Genesys Engage + Microsoft Azure: Transform your customer experience in the cloud

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Good morning, evening and afternoon,

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everyone. Josh Reed here from

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the Digital Events Team here

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at Genesys, and I’ll be

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one of your moderators for

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today’s webcast. I’ll start by

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saying welcome. Thank you all

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for joining today’s webcast Genesys

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Engage in Microsoft Azure, transform

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your customer experience in the

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cloud. I’m actually going to

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hand things off to our

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other moderator today. We have

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Bobbi Chester, the senior director

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of product marketing here at

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Genesys. Bobbi, the floor is

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yours. Take it away. Awesome,

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Josh, thank you. Everybody again,

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thank you very much for

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joining us today. We have

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a ton of information that

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we want to share with

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you on the Microsoft and

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Genesys partnership. To do so,

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we have two gentlemen joining

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us today. Jeff Wise, my

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colleague here at Genesys, as

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well as David Totten. With

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that, we wanted to start

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out learning a little bit

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more about you. We’re going

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to kick this off with

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our first poll question. The

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question is along the line

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is, what is your biggest

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contact center challenge? For those

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of you who have been

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in the industry for a

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long time, certainly there are

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typically more than one opportunities

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that you’re currently looking at,

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but with that, we’ve narrowed

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it down to these five.

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We’re really curious to see,

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at this point in time,

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if there’s any one of

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these in particular, that’s going

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to rise to the surface,

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and will be something that

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you’re looking at dealing with.

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I’m going to pause for

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just one more moment, let

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a few more people answer.

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Great, with that, let’s take

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a look and see what

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our results are. Not enough

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staff is incredibly low. Just

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the increasing costs of everything

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that is within the contact center.

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Looking for better self- service,

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IVR mobile, interesting that certainly

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half of you have answered

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along the line of delivering

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that personalized customer experience, which

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is actually quite brilliant and

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an excellent segue into getting

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us started because that really

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is the key to what

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we’re going to be discussing

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today. On that note, thank

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you for your participation in

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that. We’re going to start

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off today by talking about,

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specifically, personalization and how that

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is a customer experience differentiator.

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Jeff, we’re going to start

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with you. Thanks, Bobbi, and

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thanks for the opportunity to

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talk too. Great to have everyone

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online and joining us. Personalization,

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it’s great to see on

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the poll question that this

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was one of the predominant topics that

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is a challenge for business.

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It is a massive business

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challenge because one of the

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things that in the move

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to digital, what has happened

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is the cost of acquiring

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customers has gone down rapidly.

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If we just look at

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all the digital channels and

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self- service, it’s really a

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lot easier for businesses to

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acquire customers, but on the

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flip side, at the same

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time, it’s just as easy

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for consumers to switch. Even

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if we looked at say

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the ride sharing industry, like

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Uber, Lyft, and others, we

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can chop and change our

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application that we use for ride

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sharing. It’s just so easy.

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In a really busy market,

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what is the thing that’s going to differentiate businesses? That is really the core of what we’re talking about when we talk about personalization, is how to really

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look at creating that differentiation,

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which will drive the experience, but also

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drive loyalty as well. Let’s

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go down- was from Microsoft point

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of view. Thanks again for

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letting us participate in here.

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We see this across platforms.

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If you’ve done enterprise software,

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use cases for a long

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time, there’s some dominant players

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in the industry. There’s a

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lot of people that use

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different Microsoft products, whether it’s

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Word, it’s Office, it’s Windows

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Server, SQL server. Now, these

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products are becoming a little

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bit more ubiquitous and fluid

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with how people can leverage

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them and update them over

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time. Again, how do you

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keep a customer loyal when

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the cost of switching technologies

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is going down for an

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end customer. How do you

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make sure that they stick

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with you as a solution

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provider through the thick and

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thin of your product’s maturation

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process? We’re seeing the need

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to get products to market faster,

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but then obviously if something

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goes wrong, customers are looking

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to switch out quicker than

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they ever have before, and

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they won’t stay there longer.

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Jeff, with that, talk to

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us a little bit about how you think about

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differentiation as one of those

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differentiators that you can have in the marketplace. No,

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thanks, David. What we should

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do is really take one

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step back. Why is this

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such an important mission for

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Genesys and Microsoft? Because it

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actually all starts with people.

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People all around the world,

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people all around the world

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who interact with companies. They

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all want to feel special.

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They want to feel unique,

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and they want to feel that

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the companies that they’re interacting

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with really know them, that

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they understand them, but more

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importantly, they have history and

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context with them. It really

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starts with an individual. This

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is really the idea of

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personalizing, because what we want

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to do is personalize the

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experience. At a deeper level,

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what it really means, it

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starts with empathy. It’s about

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creating a personal bond between

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an individual interacting with that

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company or an employee of

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that company. Genesys and Microsoft

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have brought all this technology

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together to be able to

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allow and create what we

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believe are these important, empathetic

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moments, and that, when you

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have empathy, it leads to

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trust and it leads to

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loyalty. Because we all know,

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when you create a one-

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on- one relationship, and we

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all know this in our

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own daily lives. The more

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I know about you and the

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more I understand about your

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situation, and when I can

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have that empathetic connection, it

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really just leads to a

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better outcome. That’s what we call

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experiences as a service. That’s

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how personalization empathy, really driving

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that connection, creating that trust,

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creating loyalty will then ensure

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that that switching costs doesn’t

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become an issue because that

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personalized experience is ensuring that

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loyalty. Yeah. Let me add

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to that quickly, Jeff. It’s interesting because

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now, it used to be,

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if a customer felt like

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the company knew them, or

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remembered their information, or had

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their details, or had their

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preferences while coming in the

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door, that used to be

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almost a nice to have,

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or a great tab. That’s

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a great experience to have.

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Now it’s becoming a little

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bit more of an expectation.

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The power of the internet

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and how we engage with

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different services across the internet

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and mobile technologies now has

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created this expectation that companies

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we interact with, who we

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share data with, who we

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transact with, know who I

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am, what my preferences are

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and what I want to

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do when I come into

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their platform. It’s not just necessarily

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experiences as a service. I

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always call it experience as

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an expectation that we want

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that personalized approach that anybody

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that we interact with, or

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that we have commerce with,

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really knows who we are,

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why I’m at their platform

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and what I want to

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do with them. Oh, 100%

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David. The research confirms this,

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that organizations that grow the

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personalization and establish loyalty is

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good for business. The Harvard

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business review here has confirmed

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that. There’s lots of other

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strong research that just shows,

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when you start with the

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customer experience and create loyalty,

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it’s not just good for

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the customer, but it’s great

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for the business. Over to

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you, Bobbi. Awesome. On that, and

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David I’ll tag onto the

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end of what you said.

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I know one of my,

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I forget the gentleman who

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tagged the line, but one of my

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favorite sayings is, ” Your last

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best customer experience is now

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the basis for the customer

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experience you have going forward.”

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That really is the reality

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that we live in, in

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this world is, I had

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that great one yesterday. Okay,

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now it’s just simply my

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expectation. That brings us to

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topic number two, which is

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customer experience and personalization best

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practices, because certainly this isn’t

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anything that is brand new

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trying to get to that

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personalization. Jeff, if you wanted

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to start out, just sharing

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a little bit about some

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of the ideas that you

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had on personalization best practices.

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No, thanks Bobbi. Imagine, as

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a customer of an organization

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that’s interacting, if I could

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tick all these boxes in

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my experience, where that me

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and what’s important to me,

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and imagine that I can

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actually be helped in not

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having to repeat myself, or

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more importantly, the journey that

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I’ve gone through. Or even

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where, proactively, before I even

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pick up the phone or

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get on the website that

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you’ve actually reached out to

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me because you’ve preempted my

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situation. It might be a

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seasonal situation, or I might

291
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have a billing challenge. It’s

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all about how we want

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to feel in that moment

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and the type of experience that

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we would normally expect. But

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usually, we’re quite surprised if

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that happens. What we want

298
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to do is raise the

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bar and help our customers

300
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drive these types of experiences

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00:10:50,150 –> 00:10:51,780
and really create that loyalty

302
00:10:51,780 –> 00:10:54,420
that we were talking about. It’s really

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across that entire customer journey

304
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that every interaction is providing

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00:11:03,130 –> 00:11:05,490
that best experience. Understanding the history, the context, and personalizing that

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00:11:05,800 –> 00:11:07,500
interaction. That could be through

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self- service or assistance by

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automated bots or finding the

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best live agent to assist,

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and even helping that agent

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00:11:15,950 –> 00:11:16,910
to give you the best

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00:11:16,910 –> 00:11:19,060
recommendation without them having to

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research it. This is really

314
00:11:21,080 –> 00:11:25,370
about enriching that experience. David

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00:11:25,620 –> 00:11:31,830
tell us about Microsoft and how they’re creating these experiences. Microsoft’s ecosystem

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of touch points, whether it’s

317
00:11:33,470 –> 00:11:34,520
through a sales team, a

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support mechanism, whether it’s a

319
00:11:36,490 –> 00:11:38,140
web property or a dial

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00:11:38,140 –> 00:11:38,930
in, or it could be

321
00:11:38,930 –> 00:11:40,120
one of our Microsoft stores,

322
00:11:40,120 –> 00:11:42,060
our retail footprint, we collect

323
00:11:42,060 –> 00:11:43,420
data from so many different

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00:11:43,420 –> 00:11:45,780
points on a customer’s experience and what

325
00:11:46,020 –> 00:11:47,300
we would consider their journey

326
00:11:47,710 –> 00:11:49,300
with the company and with

327
00:11:49,300 –> 00:11:50,520
our products and services. But

328
00:11:51,230 –> 00:11:52,660
to be able to aggregate all that

329
00:11:52,660 –> 00:11:53,990
information and serve it up

330
00:11:54,280 –> 00:11:55,200
through a single pane to

331
00:11:55,200 –> 00:11:56,800
really drive that personalization is

332
00:11:56,850 –> 00:11:58,800
something that’s really, really important

333
00:11:58,800 –> 00:12:00,480
to us. We view customer

334
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support as not necessarily an

335
00:12:03,400 –> 00:12:05,360
operating cost or a cost

336
00:12:05,360 –> 00:12:06,290
center, but we actually think

337
00:12:06,290 –> 00:12:07,010
about it a little bit more

338
00:12:07,010 –> 00:12:08,700
as a profit center and

339
00:12:08,700 –> 00:12:09,970
how we can generate that

340
00:12:09,970 –> 00:12:11,440
true end to end customer

341
00:12:11,440 –> 00:12:12,830
loyal experience that the want to

342
00:12:12,830 –> 00:12:14,150
do more with our business.

343
00:12:14,500 –> 00:12:15,770
Now, I know for one,

344
00:12:16,050 –> 00:12:18,300
as I’m working on, and

345
00:12:18,300 –> 00:12:20,180
I personally, whether it’s an

346
00:12:20,180 –> 00:12:21,870
airline or a credit card

347
00:12:22,980 –> 00:12:23,980
or any sort of service

348
00:12:23,980 –> 00:12:25,670
that I leverage, I hate

349
00:12:25,670 –> 00:12:27,560
going into phone trees. I

350
00:12:27,560 –> 00:12:28,840
always think about it in

351
00:12:28,840 –> 00:12:31,720
three different categories. One, if

352
00:12:31,720 –> 00:12:33,100
I call into a customer

353
00:12:33,100 –> 00:12:34,620
support center, do they know

354
00:12:34,620 –> 00:12:35,420
who I am, and do they

355
00:12:35,420 –> 00:12:36,600
know the history of my

356
00:12:36,600 –> 00:12:38,360
account in my relationship with

357
00:12:38,360 –> 00:12:39,700
them? That’s the first thing

358
00:12:39,940 –> 00:12:40,410
because I don’t want to

359
00:12:40,410 –> 00:12:41,550
repeat my name and my

360
00:12:41,550 –> 00:12:43,020
address and why I’m calling

361
00:12:43,020 –> 00:12:43,890
again, and what my phone

362
00:12:43,890 –> 00:12:44,670
number is and how many

363
00:12:44,670 –> 00:12:45,610
people are on my plan.

364
00:12:46,330 –> 00:12:47,200
The second thing I want

365
00:12:47,200 –> 00:12:48,020
to know is, I want

366
00:12:48,020 –> 00:12:49,960
quick routing to the right

367
00:12:49,960 –> 00:12:51,850
subject matter expert. I need

368
00:12:51,850 –> 00:12:52,680
to be able to get

369
00:12:52,680 –> 00:12:55,090
there more efficiently. I found

370
00:12:55,090 –> 00:12:56,960
that phone trees sometimes can

371
00:12:56,960 –> 00:12:58,360
actually help with that automation

372
00:12:58,360 –> 00:12:59,530
process as long as the

373
00:12:59,530 –> 00:13:01,920
selection criteria is correct. Then

374
00:13:01,920 –> 00:13:02,880
the third thing that I’ve

375
00:13:02,880 –> 00:13:03,900
found when I call in

376
00:13:03,900 –> 00:13:04,860
personally at these things is,

377
00:13:04,860 –> 00:13:05,910
I want, whenever I do

378
00:13:05,910 –> 00:13:08,540
find some expertise, whether it’s

379
00:13:08,540 –> 00:13:10,320
automated in content or whether

380
00:13:10,320 –> 00:13:11,440
it’s a live agent that

381
00:13:11,440 –> 00:13:12,820
they’re trained and they understand,

382
00:13:12,820 –> 00:13:14,180
and they’ve got great recommendations

383
00:13:15,260 –> 00:13:16,270
of where probably to take that

384
00:13:16,270 –> 00:13:18,920
sport scenario. What Microsoft has

385
00:13:18,920 –> 00:13:20,100
done is really hone in

386
00:13:20,100 –> 00:13:21,300
on those three things yet.

387
00:13:21,600 –> 00:13:23,480
We’ve really honed in on

388
00:13:23,480 –> 00:13:25,310
what those specific examples are

389
00:13:25,560 –> 00:13:26,660
of how to actually take

390
00:13:26,660 –> 00:13:28,530
a platform, figure out ways

391
00:13:28,530 –> 00:13:30,180
to aggregate across multiple touch

392
00:13:30,180 –> 00:13:31,090
points, so we serve up

393
00:13:31,090 –> 00:13:32,190
a single pane of glass,

394
00:13:32,420 –> 00:13:33,900
make sure that we optimize

395
00:13:33,900 –> 00:13:35,140
and we leverage AI and

396
00:13:35,140 –> 00:13:37,280
machine learning to optimize. How

397
00:13:37,280 –> 00:13:38,150
do you take all those

398
00:13:38,150 –> 00:13:39,830
contact points to really beef

399
00:13:39,830 –> 00:13:41,560
up the support process and

400
00:13:41,560 –> 00:13:43,550
that triage process to get

401
00:13:43,550 –> 00:13:44,940
through that tree faster to

402
00:13:44,940 –> 00:13:46,530
the right subject matter expertise. Then

403
00:13:47,240 –> 00:13:48,960
we leverage the call volumes

404
00:13:48,960 –> 00:13:50,530
and the typical subject areas

405
00:13:50,530 –> 00:13:51,920
where people have scenarios that they want to

406
00:13:52,360 –> 00:13:54,440
talk through to actually build

407
00:13:54,440 –> 00:13:56,240
up an onboarding plan and

408
00:13:56,240 –> 00:13:57,500
a training regimen for the

409
00:13:57,500 –> 00:13:58,470
people in the agents that

410
00:13:58,470 –> 00:13:59,360
we do staff the call

411
00:13:59,360 –> 00:14:01,330
center with. The more impactful

412
00:14:01,330 –> 00:14:02,470
each of those three pillars

413
00:14:02,470 –> 00:14:03,640
are and how we build

414
00:14:03,640 –> 00:14:05,390
that content and that process

415
00:14:05,390 –> 00:14:06,430
on top of the Genesys

416
00:14:06,480 –> 00:14:08,540
platform here internally, then obviously

417
00:14:08,540 –> 00:14:10,010
drives a much better customer

418
00:14:10,010 –> 00:14:11,300
experience and make sure that

419
00:14:11,520 –> 00:14:13,120
customers don’t view, ” Oh no,

420
00:14:13,120 –> 00:14:14,100
I have to call Microsoft

421
00:14:14,100 –> 00:14:16,310
support again,” as a burden,

422
00:14:16,310 –> 00:14:17,000
they see it as an

423
00:14:17,000 –> 00:14:18,800
opportunity to gain some information

424
00:14:18,800 –> 00:14:20,460
and then hopefully, have a

425
00:14:20,460 –> 00:14:24,560
better experience with our products. Thanks,

426
00:14:24,560 –> 00:14:29,480
David. Let’s talk about digital

427
00:14:29,480 –> 00:14:30,760
transformation. Do you want to

428
00:14:31,170 –> 00:14:35,230
take us through that? that I’ll

429
00:14:35,230 –> 00:14:36,770
just highlight. These are scenarios,

430
00:14:36,770 –> 00:14:38,010
and this is what I personally love

431
00:14:38,010 –> 00:14:39,940
about the Genesys platform. A

432
00:14:39,940 –> 00:14:40,930
little sidebar here about the

433
00:14:40,930 –> 00:14:43,250
platform itself. When you get

434
00:14:43,250 –> 00:14:45,090
one single pane through Genesys,

435
00:14:45,090 –> 00:14:46,050
to be able to actually

436
00:14:46,050 –> 00:14:47,300
measure all your touch points,

437
00:14:47,360 –> 00:14:50,160
web, call, text, email, in-

438
00:14:50,160 –> 00:14:51,300
person visits, and you can

439
00:14:51,300 –> 00:14:52,280
merge that into one data

440
00:14:52,280 –> 00:14:53,900
platform, and then serve it

441
00:14:53,900 –> 00:14:55,870
up through this integrated customer

442
00:14:55,870 –> 00:14:57,640
contact center, you get the

443
00:14:57,640 –> 00:14:59,560
opportunity then to do customization and drive

444
00:14:59,560 –> 00:15:00,660
analytics on top of it.

