Genesys + Zoom

Seamless cloud communications for great customer experiences

Genesys zoom partnership logo

On-Demand Webinar

Take charge of your contact center productivity

In this consumer-driven, hyper-connected world, contact center agents need a simplified communication and collaboration solution that supports working from anywhere.

With the recently announced Genesys and Zoom Video Communications partnership, contact center agents and knowledge workers have an integrated communication solution for calling, directory and presence that ensures they have the details they need, know who to reach and when they’re available to deliver exceptional customer experiences.

Take charge of your contact center productivity with Genesys and Zoom integrated communications. Register now for this webinar and learn how to:

  • Increase contact center agent productivity with integrated communications
  • Provide a seamless, simplified and more efficient agent experience
  • Enable employees to quickly find the right resources to address your customer’s needs
  • Use cloud-based customer support tools for modern experiences

Register now. See how integrated cloud communications can enhance agent and customer experiences.

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All right. Good morning, evening and afternoon, everyone. My name

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is Josh Reed and I’m from the digital events team

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here at Genesys. And I’ll be one of the moderators

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for today’s presentation. And let me be the first to

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welcome you to today’s webcast, Genesys and Zoom: Seamless Cloud

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Communications for Great Customer Experiences. To ensure that you have

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the best experience viewing today’s webinar. I’m going to cover

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a few housekeeping items as I usually do, and I’ll

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make this short and sweet first to ensure that you

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don’t have any issues viewing or listening to today’s presentation.

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Please make sure that you have a reliable internet connection

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and phone connection. If you experience any problems, viewing today’s

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webcast, try leaving the Zoom webinar and logging back in

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from the link from your reminder email. And if you

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continue to have issues, why don’t you throw that into

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the chat? And we’ll see if we can troubleshoot for

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you. Also, this webcast is designed to be an interactive

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experience between you and our presenters today. So at any

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time during the webcast, feel free to submit those questions

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in the Q& A tab on your Zoom toolbar. Now

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I’ll make sure that you throw those questions into the

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Q& A tool and not the chat so that we

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make sure that we answer your question or have a

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chance to answer your question. We don’t miss it, also

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just to let if time does get away from us

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as sometimes it usually does. Don’t fret. We’ll follow up

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with you via email within the next few business days,

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and also know that this is being recorded and that

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you’ll receive a link to the on- demand recording via

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email from Zoom within the next few business days and

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see it, like I said, short and sweet. So it’s

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my pleasure to introduce you to our moderator today. Randy

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Carter, the marketing content director here at Genesys. Randy, why

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don’t you take it away, buddy? Thanks Josh. So, I

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mean, the main question that we want to talk about

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today is why is it still so hard to help

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people? I mean, we’ve got digital transformation stuff. That’s moving

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customer communications to the cloud. It’s changing the way that

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we’re communicating. We’ve got a lot of things about the

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way that we’re doing customer experience and employee experiences as

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well, that are changing. And there’s huge growth in automation,

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bots, and digital work, I mean, voice is still vital

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as a way to solve real problems and bring people

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together. And like everything else though voice is changing and

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it won’t change back. All of this disruption has really

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brought forth all of these great cases that we knew

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were coming about working from anywhere and about elevating voice

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to video. And that’s why we’re here. We’re here to

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give you details on a new way to provide voice

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in videos, simply flexibly globe. So today I’m here also

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have two people along with me, we got Neil Levonius,

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who is from Zoom in product marketing, and we’ve also

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got Jeff Wise. So I’m going to start off with

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Jeff. Jeff, could you tell us who you are and

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who Genesys is? Thanks Randy. And thanks everyone for being

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here today. Super excited to talk about our partnership and

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vision with Zoom, but I head up by our strategic

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alliances group and ecosystems, but I’m really excited about what

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we’re working with our partner Zoom. Now a little bit

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about Genesys. We have been around a long time. We’re really

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uniquely positioned in this industry because now, when it becomes

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uniquely valuable, is that we’re really a company that believes

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in self disruption and we’ve led continuous change after continuous

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change. And today is actually going to be no different.

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We started before cloud even existed, but today we’re a

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global cloud company and we’re going to talk about what that

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means as well. We’ve pioneered omni- channel multi- channel customer

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engagement because customers keep changing and more importantly, they are

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changing how they want to engage. So today now we

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power our customer’s experiences with AI fueled by data, across

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multiple sources, using an agile cloud culture. And Genesys is

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really creating the one of the most scalable cloud- based

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customer experience platforms in the industry. But at the end

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of the day, it’s the moment of truth that really

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matters. And, it’s when that customer connects and they need help

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and we help our customers with billions of different customer

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interactions every year and all about helping our customers connect

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with their customers at that moment of truth. And as

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a result of that, customers worldwide, large global brands trust

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us with helping them connect with their customers. So it’s

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great to be here, Randy, thanks for the opportunity to

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talk about Genesys and what we’re doing with Zoom. All right. Now we’re going

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to pivot over and talk to Neil. Same question. Tell

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us about, in a bit about Zoom? Yeah. So thank

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you, Randy. It’s great to be here. So my name

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is Neil Levonius and I’m a product marketing lead for

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Zoom phone, our cloud phone system. So, you probably know

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what Zoom is. I think a lot of people are

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using it now and really what our story is? What

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our vision is? Is that we are creating a platform

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that enables video communications to empower people, to accomplish anything

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they want to be and to be always connected. And

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so when you think about the way we communicate today,

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it’s radically changed. We have over 300 million daily active

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meeting participants using the Zoom platform every day, and they’re

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not just using it for video. We created this platform

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that does video. It does chat, it does phone calls,

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it supports conference rooms, large webinars like we’re doing right

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now and all of these different things. And the reason

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why this has come about is because people need flexibility.

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They’re working from everywhere. They’re working on all of these

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different devices and they want a consistent user experience across

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everything. So when I think about my 14 year old

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daughter, she’s going to be a sophomore in high school

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this year. And if I give her a phone call.

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If I call her on the phone like this, it

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freaks her out. She doesn’t know what that is. She’s

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not going to put a phone up to her ear

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because that’s so strange. But if I send her a

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text message, she responds right away. Cause she’s very happy

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using text. And then if she wants to get ahold

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of me in real time, what does she do? She

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FaceTimes me. She sends Zoom because people are shifting, the

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culture is shifting to being very comfortable with video. Now

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that doesn’t discount any of the other modalities, then that’s

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why you need a platform that can support all of

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them. Voice is still very important. It ends up being

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the lowest common denominator and how we communicate because it’s

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a ubiquitous platform that can be found everywhere, but then

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people are very comfortable with chat, SMS and then video,

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when you want to have that more personal touch. So

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that’s what the Zoom platform has really been designed for.

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And then partnering with companies like Genesys to bring our

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capabilities together, to provide this really best of breed solution

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is very exciting. And we believe for our customers. Randy

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you’re muted. Oh, there we go. Okay. So Neil, you

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dropped that magic word vision, and that’s what I want

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to talk about next, which is we’ve got to power

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us cloud companies here. What’s the vision of this partnership? I want

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to start with Jeff. Jeff, what do you think? Yeah, thanks Randy. And

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I think Neil said it. We’re shifting to a video-

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first experience at a consumer level and a business level.

