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Good morning, evening and afternoon,
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everyone. Josh Reed here from
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the Digital Events Team here
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at Genesys, and I’ll be
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one of your moderators for
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today’s webcast. I’ll start by
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saying welcome. Thank you all
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for joining today’s webcast Genesys
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Engage in Microsoft Azure, transform
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your customer experience in the
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cloud. I’m actually going to
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hand things off to our
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other moderator today. We have
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Bobbi Chester, the senior director
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of product marketing here at
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Genesys. Bobbi, the floor is
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yours. Take it away. Awesome,
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Josh, thank you. Everybody again,
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thank you very much for
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joining us today. We have
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a ton of information that
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we want to share with
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you on the Microsoft and
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Genesys partnership. To do so,
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we have two gentlemen joining
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us today. Jeff Wise, my
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colleague here at Genesys, as
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well as David Totten. With
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that, we wanted to start
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out learning a little bit
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more about you. We’re going
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to kick this off with
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our first poll question. The
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question is along the line
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is, what is your biggest
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contact center challenge? For those
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of you who have been
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in the industry for a
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long time, certainly there are
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typically more than one opportunities
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that you’re currently looking at,
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but with that, we’ve narrowed
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it down to these five.
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We’re really curious to see,
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at this point in time,
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if there’s any one of
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these in particular, that’s going
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to rise to the surface,
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and will be something that
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you’re looking at dealing with.
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I’m going to pause for
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just one more moment, let
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a few more people answer.
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Great, with that, let’s take
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a look and see what
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our results are. Not enough
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staff is incredibly low. Just
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the increasing costs of everything
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that is within the contact center.
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Looking for better self- service,
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IVR mobile, interesting that certainly
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half of you have answered
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along the line of delivering
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that personalized customer experience, which
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is actually quite brilliant and
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an excellent segue into getting
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us started because that really
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is the key to what
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we’re going to be discussing
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today. On that note, thank
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you for your participation in
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that. We’re going to start
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off today by talking about,
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specifically, personalization and how that
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is a customer experience differentiator.
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Jeff, we’re going to start
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with you. Thanks, Bobbi, and
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thanks for the opportunity to
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talk too. Great to have everyone
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online and joining us. Personalization,
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it’s great to see on
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the poll question that this
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was one of the predominant topics that
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is a challenge for business.
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It is a massive business
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challenge because one of the
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things that in the move
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to digital, what has happened
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is the cost of acquiring
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customers has gone down rapidly.
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If we just look at
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all the digital channels and
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self- service, it’s really a
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lot easier for businesses to
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acquire customers, but on the
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flip side, at the same
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time, it’s just as easy
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for consumers to switch. Even
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if we looked at say
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the ride sharing industry, like
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Uber, Lyft, and others, we
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can chop and change our
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application that we use for ride
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sharing. It’s just so easy.
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In a really busy market,
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what is the thing that’s going to differentiate businesses? That is really the core of what we’re talking about when we talk about personalization, is how to really
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look at creating that differentiation,
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which will drive the experience, but also
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drive loyalty as well. Let’s
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go down- was from Microsoft point
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of view. Thanks again for
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letting us participate in here.
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We see this across platforms.
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If you’ve done enterprise software,
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use cases for a long
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time, there’s some dominant players
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in the industry. There’s a
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lot of people that use
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different Microsoft products, whether it’s
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Word, it’s Office, it’s Windows
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Server, SQL server. Now, these
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products are becoming a little
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bit more ubiquitous and fluid
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with how people can leverage
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them and update them over
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time. Again, how do you
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keep a customer loyal when
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the cost of switching technologies
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is going down for an
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end customer. How do you
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make sure that they stick
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with you as a solution
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provider through the thick and
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thin of your product’s maturation
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process? We’re seeing the need
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to get products to market faster,
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but then obviously if something
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goes wrong, customers are looking
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to switch out quicker than
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they ever have before, and
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they won’t stay there longer.
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Jeff, with that, talk to
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us a little bit about how you think about
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differentiation as one of those
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differentiators that you can have in the marketplace. No,
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thanks, David. What we should
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do is really take one
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step back. Why is this
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such an important mission for
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Genesys and Microsoft? Because it
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actually all starts with people.
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People all around the world,
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people all around the world
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who interact with companies. They
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all want to feel special.
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They want to feel unique,
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and they want to feel that
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the companies that they’re interacting
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with really know them, that
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they understand them, but more
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importantly, they have history and
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context with them. It really
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starts with an individual. This
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is really the idea of
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personalizing, because what we want
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to do is personalize the
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experience. At a deeper level,
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what it really means, it
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starts with empathy. It’s about
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creating a personal bond between
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an individual interacting with that
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company or an employee of
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that company. Genesys and Microsoft
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have brought all this technology
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together to be able to
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allow and create what we
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believe are these important, empathetic
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moments, and that, when you
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have empathy, it leads to
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trust and it leads to
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loyalty. Because we all know,
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when you create a one-
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on- one relationship, and we
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all know this in our
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own daily lives. The more
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I know about you and the
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more I understand about your
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situation, and when I can
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have that empathetic connection, it
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really just leads to a
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better outcome. That’s what we call
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experiences as a service. That’s
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how personalization empathy, really driving
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that connection, creating that trust,
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creating loyalty will then ensure
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that that switching costs doesn’t
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become an issue because that
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personalized experience is ensuring that
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loyalty. Yeah. Let me add
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to that quickly, Jeff. It’s interesting because
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now, it used to be,
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if a customer felt like
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the company knew them, or
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remembered their information, or had
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their details, or had their
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preferences while coming in the
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door, that used to be
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almost a nice to have,
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or a great tab. That’s
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a great experience to have.
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Now it’s becoming a little
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bit more of an expectation.
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The power of the internet
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and how we engage with
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different services across the internet
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and mobile technologies now has
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created this expectation that companies
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we interact with, who we
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share data with, who we
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transact with, know who I
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am, what my preferences are
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and what I want to
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do when I come into
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their platform. It’s not just necessarily
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experiences as a service. I
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always call it experience as
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an expectation that we want
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that personalized approach that anybody
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that we interact with, or
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that we have commerce with,
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really knows who we are,
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why I’m at their platform
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and what I want to
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do with them. Oh, 100%
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David. The research confirms this,
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that organizations that grow the
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personalization and establish loyalty is
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good for business. The Harvard
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business review here has confirmed
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that. There’s lots of other
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strong research that just shows,
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when you start with the
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customer experience and create loyalty,
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it’s not just good for
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the customer, but it’s great
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for the business. Over to
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you, Bobbi. Awesome. On that, and
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David I’ll tag onto the
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end of what you said.
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I know one of my,
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I forget the gentleman who
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tagged the line, but one of my
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favorite sayings is, ” Your last
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best customer experience is now
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the basis for the customer
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experience you have going forward.”
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That really is the reality
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that we live in, in
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this world is, I had
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that great one yesterday. Okay,
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now it’s just simply my
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expectation. That brings us to
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topic number two, which is
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customer experience and personalization best
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practices, because certainly this isn’t
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anything that is brand new
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trying to get to that
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personalization. Jeff, if you wanted
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to start out, just sharing
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a little bit about some
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of the ideas that you
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had on personalization best practices.
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No, thanks Bobbi. Imagine, as
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a customer of an organization
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that’s interacting, if I could
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tick all these boxes in
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my experience, where that me
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and what’s important to me,
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and imagine that I can
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actually be helped in not
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having to repeat myself, or
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more importantly, the journey that
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I’ve gone through. Or even
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where, proactively, before I even
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pick up the phone or
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get on the website that
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you’ve actually reached out to
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me because you’ve preempted my
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situation. It might be a
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seasonal situation, or I might
291
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have a billing challenge. It’s
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all about how we want
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to feel in that moment
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and the type of experience that
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we would normally expect. But
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usually, we’re quite surprised if
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that happens. What we want
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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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that best experience. Understanding the history, the context, and personalizing that
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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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to give you the best
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recommendation without them having to
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research it. This is really
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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
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through a sales team, a
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support mechanism, whether it’s a
319
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web property or a dial
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in, or it could be
321
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one of our Microsoft stores,
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our retail footprint, we collect
323
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data from so many different
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points on a customer’s experience and what
325
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we would consider their journey
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with the company and with
327
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our products and services. But
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to be able to aggregate all that
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information and serve it up
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through a single pane to
331
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really drive that personalization is
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something that’s really, really important
333
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to us. We view customer
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support as not necessarily an
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operating cost or a cost
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center, but we actually think
337
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about it a little bit more
338
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as a profit center and
339
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how we can generate that
340
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true end to end customer
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loyal experience that the want to
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do more with our business.
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Now, I know for one,
344
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as I’m working on, and
345
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I personally, whether it’s an
346
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airline or a credit card
347
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or any sort of service
348
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that I leverage, I hate
349
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going into phone trees. I
350
00:12:27,560 –> 00:12:28,840
always think about it in
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three different categories. One, if
352
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I call into a customer
353
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support center, do they know
354
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who I am, and do they
355
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know the history of my
356
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account in my relationship with
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them? That’s the first thing
358
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because I don’t want to
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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
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subject matter expert. I need
368
00:12:51,850 –> 00:12:52,680
to be able to get
369
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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
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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
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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
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of where probably to take that
384
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sport scenario. What Microsoft has
385
00:13:18,920 –> 00:13:20,100
done is really hone in
386
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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
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make sure that we optimize
395
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and we leverage AI and
396
00:13:35,140 –> 00:13:37,280
machine learning to optimize. How
397
00:13:37,280 –> 00:13:38,150
do you take all those
398
00:13:38,150 –> 00:13:39,830
contact points to really beef
399
00:13:39,830 –> 00:13:41,560
up the support process and
400
00:13:41,560 –> 00:13:43,550
that triage process to get
401
00:13:43,550 –> 00:13:44,940
through that tree faster to
402
00:13:44,940 –> 00:13:46,530
the right subject matter expertise. Then
403
00:13:47,240 –> 00:13:48,960
we leverage the call volumes
404
00:13:48,960 –> 00:13:50,530
and the typical subject areas
405
00:13:50,530 –> 00:13:51,920
where people have scenarios that they want to
406
00:13:52,360 –> 00:13:54,440
talk through to actually build
407
00:13:54,440 –> 00:13:56,240
up an onboarding plan and
408
00:13:56,240 –> 00:13:57,500
a training regimen for the
409
00:13:57,500 –> 00:13:58,470
people in the agents that
410
00:13:58,470 –> 00:13:59,360
we do staff the call
411
00:13:59,360 –> 00:14:01,330
center with. The more impactful
412
00:14:01,330 –> 00:14:02,470
each of those three pillars
413
00:14:02,470 –> 00:14:03,640
are and how we build
414
00:14:03,640 –> 00:14:05,390
that content and that process
415
00:14:05,390 –> 00:14:06,430
on top of the Genesys
416
00:14:06,480 –> 00:14:08,540
platform here internally, then obviously
417
00:14:08,540 –> 00:14:10,010
drives a much better customer
418
00:14:10,010 –> 00:14:11,300
experience and make sure that
419
00:14:11,520 –> 00:14:13,120
customers don’t view, ” Oh no,
420
00:14:13,120 –> 00:14:14,100
I have to call Microsoft
421
00:14:14,100 –> 00:14:16,310
support again,” as a burden,
422
00:14:16,310 –> 00:14:17,000
they see it as an
423
00:14:17,000 –> 00:14:18,800
opportunity to gain some information
424
00:14:18,800 –> 00:14:20,460
and then hopefully, have a
425
00:14:20,460 –> 00:14:24,560
better experience with our products. Thanks,
426
00:14:24,560 –> 00:14:29,480
David. Let’s talk about digital
427
00:14:29,480 –> 00:14:30,760
transformation. Do you want to
428
00:14:31,170 –> 00:14:35,230
take us through that? that I’ll
429
00:14:35,230 –> 00:14:36,770
just highlight. These are scenarios,
430
00:14:36,770 –> 00:14:38,010
and this is what I personally love
431
00:14:38,010 –> 00:14:39,940
about the Genesys platform. A
432
00:14:39,940 –> 00:14:40,930
little sidebar here about the
433
00:14:40,930 –> 00:14:43,250
platform itself. When you get
434
00:14:43,250 –> 00:14:45,090
one single pane through Genesys,
435
00:14:45,090 –> 00:14:46,050
to be able to actually
436
00:14:46,050 –> 00:14:47,300
measure all your touch points,
437
00:14:47,360 –> 00:14:50,160
web, call, text, email, in-
438
00:14:50,160 –> 00:14:51,300
person visits, and you can
439
00:14:51,300 –> 00:14:52,280
merge that into one data
440
00:14:52,280 –> 00:14:53,900
platform, and then serve it
441
00:14:53,900 –> 00:14:55,870
up through this integrated customer
442
00:14:55,870 –> 00:14:57,640
contact center, you get the
443
00:14:57,640 –> 00:14:59,560
opportunity then to do customization and drive
444
00:14:59,560 –> 00:15:00,660
analytics on top of it.
445
00:15:00,720 –> 00:15:01,450
I’ll just call out a
446
00:15:01,450 –> 00:15:03,090
couple of these. The first, the
447
00:15:03,090 –> 00:15:05,750
multichannel, omnichannel is an amazing
448
00:15:05,750 –> 00:15:07,030
experience for us. We’ve been
449
00:15:07,030 –> 00:15:09,020
able to capture and streamline
450
00:15:09,020 –> 00:15:10,940
templates that we offer up
451
00:15:10,940 –> 00:15:12,370
online and in our call
452
00:15:12,370 –> 00:15:14,740
centers, so that we’ve reduced
453
00:15:14,740 –> 00:15:17,300
the volume of options for
454
00:15:17,430 –> 00:15:18,500
how do we segment and
455
00:15:18,500 –> 00:15:20,200
triage different questions that come
456
00:15:20,200 –> 00:15:21,190
into our call center? That’s
457
00:15:21,190 –> 00:15:23,140
really important. Again, the more
458
00:15:23,140 –> 00:15:24,610
efficient that triage and path
459
00:15:24,610 –> 00:15:26,500
to success is, the better
460
00:15:26,500 –> 00:15:27,380
that experience is going to be for the customer.
461
00:15:28,520 –> 00:15:30,680
That omni- channel multichannel support
462
00:15:30,960 –> 00:15:32,430
that wherever the customer touches
463
00:15:32,430 –> 00:15:33,050
us, we can put it
464
00:15:33,050 –> 00:15:34,160
into the same data environments
465
00:15:34,510 –> 00:15:35,820
and drive a triaged process
466
00:15:35,820 –> 00:15:39,520
off of that, very, very important for that experience. The
467
00:15:39,520 –> 00:15:40,680
second thing I’ll say is
468
00:15:40,770 –> 00:15:41,480
we’re doing a lot more
469
00:15:41,480 –> 00:15:43,160
virtual agent and agent assist
470
00:15:43,160 –> 00:15:44,630
type work, which is, if
471
00:15:44,630 –> 00:15:45,950
we can do analytics on
472
00:15:45,950 –> 00:15:47,010
top of the data to see
473
00:15:47,010 –> 00:15:48,400
where the majority of questions
474
00:15:48,400 –> 00:15:49,770
are coming in, we can
475
00:15:49,770 –> 00:15:52,360
then proactively provide solutions through
476
00:15:52,360 –> 00:15:54,640
this virtual agent business work. One of
477
00:15:55,310 –> 00:15:56,470
the scenarios on the poll
478
00:15:56,470 –> 00:15:58,070
questions earlier was about increasing
479
00:15:58,070 –> 00:15:59,770
costs that are related to
480
00:15:59,770 –> 00:16:01,630
a call center. Doing virtual
481
00:16:01,630 –> 00:16:03,450
work and leveraging smarter bot
482
00:16:03,670 –> 00:16:05,310
infrastructure on top of Genesys
483
00:16:05,310 –> 00:16:06,910
as a contact management platform
484
00:16:06,970 –> 00:16:09,350
really helps you reduce that
485
00:16:09,350 –> 00:16:11,010
overhead required to run a
486
00:16:11,010 –> 00:16:12,350
cost center, because you’re able
487
00:16:12,350 –> 00:16:12,620
to do a lot of
488
00:16:12,960 –> 00:16:14,250
this leveraging the technology and
489
00:16:14,300 –> 00:16:15,790
analytics that are in place.