445
00:15:00,720 –> 00:15:01,450
I’ll just call out a

446
00:15:01,450 –> 00:15:03,090
couple of these. The first, the

447
00:15:03,090 –> 00:15:05,750
multichannel, omnichannel is an amazing

448
00:15:05,750 –> 00:15:07,030
experience for us. We’ve been

449
00:15:07,030 –> 00:15:09,020
able to capture and streamline

450
00:15:09,020 –> 00:15:10,940
templates that we offer up

451
00:15:10,940 –> 00:15:12,370
online and in our call

452
00:15:12,370 –> 00:15:14,740
centers, so that we’ve reduced

453
00:15:14,740 –> 00:15:17,300
the volume of options for

454
00:15:17,430 –> 00:15:18,500
how do we segment and

455
00:15:18,500 –> 00:15:20,200
triage different questions that come

456
00:15:20,200 –> 00:15:21,190
into our call center? That’s

457
00:15:21,190 –> 00:15:23,140
really important. Again, the more

458
00:15:23,140 –> 00:15:24,610
efficient that triage and path

459
00:15:24,610 –> 00:15:26,500
to success is, the better

460
00:15:26,500 –> 00:15:27,380
that experience is going to be for the customer.

461
00:15:28,520 –> 00:15:30,680
That omni- channel multichannel support

462
00:15:30,960 –> 00:15:32,430
that wherever the customer touches

463
00:15:32,430 –> 00:15:33,050
us, we can put it

464
00:15:33,050 –> 00:15:34,160
into the same data environments

465
00:15:34,510 –> 00:15:35,820
and drive a triaged process

466
00:15:35,820 –> 00:15:39,520
off of that, very, very important for that experience. The

467
00:15:39,520 –> 00:15:40,680
second thing I’ll say is

468
00:15:40,770 –> 00:15:41,480
we’re doing a lot more

469
00:15:41,480 –> 00:15:43,160
virtual agent and agent assist

470
00:15:43,160 –> 00:15:44,630
type work, which is, if

471
00:15:44,630 –> 00:15:45,950
we can do analytics on

472
00:15:45,950 –> 00:15:47,010
top of the data to see

473
00:15:47,010 –> 00:15:48,400
where the majority of questions

474
00:15:48,400 –> 00:15:49,770
are coming in, we can

475
00:15:49,770 –> 00:15:52,360
then proactively provide solutions through

476
00:15:52,360 –> 00:15:54,640
this virtual agent business work. One of

477
00:15:55,310 –> 00:15:56,470
the scenarios on the poll

478
00:15:56,470 –> 00:15:58,070
questions earlier was about increasing

479
00:15:58,070 –> 00:15:59,770
costs that are related to

480
00:15:59,770 –> 00:16:01,630
a call center. Doing virtual

481
00:16:01,630 –> 00:16:03,450
work and leveraging smarter bot

482
00:16:03,670 –> 00:16:05,310
infrastructure on top of Genesys

483
00:16:05,310 –> 00:16:06,910
as a contact management platform

484
00:16:06,970 –> 00:16:09,350
really helps you reduce that

485
00:16:09,350 –> 00:16:11,010
overhead required to run a

486
00:16:11,010 –> 00:16:12,350
cost center, because you’re able

487
00:16:12,350 –> 00:16:12,620
to do a lot of

488
00:16:12,960 –> 00:16:14,250
this leveraging the technology and

489
00:16:14,300 –> 00:16:15,790
analytics that are in place.

490
00:16:16,700 –> 00:16:17,430
Then the final thing I

491
00:16:17,430 –> 00:16:19,120
would say is repeat caller.

492
00:16:19,660 –> 00:16:21,670
We all have that experience of a

493
00:16:21,670 –> 00:16:22,960
repeat caller. I’m a repeat

494
00:16:22,960 –> 00:16:25,030
caller on some services that I

495
00:16:25,030 –> 00:16:26,950
have questions on. Being able

496
00:16:26,950 –> 00:16:27,820
to make sure that the

497
00:16:27,820 –> 00:16:29,930
personalized experience of that repeat caller,

498
00:16:29,930 –> 00:16:30,700
that we know what they

499
00:16:30,700 –> 00:16:32,310
called about last month, that

500
00:16:32,310 –> 00:16:33,500
we understand when they had

501
00:16:33,500 –> 00:16:34,550
a great experience with us,

502
00:16:34,950 –> 00:16:36,350
what was the actual triage

503
00:16:36,350 –> 00:16:38,530
process? What was the decision

504
00:16:38,530 –> 00:16:39,430
tree that got them to

505
00:16:39,430 –> 00:16:40,600
a specific agent that was

506
00:16:40,840 –> 00:16:41,640
able to address their question?

507
00:16:41,640 –> 00:16:44,410
We can take those as

508
00:16:44,410 –> 00:16:45,900
an individual case by case

509
00:16:45,900 –> 00:16:48,300
basis, leverage the Genesys platform

510
00:16:48,300 –> 00:16:49,660
powered by Azure to actually

511
00:16:49,660 –> 00:16:51,440
drive analytics and workflow on

512
00:16:51,440 –> 00:16:52,560
top of that so that we

513
00:16:52,560 –> 00:16:54,100
can then customize that path

514
00:16:54,100 –> 00:16:56,160
for that individual. We know

515
00:16:56,160 –> 00:16:57,440
they’re coming in, we know

516
00:16:57,440 –> 00:16:59,090
their information, we know what

517
00:16:59,090 –> 00:17:00,180
they’ve had questions on or

518
00:17:00,180 –> 00:17:01,490
concerns on, or they’ve given

519
00:17:01,490 –> 00:17:03,250
us even confidence in the

520
00:17:03,250 –> 00:17:04,780
past, and we can curate

521
00:17:05,010 –> 00:17:06,640
an individual experience on top

522
00:17:06,640 –> 00:17:08,170
of the platform that is

523
00:17:08,170 –> 00:17:09,940
invisible to them. They just

524
00:17:09,940 –> 00:17:11,110
know that they call and

525
00:17:11,110 –> 00:17:12,840
they get, ” Hi. Welcome, David.

526
00:17:13,050 –> 00:17:14,150
Last time you called about

527
00:17:14,150 –> 00:17:16,160
billing. Did a similar situation

528
00:17:16,160 –> 00:17:17,050
happened this month, or would

529
00:17:17,050 –> 00:17:18,100
you like to discuss something

530
00:17:18,100 –> 00:17:20,300
different?” Something that’s simple with

531
00:17:20,300 –> 00:17:21,570
making sure that we can address

532
00:17:21,570 –> 00:17:23,310
repeat callers as true repeat

533
00:17:23,310 –> 00:17:26,170
customers into our platform helps alleviate

534
00:17:26,170 –> 00:17:27,050
the stress of having to

535
00:17:27,050 –> 00:17:28,070
call in and start that

536
00:17:28,070 –> 00:17:29,140
process all over again for

537
00:17:29,140 –> 00:17:30,390
a lot of people. Those

538
00:17:30,390 –> 00:17:31,830
are just three examples of

539
00:17:31,830 –> 00:17:32,580
where we’ve been able to

540
00:17:32,580 –> 00:17:34,160
take the Genesys platform and

541
00:17:34,160 –> 00:17:35,930
drive some specific innovation and analytics

542
00:17:36,200 –> 00:17:37,300
on top of it to

543
00:17:37,300 –> 00:17:38,470
build up that workflow and

544
00:17:38,470 –> 00:17:40,230
subject matter expertise, and then

545
00:17:40,230 –> 00:17:42,170
obviously increased customer loyalty through

546
00:17:42,170 –> 00:17:44,940
the platform. Right. To me,

547
00:17:45,160 –> 00:17:46,520
David, especially your third point,

548
00:17:46,640 –> 00:17:48,850
really brings forward the power

549
00:17:48,850 –> 00:17:51,300
of having that context. You

550
00:17:51,300 –> 00:17:52,530
have the context of what

551
00:17:52,530 –> 00:17:54,010
they had done before, they’re

552
00:17:54,010 –> 00:17:56,370
here again, just taking that

553
00:17:56,370 –> 00:17:58,210
data and making it actionable

554
00:17:58,560 –> 00:18:00,020
to make it back to

555
00:18:00,020 –> 00:18:02,570
the personalized experience. That’s really

556
00:18:02,940 –> 00:18:04,820
the magic behind the scene

557
00:18:04,920 –> 00:18:06,260
of how all that works.

558
00:18:06,720 –> 00:18:07,770
Yeah. I would add to

559
00:18:07,770 –> 00:18:09,870
that, this isn’t just about, hey, can we

560
00:18:09,870 –> 00:18:11,650
do this faster? There’s real

561
00:18:11,650 –> 00:18:13,240
hard metrics involved here. We’re

562
00:18:13,240 –> 00:18:15,030
talking about hundreds of thousands of

563
00:18:15,030 –> 00:18:16,270
touch points with customers on

564
00:18:16,270 –> 00:18:18,420
a daily basis. How do

565
00:18:18,420 –> 00:18:20,700
we save money from customer

566
00:18:20,700 –> 00:18:22,810
support and that triage process?

567
00:18:23,050 –> 00:18:24,440
How do we increase the

568
00:18:24,440 –> 00:18:26,270
average revenue per customer that

569
00:18:26,270 –> 00:18:27,680
comes into our support center?

570
00:18:29,180 –> 00:18:30,230
We’re Microsoft so we have to

571
00:18:30,230 –> 00:18:31,950
have metrics behind everything. We’ve

572
00:18:31,950 –> 00:18:33,450
been able to save millions

573
00:18:33,450 –> 00:18:35,440
of dollars in cost savings

574
00:18:35,440 –> 00:18:36,990
within our customer support center.

575
00:18:37,200 –> 00:18:38,640
We’ve been able to triple,

576
00:18:38,910 –> 00:18:40,170
in some scenarios in some

577
00:18:40,170 –> 00:18:42,360
product lines, our revenue potential

578
00:18:42,360 –> 00:18:43,640
out of a customer by

579
00:18:43,640 –> 00:18:44,880
just having a better customer

580
00:18:44,880 –> 00:18:47,180
support experience. If you think about

581
00:18:47,610 –> 00:18:49,480
a global footprint like Microsoft

582
00:18:49,480 –> 00:18:51,810
has with tens of thousands

583
00:18:51,810 –> 00:18:53,140
of properties that are touching

584
00:18:53,140 –> 00:18:55,390
different customers in different mechanisms,

585
00:18:55,780 –> 00:18:57,060
getting that all into one

586
00:18:57,060 –> 00:18:58,410
integrated platform and in an

587
00:18:58,410 –> 00:18:59,950
efficient way, that’s safe and

588
00:18:59,950 –> 00:19:01,460
secure, and then being able

589
00:19:01,460 –> 00:19:02,670
to drive this, again, not

590
00:19:02,670 –> 00:19:03,830
as a cost center, but

591
00:19:03,830 –> 00:19:04,870
as a profit center for

592
00:19:04,870 –> 00:19:06,350
the company, that has been

593
00:19:06,350 –> 00:19:08,210
a remarkable transformation that we’ve

594
00:19:08,210 –> 00:19:09,440
experienced with Genesys over the

595
00:19:09,440 –> 00:19:11,020
past couple of years. Right.

596
00:19:11,080 –> 00:19:11,590
Because it always felt like

597
00:19:11,590 –> 00:19:12,860
in the past, the reality

598
00:19:12,860 –> 00:19:13,850
was always that some of

599
00:19:13,850 –> 00:19:15,580
those things were mutually exclusive.

600
00:19:15,820 –> 00:19:17,070
I could only save money

601
00:19:17,160 –> 00:19:19,010
if I decreased my customer

602
00:19:19,010 –> 00:19:20,900
experience, or I could only

603
00:19:20,900 –> 00:19:22,760
increase revenue if I spent

604
00:19:22,760 –> 00:19:24,130
more, and really the scenario

605
00:19:24,130 –> 00:19:25,470
you are talking about is

606
00:19:25,660 –> 00:19:27,210
it really is the best

607
00:19:27,210 –> 00:19:30,540
of both. Excellent. On that, I’m

608
00:19:30,540 –> 00:19:32,270
going to take us to

609
00:19:32,270 –> 00:19:35,910
our next poll question. This

610
00:19:35,910 –> 00:19:37,740
time, what we’re curious about,

611
00:19:38,080 –> 00:19:38,590
for the folks that are

612
00:19:38,590 –> 00:19:41,520
participating is, which of this

613
00:19:41,520 –> 00:19:43,370
best describes your current contact

614
00:19:43,370 –> 00:19:46,090
center environment. There’s a hint

615
00:19:46,090 –> 00:19:47,240
here is, this is where

616
00:19:47,240 –> 00:19:48,620
we are heading to the

617
00:19:48,770 –> 00:19:51,360
next topic. But really, we’d

618
00:19:51,360 –> 00:19:53,050
like to know where your

619
00:19:54,010 –> 00:19:55,950
current reality is. We know

620
00:19:55,950 –> 00:19:57,420
what all this technology first

621
00:19:57,420 –> 00:19:59,910
came about. The only way

622
00:19:59,910 –> 00:20:01,390
to consume was on premise,

623
00:20:01,390 –> 00:20:03,670
and certainly for, especially very

624
00:20:03,670 –> 00:20:06,790
large organizations, that is certainly

625
00:20:07,740 –> 00:20:09,340
still reality and still make

626
00:20:09,340 –> 00:20:11,080
sense. There are some that

627
00:20:11,080 –> 00:20:12,450
are in that in between

628
00:20:12,450 –> 00:20:14,360
and others that are fully

629
00:20:14,360 –> 00:20:16,640
cloud. Just curious as to

630
00:20:16,640 –> 00:20:19,600
where this audience stands with

631
00:20:19,600 –> 00:20:21,440
that. Let me jump to

632
00:20:22,210 –> 00:20:25,220
the results. All right. There

633
00:20:25,230 –> 00:20:26,590
we go. We have, over

634
00:20:26,590 –> 00:20:27,910
half that are still on

635
00:20:27,910 –> 00:20:31,320
prem, a good 30% still

636
00:20:31,320 –> 00:20:33,410
in between, and about 10%

637
00:20:33,410 –> 00:20:35,270
better that are on cloud.