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And that video experience is a key ingredient to this

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vision because what we’re really doing is we’re bringing the

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best of breed companies together, Genesys being that best of

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breed customer experience, and with the best of breed video

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communication experience through Zoom. But by bringing these best of

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breed companies together, what we’re doing is we’re really building

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a future together. And that is to allow seamless communications

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between the front office and back office. And that’s bringing

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all employees together, not just the contact center, but everyone

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to be able to communicate and collaborate effortlessly. And using

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video is key because it really elevates the conversation, it

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creates relationships, it creates that empathy as well. So video

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is a key ingredient. And Zoom with the video- first

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video communications experience is a really valuable part of this

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vision that Genesys wants to create with Zoom. So our

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vision look, it’s not just about phone calls, but it’s

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really about that active collaboration across that organization, and it’s

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about empowering the entire organization to have the right conversation

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with their customers. It’s about knowing the customer, making it

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personal and relevant, and making that connection, making that memorable

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experience. Because if you can make it memorable with the

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right context and the right relevance, and that’s across the

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whole entire customer journey, then that’s going to be something

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that customers will remember, but also want to come back

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and advocate for you in the daily life. So that’s

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the vision. Fantastic. Okay. Neil, get to you to, you’re

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still muted, to respond and talk about your side of

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the vision stuff. Yeah, so our vision of making sure

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that people are always connected. And I think what Jeff

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said is really important about the empathy. Without video, without

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chatting, without phone and being able to provide the medium

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that people want to communicate through adds friction. And when

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you have friction, then people don’t want to use it

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and they don’t adopt it, and then you’ve wasted a

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bunch of money. So what we do to make sure

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that that’s not an issue is besides just implementing a

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feature to get a checkbox and say, ” We have a

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feature,” is that we design the platform to remove all

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friction, to make it very easy to use. So have a

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world- class user experience, because we understand, and even though

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this sounds like a cliche now probably to a lot

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of people, that this whole consumerization of IT is real.

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We communicate in our daily lives through all of our

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favorite applications, whether it’s a social media app like TikTok

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or chat, I’m sorry, or Snapchat, or Facebook, or whatever

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it is, that those experiences, that user experience is now

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expected on in the business app, IT app. So that’s

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the kind of the aesthetic that we take, the approach

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we take when we design our features. And what we’ve

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seen is when you do that, then that increases adoption,

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increases stickiness, and then it really helps you be successful.

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And when you have a product like that, the IT’s

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job becomes much simpler because the customer base, the user

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base wants to use it, training is much easier. And

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then it’s easy to prove to your CIO, to your

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decision maker, et cetera, that the investment was worth it.

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So, our vision to bring all of these different modalities

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together, build it on a platform that’s open so we

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can integrate and create a best of breed solution is really

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core to what we’re doing at Zoom today. I love that. I love the

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comment about friction in there too. And the only way

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to really build these huge, scalable systems that people really

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want is you have to make it so much easier

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to do the right thing always. And that’s hard. It

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takes a lot of extra work. Okay, so we’re going to move forward

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and talk a little bit about Zoom Phone, because we’ve all heard

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of Zoom, but Zoom Phone is a term that maybe

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some people don’t know yet. Yes, so Zoom Phone is

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a cloud phone system called PBX. It is designed to

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be a replacement to the old legacy boat anchors that

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you might have in a closet right now. Whatever that’s

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your Avaya, Cisco, Mitel, ShoreTel, whatever tel, all going away soon

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tels. It is a PBX at the end of the

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day. And it’s built on the Zoom platform. So this

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isn’t a separate product that was designed in a silo

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on a different platform. This was designed and implemented on

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the Zoom Meeting platform. So as a modern phone system

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or as our cloud phone system, it has all of

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the traditional PBX features that you’d come to expect, transferred

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conference hold, auto attendance, basic call routing, the ability to

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port your existing phone numbers onto our platform if you’d

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like to use our native PSTN service, or we allow

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you to bring your own carrier to our platform as

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well if you want to keep your existing service providers.

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We support hybrid integration to your existing on- premise PBXs.

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So we don’t go into a customer saying, ” No, rip

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out that old Cisco call manager system and put Zoom

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everywhere.” No, we understand can be a phased approach. You

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just don’t cut overnight. So it is a phone system.

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Because it’s built on the same platform, it’s really easy

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to manage. If you’ve managed a Zoom account, a Zoom

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Meeting account, it’s just another tab in our web portal.

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So when you go to provision a user, you provision

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their meeting, attributes, you provision their phone attributes. It’s done

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in the same place. It’s integrated into our reporting and

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dashboarding, et cetera. And the features are delivered to the

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same Zoom app that you already know. So when we’re

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designing features, we want to make sure that all of

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the features that are implemented are not just desktop features,

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desk phone features, or mobile features. We have a very

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mobile first approach. We want to make sure that everything

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works on the mobile app with the same quality, same

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user experience that you can experience on the desktop. So

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we don’t have any… We have feature parity across all

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of our end points. And it has to be delivered

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with high security and reliability. So making sure that we’re

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implementing HD voice using adaptive rate codec like Opus, we

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have a lot of secret sauce on top that does

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audio processing to eliminate background noise, et cetera. So that’s

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why Zoom calls generally sound better than a lot of

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our competitors. And we have a global footprint, which I

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believe we’ll talk about a little bit later. Okay, great.

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Yeah, it’s a difficult bridge creating this between the desk

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phones and everything else in the world. And I’ve seen it, experienced it.

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You guys have done amazing job. Yeah, and if I may

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add, when we first started Zoom, when Zoom was founded,

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when Eric started the company, it wasn’t that we wanted

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to just be video only or we wanted to be

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a phone system. We were actually pulled into this by

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the market because the people were enjoying using Meeting so

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much. We’re like, ” Can we just get rid of the

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PBX and put everything on a meeting platform?” You already

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have all of the components. So that’s what we did.

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And one of the side benefits, what I forgot to

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mention is, when I talked about all the modalities earlier

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of chat and voice and video, that we don’t look

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at them as individual features, we want them to all

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blend together. So if I start with a chat interaction,

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I can escalate that chat into a phone call. And

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I can elevate that phone call into a meeting, without

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having people hang up. So if I’m working with a

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customer for example, and I’m on the phone, and I

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need to elevate that into a desktop share or I

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want to go to video, traditionally you say, ” All right,

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let me send you an invite for this meeting bridge,

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and let’s hang up and I’ll meet you there.” Right? And

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that usually adds five or 10 minutes to the conversation,

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it adds friction. With Zoom, if you’re on that phone

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call, you can elevate right into a Zoom meeting and

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everybody’s brought into it automatically, so you don’t have to

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hang up and dial back in. And then if they

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want to use the app, then you can send an

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invite for them to open up the app, keep the

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voice stream wherever it started, and then have the app

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for all the desktop sharing. Anyway, sorry Randy, I just

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wanted to expand on that for a second. Oh no, I

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enjoyed it. Yeah, I think this is also indicative of

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why this is actually such a really good match between

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two different cloud companies, is because the way you guys

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are approaching the usability and the scaling, and being able

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to flip things from one mode to another seamlessly, is

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exactly what we’re trying to do at Genesys. So, thank

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you. Okay, let’s go to the next slide which is

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about… Okay. We’re going to take all these pieces of

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Zoom and the functionality that they’re adding, and we’ve got

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all this functionality that we’ve built on Genesys Cloud CX bringing

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this together, how does this help our customers do great

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customer experiences? Thanks Randy. It is at the end of

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the day about providing a great support and service to

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customers. But sometimes we think about the contact center, the

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front office, as being that first line of defense. But

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it takes a whole company to support and service customers.