490
00:16:16,700 –> 00:16:17,430
Then the final thing I
491
00:16:17,430 –> 00:16:19,120
would say is repeat caller.
492
00:16:19,660 –> 00:16:21,670
We all have that experience of a
493
00:16:21,670 –> 00:16:22,960
repeat caller. I’m a repeat
494
00:16:22,960 –> 00:16:25,030
caller on some services that I
495
00:16:25,030 –> 00:16:26,950
have questions on. Being able
496
00:16:26,950 –> 00:16:27,820
to make sure that the
497
00:16:27,820 –> 00:16:29,930
personalized experience of that repeat caller,
498
00:16:29,930 –> 00:16:30,700
that we know what they
499
00:16:30,700 –> 00:16:32,310
called about last month, that
500
00:16:32,310 –> 00:16:33,500
we understand when they had
501
00:16:33,500 –> 00:16:34,550
a great experience with us,
502
00:16:34,950 –> 00:16:36,350
what was the actual triage
503
00:16:36,350 –> 00:16:38,530
process? What was the decision
504
00:16:38,530 –> 00:16:39,430
tree that got them to
505
00:16:39,430 –> 00:16:40,600
a specific agent that was
506
00:16:40,840 –> 00:16:41,640
able to address their question?
507
00:16:41,640 –> 00:16:44,410
We can take those as
508
00:16:44,410 –> 00:16:45,900
an individual case by case
509
00:16:45,900 –> 00:16:48,300
basis, leverage the Genesys platform
510
00:16:48,300 –> 00:16:49,660
powered by Azure to actually
511
00:16:49,660 –> 00:16:51,440
drive analytics and workflow on
512
00:16:51,440 –> 00:16:52,560
top of that so that we
513
00:16:52,560 –> 00:16:54,100
can then customize that path
514
00:16:54,100 –> 00:16:56,160
for that individual. We know
515
00:16:56,160 –> 00:16:57,440
they’re coming in, we know
516
00:16:57,440 –> 00:16:59,090
their information, we know what
517
00:16:59,090 –> 00:17:00,180
they’ve had questions on or
518
00:17:00,180 –> 00:17:01,490
concerns on, or they’ve given
519
00:17:01,490 –> 00:17:03,250
us even confidence in the
520
00:17:03,250 –> 00:17:04,780
past, and we can curate
521
00:17:05,010 –> 00:17:06,640
an individual experience on top
522
00:17:06,640 –> 00:17:08,170
of the platform that is
523
00:17:08,170 –> 00:17:09,940
invisible to them. They just
524
00:17:09,940 –> 00:17:11,110
know that they call and
525
00:17:11,110 –> 00:17:12,840
they get, ” Hi. Welcome, David.
526
00:17:13,050 –> 00:17:14,150
Last time you called about
527
00:17:14,150 –> 00:17:16,160
billing. Did a similar situation
528
00:17:16,160 –> 00:17:17,050
happened this month, or would
529
00:17:17,050 –> 00:17:18,100
you like to discuss something
530
00:17:18,100 –> 00:17:20,300
different?” Something that’s simple with
531
00:17:20,300 –> 00:17:21,570
making sure that we can address
532
00:17:21,570 –> 00:17:23,310
repeat callers as true repeat
533
00:17:23,310 –> 00:17:26,170
customers into our platform helps alleviate
534
00:17:26,170 –> 00:17:27,050
the stress of having to
535
00:17:27,050 –> 00:17:28,070
call in and start that
536
00:17:28,070 –> 00:17:29,140
process all over again for
537
00:17:29,140 –> 00:17:30,390
a lot of people. Those
538
00:17:30,390 –> 00:17:31,830
are just three examples of
539
00:17:31,830 –> 00:17:32,580
where we’ve been able to
540
00:17:32,580 –> 00:17:34,160
take the Genesys platform and
541
00:17:34,160 –> 00:17:35,930
drive some specific innovation and analytics
542
00:17:36,200 –> 00:17:37,300
on top of it to
543
00:17:37,300 –> 00:17:38,470
build up that workflow and
544
00:17:38,470 –> 00:17:40,230
subject matter expertise, and then
545
00:17:40,230 –> 00:17:42,170
obviously increased customer loyalty through
546
00:17:42,170 –> 00:17:44,940
the platform. Right. To me,
547
00:17:45,160 –> 00:17:46,520
David, especially your third point,
548
00:17:46,640 –> 00:17:48,850
really brings forward the power
549
00:17:48,850 –> 00:17:51,300
of having that context. You
550
00:17:51,300 –> 00:17:52,530
have the context of what
551
00:17:52,530 –> 00:17:54,010
they had done before, they’re
552
00:17:54,010 –> 00:17:56,370
here again, just taking that
553
00:17:56,370 –> 00:17:58,210
data and making it actionable
554
00:17:58,560 –> 00:18:00,020
to make it back to
555
00:18:00,020 –> 00:18:02,570
the personalized experience. That’s really
556
00:18:02,940 –> 00:18:04,820
the magic behind the scene
557
00:18:04,920 –> 00:18:06,260
of how all that works.
558
00:18:06,720 –> 00:18:07,770
Yeah. I would add to
559
00:18:07,770 –> 00:18:09,870
that, this isn’t just about, hey, can we
560
00:18:09,870 –> 00:18:11,650
do this faster? There’s real
561
00:18:11,650 –> 00:18:13,240
hard metrics involved here. We’re
562
00:18:13,240 –> 00:18:15,030
talking about hundreds of thousands of
563
00:18:15,030 –> 00:18:16,270
touch points with customers on
564
00:18:16,270 –> 00:18:18,420
a daily basis. How do
565
00:18:18,420 –> 00:18:20,700
we save money from customer
566
00:18:20,700 –> 00:18:22,810
support and that triage process?
567
00:18:23,050 –> 00:18:24,440
How do we increase the
568
00:18:24,440 –> 00:18:26,270
average revenue per customer that
569
00:18:26,270 –> 00:18:27,680
comes into our support center?
570
00:18:29,180 –> 00:18:30,230
We’re Microsoft so we have to
571
00:18:30,230 –> 00:18:31,950
have metrics behind everything. We’ve
572
00:18:31,950 –> 00:18:33,450
been able to save millions
573
00:18:33,450 –> 00:18:35,440
of dollars in cost savings
574
00:18:35,440 –> 00:18:36,990
within our customer support center.
575
00:18:37,200 –> 00:18:38,640
We’ve been able to triple,
576
00:18:38,910 –> 00:18:40,170
in some scenarios in some
577
00:18:40,170 –> 00:18:42,360
product lines, our revenue potential
578
00:18:42,360 –> 00:18:43,640
out of a customer by
579
00:18:43,640 –> 00:18:44,880
just having a better customer
580
00:18:44,880 –> 00:18:47,180
support experience. If you think about
581
00:18:47,610 –> 00:18:49,480
a global footprint like Microsoft
582
00:18:49,480 –> 00:18:51,810
has with tens of thousands
583
00:18:51,810 –> 00:18:53,140
of properties that are touching
584
00:18:53,140 –> 00:18:55,390
different customers in different mechanisms,
585
00:18:55,780 –> 00:18:57,060
getting that all into one
586
00:18:57,060 –> 00:18:58,410
integrated platform and in an
587
00:18:58,410 –> 00:18:59,950
efficient way, that’s safe and
588
00:18:59,950 –> 00:19:01,460
secure, and then being able
589
00:19:01,460 –> 00:19:02,670
to drive this, again, not
590
00:19:02,670 –> 00:19:03,830
as a cost center, but
591
00:19:03,830 –> 00:19:04,870
as a profit center for
592
00:19:04,870 –> 00:19:06,350
the company, that has been
593
00:19:06,350 –> 00:19:08,210
a remarkable transformation that we’ve
594
00:19:08,210 –> 00:19:09,440
experienced with Genesys over the
595
00:19:09,440 –> 00:19:11,020
past couple of years. Right.
596
00:19:11,080 –> 00:19:11,590
Because it always felt like
597
00:19:11,590 –> 00:19:12,860
in the past, the reality
598
00:19:12,860 –> 00:19:13,850
was always that some of
599
00:19:13,850 –> 00:19:15,580
those things were mutually exclusive.
600
00:19:15,820 –> 00:19:17,070
I could only save money
601
00:19:17,160 –> 00:19:19,010
if I decreased my customer
602
00:19:19,010 –> 00:19:20,900
experience, or I could only
603
00:19:20,900 –> 00:19:22,760
increase revenue if I spent
604
00:19:22,760 –> 00:19:24,130
more, and really the scenario
605
00:19:24,130 –> 00:19:25,470
you are talking about is
606
00:19:25,660 –> 00:19:27,210
it really is the best
607
00:19:27,210 –> 00:19:30,540
of both. Excellent. On that, I’m
608
00:19:30,540 –> 00:19:32,270
going to take us to
609
00:19:32,270 –> 00:19:35,910
our next poll question. This
610
00:19:35,910 –> 00:19:37,740
time, what we’re curious about,
611
00:19:38,080 –> 00:19:38,590
for the folks that are
612
00:19:38,590 –> 00:19:41,520
participating is, which of this
613
00:19:41,520 –> 00:19:43,370
best describes your current contact
614
00:19:43,370 –> 00:19:46,090
center environment. There’s a hint
615
00:19:46,090 –> 00:19:47,240
here is, this is where
616
00:19:47,240 –> 00:19:48,620
we are heading to the
617
00:19:48,770 –> 00:19:51,360
next topic. But really, we’d
618
00:19:51,360 –> 00:19:53,050
like to know where your
619
00:19:54,010 –> 00:19:55,950
current reality is. We know
620
00:19:55,950 –> 00:19:57,420
what all this technology first
621
00:19:57,420 –> 00:19:59,910
came about. The only way
622
00:19:59,910 –> 00:20:01,390
to consume was on premise,
623
00:20:01,390 –> 00:20:03,670
and certainly for, especially very
624
00:20:03,670 –> 00:20:06,790
large organizations, that is certainly
625
00:20:07,740 –> 00:20:09,340
still reality and still make
626
00:20:09,340 –> 00:20:11,080
sense. There are some that
627
00:20:11,080 –> 00:20:12,450
are in that in between
628
00:20:12,450 –> 00:20:14,360
and others that are fully
629
00:20:14,360 –> 00:20:16,640
cloud. Just curious as to
630
00:20:16,640 –> 00:20:19,600
where this audience stands with
631
00:20:19,600 –> 00:20:21,440
that. Let me jump to
632
00:20:22,210 –> 00:20:25,220
the results. All right. There
633
00:20:25,230 –> 00:20:26,590
we go. We have, over
634
00:20:26,590 –> 00:20:27,910
half that are still on
635
00:20:27,910 –> 00:20:31,320
prem, a good 30% still
636
00:20:31,320 –> 00:20:33,410
in between, and about 10%
637
00:20:33,410 –> 00:20:35,270
better that are on cloud.
638
00:20:35,410 –> 00:20:38,200
Excellent. With that, I am
639
00:20:38,200 –> 00:20:39,520
going to introduce our next
640
00:20:39,520 –> 00:20:41,530
topic, which is moving your
641
00:20:41,530 –> 00:20:43,530
context center to the cloud.
642
00:20:44,180 –> 00:20:45,880
Again, given just the poll
643
00:20:45,880 –> 00:20:48,980
result is certainly apropos for
644
00:20:48,980 –> 00:20:49,610
the folks that we have
645
00:20:49,610 –> 00:20:52,060
participating. On this one, David, if
646
00:20:52,060 –> 00:20:53,190
you’d like to start out.
647
00:20:54,010 –> 00:20:56,030
Yeah, it’s interesting. Obviously, Microsoft
648
00:20:56,030 –> 00:20:57,350
has been in the on
649
00:20:57,350 –> 00:20:59,230
premises software world for a
650
00:20:59,230 –> 00:21:00,220
pretty long time. We’ve got
651
00:21:00,220 –> 00:21:02,410
a reasonable track record with
652
00:21:02,410 –> 00:21:04,700
companies in different geographies, different
653
00:21:04,700 –> 00:21:07,630
industries of delivering products on
654
00:21:07,630 –> 00:21:09,310
premises. We obviously believe in
655
00:21:09,310 –> 00:21:10,220
that model, we know we’ve
656
00:21:10,220 –> 00:21:11,790
worked at that model. What
657
00:21:11,790 –> 00:21:13,550
we’ve been able to see
658
00:21:13,550 –> 00:21:17,380
with this, frankly explosion, of
659
00:21:17,380 –> 00:21:19,710
data collection points, touch points
660
00:21:19,990 –> 00:21:21,360
is we’ve seen a need
661
00:21:21,360 –> 00:21:22,980
of greater scale and flexibility,
662
00:21:22,980 –> 00:21:23,980
which is why a lot
663
00:21:23,980 –> 00:21:25,160
of customers are starting to
664
00:21:25,160 –> 00:21:27,010
evaluate and even implement cloud-
665
00:21:27,010 –> 00:21:30,540
based technologies. I understand the
666
00:21:30,540 –> 00:21:32,290
concern there. If you’ve managed
667
00:21:32,290 –> 00:21:33,450
something within your own data
668
00:21:33,450 –> 00:21:34,450
center or your own IT
669
00:21:34,540 –> 00:21:36,070
environment, and then trying to
670
00:21:36,070 –> 00:21:38,390
move into somebody else’s management
671
00:21:38,480 –> 00:21:39,960
infrastructure, it can be a
672
00:21:39,960 –> 00:21:41,430
little bit concerning. That’s why
673
00:21:41,430 –> 00:21:43,270
we do see a lot
674
00:21:43,270 –> 00:21:44,440
of companies trying to do
675
00:21:44,440 –> 00:21:46,400
both, which is stick a
676
00:21:46,400 –> 00:21:47,570
toe in the water on
677
00:21:47,570 –> 00:21:48,810
what I should and how
678
00:21:48,810 –> 00:21:51,130
I should move technologies into
679
00:21:51,130 –> 00:21:53,820
the hybrid, or into the cloud
680
00:21:53,820 –> 00:21:55,280
environment while I still maintain
681
00:21:55,280 –> 00:21:57,180
some functions and features on
682
00:21:57,180 –> 00:22:00,620
premises. From our perspective, obviously
683
00:22:00,620 –> 00:22:01,810
Microsoft is here to support
684
00:22:01,810 –> 00:22:02,960
both of those scenarios, which
685
00:22:02,960 –> 00:22:03,910
is why our partnership with
686
00:22:03,910 –> 00:22:04,960
a company like Genesys has
687
00:22:04,960 –> 00:22:06,150
been so valuable to us.
