2021 Contact Center Buyers Guide Webinar

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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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00:21:34,070 –> 00:21:38,370
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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00:21:52,760 –> 00:21:57,380
after this, take a moment, Company Nurse, it’s our Genesys

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00:21:57,600 –> 00:22:02,760
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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00:22:20,110 –> 00:22:23,580
needed as much, right? So they went to their customers

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00:22:23,580 –> 00:22:26,530
and they asked what they needed instead, and within a

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00:22:26,530 –> 00:22:31,330
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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00:22:35,570 –> 00:22:39,060
screening app, and in that month they integrated it to

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00:22:39,060 –> 00:22:42,690
their digital, their voice, their SMS, their callback channels with

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00:22:42,690 –> 00:22:45,750
Genesys Cloud CX, to not only grow their business to record-

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00:22:45,750 –> 00:22:49,990
breaking results during this time, but perhaps more importantly, meeting

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00:22:49,990 –> 00:22:53,360
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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00:23:19,260 –> 00:23:29,080
think you’re muted. I always do that to be polite

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00:23:29,080 –> 00:23:31,960
to the speaker before me, and then I’m not polite

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00:23:31,960 –> 00:23:34,580
when I start talking and nobody can hear me, but

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00:23:34,580 –> 00:23:38,070
life goes on so thank you, Josh, for letting me

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00:23:38,070 –> 00:23:43,640
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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00:24:02,150 –> 00:24:07,710
But omnichannel agents are not born, they are made and

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00:24:07,710 –> 00:24:13,880
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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00:24:19,090 –> 00:24:21,830
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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00:24:24,660 –> 00:24:26,930
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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00:24:37,970 –> 00:24:41,160
the audience members would say that their quality monitoring was

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00:24:41,160 –> 00:24:44,720
just for voice. So we can’t build omnichannel agents if

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00:24:44,720 –> 00:24:49,050
we don’t have tools that address all of the channels.

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00:24:49,290 –> 00:24:51,950
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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00:24:58,620 –> 00:25:03,370
an omnichannel agent is sort of a mindset twist, which

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00:25:03,370 –> 00:25:07,300
is typically in the context in how we think about handling this interaction,

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00:25:07,780 –> 00:25:14,320
this transaction, single transaction resolution, that’s the goal. But in

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00:25:14,320 –> 00:25:18,010
reality with digital engagement, often that customer’s coming to you

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00:25:18,280 –> 00:25:22,520
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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00:25:28,900 –> 00:25:33,140
so it’s no longer the agent’s responsibility to just handle

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00:25:33,140 –> 00:25:37,180
this interaction, but to look at the entire journey that

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00:25:37,180 –> 00:25:42,030
the customer has been on. So from a building your

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00:25:42,090 –> 00:25:46,410
contact center plan, what do you need, you not just

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00:25:46,410 –> 00:25:49,520
have to make those digital channels available. You have to

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00:25:49,520 –> 00:25:53,300
coach and train and monitor the agents on all of

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00:25:53,300 –> 00:25:56,150
those channels, and then to the extent that you can,

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00:25:56,150 –> 00:25:59,030
you need to make sure that the agent has the

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00:25:59,030 –> 00:26:03,590
context, the information from those other steps that the customer

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00:26:03,590 –> 00:26:08,170
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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00:26:14,760 –> 00:26:17,350
and some of the things that they have done. Yeah,

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00:26:17,350 –> 00:26:21,410
so Company Nurse, they had integrated workforce engagement management as

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00:26:21,410 –> 00:26:26,160
well, but here’s another example in a different industry across

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00:26:26,160 –> 00:26:29,150
the pond that also saw a big change last year

390
00:26:29,150 –> 00:26:33,920
with the airline industry. Ethiopia Airlines, unrivaled in Africa for

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00:26:33,920 –> 00:26:39,610
their efficiency and operational success, like every airline I can

392
00:26:39,610 –> 00:26:43,250
think of anyway, last year they were just trying to