638
00:20:35,410 –> 00:20:38,200
Excellent. With that, I am

639
00:20:38,200 –> 00:20:39,520
going to introduce our next

640
00:20:39,520 –> 00:20:41,530
topic, which is moving your

641
00:20:41,530 –> 00:20:43,530
context center to the cloud.

642
00:20:44,180 –> 00:20:45,880
Again, given just the poll

643
00:20:45,880 –> 00:20:48,980
result is certainly apropos for

644
00:20:48,980 –> 00:20:49,610
the folks that we have

645
00:20:49,610 –> 00:20:52,060
participating. On this one, David, if

646
00:20:52,060 –> 00:20:53,190
you’d like to start out.

647
00:20:54,010 –> 00:20:56,030
Yeah, it’s interesting. Obviously, Microsoft

648
00:20:56,030 –> 00:20:57,350
has been in the on

649
00:20:57,350 –> 00:20:59,230
premises software world for a

650
00:20:59,230 –> 00:21:00,220
pretty long time. We’ve got

651
00:21:00,220 –> 00:21:02,410
a reasonable track record with

652
00:21:02,410 –> 00:21:04,700
companies in different geographies, different

653
00:21:04,700 –> 00:21:07,630
industries of delivering products on

654
00:21:07,630 –> 00:21:09,310
premises. We obviously believe in

655
00:21:09,310 –> 00:21:10,220
that model, we know we’ve

656
00:21:10,220 –> 00:21:11,790
worked at that model. What

657
00:21:11,790 –> 00:21:13,550
we’ve been able to see

658
00:21:13,550 –> 00:21:17,380
with this, frankly explosion, of

659
00:21:17,380 –> 00:21:19,710
data collection points, touch points

660
00:21:19,990 –> 00:21:21,360
is we’ve seen a need

661
00:21:21,360 –> 00:21:22,980
of greater scale and flexibility,

662
00:21:22,980 –> 00:21:23,980
which is why a lot

663
00:21:23,980 –> 00:21:25,160
of customers are starting to

664
00:21:25,160 –> 00:21:27,010
evaluate and even implement cloud-

665
00:21:27,010 –> 00:21:30,540
based technologies. I understand the

666
00:21:30,540 –> 00:21:32,290
concern there. If you’ve managed

667
00:21:32,290 –> 00:21:33,450
something within your own data

668
00:21:33,450 –> 00:21:34,450
center or your own IT

669
00:21:34,540 –> 00:21:36,070
environment, and then trying to

670
00:21:36,070 –> 00:21:38,390
move into somebody else’s management

671
00:21:38,480 –> 00:21:39,960
infrastructure, it can be a

672
00:21:39,960 –> 00:21:41,430
little bit concerning. That’s why

673
00:21:41,430 –> 00:21:43,270
we do see a lot

674
00:21:43,270 –> 00:21:44,440
of companies trying to do

675
00:21:44,440 –> 00:21:46,400
both, which is stick a

676
00:21:46,400 –> 00:21:47,570
toe in the water on

677
00:21:47,570 –> 00:21:48,810
what I should and how

678
00:21:48,810 –> 00:21:51,130
I should move technologies into

679
00:21:51,130 –> 00:21:53,820
the hybrid, or into the cloud

680
00:21:53,820 –> 00:21:55,280
environment while I still maintain

681
00:21:55,280 –> 00:21:57,180
some functions and features on

682
00:21:57,180 –> 00:22:00,620
premises. From our perspective, obviously

683
00:22:00,620 –> 00:22:01,810
Microsoft is here to support

684
00:22:01,810 –> 00:22:02,960
both of those scenarios, which

685
00:22:02,960 –> 00:22:03,910
is why our partnership with

686
00:22:03,910 –> 00:22:04,960
a company like Genesys has

687
00:22:04,960 –> 00:22:06,150
been so valuable to us.

688
00:22:06,420 –> 00:22:07,160
We know we’ve got a

689
00:22:07,160 –> 00:22:09,380
lot of on premises customers

690
00:22:09,380 –> 00:22:10,660
that need value out of

691
00:22:10,660 –> 00:22:12,220
a customer contact center, but

692
00:22:12,220 –> 00:22:13,100
we also know that the

693
00:22:13,100 –> 00:22:15,600
need and the volume, as

694
00:22:15,600 –> 00:22:17,810
well as that personalized experience, we

695
00:22:17,810 –> 00:22:19,020
need to be able to scale that. We

696
00:22:19,250 –> 00:22:22,170
need to do that in a secure data- driven approach.

697
00:22:22,630 –> 00:22:23,700
Because of the volume of

698
00:22:23,700 –> 00:22:25,460
touches, the volume of information that we’re

699
00:22:25,460 –> 00:22:27,010
trying to exchange, that’s why

700
00:22:27,010 –> 00:22:27,930
we see more and more

701
00:22:27,930 –> 00:22:30,200
hybrid implementations where you’re doing

702
00:22:30,200 –> 00:22:31,490
some stuff on premises, but

703
00:22:31,480 –> 00:22:33,510
you’re also starting to experience

704
00:22:34,020 –> 00:22:34,650
and use a little bit

705
00:22:34,810 –> 00:22:36,330
more functionality within the cloud.

706
00:22:36,800 –> 00:22:37,880
I know from our perspective,

707
00:22:37,880 –> 00:22:38,610
we obviously meet with a

708
00:22:38,610 –> 00:22:40,470
lot of CTOs and CIOs across the

709
00:22:40,470 –> 00:22:42,540
business. Hybrid has always been

710
00:22:42,540 –> 00:22:43,330
a key focus of their

711
00:22:43,330 –> 00:22:44,430
strategy. In fact, I don’t

712
00:22:44,430 –> 00:22:46,360
know of one CTO or

713
00:22:46,440 –> 00:22:47,700
CIO that I’ve met in

714
00:22:47,700 –> 00:22:48,710
the past 10 years that

715
00:22:48,730 –> 00:22:49,670
has said, ” Hey, I’m not

716
00:22:49,670 –> 00:22:50,850
interested in any cloud at

717
00:22:50,850 –> 00:22:52,260
all, but I’m also not

718
00:22:52,260 –> 00:22:53,880
going a hundred percent in

719
00:22:53,880 –> 00:22:56,070
on cloud workloads.” I think

720
00:22:56,070 –> 00:22:57,020
it’s a matter of what

721
00:22:57,020 –> 00:22:58,240
are you comfortable with, how

722
00:22:58,240 –> 00:22:59,400
can you prove out a

723
00:22:59,400 –> 00:23:01,470
construct, how can you make

724
00:23:01,470 –> 00:23:02,360
sure that you still have

725
00:23:02,360 –> 00:23:05,240
control over IT, but you can leverage

726
00:23:05,240 –> 00:23:07,560
somebody else’s scale and security

727
00:23:07,560 –> 00:23:08,600
models, which is where we’re

728
00:23:08,600 –> 00:23:10,120
seeing it. We’re seeing more

729
00:23:10,120 –> 00:23:11,710
and more applications that are

730
00:23:11,710 –> 00:23:13,020
being run virtually or in

731
00:23:13,020 –> 00:23:15,670
a public cloud scenario. You’ll

732
00:23:15,670 –> 00:23:17,840
see this, there’s a hybrid

733
00:23:17,910 –> 00:23:19,410
approach here that’s the majority.

734
00:23:19,410 –> 00:23:20,490
This slide right here is

735
00:23:20,490 –> 00:23:22,520
around 70% of people are

736
00:23:22,520 –> 00:23:24,010
pushing that as a primary

737
00:23:24,780 –> 00:23:27,370
strategy, but there’s a little bit of a difference there

738
00:23:27,370 –> 00:23:28,790
between a private cloud versus

739
00:23:28,790 –> 00:23:29,820
something that you’re hosting on

740
00:23:29,820 –> 00:23:31,330
your own versus a public

741
00:23:31,330 –> 00:23:34,440
cloud. You see the gigantic

742
00:23:34,440 –> 00:23:35,650
upswing in the past five

743
00:23:35,650 –> 00:23:37,130
years of public cloud adoption.

744
00:23:37,520 –> 00:23:38,960
The reason for that is,

745
00:23:38,960 –> 00:23:40,570
frankly, is about investment in

746
00:23:40,570 –> 00:23:42,500
the platform. I always have

747
00:23:42,500 –> 00:23:44,580
this conversation with CIOs that are

748
00:23:44,580 –> 00:23:45,810
nervous about moving into the

749
00:23:45,810 –> 00:23:47,280
cloud. I always ask them

750
00:23:47,280 –> 00:23:48,960
if they think that their

751
00:23:48,960 –> 00:23:50,450
company is investing more in R&D

752
00:23:51,160 –> 00:23:52,470
or security than a company

753
00:23:52,470 –> 00:23:55,300
like Microsoft would. We spend

754
00:23:55,500 –> 00:23:56,810
tens of billions of dollars

755
00:23:56,810 –> 00:23:58,420
a year in our infrastructure

756
00:23:58,620 –> 00:23:59,490
to make sure that it’s

757
00:23:59,490 –> 00:24:01,270
secure, it’s reliable and it’s

758
00:24:01,280 –> 00:24:02,930
scalable, and it offers up

759
00:24:02,930 –> 00:24:04,700
services that then you can

760
00:24:04,700 –> 00:24:07,290
try, with a really low

761
00:24:07,290 –> 00:24:09,630
touch, efficient, quick mechanism, as

762
00:24:09,630 –> 00:24:10,830
opposed to having to buy,

763
00:24:10,830 –> 00:24:12,400
instead of new infrastructure on

764
00:24:12,400 –> 00:24:14,200
your own. That ability to

765
00:24:14,200 –> 00:24:16,000
leverage somebody else’s scale in

766
00:24:16,000 –> 00:24:17,780
a quick format to do

767
00:24:18,120 –> 00:24:20,520
innovation and development work directly

768
00:24:20,520 –> 00:24:21,610
without having to purchase new

769
00:24:21,610 –> 00:24:24,110
hardware is one of the key benefits

770
00:24:24,190 –> 00:24:27,410
of the cloud. David, oh,

771
00:24:27,410 –> 00:24:30,700
sorry. Go ahead. to say that

772
00:24:30,920 –> 00:24:33,750
that is exactly the conversations

773
00:24:34,140 –> 00:24:35,670
we’re having as well. It’s

774
00:24:35,670 –> 00:24:37,100
actually one of our core

775
00:24:37,100 –> 00:24:38,610
pillars of our strategy, is

776
00:24:38,610 –> 00:24:40,130
to support our large premise

777
00:24:40,130 –> 00:24:43,240
number of customers to adopt

778
00:24:43,640 –> 00:24:46,720
and access innovation delivered through

779
00:24:46,720 –> 00:24:49,040
the cloud. That hybrid strategy

780
00:24:49,360 –> 00:24:51,210
of being able to access

781
00:24:51,210 –> 00:24:53,360
innovation in the cloud that

782
00:24:53,360 –> 00:24:54,680
Microsoft and Genesys are bringing

783
00:24:54,680 –> 00:24:56,940
together on Azure at the

784
00:24:56,940 –> 00:24:58,810
same time, helping them with

785
00:24:58,810 –> 00:25:00,580
a pathway so they can

786
00:25:00,660 –> 00:25:03,370
leverage their current investment on

787
00:25:03,370 –> 00:25:06,210
premise and phase and access

788
00:25:06,210 –> 00:25:07,990
today, but more importantly, have

789
00:25:07,990 –> 00:25:09,260
a pathway to move further

790
00:25:09,260 –> 00:25:10,970
into the cloud as their

791
00:25:11,960 –> 00:25:14,370
company needs and requirements change.

792
00:25:15,510 –> 00:25:18,180
That’s exactly right. Everybody should

793
00:25:18,270 –> 00:25:19,320
be asking why cloud, and

794
00:25:19,320 –> 00:25:20,220
the number one thing is going to

795
00:25:20,220 –> 00:25:21,940
be scale. It’s going to be scale

796
00:25:21,940 –> 00:25:23,340
and velocity in the market.

797
00:25:23,590 –> 00:25:24,690
You can spin up a

798
00:25:24,690 –> 00:25:27,340
cloud service much more, easily,

799
00:25:27,340 –> 00:25:29,890
cheaper, more efficient with greater

800
00:25:29,890 –> 00:25:32,240
integration quicker than you can

801
00:25:32,240 –> 00:25:33,360
build out in your own

802
00:25:33,360 –> 00:25:34,350
data center or your own

803
00:25:34,350 –> 00:25:35,970
on premises environment. As you

804
00:25:35,970 –> 00:25:37,630
think about a ton of

805
00:25:37,630 –> 00:25:38,470
data that needs to be

806
00:25:38,470 –> 00:25:39,410
processed, do you want to

807
00:25:39,410 –> 00:25:41,530
configure create, procure a server,

808
00:25:41,530 –> 00:25:42,070
or do you want to

809
00:25:42,070 –> 00:25:43,990
leverage somebody else’s servers? The

810
00:25:43,990 –> 00:25:45,600
process turns it down from

811
00:25:45,600 –> 00:25:46,840
a month long to set

812
00:25:46,840 –> 00:25:48,110
the IT environment up to

813
00:25:48,110 –> 00:25:49,790
literally a process that you could

814
00:25:49,790 –> 00:25:53,050
implement in five minutes with

815
00:25:53,050 –> 00:25:55,640
much greater efficiency. The other

816
00:25:55,640 –> 00:25:56,510
thing that I always talk

817
00:25:56,510 –> 00:25:57,840
about with the cloud and something

818
00:25:57,840 –> 00:25:59,270
like a public cloud environment

819
00:25:59,270 –> 00:26:00,840
like Azure, being that we’re

820
00:26:00,840 –> 00:26:02,530
the number one global provider

821
00:26:02,530 –> 00:26:03,860
of cloud services, we’re in

822
00:26:03,920 –> 00:26:06,500
all of these different geographic locations,

823
00:26:06,510 –> 00:26:08,340
we’ve got data centers. We

824
00:26:08,340 –> 00:26:10,270
really believe in three fundamental

825
00:26:10,360 –> 00:26:12,060
scenarios. The first is about

826
00:26:12,060 –> 00:26:14,610
security. We are known as

827
00:26:14,610 –> 00:26:17,160
an enterprise company. The data

828
00:26:17,160 –> 00:26:18,820
and how we treat and manage

829
00:26:18,820 –> 00:26:20,340
the data is secure and

830
00:26:20,340 –> 00:26:21,880
companies rely on that. At the end of

831
00:26:22,170 –> 00:26:22,870
the day, if they have

832
00:26:22,870 –> 00:26:24,790
a data breach, that’s a

833
00:26:25,070 –> 00:26:27,410
huge customer loyalty dissatisfaction issue.

834
00:26:28,070 –> 00:26:29,160
Oftentimes, we’re seeing a lot

835
00:26:29,160 –> 00:26:30,380
of companies migrate to Azure

836
00:26:30,380 –> 00:26:31,450
just because they want to

837
00:26:31,450 –> 00:26:32,240
make sure that they’ve got

838
00:26:32,240 –> 00:26:34,100
best in class security processes

839
00:26:34,480 –> 00:26:35,680
and they’ve got best in

840
00:26:35,900 –> 00:26:39,120
class access management processes that

841
00:26:39,120 –> 00:26:41,020
they’re able to enable. The

842
00:26:41,250 –> 00:26:42,950
second thing is around compliance.

