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

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On-Demand Webinar

Deliver truly personalized experiences with industry leaders

Personalized customer experiences are your best way to build trust and drive loyalty. As cloud technologies rapidly evolve to meet these demands, so does Genesys.

Genesys Multicloud CX on Azure brings the best of the industry together with a multi-tenant architecture that lets you innovate faster and improve business agility. Leverage the cloud and artificial intelligence (AI) to gain deeper insights and provide tailor-made experiences. 

Join us for this exclusive webinar to learn how the Genesys and Microsoft partnership unlocks new value, personalization and insights for you via MS Dynamics, MS Teams and MS Cognitive Services.  

  • Achieve security and scale via a proven customer experience platform  
  • Move from on-premises to the cloud with confidence  
  • Leverage existing Genesys and Microsoft investments to maximize experiences  

Move to the cloud and gain the control and efficiencies that the Genesys Multicloud CXTM product and Microsoft Azure provide together.

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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

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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

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to do is raise the

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bar and help our customers

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drive these types of experiences

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and really create that loyalty

302
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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

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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,

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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

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with the company and with

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

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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 Multicloud CX 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 Multicloud CX 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 Multicloud CX 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 Multicloud CX 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 Multicloud CX 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 Multicloud CX 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 Multicloud CX 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 Multicloud CX

1649
00:53:06,600 –> 00:53:08,700
and available with Genesys Cloud CX 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 Multicloud CX 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 Multicloud CX

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.

Meet the Speakers

Davidtottenwebinarimage

David Totten
Chief Technology Officer, US Partner Ecosystem
Microsoft

Jeff wise

Jeff Wise
VP Strategic Alliances
Genesys

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