688
00:22:06,420 –> 00:22:07,160
We know we’ve got a
689
00:22:07,160 –> 00:22:09,380
lot of on premises customers
690
00:22:09,380 –> 00:22:10,660
that need value out of
691
00:22:10,660 –> 00:22:12,220
a customer contact center, but
692
00:22:12,220 –> 00:22:13,100
we also know that the
693
00:22:13,100 –> 00:22:15,600
need and the volume, as
694
00:22:15,600 –> 00:22:17,810
well as that personalized experience, we
695
00:22:17,810 –> 00:22:19,020
need to be able to scale that. We
696
00:22:19,250 –> 00:22:22,170
need to do that in a secure data- driven approach.
697
00:22:22,630 –> 00:22:23,700
Because of the volume of
698
00:22:23,700 –> 00:22:25,460
touches, the volume of information that we’re
699
00:22:25,460 –> 00:22:27,010
trying to exchange, that’s why
700
00:22:27,010 –> 00:22:27,930
we see more and more
701
00:22:27,930 –> 00:22:30,200
hybrid implementations where you’re doing
702
00:22:30,200 –> 00:22:31,490
some stuff on premises, but
703
00:22:31,480 –> 00:22:33,510
you’re also starting to experience
704
00:22:34,020 –> 00:22:34,650
and use a little bit
705
00:22:34,810 –> 00:22:36,330
more functionality within the cloud.
706
00:22:36,800 –> 00:22:37,880
I know from our perspective,
707
00:22:37,880 –> 00:22:38,610
we obviously meet with a
708
00:22:38,610 –> 00:22:40,470
lot of CTOs and CIOs across the
709
00:22:40,470 –> 00:22:42,540
business. Hybrid has always been
710
00:22:42,540 –> 00:22:43,330
a key focus of their
711
00:22:43,330 –> 00:22:44,430
strategy. In fact, I don’t
712
00:22:44,430 –> 00:22:46,360
know of one CTO or
713
00:22:46,440 –> 00:22:47,700
CIO that I’ve met in
714
00:22:47,700 –> 00:22:48,710
the past 10 years that
715
00:22:48,730 –> 00:22:49,670
has said, ” Hey, I’m not
716
00:22:49,670 –> 00:22:50,850
interested in any cloud at
717
00:22:50,850 –> 00:22:52,260
all, but I’m also not
718
00:22:52,260 –> 00:22:53,880
going a hundred percent in
719
00:22:53,880 –> 00:22:56,070
on cloud workloads.” I think
720
00:22:56,070 –> 00:22:57,020
it’s a matter of what
721
00:22:57,020 –> 00:22:58,240
are you comfortable with, how
722
00:22:58,240 –> 00:22:59,400
can you prove out a
723
00:22:59,400 –> 00:23:01,470
construct, how can you make
724
00:23:01,470 –> 00:23:02,360
sure that you still have
725
00:23:02,360 –> 00:23:05,240
control over IT, but you can leverage
726
00:23:05,240 –> 00:23:07,560
somebody else’s scale and security
727
00:23:07,560 –> 00:23:08,600
models, which is where we’re
728
00:23:08,600 –> 00:23:10,120
seeing it. We’re seeing more
729
00:23:10,120 –> 00:23:11,710
and more applications that are
730
00:23:11,710 –> 00:23:13,020
being run virtually or in
731
00:23:13,020 –> 00:23:15,670
a public cloud scenario. You’ll
732
00:23:15,670 –> 00:23:17,840
see this, there’s a hybrid
733
00:23:17,910 –> 00:23:19,410
approach here that’s the majority.
734
00:23:19,410 –> 00:23:20,490
This slide right here is
735
00:23:20,490 –> 00:23:22,520
around 70% of people are
736
00:23:22,520 –> 00:23:24,010
pushing that as a primary
737
00:23:24,780 –> 00:23:27,370
strategy, but there’s a little bit of a difference there
738
00:23:27,370 –> 00:23:28,790
between a private cloud versus
739
00:23:28,790 –> 00:23:29,820
something that you’re hosting on
740
00:23:29,820 –> 00:23:31,330
your own versus a public
741
00:23:31,330 –> 00:23:34,440
cloud. You see the gigantic
742
00:23:34,440 –> 00:23:35,650
upswing in the past five
743
00:23:35,650 –> 00:23:37,130
years of public cloud adoption.
744
00:23:37,520 –> 00:23:38,960
The reason for that is,
745
00:23:38,960 –> 00:23:40,570
frankly, is about investment in
746
00:23:40,570 –> 00:23:42,500
the platform. I always have
747
00:23:42,500 –> 00:23:44,580
this conversation with CIOs that are
748
00:23:44,580 –> 00:23:45,810
nervous about moving into the
749
00:23:45,810 –> 00:23:47,280
cloud. I always ask them
750
00:23:47,280 –> 00:23:48,960
if they think that their
751
00:23:48,960 –> 00:23:50,450
company is investing more in R&D
752
00:23:51,160 –> 00:23:52,470
or security than a company
753
00:23:52,470 –> 00:23:55,300
like Microsoft would. We spend
754
00:23:55,500 –> 00:23:56,810
tens of billions of dollars
755
00:23:56,810 –> 00:23:58,420
a year in our infrastructure
756
00:23:58,620 –> 00:23:59,490
to make sure that it’s
757
00:23:59,490 –> 00:24:01,270
secure, it’s reliable and it’s
758
00:24:01,280 –> 00:24:02,930
scalable, and it offers up
759
00:24:02,930 –> 00:24:04,700
services that then you can
760
00:24:04,700 –> 00:24:07,290
try, with a really low
761
00:24:07,290 –> 00:24:09,630
touch, efficient, quick mechanism, as
762
00:24:09,630 –> 00:24:10,830
opposed to having to buy,
763
00:24:10,830 –> 00:24:12,400
instead of new infrastructure on
764
00:24:12,400 –> 00:24:14,200
your own. That ability to
765
00:24:14,200 –> 00:24:16,000
leverage somebody else’s scale in
766
00:24:16,000 –> 00:24:17,780
a quick format to do
767
00:24:18,120 –> 00:24:20,520
innovation and development work directly
768
00:24:20,520 –> 00:24:21,610
without having to purchase new
769
00:24:21,610 –> 00:24:24,110
hardware is one of the key benefits
770
00:24:24,190 –> 00:24:27,410
of the cloud. David, oh,
771
00:24:27,410 –> 00:24:30,700
sorry. Go ahead. to say that
772
00:24:30,920 –> 00:24:33,750
that is exactly the conversations
773
00:24:34,140 –> 00:24:35,670
we’re having as well. It’s
774
00:24:35,670 –> 00:24:37,100
actually one of our core
775
00:24:37,100 –> 00:24:38,610
pillars of our strategy, is
776
00:24:38,610 –> 00:24:40,130
to support our large premise
777
00:24:40,130 –> 00:24:43,240
number of customers to adopt
778
00:24:43,640 –> 00:24:46,720
and access innovation delivered through
779
00:24:46,720 –> 00:24:49,040
the cloud. That hybrid strategy
780
00:24:49,360 –> 00:24:51,210
of being able to access
781
00:24:51,210 –> 00:24:53,360
innovation in the cloud that
782
00:24:53,360 –> 00:24:54,680
Microsoft and Genesys are bringing
783
00:24:54,680 –> 00:24:56,940
together on Azure at the
784
00:24:56,940 –> 00:24:58,810
same time, helping them with
785
00:24:58,810 –> 00:25:00,580
a pathway so they can
786
00:25:00,660 –> 00:25:03,370
leverage their current investment on
787
00:25:03,370 –> 00:25:06,210
premise and phase and access
788
00:25:06,210 –> 00:25:07,990
today, but more importantly, have
789
00:25:07,990 –> 00:25:09,260
a pathway to move further
790
00:25:09,260 –> 00:25:10,970
into the cloud as their
791
00:25:11,960 –> 00:25:14,370
company needs and requirements change.
792
00:25:15,510 –> 00:25:18,180
That’s exactly right. Everybody should
793
00:25:18,270 –> 00:25:19,320
be asking why cloud, and
794
00:25:19,320 –> 00:25:20,220
the number one thing is going to
795
00:25:20,220 –> 00:25:21,940
be scale. It’s going to be scale
796
00:25:21,940 –> 00:25:23,340
and velocity in the market.
797
00:25:23,590 –> 00:25:24,690
You can spin up a
798
00:25:24,690 –> 00:25:27,340
cloud service much more, easily,
799
00:25:27,340 –> 00:25:29,890
cheaper, more efficient with greater
800
00:25:29,890 –> 00:25:32,240
integration quicker than you can
801
00:25:32,240 –> 00:25:33,360
build out in your own
802
00:25:33,360 –> 00:25:34,350
data center or your own
803
00:25:34,350 –> 00:25:35,970
on premises environment. As you
804
00:25:35,970 –> 00:25:37,630
think about a ton of
805
00:25:37,630 –> 00:25:38,470
data that needs to be
806
00:25:38,470 –> 00:25:39,410
processed, do you want to
807
00:25:39,410 –> 00:25:41,530
configure create, procure a server,
808
00:25:41,530 –> 00:25:42,070
or do you want to
809
00:25:42,070 –> 00:25:43,990
leverage somebody else’s servers? The
810
00:25:43,990 –> 00:25:45,600
process turns it down from
811
00:25:45,600 –> 00:25:46,840
a month long to set
812
00:25:46,840 –> 00:25:48,110
the IT environment up to
813
00:25:48,110 –> 00:25:49,790
literally a process that you could
814
00:25:49,790 –> 00:25:53,050
implement in five minutes with
815
00:25:53,050 –> 00:25:55,640
much greater efficiency. The other
816
00:25:55,640 –> 00:25:56,510
thing that I always talk
817
00:25:56,510 –> 00:25:57,840
about with the cloud and something
818
00:25:57,840 –> 00:25:59,270
like a public cloud environment
819
00:25:59,270 –> 00:26:00,840
like Azure, being that we’re
820
00:26:00,840 –> 00:26:02,530
the number one global provider
821
00:26:02,530 –> 00:26:03,860
of cloud services, we’re in
822
00:26:03,920 –> 00:26:06,500
all of these different geographic locations,
823
00:26:06,510 –> 00:26:08,340
we’ve got data centers. We
824
00:26:08,340 –> 00:26:10,270
really believe in three fundamental
825
00:26:10,360 –> 00:26:12,060
scenarios. The first is about
826
00:26:12,060 –> 00:26:14,610
security. We are known as
827
00:26:14,610 –> 00:26:17,160
an enterprise company. The data
828
00:26:17,160 –> 00:26:18,820
and how we treat and manage
829
00:26:18,820 –> 00:26:20,340
the data is secure and
830
00:26:20,340 –> 00:26:21,880
companies rely on that. At the end of
831
00:26:22,170 –> 00:26:22,870
the day, if they have
832
00:26:22,870 –> 00:26:24,790
a data breach, that’s a
833
00:26:25,070 –> 00:26:27,410
huge customer loyalty dissatisfaction issue.
834
00:26:28,070 –> 00:26:29,160
Oftentimes, we’re seeing a lot
835
00:26:29,160 –> 00:26:30,380
of companies migrate to Azure
836
00:26:30,380 –> 00:26:31,450
just because they want to
837
00:26:31,450 –> 00:26:32,240
make sure that they’ve got
838
00:26:32,240 –> 00:26:34,100
best in class security processes
839
00:26:34,480 –> 00:26:35,680
and they’ve got best in
840
00:26:35,900 –> 00:26:39,120
class access management processes that
841
00:26:39,120 –> 00:26:41,020
they’re able to enable. The
842
00:26:41,250 –> 00:26:42,950
second thing is around compliance.
843
00:26:43,350 –> 00:26:44,420
There are so many different
844
00:26:44,420 –> 00:26:45,600
international buyers. Now, if I
845
00:26:45,600 –> 00:26:47,120
think about companies and how
846
00:26:47,120 –> 00:26:48,320
people are interacting with their
847
00:26:48,320 –> 00:26:50,180
platform, it’s no longer just
848
00:26:50,180 –> 00:26:52,960
a small geographic footprint. The
849
00:26:52,960 –> 00:26:53,960
goal of every company is to
850
00:26:54,050 –> 00:26:55,740
have a global user base
851
00:26:55,740 –> 00:26:59,020
or customer base. Companies interacting
852
00:26:59,020 –> 00:27:00,440
or customers interacting with your
853
00:27:00,450 –> 00:27:04,190
product across multiple locations, really,
854
00:27:04,190 –> 00:27:06,360
really important, as you think
855
00:27:06,360 –> 00:27:08,020
about, are we meeting local
856
00:27:08,030 –> 00:27:09,870
compliancy requirements, or whatever that
857
00:27:09,870 –> 00:27:11,030
government is or whatever that
858
00:27:11,030 –> 00:27:13,350
reporting agency is. Microsoft has
859
00:27:13,350 –> 00:27:15,770
all kinds of compliancy certifications.
860
00:27:15,950 –> 00:27:17,510
Think about healthcare and federal
861
00:27:17,510 –> 00:27:20,710
scenarios and international trade scenarios.
862
00:27:21,520 –> 00:27:22,500
Our data center and how
863
00:27:22,500 –> 00:27:24,270
we treat, manage, protect and
864
00:27:24,270 –> 00:27:26,410
secure data is compliant across
865
00:27:26,410 –> 00:27:29,100
all of those scenarios. The third
866
00:27:29,100 –> 00:27:29,960
scenario, I would say it’s
867
00:27:29,960 –> 00:27:32,640
truly about scalability and reliability.
868
00:27:32,730 –> 00:27:34,290
We’re a global footprint, obviously
869
00:27:34,290 –> 00:27:35,130
you see a slide here
870
00:27:35,130 –> 00:27:35,930
with some of our data
871
00:27:35,930 –> 00:27:38,300
center footprints, but I’ll give
872
00:27:38,300 –> 00:27:39,590
you the perfect example of
873
00:27:39,590 –> 00:27:41,350
why customers and partners are
874
00:27:41,350 –> 00:27:42,260
moving more and more of
875
00:27:42,260 –> 00:27:43,630
their infrastructure to the cloud.