843
00:26:43,350 –> 00:26:44,420
There are so many different

844
00:26:44,420 –> 00:26:45,600
international buyers. Now, if I

845
00:26:45,600 –> 00:26:47,120
think about companies and how

846
00:26:47,120 –> 00:26:48,320
people are interacting with their

847
00:26:48,320 –> 00:26:50,180
platform, it’s no longer just

848
00:26:50,180 –> 00:26:52,960
a small geographic footprint. The

849
00:26:52,960 –> 00:26:53,960
goal of every company is to

850
00:26:54,050 –> 00:26:55,740
have a global user base

851
00:26:55,740 –> 00:26:59,020
or customer base. Companies interacting

852
00:26:59,020 –> 00:27:00,440
or customers interacting with your

853
00:27:00,450 –> 00:27:04,190
product across multiple locations, really,

854
00:27:04,190 –> 00:27:06,360
really important, as you think

855
00:27:06,360 –> 00:27:08,020
about, are we meeting local

856
00:27:08,030 –> 00:27:09,870
compliancy requirements, or whatever that

857
00:27:09,870 –> 00:27:11,030
government is or whatever that

858
00:27:11,030 –> 00:27:13,350
reporting agency is. Microsoft has

859
00:27:13,350 –> 00:27:15,770
all kinds of compliancy certifications.

860
00:27:15,950 –> 00:27:17,510
Think about healthcare and federal

861
00:27:17,510 –> 00:27:20,710
scenarios and international trade scenarios.

862
00:27:21,520 –> 00:27:22,500
Our data center and how

863
00:27:22,500 –> 00:27:24,270
we treat, manage, protect and

864
00:27:24,270 –> 00:27:26,410
secure data is compliant across

865
00:27:26,410 –> 00:27:29,100
all of those scenarios. The third

866
00:27:29,100 –> 00:27:29,960
scenario, I would say it’s

867
00:27:29,960 –> 00:27:32,640
truly about scalability and reliability.

868
00:27:32,730 –> 00:27:34,290
We’re a global footprint, obviously

869
00:27:34,290 –> 00:27:35,130
you see a slide here

870
00:27:35,130 –> 00:27:35,930
with some of our data

871
00:27:35,930 –> 00:27:38,300
center footprints, but I’ll give

872
00:27:38,300 –> 00:27:39,590
you the perfect example of

873
00:27:39,590 –> 00:27:41,350
why customers and partners are

874
00:27:41,350 –> 00:27:42,260
moving more and more of

875
00:27:42,260 –> 00:27:43,630
their infrastructure to the cloud.

876
00:27:44,030 –> 00:27:45,000
I’d love to say it’s

877
00:27:45,410 –> 00:27:46,520
always because of the work

878
00:27:46,520 –> 00:27:47,780
that we’re doing, obviously with

879
00:27:47,780 –> 00:27:50,410
our investments and infrastructure, but

880
00:27:50,410 –> 00:27:52,040
it also relies on the fact that there are a

881
00:27:52,040 –> 00:27:53,070
ton of other companies that

882
00:27:53,070 –> 00:27:54,140
are doing the exact same

883
00:27:54,140 –> 00:27:56,400
thing. The access to actually

884
00:27:56,400 –> 00:27:58,420
integrate your product and what

885
00:27:58,420 –> 00:28:00,220
you’re doing with other products

886
00:28:00,220 –> 00:28:01,560
that are in Azure. That

887
00:28:01,560 –> 00:28:04,190
integration and scalability through the whole

888
00:28:04,190 –> 00:28:06,250
partner and product ecosystem becomes

889
00:28:06,250 –> 00:28:07,990
much more easier. If you

890
00:28:07,990 –> 00:28:09,550
think about customers wanting to

891
00:28:09,550 –> 00:28:11,490
know who you are, have

892
00:28:11,490 –> 00:28:13,830
that personalized experience, they don’t just

893
00:28:14,060 –> 00:28:14,960
want it in your platform,

894
00:28:15,280 –> 00:28:16,030
they want it in every

895
00:28:16,030 –> 00:28:19,160
platform, and they would love to see that integration happening, and the

896
00:28:19,160 –> 00:28:20,740
cloud breaks those barriers down,

897
00:28:20,740 –> 00:28:22,390
where you can actually implement

898
00:28:22,440 –> 00:28:24,310
a product, be integrated on a public

899
00:28:24,660 –> 00:28:25,780
cloud, and they get access

900
00:28:25,780 –> 00:28:27,050
to other ISVs or other

901
00:28:27,050 –> 00:28:28,550
products that you then can

902
00:28:28,550 –> 00:28:30,250
have a seamless experience going

903
00:28:30,250 –> 00:28:31,990
in between with, and I think that’s really the

904
00:28:31,990 –> 00:28:33,860
benefit that we’ve seen with Genesys and

905
00:28:33,860 –> 00:28:35,340
Azure. A user can pop

906
00:28:35,340 –> 00:28:37,250
into an Office 365 account,

907
00:28:37,620 –> 00:28:38,790
but then can immediately go

908
00:28:38,790 –> 00:28:40,900
into their Genesys platform, and all

909
00:28:41,000 –> 00:28:42,140
of their credentials, who they

910
00:28:42,140 –> 00:28:43,750
work for, what their organization

911
00:28:43,750 –> 00:28:45,180
is, is replicated in that

912
00:28:45,180 –> 00:28:46,910
exact same environment. That’s the

913
00:28:46,910 –> 00:28:48,530
power of cloud scalability and

914
00:28:48,530 –> 00:28:49,360
how we want to integrate

915
00:28:49,360 –> 00:28:52,140
across different products. The final

916
00:28:52,140 –> 00:28:53,880
thing I would say on the

917
00:28:53,880 –> 00:28:55,770
power of Azure is this

918
00:28:56,110 –> 00:28:58,410
foundation at scale, to make

919
00:28:58,410 –> 00:29:00,210
sure that we’re secure. We’ve

920
00:29:00,210 –> 00:29:01,870
got the physical data center,

921
00:29:01,950 –> 00:29:03,250
we’ve got this global cloud

922
00:29:03,250 –> 00:29:04,560
infrastructure out there, and then

923
00:29:04,560 –> 00:29:06,210
we’ve got this operational security

924
00:29:06,210 –> 00:29:08,210
that happens at the forefront.

925
00:29:08,700 –> 00:29:10,980
When we were first launching

926
00:29:10,980 –> 00:29:13,240
our cloud footprint, several years

927
00:29:13,240 –> 00:29:14,640
ago, we didn’t have data

928
00:29:14,640 –> 00:29:16,680
centers in every geographic location.

929
00:29:17,490 –> 00:29:19,480
The latency or the availability

930
00:29:19,480 –> 00:29:21,210
of data getting to you

931
00:29:21,210 –> 00:29:22,440
at the local environment was

932
00:29:22,440 –> 00:29:23,640
very challenging. If you think about

933
00:29:23,990 –> 00:29:24,960
that as a customer contact

934
00:29:24,960 –> 00:29:26,470
center, you can’t really log

935
00:29:26,470 –> 00:29:27,870
into a customer profile and

936
00:29:27,870 –> 00:29:29,320
then watch that spinning wheel

937
00:29:29,320 –> 00:29:30,390
while you’re trying to pull

938
00:29:30,390 –> 00:29:33,010
data across geographic time zones.

939
00:29:33,310 –> 00:29:34,650
Now, because we’ve got all

940
00:29:34,650 –> 00:29:35,920
these different data centers over

941
00:29:35,920 –> 00:29:37,610
a hundred now worldwide, and

942
00:29:37,610 –> 00:29:39,310
because we’re replicating backup data

943
00:29:39,310 –> 00:29:40,780
in a constant basis between

944
00:29:40,780 –> 00:29:42,700
data centers, you always have

945
00:29:42,740 –> 00:29:45,400
super high availability scenarios where

946
00:29:45,400 –> 00:29:47,850
data and customer experiences are seamless

947
00:29:48,040 –> 00:29:49,670
and they’re connected. You’re always

948
00:29:49,670 –> 00:29:52,030
connected to the latest best

949
00:29:52,030 –> 00:29:53,970
in time information about your

950
00:29:53,970 –> 00:29:55,900
customer and your experience. That

951
00:29:55,900 –> 00:29:57,390
not only obviously improves the

952
00:29:57,390 –> 00:29:59,870
customer experience, improves your employee experience

953
00:30:00,700 –> 00:30:01,750
for how they’re leveraging the

954
00:30:01,750 –> 00:30:02,830
tools and how they have

955
00:30:02,830 –> 00:30:08,610
access to information. Excellent. With

956
00:30:08,610 –> 00:30:10,580
that, I’m going to move us

957
00:30:10,580 –> 00:30:12,190
to the topic, which is

958
00:30:12,910 –> 00:30:13,970
just one certainly I know

959
00:30:13,970 –> 00:30:14,960
all of us at Genesys are

960
00:30:14,960 –> 00:30:16,780
very proud of, is that

961
00:30:16,860 –> 00:30:19,040
Microsoft is one of our,

962
00:30:19,520 –> 00:30:20,500
by all means, smart key

963
00:30:20,500 –> 00:30:23,070
customers. David, Jeff, I don’t

964
00:30:23,070 –> 00:30:23,360
know if you want to

965
00:30:23,360 –> 00:30:24,590
share a little bit about

966
00:30:24,910 –> 00:30:26,730
Microsoft as a Genesys customer.

967
00:30:27,780 –> 00:30:29,030
Yeah. What I will say

968
00:30:29,030 –> 00:30:30,500
is we’ve used Genesys and

969
00:30:30,500 –> 00:30:32,030
the Genesys platform for years,

970
00:30:32,060 –> 00:30:33,220
and I’ll tell you the

971
00:30:33,220 –> 00:30:34,620
three reasons why is one,

972
00:30:34,990 –> 00:30:35,810
it’s an all in one

973
00:30:35,810 –> 00:30:37,180
shop, and that’s the simplest way

974
00:30:37,660 –> 00:30:38,450
I can put it. It

975
00:30:38,450 –> 00:30:40,940
captures data and touches across

976
00:30:40,940 –> 00:30:43,070
multiple, that omni- channel experience

977
00:30:43,070 –> 00:30:44,160
and helps us aggregate it.

978
00:30:44,900 –> 00:30:47,320
Number two, the customization that

979
00:30:47,320 –> 00:30:48,130
we’re allowed to do on

980
00:30:48,130 –> 00:30:50,160
top of that is really important

981
00:30:50,160 –> 00:30:50,900
for us. I talked about some of

982
00:30:51,480 –> 00:30:52,440
the analytics that we can

983
00:30:52,440 –> 00:30:53,910
drive out of Genesys to

984
00:30:53,910 –> 00:30:55,410
figure out better scripting for

985
00:30:55,410 –> 00:30:57,020
the repeat college scenario, as

986
00:30:57,050 –> 00:30:58,390
an example. The fact that

987
00:30:58,390 –> 00:30:59,730
we can leverage the data and

988
00:31:00,100 –> 00:31:01,760
the infrastructure within Genesys to

989
00:31:01,760 –> 00:31:03,570
develop smarter bots and virtual

990
00:31:03,570 –> 00:31:05,890
assistants and virtual agent work

991
00:31:05,890 –> 00:31:07,840
is really, really important. How

992
00:31:07,840 –> 00:31:09,270
we take the Genesys platform

993
00:31:09,270 –> 00:31:11,530
and then can use the analytics and information that

994
00:31:11,530 –> 00:31:13,040
we’re capturing there to make

995
00:31:13,040 –> 00:31:14,840
the entire experience ecosystem better

996
00:31:15,370 –> 00:31:16,370
is a lot more valuable

997
00:31:16,370 –> 00:31:18,530
for us. Then number three,

998
00:31:19,090 –> 00:31:20,610
the Genesys platform is secure,

999
00:31:20,830 –> 00:31:22,900
it’s reliable, and it actually

1000
00:31:22,900 –> 00:31:24,400
does all the functionality that

1001
00:31:24,400 –> 00:31:25,090
we need it to do.

1002
00:31:25,090 –> 00:31:26,540
If you think about working

1003
00:31:26,540 –> 00:31:29,050
through a customer contact scenarios

1004
00:31:29,050 –> 00:31:30,190
and how we’re helping. Yeah,

1005
00:31:30,190 –> 00:31:32,140
we’ve been a Genesys customer

1006
00:31:32,140 –> 00:31:33,170
for a long time. In

1007
00:31:33,270 –> 00:31:35,120
fact, when I think about the

1008
00:31:35,120 –> 00:31:36,780
volume of activity that we’ve

1009
00:31:36,780 –> 00:31:38,580
managed through that infrastructure, I

1010
00:31:38,580 –> 00:31:40,500
mean 73 million calls per

1011
00:31:40,500 –> 00:31:41,880
year, by the way, this

1012
00:31:41,880 –> 00:31:44,480
slide is from January. That’s

1013
00:31:44,480 –> 00:31:45,510
already up to over 80

1014
00:31:45,510 –> 00:31:46,920
million calls now, is our

1015
00:31:46,920 –> 00:31:48,020
run rate right now per

1016
00:31:48,020 –> 00:31:49,620
year, which is incredible. We

1017
00:31:49,620 –> 00:31:52,680
now train over 32,000 agents

1018
00:31:52,680 –> 00:31:54,500
on an annual basis of

1019
00:31:54,500 –> 00:31:55,750
how they need to support

1020
00:31:55,930 –> 00:31:58,120
and interact with customers. These

1021
00:31:58,120 –> 00:32:00,740
are dispersed across 160 different

1022
00:32:00,740 –> 00:32:02,720
countries with different language and

1023
00:32:02,720 –> 00:32:05,270
localization scenarios. We’ve got now

1024
00:32:05,270 –> 00:32:07,340
85 call centers that we

1025
00:32:07,340 –> 00:32:09,110
actually take direct integration with

1026
00:32:09,110 –> 00:32:10,750
customers. In fact, one of

1027
00:32:10,750 –> 00:32:12,400
our sales teams is now

1028
00:32:12,400 –> 00:32:13,660
primarily driven out of a

1029
00:32:13,660 –> 00:32:15,500
call center where we’re actually

1030
00:32:15,500 –> 00:32:18,230
delivering customer relationships and technology

1031
00:32:18,230 –> 00:32:20,240
pitches through a call center

1032
00:32:20,240 –> 00:32:22,560
infrastructure. How we embed our

1033
00:32:22,560 –> 00:32:24,410
product sales strategy and our

1034
00:32:24,410 –> 00:32:26,280
pricing terms into the Genesys

1035
00:32:26,280 –> 00:32:28,150
platform is another great example

1036
00:32:28,150 –> 00:32:29,650
of being able to leverage

1037
00:32:29,650 –> 00:32:30,770
the information we have on

1038
00:32:30,770 –> 00:32:31,850
customers to drive a more

1039
00:32:31,850 –> 00:32:34,820
personalized experience. We have over

1040
00:32:34,820 –> 00:32:37,410
130,000 individual conversations. Those are

1041
00:32:37,410 –> 00:32:39,100
in person conversations with people.

1042
00:32:39,810 –> 00:32:40,740
If you think about the

1043
00:32:40,740 –> 00:32:41,960
volume of calls that we

1044
00:32:41,960 –> 00:32:42,850
get and how many we

1045
00:32:42,850 –> 00:32:44,240
can solve virtually, it’s a

1046
00:32:44,240 –> 00:32:46,490
gigantic number. That’s the power

1047
00:32:46,490 –> 00:32:47,860
of again, analytics within the

1048
00:32:47,860 –> 00:32:50,460
platform. The last thing I

1049
00:32:50,460 –> 00:32:51,530
would say about this is,

1050
00:32:52,300 –> 00:32:54,020
we are a huge Genesys

1051
00:32:54,020 –> 00:32:55,310
customer, we’ve used the platform

1052
00:32:55,310 –> 00:32:56,780
for years. The reason why

1053
00:32:56,780 –> 00:32:57,770
we’re so excited and we’ve

1054
00:32:57,770 –> 00:32:59,130
invested so much into this

1055
00:32:59,130 –> 00:33:00,950
migration into the Azure story

1056
00:33:01,270 –> 00:33:02,490
is specifically because we need

1057
00:33:02,490 –> 00:33:03,990
that scale. We need more

1058
00:33:03,990 –> 00:33:05,250
data, we need more volume,

1059
00:33:05,250 –> 00:33:07,210
we need more integration to

1060
00:33:07,210 –> 00:33:09,090
drive a lot more volume

1061
00:33:09,090 –> 00:33:10,100
in analytics out of that

1062
00:33:10,100 –> 00:33:12,410
platform. I’m ecstatic that we’re

1063
00:33:12,410 –> 00:33:14,530
now migrating the on premises

1064
00:33:14,530 –> 00:33:15,700
piece into Azure, so we

1065
00:33:15,700 –> 00:33:17,160
can take care and take

1066
00:33:17,160 –> 00:33:18,760
advantage of all of those advantages

1067
00:33:18,850 –> 00:33:20,210
that public cloud brings while

1068
00:33:20,210 –> 00:33:21,860
still maintaining the experience and

1069
00:33:21,860 –> 00:33:23,300
usability of the Genesys platform.

