On-Demand Webinar

Genesys Multicloud CX on Microsoft Azure: Built for enterprise

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Customer experience is a powerful differentiator. When the world knows your brand, the stakes are high. If you can’t deliver the experience your customers expect, they’ll find someone who can.

To create a cloud ecosystem that delivers the level of experience your customers expect, you need global partners that provide personalization, scalability and security.

Join our panelists as they discuss how to:

  • Create enterprise-grade cloud ecosystems
  • Power digital transformation across your entire organization
  • Extend your Microsoft technology investment

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Good morning, evening, and afternoon everyone. This is Josh Reed from

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the digital events team here at Genesys. And let me

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start by saying welcome, and thank you all for joining

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today’s webcast Genesys Multicloud CX on Microsoft Azure: Built for Enterprise.

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As I usually do, I’m going to keep this short

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and sweet, but I do a couple of housekeeping items

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to cover before we get started. First off, if you

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experience any problems viewing or listening to today’s presentation, do

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me a favor and quickly refresh your browser. This usually

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fixes any console issues that you might experience. Also, if

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you’re having trouble seeing the content on the slides, or

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our presenters today on camera, you do have the ability

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to enlarge those slides by dragging any of the corners

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of the windows within the console. Also know that this

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is designed to be an interactive experience between you and

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our presenters today. First off, at any time throughout the

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webcast, you can submit questions into the Q& A window below

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the slides, and we’ll answer as many as we can

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throughout today’s presentation. However, and sometimes it happens, if time

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gets away from us and we aren’t able to answer

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all of your questions via the chat. What we’ll do

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is we’ll follow up with you via email within the

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next few business days. And also know that this is

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indeed being recorded, so for any reason you have to

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get up during the presentation, and you miss any part

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of it, don’t fret, you will receive a link to

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the on- demand recording via email from ON24 within the

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next few business days. And also I do encourage you

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to check out the resources and the resource box below

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the slides. These are going to expand on today’s topics.

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So go ahead. And if you would

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like, go ahead and click on those

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now, they’re going to open up in a new tab

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in your browser, and you’ll be able to examine those

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throughout today’s conversation. And lastly, we welcome and appreciate your

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feedback. We tailor these conversations to exactly what you the

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attendees want to learn more about and hear from Genesys.

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By filling out that survey it’ll provide us feedback and

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how we can customize our presentations for future webinars from

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Genesys. And like I said, short and sweet, so it’s

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actually my pleasure now to go ahead and hand things

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off to our moderator today. Abi Chandra, Abi. The floor

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is yours. Thank you, Josh. I am sure all of

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you are familiar with this character who is staring at

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us from the slide hanging upside down. Yes folks, that

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is Spider- Man. The utter ego of Peter Parker, an

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American teenager who was bit by a radioactive spider, as

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a result of that bite, Peter developed amazing superhuman speed,

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agility, and some spider like capabilities. I was introduced to

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this characters adventures at 10: 30 AM on Sunday mornings,

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when the Mumbai Television Center in India would broadcast its

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one and only American cartoon series. It was also the

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only time that this 10 year old boy had permission

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from his parents to crank up the volume on that television

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set for his favorite title song. Spider- Man, Spider- Man,

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does whatever that spider can, spins over any time, take

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a look over head, hey man. I think you guys

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are all familiar with that tune, so I’m going to

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stop embarrassing myself. For a long time, I was under

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the impression that Spider- Man was the only superhuman superhero

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character in the world. However, it was much later in

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life that I realized that a company called Marvel has

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an entire universe full of these superhero characters who have

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amazing abilities that they utilize to save the world. I’m

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sure many of you have your favorites for your own

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reason. Some of you like Iron Man, because he’s so

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brilliant and irreverent. Others may like the Incredible Hulk, because

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he has all the muscle power. Many people enjoy the

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Black Widow because she is the master of espionage tactics.

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And then there are those who like Captain America for

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his moral decency and compass. And of course there are

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others who love Todd, because he has the best head,

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I can hammer out any obstacles. Individually all of these

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superheroes are great, but when they come together as the

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Avengers, that’s when the magic happens, you see each of

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these Team Avengers values the other, and knows that they

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actually have things to offer each other that makes them

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all better at saving the world in beautiful poetic synchronicity.

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Like everything else, sometimes there are great business lessons to

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be drawn from great superhero adventure stories. And in this

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case, it is this, in value chain partnerships companies, companies

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with complimentary skills link their capabilities to leverage collaborative advantage

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and create ultimate value for their end customers. Welcome to

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all of you from around the world to this Global

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Genesys Webcast for Engage Cloud on Azure. My name is

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Abi Chandra, and I am your friendly neighborhood cloud evangelist.

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Today, we are joined by three cloud superheroes, representing three

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iconic companies. So let’s meet them. Welcome Merrie Williamson from

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Microsoft, Ranga Thittai from Tech Mahindra, and Todd Hollenberg of

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Genesis. Now folks, you can see the titles on the

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slide. If you go to their LinkedIn profiles, you will

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understand why I call them cloud superheroes, but I would

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like us to get to them, and know them a

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little personally. So let me start by asking them a

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question that you will not find on their LinkedIn profiles.

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Merrie, let’s start with you. I know you’re hail originally

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from Bogota, Colombia, and are coming to us from Seattle,

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but I read somewhere that whether it is rain or

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shine, every Sunday, you will find Merrie on the soccer

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field. What is it that you are doing over there? Are you

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playing in the team or are you coaching a team?

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I still play soccer. I play on adult co- ed

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team. I’ve been doing this since I was in my

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early ’20s. And my goal is to stay healthy, keep

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playing midfield as long as possible. It’s becoming harder every

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year, and then play long enough that when my kids

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get older, we can at least get a couple of

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years playing time together. It’s definitely a great way to

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spend my weekends away from work and family and chores.

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I love that. I thought you were

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going to say that you were

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coaching a soccer team, but that is amazing. Let me

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turn my attention to Ranga Thittai. Ranga is graduate of

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the prestigious Indian Institute of Technology, also known as IIT,

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located in my hometown of Mumbai, India. The IIT has

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a 3% acceptance rate, which means Ranga is not only

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brilliant, but also hardworking. What you don’t know about Ranga,

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is that he equally works hard at gardening. Ranga, tell

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me how did you get involved with gardening and why?

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Oh, wow, that’s a fantastic question. Believe it or not,

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it’s my grand mom that got me into gardening. I

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mean, I grew up in Chennai, which is a very

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tropical place, lot of tropical rains and tropical climate that’s

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very conducive to gardening. Very lush green, it’s eat a

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mango throw the mango seed on the ground. Next day,

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you’re going to find a mango tree. It’s just started

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along the way, working with my grandma on her gardens.

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We had a big garden at home, and just developed

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as a habit as I got along. That is awesome.

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Great to hear. Now, if you look at our panel,

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no one is more red, white, and blue than our

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very own Todd Hollenberg, from Genesys, who is born in

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California, and also is a native of California who lives

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there. Having worked with Todd, for the past couple of

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years, I can tell you, Todd is the sweetest, polite,

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and patient person I have ever encountered. He is also

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very passionate about customer experience technology, and is constantly requested

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for customer presentations. Of the thousands of Genesys customers, there

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may be a handful who do not know Todd, but

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what they don’t know about Todd is that he is

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also a gardener. Todd, tell me, what are you so

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patiently growing up in your garden nowadays? Ah, well, right

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now spring is coming, which is my favorite time of

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year. I guess, we’re officially in spring, aren’t we? Yes.

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And it call to put the summer vegetables in the

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ground yet. The winter vegetables are doing their last thing,

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the kale, the peas, and broccoli, but what’s starting now

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are the tomatoes and the flowers that are going to

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attract the pollinators. And so Abi, for me, I don’t

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know, there’s something magical about putting some seeds in a

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container, and putting water on them, and putting them in

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a little tiny of this little crazy greenhouse I built

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in the backyard. And just checking on them every day,

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and see them emerging, and coming to this soil, and

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growing and getting stronger and bigger. And I know by

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mid summer, I’m going to have these big lushest hefty

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tomatoes hanging off the vines, and make everybody happy, slicing

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those up and eating them. So I started with my

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dad, he was the original organic gardener, and it’s just

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something I’ve always loved to do. That is awesome to

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hear. I hope you have a wonderful harvest this season.