876
00:27:44,030 –> 00:27:45,000
I’d love to say it’s
877
00:27:45,410 –> 00:27:46,520
always because of the work
878
00:27:46,520 –> 00:27:47,780
that we’re doing, obviously with
879
00:27:47,780 –> 00:27:50,410
our investments and infrastructure, but
880
00:27:50,410 –> 00:27:52,040
it also relies on the fact that there are a
881
00:27:52,040 –> 00:27:53,070
ton of other companies that
882
00:27:53,070 –> 00:27:54,140
are doing the exact same
883
00:27:54,140 –> 00:27:56,400
thing. The access to actually
884
00:27:56,400 –> 00:27:58,420
integrate your product and what
885
00:27:58,420 –> 00:28:00,220
you’re doing with other products
886
00:28:00,220 –> 00:28:01,560
that are in Azure. That
887
00:28:01,560 –> 00:28:04,190
integration and scalability through the whole
888
00:28:04,190 –> 00:28:06,250
partner and product ecosystem becomes
889
00:28:06,250 –> 00:28:07,990
much more easier. If you
890
00:28:07,990 –> 00:28:09,550
think about customers wanting to
891
00:28:09,550 –> 00:28:11,490
know who you are, have
892
00:28:11,490 –> 00:28:13,830
that personalized experience, they don’t just
893
00:28:14,060 –> 00:28:14,960
want it in your platform,
894
00:28:15,280 –> 00:28:16,030
they want it in every
895
00:28:16,030 –> 00:28:19,160
platform, and they would love to see that integration happening, and the
896
00:28:19,160 –> 00:28:20,740
cloud breaks those barriers down,
897
00:28:20,740 –> 00:28:22,390
where you can actually implement
898
00:28:22,440 –> 00:28:24,310
a product, be integrated on a public
899
00:28:24,660 –> 00:28:25,780
cloud, and they get access
900
00:28:25,780 –> 00:28:27,050
to other ISVs or other
901
00:28:27,050 –> 00:28:28,550
products that you then can
902
00:28:28,550 –> 00:28:30,250
have a seamless experience going
903
00:28:30,250 –> 00:28:31,990
in between with, and I think that’s really the
904
00:28:31,990 –> 00:28:33,860
benefit that we’ve seen with Genesys and
905
00:28:33,860 –> 00:28:35,340
Azure. A user can pop
906
00:28:35,340 –> 00:28:37,250
into an Office 365 account,
907
00:28:37,620 –> 00:28:38,790
but then can immediately go
908
00:28:38,790 –> 00:28:40,900
into their Genesys platform, and all
909
00:28:41,000 –> 00:28:42,140
of their credentials, who they
910
00:28:42,140 –> 00:28:43,750
work for, what their organization
911
00:28:43,750 –> 00:28:45,180
is, is replicated in that
912
00:28:45,180 –> 00:28:46,910
exact same environment. That’s the
913
00:28:46,910 –> 00:28:48,530
power of cloud scalability and
914
00:28:48,530 –> 00:28:49,360
how we want to integrate
915
00:28:49,360 –> 00:28:52,140
across different products. The final
916
00:28:52,140 –> 00:28:53,880
thing I would say on the
917
00:28:53,880 –> 00:28:55,770
power of Azure is this
918
00:28:56,110 –> 00:28:58,410
foundation at scale, to make
919
00:28:58,410 –> 00:29:00,210
sure that we’re secure. We’ve
920
00:29:00,210 –> 00:29:01,870
got the physical data center,
921
00:29:01,950 –> 00:29:03,250
we’ve got this global cloud
922
00:29:03,250 –> 00:29:04,560
infrastructure out there, and then
923
00:29:04,560 –> 00:29:06,210
we’ve got this operational security
924
00:29:06,210 –> 00:29:08,210
that happens at the forefront.
925
00:29:08,700 –> 00:29:10,980
When we were first launching
926
00:29:10,980 –> 00:29:13,240
our cloud footprint, several years
927
00:29:13,240 –> 00:29:14,640
ago, we didn’t have data
928
00:29:14,640 –> 00:29:16,680
centers in every geographic location.
929
00:29:17,490 –> 00:29:19,480
The latency or the availability
930
00:29:19,480 –> 00:29:21,210
of data getting to you
931
00:29:21,210 –> 00:29:22,440
at the local environment was
932
00:29:22,440 –> 00:29:23,640
very challenging. If you think about
933
00:29:23,990 –> 00:29:24,960
that as a customer contact
934
00:29:24,960 –> 00:29:26,470
center, you can’t really log
935
00:29:26,470 –> 00:29:27,870
into a customer profile and
936
00:29:27,870 –> 00:29:29,320
then watch that spinning wheel
937
00:29:29,320 –> 00:29:30,390
while you’re trying to pull
938
00:29:30,390 –> 00:29:33,010
data across geographic time zones.
939
00:29:33,310 –> 00:29:34,650
Now, because we’ve got all
940
00:29:34,650 –> 00:29:35,920
these different data centers over
941
00:29:35,920 –> 00:29:37,610
a hundred now worldwide, and
942
00:29:37,610 –> 00:29:39,310
because we’re replicating backup data
943
00:29:39,310 –> 00:29:40,780
in a constant basis between
944
00:29:40,780 –> 00:29:42,700
data centers, you always have
945
00:29:42,740 –> 00:29:45,400
super high availability scenarios where
946
00:29:45,400 –> 00:29:47,850
data and customer experiences are seamless
947
00:29:48,040 –> 00:29:49,670
and they’re connected. You’re always
948
00:29:49,670 –> 00:29:52,030
connected to the latest best
949
00:29:52,030 –> 00:29:53,970
in time information about your
950
00:29:53,970 –> 00:29:55,900
customer and your experience. That
951
00:29:55,900 –> 00:29:57,390
not only obviously improves the
952
00:29:57,390 –> 00:29:59,870
customer experience, improves your employee experience
953
00:30:00,700 –> 00:30:01,750
for how they’re leveraging the
954
00:30:01,750 –> 00:30:02,830
tools and how they have
955
00:30:02,830 –> 00:30:08,610
access to information. Excellent. With
956
00:30:08,610 –> 00:30:10,580
that, I’m going to move us
957
00:30:10,580 –> 00:30:12,190
to the topic, which is
958
00:30:12,910 –> 00:30:13,970
just one certainly I know
959
00:30:13,970 –> 00:30:14,960
all of us at Genesys are
960
00:30:14,960 –> 00:30:16,780
very proud of, is that
961
00:30:16,860 –> 00:30:19,040
Microsoft is one of our,
962
00:30:19,520 –> 00:30:20,500
by all means, smart key
963
00:30:20,500 –> 00:30:23,070
customers. David, Jeff, I don’t
964
00:30:23,070 –> 00:30:23,360
know if you want to
965
00:30:23,360 –> 00:30:24,590
share a little bit about
966
00:30:24,910 –> 00:30:26,730
Microsoft as a Genesys customer.
967
00:30:27,780 –> 00:30:29,030
Yeah. What I will say
968
00:30:29,030 –> 00:30:30,500
is we’ve used Genesys and
969
00:30:30,500 –> 00:30:32,030
the Genesys platform for years,
970
00:30:32,060 –> 00:30:33,220
and I’ll tell you the
971
00:30:33,220 –> 00:30:34,620
three reasons why is one,
972
00:30:34,990 –> 00:30:35,810
it’s an all in one
973
00:30:35,810 –> 00:30:37,180
shop, and that’s the simplest way
974
00:30:37,660 –> 00:30:38,450
I can put it. It
975
00:30:38,450 –> 00:30:40,940
captures data and touches across
976
00:30:40,940 –> 00:30:43,070
multiple, that omni- channel experience
977
00:30:43,070 –> 00:30:44,160
and helps us aggregate it.
978
00:30:44,900 –> 00:30:47,320
Number two, the customization that
979
00:30:47,320 –> 00:30:48,130
we’re allowed to do on
980
00:30:48,130 –> 00:30:50,160
top of that is really important
981
00:30:50,160 –> 00:30:50,900
for us. I talked about some of
982
00:30:51,480 –> 00:30:52,440
the analytics that we can
983
00:30:52,440 –> 00:30:53,910
drive out of Genesys to
984
00:30:53,910 –> 00:30:55,410
figure out better scripting for
985
00:30:55,410 –> 00:30:57,020
the repeat college scenario, as
986
00:30:57,050 –> 00:30:58,390
an example. The fact that
987
00:30:58,390 –> 00:30:59,730
we can leverage the data and
988
00:31:00,100 –> 00:31:01,760
the infrastructure within Genesys to
989
00:31:01,760 –> 00:31:03,570
develop smarter bots and virtual
990
00:31:03,570 –> 00:31:05,890
assistants and virtual agent work
991
00:31:05,890 –> 00:31:07,840
is really, really important. How
992
00:31:07,840 –> 00:31:09,270
we take the Genesys platform
993
00:31:09,270 –> 00:31:11,530
and then can use the analytics and information that
994
00:31:11,530 –> 00:31:13,040
we’re capturing there to make
995
00:31:13,040 –> 00:31:14,840
the entire experience ecosystem better
996
00:31:15,370 –> 00:31:16,370
is a lot more valuable
997
00:31:16,370 –> 00:31:18,530
for us. Then number three,
998
00:31:19,090 –> 00:31:20,610
the Genesys platform is secure,
999
00:31:20,830 –> 00:31:22,900
it’s reliable, and it actually
1000
00:31:22,900 –> 00:31:24,400
does all the functionality that
1001
00:31:24,400 –> 00:31:25,090
we need it to do.
1002
00:31:25,090 –> 00:31:26,540
If you think about working
1003
00:31:26,540 –> 00:31:29,050
through a customer contact scenarios
1004
00:31:29,050 –> 00:31:30,190
and how we’re helping. Yeah,
1005
00:31:30,190 –> 00:31:32,140
we’ve been a Genesys customer
1006
00:31:32,140 –> 00:31:33,170
for a long time. In
1007
00:31:33,270 –> 00:31:35,120
fact, when I think about the
1008
00:31:35,120 –> 00:31:36,780
volume of activity that we’ve
1009
00:31:36,780 –> 00:31:38,580
managed through that infrastructure, I
1010
00:31:38,580 –> 00:31:40,500
mean 73 million calls per
1011
00:31:40,500 –> 00:31:41,880
year, by the way, this
1012
00:31:41,880 –> 00:31:44,480
slide is from January. That’s
1013
00:31:44,480 –> 00:31:45,510
already up to over 80
1014
00:31:45,510 –> 00:31:46,920
million calls now, is our
1015
00:31:46,920 –> 00:31:48,020
run rate right now per
1016
00:31:48,020 –> 00:31:49,620
year, which is incredible. We
1017
00:31:49,620 –> 00:31:52,680
now train over 32,000 agents
1018
00:31:52,680 –> 00:31:54,500
on an annual basis of
1019
00:31:54,500 –> 00:31:55,750
how they need to support
1020
00:31:55,930 –> 00:31:58,120
and interact with customers. These
1021
00:31:58,120 –> 00:32:00,740
are dispersed across 160 different
1022
00:32:00,740 –> 00:32:02,720
countries with different language and
1023
00:32:02,720 –> 00:32:05,270
localization scenarios. We’ve got now
1024
00:32:05,270 –> 00:32:07,340
85 call centers that we
1025
00:32:07,340 –> 00:32:09,110
actually take direct integration with
1026
00:32:09,110 –> 00:32:10,750
customers. In fact, one of
1027
00:32:10,750 –> 00:32:12,400
our sales teams is now
1028
00:32:12,400 –> 00:32:13,660
primarily driven out of a
1029
00:32:13,660 –> 00:32:15,500
call center where we’re actually
1030
00:32:15,500 –> 00:32:18,230
delivering customer relationships and technology
1031
00:32:18,230 –> 00:32:20,240
pitches through a call center
1032
00:32:20,240 –> 00:32:22,560
infrastructure. How we embed our
1033
00:32:22,560 –> 00:32:24,410
product sales strategy and our
1034
00:32:24,410 –> 00:32:26,280
pricing terms into the Genesys
1035
00:32:26,280 –> 00:32:28,150
platform is another great example
1036
00:32:28,150 –> 00:32:29,650
of being able to leverage
1037
00:32:29,650 –> 00:32:30,770
the information we have on
1038
00:32:30,770 –> 00:32:31,850
customers to drive a more
1039
00:32:31,850 –> 00:32:34,820
personalized experience. We have over
1040
00:32:34,820 –> 00:32:37,410
130,000 individual conversations. Those are
1041
00:32:37,410 –> 00:32:39,100
in person conversations with people.
1042
00:32:39,810 –> 00:32:40,740
If you think about the
1043
00:32:40,740 –> 00:32:41,960
volume of calls that we
1044
00:32:41,960 –> 00:32:42,850
get and how many we
1045
00:32:42,850 –> 00:32:44,240
can solve virtually, it’s a
1046
00:32:44,240 –> 00:32:46,490
gigantic number. That’s the power
1047
00:32:46,490 –> 00:32:47,860
of again, analytics within the
1048
00:32:47,860 –> 00:32:50,460
platform. The last thing I
1049
00:32:50,460 –> 00:32:51,530
would say about this is,
1050
00:32:52,300 –> 00:32:54,020
we are a huge Genesys
1051
00:32:54,020 –> 00:32:55,310
customer, we’ve used the platform
1052
00:32:55,310 –> 00:32:56,780
for years. The reason why
1053
00:32:56,780 –> 00:32:57,770
we’re so excited and we’ve
1054
00:32:57,770 –> 00:32:59,130
invested so much into this
1055
00:32:59,130 –> 00:33:00,950
migration into the Azure story
1056
00:33:01,270 –> 00:33:02,490
is specifically because we need
1057
00:33:02,490 –> 00:33:03,990
that scale. We need more
1058
00:33:03,990 –> 00:33:05,250
data, we need more volume,
1059
00:33:05,250 –> 00:33:07,210
we need more integration to
1060
00:33:07,210 –> 00:33:09,090
drive a lot more volume
1061
00:33:09,090 –> 00:33:10,100
in analytics out of that
1062
00:33:10,100 –> 00:33:12,410
platform. I’m ecstatic that we’re
1063
00:33:12,410 –> 00:33:14,530
now migrating the on premises
1064
00:33:14,530 –> 00:33:15,700
piece into Azure, so we
1065
00:33:15,700 –> 00:33:17,160
can take care and take
1066
00:33:17,160 –> 00:33:18,760
advantage of all of those advantages
1067
00:33:18,850 –> 00:33:20,210
that public cloud brings while
1068
00:33:20,210 –> 00:33:21,860
still maintaining the experience and
1069
00:33:21,860 –> 00:33:23,300
usability of the Genesys platform.
1070
00:33:24,680 –> 00:33:26,460
Now, thanks David. That, I
1071
00:33:26,460 –> 00:33:28,980
think really highlights, I guess,
1072
00:33:29,060 –> 00:33:30,420
the power of the Genesys
1073
00:33:30,420 –> 00:33:32,330
Engage platform. Now we’re taking it to
1074
00:33:32,490 –> 00:33:33,250
the next level to give
1075
00:33:33,250 –> 00:33:35,310
a pathway to a secure
1076
00:33:35,670 –> 00:33:39,140
global and scalable global cloud
1077
00:33:39,140 –> 00:33:41,130
platform like Azure. What we
1078
00:33:41,130 –> 00:33:43,030
see is, it’s really providing
1079
00:33:43,030 –> 00:33:46,470
that pathway. Again, that hybrid
1080
00:33:46,470 –> 00:33:48,840
pathway for customers, because one
1081
00:33:48,840 –> 00:33:49,360
of the things that I
1082
00:33:49,360 –> 00:33:50,730
love about the Microsoft story
1083
00:33:50,730 –> 00:33:53,750
with Engage is you’ve got
1084
00:33:53,900 –> 00:33:55,990
that platform there that you
1085
00:33:55,990 –> 00:33:56,570
have all this out of
1086
00:33:56,570 –> 00:33:58,090
the box capability, but you
1087
00:33:58,090 –> 00:33:59,930
can also craft it, customize
1088
00:33:59,930 –> 00:34:01,380
it and integrate it in
1089
00:34:01,380 –> 00:34:02,610
a way that suits your
1090
00:34:02,610 –> 00:34:06,370
business. You can really maximize
1091
00:34:06,370 –> 00:34:07,300
that investment, but at the
1092
00:34:07,300 –> 00:34:08,750
same time, control the customer
1093
00:34:09,070 –> 00:34:11,320
experience and a great story.