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It’s a real team effort across the company that provides

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a great customer experience at the end of the day, because the contact center

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is there to assist and help customers, but they’re only

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as good as the rest of the organization. So what

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we see is when you empower your employees across the

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whole organization, they can then focus on the customer. So

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if we’re giving the right amount of flexibility, the right

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amount of power and tools to allow that collaboration between

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the front office and the back office, that’s just going to

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be a good outcome. So lower friction, lower frustration across

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that enterprise, at the end of the day it’s about

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helping customers then and there and helping them in real

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time. So connect the front office with the back office,

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create some great collaboration, and with the focus in helping

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customers then and there. So the key ingredient’s is it’s a great CX

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through great collaboration. Okay. Neil, do you have any comments on

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that? On customer experience and how Zoom’s going to affect that?

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You’re on mute. You would think working for Zoom, I’d

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be so much better at that. Yeah. So at the

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end of the day it really is, it’s eliminating all

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of the friction in the communication process. So when you

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eliminate the friction, then people are going to be more

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willing to engage, be more open in that engagement, and

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have a better satisfaction of that tool and the interaction

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between the customer and whoever’s servicing the customer. All right.

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All right. So we’re going to double down on this

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customer experience and collaboration topic. Let’s explore that in a

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little bit more depth. Jeff, talk from this slide. We’ve

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got a lot more topics to delve into here. Sure.

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So let’s bring that CX to life and that collaboration

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across the organization. How are we going to do that

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with what we’re talking about today between Zoom and Genesys?

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It’s really providing a simplified, unified, and more, I guess,

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integrated experience where you can focus on the outcome that

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you’re trying to create, rather than what tools I have

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to use and what I have to tab through, or

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which applications I’ve got to go find to achieve as

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an outcome. And the way we’re doing this with the

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integration that we’ve done between Zoom and Genesys, is a

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unified directory. And what this means is, as a Genesys

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Cloud user in the front office, they will now be

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able to see the whole enterprise, whoever it might be

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in the contact center, but also now across everyone that’s

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using Zoom phone across the organization. So that means complete

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visibility of everyone in the enterprise. And then on top

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of that, we add presence. So knowing who in the

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enterprise is available to help then and there. When I’ve got

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the customer on the line, I need assistance. I want

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to be able to talk to a subject matter expert, or at

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least somehow try and get to the right person with

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the right information to assist me to assist the customer,

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or even bring that subject matter expert into the conversation

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with the customer. So through being able to see and

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search across the enterprise from all the Zoom phone users

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as well as Genesys Cloud CX users, by knowing when and

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where that they’re available to help me then at that

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point in time. At the same time, when we’re doing

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all those interactions and call transfers, it’s on net. So

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that means we’ve integrated Zoom phone with Genesys Cloud CX, with

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secure connections, which provides complete on net callings. That means

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you don’t have to go off onto the PSTN and

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also incur extra charges, because you’re one enterprise. You should

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be able to have one logical network with one logical

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ability to be able to transfer calls across systems seamlessly.

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Again, removing that friction, as we’ve started talking about. On

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top of that, in today’s world, you need to be able

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to do it from anywhere globally, and this is more

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important than ever. And in this global world today, being

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able to work from anywhere, collaborate from anywhere in a

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seamless experience, is key. And Genesys and Zoom are global

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solutions, which we’ll talk about in a moment. But we’ve

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gone back to… The big shift that we’ve seen is that

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video first experience as well. And leveraging and taking advantage

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of Zoom’s incredible video first communications platform, we’re also able

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to bring Zoom’s video screen sharing and recording as well.

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So you’ll be able to then, again, bring that collaboration

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using Zoom’s features around screen sharing and recording. And it

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goes without saying that this all runs within a secure

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environment. So that’s a little bit of a, I guess,

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insight, Randy there, but when you bring these pieces together,

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it’s again, taking that friction out and letting our people,

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our employees in that organization, collaborate, but more importantly, focus

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on the problem at hand or the service that needs

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to be addressed, rather than the tools or the technology.

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Okay. So how is the availability looking like on this?

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Yeah. So actually, not a lot of people know this,

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I’m going to let everyone know. But Genesys Cloud CX and

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Zoom Phone has actually… We’ve had integration with our on

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net calling especially, for actually a number of months now

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since last year. We’ve built that telephony sip connection. We’ve

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actually got a few customers using it today, which we’ll

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talk about in a little while. But really true Collective

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cloud APIs, this is kind of the next natural step and

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the new release that we’re talking about today with these

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capabilities like unified directory, and presence, and the likes will

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be available next month in July. So we’re super excited

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to see how we can bring our customers together to

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collaborate better and to provide great customer experience. Great. Thank

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00:24:31,560 –> 00:24:36,560
you. All right. So we’ve mentioned Global multiple times. Maybe

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we should have started with this, but it was actually

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a huge challenge for our Genesys Cloud CX customers that are

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global, is that there’s so many different ways of doing

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phone termination in so many different countries. We have a

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rock solid network of AWS regions that were operating on

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Genesys cloud in. And whenever you’re on net, everything is

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just straight data. So this is what it looks like.

401
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Jeff, can you go into a little bit more detail about that

402
00:25:11,140 –> 00:25:14,800
platform? Yeah sure, thanks Randy. Look, Genesys cloud is a

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00:25:14,800 –> 00:25:19,230
Global cloud platform, just like Zoom and Zoom Phone, our

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Global platform, our Global Pops which I’ll go through in

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00:25:24,730 –> 00:25:29,330
a moment, all operate and inter operate with Zoom and

406
00:25:29,330 –> 00:25:32,980
Zoom Phone’s Global Pops. Actually, this is actually going to

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be all configurable by the customer or at the time

408
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it’s set up where you can actually choose which Genesys

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cloud region you want to operate. But at the same

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time, you can also choose which Zoom Phone region you’ll

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be able to operate with as well. So you’ll have

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full control over which regions due to local regulatory requirements

413
00:25:52,190 –> 00:25:56,369
at the time of the implementation. But at a global

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region, we have nine regions. We have two in the

415
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US, US East and US West. We’ve got Canada, Ireland,

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the UK and Frankfurt in Germany and originally South Korea.

417
00:26:10,190 –> 00:26:13,119
And we’ve also got Japan and Australia. But on top

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00:26:13,119 –> 00:26:15,500
of that, it’s not just about that footprint. It’s also

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about language support. We support 18 languages through our user

420
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interface, and we even have a whole lot more than

421
00:26:21,920 –> 00:26:24,560
those 18 languages for our I- V- R and voice

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services as well, because it’s really, we, we now live

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in a global community and more, I guess more importantly,

424
00:26:34,140 –> 00:26:37,730
we live in a growing virtual, global community as well.

425
00:26:38,970 –> 00:26:42,820
It’s important to know that you can operate virtually anywhere and

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globally. And, we support thousands of customers today, actually I’ve

427
00:26:47,530 –> 00:26:51,619
across 60 countries, Pang Southern the, the largest contact centers.

428
00:26:52,140 –> 00:26:54,540
we even have some contact centers that were powering over

429
00:26:54,540 –> 00:26:58,650
25,000 agents in that context center. So, this is scale

430
00:26:59,030 –> 00:27:01,970
on a, on a global level, but really excited that

431
00:27:02,000 –> 00:27:05,630
we’re bringing this global platform global network. That’s powering all

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00:27:05,630 –> 00:27:08,830
these interactions for our customers. And now we’re going to

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extend that with this great VR first experience powered by

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00:27:11,730 –> 00:27:15,750
Zoom. So Neil, maybe you can tell us about, the zoom

435
00:27:15,750 –> 00:27:21,960
phone, global story. All right. Yeah. That Zoom Global picture.

