580 &#8211;&gt; 00:42:15,650<br \/>\n2021 it does occur to you. You have tens of<\/p>\n<p>612<br \/>\n00:42:15,650 &#8211;&gt; 00:42:18,490<br \/>\nthousands of agents and you want to add a capability<\/p>\n<p>613<br \/>\n00:42:18,740 &#8211;&gt; 00:42:21,530<br \/>\nlike the one that Janelle just talked about for the unemployment<\/p>\n<p>614<br \/>\n00:42:21,530 &#8211;&gt; 00:42:24,820<br \/>\noffice. It doesn&#8217;t always mean you have to change everything,<\/p>\n<p>615<br \/>\n00:42:25,280 &#8211;&gt; 00:42:27,190<br \/>\nit doesn&#8217;t mean you have to change all the voice<\/p>\n<p>616<br \/>\n00:42:27,190 &#8211;&gt; 00:42:30,070<br \/>\ncapabilities that you have and that you&#8217;ve built. But with<\/p>\n<p>617<br \/>\n00:42:30,070 &#8211;&gt; 00:42:35,310<br \/>\nplatform capabilities and the ability to add those great AI<\/p>\n<p>618<br \/>\n00:42:35,630 &#8211;&gt; 00:42:39,920<br \/>\ncapabilities from the cloud to your existing platform, that&#8217;s when<\/p>\n<p>619<br \/>\n00:42:39,920 &#8211;&gt; 00:42:42,900<br \/>\nit becomes important to understand, &#8220; What can platform do for<\/p>\n<p>620<br \/>\n00:42:42,900 &#8211;&gt; 00:42:46,410<br \/>\nme? In that period between now and maybe two or<\/p>\n<p>621<br \/>\n00:42:46,410 &#8211;&gt; 00:42:49,810<br \/>\nthree or five years when I move off the premises<\/p>\n<p>622<br \/>\n00:42:49,810 &#8211;&gt; 00:42:53,640<br \/>\nsolution that I have, how can I start taking advantage<\/p>\n<p>623<br \/>\n00:42:53,890 &#8211;&gt; 00:42:57,200<br \/>\nof the cloud?&#8220; And I think platform capabilities are key<\/p>\n<p>624<br \/>\n00:42:57,200 &#8211;&gt; 00:43:02,610<br \/>\nto that, because even without changing your entire operation, you<\/p>\n<p>625<br \/>\n00:43:02,610 &#8211;&gt; 00:43:06,020<br \/>\ncan get some of those benefits of faster time to<\/p>\n<p>626<br \/>\n00:43:06,020 &#8211;&gt; 00:43:10,870<br \/>\nmarket, like the unemployment office did. Increased iteration time, being<\/p>\n<p>627<br \/>\n00:43:10,870 &#8211;&gt; 00:43:16,710<br \/>\nable to change things more quickly and increased stakeholder engagement<\/p>\n<p>628<br \/>\n00:43:16,710 &#8211;&gt; 00:43:20,330<br \/>\nand satisfaction because they can make some of the changes<\/p>\n<p>629<br \/>\n00:43:20,330 &#8211;&gt; 00:43:22,810<br \/>\nthat need to be made without having to go to<\/p>\n<p>630<br \/>\n00:43:22,810 &#8211;&gt; 00:43:26,540<br \/>\nIT necessarily every time. So you may not have been<\/p>\n<p>631<br \/>\n00:43:26,540 &#8211;&gt; 00:43:28,770<br \/>\nthinking about it a year ago, but as you speak<\/p>\n<p>632<br \/>\n00:43:28,830 &#8211;&gt; 00:43:32,150<br \/>\nto the vendors that you&#8217;re thinking about as you take<\/p>\n<p>633<br \/>\n00:43:32,150 &#8211;&gt; 00:43:37,310<br \/>\nthe next steps in your contact center solution journey, make<\/p>\n<p>634<br \/>\n00:43:37,310 &#8211;&gt; 00:43:39,110<br \/>\nsure that this is on that list of things that<\/p>\n<p>635<br \/>\n00:43:39,110 &#8211;&gt; 00:43:46,350<br \/>\nyou&#8217;re looking for and at. So what are legacy call<\/p>\n<p>636<br \/>\n00:43:46,350 &#8211;&gt; 00:43:52,650<br \/>\ncenters not delivering right now? Integrated digital channels, how often<\/p>\n<p>637<br \/>\n00:43:52,650 &#8211;&gt; 00:43:56,000<br \/>\ndo I see a contact center that has perhaps a<\/p>\n<p>638<br \/>\n00:43:56,000 &#8211;&gt; 00:44:00,020<br \/>\ngreat voice contact center, but they&#8217;ve used a different vendor<\/p>\n<p>639<br \/>\n00:44:00,020 &#8211;&gt; 00:44:04,100<br \/>\nfor email and maybe a different vendor for chat, and<\/p>\n<p>640<br \/>\n00:44:04,100 &#8211;&gt; 00:44:06,720<br \/>\nnone of that is integrated. And that agent who&#8217;s on<\/p>\n<p>641<br \/>\n00:44:06,730 &#8211;&gt; 00:44:11,040<br \/>\nthe voice contact center gets no data necessarily from those<\/p>\n<p>642<br \/>\n00:44:11,040 &#8211;&gt; 00:44:15,360<br \/>\ndigital engagements, so it&#8217;s almost impossible for that agent to<\/p>\n<p>643<br \/>\n00:44:15,360 &#8211;&gt; 00:44:20,740<br \/>\nhave context. Robust support from remote and mobile workforce, and<\/p>\n<p>644<br \/>\n00:44:20,740 &#8211;&gt; 00:44:23,960<br \/>\nthat means both for the contact center solution as well<\/p>\n<p>645<br \/>\n00:44:23,960 &#8211;&gt; 00:44:28,890<br \/>\nas for the workforce engagement management applications. That seamless front<\/p>\n<p>646<br \/>\n00:44:28,890 &#8211;&gt; 00:44:32,510<br \/>\noffice, back office communications. As we talked about, it doesn&#8217;t<\/p>\n<p>647<br \/>\n00:44:32,510 &#8211;&gt; 00:44:35,360<br \/>\nhave to be one solution as long as there is<\/p>\n<p>648<br \/>\n00:44:35,360 &#8211;&gt; 00:44:38,840<br \/>\na tight integration between the two, like Genesys is doing<\/p>\n<p>649<br \/>\n00:44:38,840 &#8211;&gt; 00:44:43,700<br \/>\nwith Microsoft Teams. Legacy call centers, it&#8217;s difficult for them<\/p>\n<p>650<br \/>\n00:44:43,700 &#8211;&gt; 00:44:47,730<br \/>\nto use artificial intelligence and to help you have that<\/p>\n<p>651<br \/>\n00:44:47,730 &#8211;&gt; 00:44:51,480<br \/>\ninnovation, and so it makes hard to have that agility to<\/p>\n<p>652<br \/>\n00:44:51,480 &#8211;&gt; 00:44:56,380<br \/>\nmake changes quickly based on business needs. I mean those<\/p>\n<p>653<br \/>\n00:44:56,380 &#8211;&gt; 00:45:01,160<br \/>\nof us who worked at legacy contact centers know, typically they&#8217;re told, &#8220; Maybe next<\/p>\n<p>654<br \/>\n00:45:01,160 &#8211;&gt; 00:45:06,160<br \/>\nyear, maybe.