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