1094
00:34:11,320 –> 00:34:15,300
Thank you. Jeff, that leads
1095
00:34:15,300 –> 00:34:16,840
us actually to… it’s our
1096
00:34:16,840 –> 00:34:18,420
segue into the next topic,
1097
00:34:18,420 –> 00:34:20,730
which is taking that personalized
1098
00:34:20,730 –> 00:34:23,110
customer experience and delivering that
1099
00:34:23,110 –> 00:34:25,500
with cloud- based contact center.
1100
00:34:27,280 –> 00:34:32,240
Thanks Bobbi. We’ve talked about
1101
00:34:32,380 –> 00:34:34,630
the importance of personalization and
1102
00:34:34,630 –> 00:34:36,610
we’ve talked about the trend
1103
00:34:36,640 –> 00:34:38,380
and obviously the desire about
1104
00:34:38,380 –> 00:34:39,440
moving into the cloud as
1105
00:34:39,440 –> 00:34:40,810
well, but at the same
1106
00:34:40,810 –> 00:34:42,270
time, how do you bring
1107
00:34:42,270 –> 00:34:44,030
that personalization and moving to
1108
00:34:44,030 –> 00:34:44,890
the cloud together at the
1109
00:34:44,890 –> 00:34:49,120
same time? What we see
1110
00:34:49,160 –> 00:34:52,580
is that sophisticated enterprises are
1111
00:34:52,690 –> 00:34:54,100
really looking for some key
1112
00:34:54,100 –> 00:34:55,510
elements that we’ve already started
1113
00:34:55,510 –> 00:34:56,960
touching on, and that is
1114
00:34:57,160 –> 00:34:58,270
they want to provide that
1115
00:34:58,270 –> 00:35:01,240
great customer experience really, and
1116
00:35:01,240 –> 00:35:02,940
that’s across all touch points,
1117
00:35:03,130 –> 00:35:04,300
across all parts of the
1118
00:35:04,300 –> 00:35:06,470
business, no matter who I
1119
00:35:06,480 –> 00:35:08,300
interact with, what I interact
1120
00:35:08,300 –> 00:35:09,620
with, when I interact, and
1121
00:35:09,620 –> 00:35:11,420
how I interact, I want
1122
00:35:12,070 –> 00:35:13,060
you to know me, I
1123
00:35:13,060 –> 00:35:14,410
want you to understand me,
1124
00:35:14,470 –> 00:35:16,640
I want that empathetic connection.
1125
00:35:17,700 –> 00:35:18,460
It’s really being able to
1126
00:35:18,460 –> 00:35:20,470
drive those moments of truth.
1127
00:35:20,920 –> 00:35:23,240
The same time, access to
1128
00:35:23,240 –> 00:35:24,720
innovation. We talked about that
1129
00:35:24,720 –> 00:35:28,190
hybrid model in the cloud
1130
00:35:28,610 –> 00:35:30,750
Genesys Engage on Azure is
1131
00:35:30,750 –> 00:35:35,250
developing innovation around the things
1132
00:35:35,250 –> 00:35:36,040
that matter. They’re going to
1133
00:35:36,040 –> 00:35:38,390
drive efficiencies and improve that
1134
00:35:38,390 –> 00:35:41,120
personalization. Really, at the end
1135
00:35:41,120 –> 00:35:42,370
of the day, provide that
1136
00:35:42,380 –> 00:35:45,340
customer experience. That’s utilizing technologies around
1137
00:35:45,340 –> 00:35:47,730
AI, machine learning, creating those
1138
00:35:47,730 –> 00:35:49,270
self- service bots, but at
1139
00:35:49,270 –> 00:35:52,350
the same time, predicting what
1140
00:35:52,350 –> 00:35:53,540
the best way to provide
1141
00:35:53,540 –> 00:35:55,610
that experience through predictive engagement
1142
00:35:55,770 –> 00:35:57,340
or the way we assist
1143
00:35:57,660 –> 00:35:59,590
our agents to service those
1144
00:35:59,590 –> 00:36:04,320
customers. At the same time,
1145
00:36:04,320 –> 00:36:04,980
what we want to be
1146
00:36:04,980 –> 00:36:06,450
able to do is not
1147
00:36:06,450 –> 00:36:07,700
just provide access to this
1148
00:36:07,700 –> 00:36:09,850
innovation and these customer experiences,
1149
00:36:09,850 –> 00:36:12,870
but choice and flexibility, because
1150
00:36:15,070 –> 00:36:19,230
sophisticated enterprises are really wanting
1151
00:36:19,240 –> 00:36:20,500
choice in the way they
1152
00:36:20,500 –> 00:36:22,750
deploy that’s going to meet their
1153
00:36:22,750 –> 00:36:24,810
needs at an architectural level,
1154
00:36:25,020 –> 00:36:27,530
a network level, communications level,
1155
00:36:27,800 –> 00:36:28,640
and the way they want
1156
00:36:28,640 –> 00:36:30,250
to manage their resources at
1157
00:36:30,250 –> 00:36:32,710
an operational level, and decide
1158
00:36:32,710 –> 00:36:33,500
when they move to the
1159
00:36:33,500 –> 00:36:35,410
cloud and at what pace.
1160
00:36:35,410 –> 00:36:39,080
What this has the impact
1161
00:36:39,080 –> 00:36:41,640
of really allowing organizations to
1162
00:36:41,640 –> 00:36:44,390
do is maintain control that
1163
00:36:44,390 –> 00:36:47,500
suits their business requirements. If
1164
00:36:47,500 –> 00:36:48,650
you can maintain the right
1165
00:36:48,650 –> 00:36:50,120
levels of control, and knowing
1166
00:36:50,120 –> 00:36:51,220
that you’ve got the right
1167
00:36:51,220 –> 00:36:53,500
partners like Microsoft and Genesys
1168
00:36:53,900 –> 00:36:55,620
to provide the platform to scale and
1169
00:36:55,620 –> 00:36:58,100
grow into the cloud and
1170
00:36:58,450 –> 00:37:00,100
integrate with your premise solution
1171
00:37:00,100 –> 00:37:01,710
around innovation, then you can
1172
00:37:01,710 –> 00:37:02,610
start looking at how you
1173
00:37:02,610 –> 00:37:04,910
reduce costs, but more importantly,
1174
00:37:04,950 –> 00:37:06,480
how you provide that experience
1175
00:37:06,570 –> 00:37:10,950
and really provide that moment
1176
00:37:10,950 –> 00:37:15,280
of truth. What we’re talking
1177
00:37:15,760 –> 00:37:17,190
about really is what we’ve
1178
00:37:17,190 –> 00:37:19,620
announced last month with Microsoft, and that was
1179
00:37:20,110 –> 00:37:22,030
around Genesys Engage on Microsoft
1180
00:37:22,030 –> 00:37:24,700
Azure, Bobbi. It is, and
1181
00:37:24,700 –> 00:37:26,340
it’s very exciting. I know
1182
00:37:26,340 –> 00:37:28,170
we are heads down with
1183
00:37:28,200 –> 00:37:30,140
2020 with the work that
1184
00:37:30,140 –> 00:37:32,410
we are doing. Jeff, David,
1185
00:37:32,410 –> 00:37:33,440
if you want to give us
1186
00:37:33,440 –> 00:37:34,470
a little bit more insight
1187
00:37:34,470 –> 00:37:35,700
into what we’re doing putting
1188
00:37:35,700 –> 00:37:37,210
Engage on Azure, and I
1189
00:37:37,210 –> 00:37:38,590
know that the topic is probably going to
1190
00:37:38,590 –> 00:37:41,380
lead us into containers. Yes.
1191
00:37:43,400 –> 00:37:45,360
Genesys Engage has been… we’ve
1192
00:37:45,360 –> 00:37:46,900
had customers for many years.
1193
00:37:47,470 –> 00:37:48,410
You’ve heard the story about
1194
00:37:48,670 –> 00:37:51,540
Microsoft on Genesys Engage and what they’re
1195
00:37:51,540 –> 00:37:52,700
doing, and how they’re really
1196
00:37:53,020 –> 00:37:55,100
driving their customer experience. We’re
1197
00:37:55,420 –> 00:37:56,890
really proud of what we’re
1198
00:37:56,890 –> 00:37:57,950
doing with Microsoft, but we’re
1199
00:37:57,950 –> 00:37:59,400
really proud of how we’re
1200
00:37:59,400 –> 00:38:02,010
helping companies provide that personalization
1201
00:38:02,010 –> 00:38:03,680
and that experience. But one
1202
00:38:03,710 –> 00:38:05,080
of the things to really
1203
00:38:05,080 –> 00:38:06,480
scale and grow for these
1204
00:38:06,570 –> 00:38:10,150
large enterprises that need choice
1205
00:38:10,150 –> 00:38:12,080
in architecture is, with Genesys
1206
00:38:12,080 –> 00:38:13,790
Engage on Microsoft Azure, which
1207
00:38:13,790 –> 00:38:15,690
we announced last month, we’re
1208
00:38:15,690 –> 00:38:19,410
actually architecting the whole solution
1209
00:38:19,500 –> 00:38:22,480
using containers and containerization technology.
1210
00:38:22,480 –> 00:38:24,100
I just want to spend
1211
00:38:24,100 –> 00:38:24,810
a moment on some of
1212
00:38:25,580 –> 00:38:27,700
the advantages of why containers
1213
00:38:27,700 –> 00:38:29,250
are an important technology and
1214
00:38:29,250 –> 00:38:30,480
what this will mean for
1215
00:38:30,480 –> 00:38:31,870
customers that are looking to
1216
00:38:31,870 –> 00:38:33,810
move to the cloud, and
1217
00:38:33,810 –> 00:38:34,940
not just in the cloud,
1218
00:38:34,940 –> 00:38:36,290
but into private models as
1219
00:38:36,290 –> 00:38:39,910
well. By using cloud technology
1220
00:38:40,040 –> 00:38:42,510
is a continual upgrade cycle.
1221
00:38:42,820 –> 00:38:44,230
That rather than in a
1222
00:38:44,230 –> 00:38:46,510
premise situation where you have
1223
00:38:46,510 –> 00:38:48,240
to do upgrades, run business
1224
00:38:48,240 –> 00:38:50,120
cases and prove out the
1225
00:38:50,120 –> 00:38:52,220
return in investment. It’s very
1226
00:38:52,220 –> 00:38:53,770
much could be years behind
1227
00:38:53,770 –> 00:38:54,940
the cycle of when the
1228
00:38:54,940 –> 00:38:56,300
features and capabilities that are
1229
00:38:56,300 –> 00:38:58,660
delivered by Genesys and Microsoft are
1230
00:38:58,660 –> 00:39:01,930
available. Now, using cloud technology,
1231
00:39:01,980 –> 00:39:03,220
that’s one of the advantages,
1232
00:39:04,630 –> 00:39:06,910
have access to it immediately.
1233
00:39:06,910 –> 00:39:10,050
That can be delivered in
1234
00:39:10,050 –> 00:39:11,250
the cloud through a public
1235
00:39:11,250 –> 00:39:12,820
cloud, all through a private
1236
00:39:12,820 –> 00:39:14,150
cloud on your own premise
1237
00:39:14,150 –> 00:39:16,310
using container technology, which is
1238
00:39:16,310 –> 00:39:18,230
a cloud technology. This makes
1239
00:39:18,230 –> 00:39:19,960
it very easy to manage
1240
00:39:20,380 –> 00:39:22,710
a single architecture. At the
1241
00:39:22,710 –> 00:39:25,030
same time, it gives customers
1242
00:39:25,030 –> 00:39:27,650
control on when and how
1243
00:39:27,650 –> 00:39:29,080
they deploy this to suit
1244
00:39:29,160 –> 00:39:33,740
their business. With that, what
1245
00:39:33,740 –> 00:39:35,990
we have done with Genesys
1246
00:39:36,340 –> 00:39:37,470
Engage on Azure, it’s a
1247
00:39:37,470 –> 00:39:40,740
full multi- cloud model, completely
1248
00:39:40,740 –> 00:39:44,130
re- architected using containerization technology.
1249
00:39:45,130 –> 00:39:46,190
That will ensure that the
1250
00:39:46,190 –> 00:39:49,450
most challenging enterprises that have
1251
00:39:49,450 –> 00:39:53,540
really complex communications need, network
1252
00:39:53,540 –> 00:39:56,470
needs, security needs have choice
1253
00:39:56,470 –> 00:39:57,500
in the way they want
1254
00:39:57,500 –> 00:39:58,750
to deliver it. Be it
1255
00:39:58,840 –> 00:40:01,010
public cloud on Azure, be
1256
00:40:01,010 –> 00:40:03,010
a private cloud on premise
1257
00:40:03,010 –> 00:40:05,220
Azure stack. You’ll be able
1258
00:40:05,220 –> 00:40:06,900
to have those choices in
1259
00:40:06,950 –> 00:40:08,800
design or even in a
1260
00:40:08,800 –> 00:40:10,840
hybrid model. That’s going to
1261
00:40:10,840 –> 00:40:12,890
reduce the use of virtual
1262
00:40:12,890 –> 00:40:14,910
machines, which has a lot of
1263
00:40:14,910 –> 00:40:17,940
footprint using containers, but it
1264
00:40:17,940 –> 00:40:19,910
also allows complete orchestration at
1265
00:40:19,910 –> 00:40:23,630
an operational level. Now, on
1266
00:40:23,630 –> 00:40:25,140
that, David, you’ve got some
1267
00:40:25,140 –> 00:40:26,860
thoughts on that? Yeah, for
1268
00:40:26,860 –> 00:40:28,550
sure. I thought Ben actually
1269
00:40:28,550 –> 00:40:29,330
asked a question here, is
1270
00:40:29,330 –> 00:40:33,240
Genesys Microsoft offering going to
1271
00:40:33,240 –> 00:40:35,440
go market on Microsoft Azure?
1272
00:40:35,440 –> 00:40:36,590
Absolutely. That’s why we’re here and
1273
00:40:36,710 –> 00:40:37,670
we’re talking about it. I
1274
00:40:37,670 –> 00:40:39,140
think the power of containers,
1275
00:40:39,140 –> 00:40:40,360
if we think about technical
1276
00:40:40,650 –> 00:40:43,150
integrity of a product, what
1277
00:40:43,410 –> 00:40:44,770
containers allows us to do
1278
00:40:44,820 –> 00:40:46,100
when we put the technology
1279
00:40:46,100 –> 00:40:47,490
into these blocks is allow
1280
00:40:47,490 –> 00:40:48,650
them to easily pour in
1281
00:40:48,650 –> 00:40:50,700
between these environments on premise
1282
00:40:50,940 –> 00:40:52,450
to a public cloud, public
1283
00:40:52,450 –> 00:40:53,670
cloud to public cloud and
1284
00:40:53,670 –> 00:40:54,790
integrate a little bit better.