&#8220; And we&#8217;re in a world where we need<\/p>\n<p>655<br \/>\n00:45:06,160 &#8211;&gt; 00:45:11,460<br \/>\nthat by next week, &#8220; Maybe next year,&#8220; doesn&#8217;t work anymore. So<\/p>\n<p>656<br \/>\n00:45:11,460 &#8211;&gt; 00:45:15,420<br \/>\nwe&#8217;re going to go to our final poll question. Among the areas<\/p>\n<p>657<br \/>\n00:45:15,680 &#8211;&gt; 00:45:20,340<br \/>\nthat we discussed today, what is your top priority for<\/p>\n<p>658<br \/>\n00:45:20,340 &#8211;&gt; 00:45:27,130<br \/>\ncustomer experience technology investment in 2021? Is it digital engagement,<\/p>\n<p>659<br \/>\n00:45:27,480 &#8211;&gt; 00:45:30,960<br \/>\nexpanding the number of channels that you have, integrating it<\/p>\n<p>660<br \/>\n00:45:31,270 &#8211;&gt; 00:45:34,870<br \/>\nmore closely to the voice channel? Is it workforce engagement,<\/p>\n<p>661<br \/>\n00:45:35,950 &#8211;&gt; 00:45:42,650<br \/>\nintegrated collaboration and contact center technology, or artificial intelligence and<\/p>\n<p>662<br \/>\n00:45:42,650 &#8211;&gt; 00:45:50,220<br \/>\nautomation? All good choices. Hold on. Again, I think it<\/p>\n<p>663<br \/>\n00:45:50,220 &#8211;&gt; 00:45:54,970<br \/>\ndepends on where our audience is at, because digital engagement<\/p>\n<p>664<br \/>\n00:45:54,970 &#8211;&gt; 00:45:58,090<br \/>\nand AI go hand- in- hand. Some might already be<\/p>\n<p>665<br \/>\n00:45:58,190 &#8211;&gt; 00:46:03,820<br \/>\nusing it, some might be evolving to more channels. I<\/p>\n<p>666<br \/>\n00:46:03,820 &#8211;&gt; 00:46:08,500<br \/>\nalso read a study where, I think, by 2022 the<\/p>\n<p>667<br \/>\n00:46:08,500 &#8211;&gt; 00:46:11,530<br \/>\nuse of workforce engagement in the cloud will be at<\/p>\n<p>668<br \/>\n00:46:11,890 &#8211;&gt; 00:46:16,210<br \/>\n94% so maybe it&#8217;s on- premise, by working the cloud.<\/p>\n<p>669<br \/>\n00:46:16,460 &#8211;&gt; 00:46:20,720<br \/>\nI also have seen a pivot where many companies are<\/p>\n<p>670<br \/>\n00:46:20,720 &#8211;&gt; 00:46:25,960<br \/>\nusing workforce optimization, where it&#8217;s very focused on operational efficiency,<\/p>\n<p>671<br \/>\n00:46:26,290 &#8211;&gt; 00:46:29,750<br \/>\nand to your point earlier with the gamification example, really<\/p>\n<p>672<br \/>\n00:46:29,750 &#8211;&gt; 00:46:33,020<br \/>\nshifting more towards that focus with the employee, especially in<\/p>\n<p>673<br \/>\n00:46:33,020 &#8211;&gt; 00:46:37,010<br \/>\nthis virtual world of workforce engagement, so I&#8217;m intrigued to<\/p>\n<p>674<br \/>\n00:46:37,010 &#8211;&gt; 00:46:38,430<br \/>\nsee where we&#8217;re going to be at. What do you<\/p>\n<p>675<br \/>\n00:46:38,430 &#8211;&gt; 00:46:43,970<br \/>\nthink, Sheila? I think digital, I mean I think that&#8217;s<\/p>\n<p>676<br \/>\n00:46:43,970 &#8211;&gt; 00:46:47,960<br \/>\nthe pressing need for a lot of businesses, that they<\/p>\n<p>677<br \/>\n00:46:48,000 &#8211;&gt; 00:46:50,110<br \/>\nmay not have been doing that as well as they&#8217;d<\/p>\n<p>678<br \/>\n00:46:50,110 &#8211;&gt; 00:46:58,720<br \/>\nlike, but we will see. It&#8217;s time. Aha! You were<\/p>\n<p>679<br \/>\n00:46:58,720 &#8211;&gt; 00:47:05,020<br \/>\nright. Interesting. Well, I wanted you to say it. Well,<\/p>\n<p>680<br \/>\n00:47:05,020 &#8211;&gt; 00:47:10,400<br \/>\nlook at the tie between integrated collaboration and AI actually,<\/p>\n<p>681<br \/>\n00:47:10,400 &#8211;&gt; 00:47:15,600<br \/>\nthat&#8217;s interesting. Right, because they&#8217;re so different, right? Yeah. They&#8217;re<\/p>\n<p>682<br \/>\n00:47:15,600 &#8211;&gt; 00:47:18,980<br \/>\nvery different. One is probably more contact center focused, the<\/p>\n<p>683<br \/>\n00:47:18,980 &#8211;&gt; 00:47:22,410<br \/>\nAI, and the other is more enterprise focused, but it<\/p>\n<p>684<br \/>\n00:47:22,410 &#8211;&gt; 00:47:24,780<br \/>\ncomes back to what you said about sales, service and<\/p>\n<p>685<br \/>\n00:47:24,780 &#8211;&gt; 00:47:27,950<br \/>\nmarketing. We&#8217;re not going to get there without the integrated<\/p>\n<p>686<br \/>\n00:47:27,950 &#8211;&gt; 00:47:33,110<br \/>\ncollaboration, I think, so excellent. It&#8217;s always interesting to learn<\/p>\n<p>687<br \/>\n00:47:33,110 &#8211;&gt; 00:47:38,350<br \/>\nsomething about how people are thinking, that&#8217;s why the poll, this is not<\/p>\n<p>688<br \/>\n00:47:38,350 &#8211;&gt; 00:47:39,990<br \/>\nfor us as it is for them, but you get<\/p>\n<p>689<br \/>\n00:47:39,990 &#8211;&gt; 00:47:41,830<br \/>\nto see what your peers are thinking as well. So<\/p>\n<p>690<br \/>\n00:47:41,830 &#8211;&gt; 00:47:46,760<br \/>\nI am now going to move it to you to<\/p>\n<p>691<br \/>\n00:47:46,760 &#8211;&gt; 00:47:51,120<br \/>\nfinish up on the Genesys vision. Fabulous. Well, we highlighted<\/p>\n<p>692<br \/>\n00:47:51,120 &#8211;&gt; 00:47:54,800<br \/>\nthese essential capabilities that we just reviewed in the poll.<\/p>\n<p>693<br \/>\n00:47:54,800 &#8211;&gt; 00:47:59,830<br \/>\nTop of line, digital engagement, integrated UC and CC, artificial<\/p>\n<p>694<br \/>\n00:47:59,830 &#8211;&gt; 00:48:05,360<br \/>\nintelligence, workforce engagement. As you evaluate providers for these essential<\/p>\n<p>695<br \/>\n00:48:05,360 &#8211;&gt; 00:48:09,440<br \/>\ncapabilities, you need to ultimately improve customer experience. Let me<\/p>\n<p>696<br \/>\n00:48:09,440 &#8211;&gt; 00:48:12,500<br \/>\njust leave you with this final point that relates to<\/p>\n<p>697<br \/>\n00:48:12,500 &#8211;&gt; 00:48:16,960<br \/>\nour vision for our customers. When it comes to customer<\/p>\n<p>698<br \/>\n00:48:16,960 &#8211;&gt; 00:48:22,200<br \/>\nexperience, of course your customers want their issues resolved quickly and<\/p>\n<p>699<br \/>\n00:48:22,200 &#8211;&gt; 00:48:26,750<br \/>\ncorrectly, and we know that efficiency and effectiveness, they&#8217;re always<\/p>\n<p>700<br \/>\n00:48:26,750 &#8211;&gt; 00:48:29,420<br \/>\ngoing to be important for your contact centers to be<\/p>\n<p>701<br \/>\n00:48:29,420 &#8211;&gt; 00:48:31,790<br \/>\nable to support and for your company to be able<\/p>\n<p>702<br \/>\n00:48:31,790 &#8211;&gt; 00:48:36,080<br \/>\nto support. But don&#8217;t forget that your customers along the<\/p>\n<p>703<br \/>\n00:48:36,390 &#8211;&gt; 00:48:40,250<br \/>\nway, especially now more than ever, want to be treated<\/p>\n<p>704<br \/>\n00:48:40,250 &#8211;&gt; 00:48:43,180<br \/>\nwith empathy, or in other words to be to heard<\/p>\n<p>705<br \/>\n00:48:43,180 &#8211;&gt; 00:48:47,540<br \/>\nand understood. So experience as a service is the Genesys<\/p>\n<p>706<br \/>\n00:48:47,540 &#8211;&gt; 00:48:51,520<br \/>\nvision that helps you put empathy at the center of<\/p>\n<p>707<br \/>\n00:48:51,520 &#8211;&gt; 00:48:56,570<br \/>\neach experience. It&#8217;s the key ingredient, along with efficiency and<\/p>\n<p>708<br \/>\n00:48:56,570 &#8211;&gt; 00:49:01,880<br \/>\neffectiveness, that helps foster trust with your customers to ultimately<\/p>\n<p>709<br \/>\n00:49:01,880 &#8211;&gt; 00:49:06,210<br \/>\ndrive loyalty. So here at Genesys, we&#8217;re making experience as<\/p>\n<p>710<br \/>\n00:49:06,210 &#8211;&gt; 00:49:09,810<br \/>\na service a reality by helping you use the right<\/p>\n<p>711<br \/>\n00:49:09,810 &#8211;&gt; 00:49:13,430<br \/>\ncombination of technology so that you can truly personalize those<\/p>\n<p>712<br \/>\n00:49:13,430 &#8211;&gt; 00:49:17,980<br \/>\nexperiences at scale. And that right combo of tech, it<\/p>\n<p>713<br \/>\n00:49:17,980 &#8211;&gt; 00:49:22,520<br \/>\nstarts with data from any system or any engagement, including<\/p>\n<p>714<br \/>\n00:49:22,520 &#8211;&gt; 00:49:25,410<br \/>\nthe one going on in the moment. Then, with the<\/p>\n<p>715<br \/>\n00:49:25,410 &#8211;&gt; 00:49:30,060<br \/>\npower of cloud and by applying AI, you can process<\/p>\n<p>716<br \/>\n00:49:30,060 &#8211;&gt; 00:49:33,730<br \/>\nthis data in real- time, you can decipher the customer&#8217;s<\/p>\n<p>717<br \/>\n00:49:33,730 &#8211;&gt; 00:49:36,270<br \/>\nintent and predict how and when to interact with them<\/p>\n<p>718<br \/>\n00:49:36,270 &#8211;&gt; 00:49:39,870<br \/>\nfurther and with this understanding of your customers, you can<\/p>\n<p>719<br \/>\n00:49:39,870 &#8211;&gt; 00:49:43,950<br \/>\nquickly then provide that relevant and personalized experience with those<\/p>\n<p>720<br \/>\n00:49:43,950 &#8211;&gt; 00:49:48,260<br \/>\nengagement tools like in the Ethiopia example that spans marketing,<\/p>\n<p>721<br \/>\n00:49:48,260 &#8211;&gt; 00:49:52,840<br \/>\nsales and services. So ultimately, your customers will feel like<\/p>\n<p>722<br \/>\n00:49:52,840 &#8211;&gt; 00:49:55,980<br \/>\nthey&#8217;re a priority to you, they&#8217;ll feel cared for as<\/p>\n<p>723<br \/>\n00:49:55,980 &#8211;&gt; 00:50:00,970<br \/>\nindividuals, sometimes that literally is a life or death situation,<\/p>\n<p>724<br \/>\n00:50:01,040 &#8211;&gt; 00:50:04,400<br \/>\nand they feel uniquely understood. They won&#8217;t have to repeat<\/p>\n<p>725<br \/>\n00:50:04,400 &#8211;&gt; 00:50:08,580<br \/>\nthemselves, their issues will be resolved, sometimes even before they<\/p>\n<p>726<br \/>\n00:50:08,580 &#8211;&gt; 00:50:13,640<br \/>\nknow it, with compassion. So integrated data, AI, engagement tools<\/p>\n<p>727<br \/>\n00:50:13,640 &#8211;&gt; 00:50:17,620<br \/>\nwith that cloud interactive ability and choice really are at<\/p>\n<p>728<br \/>\n00:50:17,620 &#8211;&gt; 00:50:22,130<br \/>\nthe heart of the essential capabilities we see companies needing,<\/p>\n<p>729<br \/>\n00:50:22,480 &#8211;&gt; 00:50:24,960<br \/>\nnow and for the future. So with the trends that<\/p>\n<p>730<br \/>\n00:50:24,960 &#8211;&gt; 00:50:29,070<br \/>\nSheila shared, the customer examples that I highlighted, know that<\/p>\n<p>731<br \/>\n00:50:29,600 &#8211;&gt; 00:50:33,910<br \/>\nthis combination of tech that fuels this vision of experience<\/p>\n<p>732<br \/>\n00:50:33,950 &#8211;&gt; 00:50:36,950<br \/>\nas a service, is possible because the technologies we talked<\/p>\n<p>733<br \/>\n00:50:36,950 &#8211;&gt; 00:50:40,270<br \/>\nabout today are finally at that right level of maturity<\/p>\n<p>734<br \/>\n00:50:40,270 &#8211;&gt; 00:50:43,230<br \/>\nand within reach for any company. So with this vision,<\/p>\n<p>735<br \/>\n00:50:43,700 &#8211;&gt; 00:50:46,590<br \/>\nyou as a business can truly take a more customer-<\/p>\n<p>736<br \/>\n00:50:46,590 &#8211;&gt; 00:50:50,170<br \/>\ncentric approach with your business and with your engagement with<\/p>\n<p>737<br \/>\n00:50:50,290 &#8211;&gt; 00:50:55,020<br \/>\ncustomers. So with all that said, Josh, I think I&#8217;ll<\/p>\n<p>738<br \/>\n00:50:55,020 &#8211;&gt; 00:50:56,700<br \/>\nturn it over to you to see if there&#8217;s any<\/p>\n<p>739<br \/>\n00:50:57,020 &#8211;&gt; 00:51:02,130<br \/>\nquestions. Thanks, Janelle. So, just to get started, we do have<\/p>\n<p>740<br \/>\n00:51:02,130 &#8211;&gt; 00:51:03,960<br \/>\na few questions that have already come in, but as<\/p>\n<p>741<br \/>\n00:51:03,960 &#8211;&gt; 00:51:06,770<br \/>\na reminder to everybody in the audience, to participate in<\/p>\n<p>742<br \/>\n00:51:06,770 &#8211;&gt; 00:51:09,350<br \/>\ntoday&#8217;s Q&amp; A, just submit those into the Q&amp; A<\/p>\n<p>743<br \/>\n00:51:09,350 &#8211;&gt; 00:51:11,470<br \/>\nwindow below the slides and we&#8217;ll get to as many<\/p>\n<p>744<br \/>\n00:51:11,470 &#8211;&gt; 00:51:13,540<br \/>\nas we can with the little time that we have<\/p>\n<p>745<br \/>\n00:51:13,540 &#8211;&gt; 00:51:16,290<br \/>\nremaining today. As I mentioned before, though, there is a<\/p>\n<p>746<br \/>\n00:51:16,290 &#8211;&gt; 00:51:17,820<br \/>\nchance that we&#8217;re not going to be able to get to<\/p>\n<p>747<br \/>\n00:51:17,820 &#8211;&gt; 00:51:19,940<br \/>\nall of the questions today, so if we do not<\/p>\n<p>748<br \/>\n00:51:19,940 &#8211;&gt; 00:51:22,770<br \/>\nanswer your question aloud, what we&#8217;ll do is we&#8217;ll follow<\/p>\n<p>749<br \/>\n00:51:22,770 &#8211;&gt; 00:51:25,130<br \/>\nup with you via email within the next few business<\/p>\n<p>750<br \/>\n00:51:25,130 &#8211;&gt; 00:51:28,810<br \/>\ndays. To kick things off, as we do have a couple<\/p>\n<p>751<br \/>\n00:51:28,810 &#8211;&gt; 00:51:32,050<br \/>\nof live questions in here now, so I think this<\/p>\n<p>752<br \/>\n00:51:32,050 &#8211;&gt; 00:51:34,590<br \/>\nis going to be directed more towards you, Sheila. The<\/p>\n<p>753<br \/>\n00:51:34,590 &#8211;&gt; 00:51:38,070<br \/>\nfirst question is, &#8220; Is the change for digital a resource<\/p>\n<p>754<br \/>\n00:51:38,310 &#8211;&gt; 00:51:42,310<br \/>\nof COVID- 19 or more because of the younger demographics<\/p>\n<p>755<br \/>\n00:51:42,340 &#8211;&gt; 00:51:45,390<br \/>\nof customers like Gen Y and Gen Z using more<\/p>\n<p>756<br \/>\n00:51:45,390 &#8211;&gt; 00:51:49,980<br \/>\napps and SMS and chat?