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Thank you. Folks, let’s get down to it, and I’m

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going to get to it by asking my first question

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to all of you. This one is talking about the

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Gartner 2021 CIO survey, which was published in the information

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week. And I’ll paraphrase over here. Most organizations and businesses

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were caught off guard last year because of the pandemic,

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and so many IT projects, and in customer experience centers,

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immediate projects were initiated to digitize the entire contact center

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and communication strategy. In this latest CIO survey, Gartner is

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warning now is not the time slow down on the

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span. Merrie, let me start with you. Is this reflective of what

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you have been observing over the past 12 months with your

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Microsoft Azure customers and prospects? Absolutely. I think put it

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best early on in the kind of COVID response globally,

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that we started seeing two years worth of digital transformation

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in two months in the market. As a leadership team,

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we believe we’re witnessing the dawn of a second wave

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of digital transformation, and COVID- 19 has only accelerated this

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trend. In fact, we’ve seen customers who were further along

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going into COVID, and in their journey of digital transformation

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have fared much better during the pandemic, and were more

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prepared to adopt for things like e- commerce, and remote

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work. In my experiences, as I’ve been talking to customers,

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the themes that I wanted to share today were, those

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customers are looking differently as they plan ahead in their

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future of doing their business on cloud. They’re adopting remote

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work as a normal operating model, they’re leveraging global talent

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in that new kind of philosophy, they’re accelerating their move

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to cloud and away from environments that would have been

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much further out, five year plans to go to cloud

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are now 18 months. For Microsoft to serve our customers,

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we need partnerships, and we need an ecosystem to meet

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the customer’s diverse needs, all of these enterprise customers who

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trust Microsoft. I’m really excited to be here to talk

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today about our partnership with Genesys. Who’s already a trusted

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partner for many, many of our common enterprise customers. Together,

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Microsoft and Genesys are able to take these enterprises and

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bring them deliver superior interactions for their own customers, while

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also providing security, and scalability to manage all these complexities

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involved with connecting ever growing number of touch points through

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the customer journey. Very well put, thank you

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for that. Let me ask the same question

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to Ranga. What is it that

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you have observed over the past 12 months, and how does

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it stand today with respect to technology, investments, and projects?

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Abi, I’m going to double click a little bit on

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what Merrie said. The whole post COVID or the new norm,

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the reason a lot of these things are happening, the

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whole digitization of cloud race been kicked off. And the

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drivers behind those are a few, right? One, CIOs want

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to become more and more asset- light in the way

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they manage their assets infrastructure. That’s accelerated multi- fold in

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the COVID new norm phase, where having physical assets in

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your data center is not only cumbersome, but it’s also

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difficult to expect to… Especially with employees and most of

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your IT staff being remote, it’s difficult to manage, that’s

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number one. Number two, we’ve seen the market demand a

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lot more agility in terms of starting initiatives, or sunsetting

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initiatives. Let’s accept the whole COVID new norm has kicked

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off a lot of tremendous opportunities for businesses, at the

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same time it has somewhat dampened some of the act

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activities and opportunities that existed before COVID, right? There’s been

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a renewed necessity to have a much faster time to

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market when it relates to starting new initiatives, or when

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it relates to sunsetting old initiatives. You need to do

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that in a much more agile way, and that is

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achievable in a cloud centric architecture. Lastly, being able to

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have your employees or your contact center agents completely remote,

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that by itself is aided, or facilitated by a cloud

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oriented approach. These are some of the drivers we’ve seen

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from a technology perspective that has led to this very

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fast shift to cloud, and cloud- based delivery of critical

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business enablers, like IPC solutions. I’m sure that puts a

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lot of pressure on your teams. Todd, let me ask

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you the same question briefly. What are you seeing with

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respect to customer experience industries? I know you are meeting

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at least five to 10 customers almost daily. It’s difficult to

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get on your calendar. So what is

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it that you are? Well, just

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to echo some of the comments from Merrie and Ranga.

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Yes, we are seeing that’s a great way to put

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it a second wave of digital transformation. The question in

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the slide reminded me of a survey I saw from

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Forrester, and they were talking about 300% of our more

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remote workers in 2021, and much higher digital service interactions

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in 2021. And looking into 2022, anticipating that 50% of

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contact centers are going to be running in the cloud.

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That’s a huge market shift from where we were two,

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three years ago. Forrester’s predicting that 70% of contact centers

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are going to be using some AI. And that 85%

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of service interactions are going to be virtual. There’s a

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big move to the cloud, there’s a big move to

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virtual interactions. We’ve even seen some of our large enterprise

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customers have been hit very hard by the COVID pandemic.

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Folks in the entertainment, travel, retail have really had to

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withstand some very difficult economic conditions. But even these customers

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have decided to make major investments in their cloud contact

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center, and move forward with those plans, because it’s going

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to offer them what they’re going to have to have

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as we come out of the other side of this

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pandemic. And I think there’s another really important thing that

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maybe has happened because of COVID, or maybe just because

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a realization, but with more and more people working from

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home, and more and more digital interactions, with more physical

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distance, and more social distance between us, there has to

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be more emotional connection. I mean, this is what really

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drives a brand to have loyalty behind it, is when

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the customers have an emotional connection to that brand. And

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as we’ve been talking about the impacts of COVID in

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the separation it’s caused, I bet you Merrie, even had

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to pull back on some of her soccer playing on

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Sundays when the pandemic was really raging, and it had

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made special precautions to not interact too closely. We have

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to be able to build that trust between the business

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and the customer. And that trust gets built through human

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interaction like we’re having right now. And in the contact

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center space, it’s primarily between the agent and the caller,

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right? And Abi, I think I was talking to you

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about my boss, he was giving me a hard time

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about my coffee habit, which is that I buy coffee

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in the store in Oakland, it’s stills. They sell drip

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coffee, they even sell espresso coffee. And he was like, ”

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You pay five bucks for a cup of drip coffee.”

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And he’s like, ” Why?” And I was telling him, ” You

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go in there, and they really care about your order,

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and you can tell they really want you to have

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a good experience, and your walkout with sort of this

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feeling of being treated generously, and really cared for, it

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feels very personal, and I think that’s kind of the

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essence of building that trust and building that loyalty.” Abi,

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I was thinking, you’re probably going to say to me,

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Todd, that’s acquaint story, but what does that have to

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do with large enterprises and businesses that… How are they

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going to do that at scale, you’re buying a cup

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of coffee from one person. And I think that’s what

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between Microsoft and Genesys, with the help of partners like

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Tech Mahindra, we can actually bring that kind of very

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personal experience to scale, to interactions that are going to

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be happening thousands of times a day. Abi, go on

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a little bit more. Do we need to wrap that

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part? No, I think you very well answered it. I

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would just like to tell you, buy your coffee quickly

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because coffee prices are going up. That is my advice

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for all of you coffee drinkers. But Todd,

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let me keep it up here for a

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sec, with the second question. What is Genesys Multicloud CX cloud

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on Azure? And more importantly, I’m sure our customers and

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prospects are thinking, how is it different from anything else

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in the Genesys portfolio? Well, gosh, Genesys on Azure it’s

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unique and we’re really excited about it. We’ve been working

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at this for about a year, and we’re going to

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launch on the 31st and declare our GA. We consider

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what we are doing very carefully when we adopted a Kubernetes

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first approach, and we did that very intentionally, we believe

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it’s the most contemporary architecture for cloud native applications today.

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We believe it’s going to be the de facto operating

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system for cloud, much like Linux became defacto and an

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industry leader. And as it’s the service that orchestrates the

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microservices that are running in the Docker containers. And it

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allows us to really scale, allows us to be very

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efficient in our use of the resources. And it’s also

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the approach that allows us to offer our private edition,

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which we’re going to talk about in a little bit as well

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as the SaaS service that we also offer. Let me

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ask you and verify, this is not a lift and

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shift to an infrastructure as a service play. This is

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a completely containerized architecture using Docker and Kubernetes. Am I

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right in understanding that? You’re right, Abi, the graphic I’m

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showing there is kind of illustrates our journey. In the

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early days, Genesys was a premises based software company. We

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sold software and shrink wrap packages and send them through

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the mail to our customers to deploy on the servers.