436
00:27:22,480 –> 00:27:28,410
Yeah. We have a pretty extensive global footprint. We currently

437
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have data centers in 18 countries around the world. These

438
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are all active, active, fully redundant data centers. So one

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00:27:35,670 –> 00:27:39,150
outage in a specific region, doesn’t take down our customer

440
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base by any stretch of the meetings. And these are

441
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man by zoom employees. So these are, we, we have

442
00:27:46,640 –> 00:27:49,390
a mix of running our own data centers, which is

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what I’m showing here. Then we also take advantage of

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a lot of public cloud services from AWS, Google, Microsoft,

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Azure, etc. So we want to make sure that we

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have a fully redundant and that we’re using the best

447
00:28:00,380 –> 00:28:03,859
technology available to provide the highest quality of service for

448
00:28:03,859 –> 00:28:07,119
our customers. From a zoom phone perspective, when it comes

449
00:28:07,119 –> 00:28:12,300
to PSTN access today, we have native PSTN support in

450
00:28:12,330 –> 00:28:15,780
18 different countries. You can visit our website for our list

451
00:28:15,780 –> 00:28:18,490
of all of those countries. We have an additional 25

452
00:28:18,490 –> 00:28:20,810
countries where we can provide PST and access and phone

453
00:28:20,810 –> 00:28:23,800
numbers currently in beta. And we expect those to come

454
00:28:23,800 –> 00:28:26,200
out of beta the summer, which will give us about

455
00:28:26,210 –> 00:28:30,740
47 countries where we can provide a full, complete PSTN

456
00:28:31,060 –> 00:28:37,090
PBX replacement. We are also offering, BYOC bring your own

457
00:28:37,090 –> 00:28:40,310
carrier. So if you have a requirement outside of the

458
00:28:40,330 –> 00:28:44,840
47 countries that we’re in today, then you can bring

459
00:28:44,840 –> 00:28:47,860
the sip trunk from that, from that local service provider,

460
00:28:47,860 –> 00:28:50,550
right into the zoom cloud, and then light up the

461
00:28:50,550 –> 00:28:53,410
surface that way. So we’re, we’re very, very flexible. And

462
00:28:53,420 –> 00:28:57,370
of course our goal is to provide complete global coverage

463
00:28:58,200 –> 00:29:01,180
everywhere. And so we’re, we’re marching really fast to make

464
00:29:01,180 –> 00:29:08,330
sure that that happens. Okay. All right. So I know

465
00:29:08,330 –> 00:29:11,440
that Neil, you wanted to take a moment to just

466
00:29:11,440 –> 00:29:15,510
talk about security. Yeah. Security as a topic that comes

467
00:29:15,510 –> 00:29:19,550
up every day at Zoom, it is incredibly important to

468
00:29:19,550 –> 00:29:23,440
us with so many people relying on us and, and

469
00:29:23,440 –> 00:29:27,120
business to continue working as well as in their personal

470
00:29:27,120 –> 00:29:29,700
lives, taking that yoga class, like in that music lesson,

471
00:29:30,040 –> 00:29:32,390
having those happy hours that we want to make sure

472
00:29:32,390 –> 00:29:37,580
that your information is completely protected. So we recently migrated

473
00:29:37,580 –> 00:29:42,270
in Twitter, 56 bit AGC or a yeah. GCM encryption,

474
00:29:43,290 –> 00:29:47,450
apologize for butchering the acronym. And we also make sure

475
00:29:47,450 –> 00:29:49,640
every zoom phone call is encrypted as well. So we

476
00:29:49,640 –> 00:29:57,130
use SFTP encryption, we used 256 BAS authentic TLS authentication.

477
00:29:57,130 –> 00:30:00,210
So everything is secured and don’t just take our word

478
00:30:00,210 –> 00:30:02,600
for it. We also have certifications by some of the

479
00:30:02,600 –> 00:30:07,550
top security and privacy groups in the world. So we

480
00:30:07,550 –> 00:30:11,360
are GDPR. We it’s all been verified through Trust Arc.

481
00:30:11,860 –> 00:30:16,320
We have in the United States, we are FedRAMP moderate

482
00:30:16,320 –> 00:30:19,040
for the entire platform. So for zoom meetings and now

483
00:30:19,040 –> 00:30:24,060
zoom phone, which means that the, the department where the

484
00:30:24,060 –> 00:30:29,990
federal agencies like DISA etc, can use us in there.

485
00:30:29,990 –> 00:30:33,680
So if we’ve been vetted and, and, and authorized by

486
00:30:33,680 –> 00:30:36,700
the federal government, you can be assured that the platform

487
00:30:36,710 –> 00:30:40,040
is secure. We also, in the newest version of our

488
00:30:40,040 –> 00:30:44,360
application in zoom 5.0, we allow you to opt in

489
00:30:44,360 –> 00:30:47,930
and opt out of specific geo. So that, we do

490
00:30:47,930 –> 00:30:51,120
automatic geo based routing of all of our calls and

491
00:30:51,120 –> 00:30:54,810
all of our meetings. And if you are in a

492
00:30:54,810 –> 00:30:57,970
meeting and you want to make sure that those calls

493
00:30:57,970 –> 00:31:00,190
don’t, for some reason, get routed outside of the country,

494
00:31:00,190 –> 00:31:03,920
that you’re currently in, you can actually choose, the user

495
00:31:03,920 –> 00:31:06,820
can choose. The admin can choose which data centers are

496
00:31:06,820 –> 00:31:09,450
routed through which geos they route through, or they want

497
00:31:09,450 –> 00:31:12,390
to opt out of. So not only are we providing

498
00:31:12,390 –> 00:31:15,880
all these great security on top, that we are allowing

499
00:31:15,880 –> 00:31:18,310
users to choose which data centers they route through, which

500
00:31:18,310 –> 00:31:21,990
is something none of our competitors do. So we’re really

501
00:31:21,990 –> 00:31:24,220
taking it to the next level. It’s, it’s very important.

502
00:31:24,500 –> 00:31:27,560
And I don’t even know what to say is just,

503
00:31:28,250 –> 00:31:30,030
I think it speaks for itself, but if there are

504
00:31:30,030 –> 00:31:32,970
questions, of course, reach out to us. We have a

505
00:31:32,970 –> 00:31:34,920
whole bunch of landing pages on the zoom website that

506
00:31:34,920 –> 00:31:37,750
goes into more depth on this, and you would ever

507
00:31:37,750 –> 00:31:43,250
want to go into, Yeah, we have a full set,

508
00:31:43,300 –> 00:31:45,720
a full set of acronyms on our site too. So

509
00:31:46,050 –> 00:31:50,210
yeah, Yeah. We love our acronyms. It’s an ongoing effort. Security. It never stops

510
00:31:50,430 –> 00:31:53,210
it’s you have to always be working on that. Okay.