1070
00:33:24,680 –> 00:33:26,460
Now, thanks David. That, I

1071
00:33:26,460 –> 00:33:28,980
think really highlights, I guess,

1072
00:33:29,060 –> 00:33:30,420
the power of the Genesys

1073
00:33:30,420 –> 00:33:32,330
Engage platform. Now we’re taking it to

1074
00:33:32,490 –> 00:33:33,250
the next level to give

1075
00:33:33,250 –> 00:33:35,310
a pathway to a secure

1076
00:33:35,670 –> 00:33:39,140
global and scalable global cloud

1077
00:33:39,140 –> 00:33:41,130
platform like Azure. What we

1078
00:33:41,130 –> 00:33:43,030
see is, it’s really providing

1079
00:33:43,030 –> 00:33:46,470
that pathway. Again, that hybrid

1080
00:33:46,470 –> 00:33:48,840
pathway for customers, because one

1081
00:33:48,840 –> 00:33:49,360
of the things that I

1082
00:33:49,360 –> 00:33:50,730
love about the Microsoft story

1083
00:33:50,730 –> 00:33:53,750
with Engage is you’ve got

1084
00:33:53,900 –> 00:33:55,990
that platform there that you

1085
00:33:55,990 –> 00:33:56,570
have all this out of

1086
00:33:56,570 –> 00:33:58,090
the box capability, but you

1087
00:33:58,090 –> 00:33:59,930
can also craft it, customize

1088
00:33:59,930 –> 00:34:01,380
it and integrate it in

1089
00:34:01,380 –> 00:34:02,610
a way that suits your

1090
00:34:02,610 –> 00:34:06,370
business. You can really maximize

1091
00:34:06,370 –> 00:34:07,300
that investment, but at the

1092
00:34:07,300 –> 00:34:08,750
same time, control the customer

1093
00:34:09,070 –> 00:34:11,320
experience and a great story.

1094
00:34:11,320 –> 00:34:15,300
Thank you. Jeff, that leads

1095
00:34:15,300 –> 00:34:16,840
us actually to… it’s our

1096
00:34:16,840 –> 00:34:18,420
segue into the next topic,

1097
00:34:18,420 –> 00:34:20,730
which is taking that personalized

1098
00:34:20,730 –> 00:34:23,110
customer experience and delivering that

1099
00:34:23,110 –> 00:34:25,500
with cloud- based contact center.

1100
00:34:27,280 –> 00:34:32,240
Thanks Bobbi. We’ve talked about

1101
00:34:32,380 –> 00:34:34,630
the importance of personalization and

1102
00:34:34,630 –> 00:34:36,610
we’ve talked about the trend

1103
00:34:36,640 –> 00:34:38,380
and obviously the desire about

1104
00:34:38,380 –> 00:34:39,440
moving into the cloud as

1105
00:34:39,440 –> 00:34:40,810
well, but at the same

1106
00:34:40,810 –> 00:34:42,270
time, how do you bring

1107
00:34:42,270 –> 00:34:44,030
that personalization and moving to

1108
00:34:44,030 –> 00:34:44,890
the cloud together at the

1109
00:34:44,890 –> 00:34:49,120
same time? What we see

1110
00:34:49,160 –> 00:34:52,580
is that sophisticated enterprises are

1111
00:34:52,690 –> 00:34:54,100
really looking for some key

1112
00:34:54,100 –> 00:34:55,510
elements that we’ve already started

1113
00:34:55,510 –> 00:34:56,960
touching on, and that is

1114
00:34:57,160 –> 00:34:58,270
they want to provide that

1115
00:34:58,270 –> 00:35:01,240
great customer experience really, and

1116
00:35:01,240 –> 00:35:02,940
that’s across all touch points,

1117
00:35:03,130 –> 00:35:04,300
across all parts of the

1118
00:35:04,300 –> 00:35:06,470
business, no matter who I

1119
00:35:06,480 –> 00:35:08,300
interact with, what I interact

1120
00:35:08,300 –> 00:35:09,620
with, when I interact, and

1121
00:35:09,620 –> 00:35:11,420
how I interact, I want

1122
00:35:12,070 –> 00:35:13,060
you to know me, I

1123
00:35:13,060 –> 00:35:14,410
want you to understand me,

1124
00:35:14,470 –> 00:35:16,640
I want that empathetic connection.

1125
00:35:17,700 –> 00:35:18,460
It’s really being able to

1126
00:35:18,460 –> 00:35:20,470
drive those moments of truth.

1127
00:35:20,920 –> 00:35:23,240
The same time, access to

1128
00:35:23,240 –> 00:35:24,720
innovation. We talked about that

1129
00:35:24,720 –> 00:35:28,190
hybrid model in the cloud

1130
00:35:28,610 –> 00:35:30,750
Genesys Engage on Azure is

1131
00:35:30,750 –> 00:35:35,250
developing innovation around the things

1132
00:35:35,250 –> 00:35:36,040
that matter. They’re going to

1133
00:35:36,040 –> 00:35:38,390
drive efficiencies and improve that

1134
00:35:38,390 –> 00:35:41,120
personalization. Really, at the end

1135
00:35:41,120 –> 00:35:42,370
of the day, provide that

1136
00:35:42,380 –> 00:35:45,340
customer experience. That’s utilizing technologies around

1137
00:35:45,340 –> 00:35:47,730
AI, machine learning, creating those

1138
00:35:47,730 –> 00:35:49,270
self- service bots, but at

1139
00:35:49,270 –> 00:35:52,350
the same time, predicting what

1140
00:35:52,350 –> 00:35:53,540
the best way to provide

1141
00:35:53,540 –> 00:35:55,610
that experience through predictive engagement

1142
00:35:55,770 –> 00:35:57,340
or the way we assist

1143
00:35:57,660 –> 00:35:59,590
our agents to service those

1144
00:35:59,590 –> 00:36:04,320
customers. At the same time,

1145
00:36:04,320 –> 00:36:04,980
what we want to be

1146
00:36:04,980 –> 00:36:06,450
able to do is not

1147
00:36:06,450 –> 00:36:07,700
just provide access to this

1148
00:36:07,700 –> 00:36:09,850
innovation and these customer experiences,

1149
00:36:09,850 –> 00:36:12,870
but choice and flexibility, because

1150
00:36:15,070 –> 00:36:19,230
sophisticated enterprises are really wanting

1151
00:36:19,240 –> 00:36:20,500
choice in the way they

1152
00:36:20,500 –> 00:36:22,750
deploy that’s going to meet their

1153
00:36:22,750 –> 00:36:24,810
needs at an architectural level,

1154
00:36:25,020 –> 00:36:27,530
a network level, communications level,

1155
00:36:27,800 –> 00:36:28,640
and the way they want

1156
00:36:28,640 –> 00:36:30,250
to manage their resources at

1157
00:36:30,250 –> 00:36:32,710
an operational level, and decide

1158
00:36:32,710 –> 00:36:33,500
when they move to the

1159
00:36:33,500 –> 00:36:35,410
cloud and at what pace.

1160
00:36:35,410 –> 00:36:39,080
What this has the impact

1161
00:36:39,080 –> 00:36:41,640
of really allowing organizations to

1162
00:36:41,640 –> 00:36:44,390
do is maintain control that

1163
00:36:44,390 –> 00:36:47,500
suits their business requirements. If

1164
00:36:47,500 –> 00:36:48,650
you can maintain the right

1165
00:36:48,650 –> 00:36:50,120
levels of control, and knowing

1166
00:36:50,120 –> 00:36:51,220
that you’ve got the right

1167
00:36:51,220 –> 00:36:53,500
partners like Microsoft and Genesys

1168
00:36:53,900 –> 00:36:55,620
to provide the platform to scale and

1169
00:36:55,620 –> 00:36:58,100
grow into the cloud and

1170
00:36:58,450 –> 00:37:00,100
integrate with your premise solution

1171
00:37:00,100 –> 00:37:01,710
around innovation, then you can

1172
00:37:01,710 –> 00:37:02,610
start looking at how you

1173
00:37:02,610 –> 00:37:04,910
reduce costs, but more importantly,

1174
00:37:04,950 –> 00:37:06,480
how you provide that experience

1175
00:37:06,570 –> 00:37:10,950
and really provide that moment

1176
00:37:10,950 –> 00:37:15,280
of truth. What we’re talking

1177
00:37:15,760 –> 00:37:17,190
about really is what we’ve

1178
00:37:17,190 –> 00:37:19,620
announced last month with Microsoft, and that was

1179
00:37:20,110 –> 00:37:22,030
around Genesys Engage on Microsoft

1180
00:37:22,030 –> 00:37:24,700
Azure, Bobbi. It is, and

1181
00:37:24,700 –> 00:37:26,340
it’s very exciting. I know

1182
00:37:26,340 –> 00:37:28,170
we are heads down with

1183
00:37:28,200 –> 00:37:30,140
2020 with the work that

1184
00:37:30,140 –> 00:37:32,410
we are doing. Jeff, David,

1185
00:37:32,410 –> 00:37:33,440
if you want to give us

1186
00:37:33,440 –> 00:37:34,470
a little bit more insight

1187
00:37:34,470 –> 00:37:35,700
into what we’re doing putting

1188
00:37:35,700 –> 00:37:37,210
Engage on Azure, and I

1189
00:37:37,210 –> 00:37:38,590
know that the topic is probably going to

1190
00:37:38,590 –> 00:37:41,380
lead us into containers. Yes.

1191
00:37:43,400 –> 00:37:45,360
Genesys Engage has been… we’ve

1192
00:37:45,360 –> 00:37:46,900
had customers for many years.

1193
00:37:47,470 –> 00:37:48,410
You’ve heard the story about

1194
00:37:48,670 –> 00:37:51,540
Microsoft on Genesys Engage and what they’re

1195
00:37:51,540 –> 00:37:52,700
doing, and how they’re really

1196
00:37:53,020 –> 00:37:55,100
driving their customer experience. We’re

1197
00:37:55,420 –> 00:37:56,890
really proud of what we’re

1198
00:37:56,890 –> 00:37:57,950
doing with Microsoft, but we’re

1199
00:37:57,950 –> 00:37:59,400
really proud of how we’re

1200
00:37:59,400 –> 00:38:02,010
helping companies provide that personalization

1201
00:38:02,010 –> 00:38:03,680
and that experience. But one

1202
00:38:03,710 –> 00:38:05,080
of the things to really

1203
00:38:05,080 –> 00:38:06,480
scale and grow for these

1204
00:38:06,570 –> 00:38:10,150
large enterprises that need choice

1205
00:38:10,150 –> 00:38:12,080
in architecture is, with Genesys

1206
00:38:12,080 –> 00:38:13,790
Engage on Microsoft Azure, which

1207
00:38:13,790 –> 00:38:15,690
we announced last month, we’re

1208
00:38:15,690 –> 00:38:19,410
actually architecting the whole solution

1209
00:38:19,500 –> 00:38:22,480
using containers and containerization technology.

1210
00:38:22,480 –> 00:38:24,100
I just want to spend

1211
00:38:24,100 –> 00:38:24,810
a moment on some of

1212
00:38:25,580 –> 00:38:27,700
the advantages of why containers

1213
00:38:27,700 –> 00:38:29,250
are an important technology and

1214
00:38:29,250 –> 00:38:30,480
what this will mean for

1215
00:38:30,480 –> 00:38:31,870
customers that are looking to

1216
00:38:31,870 –> 00:38:33,810
move to the cloud, and

1217
00:38:33,810 –> 00:38:34,940
not just in the cloud,

1218
00:38:34,940 –> 00:38:36,290
but into private models as

1219
00:38:36,290 –> 00:38:39,910
well. By using cloud technology

1220
00:38:40,040 –> 00:38:42,510
is a continual upgrade cycle.

1221
00:38:42,820 –> 00:38:44,230
That rather than in a

1222
00:38:44,230 –> 00:38:46,510
premise situation where you have

1223
00:38:46,510 –> 00:38:48,240
to do upgrades, run business

1224
00:38:48,240 –> 00:38:50,120
cases and prove out the

1225
00:38:50,120 –> 00:38:52,220
return in investment. It’s very

1226
00:38:52,220 –> 00:38:53,770
much could be years behind

1227
00:38:53,770 –> 00:38:54,940
the cycle of when the

1228
00:38:54,940 –> 00:38:56,300
features and capabilities that are

1229
00:38:56,300 –> 00:38:58,660
delivered by Genesys and Microsoft are

1230
00:38:58,660 –> 00:39:01,930
available. Now, using cloud technology,

1231
00:39:01,980 –> 00:39:03,220
that’s one of the advantages,

1232
00:39:04,630 –> 00:39:06,910
have access to it immediately.

1233
00:39:06,910 –> 00:39:10,050
That can be delivered in

1234
00:39:10,050 –> 00:39:11,250
the cloud through a public

1235
00:39:11,250 –> 00:39:12,820
cloud, all through a private

1236
00:39:12,820 –> 00:39:14,150
cloud on your own premise

1237
00:39:14,150 –> 00:39:16,310
using container technology, which is

1238
00:39:16,310 –> 00:39:18,230
a cloud technology. This makes

1239
00:39:18,230 –> 00:39:19,960
it very easy to manage

1240
00:39:20,380 –> 00:39:22,710
a single architecture. At the

1241
00:39:22,710 –> 00:39:25,030
same time, it gives customers

1242
00:39:25,030 –> 00:39:27,650
control on when and how

1243
00:39:27,650 –> 00:39:29,080
they deploy this to suit

1244
00:39:29,160 –> 00:39:33,740
their business. With that, what

1245
00:39:33,740 –> 00:39:35,990
we have done with Genesys

1246
00:39:36,340 –> 00:39:37,470
Engage on Azure, it’s a

1247
00:39:37,470 –> 00:39:40,740
full multi- cloud model, completely

1248
00:39:40,740 –> 00:39:44,130
re- architected using containerization technology.

1249
00:39:45,130 –> 00:39:46,190
That will ensure that the

1250
00:39:46,190 –> 00:39:49,450
most challenging enterprises that have

1251
00:39:49,450 –> 00:39:53,540
really complex communications need, network

1252
00:39:53,540 –> 00:39:56,470
needs, security needs have choice

1253
00:39:56,470 –> 00:39:57,500
in the way they want

1254
00:39:57,500 –> 00:39:58,750
to deliver it. Be it

1255
00:39:58,840 –> 00:40:01,010
public cloud on Azure, be

1256
00:40:01,010 –> 00:40:03,010
a private cloud on premise

1257
00:40:03,010 –> 00:40:05,220
Azure stack. You’ll be able

1258
00:40:05,220 –> 00:40:06,900
to have those choices in

1259
00:40:06,950 –> 00:40:08,800
design or even in a

1260
00:40:08,800 –> 00:40:10,840
hybrid model. That’s going to

1261
00:40:10,840 –> 00:40:12,890
reduce the use of virtual

1262
00:40:12,890 –> 00:40:14,910
machines, which has a lot of

1263
00:40:14,910 –> 00:40:17,940
footprint using containers, but it

1264
00:40:17,940 –> 00:40:19,910
also allows complete orchestration at

1265
00:40:19,910 –> 00:40:23,630
an operational level. Now, on

1266
00:40:23,630 –> 00:40:25,140
that, David, you’ve got some

1267
00:40:25,140 –> 00:40:26,860
thoughts on that? Yeah, for

1268
00:40:26,860 –> 00:40:28,550
sure. I thought Ben actually

1269
00:40:28,550 –> 00:40:29,330
asked a question here, is

1270
00:40:29,330 –> 00:40:33,240
Genesys Microsoft offering going to

1271
00:40:33,240 –> 00:40:35,440
go market on Microsoft Azure?