1285
00:40:55,170 –> 00:40:55,980
The reason why you would
1286
00:40:55,980 –> 00:40:57,030
want to do that obviously
1287
00:40:57,030 –> 00:40:57,640
is because we’re going to
1288
00:40:57,640 –> 00:40:58,980
continue to innovate and drive
1289
00:40:58,980 –> 00:41:01,790
scale and products within Azure
1290
00:41:01,980 –> 00:41:03,110
that don’t exist on the
1291
00:41:03,110 –> 00:41:04,360
on premises side, or don’t
1292
00:41:04,360 –> 00:41:06,010
exist with our products on
1293
00:41:06,010 –> 00:41:07,070
premise, or maybe another public
1294
00:41:07,230 –> 00:41:09,440
provider doesn’t provide the same
1295
00:41:09,440 –> 00:41:11,580
extent toward. Instead of having
1296
00:41:11,580 –> 00:41:12,760
to re- architect the entire
1297
00:41:12,760 –> 00:41:13,950
solution, we can do it
1298
00:41:13,950 –> 00:41:15,860
in these blocks to make
1299
00:41:15,860 –> 00:41:17,090
sure that the Genesys platform
1300
00:41:17,090 –> 00:41:19,020
is taking advantage of the
1301
00:41:19,020 –> 00:41:20,490
best and brightest out of
1302
00:41:20,490 –> 00:41:21,990
a public cloud offering while
1303
00:41:21,990 –> 00:41:23,430
still maintaining the integrity of
1304
00:41:23,540 –> 00:41:25,090
the architecture that the Genesys
1305
00:41:25,090 –> 00:41:27,920
platform actually provides. Yes, we’re
1306
00:41:27,920 –> 00:41:30,040
offering this product on Microsoft,
1307
00:41:30,040 –> 00:41:31,460
but also think about containers
1308
00:41:31,460 –> 00:41:33,580
as an easier portability scenario
1309
00:41:34,090 –> 00:41:35,750
between cloud offerings or between
1310
00:41:35,750 –> 00:41:37,670
on premise and cloud, and really
1311
00:41:37,670 –> 00:41:39,480
enabling that multi- cloud multi-
1312
00:41:39,660 –> 00:41:44,400
user experience model. When we
1313
00:41:44,400 –> 00:41:45,860
first started talking about containers,
1314
00:41:45,860 –> 00:41:47,080
we had used the phrase
1315
00:41:47,080 –> 00:41:48,290
that really what they are
1316
00:41:48,290 –> 00:41:49,870
is they’re cloud ready. Even
1317
00:41:50,260 –> 00:41:51,480
if you’re still using it
1318
00:41:51,860 –> 00:41:53,290
to begin with on premise,
1319
00:41:53,290 –> 00:41:55,580
as you currently have, they
1320
00:41:55,580 –> 00:41:56,740
really set you up nicely
1321
00:41:56,740 –> 00:41:58,820
for when you’re ready to
1322
00:41:58,820 –> 00:42:03,750
make that move. Thanks Bobbi.
1323
00:42:03,750 –> 00:42:07,820
Look, we believe this technology
1324
00:42:07,940 –> 00:42:10,640
will ensure that customers who
1325
00:42:10,640 –> 00:42:12,250
invest, not just in Genesys
1326
00:42:12,250 –> 00:42:14,650
Engage and Microsoft, but also
1327
00:42:14,650 –> 00:42:17,280
gives them future choice and
1328
00:42:17,280 –> 00:42:18,870
flexibility in the way they
1329
00:42:18,870 –> 00:42:21,010
architect control and manage, at
1330
00:42:21,360 –> 00:42:22,660
the same time, continuing to
1331
00:42:22,660 –> 00:42:25,090
deliver that personalized experience. We’re
1332
00:42:25,090 –> 00:42:28,700
really excited, one about our
1333
00:42:28,730 –> 00:42:30,590
partnership with Microsoft, but more
1334
00:42:30,590 –> 00:42:32,890
importantly, around how we’re going
1335
00:42:32,890 –> 00:42:35,560
to really help customers deliver
1336
00:42:35,560 –> 00:42:40,270
that personalized experience. All right.
1337
00:42:40,270 –> 00:42:42,460
On that note, and actually,
1338
00:42:42,460 –> 00:42:43,100
I will just give a
1339
00:42:43,100 –> 00:42:43,970
quick shout out. I know
1340
00:42:43,970 –> 00:42:45,450
we’ve had some questions coming
1341
00:42:45,450 –> 00:42:47,410
in. Please feel free to
1342
00:42:47,560 –> 00:42:49,170
tap into the Q&A, and we’ll
1343
00:42:49,170 –> 00:42:50,730
ask as we go, or
1344
00:42:50,730 –> 00:42:52,070
certainly we’ll save some time
1345
00:42:52,070 –> 00:42:52,970
at the end to hit
1346
00:42:52,970 –> 00:42:55,340
those questions. With that, the
1347
00:42:55,370 –> 00:42:57,110
next topic that we’re looking
1348
00:42:57,110 –> 00:42:58,270
to, Jeff, I know you
1349
00:42:58,270 –> 00:43:00,340
put together… we’ve all been
1350
00:43:00,340 –> 00:43:02,830
talking about the personalization and
1351
00:43:02,830 –> 00:43:04,400
the value of it. I
1352
00:43:04,400 –> 00:43:05,290
know you put together a
1353
00:43:05,290 –> 00:43:06,220
way for all of us
1354
00:43:06,220 –> 00:43:07,880
to actually see it in
1355
00:43:07,880 –> 00:43:10,020
an example. Yeah, no, thanks
1356
00:43:10,020 –> 00:43:12,520
Bobbi. Look, I’m really excited to
1357
00:43:12,750 –> 00:43:14,950
bring this to life. It’s
1358
00:43:15,350 –> 00:43:16,140
great to be able to talk
1359
00:43:16,410 –> 00:43:17,600
about it, but it’s great to see it come
1360
00:43:17,600 –> 00:43:18,860
to life. I’d like to
1361
00:43:19,570 –> 00:43:22,910
paint out a scenario. Imagine
1362
00:43:22,910 –> 00:43:24,000
being able to build a
1363
00:43:24,000 –> 00:43:26,520
personal concierge for every one
1364
00:43:26,520 –> 00:43:28,490
of your customers. Now, with
1365
00:43:28,490 –> 00:43:29,800
this, I’d like you to keep
1366
00:43:29,850 –> 00:43:32,210
in mind three things. Number
1367
00:43:32,210 –> 00:43:35,080
one, we are proactively engaging
1368
00:43:35,080 –> 00:43:36,440
with each customer at the
1369
00:43:36,440 –> 00:43:38,820
moment of truth. It’s those
1370
00:43:38,820 –> 00:43:40,240
moments that really matter. That
1371
00:43:40,240 –> 00:43:42,270
moment we can create empathy
1372
00:43:42,270 –> 00:43:44,090
to show we really care
1373
00:43:44,090 –> 00:43:46,110
for our customers. The second
1374
00:43:46,110 –> 00:43:48,710
point is personalization, and that’s
1375
00:43:48,710 –> 00:43:50,130
the ability to really personalize
1376
00:43:50,130 –> 00:43:51,900
the content for every single
1377
00:43:51,900 –> 00:43:54,460
customer. The last is that
1378
00:43:54,460 –> 00:43:56,060
contextual experience. That is the
1379
00:43:56,440 –> 00:43:59,460
ability to retain and maintain
1380
00:43:59,460 –> 00:44:01,120
the context, no matter what
1381
00:44:01,120 –> 00:44:02,770
the channel and no matter how long they’ve
1382
00:44:02,770 –> 00:44:04,060
been a customer or how
1383
00:44:04,060 –> 00:44:05,310
long they’ve been engaged in
1384
00:44:05,310 –> 00:44:07,510
that particular conversation. What I’d like to
1385
00:44:08,090 –> 00:44:10,130
do to start the story
1386
00:44:10,180 –> 00:44:14,050
is introduced Cara. Now, Kara is
1387
00:44:14,050 –> 00:44:15,800
a young professional thinking about
1388
00:44:15,800 –> 00:44:17,220
buying a home and she’s
1389
00:44:17,220 –> 00:44:19,060
been a customer of Banco
1390
00:44:19,060 –> 00:44:20,200
D- Miro for some time.
1391
00:44:20,200 –> 00:44:20,970
She lives in a rented
1392
00:44:20,970 –> 00:44:23,440
apartment in Austin, and she
1393
00:44:23,440 –> 00:44:25,300
has this dream to own
1394
00:44:25,300 –> 00:44:27,650
a home. Now, one day
1395
00:44:27,650 –> 00:44:29,560
she receives a notification on
1396
00:44:29,560 –> 00:44:31,370
her app letting her about
1397
00:44:31,370 –> 00:44:33,240
the bank, and the bank
1398
00:44:33,240 –> 00:44:34,200
has some great offers for
1399
00:44:34,200 –> 00:44:35,420
anyone interested in a home
1400
00:44:35,420 –> 00:44:37,660
loan. She wants to learn
1401
00:44:37,660 –> 00:44:40,490
more and she logs in
1402
00:44:40,490 –> 00:44:42,090
using her username and password
1403
00:44:42,090 –> 00:44:44,160
on through the app. What
1404
00:44:44,160 –> 00:44:46,520
happens is she’s advised that
1405
00:44:46,520 –> 00:44:47,620
she needs a series of
1406
00:44:47,720 –> 00:44:50,020
documents to complete the loan
1407
00:44:50,020 –> 00:44:53,340
application. She doesn’t actually have
1408
00:44:53,340 –> 00:44:54,260
all days on a mobile
1409
00:44:54,260 –> 00:44:57,110
device. You can see here,
1410
00:44:57,170 –> 00:44:58,530
she’s going through the process,
1411
00:44:59,040 –> 00:45:01,330
and it requests her for
1412
00:45:01,330 –> 00:45:02,440
all these documents, which would
1413
00:45:02,440 –> 00:45:03,640
be part of that loan
1414
00:45:03,640 –> 00:45:06,780
application. Now, Cara thinks, look,
1415
00:45:06,780 –> 00:45:07,580
I don’t actually have all
1416
00:45:07,580 –> 00:45:09,220
my documents on my mobile
1417
00:45:09,220 –> 00:45:10,470
phone, what I’m going to
1418
00:45:10,470 –> 00:45:11,590
do, I’ll come back later
1419
00:45:11,590 –> 00:45:12,300
when I can sit in
1420
00:45:12,340 –> 00:45:13,850
front of my computer, I’ve
1421
00:45:13,850 –> 00:45:14,540
got access to all my
1422
00:45:14,540 –> 00:45:17,720
documents, and I’ll fill out
1423
00:45:17,720 –> 00:45:21,840
this mortgage application. Cara comes
1424
00:45:21,840 –> 00:45:23,960
back a little bit later
1425
00:45:24,030 –> 00:45:27,010
to the website, logs in,
1426
00:45:29,110 –> 00:45:31,170
and what happens is she’s
1427
00:45:31,170 –> 00:45:34,670
surprised and delighted that when
1428
00:45:34,670 –> 00:45:35,520
she has logged in on
1429
00:45:35,520 –> 00:45:36,880
the web, the bank actually
1430
00:45:36,880 –> 00:45:39,790
has welcomed her back, but
1431
00:45:39,790 –> 00:45:41,940
more importantly, understands what she’s
1432
00:45:41,940 –> 00:45:44,020
been doing, and even offers
1433
00:45:44,020 –> 00:45:45,330
to take her back to
1434
00:45:45,370 –> 00:45:47,620
where she left off, so
1435
00:45:47,870 –> 00:45:49,950
Cara begins the process of
1436
00:45:49,950 –> 00:45:51,920
filling out the information required.
1437
00:45:51,920 –> 00:45:57,130
Here’s the request for the
1438
00:45:57,130 –> 00:46:01,040
documents. She’s got the context, doesn’t
1439
00:46:01,040 –> 00:46:01,990
need to repeat, doesn’t need
1440
00:46:02,240 –> 00:46:04,830
to go looking, and starts
1441
00:46:04,830 –> 00:46:07,830
the process here. Now, in
1442
00:46:07,830 –> 00:46:08,900
the background here, you can
1443
00:46:08,900 –> 00:46:10,220
see we’ve got the process
1444
00:46:10,220 –> 00:46:12,700
starting, but also on the
1445
00:46:12,700 –> 00:46:13,790
right hand side, you can
1446
00:46:13,790 –> 00:46:16,360
start seeing Genesys predictive engagement
1447
00:46:16,360 –> 00:46:18,470
at work trying to understand
1448
00:46:18,470 –> 00:46:20,010
her experience within the journey.
1449
00:46:20,730 –> 00:46:21,840
Now, if you look at the right
1450
00:46:21,840 –> 00:46:23,720
hand side ingrained, this is
1451
00:46:23,720 –> 00:46:25,710
the active session, but what
1452
00:46:25,710 –> 00:46:27,760
you see below also is
1453
00:46:27,840 –> 00:46:28,860
the session early in the
1454
00:46:28,860 –> 00:46:29,980
day through the mobile app
1455
00:46:30,400 –> 00:46:32,120
and many other interactions previously
1456
00:46:32,120 –> 00:46:32,830
with the bank as well.
1457
00:46:32,860 –> 00:46:34,820
Now, this is about moving
1458
00:46:34,820 –> 00:46:37,610
to long, lived engagements across
1459
00:46:37,610 –> 00:46:39,980
multiple linked interaction channels to
1460
00:46:39,980 –> 00:46:41,900
really track the history of
1461
00:46:41,900 –> 00:46:43,390
that customer with the brand.
1462
00:46:45,110 –> 00:46:47,750
Now, as she continues to
1463
00:46:47,750 –> 00:46:48,850
move through the process on
1464
00:46:48,860 –> 00:46:50,150
the left there, she has
1465
00:46:50,150 –> 00:46:51,860
identified into a series of
1466
00:46:51,860 –> 00:46:55,200
segments. You can see she has been
1467
00:46:55,200 –> 00:46:58,220
identified as an existing customer,
1468
00:46:58,750 –> 00:46:59,500
as a customer with a
1469
00:46:59,500 –> 00:47:01,740
great credit score, and somebody
1470
00:47:01,740 –> 00:47:03,150
who is now a mortgage
1471
00:47:03,150 –> 00:47:06,590
prospect. This, in real time,
1472
00:47:06,760 –> 00:47:08,930
is assessing what segments she’s
1473
00:47:08,930 –> 00:47:11,600
qualified for based on the
1474
00:47:11,600 –> 00:47:13,300
information that we know about Cara,
1475
00:47:13,300 –> 00:47:15,720
but more importantly also, what she’s entering
1476
00:47:15,770 –> 00:47:18,940
at that time. We’ve identified
1477
00:47:18,940 –> 00:47:21,530
her, and as she’s trying
1478
00:47:21,530 –> 00:47:22,960
to complete that loan application,
1479
00:47:22,960 –> 00:47:24,470
you can see that the
1480
00:47:24,480 –> 00:47:26,310
likelihood to a successful outcome
1481
00:47:26,310 –> 00:47:28,810
is continuing to improve. Now,
1482
00:47:28,950 –> 00:47:31,690
as this happens, the bank
1483
00:47:31,690 –> 00:47:33,770
continues to learn more. This
1484
00:47:33,770 –> 00:47:35,260
is going to be a continual part
1485
00:47:35,260 –> 00:47:37,900
of that approval process. Now,
1486
00:47:38,700 –> 00:47:39,720
here she comes to a
1487
00:47:39,720 –> 00:47:41,520
customer workflow, which can be
1488
00:47:41,520 –> 00:47:44,100
integrated into the Genesys platform.