511
00:31:53,210 –> 00:31:58,570
Let’s look at, we mentioned that we have some, we

512
00:31:58,570 –> 00:32:01,620
want to talk a little bit about this. Yeah. No,

513
00:32:01,620 –> 00:32:09,160
thanks Randy. We’ve had some customers already using that integration

514
00:32:09,160 –> 00:32:11,860
that I mentioned, that we’ve had available now for a

515
00:32:11,860 –> 00:32:15,520
few months. I’d like to maybe just walk through some

516
00:32:15,520 –> 00:32:20,510
of those. Our telephone integration has been in place between

517
00:32:20,510 –> 00:32:24,210
Genesys Cloud CX and Zoom Phone. Actually, if you go to Zoom

518
00:32:24,210 –> 00:32:28,080
Phone today, you can actually click and see Genesys Cloud CX

519
00:32:29,130 –> 00:32:34,570
and connect to that as a telephone integration. That’s available

520
00:32:34,570 –> 00:32:39,730
today and Sentinel benefits and the financial group. They’ve actually

521
00:32:39,730 –> 00:32:42,530
been using it for a number of months and they’ve seen the

522
00:32:42,530 –> 00:32:46,640
real benefits of really connecting that front office with the

523
00:32:46,640 –> 00:32:49,850
back office. Really connecting the contact center with the rest

524
00:32:49,850 –> 00:32:53,610
of their organization. Remember, it’s all about the whole company

525
00:32:53,760 –> 00:32:57,690
that needs to help customers. They’ve really seen those benefits

526
00:32:57,710 –> 00:33:00,920
of being able to have that on their calling, the

527
00:33:00,920 –> 00:33:03,010
ability to be able to transfer calls back and forth

528
00:33:04,620 –> 00:33:09,080
securely, quickly, and easily between Genesys Cloud CX and Zoom Phone.

529
00:33:10,570 –> 00:33:12,240
They can see that they’re going to be able to

530
00:33:12,240 –> 00:33:16,570
resolve things faster, quicker, and just provide a better customer

531
00:33:17,000 –> 00:33:22,850
experience. We’ve also got Company Nurse. They’ve been an existing

532
00:33:23,150 –> 00:33:27,010
Genesys Cloud CX customer for some time and also a Zoom

533
00:33:27,010 –> 00:33:32,390
customer. Now, they’ve called out and identified what they see

534
00:33:32,390 –> 00:33:36,710
is the advantages where if they can bring that video

535
00:33:36,710 –> 00:33:40,330
first experience through video meetings and add that to the

536
00:33:40,330 –> 00:33:45,570
communications, they’ll be able to collaborate better together and really

537
00:33:45,570 –> 00:33:50,010
help their employees help them with their customers at that

538
00:33:50,010 –> 00:33:55,580
time of need. Because really, they’re doing triage at that

539
00:33:55,580 –> 00:33:58,510
moment of truth that we talked about before, where people

540
00:33:58,510 –> 00:34:00,960
really need to help them. By adding video, that video

541
00:34:00,960 –> 00:34:03,490
experience is going to make it a whole lot better

542
00:34:03,490 –> 00:34:06,070
for what they do, which is pretty important for a

543
00:34:06,070 –> 00:34:10,390
lot of companies. Look, we’re really excited to see how

544
00:34:10,670 –> 00:34:17,410
customers are starting to use capabilities between Genesys Cloud CX and

545
00:34:17,410 –> 00:34:21,590
Zoom and Zoom Phone, but I’m even more excited by

546
00:34:21,590 –> 00:34:23,750
what the new capabilities that we’re going to be able

547
00:34:23,750 –> 00:34:27,300
to deliver and we’re just getting started on this journey.

548
00:34:28,460 –> 00:34:35,110
Perfect. Okay. We’ve talked about friction. We’ve talked about usability.

549
00:34:35,270 –> 00:34:37,880
Let’s take a look at what does this look like?

550
00:34:39,130 –> 00:34:42,080
Jeff, do you want to take us through a demo

551
00:34:42,080 –> 00:34:45,900
here? Yeah. I sure will. Let me just take control here.

552
00:34:47,280 –> 00:34:50,739
Okay. Let me just set this up before we get

553
00:34:51,000 –> 00:34:56,830
started. In this walkthrough of the demo, we have a

554
00:34:56,830 –> 00:35:01,300
customer that is utilizing Genesys Cloud CX and Zoom Phone for

555
00:35:01,300 –> 00:35:04,719
their cloud PBX. We’re going to walk through that experience

556
00:35:04,719 –> 00:35:13,460
very quickly. Okay. Control. There we go. Okay. Here we go.

557
00:35:13,460 –> 00:35:18,850
All right. We’ve got an organization called G Bank and

558
00:35:18,850 –> 00:35:21,760
I’d like you to meet Trey. He’s working in the

559
00:35:21,760 –> 00:35:24,890
front office and they’re using Genesys Cloud CX for their front

560
00:35:24,890 –> 00:35:27,530
office here and how are they’re going to interact with customers. But as

561
00:35:27,530 –> 00:35:31,750
I mentioned, G Bank uses Zoom Phone as their enterprise

562
00:35:31,750 –> 00:35:36,670
cloud communications system. That front office, that back office, it’s

563
00:35:36,670 –> 00:35:39,050
about how we bring them together. We’re going to explore

564
00:35:39,570 –> 00:35:44,570
that story here. Okay. First of all, this is the

565
00:35:44,719 –> 00:35:49,710
Genesys Cloud CX desktop and Trey is one of our customer

566
00:35:49,770 –> 00:35:54,690
service representatives. He’s logging into the G Bank queue. You can

567
00:35:54,690 –> 00:35:56,489
see he’s going to go on queue there and he

568
00:35:56,489 –> 00:35:59,180
clicks on queue and he can start receiving incoming calls

569
00:35:59,180 –> 00:36:04,170
from customers. As you’d be very surprised, he has a call

570
00:36:04,170 –> 00:36:08,830
that comes in and Lindsay, who’s a customer of G

571
00:36:08,830 –> 00:36:13,670
Bank, she rings up. She’s wanting more information about a

572
00:36:13,670 –> 00:36:15,420
mortgage on a new vacation home. Trey answers that call.

573
00:36:17,510 –> 00:36:29,150
Okay. Trey is now talking to Lindsay and he’s learning

574
00:36:29,150 –> 00:36:34,010
more about what Lindsay wants and actually doesn’t have all

575
00:36:34,010 –> 00:36:38,070
the answers to Lindsay’s questions. He needs to find someone

576
00:36:38,070 –> 00:36:42,850
in the mortgage department to help Lindsay. Again, he needs

577
00:36:42,980 –> 00:36:45,320
a subject matter expert in the back office, in the

578
00:36:45,320 –> 00:36:49,370
enterprise, to help solve that customer request then and there,

579
00:36:49,370 –> 00:36:54,570
that moment of truth. He asked Lindsay to hold while

580
00:36:54,560 –> 00:36:58,219
he goes to find someone that can help with all

581
00:36:58,219 –> 00:37:05,410
the answers. What Trey does, you can see here, he

582
00:37:05,730 –> 00:37:09,370
looks to do a transfer and he types in’mortgage department,’

583
00:37:09,430 –> 00:37:11,930
which you can see on the screen here. You can

584
00:37:11,930 –> 00:37:16,040
see now by him typing in’mortgage department,’ he’s brought up

585
00:37:16,080 –> 00:37:19,270
who’s available in the mortgage department. We have Chris here

586
00:37:19,270 –> 00:37:22,770
and you can see the little Zoom Phone icon there.

587
00:37:23,980 –> 00:37:27,219
Chris is a Zoom Phone user. This is a real

588
00:37:27,219 –> 00:37:31,620
time presence. Chris is in the mortgage department through that

589
00:37:31,620 –> 00:37:39,700
unified directory we were talking about and importantly, it’s green

590
00:37:39,840 –> 00:37:44,219
with our presence showing Chris is available, even though he’s

591
00:37:44,219 –> 00:37:50,510
on Zoom Phone. What Chris does is keeps the call

592
00:37:50,510 –> 00:37:57,480
going and places a call to Chris, through his agent

593
00:37:57,480 –> 00:38:01,930
desktop, through Genesys Cloud CX. Chris, who’s on Zoom Phone, through

594
00:38:01,930 –> 00:38:08,950
that unified experience, Chris’s phone, Zoom Phone desktop starts ringing.