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00:26:43,250 –> 00:26:46,760
survive and look for ways to lower costs and improve

394
00:26:46,760 –> 00:26:50,550
margins, focusing on the customer, I think, too, an important

395
00:26:50,550 –> 00:26:54,430
point in your buying consideration, looking at not just the

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00:26:54,430 –> 00:26:58,070
service part of your customer journey, but looking for engagement

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00:26:58,070 –> 00:27:01,880
tools that span marketing sales and service. Let’s look at

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00:27:01,880 –> 00:27:06,330
the before and after of Ethiopia Airlines. Prior to moving

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00:27:06,330 –> 00:27:11,620
to Genesys Cloud CX- based environment, they were facing incompatible systems,

400
00:27:12,360 –> 00:27:16,270
their calls were actually routed to employees that weren’t taking

401
00:27:16,270 –> 00:27:20,520
into account even just basic things like language skills or

402
00:27:20,520 –> 00:27:24,220
any skills for that matter. Their teams worked in silos,

403
00:27:24,220 –> 00:27:29,170
handling emails, handling chats, handling phone calls, all separately, they

404
00:27:29,170 –> 00:27:32,500
didn’t have a CRM system, they didn’t have workforce engagement,

405
00:27:33,010 –> 00:27:36,730
data was buried elsewhere and everywhere, and needless to say,

406
00:27:36,730 –> 00:27:39,740
they lacked that full overview of the customer journey and

407
00:27:39,790 –> 00:27:43,730
that real- time insight. So looking into the essential capabilities

408
00:27:44,160 –> 00:27:49,330
they captured, they deployed within two months, had 500 agents

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00:27:49,410 –> 00:27:54,440
now working more productively in a blended fashion, handling emails,

410
00:27:54,440 –> 00:27:59,110
chats and phone calls, effortlessly switching between them, all from

411
00:27:59,110 –> 00:28:02,770
that single omnichannel desktop, which is really important in order

412
00:28:02,770 –> 00:28:05,310
for the employees to be able to do that. And

413
00:28:05,310 –> 00:28:10,220
they really unlocked further customer experience gains by introducing that

414
00:28:10,220 –> 00:28:15,010
workforce engagement piece to further improve the customer experience. So,

415
00:28:15,040 –> 00:28:21,320
some results, their service levels went from 70% to 95%.

416
00:28:21,670 –> 00:28:26,430
They had higher first- call resolution, their abandonment rate went

417
00:28:26,430 –> 00:28:31,440
from 20% just down to 3%. Calls answered went from

418
00:28:31,440 –> 00:28:34,140
20 seconds, which airline, that’s still pretty good, down to

419
00:28:34,140 –> 00:28:36,620
eight seconds, I can’t remember when the last time I

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00:28:36,620 –> 00:28:39,270
called an airline and they answered in eight seconds, and

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00:28:39,330 –> 00:28:42,570
they had that agility they needed to change IBR menus

422
00:28:42,570 –> 00:28:46,910
on the dime without having to pay for external support.

423
00:28:47,440 –> 00:28:51,910
In addition, they expanded the use of their cloud technology

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00:28:52,010 –> 00:28:55,630
to their sales environment, too, being able to monitor customers’

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00:28:55,630 –> 00:29:00,620
behavior on their website, understand that and get predictive with

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00:29:00,620 –> 00:29:03,560
the use of AI to intercept in the moment because

427
00:29:03,560 –> 00:29:07,090
they had the right staff in place to really help

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00:29:07,090 –> 00:29:10,690
that customer through their buyer journey and saw web conversion

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00:29:10,690 –> 00:29:14,840
rates just increase dramatically, and you can see the results

430
00:29:14,840 –> 00:29:19,230
there. So I love this story because it is really

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00:29:19,230 –> 00:29:23,030
a proved point in helping a company that was in

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00:29:23,030 –> 00:29:28,190
a struggling industry last year, and looking ahead, really make

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00:29:28,190 –> 00:29:32,810
change and support the customer journey across marketing, sales and

434
00:29:32,810 –> 00:29:38,680
service. Excellent, so we are moving to our next poll.