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We did take a lift and shift approach in the

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early days, we took those premise- based services and we

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lifted them in the cloud and it was a great first

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step. And it met a lot of need in the

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market, and it promoted our journey to cloud. We made

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a major next step in refactoring our services into microservices,

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and making them more efficient for the cloud, making them

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more loosely coupled and more resilient, so on. But this

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last step that we’ve taken towards Kubernetes and Docker container.

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Yeah, that’s a major transformation for us, and it’s really

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opening things up for Engage. Got it. So then Merrie,

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let me ask you, is this new containerized approach to

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cloud architecture something that you’re witnessing when you are speaking

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to our Microsoft Azure customers? Is this the new trend

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in cloud architectures? Yeah, I think absolutely. It is the

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trends in cloud architectures. And if I step back a

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little bit, because usually my conversations with customers start with

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what is your business goal? And really, I think there’s

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been an evolution where a lot of IT leaders were

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initially looking at how is cloud replicating, what I have

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on- prem. Show me the cloud version of what I

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think of as my on- prem servers, and operating systems,

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and ISV, and databases? And then we’ve kind of gone

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through, and then you’ve got a good

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thing, right? And so we’ve gone through

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that generation of questions, and now we’re onto how do

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I modernize? What are all the change management philosophies to

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00:24:29,430 –> 00:24:33,840
modernize? And there’s technical change management philosophies, and there’s people,

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and there’s process, and then there’s line of business education

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that goes with that. With modernization, I like what Todd

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was alluding to, there are new platforms of the future,

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and definitely containers is playing a big part. When customers

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are considering their new applications that they want to design,

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or how to rethink old applications that need to be

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modernized. We talk about the full capabilities of the cloud,

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and you really need to do that without compromising security.

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So that containerization is really the foundation for new cloud

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architecture conversations for enterprise customers. Some people call it cloud

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native but yes, that defacto platform really rings true for

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me in time. We’re seeing significant growth in our portfolio

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around containerization. For us, it’s the Azure Kubernetes services, one

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of many of those cloud native capabilities. And it’s just

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very, very high growth in the adoption introductory of the

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usage. Additionally, and I think Todd, will also talk about

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this in terms of Genesys is, we believe as Microsoft,

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we need to keep meeting customers where they are. And

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that means for us connecting the app story with the

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hybrid story. One of the more interesting pieces of our

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00:25:46,580 –> 00:25:51,630
growing hybrid portfolio is Azure Arc. Azure Arc allows customers

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to code, and ship applications from Azure to any Kubernetes

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distribution in any location, including on- prem. Customers get that

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00:26:00,210 –> 00:26:04,280
Azure innovation and cloud benefits by deploying Azure data services

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to anywhere on their infrastructure. And so the meeting of

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the minds there, I think is really important because we

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know it’s not a light switch to go to cloud.

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Customers moving from migration and modernizations of apps and data

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00:26:18,010 –> 00:26:21,890
to need that hybrid conversation to bridge all of that.

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We’re super excited, and we’ve worked closely with our partners

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Genesys to make sure they had all they needed to

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be technically ready for this GA that’s coming just in

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short order. And I think this is a bigger nod,

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not just containers, but Genesys commitment with us to leading

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platform innovation, right? And then it goes beyond even containers

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to what we’re doing with data, eventing, and really modernizing.

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And at the end of the day, we’re really excited

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to see what this does for our joint end customers,

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because they’re going to see the value of this, not

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00:26:53,050 –> 00:26:57,520
only in the launch, but the iterations of technology, implementation

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00:26:57,520 –> 00:27:01,170
that go faster when you’re on these new platforms. Thank

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00:27:01,170 –> 00:27:03,410
you for that response. I’m actually pick

404
00:27:03,410 –> 00:27:04,810
up on two things that you

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00:27:04,810 –> 00:27:09,450
mentioned. Number one, is that you are seeing a whole

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00:27:09,450 –> 00:27:15,230
lot of containerized architectures coming into Microsoft Azure. That validates

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for me that Genesys is taking the right approach. And

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00:27:18,580 –> 00:27:22,870
then you mention of combining all this data and being

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00:27:22,870 –> 00:27:26,130
able to pull out insights, which we would never have

410
00:27:26,130 –> 00:27:33,340
known probably by using Azure cognitive services. Third, we understand

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Engage Cloud on Azure. We know that Merrie has kind

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of sort of validated this architectural approach, but help me

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00:27:42,250 –> 00:27:46,530
understand how does this fit in with the overall Genesys

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00:27:46,530 –> 00:27:50,620
multi- cloud strategy, that Genesys has been speaking about for

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00:27:50,620 –> 00:27:57,320
the past several months. It fits in perfectly and exactly

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00:27:57,320 –> 00:28:01,000
along the lines of what Merrie was describing. And by

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the way, the support from Microsoft has been tremendous and

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00:28:04,110 –> 00:28:07,620
outstanding, and we’re extremely grateful to be part of that

419
00:28:09,140 –> 00:28:16,120
that partnership, and the AKF service has been… The Azure

420
00:28:16,150 –> 00:28:22,250
Kubernetes service is exactly the service we’re leveraging, and it’s

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00:28:23,610 –> 00:28:26,640
just opening up all kinds of possibilities. Let me just

422
00:28:26,640 –> 00:28:30,060
talk in a little bit more depth, and maybe just

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00:28:30,060 –> 00:28:33,250
one quick word. One of the things that has been

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00:28:33,250 –> 00:28:36,660
kind of amazing, and great, and in some respects even

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00:28:36,660 –> 00:28:39,020
hard to keep up with is, as soon as this

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00:28:39,020 –> 00:28:41,000
has gotten out into the market, even though we haven’t

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00:28:41,000 –> 00:28:46,500
launched yet, we’ve already closed two major deals, and we

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00:28:46,500 –> 00:28:48,430
have a pipeline that we’re running as fast as we

429
00:28:48,430 –> 00:28:51,970
can just to keep up with. The adoption, the excitement

430
00:28:52,170 –> 00:28:55,430
is incredible. We haven’t even launched yet. And so it’s

431
00:28:55,430 –> 00:28:58,140
just amazing and we’re really happy about it and appreciate

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00:28:58,140 –> 00:29:04,780
everything Microsoft has done to make it possible. Let’s see,

433
00:29:05,630 –> 00:29:09,980
we have two main flavors with Engage Multi- cloud, and

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multi- cloud is how we describe our architecture. It’s not

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00:29:13,040 –> 00:29:19,570
a product, it determines how we describe our architecture. What

436
00:29:19,570 –> 00:29:25,440
leveraging the Azure Kunernetes service and Docker container, what it’s

437
00:29:25,440 –> 00:29:28,070
done for us is it allowed us to build this

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00:29:28,070 –> 00:29:32,030
really robust cloud service, which is that number one, that

439
00:29:32,030 –> 00:29:36,070
you see the public cloud. That’s Engage the cloud, all

440
00:29:36,070 –> 00:29:38,540
the Engage services for those of you who know Engage,

441
00:29:38,540 –> 00:29:41,700
and love Engage over the years, it’s the full suite

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00:29:41,700 –> 00:29:47,680
of Engage services running as a SaaS multi- tenant offer

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00:29:48,100 –> 00:29:52,100
in Azure. Fully operated by Genesys, fully managed by Genesys.

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Abi, were you going to jump in

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or should I just keep going?