1489
00:47:45,950 –> 00:47:46,980
The back office system here
1490
00:47:46,980 –> 00:47:48,430
is requesting a number of
1491
00:47:48,430 –> 00:47:50,960
files to be uploaded. Cara
1492
00:47:50,960 –> 00:47:53,810
starts uploading those documents and
1493
00:47:54,020 –> 00:47:57,860
submitting those. She comes to
1494
00:47:57,860 –> 00:47:59,990
the last one, and she
1495
00:47:59,990 –> 00:48:00,770
gets to the point where
1496
00:48:00,770 –> 00:48:01,920
she needs an employment letter.
1497
00:48:01,970 –> 00:48:03,090
Now, she actually doesn’t have
1498
00:48:03,090 –> 00:48:05,060
it handy, but she knows
1499
00:48:05,060 –> 00:48:06,440
where to get it. What
1500
00:48:06,440 –> 00:48:08,000
Cara does, she actually goes
1501
00:48:08,000 –> 00:48:09,410
to another browser window to
1502
00:48:09,410 –> 00:48:12,320
log into her company HR
1503
00:48:12,320 –> 00:48:15,360
system. Now, at this time,
1504
00:48:16,340 –> 00:48:18,370
Genesys predictive engagement is starting
1505
00:48:18,380 –> 00:48:19,620
to recognize there’s a break
1506
00:48:19,620 –> 00:48:21,760
in the workflow. What we want
1507
00:48:21,950 –> 00:48:22,820
to do is we want to make
1508
00:48:22,820 –> 00:48:24,360
sure we engage with Cara
1509
00:48:24,720 –> 00:48:26,540
at the right moment, and
1510
00:48:26,540 –> 00:48:28,560
more importantly, proactively serve a
1511
00:48:28,560 –> 00:48:30,530
chat to her to say
1512
00:48:30,530 –> 00:48:31,380
how we can help you.
1513
00:48:33,350 –> 00:48:34,530
We’ve recognized the break in
1514
00:48:34,530 –> 00:48:35,950
the workflow, we’ve sent a
1515
00:48:35,950 –> 00:48:38,710
pop up on the application
1516
00:48:38,710 –> 00:48:40,690
there, and it says, we
1517
00:48:40,690 –> 00:48:42,970
recognize something. What we’re doing
1518
00:48:42,970 –> 00:48:44,100
is we’re letting her know
1519
00:48:44,100 –> 00:48:45,410
that we’re really one step
1520
00:48:45,410 –> 00:48:46,960
ahead and we’re personalizing that
1521
00:48:46,960 –> 00:48:50,460
conversation with her. Now, so
1522
00:48:50,460 –> 00:48:54,650
Cara looks to engage because,
1523
00:48:54,650 –> 00:48:56,290
at this point, when she
1524
00:48:56,290 –> 00:48:58,740
answers, she expects that she’s
1525
00:48:58,740 –> 00:48:59,460
going to have to re-
1526
00:48:59,460 –> 00:49:01,580
explain what’s happening, and she’s
1527
00:49:01,580 –> 00:49:03,900
extremely surprised when… she can
1528
00:49:03,900 –> 00:49:04,950
see there’s a high level
1529
00:49:04,950 –> 00:49:08,130
of conversation intelligence, and that
1530
00:49:08,130 –> 00:49:09,940
we’re really able to retain the context here.
1531
00:49:10,970 –> 00:49:12,630
As Cara continues to interact
1532
00:49:12,630 –> 00:49:14,400
with the bot, and you
1533
00:49:14,400 –> 00:49:15,620
can see the conversation on
1534
00:49:15,620 –> 00:49:17,010
the right there, she’ll be
1535
00:49:17,010 –> 00:49:19,530
identified through the process that
1536
00:49:19,530 –> 00:49:20,740
she’s a first time buyer.
1537
00:49:21,720 –> 00:49:24,600
Now, as a result, with
1538
00:49:24,600 –> 00:49:26,330
our predictive routing at work,
1539
00:49:26,630 –> 00:49:27,500
what we can do is
1540
00:49:27,500 –> 00:49:29,370
we can make sure that
1541
00:49:29,750 –> 00:49:32,870
we can connect Cara with
1542
00:49:32,870 –> 00:49:34,490
the best agent that has
1543
00:49:34,490 –> 00:49:36,490
the best skills to help
1544
00:49:36,490 –> 00:49:38,410
her, and more importantly, to
1545
00:49:38,410 –> 00:49:39,360
help her as a first
1546
00:49:39,360 –> 00:49:42,420
time loan applicant. Now we’re
1547
00:49:42,420 –> 00:49:44,910
looking at the agent desktop.
1548
00:49:45,400 –> 00:49:46,480
What we can see here,
1549
00:49:46,510 –> 00:49:48,020
now, this is the first time
1550
00:49:48,320 –> 00:49:50,440
we’ve brought a live human
1551
00:49:50,440 –> 00:49:53,410
agent into the conversation and the process. Now
1552
00:49:53,830 –> 00:49:55,230
we’ve routed this conversation to
1553
00:49:55,230 –> 00:49:57,010
James, and you can see, here’s
1554
00:49:57,440 –> 00:49:58,920
a simplification of the agent
1555
00:49:58,920 –> 00:50:00,370
desktop, and on the top
1556
00:50:00,370 –> 00:50:01,350
of the screen, we’ve actually
1557
00:50:01,350 –> 00:50:02,260
made it a lot easier
1558
00:50:02,260 –> 00:50:03,900
for James, the agent, to
1559
00:50:03,900 –> 00:50:06,660
see all the information about
1560
00:50:06,660 –> 00:50:08,130
who the customer is, how
1561
00:50:08,130 –> 00:50:09,520
long she has been a customer and
1562
00:50:09,520 –> 00:50:10,530
what she’s trying to do,
1563
00:50:10,740 –> 00:50:11,990
and all the different segments
1564
00:50:11,990 –> 00:50:13,790
that she’s qualified into. James
1565
00:50:13,790 –> 00:50:14,770
can also see the full
1566
00:50:14,770 –> 00:50:18,570
transcription of that conversation between
1567
00:50:18,570 –> 00:50:20,210
Cara and the bot and
1568
00:50:20,210 –> 00:50:21,730
her entire experience in this
1569
00:50:21,730 –> 00:50:25,900
journey. Now, James also continues
1570
00:50:25,900 –> 00:50:27,610
to interact with Cara, but
1571
00:50:27,690 –> 00:50:29,630
our transcription services is helping
1572
00:50:29,630 –> 00:50:32,430
James. To make sure that
1573
00:50:32,430 –> 00:50:34,230
he’s understanding and being able
1574
00:50:34,230 –> 00:50:36,060
to really answer with the
1575
00:50:36,060 –> 00:50:38,180
right set of answer to
1576
00:50:38,180 –> 00:50:40,580
her questions, even more, you
1577
00:50:40,580 –> 00:50:41,990
can see, on the right
1578
00:50:41,990 –> 00:50:43,540
hand side here, that we’re
1579
00:50:43,540 –> 00:50:45,690
actually going to personalize the
1580
00:50:45,690 –> 00:50:47,710
answers that James can give
1581
00:50:47,710 –> 00:50:49,160
Cara that are specific to
1582
00:50:49,160 –> 00:50:51,510
her in this situation. Now,
1583
00:50:51,510 –> 00:50:53,050
James can give Cara answers
1584
00:50:53,050 –> 00:50:56,600
that will be specific. He’ll
1585
00:50:56,600 –> 00:50:58,050
know how long she’s been
1586
00:50:58,050 –> 00:50:59,900
a customer, and based on
1587
00:50:59,900 –> 00:51:02,050
that, he can see that
1588
00:51:02,120 –> 00:51:04,320
she has qualified for what
1589
00:51:04,320 –> 00:51:05,800
we call the customer loyalty
1590
00:51:05,800 –> 00:51:07,100
plus program, and that gives
1591
00:51:07,100 –> 00:51:08,540
her an even higher discount.
1592
00:51:08,970 –> 00:51:09,930
So as I continue this
1593
00:51:09,930 –> 00:51:13,480
interaction, what’s really happening is
1594
00:51:13,550 –> 00:51:15,010
we’re getting one step closer
1595
00:51:15,200 –> 00:51:16,530
to bring Cara to her home
1596
00:51:17,470 –> 00:51:20,720
dream of ownership, and obviously,
1597
00:51:21,130 –> 00:51:23,040
she’s been approved. Now, what
1598
00:51:23,360 –> 00:51:24,940
Genesys and Microsoft are doing here
1599
00:51:24,940 –> 00:51:28,300
is really creating those opportunities
1600
00:51:28,300 –> 00:51:29,620
to connect with the brand,
1601
00:51:30,570 –> 00:51:32,510
with the customer. It’s all
1602
00:51:32,510 –> 00:51:33,890
about those connections, making sure
1603
00:51:33,890 –> 00:51:35,510
we’re being proactive in the
1604
00:51:35,510 –> 00:51:37,010
right moment, the moment of
1605
00:51:37,010 –> 00:51:39,180
truth, and the moment that
1606
00:51:39,180 –> 00:51:40,250
we can take some action,
1607
00:51:40,250 –> 00:51:42,170
and the moment where agents are going to be able to
1608
00:51:42,170 –> 00:51:43,760
show empathy that builds that
1609
00:51:43,760 –> 00:51:46,530
loyalty. We’re personalizing the content to something
1610
00:51:47,070 –> 00:51:48,130
that feels like you’re talking
1611
00:51:48,130 –> 00:51:49,070
to me as the customer,
1612
00:51:50,120 –> 00:51:51,100
something about me as a
1613
00:51:51,100 –> 00:51:52,460
customer, and more importantly, we’re
1614
00:51:52,460 –> 00:51:54,540
retaining that context no matter
1615
00:51:54,550 –> 00:51:56,400
what digital channel or how
1616
00:51:56,400 –> 00:51:57,770
you’ve interacted over what period
1617
00:51:57,770 –> 00:51:59,590
of time. This is really
1618
00:52:00,090 –> 00:52:01,670
what personalization is about and
1619
00:52:01,670 –> 00:52:03,350
bringing experience as a service
1620
00:52:03,350 –> 00:52:08,400
to life. With that, I know we have just a few
1621
00:52:08,400 –> 00:52:09,700
moments left, so I want to I save just
1622
00:52:09,700 –> 00:52:11,340
a few minutes for questions.
1623
00:52:11,880 –> 00:52:12,880
Jeff, David, if you wouldn’t
1624
00:52:12,880 –> 00:52:15,410
mind just rounding out the
1625
00:52:15,410 –> 00:52:16,820
remainder of the information on
1626
00:52:16,820 –> 00:52:20,570
our strategic alliance. Sure. I’ll
1627
00:52:21,470 –> 00:52:23,370
I’ll do a quick overview.
1628
00:52:23,430 –> 00:52:25,430
Look, we’re real excited about
1629
00:52:25,830 –> 00:52:27,880
our partnership with Microsoft. We’ve
1630
00:52:27,880 –> 00:52:29,020
been working with Microsoft for
1631
00:52:29,020 –> 00:52:31,130
many years, but this partnership
1632
00:52:31,210 –> 00:52:32,040
is taking it to a
1633
00:52:32,040 –> 00:52:33,810
whole new level. What we’re
1634
00:52:33,810 –> 00:52:36,800
doing is we are integrating
1635
00:52:37,580 –> 00:52:40,080
Genesys Engage on Azure. There’s
1636
00:52:40,080 –> 00:52:41,350
been some questions, we’re looking
1637
00:52:41,350 –> 00:52:44,050
to deliver, for early adopters,
1638
00:52:44,050 –> 00:52:45,560
Genesys Engage on Azure in
1639
00:52:45,560 –> 00:52:46,900
Q3 this year, and we’re
1640
00:52:46,900 –> 00:52:48,320
really keen to start those
1641
00:52:48,320 –> 00:52:50,390
conversations with customers. At the same
1642
00:52:50,390 –> 00:52:53,060
time, we’re integrating Microsoft teams
1643
00:52:53,220 –> 00:52:54,920
with Genesys Engage and Genesys
1644
00:52:54,920 –> 00:52:56,900
Cloud. We’ll have Microsoft teams
1645
00:52:56,900 –> 00:52:58,650
on Genesys cloud available next
1646
00:52:58,650 –> 00:53:02,120
quarter in Q2. Also, native
1647
00:53:02,120 –> 00:53:04,290
integration with Microsoft dynamics. It’s
1648
00:53:04,290 –> 00:53:06,330
available today with Genesys Engage
1649
00:53:06,600 –> 00:53:08,700
and available with Genesys Cloud as
1650
00:53:08,700 –> 00:53:12,000
well. But what’s really exciting
1651
00:53:12,000 –> 00:53:13,250
is how we bring our
1652
00:53:13,250 –> 00:53:15,610
technology and innovate together. By
1653
00:53:15,610 –> 00:53:18,320
bringing our Genesys AI platform
1654
00:53:18,320 –> 00:53:20,440
and orchestration services to deliver
1655
00:53:20,440 –> 00:53:21,800
those personal experiences, you’ve just
1656
00:53:21,800 –> 00:53:23,540
seen, we’re working with Microsoft
1657
00:53:23,540 –> 00:53:25,200
to bring their Microsoft cognitive
1658
00:53:25,200 –> 00:53:27,610
services, to help power these
1659
00:53:27,910 –> 00:53:29,730
experience and really drive these
1660
00:53:29,730 –> 00:53:32,690
insights and actions to apply these
1661
00:53:32,690 –> 00:53:34,310
experiences. This is just the
1662
00:53:34,310 –> 00:53:36,320
start of the innovation with Microsoft
1663
00:53:36,320 –> 00:53:38,320
and Genesys, but we’re also
1664
00:53:38,320 –> 00:53:40,010
going to be going to
1665
00:53:40,010 –> 00:53:41,870
market together and talking to
1666
00:53:41,870 –> 00:53:44,930
customers together. David. Yeah. What I
1667
00:53:45,310 –> 00:53:46,780
would say on that, and I
1668
00:53:46,780 –> 00:53:47,410
know there’s been a lot
1669
00:53:47,410 –> 00:53:48,770
of questions in the QA panel of
1670
00:53:48,770 –> 00:53:50,570
why Microsoft and what’s the advantages of
1671
00:53:50,570 –> 00:53:51,880
Azure. Beyond the fact that we
1672
00:53:52,130 –> 00:53:53,950
just talked about security scale,
1673
00:53:54,210 –> 00:53:58,450
global presence, historical enterprise relationships,
1674
00:53:59,240 –> 00:54:00,320
the work we’re building in
1675
00:54:00,320 –> 00:54:03,360
this hybrid environment is really
1676
00:54:03,360 –> 00:54:04,900
important to think about this
1677
00:54:04,900 –> 00:54:07,930
connected identity, unified identity platform
1678
00:54:07,930 –> 00:54:10,250
between Genesys and Microsoft services
1679
00:54:10,330 –> 00:54:11,460
in a cloud environment, as
1680
00:54:11,460 –> 00:54:13,910
well as on premises. The
1681
00:54:14,090 –> 00:54:16,320
AI capabilities and cognitive services
1682
00:54:16,320 –> 00:54:17,410
within Azure, that we’re now
1683
00:54:17,410 –> 00:54:18,640
serving up as a first
1684
00:54:18,640 –> 00:54:20,850
party service into Genesys is
1685
00:54:20,850 –> 00:54:22,820
an exceptional user scenario so
1686
00:54:22,820 –> 00:54:23,900
that you can get more
1687
00:54:23,900 –> 00:54:26,050
insights by just leveraging Genesys
1688
00:54:26,280 –> 00:54:27,230
than you’ve ever gotten in
1689
00:54:27,230 –> 00:54:29,180
the past. Then obviously this
1690
00:54:29,180 –> 00:54:31,650
database integration and workflow tools
1691
00:54:31,650 –> 00:54:32,650
that we can enable with
1692
00:54:32,650 –> 00:54:34,010
Azure directly in the Genesys
1693
00:54:34,010 –> 00:54:37,030
platform adds that advantage. I
1694
00:54:37,030 –> 00:54:37,810
see a lot of questions
1695
00:54:37,810 –> 00:54:39,160
in the panel about why
1696
00:54:39,560 –> 00:54:41,110
Azure versus some other public
1697
00:54:41,110 –> 00:54:42,510
cloud provider. It’s all the
1698
00:54:42,510 –> 00:54:43,870
reasons why all of our customers
1699
00:54:43,870 –> 00:54:45,470
are adopting Azure. It’s security,
1700
00:54:45,470 –> 00:54:47,950
it’s extendability, it’s hybrid it’s
1701
00:54:47,950 –> 00:54:50,130
parse, it’s AI analytics, it’s
1702
00:54:50,130 –> 00:54:51,560
cognitive services that we can
1703
00:54:51,560 –> 00:54:52,800
offer up as first party.