595
00:38:09,150 –> 00:38:12,860
He can see it’s actually from the contact center within

596
00:38:12,860 –> 00:38:18,000
G Bank. He gets that call, knows it’s from the

597
00:38:18,000 –> 00:38:22,840
contact center, and starts to speak to Chris about the

598
00:38:23,300 –> 00:38:28,210
query. He mentions that he’s got Lindsay on the line,

599
00:38:28,210 –> 00:38:31,600
who’s got some questions about this mortgage. What he’s going

600
00:38:31,600 –> 00:38:37,670
to do is, he basically… Whoops, sorry. Too many steps.

601
00:38:37,670 –> 00:38:40,590
He basically says, ” Chris, can you take the call with

602
00:38:40,590 –> 00:38:44,430
Lindsay?” Chris is very happy to speak to Lindsay and

603
00:38:44,430 –> 00:38:48,190
help her with her mortgage questions. He transfers the call

604
00:38:48,980 –> 00:38:52,670
over to Chris and gets on with helping other customers.

605
00:38:54,989 –> 00:38:57,820
The outcome here was that Trey didn’t have to worry

606
00:38:57,820 –> 00:39:02,520
about using another interface, one desktop application, and more importantly,

607
00:39:02,520 –> 00:39:09,160
could collaborate and provide that, what we call ‘warm transfer,’

608
00:39:09,440 –> 00:39:12,180
where he could actually speak to Chris, make sure he’s

609
00:39:12,180 –> 00:39:15,810
available, make sure more importantly that he’s able to help

610
00:39:15,810 –> 00:39:18,420
Lindsay then and there and then connect her to, and

611
00:39:18,420 –> 00:39:20,739
then drop off the call. That’s providing that end-to- end

612
00:39:20,739 –> 00:39:24,270
experience between that front office and that back office, collaborating

613
00:39:24,270 –> 00:39:27,620
together without having to worry about what application I’m using

614
00:39:27,620 –> 00:39:35,170
as a native experience. Let’s go to the second demo

615
00:39:35,170 –> 00:39:39,230
here. This time we’ve got I guess, G Bank is

616
00:39:39,710 –> 00:39:44,040
the example customer again. This time, they’re using Genesys Cloud CX

617
00:39:44,660 –> 00:39:49,620
and they use Zoom Meetings for collaboration. We’ll take a

618
00:39:49,620 –> 00:39:54,780
slightly different way of this story. Okay. We’ve got Trey

619
00:39:54,780 –> 00:39:59,830
again. Now, Trey has his Zoom Meetings fully integrated into

620
00:39:59,830 –> 00:40:01,900
the Genesys Cloud CX desktop. So, you can see he’s got

621
00:40:02,150 –> 00:40:08,440
a Zoom meetings platform net. So, he’s already fully authenticated

622
00:40:08,500 –> 00:40:12,190
and secure into his Genesys Cloud CX desktop. So he doesn’t

623
00:40:12,190 –> 00:40:15,260
have to think about where the best starting up Zoom

624
00:40:15,260 –> 00:40:19,480
meeting separately. It’s already contained within his environment as that

625
00:40:19,480 –> 00:40:23,390
single experience, that unified single experience. So again, in this

626
00:40:23,390 –> 00:40:26,830
situation, he goes back on queue ready to take calls

627
00:40:27,410 –> 00:40:32,460
and yes, we’ve got Lindsey calling again, similar story. But

628
00:40:32,460 –> 00:40:36,780
in this case, Lindsey is looking for information say on

629
00:40:36,989 –> 00:40:42,690
Gbank’s website about a mortgage. So, specific information in this

630
00:40:42,690 –> 00:40:45,780
case. So, what Trey does says, ” Yeah, look, let me

631
00:40:46,030 –> 00:40:51,070
help you here.” And so Trey puts Lindsey on hold

632
00:40:51,300 –> 00:40:53,910
and he’s going to go in again, talk to someone

633
00:40:54,030 –> 00:40:56,640
in the back office that subject matter expert. Yes, you’re

634
00:40:56,640 –> 00:40:58,400
probably right. It’s going to be Chris again. But what

635
00:41:00,550 –> 00:41:03,270
he does this time, because in this situation, they’re not

636
00:41:03,270 –> 00:41:07,610
running the Zoom Phone, but he can see through the

637
00:41:07,610 –> 00:41:11,170
directory here that Chris is available in this case, but

638
00:41:11,170 –> 00:41:14,760
more importantly, he’s available and online and what he wants

639
00:41:14,760 –> 00:41:19,300
to do. He actually starts a chat session with Chris

640
00:41:19,489 –> 00:41:23,750
through Genesys Cloud CX. And through that chat session, he kind

641
00:41:23,750 –> 00:41:25,980
of, if we just click here, ” Chris, are you available

642
00:41:25,980 –> 00:41:29,719
to have a quick chat? I need some help short

643
00:41:29,719 –> 00:41:33,570
let’s jump on a zoom.” So all Trey has to

644
00:41:33,570 –> 00:41:36,680
do from his desktop is click Zoom Meetings. Let’s start

645
00:41:36,680 –> 00:41:40,290
a Zoom Meeting, what a great unified experience that is.

646
00:41:40,530 –> 00:41:45,460
So, he clicks the Zoom Meeting link there, and that

647
00:41:46,300 –> 00:41:48,870
creates a Zoom Meeting then and there in the Genesys

648
00:41:48,880 –> 00:41:55,700
Cloud desktop, like you can see here. So, Genesys Cloud CX

649
00:41:55,760 –> 00:41:59,950
and Zoom Meetings embedded in the single experience. I don’t

650
00:42:00,070 –> 00:42:04,210
have to worry about different applications, it’s one single unified

651
00:42:04,210 –> 00:42:08,239
tune. So again, Trey and Chris can focus on how

652
00:42:08,239 –> 00:42:12,780
they’re going to help this customer. So, Chris quickly explains

653
00:42:12,780 –> 00:42:19,460
where through Zooms screen sharing and shows exactly where the

654
00:42:19,460 –> 00:42:22,810
information is on the Gbank website, so he can help

655
00:42:23,120 –> 00:42:27,570
Lindsey with this query. So, Chris has been able to help,

656
00:42:27,620 –> 00:42:29,950
they’ve been able to collaborate in real time, that real-

657
00:42:29,950 –> 00:42:33,530
time resolution that we spoke about before. And with that,

658
00:42:34,320 –> 00:42:37,050
Trey goes back to Lindsey to say, ” Yeah, let me

659
00:42:37,050 –> 00:42:39,800
help you. It’s on the website.” But Lindsey says, in

660
00:42:39,800 –> 00:42:42,410
this case, ” I’m actually not in front of my computer.