1272
00:40:35,440 –> 00:40:36,590
Absolutely. That’s why we’re here and

1273
00:40:36,710 –> 00:40:37,670
we’re talking about it. I

1274
00:40:37,670 –> 00:40:39,140
think the power of containers,

1275
00:40:39,140 –> 00:40:40,360
if we think about technical

1276
00:40:40,650 –> 00:40:43,150
integrity of a product, what

1277
00:40:43,410 –> 00:40:44,770
containers allows us to do

1278
00:40:44,820 –> 00:40:46,100
when we put the technology

1279
00:40:46,100 –> 00:40:47,490
into these blocks is allow

1280
00:40:47,490 –> 00:40:48,650
them to easily pour in

1281
00:40:48,650 –> 00:40:50,700
between these environments on premise

1282
00:40:50,940 –> 00:40:52,450
to a public cloud, public

1283
00:40:52,450 –> 00:40:53,670
cloud to public cloud and

1284
00:40:53,670 –> 00:40:54,790
integrate a little bit better.

1285
00:40:55,170 –> 00:40:55,980
The reason why you would

1286
00:40:55,980 –> 00:40:57,030
want to do that obviously

1287
00:40:57,030 –> 00:40:57,640
is because we’re going to

1288
00:40:57,640 –> 00:40:58,980
continue to innovate and drive

1289
00:40:58,980 –> 00:41:01,790
scale and products within Azure

1290
00:41:01,980 –> 00:41:03,110
that don’t exist on the

1291
00:41:03,110 –> 00:41:04,360
on premises side, or don’t

1292
00:41:04,360 –> 00:41:06,010
exist with our products on

1293
00:41:06,010 –> 00:41:07,070
premise, or maybe another public

1294
00:41:07,230 –> 00:41:09,440
provider doesn’t provide the same

1295
00:41:09,440 –> 00:41:11,580
extent toward. Instead of having

1296
00:41:11,580 –> 00:41:12,760
to re- architect the entire

1297
00:41:12,760 –> 00:41:13,950
solution, we can do it

1298
00:41:13,950 –> 00:41:15,860
in these blocks to make

1299
00:41:15,860 –> 00:41:17,090
sure that the Genesys platform

1300
00:41:17,090 –> 00:41:19,020
is taking advantage of the

1301
00:41:19,020 –> 00:41:20,490
best and brightest out of

1302
00:41:20,490 –> 00:41:21,990
a public cloud offering while

1303
00:41:21,990 –> 00:41:23,430
still maintaining the integrity of

1304
00:41:23,540 –> 00:41:25,090
the architecture that the Genesys

1305
00:41:25,090 –> 00:41:27,920
platform actually provides. Yes, we’re

1306
00:41:27,920 –> 00:41:30,040
offering this product on Microsoft,

1307
00:41:30,040 –> 00:41:31,460
but also think about containers

1308
00:41:31,460 –> 00:41:33,580
as an easier portability scenario

1309
00:41:34,090 –> 00:41:35,750
between cloud offerings or between

1310
00:41:35,750 –> 00:41:37,670
on premise and cloud, and really

1311
00:41:37,670 –> 00:41:39,480
enabling that multi- cloud multi-

1312
00:41:39,660 –> 00:41:44,400
user experience model. When we

1313
00:41:44,400 –> 00:41:45,860
first started talking about containers,

1314
00:41:45,860 –> 00:41:47,080
we had used the phrase

1315
00:41:47,080 –> 00:41:48,290
that really what they are

1316
00:41:48,290 –> 00:41:49,870
is they’re cloud ready. Even

1317
00:41:50,260 –> 00:41:51,480
if you’re still using it

1318
00:41:51,860 –> 00:41:53,290
to begin with on premise,

1319
00:41:53,290 –> 00:41:55,580
as you currently have, they

1320
00:41:55,580 –> 00:41:56,740
really set you up nicely

1321
00:41:56,740 –> 00:41:58,820
for when you’re ready to

1322
00:41:58,820 –> 00:42:03,750
make that move. Thanks Bobbi.

1323
00:42:03,750 –> 00:42:07,820
Look, we believe this technology

1324
00:42:07,940 –> 00:42:10,640
will ensure that customers who

1325
00:42:10,640 –> 00:42:12,250
invest, not just in Genesys

1326
00:42:12,250 –> 00:42:14,650
Engage and Microsoft, but also

1327
00:42:14,650 –> 00:42:17,280
gives them future choice and

1328
00:42:17,280 –> 00:42:18,870
flexibility in the way they

1329
00:42:18,870 –> 00:42:21,010
architect control and manage, at

1330
00:42:21,360 –> 00:42:22,660
the same time, continuing to

1331
00:42:22,660 –> 00:42:25,090
deliver that personalized experience. We’re

1332
00:42:25,090 –> 00:42:28,700
really excited, one about our

1333
00:42:28,730 –> 00:42:30,590
partnership with Microsoft, but more

1334
00:42:30,590 –> 00:42:32,890
importantly, around how we’re going

1335
00:42:32,890 –> 00:42:35,560
to really help customers deliver

1336
00:42:35,560 –> 00:42:40,270
that personalized experience. All right.

1337
00:42:40,270 –> 00:42:42,460
On that note, and actually,

1338
00:42:42,460 –> 00:42:43,100
I will just give a

1339
00:42:43,100 –> 00:42:43,970
quick shout out. I know

1340
00:42:43,970 –> 00:42:45,450
we’ve had some questions coming

1341
00:42:45,450 –> 00:42:47,410
in. Please feel free to

1342
00:42:47,560 –> 00:42:49,170
tap into the Q&A, and we’ll

1343
00:42:49,170 –> 00:42:50,730
ask as we go, or

1344
00:42:50,730 –> 00:42:52,070
certainly we’ll save some time

1345
00:42:52,070 –> 00:42:52,970
at the end to hit

1346
00:42:52,970 –> 00:42:55,340
those questions. With that, the

1347
00:42:55,370 –> 00:42:57,110
next topic that we’re looking

1348
00:42:57,110 –> 00:42:58,270
to, Jeff, I know you

1349
00:42:58,270 –> 00:43:00,340
put together… we’ve all been

1350
00:43:00,340 –> 00:43:02,830
talking about the personalization and

1351
00:43:02,830 –> 00:43:04,400
the value of it. I

1352
00:43:04,400 –> 00:43:05,290
know you put together a

1353
00:43:05,290 –> 00:43:06,220
way for all of us

1354
00:43:06,220 –> 00:43:07,880
to actually see it in

1355
00:43:07,880 –> 00:43:10,020
an example. Yeah, no, thanks

1356
00:43:10,020 –> 00:43:12,520
Bobbi. Look, I’m really excited to

1357
00:43:12,750 –> 00:43:14,950
bring this to life. It’s

1358
00:43:15,350 –> 00:43:16,140
great to be able to talk

1359
00:43:16,410 –> 00:43:17,600
about it, but it’s great to see it come

1360
00:43:17,600 –> 00:43:18,860
to life. I’d like to

1361
00:43:19,570 –> 00:43:22,910
paint out a scenario. Imagine

1362
00:43:22,910 –> 00:43:24,000
being able to build a

1363
00:43:24,000 –> 00:43:26,520
personal concierge for every one

1364
00:43:26,520 –> 00:43:28,490
of your customers. Now, with

1365
00:43:28,490 –> 00:43:29,800
this, I’d like you to keep

1366
00:43:29,850 –> 00:43:32,210
in mind three things. Number

1367
00:43:32,210 –> 00:43:35,080
one, we are proactively engaging

1368
00:43:35,080 –> 00:43:36,440
with each customer at the

1369
00:43:36,440 –> 00:43:38,820
moment of truth. It’s those

1370
00:43:38,820 –> 00:43:40,240
moments that really matter. That

1371
00:43:40,240 –> 00:43:42,270
moment we can create empathy

1372
00:43:42,270 –> 00:43:44,090
to show we really care

1373
00:43:44,090 –> 00:43:46,110
for our customers. The second

1374
00:43:46,110 –> 00:43:48,710
point is personalization, and that’s

1375
00:43:48,710 –> 00:43:50,130
the ability to really personalize

1376
00:43:50,130 –> 00:43:51,900
the content for every single

1377
00:43:51,900 –> 00:43:54,460
customer. The last is that

1378
00:43:54,460 –> 00:43:56,060
contextual experience. That is the

1379
00:43:56,440 –> 00:43:59,460
ability to retain and maintain

1380
00:43:59,460 –> 00:44:01,120
the context, no matter what

1381
00:44:01,120 –> 00:44:02,770
the channel and no matter how long they’ve

1382
00:44:02,770 –> 00:44:04,060
been a customer or how

1383
00:44:04,060 –> 00:44:05,310
long they’ve been engaged in

1384
00:44:05,310 –> 00:44:07,510
that particular conversation. What I’d like to

1385
00:44:08,090 –> 00:44:10,130
do to start the story

1386
00:44:10,180 –> 00:44:14,050
is introduced Cara. Now, Kara is

1387
00:44:14,050 –> 00:44:15,800
a young professional thinking about

1388
00:44:15,800 –> 00:44:17,220
buying a home and she’s

1389
00:44:17,220 –> 00:44:19,060
been a customer of Banco

1390
00:44:19,060 –> 00:44:20,200
D- Miro for some time.

1391
00:44:20,200 –> 00:44:20,970
She lives in a rented

1392
00:44:20,970 –> 00:44:23,440
apartment in Austin, and she

1393
00:44:23,440 –> 00:44:25,300
has this dream to own

1394
00:44:25,300 –> 00:44:27,650
a home. Now, one day

1395
00:44:27,650 –> 00:44:29,560
she receives a notification on

1396
00:44:29,560 –> 00:44:31,370
her app letting her about

1397
00:44:31,370 –> 00:44:33,240
the bank, and the bank

1398
00:44:33,240 –> 00:44:34,200
has some great offers for

1399
00:44:34,200 –> 00:44:35,420
anyone interested in a home

1400
00:44:35,420 –> 00:44:37,660
loan. She wants to learn

1401
00:44:37,660 –> 00:44:40,490
more and she logs in

1402
00:44:40,490 –> 00:44:42,090
using her username and password

1403
00:44:42,090 –> 00:44:44,160
on through the app. What

1404
00:44:44,160 –> 00:44:46,520
happens is she’s advised that

1405
00:44:46,520 –> 00:44:47,620
she needs a series of

1406
00:44:47,720 –> 00:44:50,020
documents to complete the loan

1407
00:44:50,020 –> 00:44:53,340
application. She doesn’t actually have

1408
00:44:53,340 –> 00:44:54,260
all days on a mobile

1409
00:44:54,260 –> 00:44:57,110
device. You can see here,

1410
00:44:57,170 –> 00:44:58,530
she’s going through the process,

1411
00:44:59,040 –> 00:45:01,330
and it requests her for

1412
00:45:01,330 –> 00:45:02,440
all these documents, which would

1413
00:45:02,440 –> 00:45:03,640
be part of that loan

1414
00:45:03,640 –> 00:45:06,780
application. Now, Cara thinks, look,

1415
00:45:06,780 –> 00:45:07,580
I don’t actually have all

1416
00:45:07,580 –> 00:45:09,220
my documents on my mobile

1417
00:45:09,220 –> 00:45:10,470
phone, what I’m going to

1418
00:45:10,470 –> 00:45:11,590
do, I’ll come back later

1419
00:45:11,590 –> 00:45:12,300
when I can sit in

1420
00:45:12,340 –> 00:45:13,850
front of my computer, I’ve

1421
00:45:13,850 –> 00:45:14,540
got access to all my

1422
00:45:14,540 –> 00:45:17,720
documents, and I’ll fill out

1423
00:45:17,720 –> 00:45:21,840
this mortgage application. Cara comes

1424
00:45:21,840 –> 00:45:23,960
back a little bit later

1425
00:45:24,030 –> 00:45:27,010
to the website, logs in,

1426
00:45:29,110 –> 00:45:31,170
and what happens is she’s

1427
00:45:31,170 –> 00:45:34,670
surprised and delighted that when

1428
00:45:34,670 –> 00:45:35,520
she has logged in on

1429
00:45:35,520 –> 00:45:36,880
the web, the bank actually

1430
00:45:36,880 –> 00:45:39,790
has welcomed her back, but

1431
00:45:39,790 –> 00:45:41,940
more importantly, understands what she’s

1432
00:45:41,940 –> 00:45:44,020
been doing, and even offers

1433
00:45:44,020 –> 00:45:45,330
to take her back to

1434
00:45:45,370 –> 00:45:47,620
where she left off, so

1435
00:45:47,870 –> 00:45:49,950
Cara begins the process of

1436
00:45:49,950 –> 00:45:51,920
filling out the information required.

1437
00:45:51,920 –> 00:45:57,130
Here’s the request for the

1438
00:45:57,130 –> 00:46:01,040
documents. She’s got the context, doesn’t

1439
00:46:01,040 –> 00:46:01,990
need to repeat, doesn’t need

1440
00:46:02,240 –> 00:46:04,830
to go looking, and starts

1441
00:46:04,830 –> 00:46:07,830
the process here. Now, in

1442
00:46:07,830 –> 00:46:08,900
the background here, you can

1443
00:46:08,900 –> 00:46:10,220
see we’ve got the process

1444
00:46:10,220 –> 00:46:12,700
starting, but also on the

1445
00:46:12,700 –> 00:46:13,790
right hand side, you can

1446
00:46:13,790 –> 00:46:16,360
start seeing Genesys predictive engagement

1447
00:46:16,360 –> 00:46:18,470
at work trying to understand

1448
00:46:18,470 –> 00:46:20,010
her experience within the journey.

1449
00:46:20,730 –> 00:46:21,840
Now, if you look at the right

1450
00:46:21,840 –> 00:46:23,720
hand side ingrained, this is

1451
00:46:23,720 –> 00:46:25,710
the active session, but what

1452
00:46:25,710 –> 00:46:27,760
you see below also is

1453
00:46:27,840 –> 00:46:28,860
the session early in the

1454
00:46:28,860 –> 00:46:29,980
day through the mobile app

1455
00:46:30,400 –> 00:46:32,120
and many other interactions previously

1456
00:46:32,120 –> 00:46:32,830
with the bank as well.

1457
00:46:32,860 –> 00:46:34,820
Now, this is about moving

1458
00:46:34,820 –> 00:46:37,610
to long, lived engagements across

1459
00:46:37,610 –> 00:46:39,980
multiple linked interaction channels to

1460
00:46:39,980 –> 00:46:41,900
really track the history of

1461
00:46:41,900 –> 00:46:43,390
that customer with the brand.