446
00:29:55,550 –> 00:29:58,100
I actually was going to ask you who handles the

447
00:29:58,100 –> 00:30:04,700
operation and you hit it right there, please continue. That

448
00:30:04,700 –> 00:30:09,810
entire contact center environment is managed and hosted and run

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by Genesys. So that what you see

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00:30:11,196 –> 00:30:12,410
in the dark blue, the number

451
00:30:12,410 –> 00:30:16,760
one. The second option is what we call private edition,

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00:30:17,360 –> 00:30:22,020
that’s a customer, or a partner operated option, based on

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00:30:22,020 –> 00:30:24,700
the exact same code base that we’re running in our

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00:30:24,700 –> 00:30:28,110
cloud. There’s no differences in code base, there’s no differences

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00:30:28,110 –> 00:30:31,720
in functionality or services. It’s the exact same services, but

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00:30:32,210 –> 00:30:36,990
in this case, they’re deployed, operated, upgraded by the customer,

457
00:30:36,990 –> 00:30:39,780
or the partner, fully in control of the partner or the

458
00:30:39,780 –> 00:30:43,690
customer. And we have customers that really need this kind

459
00:30:43,690 –> 00:30:46,400
of deployment. We see this request with some of our

460
00:30:46,400 –> 00:30:52,300
very, very largest retailers, our very largest tech customers, and really

461
00:30:52,300 –> 00:30:56,700
large financial institutions. And I don’t want to go on

462
00:30:57,170 –> 00:31:01,760
too long, but it’s going to empower customers that really

463
00:31:01,760 –> 00:31:04,950
want to move in this modern direction to set up

464
00:31:04,950 –> 00:31:08,240
their own deployment pipeline, automate it, they can do all

465
00:31:08,240 –> 00:31:11,560
their security checks, or their service checks, or their validations

466
00:31:14,570 –> 00:31:17,950
at the application level, and automate this whole thing. One

467
00:31:17,950 –> 00:31:22,310
of the customers that Genesys serves that along with Microsoft

468
00:31:22,310 –> 00:31:29,740
is also a truly iconic, truly enormous, truly global consumer

469
00:31:29,810 –> 00:31:33,780
tech leader. What they told us this week, this is

470
00:31:34,110 –> 00:31:38,610
a direct quote. They said, ” Multi- cloud is essential to

471
00:31:38,700 –> 00:31:43,770
all of our technology going forward. We are so aligned

472
00:31:43,770 –> 00:31:47,470
with Genesys on multi- cloud, and so committed to this

473
00:31:47,470 –> 00:31:51,920
approach that our other vendors who are unable to offer

474
00:31:51,920 –> 00:31:58,870
this model will not be part of our future.” Wow.

475
00:32:00,600 –> 00:32:03,910
That is tremendous phrase, which I know you are directly

476
00:32:03,910 –> 00:32:10,700
reading verbatim. You mentioned that even customers and their partners

477
00:32:10,700 –> 00:32:17,690
or systems integrators can participate in a multi- cloud architecture environment,

478
00:32:17,720 –> 00:32:21,080
whether they are deployed on premises, hosted in a partner’s

479
00:32:21,080 –> 00:32:25,100
data center, or a customer’s data center. Ranga, what role

480
00:32:25,100 –> 00:32:32,160
do you see systems integrators play in this area? Sure,

481
00:32:32,550 –> 00:32:35,940
when it comes to multi- cloud migration, it’s really the

482
00:32:35,940 –> 00:32:39,480
right side at Todd referred to. It’s a private relation

483
00:32:39,480 –> 00:32:42,830
where we talk about large customers who want their own

484
00:32:43,180 –> 00:32:47,610
instance of the Genesys platform and their favorite cloud hopefully

485
00:32:47,610 –> 00:32:51,500
Microsoft Azure, that involves a lot of coordination and integration.

486
00:32:51,990 –> 00:32:57,260
First off, it requires a thorough assessment and analysis of

487
00:32:57,260 –> 00:33:02,070
all their application mappings, their device platforms, their telcos that

488
00:33:02,070 –> 00:33:06,660
they’re going to leverage, that could be multiple. They could

489
00:33:06,660 –> 00:33:10,520
be leveraging Microsoft Teams as an example, within the company,

490
00:33:10,520 –> 00:33:13,400
with an integration to a third party telco who provides

491
00:33:13,430 –> 00:33:18,270
SBCs as a service as an example, right? It first

492
00:33:18,280 –> 00:33:24,670
requires a thorough analysis and assessment of all the platforms,

493
00:33:24,670 –> 00:33:31,820
and tools that are required to, ” Migrate to this cloud-

494
00:33:31,820 –> 00:33:38,690
based model for Genesys.” Then comes the actual setup of

495
00:33:38,690 –> 00:33:41,650
the infrastructure migration, you’re building the IaaS on the past

496
00:33:41,650 –> 00:33:47,070
platform with the necessary network on- ramp. Remember, a lot

497
00:33:47,070 –> 00:33:50,590
of these customers together with migrating to the cloud, or

498
00:33:50,590 –> 00:33:53,630
not only their compute environments, also the call center environments

499
00:33:53,630 –> 00:33:58,780
like Genesys, they’re also in parallel innovating on their network.

500
00:33:59,630 –> 00:34:04,130
Many of them are actually adopting as their connectivity technology

501
00:34:04,130 –> 00:34:10,990
today. This requires rolling out a consistent connectivity to the

502
00:34:10,990 –> 00:34:16,130
cloud together with that Genesys interconnect, if you will. So

503
00:34:16,130 –> 00:34:19,330
that the experience moving to moving Genesys to the cloud

504
00:34:19,330 –> 00:34:23,100
is preserved as they used to have when they were

505
00:34:23,100 –> 00:34:28,940
hosting it in their own data centers. Then comes the

506
00:34:28,940 –> 00:34:32,650
whole angle of building and integrating those microservices based apps

507
00:34:32,790 –> 00:34:38,630
and migrating the data, right? And finally doing that bring

508
00:34:38,630 –> 00:34:41,310
your own carrier kind of integration. They would have their

509
00:34:41,310 –> 00:34:45,970
own carriers for voice connectivity, we integrate them as well.

510
00:34:46,330 –> 00:34:51,460
And finally, stage three is migrating and continuously integrating all

511
00:34:51,460 –> 00:34:54,120
the ancillary apps. It could be around AI, could it

512
00:34:54,120 –> 00:34:59,730
be around BI, and providing continuous development, and management of

513
00:34:59,730 –> 00:35:06,560
those apps that surround a typical contact center. That’s the

514
00:35:06,570 –> 00:35:10,760
DevOps angle to it. Understood. I can see that you

515
00:35:10,760 –> 00:35:14,560
have a defined methodology from your experience that you have

516
00:35:14,560 –> 00:35:20,750
created in migrating customers to the cloud. Any conversation with

517
00:35:20,750 –> 00:35:23,930
respect to cloud is a remiss, if we do not

518
00:35:24,000 –> 00:35:27,640
address the issue of security and compliance in the cloud.

519
00:35:28,990 –> 00:35:32,210
How about each of you take a minute and tell

520
00:35:32,210 –> 00:35:38,490
us what are the various security considerations that businesses organizations

521
00:35:38,510 –> 00:35:42,350
have to take into consideration when they’re thinking about their

522
00:35:42,350 –> 00:35:45,290
cloud movement? I think I will go to you Todd

523
00:35:45,290 –> 00:35:47,640
first, because on this slide, you can see, we have

524
00:35:47,640 –> 00:35:53,100
common security and compliance requirements, which are expected of customer experience

525
00:35:53,250 –> 00:35:59,880
centers. Todd, let’s follow this process of product, platform, and

526
00:35:59,880 –> 00:36:01,420
people. So I will go to you first and after that

527
00:36:01,420 –> 00:36:06,450
to Merrie and then to Ranga. All right. Thank you,

528
00:36:06,450 –> 00:36:15,950
Abi. This slide is showing the various security and compliance

529
00:36:16,530 –> 00:36:23,090
certifications that are applicable to engage cloud. We take these

530
00:36:23,090 –> 00:36:26,610
very seriously. These are something that all the large enterprise

531
00:36:26,700 –> 00:36:29,960
customers are going to know, demand, and rely on and

532
00:36:29,960 –> 00:36:36,130
must see supported. This is a very high priority at

533
00:36:36,130 –> 00:36:41,880
all times with Engage, we consider it job one, priority

534
00:36:41,880 –> 00:36:44,670
zero, ahead of anything else that we could possibly have

535
00:36:44,670 –> 00:36:49,270
on our roadmap, or in our areas of concern. And

536
00:36:49,270 –> 00:36:52,940
we are continually adding new certifications, because this is an

537
00:36:52,940 –> 00:36:59,100
area especially around privacy that we see just evolving all

538
00:36:59,100 –> 00:37:03,370
the time, and many times the leadership on privacy is

539
00:37:03,370 –> 00:37:05,530
outside the US, and we need to keep up with

540
00:37:05,530 –> 00:37:11,170
what’s going on worldwide. And that involves both people, processes,

541
00:37:11,230 –> 00:37:15,900
and the platform, and the application, so there’s a lot here.