661
00:42:42,630 –> 00:42:48,070
Could you send me a link through an SMS so

662
00:42:48,070 –> 00:42:50,250
I can look at it on my phone later.” So

663
00:42:50,250 –> 00:42:53,940
he says” Sure.” So, Trey sends an SMS with that

664
00:42:53,940 –> 00:42:59,440
link, that URL to Lindsey on her phone. And Lindsey’s

665
00:42:59,440 –> 00:43:02,870
got the information she needs. And again, that front office

666
00:43:02,870 –> 00:43:07,260
and that back office through communication and collaboration, not into

667
00:43:07,260 –> 00:43:10,489
worrying about the technology, but worrying about what the customer outcome

668
00:43:10,489 –> 00:43:15,040
is, helping resolve that. So that’s a little bit of

669
00:43:17,660 –> 00:43:19,830
an example, a bit of a sneak peek there on

670
00:43:19,830 –> 00:43:23,860
how Genesys Cloud CX with Zoom Phone can provide that video

671
00:43:23,860 –> 00:43:27,960
first communication and collaboration experience. So again, across the whole

672
00:43:27,960 –> 00:43:32,830
enterprise or alternatively being able to use Zoom Meetings to

673
00:43:32,830 –> 00:43:35,230
spin up and drive into the, if a customer is

674
00:43:35,230 –> 00:43:38,250
using Zoom Meetings as a key part of the collaboration,

675
00:43:38,480 –> 00:43:41,020
we can integrate with Zoom Meetings as well and provide

676
00:43:41,020 –> 00:43:46,370
that single unified experience, that’d be Randy. All right. So

677
00:43:46,370 –> 00:43:48,850
as we can tell from the slide Q& A is

678
00:43:48,850 –> 00:43:52,870
coming up next. We’ve got, we’re sure you guys have a lot of

679
00:43:52,870 –> 00:43:55,030
questions. I see the number is getting bigger under the

680
00:43:55,030 –> 00:43:58,560
Q& A tab here in Zoom. So to give you

681
00:43:58,560 –> 00:44:01,469
guys a little bit more time, if you have additional

682
00:44:01,469 –> 00:44:03,390
questions you want to write and to give us time

683
00:44:03,610 –> 00:44:05,780
to go look at the questions that are already there,

684
00:44:05,960 –> 00:44:09,270
let’s do a poll. And so if Josh can put

685
00:44:09,270 –> 00:44:13,440
the poll up. Awesome. Okay. So you guys take a

686
00:44:13,440 –> 00:44:16,489
look at the poll, give us some more feedback on

687
00:44:16,489 –> 00:44:21,200
how you’re using these different collaborations systems. And we’re going

688
00:44:21,200 –> 00:44:25,969
to go look at the Q& A. And that’s just

689
00:44:25,969 –> 00:44:29,250
as a friendly reminder to everybody as you’re throwing questions

690
00:44:29,250 –> 00:44:32,480
into the Q& A window, we have about 15- ish

691
00:44:32,480 –> 00:44:36,080
minutes left on today’s session. So don’t fret if we

692
00:44:36,080 –> 00:44:38,440
don’t make it to your question live, we will follow

693
00:44:38,440 –> 00:44:40,600
up with you via email within the next few business

694
00:44:40,600 –> 00:44:44,100
days. And as we’re about to close out the poll

695
00:44:44,100 –> 00:44:46,730
here, just go ahead and remember to use the Q&

696
00:44:46,730 –> 00:44:48,820
A window and not the chat window, just so that

697
00:44:48,820 –> 00:45:16,110
we don’t miss your questions moving forward. All right. Time

698
00:45:16,110 –> 00:45:19,910
goes so fast when you’re on this side. It’s And

699
00:45:24,290 –> 00:45:26,560
just let me know, Randy, when you want to see those results.

700
00:45:26,710 –> 00:45:30,570
Yeah. Tell me when you want to throw that. Yep.

701
00:45:30,570 –> 00:45:34,350
I’ll go ahead and throw them up now. So you

702
00:45:34,350 –> 00:45:37,420
should see them on your screen. All right. Neil is

703
00:45:37,489 –> 00:45:41,969
smiling at this point. Yeah. And you’ve got some opportunities.

704
00:45:41,969 –> 00:45:46,330
Look at those other companies that are using… It’s a big

705
00:45:46,330 –> 00:45:50,070
market. It’s a big market. It is! It’s room for

706
00:45:50,070 –> 00:45:59,540
everybody. Lots of solutions out there. Yep. All right. So,

707
00:45:59,540 –> 00:46:02,750
I got some good questions in here. I think some

708
00:46:02,750 –> 00:46:06,760
of these we have answered peripherally as we’ve been going

709
00:46:06,760 –> 00:46:08,960
through it so far, but I know the one question

710
00:46:09,360 –> 00:46:12,430
that we hear a lot is how do you get

711
00:46:12,450 –> 00:46:17,090
on board? So Jeff, basically a call us thing? Yeah,

712
00:46:17,130 –> 00:46:22,730
sure. Look, we’re going to end with the Genesys. com/

713
00:46:22,730 –> 00:46:27,650
Zoom link I know in a little while, but what

714
00:46:27,650 –> 00:46:29,440
I would be suggesting is go have a look at

715
00:46:29,440 –> 00:46:33,840
Genesys. com/ Zoom as a standpoint. And there’s a start

716
00:46:33,840 –> 00:46:37,700
zooming button right there. And you can connect with us

717
00:46:37,700 –> 00:46:41,360
and we’ll have someone speak to you real quickly. So,

718
00:46:42,239 –> 00:46:45,000
my advice is if you want to learn more, but

719
00:46:45,000 –> 00:46:48,180
also get started and you might be a Zoom customer

720
00:46:48,180 –> 00:46:53,040
and a Genesys customer already you can start and we’ll

721
00:46:53,040 –> 00:46:55,420
get you, we’ll start that conversation so you can get

722
00:46:55,420 –> 00:47:02,320
ready for next month. So Genesys.com/Zoom. Okay. So, Neil, you

723
00:47:02,320 –> 00:47:05,190
guys, if there’re Zoom customer and they’re interested in looking

724
00:47:05,190 –> 00:47:09,420
at Genesys Cloud CX, what should they do? Yeah. If you’re

725
00:47:09,420 –> 00:47:12,670
an existing customer feel free to go to Genesys/ Zoom

726
00:47:12,670 –> 00:47:14,780
and reach out to them directly. They know how to

727
00:47:14,780 –> 00:47:16,410
get in touch with us and how to set it

728
00:47:16,410 –> 00:47:20,420
up or work with your existing account executive at Zoom.

729
00:47:20,640 –> 00:47:23,440
And they’ll also bring in the appropriate people from the

730
00:47:23,440 –> 00:47:26,750
Zoom Phone team, as well as the Genesys team. So

731
00:47:26,750 –> 00:47:28,590
I think we want to eliminate as much friction as

732
00:47:28,590 –> 00:47:31,420
possible. If you’re a customer of either one of the

733
00:47:31,420 –> 00:47:34,620
platforms already today, just reach out to your current account

734
00:47:34,620 –> 00:47:37,410
executive and we’ll make sure that everything’s routed and we

735
00:47:37,410 –> 00:47:41,910
get you taken care of as fast as possible. Okay.

736
00:47:41,969 –> 00:47:45,230
So, I see a recurring question in here about using

737
00:47:46,260 –> 00:47:51,520
Zoom to support between agents and customers. And I know

738
00:47:51,520 –> 00:47:54,140
this is one of the things that we’ve had lots

739
00:47:54,140 –> 00:47:59,370
and lots of conversations about internally. Jeff, take it away.