1462
00:46:45,110 –> 00:46:47,750
Now, as she continues to

1463
00:46:47,750 –> 00:46:48,850
move through the process on

1464
00:46:48,860 –> 00:46:50,150
the left there, she has

1465
00:46:50,150 –> 00:46:51,860
identified into a series of

1466
00:46:51,860 –> 00:46:55,200
segments. You can see she has been

1467
00:46:55,200 –> 00:46:58,220
identified as an existing customer,

1468
00:46:58,750 –> 00:46:59,500
as a customer with a

1469
00:46:59,500 –> 00:47:01,740
great credit score, and somebody

1470
00:47:01,740 –> 00:47:03,150
who is now a mortgage

1471
00:47:03,150 –> 00:47:06,590
prospect. This, in real time,

1472
00:47:06,760 –> 00:47:08,930
is assessing what segments she’s

1473
00:47:08,930 –> 00:47:11,600
qualified for based on the

1474
00:47:11,600 –> 00:47:13,300
information that we know about Cara,

1475
00:47:13,300 –> 00:47:15,720
but more importantly also, what she’s entering

1476
00:47:15,770 –> 00:47:18,940
at that time. We’ve identified

1477
00:47:18,940 –> 00:47:21,530
her, and as she’s trying

1478
00:47:21,530 –> 00:47:22,960
to complete that loan application,

1479
00:47:22,960 –> 00:47:24,470
you can see that the

1480
00:47:24,480 –> 00:47:26,310
likelihood to a successful outcome

1481
00:47:26,310 –> 00:47:28,810
is continuing to improve. Now,

1482
00:47:28,950 –> 00:47:31,690
as this happens, the bank

1483
00:47:31,690 –> 00:47:33,770
continues to learn more. This

1484
00:47:33,770 –> 00:47:35,260
is going to be a continual part

1485
00:47:35,260 –> 00:47:37,900
of that approval process. Now,

1486
00:47:38,700 –> 00:47:39,720
here she comes to a

1487
00:47:39,720 –> 00:47:41,520
customer workflow, which can be

1488
00:47:41,520 –> 00:47:44,100
integrated into the Genesys platform.

1489
00:47:45,950 –> 00:47:46,980
The back office system here

1490
00:47:46,980 –> 00:47:48,430
is requesting a number of

1491
00:47:48,430 –> 00:47:50,960
files to be uploaded. Cara

1492
00:47:50,960 –> 00:47:53,810
starts uploading those documents and

1493
00:47:54,020 –> 00:47:57,860
submitting those. She comes to

1494
00:47:57,860 –> 00:47:59,990
the last one, and she

1495
00:47:59,990 –> 00:48:00,770
gets to the point where

1496
00:48:00,770 –> 00:48:01,920
she needs an employment letter.

1497
00:48:01,970 –> 00:48:03,090
Now, she actually doesn’t have

1498
00:48:03,090 –> 00:48:05,060
it handy, but she knows

1499
00:48:05,060 –> 00:48:06,440
where to get it. What

1500
00:48:06,440 –> 00:48:08,000
Cara does, she actually goes

1501
00:48:08,000 –> 00:48:09,410
to another browser window to

1502
00:48:09,410 –> 00:48:12,320
log into her company HR

1503
00:48:12,320 –> 00:48:15,360
system. Now, at this time,

1504
00:48:16,340 –> 00:48:18,370
Genesys predictive engagement is starting

1505
00:48:18,380 –> 00:48:19,620
to recognize there’s a break

1506
00:48:19,620 –> 00:48:21,760
in the workflow. What we want

1507
00:48:21,950 –> 00:48:22,820
to do is we want to make

1508
00:48:22,820 –> 00:48:24,360
sure we engage with Cara

1509
00:48:24,720 –> 00:48:26,540
at the right moment, and

1510
00:48:26,540 –> 00:48:28,560
more importantly, proactively serve a

1511
00:48:28,560 –> 00:48:30,530
chat to her to say

1512
00:48:30,530 –> 00:48:31,380
how we can help you.

1513
00:48:33,350 –> 00:48:34,530
We’ve recognized the break in

1514
00:48:34,530 –> 00:48:35,950
the workflow, we’ve sent a

1515
00:48:35,950 –> 00:48:38,710
pop up on the application

1516
00:48:38,710 –> 00:48:40,690
there, and it says, we

1517
00:48:40,690 –> 00:48:42,970
recognize something. What we’re doing

1518
00:48:42,970 –> 00:48:44,100
is we’re letting her know

1519
00:48:44,100 –> 00:48:45,410
that we’re really one step

1520
00:48:45,410 –> 00:48:46,960
ahead and we’re personalizing that

1521
00:48:46,960 –> 00:48:50,460
conversation with her. Now, so

1522
00:48:50,460 –> 00:48:54,650
Cara looks to engage because,

1523
00:48:54,650 –> 00:48:56,290
at this point, when she

1524
00:48:56,290 –> 00:48:58,740
answers, she expects that she’s

1525
00:48:58,740 –> 00:48:59,460
going to have to re-

1526
00:48:59,460 –> 00:49:01,580
explain what’s happening, and she’s

1527
00:49:01,580 –> 00:49:03,900
extremely surprised when… she can

1528
00:49:03,900 –> 00:49:04,950
see there’s a high level

1529
00:49:04,950 –> 00:49:08,130
of conversation intelligence, and that

1530
00:49:08,130 –> 00:49:09,940
we’re really able to retain the context here.

1531
00:49:10,970 –> 00:49:12,630
As Cara continues to interact

1532
00:49:12,630 –> 00:49:14,400
with the bot, and you

1533
00:49:14,400 –> 00:49:15,620
can see the conversation on

1534
00:49:15,620 –> 00:49:17,010
the right there, she’ll be

1535
00:49:17,010 –> 00:49:19,530
identified through the process that

1536
00:49:19,530 –> 00:49:20,740
she’s a first time buyer.

1537
00:49:21,720 –> 00:49:24,600
Now, as a result, with

1538
00:49:24,600 –> 00:49:26,330
our predictive routing at work,

1539
00:49:26,630 –> 00:49:27,500
what we can do is

1540
00:49:27,500 –> 00:49:29,370
we can make sure that

1541
00:49:29,750 –> 00:49:32,870
we can connect Cara with

1542
00:49:32,870 –> 00:49:34,490
the best agent that has

1543
00:49:34,490 –> 00:49:36,490
the best skills to help

1544
00:49:36,490 –> 00:49:38,410
her, and more importantly, to

1545
00:49:38,410 –> 00:49:39,360
help her as a first

1546
00:49:39,360 –> 00:49:42,420
time loan applicant. Now we’re

1547
00:49:42,420 –> 00:49:44,910
looking at the agent desktop.

1548
00:49:45,400 –> 00:49:46,480
What we can see here,

1549
00:49:46,510 –> 00:49:48,020
now, this is the first time

1550
00:49:48,320 –> 00:49:50,440
we’ve brought a live human

1551
00:49:50,440 –> 00:49:53,410
agent into the conversation and the process. Now

1552
00:49:53,830 –> 00:49:55,230
we’ve routed this conversation to

1553
00:49:55,230 –> 00:49:57,010
James, and you can see, here’s

1554
00:49:57,440 –> 00:49:58,920
a simplification of the agent

1555
00:49:58,920 –> 00:50:00,370
desktop, and on the top

1556
00:50:00,370 –> 00:50:01,350
of the screen, we’ve actually

1557
00:50:01,350 –> 00:50:02,260
made it a lot easier

1558
00:50:02,260 –> 00:50:03,900
for James, the agent, to

1559
00:50:03,900 –> 00:50:06,660
see all the information about

1560
00:50:06,660 –> 00:50:08,130
who the customer is, how

1561
00:50:08,130 –> 00:50:09,520
long she has been a customer and

1562
00:50:09,520 –> 00:50:10,530
what she’s trying to do,

1563
00:50:10,740 –> 00:50:11,990
and all the different segments

1564
00:50:11,990 –> 00:50:13,790
that she’s qualified into. James

1565
00:50:13,790 –> 00:50:14,770
can also see the full

1566
00:50:14,770 –> 00:50:18,570
transcription of that conversation between

1567
00:50:18,570 –> 00:50:20,210
Cara and the bot and

1568
00:50:20,210 –> 00:50:21,730
her entire experience in this

1569
00:50:21,730 –> 00:50:25,900
journey. Now, James also continues

1570
00:50:25,900 –> 00:50:27,610
to interact with Cara, but

1571
00:50:27,690 –> 00:50:29,630
our transcription services is helping

1572
00:50:29,630 –> 00:50:32,430
James. To make sure that

1573
00:50:32,430 –> 00:50:34,230
he’s understanding and being able

1574
00:50:34,230 –> 00:50:36,060
to really answer with the

1575
00:50:36,060 –> 00:50:38,180
right set of answer to

1576
00:50:38,180 –> 00:50:40,580
her questions, even more, you

1577
00:50:40,580 –> 00:50:41,990
can see, on the right

1578
00:50:41,990 –> 00:50:43,540
hand side here, that we’re

1579
00:50:43,540 –> 00:50:45,690
actually going to personalize the

1580
00:50:45,690 –> 00:50:47,710
answers that James can give

1581
00:50:47,710 –> 00:50:49,160
Cara that are specific to

1582
00:50:49,160 –> 00:50:51,510
her in this situation. Now,

1583
00:50:51,510 –> 00:50:53,050
James can give Cara answers

1584
00:50:53,050 –> 00:50:56,600
that will be specific. He’ll

1585
00:50:56,600 –> 00:50:58,050
know how long she’s been

1586
00:50:58,050 –> 00:50:59,900
a customer, and based on

1587
00:50:59,900 –> 00:51:02,050
that, he can see that

1588
00:51:02,120 –> 00:51:04,320
she has qualified for what

1589
00:51:04,320 –> 00:51:05,800
we call the customer loyalty

1590
00:51:05,800 –> 00:51:07,100
plus program, and that gives

1591
00:51:07,100 –> 00:51:08,540
her an even higher discount.

1592
00:51:08,970 –> 00:51:09,930
So as I continue this

1593
00:51:09,930 –> 00:51:13,480
interaction, what’s really happening is

1594
00:51:13,550 –> 00:51:15,010
we’re getting one step closer

1595
00:51:15,200 –> 00:51:16,530
to bring Cara to her home

1596
00:51:17,470 –> 00:51:20,720
dream of ownership, and obviously,

1597
00:51:21,130 –> 00:51:23,040
she’s been approved. Now, what

1598
00:51:23,360 –> 00:51:24,940
Genesys and Microsoft are doing here

1599
00:51:24,940 –> 00:51:28,300
is really creating those opportunities

1600
00:51:28,300 –> 00:51:29,620
to connect with the brand,

1601
00:51:30,570 –> 00:51:32,510
with the customer. It’s all

1602
00:51:32,510 –> 00:51:33,890
about those connections, making sure

1603
00:51:33,890 –> 00:51:35,510
we’re being proactive in the

1604
00:51:35,510 –> 00:51:37,010
right moment, the moment of

1605
00:51:37,010 –> 00:51:39,180
truth, and the moment that

1606
00:51:39,180 –> 00:51:40,250
we can take some action,

1607
00:51:40,250 –> 00:51:42,170
and the moment where agents are going to be able to

1608
00:51:42,170 –> 00:51:43,760
show empathy that builds that

1609
00:51:43,760 –> 00:51:46,530
loyalty. We’re personalizing the content to something

1610
00:51:47,070 –> 00:51:48,130
that feels like you’re talking

1611
00:51:48,130 –> 00:51:49,070
to me as the customer,

1612
00:51:50,120 –> 00:51:51,100
something about me as a

1613
00:51:51,100 –> 00:51:52,460
customer, and more importantly, we’re

1614
00:51:52,460 –> 00:51:54,540
retaining that context no matter

1615
00:51:54,550 –> 00:51:56,400
what digital channel or how

1616
00:51:56,400 –> 00:51:57,770
you’ve interacted over what period

1617
00:51:57,770 –> 00:51:59,590
of time. This is really

1618
00:52:00,090 –> 00:52:01,670
what personalization is about and

1619
00:52:01,670 –> 00:52:03,350
bringing experience as a service

1620
00:52:03,350 –> 00:52:08,400
to life. With that, I know we have just a few

1621
00:52:08,400 –> 00:52:09,700
moments left, so I want to I save just

1622
00:52:09,700 –> 00:52:11,340
a few minutes for questions.

1623
00:52:11,880 –> 00:52:12,880
Jeff, David, if you wouldn’t

1624
00:52:12,880 –> 00:52:15,410
mind just rounding out the

1625
00:52:15,410 –> 00:52:16,820
remainder of the information on

1626
00:52:16,820 –> 00:52:20,570
our strategic alliance. Sure. I’ll

1627
00:52:21,470 –> 00:52:23,370
I’ll do a quick overview.

1628
00:52:23,430 –> 00:52:25,430
Look, we’re real excited about

1629
00:52:25,830 –> 00:52:27,880
our partnership with Microsoft. We’ve

1630
00:52:27,880 –> 00:52:29,020
been working with Microsoft for

1631
00:52:29,020 –> 00:52:31,130
many years, but this partnership

1632
00:52:31,210 –> 00:52:32,040
is taking it to a

1633
00:52:32,040 –> 00:52:33,810
whole new level. What we’re

1634
00:52:33,810 –> 00:52:36,800
doing is we are integrating

1635
00:52:37,580 –> 00:52:40,080
Genesys Engage on Azure. There’s

1636
00:52:40,080 –> 00:52:41,350
been some questions, we’re looking

1637
00:52:41,350 –> 00:52:44,050
to deliver, for early adopters,

1638
00:52:44,050 –> 00:52:45,560
Genesys Engage on Azure in

1639
00:52:45,560 –> 00:52:46,900
Q3 this year, and we’re

1640
00:52:46,900 –> 00:52:48,320
really keen to start those

1641
00:52:48,320 –> 00:52:50,390
conversations with customers. At the same

1642
00:52:50,390 –> 00:52:53,060
time, we’re integrating Microsoft teams

1643
00:52:53,220 –> 00:52:54,920
with Genesys Engage and Genesys

1644
00:52:54,920 –> 00:52:56,900
Cloud. We’ll have Microsoft teams

1645
00:52:56,900 –> 00:52:58,650
on Genesys cloud available next

1646
00:52:58,650 –> 00:53:02,120
quarter in Q2. Also, native

1647
00:53:02,120 –> 00:53:04,290
integration with Microsoft dynamics. It’s

1648
00:53:04,290 –> 00:53:06,330
available today with Genesys Engage

1649
00:53:06,600 –> 00:53:08,700
and available with Genesys Cloud as

1650
00:53:08,700 –> 00:53:12,000
well. But what’s really exciting

1651
00:53:12,000 –> 00:53:13,250
is how we bring our

1652
00:53:13,250 –> 00:53:15,610
technology and innovate together. By

1653
00:53:15,610 –> 00:53:18,320
bringing our Genesys AI platform

1654
00:53:18,320 –> 00:53:20,440
and orchestration services to deliver

1655
00:53:20,440 –> 00:53:21,800
those personal experiences, you’ve just

1656
00:53:21,800 –> 00:53:23,540
seen, we’re working with Microsoft

1657
00:53:23,540 –> 00:53:25,200
to bring their Microsoft cognitive

1658
00:53:25,200 –> 00:53:27,610
services, to help power these

1659
00:53:27,910 –> 00:53:29,730
experience and really drive these

1660
00:53:29,730 –> 00:53:32,690
insights and actions to apply these

1661
00:53:32,690 –> 00:53:34,310
experiences. This is just the

1662
00:53:34,310 –> 00:53:36,320
start of the innovation with Microsoft

1663
00:53:36,320 –> 00:53:38,320
and Genesys, but we’re also

1664
00:53:38,320 –> 00:53:40,010
going to be going to

1665
00:53:40,010 –> 00:53:41,870
market together and talking to

1666
00:53:41,870 –> 00:53:44,930
customers together. David. Yeah. What I

1667
00:53:45,310 –> 00:53:46,780
would say on that, and I

1668
00:53:46,780 –> 00:53:47,410
know there’s been a lot

1669
00:53:47,410 –> 00:53:48,770
of questions in the QA panel of

1670
00:53:48,770 –> 00:53:50,570
why Microsoft and what’s the advantages of

1671
00:53:50,570 –> 00:53:51,880
Azure. Beyond the fact that we

1672
00:53:52,130 –> 00:53:53,950
just talked about security scale,

1673
00:53:54,210 –> 00:53:58,450
global presence, historical enterprise relationships,

1674
00:53:59,240 –> 00:54:00,320
the work we’re building in

1675
00:54:00,320 –> 00:54:03,360
this hybrid environment is really

1676
00:54:03,360 –> 00:54:04,900
important to think about this

1677
00:54:04,900 –> 00:54:07,930
connected identity, unified identity platform

1678
00:54:07,930 –> 00:54:10,250
between Genesys and Microsoft services

1679
00:54:10,330 –> 00:54:11,460
in a cloud environment, as

1680
00:54:11,460 –> 00:54:13,910
well as on premises. The

1681
00:54:14,090 –> 00:54:16,320
AI capabilities and cognitive services

1682
00:54:16,320 –> 00:54:17,410
within Azure, that we’re now

1683
00:54:17,410 –> 00:54:18,640
serving up as a first

1684
00:54:18,640 –> 00:54:20,850
party service into Genesys is

1685
00:54:20,850 –> 00:54:22,820
an exceptional user scenario so

1686
00:54:22,820 –> 00:54:23,900
that you can get more

1687
00:54:23,900 –> 00:54:26,050
insights by just leveraging Genesys

1688
00:54:26,280 –> 00:54:27,230
than you’ve ever gotten in

1689
00:54:27,230 –> 00:54:29,180
the past. Then obviously this

1690
00:54:29,180 –> 00:54:31,650
database integration and workflow tools

1691
00:54:31,650 –> 00:54:32,650
that we can enable with

1692
00:54:32,650 –> 00:54:34,010
Azure directly in the Genesys

1693
00:54:34,010 –> 00:54:37,030
platform adds that advantage. I

1694
00:54:37,030 –> 00:54:37,810
see a lot of questions

1695
00:54:37,810 –> 00:54:39,160
in the panel about why

1696
00:54:39,560 –> 00:54:41,110
Azure versus some other public

1697
00:54:41,110 –> 00:54:42,510
cloud provider. It’s all the

1698
00:54:42,510 –> 00:54:43,870
reasons why all of our customers

1699
00:54:43,870 –> 00:54:45,470
are adopting Azure. It’s security,

1700
00:54:45,470 –> 00:54:47,950
it’s extendability, it’s hybrid it’s

1701
00:54:47,950 –> 00:54:50,130
parse, it’s AI analytics, it’s

1702
00:54:50,130 –> 00:54:51,560
cognitive services that we can

1703
00:54:51,560 –> 00:54:52,800
offer up as first party.