&#8220; One of the things that<\/p>\n<p>757<br \/>\n00:51:49,980 &#8211;&gt; 00:51:53,990<br \/>\nI&#8217;ve been talking about is that, what COVID has done<\/p>\n<p>758<br \/>\n00:51:53,990 &#8211;&gt; 00:51:59,980<br \/>\nis accelerate a need that was already there. I think<\/p>\n<p>759<br \/>\n00:52:01,020 &#8211;&gt; 00:52:05,900<br \/>\nwe weren&#8217;t, as an industry, providing the digital choices that<\/p>\n<p>760<br \/>\n00:52:05,900 &#8211;&gt; 00:52:10,170<br \/>\nconsumers wanted. There was a gap between what consumers wanted<\/p>\n<p>761<br \/>\n00:52:10,170 &#8211;&gt; 00:52:13,730<br \/>\nand what we were delivering, just like when I talked<\/p>\n<p>762<br \/>\n00:52:13,730 &#8211;&gt; 00:52:17,590<br \/>\nabout the retail apocalypse. There was a gap and so<\/p>\n<p>763<br \/>\n00:52:17,640 &#8211;&gt; 00:52:21,390<br \/>\nwhat COVID has done is highlight that gap, because to<\/p>\n<p>764<br \/>\n00:52:21,790 &#8211;&gt; 00:52:24,910<br \/>\nthe point of the questioner, the Gen Zs and the<\/p>\n<p>765<br \/>\n00:52:24,910 &#8211;&gt; 00:52:28,430<br \/>\nMillennials were looking for these choices, we just weren&#8217;t delivering<\/p>\n<p>766<br \/>\n00:52:28,430 &#8211;&gt; 00:52:32,500<br \/>\nthem. Now, everybody is looking for them, everybody&#8217;s a Gen<\/p>\n<p>767<br \/>\n00:52:32,500 &#8211;&gt; 00:52:37,710<br \/>\nZ. Even my 93 year old father- in- law has<\/p>\n<p>768<br \/>\n00:52:37,710 &#8211;&gt; 00:52:40,460<br \/>\nsuddenly had to become a Gen Z, because the only<\/p>\n<p>769<br \/>\n00:52:40,460 &#8211;&gt; 00:52:42,770<br \/>\nto make his appointment for a vaccine was to do<\/p>\n<p>770<br \/>\n00:52:42,770 &#8211;&gt; 00:52:46,130<br \/>\nit online. So I think what it&#8217;s done is accelerate,<\/p>\n<p>771<br \/>\n00:52:46,380 &#8211;&gt; 00:52:50,030<br \/>\nand it&#8217;s really two trends coming together and reinforcing one<\/p>\n<p>772<br \/>\n00:52:50,030 &#8211;&gt; 00:52:57,950<br \/>\nanother. Then as a follow up, this individual asks, &#8220; Do<\/p>\n<p>773<br \/>\n00:52:57,950 &#8211;&gt; 00:53:01,840<br \/>\nyou see CX as a separate function from CCaaS, or<\/p>\n<p>774<br \/>\n00:53:01,840 &#8211;&gt; 00:53:07,330<br \/>\nan integral part of the platform?&#8220; Interesting, I saw that<\/p>\n<p>775<br \/>\n00:53:07,330 &#8211;&gt; 00:53:10,340<br \/>\nquestion and I was thinking about it. CCaaS is a<\/p>\n<p>776<br \/>\n00:53:10,340 &#8211;&gt; 00:53:17,640<br \/>\ntechnology. It&#8217;s very specific, it&#8217;s something you buy. Customer experience,<\/p>\n<p>777<br \/>\n00:53:17,790 &#8211;&gt; 00:53:21,780<br \/>\nto me, is a strategy. It&#8217;s, &#8220; What is our strategy<\/p>\n<p>778<br \/>\n00:53:22,030 &#8211;&gt; 00:53:27,330<br \/>\nto deliver to our customers an overall experience that keeps<\/p>\n<p>779<br \/>\n00:53:27,330 &#8211;&gt; 00:53:30,870<br \/>\nthem with us?&#8220; So I see them as quite separate.<\/p>\n<p>780<br \/>\n00:53:31,100 &#8211;&gt; 00:53:34,770<br \/>\nThe other thing is, for me, customer experience includes more<\/p>\n<p>781<br \/>\n00:53:34,770 &#8211;&gt; 00:53:40,840<br \/>\ntechnologies than just CCaaS, it includes customer relationship management, it<\/p>\n<p>782<br \/>\n00:53:40,840 &#8211;&gt; 00:53:45,990<br \/>\nincludes workforce engagement management, so to me, CCaaS is a<\/p>\n<p>783<br \/>\n00:53:45,990 &#8211;&gt; 00:53:49,090<br \/>\nmuch broader term, but it&#8217;s also, to me, more of<\/p>\n<p>784<br \/>\n00:53:49,090 &#8211;&gt; 00:53:52,790<br \/>\na, &#8220; What is the company CCaaS strategy? Not who is<\/p>\n<p>785<br \/>\n00:53:52,790 &#8211;&gt; 00:53:56,750<br \/>\ntheir vendor.&#8220; Can I just add to that? Improving customer<\/p>\n<p>786<br \/>\n00:53:56,750 &#8211;&gt; 00:54:00,060<br \/>\nexperience is a business outcome, I mean you could Google<\/p>\n<p>787<br \/>\n00:54:00,820 &#8211;&gt; 00:54:03,640<br \/>\ntons of different studies out there that show the impact<\/p>\n<p>788<br \/>\n00:54:03,640 &#8211;&gt; 00:54:07,760<br \/>\nto a company&#8217;s bottom line when you focus on improving<\/p>\n<p>789<br \/>\n00:54:08,130 &#8211;&gt; 00:54:11,280<br \/>\ncustomer experience. And to Sheila&#8217;s point, too, I totally agree<\/p>\n<p>790<br \/>\n00:54:11,280 &#8211;&gt; 00:54:16,120<br \/>\nto that, but CCaaS technology is part of that strategy<\/p>\n<p>791<br \/>\n00:54:16,120 &#8211;&gt; 00:54:23,530<br \/>\nto direct towards that outcome. Awesome. Thanks, guys. I&#8217;ll direct<\/p>\n<p>792<br \/>\n00:54:23,530 &#8211;&gt; 00:54:26,670<br \/>\nthis question to you, Janelle, and, Sheila, you&#8217;re welcome to<\/p>\n<p>793<br \/>\n00:54:26,990 &#8211;&gt; 00:54:30,600<br \/>\nfollow up. This individual is moving from an on- premise<\/p>\n<p>794<br \/>\n00:54:31,870 &#8211;&gt; 00:54:34,850<br \/>\nsetup to a unified communication spot where blending CCaaS and<\/p>\n<p>795<br \/>\n00:54:34,850 &#8211;&gt; 00:54:38,890<br \/>\nUCaaS with a cloud based provider. If you have any<\/p>\n<p>796<br \/>\n00:54:38,890 &#8211;&gt; 00:54:43,100<br \/>\nrecommendations, how would you suggest they choose, or what would<\/p>\n<p>797<br \/>\n00:54:43,100 &#8211;&gt; 00:54:48,030<br \/>\nyou suggest they choose in that direction? It&#8217;s difficult for<\/p>\n<p>798<br \/>\n00:54:48,030 &#8211;&gt; 00:54:51,010<br \/>\nme to answer that with any wisdom when I don&#8217;t<\/p>\n<p>799<br \/>\n00:54:51,010 &#8211;&gt; 00:54:54,560<br \/>\nknow your business requirements, so it really comes down to<\/p>\n<p>800<br \/>\n00:54:54,610 &#8211;&gt; 00:54:58,130<br \/>\nwhat are your business needs and business requirements and what<\/p>\n<p>801<br \/>\n00:54:58,130 &#8211;&gt; 00:55:01,760<br \/>\nyou use cases are you looking to support, like with<\/p>\n<p>802<br \/>\n00:55:01,760 &#8211;&gt; 00:55:07,620<br \/>\nmeetings, with video, with unified chat across the contact center<\/p>\n<p>803<br \/>\n00:55:07,680 &#8211;&gt; 00:55:10,890<br \/>\npresence, et cetera, et cetera. So know that you have<\/p>\n<p>804<br \/>\n00:55:10,890 &#8211;&gt; 00:55:14,650<br \/>\noptions out there, like for instance with Genesys, we integrate<\/p>\n<p>805<br \/>\n00:55:14,650 &#8211;&gt; 00:55:18,400<br \/>\nwith Zoom, we have native capabilities, we integrate with Microsoft<\/p>\n<p>806<br \/>\n00:55:18,400 &#8211;&gt; 00:55:22,290<br \/>\nTeams as I mentioned before with the Integral Care example.<\/p>\n<p>807<br \/>\n00:55:22,290 &#8211;&gt; 00:55:25,490<br \/>\nSo really happy to partner with you and dig into<\/p>\n<p>808<br \/>\n00:55:25,490 &#8211;&gt; 00:55:29,180<br \/>\nyour contact center requirements to really answer that with a<\/p>\n<p>809<br \/>\n00:55:29,470 &#8211;&gt; 00:55:34,300<br \/>\nmore educated response to your business. That&#8217;s actually a good<\/p>\n<p>810<br \/>\n00:55:34,780 &#8211;&gt; 00:55:37,230<br \/>\npoint, too, Janelle. There&#8217;s going to be a survey that pops up<\/p>\n<p>811<br \/>\n00:55:37,230 &#8211;&gt; 00:55:39,410<br \/>\nat the end of today&#8217;s presentation asking if you would<\/p>\n<p>812<br \/>\n00:55:39,410 &#8211;&gt; 00:55:44,230<br \/>\nlike your local Genesys account representative to reach out. So<\/p>\n<p>813<br \/>\n00:55:44,230 &#8211;&gt; 00:55:46,780<br \/>\nif you want additional information, go ahead and mark yes<\/p>\n<p>814<br \/>\n00:55:46,780 &#8211;&gt; 00:55:48,540<br \/>\nto that question in the survey, and we&#8217;ll be sure<\/p>\n<p>815<br \/>\n00:55:48,540 &#8211;&gt; 00:55:50,750<br \/>\nto follow up with you with any additional information you&#8217;re<\/p>\n<p>816<br \/>\n00:55:51,020 &#8211;&gt; 00:55:57,530<br \/>\ninterested in learning.