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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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Genesys. 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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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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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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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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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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only in the launch, but the iterations of technology, implementation
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that go faster when you’re on these new platforms. Thank
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you for that response. I’m actually pick
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up on two things that you
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mentioned. Number one, is that you are seeing a whole
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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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then you mention of combining all this data and being
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able to pull out insights, which we would never have
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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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understand how does this fit in with the overall Genesys
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multi- cloud strategy, that Genesys has been speaking about for
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the past several months. It fits in perfectly and exactly
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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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outstanding, and we’re extremely grateful to be part of that
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that partnership, and the AKF service has been… The Azure
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Kubernetes service is exactly the service we’re leveraging, and it’s
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just opening up all kinds of possibilities. Let me just
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talk in a little bit more depth, and maybe just
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one quick word. One of the things that has been
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kind of amazing, and great, and in some respects even
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hard to keep up with is, as soon as this
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has gotten out into the market, even though we haven’t
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launched yet, we’ve already closed two major deals, and we
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have a pipeline that we’re running as fast as we
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can just to keep up with. The adoption, the excitement
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is incredible. We haven’t even launched yet. And so it’s
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just amazing and we’re really happy about it and appreciate
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everything Microsoft has done to make it possible. Let’s see,
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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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a product, it determines how we describe our architecture. What
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leveraging the Azure Kunernetes service and Docker container, what it’s
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done for us is it allowed us to build this
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really robust cloud service, which is that number one, that
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you see the public cloud. That’s Engage the cloud, all
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the Engage services for those of you who know Engage,
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and love Engage over the years, it’s the full suite
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of Engage services running as a SaaS multi- tenant offer
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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?
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I actually was going to ask you who handles the
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operation and you hit it right there, please continue. That
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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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in the dark blue, the number
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one. The second option is what we call private edition,
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that’s a customer, or a partner operated option, based on
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the exact same code base that we’re running in our
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cloud. There’s no differences in code base, there’s no differences
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in functionality or services. It’s the exact same services, but
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in this case, they’re deployed, operated, upgraded by the customer,
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or the partner, fully in control of the partner or the
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customer. And we have customers that really need this kind
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of deployment. We see this request with some of our
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very, very largest retailers, our very largest tech customers, and really
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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.