542
00:37:16,710 –> 00:37:22,540
I’ll just say a couple of things, you touched on

543
00:37:22,540 –> 00:37:25,370
it, Abi, we look at security from the three dimensions

544
00:37:25,370 –> 00:37:27,643
of the security of the product, the security

545
00:37:27,643 –> 00:37:29,710
of the platform, and the security around

546
00:37:29,720 –> 00:37:32,830
our people and processes. And one of the things I’m

547
00:37:33,150 –> 00:37:36,330
just happy to say that Engage just does not fail

548
00:37:36,330 –> 00:37:39,840
security reviews. We go through really tough ones with large

549
00:37:39,840 –> 00:37:44,490
financial institutions, as you can imagine. Some take a really

550
00:37:44,490 –> 00:37:47,680
long time to go through, but the great thing is

551
00:37:47,680 –> 00:37:50,090
we’ve been tested here many times and we don’t fail.

552
00:37:53,970 –> 00:37:57,670
Our dimensions in our technology that we look at is

553
00:37:57,670 –> 00:38:01,040
just to build a really secure wall around the application

554
00:38:01,040 –> 00:38:06,680
layer, meaning our perimeter is highly resistant to intrusion, or

555
00:38:07,130 –> 00:38:07,505
to denial of service attacks. The second dimension we

556
00:38:07,505 –> 00:38:07,766
look at is to make sure not just that

557
00:38:07,766 –> 00:38:08,078
the wall is secure, but that the insides are

558
00:38:08,078 –> 00:38:08,488
secure, meaning that customer data is secure, that malware

559
00:38:08,488 –> 00:38:08,680
can’t get a foothold and be

560
00:38:08,750 –> 00:38:27,920
distributed through our platform and our service. And lastly, the

561
00:38:27,920 –> 00:38:30,830
third dimension, or the third angle that we look at

562
00:38:30,830 –> 00:38:36,390
this is, that our observability services are constantly running, constantly

563
00:38:36,390 –> 00:38:38,950
up to date, and constantly looking out for any emerging

564
00:38:39,360 –> 00:38:45,160
vulnerability. Just an interesting point, there’s been some companies who’ve

565
00:38:45,160 –> 00:38:52,440
had some very serious security breaches, and yet they’ve been

566
00:38:52,440 –> 00:38:55,730
willing as they’ve made their digital transformation to go ahead

567
00:38:55,820 –> 00:38:59,020
and move their full contact center suite into the cloud,

568
00:38:59,430 –> 00:39:02,610
and let it be operated by Genesys. And so it’s

569
00:39:02,610 –> 00:39:05,780
just a testament, I think, to how seriously we take

570
00:39:05,780 –> 00:39:08,350
this. We know this is a story that’s ever evolving,

571
00:39:08,690 –> 00:39:12,590
and it’s an area where we’ll never be done, we’ll

572
00:39:12,590 –> 00:39:16,870
always be running when it comes to this area. let

573
00:39:16,870 –> 00:39:20,620
me ask the same question to Merrie, because I’m sure

574
00:39:20,620 –> 00:39:23,220
all of your customers want to know the security of

575
00:39:23,990 –> 00:39:28,880
Azure platform. What is your response to this? I think to

576
00:39:28,880 –> 00:39:32,550
add on to what Todd was saying, we take security as a

577
00:39:33,450 –> 00:39:40,220
very, very serious fundamental delivery to all of our customers.

578
00:39:40,590 –> 00:39:44,760
And we spent a tremendous amount of resource attention on

579
00:39:44,760 –> 00:39:48,220
this. We spent a billion dollars a year on R&

580
00:39:48,500 –> 00:39:51,730
D to provide a secure platform that’s always getting better.

581
00:39:52,130 –> 00:39:56,280
The world moves the bar up constantly, and we have

582
00:39:56,280 –> 00:39:59,610
to not compromise on productivity. Those are the hard things

583
00:39:59,610 –> 00:40:02,360
that you have to do with security. We do this

584
00:40:02,360 –> 00:40:06,470
through operations technology and partnerships security is a team sport.

585
00:40:07,070 –> 00:40:10,440
What makes Microsoft different from other cloud providers is we’re

586
00:40:10,440 –> 00:40:14,290
informed by the Microsoft IP portfolio. So think about all

587
00:40:14,290 –> 00:40:17,240
of the endpoint devices, all of the cloud pieces, all

588
00:40:17,240 –> 00:40:19,400
of the X- Box business. I mean, our business is

589
00:40:19,400 –> 00:40:23,460
very robust. So we’re informed by trillions of sources to

590
00:40:23,460 –> 00:40:27,420
help you make smarter decisions and remediate faster. We play

591
00:40:27,420 –> 00:40:30,730
an outsized role in the industry, and take that as

592
00:40:30,730 –> 00:40:35,020
an outside level of responsibilities. And then we also provide

593
00:40:35,020 –> 00:40:37,860
a tremendous amount of assets to our customers to help

594
00:40:37,860 –> 00:40:41,630
secure their businesses in our products. We have a lot

595
00:40:41,630 –> 00:40:43,590
to say about security and we spend a lot of

596
00:40:43,590 –> 00:40:46,090
time and attention on that across our many, many businesses.

597
00:40:47,240 –> 00:40:51,410
It’s good to hear about this comprehensive platform approach to

598
00:40:51,410 –> 00:40:56,890
security. In the world of hacking and breaches Ranga, how

599
00:40:56,890 –> 00:41:05,450
do we handle security from a people perspective? Ranga, you

600
00:41:05,450 –> 00:41:10,070
may be on mute. My apologies. I’m going to just

601
00:41:10,070 –> 00:41:12,000
kind of continue to take cue from what Todd said

602
00:41:12,000 –> 00:41:14,410
there. One is outside the wall and the other is

603
00:41:14,410 –> 00:41:17,100
inside the wall, right? Inside the wall, we come in

604
00:41:17,890 –> 00:41:21,620
as there’s a need for like third party assessment on

605
00:41:21,620 –> 00:41:25,970
the same compliance standards that Todd talked about. That brings in

606
00:41:25,970 –> 00:41:31,080
a lot more credibility when a customer wants to migrate

607
00:41:31,120 –> 00:41:35,010
a typical IPCC environment to the cloud, things like NIST,

608
00:41:35,110 –> 00:41:40,180
HIPAA, PCI compliance in providing the third- party compliance it

609
00:41:40,190 –> 00:41:44,150
becomes pretty critical. Now in terms of protecting the corporate

610
00:41:44,150 –> 00:41:49,480
data, things like CASBY, a cloud access control broker, as

611
00:41:49,480 –> 00:41:56,240
you would call it, in protecting that inadvertent loss of

612
00:41:56,240 –> 00:41:59,560
data outside of those walls through a broker kind of

613
00:41:59,560 –> 00:42:03,580
mechanism is as well, something that we envision quite strongly as these

614
00:42:04,660 –> 00:42:07,940
platforms migrate to the cloud. The second is that actual

615
00:42:07,940 –> 00:42:11,400
security of the wall, the actual wall security. That’s where

616
00:42:11,400 –> 00:42:15,600
the network security comes in, things like SASE, as the

617
00:42:15,600 –> 00:42:18,990
network evolves to a secure access service edge, kind of

618
00:42:19,000 –> 00:42:22,030
a mechanism where most of your employees are remote, your

619
00:42:22,070 –> 00:42:24,820
branches are as well become more cloud oriented and internet

620
00:42:24,820 –> 00:42:29,330
based. You’re looking at a SASE- based security paradigm, where

621
00:42:29,660 –> 00:42:34,010
your network security gets hosted off of cloud centric nodes,

622
00:42:34,290 –> 00:42:38,530
right? So SASE is a key area that you would

623
00:42:38,530 –> 00:42:42,090
look at when you want to secure that cloud, and

624
00:42:42,090 –> 00:42:45,480
as well leveraging things like DDoS solutions as you put

625
00:42:45,480 –> 00:42:49,410
up those applications on the cloud, which are external facing.