- Let me follow up a little bit<\/p>\n<p>817<br \/>\n00:55:57,530 &#8211;&gt; 00:56:02,380<br \/>\non the question, Josh, if I may. It&#8217;s interesting, one<\/p>\n<p>818<br \/>\n00:56:02,380 &#8211;&gt; 00:56:04,940<br \/>\ncould look at UC and CC and say, &#8220; I want<\/p>\n<p>819<br \/>\n00:56:04,940 &#8211;&gt; 00:56:09,270<br \/>\none vendor and not two vendors,&#8220; but if you actually<\/p>\n<p>820<br \/>\n00:56:09,270 &#8211;&gt; 00:56:11,690<br \/>\nlook at a vendor who says they have UC and<\/p>\n<p>821<br \/>\n00:56:11,690 &#8211;&gt; 00:56:15,540<br \/>\nCC, you may find that their CC is coming from<\/p>\n<p>822<br \/>\n00:56:15,540 &#8211;&gt; 00:56:18,860<br \/>\na different company so it&#8217;s really not one solution, it&#8217;s<\/p>\n<p>823<br \/>\n00:56:18,860 &#8211;&gt; 00:56:22,010<br \/>\ntwo. Or you may find that a company that has<\/p>\n<p>824<br \/>\n00:56:22,010 &#8211;&gt; 00:56:29,260<br \/>\ntwo solutions has a two partners, like Genesys plus Zoom<\/p>\n<p>825<br \/>\n00:56:29,260 &#8211;&gt; 00:56:33,870<br \/>\nor some other context and a plus Teams. What looks<\/p>\n<p>826<br \/>\n00:56:33,870 &#8211;&gt; 00:56:38,090<br \/>\nlike two separate solutions, really if you understand the technology<\/p>\n<p>827<br \/>\n00:56:38,090 &#8211;&gt; 00:56:41,440<br \/>\nbehind how they&#8217;re integrated, it may be tighter than somebody<\/p>\n<p>828<br \/>\n00:56:41,440 &#8211;&gt; 00:56:45,090<br \/>\nthat looks like one solution. So you really have to<\/p>\n<p>829<br \/>\n00:56:45,090 &#8211;&gt; 00:56:47,730<br \/>\nscratch the surface, or I think the advice I would<\/p>\n<p>830<br \/>\n00:56:47,730 &#8211;&gt; 00:56:51,470<br \/>\nhave is, make sure you sort of understand the genesis<\/p>\n<p>831<br \/>\n00:56:51,470 &#8211;&gt; 00:56:54,820<br \/>\nof the technology in each case and how well they<\/p>\n<p>832<br \/>\n00:56:54,820 &#8211;&gt; 00:56:59,440<br \/>\nintegrate, what does integration mean with that particular solution? Does<\/p>\n<p>833<br \/>\n00:56:59,440 &#8211;&gt; 00:57:03,410<br \/>\nit mean four- digit dialing from you to somebody who&#8217;s<\/p>\n<p>834<br \/>\n00:57:03,410 &#8211;&gt; 00:57:07,000<br \/>\nnot in the contact center? Does it mean that something<\/p>\n<p>835<br \/>\n00:57:07,000 &#8211;&gt; 00:57:09,850<br \/>\nthat you chat to somebody not in the contact center,<\/p>\n<p>836<br \/>\n00:57:10,030 &#8211;&gt; 00:57:12,980<br \/>\ncan get captured in the contact center record? You want<\/p>\n<p>837<br \/>\n00:57:12,980 &#8211;&gt; 00:57:16,250<br \/>\nto ask those kinds of questions, it&#8217;s less about whether<\/p>\n<p>838<br \/>\n00:57:16,250 &#8211;&gt; 00:57:23,210<br \/>\nit&#8217;s one vendor, it&#8217;s how the applications work together. Awesome.<\/p>\n<p>839<br \/>\n00:57:24,260 &#8211;&gt; 00:57:27,160<br \/>\nSo unfortunately that is all the time we have today.<\/p>\n<p>840<br \/>\n00:57:27,160 &#8211;&gt; 00:57:29,080<br \/>\nI know that there are a handful of questions that<\/p>\n<p>841<br \/>\n00:57:29,080 &#8211;&gt; 00:57:31,210<br \/>\nwe did not get to today, so do not fret, we<\/p>\n<p>842<br \/>\n00:57:31,210 &#8211;&gt; 00:57:33,420<br \/>\nwill respond to you via email within the next few<\/p>\n<p>843<br \/>\n00:57:33,420 &#8211;&gt; 00:57:36,150<br \/>\nbusiness days. However, if you are looking for more of<\/p>\n<p>844<br \/>\n00:57:36,150 &#8211;&gt; 00:57:38,120<br \/>\na prompt response, you can always feel free to reach<\/p>\n<p>845<br \/>\n00:57:38,120 &#8211;&gt; 00:57:41,400<br \/>\nout to us at onlineevents@ genesys. com, no caps or<\/p>\n<p>846<br \/>\n00:57:41,400 &#8211;&gt; 00:57:44,410<br \/>\nspaces, and we&#8217;ll get back to you as quickly and<\/p>\n<p>847<br \/>\n00:57:44,410 &#8211;&gt; 00:57:48,490<br \/>\npromptly as we can. So with that being said, to<\/p>\n<p>848<br \/>\n00:57:48,490 &#8211;&gt; 00:57:52,260<br \/>\nwrap today. First off, I know that you&#8217;re wanting additional<\/p>\n<p>849<br \/>\n00:57:52,260 &#8211;&gt; 00:57:55,080<br \/>\ninformation about today&#8217;s topic, so be sure check out that<\/p>\n<p>850<br \/>\n00:57:55,080 &#8211;&gt; 00:57:59,240<br \/>\nresource list. That&#8217;s going to have the 2021 Contact Center<\/p>\n<p>851<br \/>\n00:57:59,240 &#8211;&gt; 00:58:01,990<br \/>\nBuyer&#8217;s Guide bundle that will give you additional information on<\/p>\n<p>852<br \/>\n00:58:02,040 &#8211;&gt; 00:58:05,650<br \/>\nall of the topics that we discussed today. In addition<\/p>\n<p>853<br \/>\n00:58:05,650 &#8211;&gt; 00:58:07,660<br \/>\nto that, I mentioned a survey that&#8217;s going to show<\/p>\n<p>854<br \/>\n00:58:07,660 &#8211;&gt; 00:58:10,630<br \/>\nup at the end of today&#8217;s presentation. We encourage you<\/p>\n<p>855<br \/>\n00:58:10,630 &#8211;&gt; 00:58:12,670<br \/>\nto fill that survey out, it shouldn&#8217;t take you more<\/p>\n<p>856<br \/>\n00:58:12,670 &#8211;&gt; 00:58:14,840<br \/>\nthan a couple of minutes, but we tailor all of<\/p>\n<p>857<br \/>\n00:58:14,840 &#8211;&gt; 00:58:17,790<br \/>\nthese webinars and presentations to exactly what you want to<\/p>\n<p>858<br \/>\n00:58:17,790 &#8211;&gt; 00:58:21,040<br \/>\nhear and learn more about with respect to contact center technology.