1704
00:54:53,580 –> 00:54:54,580
Furthermore, we’re going to continue
1705
00:54:54,700 –> 00:54:55,930
to innovate. There’s a reason
1706
00:54:55,930 –> 00:54:56,820
why we hold the number
1707
00:54:56,820 –> 00:54:58,530
one patent requests every year,
1708
00:54:58,790 –> 00:54:59,840
is we continue to build
1709
00:54:59,840 –> 00:55:00,910
new and new services. By
1710
00:55:00,910 –> 00:55:02,870
building this containerized approach for
1711
00:55:02,870 –> 00:55:04,760
Genesys on top of Azure,
1712
00:55:04,950 –> 00:55:06,360
we can actually drive those
1713
00:55:06,360 –> 00:55:08,240
innovations directly into products like
1714
00:55:08,240 –> 00:55:10,550
Genesys to actually extend their
1715
00:55:10,550 –> 00:55:12,440
capabilities in a much more
1716
00:55:12,440 –> 00:55:15,510
efficient and faster format. Yeah.
1717
00:55:15,510 –> 00:55:16,680
I know one of the
1718
00:55:16,680 –> 00:55:18,020
questions here that I’m looking
1719
00:55:18,020 –> 00:55:19,850
at is, I think it’s relevant to
1720
00:55:19,850 –> 00:55:21,280
this slide is, what is
1721
00:55:21,280 –> 00:55:24,470
the competitive advantage that, as
1722
00:55:24,470 –> 00:55:26,560
a customer, will gain by
1723
00:55:27,470 –> 00:55:28,720
working on both of these?
1724
00:55:28,830 –> 00:55:29,640
I know we had talked
1725
00:55:29,640 –> 00:55:31,150
before about that question specifically,
1726
00:55:31,770 –> 00:55:32,810
and one of the things
1727
00:55:32,810 –> 00:55:34,310
top of mind is we
1728
00:55:34,310 –> 00:55:36,300
know many customers are already
1729
00:55:36,300 –> 00:55:39,010
Microsoft. They’re already using those technologies.
1730
00:55:39,010 –> 00:55:40,360
They’re using Genesys of course,
1731
00:55:40,360 –> 00:55:42,650
being on this webinar. Just
1732
00:55:42,650 –> 00:55:44,030
the benefit of being able
1733
00:55:44,030 –> 00:55:45,920
to have our focus on
1734
00:55:45,920 –> 00:55:47,930
the integrations and bringing the
1735
00:55:47,930 –> 00:55:49,490
products to them to market
1736
00:55:49,960 –> 00:55:52,610
together. Yeah, absolutely. Also, again,
1737
00:55:52,610 –> 00:55:53,410
I think there’s something to be
1738
00:55:53,410 –> 00:55:54,600
said about the hybrid environment,
1739
00:55:54,740 –> 00:55:56,110
the hybrid capabilities. There are
1740
00:55:56,110 –> 00:55:56,930
always going to be on
1741
00:55:56,930 –> 00:55:58,450
premise applications, and we’re really
1742
00:55:58,450 –> 00:56:00,270
the only company that manages
1743
00:56:00,270 –> 00:56:03,020
security policy identity across the
1744
00:56:03,020 –> 00:56:04,470
on premises and the cloud
1745
00:56:05,040 –> 00:56:08,340
infrastructure, is correct. Yeah, there’s
1746
00:56:08,340 –> 00:56:09,650
lots of opportunities. There’s also,
1747
00:56:09,650 –> 00:56:11,030
one thing to know, we call
1748
00:56:11,030 –> 00:56:12,070
this go- to- market and
1749
00:56:12,070 –> 00:56:13,330
co- sell, which might be
1750
00:56:13,330 –> 00:56:15,080
foreign terms to customers who are like, what does that
1751
00:56:15,080 –> 00:56:16,840
mean? Our sellers are now
1752
00:56:16,940 –> 00:56:17,580
going to be out there
1753
00:56:17,580 –> 00:56:20,060
selling Genesys to their customers
1754
00:56:20,060 –> 00:56:21,840
as well. We compensate our
1755
00:56:21,840 –> 00:56:23,360
sellers for packaging up and
1756
00:56:23,360 –> 00:56:26,300
selling our prioritized ISV solutions
1757
00:56:26,300 –> 00:56:28,780
to their accounts. Obviously, it’s
1758
00:56:28,780 –> 00:56:29,370
a little bit of self-
1759
00:56:29,370 –> 00:56:30,810
serving because it pulls through
1760
00:56:30,810 –> 00:56:32,080
Azure, and so we obviously
1761
00:56:32,080 –> 00:56:34,370
get revenue and customers that
1762
00:56:34,370 –> 00:56:35,510
way, but it’s really about
1763
00:56:35,510 –> 00:56:37,820
having that integrated, cohesive experience
1764
00:56:37,820 –> 00:56:39,240
for our customers across different
1765
00:56:39,240 –> 00:56:40,740
products that they use. We
1766
00:56:40,740 –> 00:56:42,370
know Genesys is an industry leader
1767
00:56:42,380 –> 00:56:45,070
in customer relationship management. We
1768
00:56:45,070 –> 00:56:45,790
know there’s a bunch of
1769
00:56:45,790 –> 00:56:47,530
customers that have Genesys already, so
1770
00:56:47,530 –> 00:56:49,480
how do we connect the fact that they have Microsoft
1771
00:56:49,480 –> 00:56:51,220
and Genesys into a cohesive,
1772
00:56:51,830 –> 00:56:53,680
integrated platform? We’re going to
1773
00:56:53,680 –> 00:56:54,500
be able to enable that
1774
00:56:54,500 –> 00:56:55,990
a lot better and both
1775
00:56:55,990 –> 00:56:57,670
of our companies will experience an uplift
1776
00:56:57,670 –> 00:56:59,620
in customer satisfaction and revenue
1777
00:56:59,720 –> 00:57:02,070
as a result. Jeff, I
1778
00:57:02,070 –> 00:57:03,330
know you already gave the
1779
00:57:03,330 –> 00:57:05,780
pitch for our next slide
1780
00:57:05,780 –> 00:57:07,410
is registering to be an
1781
00:57:07,410 –> 00:57:09,360
early adopter for the Genesys
1782
00:57:09,360 –> 00:57:10,860
Engage on Azure again, third
1783
00:57:10,860 –> 00:57:12,030
quarter. I didn’t know if
1784
00:57:12,030 –> 00:57:13,240
there was any other highlight
1785
00:57:13,240 –> 00:57:14,010
you wanted to give on
1786
00:57:14,010 –> 00:57:17,200
that. Yeah. Look, like I
1787
00:57:17,200 –> 00:57:19,970
said, we’re going to be delivering Genesys
1788
00:57:19,970 –> 00:57:22,840
Engage on Azure, fully containerized
1789
00:57:22,840 –> 00:57:24,780
technology, and that will then
1790
00:57:24,780 –> 00:57:26,900
pave the way for other
1791
00:57:26,900 –> 00:57:29,400
hybrid models and on premise
1792
00:57:29,400 –> 00:57:30,380
models where you’ll be able
1793
00:57:30,380 –> 00:57:33,060
to take advantage of Microsoft
1794
00:57:33,060 –> 00:57:36,290
Azure, Genesys Engage and in
1795
00:57:36,290 –> 00:57:37,940
an architecture that you choose
1796
00:57:37,940 –> 00:57:38,640
that’s going to suit your
1797
00:57:38,640 –> 00:57:41,540
business. Then, knowing that natively,
1798
00:57:42,000 –> 00:57:43,130
you can bring the best
1799
00:57:43,130 –> 00:57:44,660
of Microsoft and Genesys together with
1800
00:57:44,660 –> 00:57:46,890
Microsoft teams, Microsoft dynamics, and
1801
00:57:46,890 –> 00:57:47,900
how we’re going to stitch
1802
00:57:48,940 –> 00:57:51,440
and power and fuel data
1803
00:57:51,520 –> 00:57:53,900
into our AI engines to
1804
00:57:53,900 –> 00:57:55,470
drive these types of experiences.
1805
00:57:56,880 –> 00:57:58,410
Excellent. On that note, I
1806
00:57:58,410 –> 00:57:59,320
know we are just about out of
1807
00:57:59,650 –> 00:58:01,090
time. There’s one question that
1808
00:58:01,090 –> 00:58:02,220
pops up here, and certainly
1809
00:58:02,220 –> 00:58:02,940
if we did not get
1810
00:58:02,940 –> 00:58:03,570
to it, I think we’ve
1811
00:58:03,570 –> 00:58:04,640
answered most of the others.
1812
00:58:05,730 –> 00:58:08,610
question. Having a complete Genesys
1813
00:58:08,610 –> 00:58:10,640
solution can be good, but
1814
00:58:10,640 –> 00:58:11,300
can you have a different
1815
00:58:11,300 –> 00:58:12,410
piece of the solution, for
1816
00:58:12,440 –> 00:58:14,520
example, a different workforce management
1817
00:58:14,520 –> 00:58:16,070
or recording solutions? I’ll jump
1818
00:58:16,070 –> 00:58:17,050
in real quick and say,
1819
00:58:17,200 –> 00:58:19,900
so absolutely it is, as
1820
00:58:19,900 –> 00:58:20,900
David had said, one of
1821
00:58:20,900 –> 00:58:22,260
the huge benefits is the
1822
00:58:22,260 –> 00:58:23,910
all in one approach, but
1823
00:58:23,910 –> 00:58:24,690
if there was something like
1824
00:58:24,690 –> 00:58:25,790
a variant they’re using for
1825
00:58:25,790 –> 00:58:27,290
workforce management, by all means,
1826
00:58:27,290 –> 00:58:30,380
we have numerous customers who
1827
00:58:30,710 –> 00:58:31,890
tie in those different types
1828
00:58:31,890 –> 00:58:35,740
of technologies. So. Go ahead,
1829
00:58:37,070 –> 00:58:38,060
Jeff. that’s mostly part of
1830
00:58:38,610 –> 00:58:39,370
what we talked about at the
1831
00:58:39,370 –> 00:58:39,970
top of the hour, the extensibility
1832
00:58:40,610 –> 00:58:42,290
of cloud platforms, teams, dynamics,
1833
00:58:42,290 –> 00:58:43,660
integration. You can use different
1834
00:58:43,660 –> 00:58:45,830
platforms, but still maintain a
1835
00:58:45,830 –> 00:58:47,490
customer environment by leveraging the
1836
00:58:47,490 –> 00:58:48,450
power of a public cloud,
1837
00:58:48,470 –> 00:58:51,100
so completely correct, Bobbi. Awesome.
1838
00:58:51,460 –> 00:58:54,040
On that note, David, Jeff,
1839
00:58:54,040 –> 00:58:55,390
thank you. This hour, for
1840
00:58:55,390 –> 00:58:57,190
me, at least it’s absolutely
1841
00:58:57,190 –> 00:58:59,140
flew. I really appreciate it.
1842
00:58:59,380 –> 00:59:00,390
Josh, back to you to
1843
00:59:00,610 –> 00:59:03,010
close this out. Thank you. Perfect.
1844
00:59:03,360 –> 00:59:06,160
much, Bobbi. Like she said,
1845
00:59:06,160 –> 00:59:06,750
I know that there were
1846
00:59:06,750 –> 00:59:07,660
quite a few questions that
1847
00:59:07,660 –> 00:59:08,620
we didn’t get to. Don’t
1848
00:59:08,620 –> 00:59:09,800
fret though. We will follow
1849
00:59:09,800 –> 00:59:10,760
up with you via email
1850
00:59:10,760 –> 00:59:11,970
within the next few business
1851
00:59:11,970 –> 00:59:13,360
days, and also feel free
1852
00:59:13,360 –> 00:59:15,440
to email us at [email protected]
1853
00:59:15,440 –> 00:59:17,040
genesys. com, no caps or
1854
00:59:17,040 –> 00:59:18,230
spaces with the title of
1855
00:59:18,230 –> 00:59:19,390
the webcast in the subject
1856
00:59:19,390 –> 00:59:20,390
line, and we’ll make sure
1857
00:59:20,390 –> 00:59:21,120
to follow up with you
1858
00:59:21,120 –> 00:59:22,350
as promptly as we can.
1859
00:59:24,020 –> 00:59:25,090
To wrap up, don’t forget
1860
00:59:25,090 –> 00:59:26,590
to take advantage of the
1861
00:59:26,590 –> 00:59:28,520
link that Jeff had referenced
1862
00:59:28,520 –> 00:59:29,620
earlier, that is in the
1863
00:59:29,620 –> 00:59:30,910
resource list below the Q&
1864
00:59:31,010 –> 00:59:31,810
A window. Make sure you
1865
00:59:31,810 –> 00:59:33,350
click on that before today’s
1866
00:59:33,350 –> 00:59:35,630
session ends. Also, be on
1867
00:59:35,630 –> 00:59:36,420
the lookout for the on-
1868
00:59:36,420 –> 00:59:38,230
demand recording from ON24. You’ll
1869
00:59:38,230 –> 00:59:39,030
be getting that within the
1870
00:59:39,030 –> 00:59:41,210
next few business days. With
1871
00:59:41,210 –> 00:59:42,020
all that being said, on
1872
00:59:42,020 –> 00:59:43,610
behalf of Bobbi David, Jeff,
1873
00:59:43,610 –> 00:59:44,900
and the entire Genesys team,
1874
00:59:44,900 –> 00:59:45,710
we thank you again for
1875
00:59:45,710 –> 00:59:48,540
joining today’s webcast. Genesys Engage
1876
00:59:48,650 –> 00:59:50,640
plus Microsoft Azure, transform your
1877
00:59:50,640 –> 00:59:52,560
customer experience in the cloud. Until
1878
00:59:52,560 –> 00:59:53,840
next time, have a good
1879
00:59:53,840 –> 00:59:54,120
one, everyone.