626
00:42:50,330 –> 00:42:55,470
Now finally voice, the actual act of having that conversation,

627
00:42:55,470 –> 00:42:58,380
which is delivered through the cloud. There’s a lot of

628
00:42:59,440 –> 00:43:03,520
voice data, both control and payload data that’s going over

629
00:43:03,520 –> 00:43:06,470
the internet, that needs to be secured as well. So

630
00:43:06,470 –> 00:43:09,620
you’re talking about things like sub security and secure RTP,

631
00:43:09,920 –> 00:43:14,270
and also within the wall mechanisms like called fraud detection

632
00:43:14,270 –> 00:43:19,890
that you want to look at, which we typically integrate into these

633
00:43:19,890 –> 00:43:24,450
kinds of projects. Got it. We’ve addressed security from a

634
00:43:25,160 –> 00:43:29,940
product, platform, and people perspective. Let me draw this panel’s

635
00:43:29,940 –> 00:43:35,340
attention to cloud applications, and third party integrations because contact

636
00:43:35,340 –> 00:43:38,900
centers do not live in isolation. Merrie, I have some

637
00:43:39,840 –> 00:43:45,580
Microsoft applications logos listed on this slide over here. Are these the

638
00:43:45,680 –> 00:43:47,973
common application integrations that folks have with Microsoft?

639
00:43:47,973 –> 00:43:49,574
Or there are others that you could highlight

640
00:43:49,574 –> 00:43:50,630
and then I’ll turn it over to

641
00:43:50,630 –> 00:43:57,140
Todd. Yeah, happy to talk about integration. And let me talk

642
00:43:57,140 –> 00:44:00,610
a little bit about Microsoft philosophy, and maybe making us a little

643
00:44:00,610 –> 00:44:06,130
unique from the cloud perspective overall. The first is, we

644
00:44:06,130 –> 00:44:08,910
don’t position ourselves as competing with our customers. We are

645
00:44:08,910 –> 00:44:11,640
here to serve our enterprise customers, and to do that,

646
00:44:11,830 –> 00:44:17,780
we need open, wide, and interoperable, and interconnected platforms. That

647
00:44:17,780 –> 00:44:20,840
philosophy plays out in the way we bring value to

648
00:44:20,840 –> 00:44:23,710
our customers, but also our partners like Genesys. Let me

649
00:44:23,710 –> 00:44:25,920
talk a little bit about things you see on the sign and

650
00:44:25,970 –> 00:44:31,560
beyond. Take Dynamics 365, which helps enterprises break down data

651
00:44:31,560 –> 00:44:34,520
silos to connect their customers, their products, their people, and

652
00:44:34,570 –> 00:44:38,870
their operations. Historically, we know CRM and ERP apps have

653
00:44:38,870 –> 00:44:42,950
been very independent and monolithic. They required a super complex

654
00:44:43,080 –> 00:44:47,830
deployments and provide customers with those silent views of their

655
00:44:47,830 –> 00:44:52,040
front office and back office operations. But what it reflects

656
00:44:52,290 –> 00:44:57,140
in the past as Dynamic 365 brings that strategy, process, data,

657
00:44:57,610 –> 00:45:02,040
and systems together. That’s that new philosophy. With Microsoft Teams,

658
00:45:02,270 –> 00:45:06,130
customers can improve their employee productivity, and satisfaction, Teams is

659
00:45:06,130 –> 00:45:09,210
a great platform, hope you’re all using it. But in

660
00:45:09,210 –> 00:45:11,410
addition, it is a platform in and of itself with

661
00:45:11,410 –> 00:45:16,670
all that internet connectivity for seamless communications, collaborations, location platform.

662
00:45:16,880 –> 00:45:20,460
And the nice thing from an IT department and contains

663
00:45:20,460 –> 00:45:25,790
and maintains that uniform security and integrity of system data,

664
00:45:25,960 –> 00:45:29,810
while you have those integrated plug- ins on the platform.

665
00:45:30,120 –> 00:45:32,490
And then finally, and it’s really exciting, I think how

666
00:45:32,490 –> 00:45:37,340
easy it’s becoming to use integrated value of things like

667
00:45:37,540 –> 00:45:40,830
Azure cognitive services, which brings AI within the reach of

668
00:45:40,900 –> 00:45:45,220
every single developer without requiring machine learning expertise. So you

669
00:45:45,220 –> 00:45:48,830
can add this API call via the ability to see

670
00:45:48,830 –> 00:45:52,820
here, search, understand, and accelerate decision making into your app.

671
00:45:52,820 –> 00:45:55,070
So you can kind of see in play off on

672
00:45:55,070 –> 00:45:57,640
this philosophy. I could keep going, but I really want

673
00:45:57,640 –> 00:46:00,510
to specifically talk about how we would apply this with

674
00:46:00,510 –> 00:46:03,510
Genesys and Microsoft. I think without going too far ahead

675
00:46:03,510 –> 00:46:06,290
of our GA, the things that I will be excited

676
00:46:06,290 –> 00:46:08,120
to see if I was a customer and looking at

677
00:46:08,120 –> 00:46:11,710
customer experiences, the Teams integration as a start, and then

678
00:46:11,710 –> 00:46:13,960
we can keep going, and keep going of how customer

679
00:46:13,960 –> 00:46:19,760
experience extends these interconnected areas of data Teams platforms, and

680
00:46:19,760 –> 00:46:24,040
others for better and better customer experience at the end

681
00:46:24,040 –> 00:46:28,860
of the line. And part of these applications on the

682
00:46:28,860 –> 00:46:31,256
roadmap for integration with engage cloud on

683
00:46:31,256 –> 00:46:33,490
Azure, are they already integrated? Where

684
00:46:33,490 –> 00:46:35,010
do we stand with that? If you could give us

685
00:46:35,010 –> 00:46:39,569
a brief response. I think you are

686
00:46:39,569 –> 00:46:44,820
also on mute. Dagnabbit, sorry, sorry.

687
00:46:44,820 –> 00:46:48,370
I’ll be here everybody. I’m excited about this slide two

688
00:46:48,370 –> 00:46:54,960
and this whole point in this ecosystem. Dynamics, we already

689
00:46:54,960 –> 00:46:58,970
have a highly developed adapter that allows our customers to

690
00:46:59,460 –> 00:47:04,460
run, or to put all the call controls, all the

691
00:47:04,460 –> 00:47:08,930
interaction controls, whether it’s calls, or digital interactions inside the

692
00:47:10,020 –> 00:47:13,430
Dynamics desktop. So it’s a fully integrated experience for the

693
00:47:13,430 –> 00:47:17,800
end user. We’re really glad to have that in place,

694
00:47:17,800 –> 00:47:19,510
and that’s something that we love to talk about with

695
00:47:19,510 –> 00:47:24,470
our customers. The power platform and the cognitive services, our

696
00:47:24,470 –> 00:47:29,660
design tool includes right now in house for a little

697
00:47:29,660 –> 00:47:34,090
while, a design blocks specifically for Louis makes it very

698
00:47:34,090 –> 00:47:38,520
easy for the administrators who are building the call flows,

699
00:47:38,520 –> 00:47:44,140
and the chat interactions to leverage the capabilities of Louis

700
00:47:44,140 –> 00:47:47,940
from right inside our design tool. And we are really

701
00:47:47,940 –> 00:47:50,510
excited and looking forward to integrating with the bot framework

702
00:47:50,750 –> 00:47:53,130
in the second half of this year. So that’s in

703
00:47:53,130 –> 00:47:57,430
roadmap, we’re going to get there, and we’re excited about

704
00:47:57,430 –> 00:48:02,120
it. Teams as well, we have an initial integration using

705
00:48:02,120 –> 00:48:04,020
Teams as an end point, but as Merrie was saying,

706
00:48:04,020 –> 00:48:07,310
there’s much more to Teams than as a phone in

707
00:48:07,310 –> 00:48:11,340
point. And we are actively working with Microsoft in two

708
00:48:11,340 –> 00:48:16,840
important ways. One is in understanding how to get to

709
00:48:16,840 –> 00:48:20,770
a deeper level of integration with Teams, but also working

710
00:48:20,770 –> 00:48:25,680
with the Teams Telefony architects, and looking at how that

711
00:48:25,690 –> 00:48:28,690
Telefony architecture of the specific the Teams could also be