435
00:29:38,740 –> 00:29:44,880
The question is, ” Is there value in integrating your unified

436
00:29:44,880 –> 00:29:50,410
communication solution incorporation with the contact center?” We have just

437
00:29:50,410 –> 00:29:55,030
three choices; yes, we think there’s value in integrating them,

438
00:29:55,310 –> 00:29:59,670
but we prefer one solution for both contact center and

439
00:29:59,720 –> 00:30:04,970
unified communications and collaboration. Yes, we think there’s value and

440
00:30:04,970 –> 00:30:09,920
our preferred solution is Microsoft Teams, and this is one of those ones where

441
00:30:09,920 –> 00:30:13,380
we wait for all of the responses before you select

442
00:30:13,380 –> 00:30:16,450
one because you might be number one but number two

443
00:30:16,450 –> 00:30:20,470
is more specific to you. And then third, yes, our

444
00:30:20,470 –> 00:30:26,660
preferred solution is a different UCC provider. Okay, so I

445
00:30:26,660 –> 00:30:29,210
realize we do not have a choice here for no.

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00:30:31,790 –> 00:30:35,560
We may have missed that, but we’ll see what people

447
00:30:35,560 –> 00:30:37,900
think. I think it’ll be interesting to see what we

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00:30:37,900 –> 00:30:43,380
get here. Clearly, Microsoft Teams had a huge uptick in

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00:30:43,380 –> 00:30:47,130
usage in 2020, so I’m not going to be surprised

450
00:30:47,130 –> 00:30:50,750
to see that we have a lot of Microsoft Teams users,

451
00:30:50,750 –> 00:30:54,230
what do you think, Janelle? I think the same, it’s

452
00:30:54,230 –> 00:30:57,190
becoming one of those essential capabilities you mentioned at the

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00:30:57,190 –> 00:31:01,230
beginning. It used to be a very separate decision and

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00:31:01,230 –> 00:31:05,180
while it may not be from a single provider, we’re

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00:31:05,180 –> 00:31:09,710
seeing it recurring on the list of requirements for cloud

456
00:31:09,710 –> 00:31:12,520
based solutions to be able to extend beyond the contact

457
00:31:12,530 –> 00:31:16,030
center and have an integrated solution regardless, so we’re keen

458
00:31:16,030 –> 00:31:20,790
to see if our audience agrees. Okay, so drum roll.

459
00:31:25,770 –> 00:31:30,940
I’m going to… I was hitting submit instead of next.

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00:31:30,970 –> 00:31:36,330
Okay, what can we discern from this? Over 50% are

461
00:31:36,330 –> 00:31:40,880
using Teams, wow. That’s even higher than I would’ve predicted.

462
00:31:41,870 –> 00:31:44,950
Or their preferred solution is Teams, doesn’t tell me that

463
00:31:44,950 –> 00:31:49,960
they’re really using it but I’m actually surprised it’s as

464
00:31:49,960 –> 00:31:52,320
close between the first and second option as it is.

465
00:31:52,320 –> 00:31:55,250
I thought it would be a bigger differential because we’re

466
00:31:55,250 –> 00:32:00,990
definitely seeing more for Teams across the board. Yeah, and

467
00:32:00,990 –> 00:32:03,990
not too much for other providers. Yeah, back to Teams,

468
00:32:03,990 –> 00:32:06,620
I happened to be on their site today and there

469
00:32:06,630 –> 00:32:10,270
are 15 different contact centers who are working to get

470
00:32:10,270 –> 00:32:13,620
certified in Microsoft Teams, so it’s a much bigger effort

471
00:32:13,620 –> 00:32:16,360
than it has been for many years. So I think

472
00:32:16,700 –> 00:32:18,700
to the point that we’ve both made at this point,

473
00:32:18,700 –> 00:32:24,430
Janelle, the importance of bringing together the unified communications and