<\/p>\n<p>859<br \/>\n00:58:21,290 &#8211;&gt; 00:58:23,110<br \/>\nSo go ahead and fill that out, and we&#8217;ll be<\/p>\n<p>860<br \/>\n00:58:23,110 &#8211;&gt; 00:58:26,900<br \/>\nsure to incorporate that feedback into the future Genesys presentations<\/p>\n<p>861<br \/>\n00:58:26,900 &#8211;&gt; 00:58:31,520<br \/>\nand webinars. And also, Janelle mentioned if you want to<\/p>\n<p>862<br \/>\n00:58:31,520 &#8211;&gt; 00:58:34,400<br \/>\nlearn more about Company Nurse, there is the Take A<\/p>\n<p>863<br \/>\n00:58:34,400 &#8211;&gt; 00:58:36,730<br \/>\nMoment Podcast as well as the Tech Talks in Twenty<\/p>\n<p>864<br \/>\n00:58:36,730 &#8211;&gt; 00:58:39,190<br \/>\nPodcast, so I encourage you to check that out on<\/p>\n<p>865<br \/>\n00:58:39,190 &#8211;&gt; 00:58:42,090<br \/>\nbasically any podcast application that you listen, or you can<\/p>\n<p>866<br \/>\n00:58:42,090 &#8211;&gt; 00:58:46,750<br \/>\ncheck us out on Genesys. com\/ podcasts. So with all<\/p>\n<p>867<br \/>\n00:58:46,750 &#8211;&gt; 00:58:50,320<br \/>\nthat information being said, on behalf and Sheila, Janelle and<\/p>\n<p>868<br \/>\n00:58:50,320 &#8211;&gt; 00:58:52,770<br \/>\nthe entire Genesys team, I want to thank you again<\/p>\n<p>869<br \/>\n00:58:52,770 &#8211;&gt; 00:58:57,410<br \/>\nfor joining today&#8217;s 2021 Contact Center Buyers Guide webinar. Until<\/p>\n<p>870<br \/>\n00:58:57,410 &#8211;&gt; 00:59:02,480<br \/>\nnext time, have a good one, everyone. Thank you. Thank<\/p>\n<p>871<br \/>\n00:59:02,480 &#8211;&gt; 00:59:02,500<br \/>\nyou.[\/vc_column_text][\/vc_tta_section][\/vc_tta_accordion][\/vc_column][vc_column width=&#8220;1\/3&#8243;]<div class=\"eloq_form elq-container gmkto_form_type_hot gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" data-proc=\"page\" data-ppcount=\"5\" onsubmit=\"return proc_submit(this);\" class=\"beam-form elq-form init webinarform yesknown yesprefill yespp strict-check\"  ><div id=\"known_person\" style=\"display:none;\"><p class=\"welcome_user\"><span id=\"welcome_person\">Willkommen zur\u00fcck<\/span> <span id=\"person_info\"><span class=\"person_first\"><\/span>&nbsp;<span class=\"person_last\"><\/span><\/span><\/p><p class=\"delete_button\"><a class=\"deletemyrecord\">Nicht du?<\/a><\/p><\/div><input value=\"MasterLeadIntakeForm\" type=\"hidden\" name=\"elqFormName\"><input value=\"1260946616\" type=\"hidden\" name=\"elqSiteId\"><input name=\"elqCampaignId\" type=\"hidden\"><input type=\"hidden\" name=\"elqCustomerGUID\" value=\"\"><input type=\"hidden\" name=\"elqCookieWrite\" value=\"0\"><input type=\"hidden\" name=\"client_ip_address\" id=\"fe449\" value=\"\"><div class=\"fields\"><input type=\"hidden\" name=\"CID\" id=\"fe198\" value=\"7011T000001kzXcQAI\"><input type=\"hidden\" name=\"CID_STATUS\" id=\"fe281\" value=\"Attended On-Demand\"><input type=\"hidden\" name=\"redirect_url\" id=\"fe217\" value=\"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/webinars\/364145?thankyou=364145&page_type=webinars&page_attr=Analyst\"><input type=\"hidden\" name=\"landing_page_url\" id=\"fe204\" value=\"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/webinars\/364145\"><input type=\"hidden\" name=\"post_type\" id=\"fe448\" value=\"ondemand-webinar\"><input type=\"hidden\" name=\"integration\" id=\"fe362\" value=\"\"><input type=\"hidden\" name=\"language_code\" id=\"fe479\" value=\"de-de\"><input type=\"hidden\" name=\"full_url\" id=\"fe983\" value=\"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/webinars\/364145\"><input type=\"hidden\" name=\"post_id\" id=\"fe984\" value=\"364145\">\n    <div class=\"form-row row-email el_field form-floating\">\n        <input type=\"email\" class=\"form-control el_field elq-item-input required\" name=\"emailAddress\" id=\"fe192\" value=\"\" aria-label=\"Gesch\u00e4ftliche E-Mail\" placeholder=\"Gesch\u00e4ftliche E-Mail\">\n        <label for=\"fe192\">Gesch\u00e4ftliche E-Mail<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available  required\" name=\"firstName\" id=\"fe190\" value=\"\" placeholder=\"Vorname\">\n        <label for=\"fe190\">Vorname<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required\" name=\"lastName\" id=\"fe191\" value=\"\" placeholder=\"Nachname\">\n        <label for=\"fe191\">Nachname<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row form-floating el_field\">\n        <input type=\"tel\" class=\"form-control el_field elq-item-input required pre-exclude\" name=\"busPhone\" id=\"fe215\" value=\"\" placeholder=\"Telefon\">\n        <label for=\"fe215\">Telefon<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe219\" name=\"jobLevel1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option><option value=\"C-Level\">Vorstand<\/option><option value=\"VP\">VP<\/option><option value=\"Director\">Director<\/option><option value=\"Manager\">Manager<\/option><option value=\"Principal\">Federf\u00fchrender Partner<\/option><option value=\"Engineer \/ Architect\">Ingenieur\/Architekt<\/option><option value=\"Consultant\">Berater<\/option><option value=\"Analyst\">Analyst<\/option><option value=\"Partner\">Partner<\/option><option value=\"Staff\">Mitarbeiter<\/option><option value=\"Unknown\">Unbekannt<\/option>\n        <\/select>\n        <label for=\"fe219\">Position<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe218\" name=\"jobFunction1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n            <option value=\"Claims\">Forderungen<\/option><option value=\"Collections\">Forderungsmanagement<\/option><option value=\"Contact Center Management\">Contact Center-Management<\/option><option value=\"Customer Experience\">Customer\u00a0Experience<\/option><option value=\"Customer Service\">Kundenservice<\/option><option value=\"Ecommerce\/Digital Channels\">E-Commerce\/digitale Kan\u00e4le<\/option><option value=\"Finance\">Finanzen<\/option><option value=\"Human Resources\">Personalwesen<\/option><option value=\"Influencer\">Influencer<\/option><option value=\"Information Technology\">IT<\/option><option value=\"IT Architecture\">IT-Architektur<\/option><option value=\"IT Infrastructure\">IT-Infrastruktur<\/option><option value=\"IVR\">IVR<\/option><option value=\"Marketing\">Marketing<\/option><option value=\"Operations \/ Process Management\">Betriebs-\/Prozessmanagement<\/option><option value=\"Production Management\">Produktionsleitung<\/option><option value=\"Purchasing\">Kauf<\/option><option value=\"Sales\">Vertrieb<\/option><option value=\"Unknown\">Unbekannt<\/option>\n        <\/select>\n        <label for=\"fe218\">Anwendungsbereiche<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"company\" id=\"fe193\" value=\"\" placeholder=\"Unternehmensname\">\n        <label for=\"fe193\">Unternehmensname<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe194\" name=\"country\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <!-- Add country options here -->\n        <\/select>\n        <label for=\"fe194\">Land<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available country_dep el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe214\" name=\"stateProv\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n        <\/select>\n        <label for=\"fe214\">State\/Province<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"website1\" id=\"fe801\" value=\"\" placeholder=\"Ihre Website\">\n        <label for=\"fe801\">Ihre Website<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"city\" id=\"fe226\" value=\"\" placeholder=\"Stadt\">\n        <label for=\"fe226\">Stadt<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"title\" id=\"fe220\" value=\"\" placeholder=\"Jobtitel\">\n        <label for=\"fe220\">Jobtitel<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe221\" name=\"industry1\" data-value=\"\">\n            <option value=\"\" ><\/option>\n            <option value=\"Banking\">Bankwesen<\/option><option value=\"Business Services\">Unternehmensdienstleistungen<\/option><option value=\"Capital Markets\">Capital Markets<\/option><option value=\"Communications\">Communications<\/option><option value=\"Consumer Products\">Consumer Products<\/option><option value=\"Defense & Intelligence\">Defense & Intelligence<\/option><option value=\"Education & Non-Profit\">Education & Non-Profit<\/option><option value=\"Energy & Utilities\">Energie- und Versorgungsunternehmen<\/option><option value=\"Entertainment\">Unterhaltungsbranche<\/option><option value=\"Government\">Beh\u00f6rden<\/option><option value=\"Insurance\">Versicherungen<\/option><option value=\"Life Sciences\">Life Sciences<\/option><option value=\"Logistics\">Logistics<\/option><option value=\"Manufacturing\">Manufacturing<\/option><option value=\"Payors\">Payors<\/option><option value=\"Providers\">Providers<\/option><option value=\"Retailers\">Retailers<\/option><option value=\"Technology\">Technologie<\/option><option value=\"Travel & Hospitality\">Travel & Hospitality<\/option><option value=\"Retail Banking\">Retail Banking<\/option><option value=\"Other\">Sonstige<\/option>\n        <\/select>\n        <label for=\"fe221\">Branche<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe222\" name=\"levelofInterest1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"Just researching\">\u2026 informiere mich nur<\/option><option value=\"Gathering business requirements\">\u2026 recherchiere die Anforderungen<\/option><option value=\"Comparing solutions\">\u2026 vergleiche L\u00f6sungen<\/option><option value=\"Ready for a conversation\">\u2026 bin an einem Gespr\u00e4ch interessiert<\/option>\n        <\/select>\n        <label for=\"fe222\">Ich \u2026<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe225\" name=\"numberofAgentsForm1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"1-20\">1-20<\/option><option value=\"21-50\">21\u201350<\/option><option value=\"51-100\">51\u2013100<\/option><option value=\"101-300\">101\u2013300<\/option><option value=\"301-500\">301\u2013500<\/option><option value=\"501-1000\">501\u20131000<\/option><option value=\">1000\">&gt;1000<\/option><option value=\"No Contact Center\">Kein Contact\u00a0Center<\/option><option value=\"Don't Know\">Ich wei\u00df es nicht<\/option>\n        <\/select>\n        <label for=\"fe225\">Anzahl der Arbeitspl\u00e4tze im Contact Center<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div><div class=\"form-check single-checkbox-row form-row gdpr-field white-box required\"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"explicitConsentEmailPhone\" id=\"fe224\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe224\">Ja. Ich m\u00f6chte per E-Mail oder Telefon \u00fcber Neuigkeiten zu Genesys auf dem Laufenden gehalten werden.<\/label><\/div><div class=\"single-checkbox-row form-row white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"contactMe\" id=\"fe509\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe509\">Ich h\u00e4tte es gern, dass mich jemand kontaktiert.<\/label><\/div><input type=\"hidden\" data-query=\"utm_medium\" name=\"utm_medium\" id=\"fe199\" value=\"\"><input type=\"hidden\" data-query=\"utm_source\" name=\"utm_source\" id=\"fe200\" value=\"\"><input type=\"hidden\" data-query=\"utm_campaign\" name=\"utm_campaign\" id=\"fe201\" value=\"\"><input type=\"hidden\" data-query=\"utm_term\" name=\"utm_term\" id=\"fe202\" value=\"\"><input type=\"hidden\" data-query=\"utm_content\" name=\"utm_content\" id=\"fe203\" value=\"\"><input type=\"hidden\" data-query=\"ost_tool\" name=\"ost_tool\" id=\"fe293\" value=\"\"><input type=\"hidden\" data-query=\"ost_campaign\" name=\"ost_campaign\" id=\"fe294\" value=\"\"><input type=\"hidden\" data-query=\"ost_content\" name=\"ost_content\" id=\"fe295\" value=\"\"><input type=\"hidden\" data-query=\"blaid\" name=\"eloquaBLAID_c\" id=\"fe3099\" value=\"\"><input type=\"hidden\" data-query=\"gclid\" name=\"gCLID1\" id=\"fe283\" value=\"\"><input type=\"hidden\" data-query=\"mkwid\" name=\"mKWID1\" id=\"fe678\" value=\"\"><input type=\"hidden\" name=\"gAClientID1\" id=\"fe284\" value=\"\"><input type=\"hidden\" name=\"noteCreatorTitle1\" id=\"fe313\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderDefault\" id=\"fe286\" value=\"OFF\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"\"><input type=\"hidden\" name=\"noteCreator2\" id=\"fe478\" value=\"\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceResult1\" id=\"fe640\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceFlags1\" id=\"fe641\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceSuggestedCorrection1\" id=\"fe642\" value=\"6sense\"><input type=\"hidden\" name=\"clearbitPersonID1\" id=\"fe630\" value=\"\"><input type=\"hidden\" name=\"clearbitFieldCount1\" id=\"fe633\" value=\"\"><input type=\"hidden\" name=\"clearbitTitle1\" id=\"fe646\" value=\"\"><input type=\"hidden\" name=\"clearbitRole1\" id=\"fe631\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployees1\" id=\"fe647\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployeesRange1\" id=\"fe648\" value=\"\"><input type=\"hidden\" name=\"clearbitWebsite1\" id=\"fe802\" value=\"\"><input type=\"hidden\" name=\"browserUserAgent\" id=\"fe3319\" value=\"\"><input type=\"text\" class=\"honeypp\" name=\"honeypp\" id=\"honeypp\" value=\"\" ><input role=\"button\" aria-label=\"Jetzt ansehen!\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Jetzt ansehen!