1704
00:54:53,580 –> 00:54:54,580
Furthermore, we’re going to continue

1705
00:54:54,700 –> 00:54:55,930
to innovate. There’s a reason

1706
00:54:55,930 –> 00:54:56,820
why we hold the number

1707
00:54:56,820 –> 00:54:58,530
one patent requests every year,

1708
00:54:58,790 –> 00:54:59,840
is we continue to build

1709
00:54:59,840 –> 00:55:00,910
new and new services. By

1710
00:55:00,910 –> 00:55:02,870
building this containerized approach for

1711
00:55:02,870 –> 00:55:04,760
Genesys on top of Azure,

1712
00:55:04,950 –> 00:55:06,360
we can actually drive those

1713
00:55:06,360 –> 00:55:08,240
innovations directly into products like

1714
00:55:08,240 –> 00:55:10,550
Genesys to actually extend their

1715
00:55:10,550 –> 00:55:12,440
capabilities in a much more

1716
00:55:12,440 –> 00:55:15,510
efficient and faster format. Yeah.

1717
00:55:15,510 –> 00:55:16,680
I know one of the

1718
00:55:16,680 –> 00:55:18,020
questions here that I’m looking

1719
00:55:18,020 –> 00:55:19,850
at is, I think it’s relevant to

1720
00:55:19,850 –> 00:55:21,280
this slide is, what is

1721
00:55:21,280 –> 00:55:24,470
the competitive advantage that, as

1722
00:55:24,470 –> 00:55:26,560
a customer, will gain by

1723
00:55:27,470 –> 00:55:28,720
working on both of these?

1724
00:55:28,830 –> 00:55:29,640
I know we had talked

1725
00:55:29,640 –> 00:55:31,150
before about that question specifically,

1726
00:55:31,770 –> 00:55:32,810
and one of the things

1727
00:55:32,810 –> 00:55:34,310
top of mind is we

1728
00:55:34,310 –> 00:55:36,300
know many customers are already

1729
00:55:36,300 –> 00:55:39,010
Microsoft. They’re already using those technologies.

1730
00:55:39,010 –> 00:55:40,360
They’re using Genesys of course,

1731
00:55:40,360 –> 00:55:42,650
being on this webinar. Just

1732
00:55:42,650 –> 00:55:44,030
the benefit of being able

1733
00:55:44,030 –> 00:55:45,920
to have our focus on

1734
00:55:45,920 –> 00:55:47,930
the integrations and bringing the

1735
00:55:47,930 –> 00:55:49,490
products to them to market

1736
00:55:49,960 –> 00:55:52,610
together. Yeah, absolutely. Also, again,

1737
00:55:52,610 –> 00:55:53,410
I think there’s something to be

1738
00:55:53,410 –> 00:55:54,600
said about the hybrid environment,

1739
00:55:54,740 –> 00:55:56,110
the hybrid capabilities. There are

1740
00:55:56,110 –> 00:55:56,930
always going to be on

1741
00:55:56,930 –> 00:55:58,450
premise applications, and we’re really

1742
00:55:58,450 –> 00:56:00,270
the only company that manages

1743
00:56:00,270 –> 00:56:03,020
security policy identity across the

1744
00:56:03,020 –> 00:56:04,470
on premises and the cloud

1745
00:56:05,040 –> 00:56:08,340
infrastructure, is correct. Yeah, there’s

1746
00:56:08,340 –> 00:56:09,650
lots of opportunities. There’s also,

1747
00:56:09,650 –> 00:56:11,030
one thing to know, we call

1748
00:56:11,030 –> 00:56:12,070
this go- to- market and

1749
00:56:12,070 –> 00:56:13,330
co- sell, which might be

1750
00:56:13,330 –> 00:56:15,080
foreign terms to customers who are like, what does that

1751
00:56:15,080 –> 00:56:16,840
mean? Our sellers are now

1752
00:56:16,940 –> 00:56:17,580
going to be out there

1753
00:56:17,580 –> 00:56:20,060
selling Genesys to their customers

1754
00:56:20,060 –> 00:56:21,840
as well. We compensate our

1755
00:56:21,840 –> 00:56:23,360
sellers for packaging up and

1756
00:56:23,360 –> 00:56:26,300
selling our prioritized ISV solutions

1757
00:56:26,300 –> 00:56:28,780
to their accounts. Obviously, it’s

1758
00:56:28,780 –> 00:56:29,370
a little bit of self-

1759
00:56:29,370 –> 00:56:30,810
serving because it pulls through

1760
00:56:30,810 –> 00:56:32,080
Azure, and so we obviously

1761
00:56:32,080 –> 00:56:34,370
get revenue and customers that

1762
00:56:34,370 –> 00:56:35,510
way, but it’s really about

1763
00:56:35,510 –> 00:56:37,820
having that integrated, cohesive experience

1764
00:56:37,820 –> 00:56:39,240
for our customers across different

1765
00:56:39,240 –> 00:56:40,740
products that they use. We

1766
00:56:40,740 –> 00:56:42,370
know Genesys is an industry leader

1767
00:56:42,380 –> 00:56:45,070
in customer relationship management. We

1768
00:56:45,070 –> 00:56:45,790
know there’s a bunch of

1769
00:56:45,790 –> 00:56:47,530
customers that have Genesys already, so

1770
00:56:47,530 –> 00:56:49,480
how do we connect the fact that they have Microsoft

1771
00:56:49,480 –> 00:56:51,220
and Genesys into a cohesive,

1772
00:56:51,830 –> 00:56:53,680
integrated platform? We’re going to

1773
00:56:53,680 –> 00:56:54,500
be able to enable that

1774
00:56:54,500 –> 00:56:55,990
a lot better and both

1775
00:56:55,990 –> 00:56:57,670
of our companies will experience an uplift

1776
00:56:57,670 –> 00:56:59,620
in customer satisfaction and revenue

1777
00:56:59,720 –> 00:57:02,070
as a result. Jeff, I

1778
00:57:02,070 –> 00:57:03,330
know you already gave the

1779
00:57:03,330 –> 00:57:05,780
pitch for our next slide

1780
00:57:05,780 –> 00:57:07,410
is registering to be an

1781
00:57:07,410 –> 00:57:09,360
early adopter for the Genesys

1782
00:57:09,360 –> 00:57:10,860
Engage on Azure again, third

1783
00:57:10,860 –> 00:57:12,030
quarter. I didn’t know if

1784
00:57:12,030 –> 00:57:13,240
there was any other highlight

1785
00:57:13,240 –> 00:57:14,010
you wanted to give on

1786
00:57:14,010 –> 00:57:17,200
that. Yeah. Look, like I

1787
00:57:17,200 –> 00:57:19,970
said, we’re going to be delivering Genesys

1788
00:57:19,970 –> 00:57:22,840
Engage on Azure, fully containerized

1789
00:57:22,840 –> 00:57:24,780
technology, and that will then

1790
00:57:24,780 –> 00:57:26,900
pave the way for other

1791
00:57:26,900 –> 00:57:29,400
hybrid models and on premise

1792
00:57:29,400 –> 00:57:30,380
models where you’ll be able

1793
00:57:30,380 –> 00:57:33,060
to take advantage of Microsoft

1794
00:57:33,060 –> 00:57:36,290
Azure, Genesys Engage and in

1795
00:57:36,290 –> 00:57:37,940
an architecture that you choose

1796
00:57:37,940 –> 00:57:38,640
that’s going to suit your

1797
00:57:38,640 –> 00:57:41,540
business. Then, knowing that natively,

1798
00:57:42,000 –> 00:57:43,130
you can bring the best

1799
00:57:43,130 –> 00:57:44,660
of Microsoft and Genesys together with

1800
00:57:44,660 –> 00:57:46,890
Microsoft teams, Microsoft dynamics, and

1801
00:57:46,890 –> 00:57:47,900
how we’re going to stitch

1802
00:57:48,940 –> 00:57:51,440
and power and fuel data

1803
00:57:51,520 –> 00:57:53,900
into our AI engines to

1804
00:57:53,900 –> 00:57:55,470
drive these types of experiences.

1805
00:57:56,880 –> 00:57:58,410
Excellent. On that note, I

1806
00:57:58,410 –> 00:57:59,320
know we are just about out of

1807
00:57:59,650 –> 00:58:01,090
time. There’s one question that

1808
00:58:01,090 –> 00:58:02,220
pops up here, and certainly

1809
00:58:02,220 –> 00:58:02,940
if we did not get

1810
00:58:02,940 –> 00:58:03,570
to it, I think we’ve

1811
00:58:03,570 –> 00:58:04,640
answered most of the others.

1812
00:58:05,730 –> 00:58:08,610
question. Having a complete Genesys

1813
00:58:08,610 –> 00:58:10,640
solution can be good, but

1814
00:58:10,640 –> 00:58:11,300
can you have a different

1815
00:58:11,300 –> 00:58:12,410
piece of the solution, for

1816
00:58:12,440 –> 00:58:14,520
example, a different workforce management

1817
00:58:14,520 –> 00:58:16,070
or recording solutions? I’ll jump

1818
00:58:16,070 –> 00:58:17,050
in real quick and say,

1819
00:58:17,200 –> 00:58:19,900
so absolutely it is, as

1820
00:58:19,900 –> 00:58:20,900
David had said, one of

1821
00:58:20,900 –> 00:58:22,260
the huge benefits is the

1822
00:58:22,260 –> 00:58:23,910
all in one approach, but

1823
00:58:23,910 –> 00:58:24,690
if there was something like

1824
00:58:24,690 –> 00:58:25,790
a variant they’re using for

1825
00:58:25,790 –> 00:58:27,290
workforce management, by all means,

1826
00:58:27,290 –> 00:58:30,380
we have numerous customers who

1827
00:58:30,710 –> 00:58:31,890
tie in those different types

1828
00:58:31,890 –> 00:58:35,740
of technologies. So. Go ahead,

1829
00:58:37,070 –> 00:58:38,060
Jeff. that’s mostly part of

1830
00:58:38,610 –> 00:58:39,370
what we talked about at the

1831
00:58:39,370 –> 00:58:39,970
top of the hour, the extensibility

1832
00:58:40,610 –> 00:58:42,290
of cloud platforms, teams, dynamics,

1833
00:58:42,290 –> 00:58:43,660
integration. You can use different

1834
00:58:43,660 –> 00:58:45,830
platforms, but still maintain a

1835
00:58:45,830 –> 00:58:47,490
customer environment by leveraging the

1836
00:58:47,490 –> 00:58:48,450
power of a public cloud,

1837
00:58:48,470 –> 00:58:51,100
so completely correct, Bobbi. Awesome.

1838
00:58:51,460 –> 00:58:54,040
On that note, David, Jeff,

1839
00:58:54,040 –> 00:58:55,390
thank you. This hour, for

1840
00:58:55,390 –> 00:58:57,190
me, at least it’s absolutely

1841
00:58:57,190 –> 00:58:59,140
flew. I really appreciate it.

1842
00:58:59,380 –> 00:59:00,390
Josh, back to you to

1843
00:59:00,610 –> 00:59:03,010
close this out. Thank you. Perfect.

1844
00:59:03,360 –> 00:59:06,160
much, Bobbi. Like she said,

1845
00:59:06,160 –> 00:59:06,750
I know that there were

1846
00:59:06,750 –> 00:59:07,660
quite a few questions that

1847
00:59:07,660 –> 00:59:08,620
we didn’t get to. Don’t

1848
00:59:08,620 –> 00:59:09,800
fret though. We will follow

1849
00:59:09,800 –> 00:59:10,760
up with you via email

1850
00:59:10,760 –> 00:59:11,970
within the next few business

1851
00:59:11,970 –> 00:59:13,360
days, and also feel free

1852
00:59:13,360 –> 00:59:15,440
to email us at [email protected]

1853
00:59:15,440 –> 00:59:17,040
genesys. com, no caps or

1854
00:59:17,040 –> 00:59:18,230
spaces with the title of

1855
00:59:18,230 –> 00:59:19,390
the webcast in the subject

1856
00:59:19,390 –> 00:59:20,390
line, and we’ll make sure

1857
00:59:20,390 –> 00:59:21,120
to follow up with you

1858
00:59:21,120 –> 00:59:22,350
as promptly as we can.

1859
00:59:24,020 –> 00:59:25,090
To wrap up, don’t forget

1860
00:59:25,090 –> 00:59:26,590
to take advantage of the

1861
00:59:26,590 –> 00:59:28,520
link that Jeff had referenced

1862
00:59:28,520 –> 00:59:29,620
earlier, that is in the

1863
00:59:29,620 –> 00:59:30,910
resource list below the Q&

1864
00:59:31,010 –> 00:59:31,810
A window. Make sure you

1865
00:59:31,810 –> 00:59:33,350
click on that before today’s

1866
00:59:33,350 –> 00:59:35,630
session ends. Also, be on

1867
00:59:35,630 –> 00:59:36,420
the lookout for the on-

1868
00:59:36,420 –> 00:59:38,230
demand recording from ON24. You’ll

1869
00:59:38,230 –> 00:59:39,030
be getting that within the

1870
00:59:39,030 –> 00:59:41,210
next few business days. With

1871
00:59:41,210 –> 00:59:42,020
all that being said, on

1872
00:59:42,020 –> 00:59:43,610
behalf of Bobbi David, Jeff,

1873
00:59:43,610 –> 00:59:44,900
and the entire Genesys team,

1874
00:59:44,900 –> 00:59:45,710
we thank you again for

1875
00:59:45,710 –> 00:59:48,540
joining today’s webcast. Genesys Engage

1876
00:59:48,650 –> 00:59:50,640
plus Microsoft Azure, transform your

1877
00:59:50,640 –> 00:59:52,560
customer experience in the cloud. Until

1878
00:59:52,560 –> 00:59:53,840
next time, have a good

1879
00:59:53,840 –> 00:59:54,120
one, everyone.