474
00:32:24,400 –> 00:32:28,140
the contact center has just been elevated. Part of that

475
00:32:28,140 –> 00:32:32,300
is not being in a single physical location and not

476
00:32:32,300 –> 00:32:37,040
being able to bring your supervisor over with something as

477
00:32:37,040 –> 00:32:42,900
easy raising your hand. A study that I had read

478
00:32:42,900 –> 00:32:47,340
over the summer, that 93% of companies now say that

479
00:32:47,380 –> 00:32:52,040
UC and team messaging integration with the contact center is

480
00:32:52,040 –> 00:32:57,270
a very important factor in customer experience success, and yet,

481
00:32:57,500 –> 00:33:00,930
as you and I know, there’s not enough evidence today

482
00:33:01,130 –> 00:33:04,430
that, that’s happening in contact centers. I think if we’ve

483
00:33:04,430 –> 00:33:07,730
got that many listeners who are thinking Microsoft Teams is

484
00:33:07,730 –> 00:33:11,160
the answer, and companies like Genesys are now stepping up

485
00:33:11,220 –> 00:33:14,140
and working much more closely with Microsoft, hopefully a year

486
00:33:14,140 –> 00:33:17,040
from now we’ll see a lot more of that UC in

487
00:33:17,040 –> 00:33:20,700
contact center integration. You’re going to tell us about one

488
00:33:20,700 –> 00:33:24,410
customer who’s doing that. Absolutely, as I mentioned, we see

489
00:33:24,410 –> 00:33:27,850
it on many people’s list and here’s an example of

490
00:33:28,630 –> 00:33:33,330
a company that I admire so much, who has taken

491
00:33:33,330 –> 00:33:36,120
that step forward and has it implemented. Let me tell

492
00:33:36,120 –> 00:33:40,390
you a little bit about Integral Care. I think of

493
00:33:40,390 –> 00:33:44,560
their contact center not as a call center, I don’t

494
00:33:44,730 –> 00:33:46,930
think of it as a profit center, I think of

495
00:33:46,930 –> 00:33:50,580
it as a life center. They have about 900 people

496
00:33:50,580 –> 00:33:56,170
on staff across 45 locations, where they provide a 24

497
00:33:56,170 –> 00:34:00,850
hour crisis helpline that’s often that first point of contact

498
00:34:00,850 –> 00:34:05,100
for people needing that immediate emotional support, especially during these

499
00:34:05,100 –> 00:34:09,100
crazy times. They also receive traffic from calls to national

500
00:34:09,100 –> 00:34:14,620
suicide prevention lines. So as you can imagine, streamlined communication,

501
00:34:14,850 –> 00:34:19,790
it is essential and lifesaving, and downtime is more than

502
00:34:19,790 –> 00:34:24,210
critical, it can be even tragic. So where were they?

503
00:34:24,600 –> 00:34:29,070
Prior to Genesys, they were having huge technology issues that

504
00:34:29,070 –> 00:34:34,890
were degrading their service levels for this helpline. Their CIO,

505
00:34:34,890 –> 00:34:37,610
if he was on, he would describe their on- premises

506
00:34:37,610 –> 00:34:43,700
contact center system as unreliable, hard to scale, expensive to

507
00:34:43,700 –> 00:34:48,210
maintain and add features, and on average, they suffered two

508
00:34:48,210 –> 00:34:52,140
to three outages a month. And you can see on

509
00:34:52,140 –> 00:34:56,300
the slide, those each lasted anywhere from 15 minutes to

510
00:34:56,300 –> 00:34:59,900
five hours, where during that time, they couldn’t even take

511
00:34:59,960 –> 00:35:03,870
a critical call, which was totally unacceptable. So they went

512
00:35:03,870 –> 00:35:07,290
with a cloud based platform, voice and digital channels, seeing

513
00:35:07,300 –> 00:35:11,850
a theme here, and they integrated Genesys Cloud 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.