\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>Durch die Bereitstellung Ihrer Informationen erkl\u00e4ren Sie sich mit unseren <a href=\"https:\/\/www.genesys.com\/de-de\/company\/legal-docs\/datenschutzerklaerung\" target=\"_blank\">Datenschutzbestimmungen<\/a> einverstanden<\/span><\/div><\/div><\/form><\/div>[vc_row_inner][vc_column_inner][vc_column_text]<\/p>\n<h3 style=\"text-align: center;\">Lernen Sie die Redner kennen<\/h3>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner equal_height=&#8220;yes&#8220; content_placement=&#8220;top&#8220; el_class=&#8220;speaker_list&#8220;][vc_column_inner width=&#8220;1\/2&#8243;][vc_single_image image=&#8220;288844&#8243; img_size=&#8220;full&#8220;][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>Sheila McGee Smith<\/strong><br \/>\nGr\u00fcnderin und Principal Analyst<br \/>\nMcGee Smith Analytics<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8220;1\/2&#8243;][vc_single_image image=&#8220;319217&#8243; img_size=&#8220;full&#8220;][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>Janelle Dieken<\/strong><br \/>\nSenior Vice President of Content Marketing<br \/>\nGenesys<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section][vc_row][vc_column width=&#8220;2\/3&#8243;][vc_column_text] Webinar f\u00fcr Analysten [\/vc_column_text][vc_column_text] Webinar zum Contact Center-Leitfaden f\u00fcr Kunden 2021 [\/vc_column_text][vc_row_inner][vc_column_inner][vc_column_text]Die Technologie entwickelt sich weiter \u2013 auch wenn die Welt die Pandemie hinter sich l\u00e4sst. Mit den dramatischen Ver\u00e4nderungen in der Branche Schritt zu halten und gleichzeitig Priorit\u00e4ten, Budget und Ressourcen im Gleichgewicht zu halten, ist eine Herausforderung \u2013 aber nicht unm\u00f6glich. [&hellip;]<\/p>\n","protected":false},"author":715,"featured_media":358934,"template":"","tax_priority":[54],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[17536],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-364145","webinars","type-webinars","status-publish","has-post-thumbnail","hentry","webinar_type-analyst","tax_priority-54","tax_products_programs-genesys-cloud-cx-de-de"],"acf":{"no_follow":false,"w_tycontent":"<p><iframe src=\"https:\/\/www.youtube.com\/embed\/320XVx3TxBE\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><br \/>\nVielen Dank, dass Sie sich f\u00fcr das <strong>Webinar zum Contact Center-Leitfaden f\u00fcr K\u00e4ufer 2021<\/strong> registriert haben. Klicken Sie oben auf die Wiedergabe-Schaltfl\u00e4che, um sich den Webcast anzusehen. \u00dcberpr\u00fcfen Sie auch Ihre E-Mail-Adresse, um weitere Informationen zu erhalten. Stellen Sie sicher, dass E-Mails von Adressen mit dem Alias <strong>@email.genesys.com<\/strong> und <strong>@on24event.com<\/strong> nicht in ihrem Spam-Ordner landen oder gefiltert werden.<\/p>\n<p>Weitere Informationen zu den heutigen Themen finden Sie im Kit zum Leitfaden f\u00fcr K\u00e4ufer:<\/p>\n<ul>\n<li>Bundle: <a href=\"https:\/\/content.genesys.com\/contact-center-buyer-guide\">Kit zum Leitfaden f\u00fcr K\u00e4ufer<\/a><\/li>\n<\/ul>\n","meta_title":"Webinar zum Contact Center-Leitfaden f\u00fcr K\u00e4ufer 2021","meta_description":"Seien Sie am 19. Januar mit dabei, wenn wir die f\u00fcr 2021 prognostizierten Top-Trends analysieren und einige praktische Ratschl\u00e4ge geben, wie wir diese Ver\u00e4nderungen in diesem Jahr und dar\u00fcber hinaus bew\u00e4ltigen k\u00f6nnen.","meta_twitter_title":"Webinar zum Contact Center-Leitfaden f\u00fcr K\u00e4ufer 2021","meta_facebook_title":"Webinar zum Contact Center-Leitfaden f\u00fcr K\u00e4ufer 2021","no_index":false,"next_steps_type":"default","w_sdate":"02\/15\/2021 12:00 a.m.","w_edate":"02\/15\/2021 12:00 a.m.","w_scope":"global","w_region":[{"value":"na","label":"North America"},{"value":"emea","label":"Europe, Middle East & Africa"},{"value":"apac","label":"Asia-Pacific"}],"w_reg_na_time":{"custom_label":"","w_reg_time_date_na":"","w_reg_timezone_na":"11:00 Uhr PT\/13:00 Uhr ET","w_cid_na":"7011T000001kzXcQAI"},"w_reg_emea_time":{"custom_label":"","w_reg_time_date_emea":"","w_reg_timezone_emea":"14:00 Uhr BST\/15:00 Uhr MESZ","w_cid_emea":"7011T000001kzXmQAI"},"w_reg_apac_time":{"custom_label":"","w_reg_time_date_apac":"","w_reg_timezone_apac":"13:00 Uhr AEST\/11:00 Uhr SGT","w_cid_apac":"7011T000001kzXhQAI"},"utm_pass":false,"asset_expiration":"","disable_chat":false,"enable_ab_test":false,"meta_twitter_image":false,"meta_facebook_image":false,"resource_next_steps":"","meta_twitter_description":"Join us on January 19, as we analyze the top trends predicted for 2021 and provide some practical advice on navigating these changes in this new year and beyond.","meta_facebook_description":"Join us on January 19, as we analyze the top trends predicted for 2021 and provide some practical advice on navigating these changes in this new year and beyond.","item_nav_hide":"no"},"_links":{"self":[{"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/webinars\/364145","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/webinars"}],"about":[{"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/types\/webinars"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/users\/715"}],"version-history":[{"count":5,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/webinars\/364145\/revisions"}],"predecessor-version":[{"id":364412,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/webinars\/364145\/revisions\/364412"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/media\/358934"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/media?parent=364145"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_priority?post=364145"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_contenttheme?post=364145"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_bundle?post=364145"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_contenttheme2?post=364145"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_capability_sitewide?post=364145"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_products_programs?post=364145"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_buying_job?post=364145"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_buyer_persona?post=364145"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_sector?post=364145"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_segment?post=364145"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}