712
00:48:28,690 –> 00:48:31,440
leveraged by Genesys customer. So there’s a lot of exciting

713
00:48:31,440 –> 00:48:36,010
work going on here in engagement. And maybe just one

714
00:48:36,010 –> 00:48:40,920
of the thing about Azure and the incredible platform for

715
00:48:40,920 –> 00:48:44,730
running all the services and Ranga and Merrie, both highlighted

716
00:48:44,730 –> 00:48:47,640
it. But I also want to just call out they’re

717
00:48:47,640 –> 00:48:52,350
incredible worldwide telco and data network. And that is something

718
00:48:52,350 –> 00:48:55,020
that we are leveraging to the full, and I will

719
00:48:55,020 –> 00:48:57,500
just say one other, it just makes it much easier

720
00:48:57,500 –> 00:49:01,390
for our joint customers to connect and run their operations

721
00:49:01,390 –> 00:49:05,850
because everything’s there. Understood. Ranga, I know you have a

722
00:49:06,100 –> 00:49:08,360
whole lot to add when it comes to third party

723
00:49:08,360 –> 00:49:11,900
applications. How about touching up on the categories for us

724
00:49:11,900 –> 00:49:17,010
in the interest of time? Absolutely. Microsoft tool integrations, I

725
00:49:17,010 –> 00:49:20,550
think Marrie and Todd, both gone over. Those are very

726
00:49:20,550 –> 00:49:23,720
critical, especially the office productivity tools, as well as CRM

727
00:49:23,910 –> 00:49:28,990
and the BI tools. We’re also talking about voice integration,

728
00:49:29,140 –> 00:49:34,020
right? Integration with SBCs or voice gateways, like audio codes,

729
00:49:34,090 –> 00:49:38,360
right? Call recording platforms, those are quite critical in the

730
00:49:38,360 –> 00:49:40,880
contact center, workflows those integrations have to be enabled as

731
00:49:40,880 –> 00:49:45,900
well. Cognitive AI, enabling speech recognition, and enabling text- to-

732
00:49:45,900 –> 00:49:50,040
speech, what you call the LVR space, that’s a key

733
00:49:50,040 –> 00:49:53,540
category for integration. And we’re also talking about cognitive AI

734
00:49:53,540 –> 00:49:58,030
based bots and call steering, right? That’s a given, I

735
00:49:58,030 –> 00:50:02,950
mean, it’s almost a given, right? Most of these things

736
00:50:02,950 –> 00:50:07,480
are getting almost 100% automated nowadays, right? Now what we

737
00:50:07,480 –> 00:50:10,820
do as Tech M is, we bring most of these

738
00:50:10,820 –> 00:50:14,560
integrations as ready- made SKU, or skews, which makes it

739
00:50:14,560 –> 00:50:18,530
much faster time to market for large enterprises to realize

740
00:50:18,530 –> 00:50:24,470
this migration. And moreover, we also bring many accelerators, we

741
00:50:24,480 –> 00:50:27,140
mentioned a few on this slide can be referenced later,

742
00:50:27,220 –> 00:50:30,720
like mCOPS, or MAC, or mPAC, which helped for faster

743
00:50:30,720 –> 00:50:35,410
data migration to the cloud and cloud operations, which again,

744
00:50:35,460 –> 00:50:40,050
decreases that time to migrate to a pure cloud based

745
00:50:40,050 –> 00:50:43,990
plan. I’m just going to pause here. Wonderful. Thank you

746
00:50:43,990 –> 00:50:48,070
for that. As we move on to this last question that

747
00:50:48,070 –> 00:50:52,540
I have for you. How about we start with the

748
00:50:53,030 –> 00:50:58,860
Merrie, what is one huge benefit that customers can derive

749
00:50:58,860 –> 00:51:03,140
from this Microsoft and Genesys partnership, because all throughout this

750
00:51:03,250 –> 00:51:07,060
conversation, both you and Todd, have continuously alluded to the

751
00:51:07,060 –> 00:51:10,940
benefits of this Microsoft plus Genesys partnership. Which is the

752
00:51:10,940 –> 00:51:15,850
one that really stands out in your mind? I think the simple

753
00:51:15,850 –> 00:51:20,100
answer is Microsoft knows the enterprise. We’re the world leader

754
00:51:20,250 –> 00:51:22,500
in understanding where enterprises have been and where they’re going.

755
00:51:22,850 –> 00:51:26,280
Genesys is the world leader and knowing the customer experience.

756
00:51:26,280 –> 00:51:29,800
And then together, we know how to accelerate and support

757
00:51:29,800 –> 00:51:32,930
your journey to cloud. We have the integrated solution, we

758
00:51:32,930 –> 00:51:35,940
know how to push the innovation envelope. We’ll run this

759
00:51:35,940 –> 00:51:40,120
as a 24/ 7 follow the sun platform, and we

760
00:51:40,120 –> 00:51:43,640
have the ability to do this at a global secure

761
00:51:43,640 –> 00:51:48,210
scale footprint for all of our joint cuts. Todd, how

762
00:51:48,210 –> 00:51:52,250
would you summarize one huge benefit for the Genesys plus

763
00:51:52,250 –> 00:52:00,930
Microsoft partnership? Everything Merrie said, and I would just add

764
00:52:01,360 –> 00:52:08,330
that we have the added partnership of that we have

765
00:52:08,330 –> 00:52:15,020
the commercial arrangement, so that there’s a good synchronization between

766
00:52:15,240 –> 00:52:19,590
an enterprise has made a large commitment to Azure, and

767
00:52:20,510 –> 00:52:22,660
it is going to draw that down over time, and

768
00:52:22,660 –> 00:52:26,500
Genesys has been available in their marketplace so that the

769
00:52:26,600 –> 00:52:29,110
spend on Genesys is also part of their Azure spend.

770
00:52:29,560 –> 00:52:31,520
There’s a lot more to say in this area, Abi,

771
00:52:31,510 –> 00:52:35,010
but in the interest of time, I’m going to stop there. Got

772
00:52:35,010 –> 00:52:39,010
it. So if you have a committed Azure spend, if

773
00:52:39,010 –> 00:52:42,910
you run the Genesys workloads or Genesys engage on Azure,

774
00:52:42,950 –> 00:52:48,490
that would apply to drawing down your Azure spend. Ranga,

775
00:52:48,490 –> 00:52:51,960
one huge benefit that you look at it from an outside

776
00:52:52,000 –> 00:52:56,190
with respect to this Microsoft plus Genesys partnership very quickly.

777
00:52:57,320 –> 00:53:01,030
Sure, Abi. Now Office productivity tools, I’m a big fan.

778
00:53:01,030 –> 00:53:04,060
I mean, Microsoft Office productivity tools and communication tools like

779
00:53:04,060 –> 00:53:06,990
Teams, kind of play very well into this whole contact

780
00:53:06,990 –> 00:53:12,300
center agent space, and having a single partner to realize

781
00:53:12,300 –> 00:53:15,130
both workflows for a contact center agent is quite phenomenal.

782
00:53:15,130 –> 00:53:17,870
I think that’s a great synergy between these two partners,

783
00:53:18,300 –> 00:53:22,560
and for us as an ASI, consolidating our expertise on

784
00:53:22,560 –> 00:53:26,580
Azure, on Microsoft Office SaaS tools, and bringing that to

785
00:53:26,580 –> 00:53:30,110
a large enterprise, and delivering that end- to- end integration,

786
00:53:30,400 –> 00:53:33,610
also helps us streamline the delivery of this whole migration.

787
00:53:34,470 –> 00:53:39,410
Understood. So folks we can surmise from today’s conversation that

788
00:53:39,470 –> 00:53:43,710
over the past several years, there are many factors in

789
00:53:43,710 –> 00:53:46,860
a flux of change. Let me highlight two of the

790
00:53:46,860 –> 00:53:52,780
most that impact the customer experience centers. Number one, customers

791
00:53:52,780 –> 00:53:57,740
expectations of doing business in a digital world is changing.

792
00:53:58,360 –> 00:54:03,690
Number two, innovations are being brought to market every day,

793
00:54:03,840 –> 00:54:08,670
which help enterprises differentiate themselves. And all of this, and

794
00:54:08,670 –> 00:54:13,130
many more factors are creating tremendous pressure on organizations to

795
00:54:13,130 –> 00:54:15,760
move to the cloud. But how do you do that?

796
00:54:15,800 –> 00:54:19,930
What do you do with your existing investments that you’ve made

797
00:54:20,150 –> 00:54:25,770
on your own premise or data center technology infrastructure applications?

798
00:54:26,180 –> 00:54:29,040
It’s one thing if you’re a small business, you can

799
00:54:29,060 –> 00:54:32,090
ditch those 50, 60 servers, and sign up with a

800
00:54:32,090 –> 00:54:36,450
single vendor, or cloud contact center provider, as long as

801
00:54:36,450 –> 00:54:40,170
they meet your requirements. But what if you are a

802
00:54:40,170 –> 00:54:45,230
large organization with global presence? What if you have complicated

803
00:54:45,230 –> 00:54:49,780
follow the sun routing? And you have investment in best

804
00:54:49,810 –> 00:54:54,050
of breed on premise technologies, not only to keep you

805
00:54:54,050 –> 00:54:57,750
away from a single vendor log- in, but you take

806
00:54:57,870 –> 00:55:04,350
pride in providing customized disowning experiences to your end consumers

807
00:55:04,550 –> 00:55:06,960
who are loyal to your brand. In that case, what

808
00:55:06,960 –> 00:55:11,590
do you do? At a time when things are in

809
00:55:11,590 –> 00:55:16,700
change, flexibility is key. As a cloud evangelist, it is

810
00:55:16,700 –> 00:55:21,390
my job to help you make an informed decision. And

811
00:55:21,390 –> 00:55:25,020
with respect to that, I have three steps or three

812
00:55:25,020 –> 00:55:30,420
recommendations for you. Number one, I have co- authored this

813
00:55:30,460 –> 00:55:33,990
white paper, with some of the brilliant minds like Genesys,

814
00:55:34,310 –> 00:55:39,920
wherein we identify the five different archetypes for organizations to

815
00:55:39,920 –> 00:55:43,720
move to the cloud. In there, we discussed the pros

816
00:55:43,720 –> 00:55:47,680
and cons of each archetype. I recommend that you download

817
00:55:47,680 –> 00:55:51,550
and read this white paper, answer the questions that we

818
00:55:51,550 –> 00:55:55,270
pose in then to find out which archetype are you.

819
00:55:56,340 –> 00:56:00,890
Number two, we started this conversation by talking about the

820
00:56:00,890 –> 00:56:05,570
magic of Team Avengers, for Engage Cloud on Azure, we have the

821
00:56:05,570 –> 00:56:10,960
video which shows you the benefit of Genesys and Microsoft

822
00:56:11,030 –> 00:56:15,190
partnership. Maybe you will find that this is the winning

823
00:56:15,360 –> 00:56:17,540
team you have been looking for to take you to

824
00:56:17,540 –> 00:56:21,580
the cloud. And if that’s correct, then I urge you

825
00:56:22,910 –> 00:56:26,570
to ask for a customized demo to your organization. We

826
00:56:26,570 –> 00:56:29,910
will probably be able to show you how multi- cloud

827
00:56:29,910 –> 00:56:34,400
provides you flexibility and change on your journey to the

828
00:56:34,400 –> 00:56:39,490
cloud. Now, one last one question to all my panelists.

829
00:56:39,490 –> 00:56:43,250
We’ve been speaking about superheroes and Avengers. So let me

830
00:56:43,250 –> 00:56:47,310
go over to you first, Merrie, who is your favorite Avenger

831
00:56:47,310 –> 00:56:53,670
for personal or business reasons? For probably personal Spider- Man,

832
00:56:53,670 –> 00:56:57,770
who’s super scrappy, and smart, and has a strong moral

833
00:56:57,770 –> 00:57:04,830
code. How about you, Todd? Abi, I didn’t see my

834
00:57:04,830 –> 00:57:09,500
favorite one up there. My favorite is the Rocket Raccoon.

835
00:57:11,460 –> 00:57:15,980
with everything, he tinkers with everything, he rummages through everything,

836
00:57:16,420 –> 00:57:18,520
finds what he needs. And I had scrappy on my

837
00:57:18,520 –> 00:57:23,420
list to Merrie, he’s scrappy. And I like Rocket. And

838
00:57:23,420 –> 00:57:26,270
how hard you Ranga? I think I’m going to go

839
00:57:26,270 –> 00:57:30,620
with captain America, Abi. Captain America, I would call an

840
00:57:30,620 –> 00:57:34,580
aggregator of heroes. He handles zeroes together and gets the

841
00:57:34,580 –> 00:57:37,010
best out of them. And that’s exactly what we do

842
00:57:37,020 –> 00:57:38,870
as an ASI, I mean, that’d be bring the best

843
00:57:38,870 –> 00:57:42,610
of breed platforms and offerings around the world, and get

844
00:57:42,610 –> 00:57:44,940
the best out of them with our own group. That’s

845
00:57:46,610 –> 00:57:51,120
who I would go with. Very well put Ranga. So folks

846
00:57:51,440 –> 00:57:55,300
such a multi- company webinars is not easy to put,

847
00:57:55,350 –> 00:57:59,770
and we have had several superheroes working in the background.

848
00:57:59,770 –> 00:58:04,020
I would like to thank them for making this webinar

849
00:58:04,040 –> 00:58:10,120
happen. So Brad, and Javier from Microsoft. Sandeep Pandita from Tech

850
00:58:10,120 –> 00:58:15,100
Mahindra, our very own executive producer, Christina Trento, as well

851
00:58:15,100 –> 00:58:18,120
as Josh Reed. Thank you so much for helping us

852
00:58:18,120 –> 00:58:20,260
on this, and I now turn it back over to

853
00:58:20,260 –> 00:58:26,050
Josh. Thanks Abi. I’ll be brief as we wrap up today.

854
00:58:26,270 –> 00:58:28,270
First off, I know that we have a couple of

855
00:58:28,270 –> 00:58:31,400
unanswered questions in the chat, that’s okay. Although we did

856
00:58:31,410 –> 00:58:33,630
run out of time, we will answer those via email

857
00:58:33,630 –> 00:58:35,390
within the next few business days. So just be on

858
00:58:35,390 –> 00:58:39,000
the lookout for that. In addition, we have a list

859
00:58:39,000 –> 00:58:41,170
of resources available to you all right now in the

860
00:58:41,170 –> 00:58:43,760
resource list. Before today’s session ends, you go ahead and

861
00:58:43,760 –> 00:58:45,860
click on those links, they’ll open up a new tab

862
00:58:45,860 –> 00:58:48,650
in your browser, and they expand on today’s topic of

863
00:58:48,650 –> 00:58:54,170
our partnership with Engage and Azure. And finally we appreciate

864
00:58:54,170 –> 00:58:55,790
your feedback, so there’s going to be a survey that

865
00:58:55,790 –> 00:58:56,814
pops up at the end of today’s

866
00:58:56,814 –> 00:58:58,050
presentation. I encourage you to go

867
00:58:58,050 –> 00:59:00,010
ahead and fill that survey out. It’s going to be quick and

868
00:59:00,010 –> 00:59:02,440
brief, it’s just three questions. But we would love to

869
00:59:02,440 –> 00:59:05,250
incorporate your feedback into the future of Genesys webinars, so

870
00:59:05,250 –> 00:59:07,960
that we can tailor these to exactly what you the attendees

871
00:59:07,960 –> 00:59:11,360
want to learn more about. And with that on behalf

872
00:59:11,360 –> 00:59:14,850
of Abi, Merrie, Todd, Ranga, and the entire Genesys team, we

873
00:59:14,850 –> 00:59:18,390
thank you again for joining today’s webcast Genesys Multicloud CX on

874
00:59:18,390 –> 00:59:22,380
Microsoft Azure: Built for Enterprise. Until next time have a

875
00:59:22,380 –> 00:59:23,070
good one everyone.

Meet the Speakers

Merrie williamson

Merrie Williamson
VP, Azure Apps and Infrastructure
Microsoft

Todd hollenburg webinar image

Todd Hollenberg
VP, Product Management
Genesys

Abi

Abi Chandra
Cloud Evangelist
Genesys

Ranga

Ranga Thittai
VP for Enterprise Network Services
Tech Mahindra

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