740
00:47:59,640 –> 00:48:03,300
That’s a great question and a question that is a constant

741
00:48:03,670 –> 00:48:07,270
part of our conversation as you suggested. As you would

742
00:48:07,270 –> 00:48:10,350
have noticed from today’s presentation, we’ve been talking very much

743
00:48:10,350 –> 00:48:14,239
around the collaboration between the front office and the back

744
00:48:14,239 –> 00:48:19,560
office. That is very much where we want to start

745
00:48:19,560 –> 00:48:24,400
with our Genesys Cloud CX and Zoom journey. But as part

746
00:48:24,400 –> 00:48:28,110
of that journey, we definitely see some key use cases

747
00:48:28,110 –> 00:48:32,969
for the ability to use video power through Zoom with

748
00:48:33,570 –> 00:48:37,770
customers directly. This is definitely on our roadmap, but in

749
00:48:37,770 –> 00:48:42,270
this, I guess, first drop that we’re delivering next month.

750
00:48:42,550 –> 00:48:44,770
We’re really focusing on bringing that front office and that

751
00:48:44,770 –> 00:48:48,500
back office together. Same time, we also want to get

752
00:48:48,500 –> 00:48:52,830
feedback from customers who are utilizing that new experience that

753
00:48:52,830 –> 00:48:56,250
we’re delivering together and get some real world feedback. Because

754
00:48:56,620 –> 00:48:59,469
the same time we’ve also had a lot of feedback where

755
00:49:00,100 –> 00:49:05,450
providing video in a contact center sphere has historically been

756
00:49:05,450 –> 00:49:09,530
perceived with different thoughts and considerations because it is a

757
00:49:09,530 –> 00:49:13,040
visual experience. I think also the last few months, we’ve

758
00:49:13,040 –> 00:49:16,560
all learned that the video experience is such an important

759
00:49:16,560 –> 00:49:19,450
experience and at the same time, we’ve all learned how

760
00:49:19,450 –> 00:49:22,400
to drive video experiences. I can see this changing really

761
00:49:22,400 –> 00:49:27,230
rapidly in the market that providing customer video experiences into

762
00:49:27,230 –> 00:49:29,170
the contact center it’s going to become a very key

763
00:49:29,170 –> 00:49:34,110
way of interacting and engaging and helping customers. The answer

764
00:49:34,480 –> 00:49:39,860
is not today, but in the near future. I think

765
00:49:39,860 –> 00:49:42,560
this is interesting. I mean, from a cloud culture, you

766
00:49:42,560 –> 00:49:46,700
want to get there with something that’s useful as quickly as

767
00:49:46,700 –> 00:49:50,830
you can and then build from that. That’s part of

768
00:49:50,830 –> 00:49:55,430
our approach with Genesys Cloud CX. This is fantastically useful, what

769
00:49:55,430 –> 00:50:00,150
we’re going to be offering now. But we got room

770
00:50:00,150 –> 00:50:05,930
to grow. Oh, this is a first grade step, but

771
00:50:05,930 –> 00:50:10,110
we’ve got a very exciting roadmap that we’re looking to develop but

772
00:50:10,200 –> 00:50:12,330
we want to make sure it’s delivering the right outcomes

773
00:50:12,330 –> 00:50:22,210
for our customers. Neil, you want to throw in on that? I think just

774
00:50:22,210 –> 00:50:26,830
removing that friction is key to what we’re doing. I

775
00:50:26,830 –> 00:50:28,840
didn’t really have anything more to add. I thought Jeff

776
00:50:28,900 –> 00:50:36,140
covered it brilliantly. Okay. One of the things that we hear

777
00:50:36,140 –> 00:50:40,700
as a recurring question on the customer experience side, it’s

778
00:50:41,430 –> 00:50:49,320
a lot of focus on efficiency and how long it

779
00:50:49,320 –> 00:50:53,060
takes to resolve issues. Do you think we’re going to

780
00:50:53,060 –> 00:50:58,050
be seeing any time- savings or improved resolution rate through

781
00:50:58,070 –> 00:51:06,719
using these two fantastic cloud solutions together? Randy, I think

782
00:51:06,719 –> 00:51:10,770
that’s been a key theme of today actually is you

783
00:51:10,770 –> 00:51:18,260
remove friction, you empower employees across the whole organization. And

784
00:51:18,260 –> 00:51:21,969
you let people focus on, I guess, the outcomes they’re

785
00:51:21,969 –> 00:51:25,760
trying to deliver. That creates efficiencies in its own right.

786
00:51:26,040 –> 00:51:30,969
The ability to have that presence, that unified directory and

787
00:51:30,969 –> 00:51:33,690
the ability to be able to transfer calls back and

788
00:51:33,690 –> 00:51:38,580
forth, seamlessly between Zoom Phone and Genesys Cloud CX without having

789
00:51:38,580 –> 00:51:40,710
to worry about what number I have to dial or

790
00:51:40,710 –> 00:51:44,320
what extension its on. It’s all being able to search

791
00:51:44,380 –> 00:51:49,430
point and click type experiences, natively in that desktop that

792
00:51:49,430 –> 00:52:00,060
has inherent efficiencies. So the answer is, yes. Great. I

793
00:52:00,060 –> 00:52:02,730
do see a question here. This is the last question

794
00:52:02,730 –> 00:52:06,239
and then we need to move on to winding this up

795
00:52:06,239 –> 00:52:11,170
is, what are customers doing for archiving and playback of

796
00:52:11,170 –> 00:52:15,100
the video- based interactions? Neil. How’s that going? I mean

797
00:52:15,700 –> 00:52:18,280
other than the- Can you repeat that? You broke up,

798
00:52:18,280 –> 00:52:24,650
just for a second. Sorry. Randy, could you repeat the

799
00:52:24,650 –> 00:52:29,739
question? Oh, yeah. Sorry. I was talking and not listening.

800
00:52:32,010 –> 00:52:35,510
How does the solution work with recording? I mean, those

801
00:52:35,590 –> 00:52:37,380
of us that are our Zoom users we know that

802
00:52:38,010 –> 00:52:39,880
seems to be one of those things in the settings

803
00:52:39,880 –> 00:52:42,890
that you can turn on and off for everything. How’s

804
00:52:42,890 –> 00:52:47,190
that going? If you are elevating into a Zoom Meeting,

805
00:52:47,560 –> 00:52:52,380
we support recording on Zoom Phone as well. There’s a

806
00:52:52,380 –> 00:52:55,640
couple of different options, we support on- demand recording. It’s

807
00:52:55,640 –> 00:52:58,060
up to the agent or the user to initiate that

808
00:52:58,060 –> 00:53:02,180
recording in a meeting or on the phone call. We

809
00:53:02,180 –> 00:53:05,610
also support full- time automatic recording. Then you also have

810
00:53:05,610 –> 00:53:08,960
a choice as to where those recordings are stored. If

811
00:53:08,960 –> 00:53:12,300
it’s more ad hoc, less formal, you can have on-

812
00:53:12,300 –> 00:53:14,540
demand call recording and have it stored locally on the

813
00:53:14,540 –> 00:53:18,320
users PC or they can opt to have it stored

814
00:53:18,450 –> 00:53:23,270
in Zoom’s Cloud. Then once it’s been stored, then you

815
00:53:23,270 –> 00:53:26,550
have the ability to export it, archive it, set data

816
00:53:26,550 –> 00:53:30,190
retention policies around it. Then we also have the ability

817
00:53:30,190 –> 00:53:33,950
to transcribe every recording. If you don’t want to go

818
00:53:33,950 –> 00:53:36,380
back and listen to a Zoom Phone call recording or

819
00:53:36,380 –> 00:53:40,180
a Zoom Meeting recording, we provide automatic transcription services for

820
00:53:40,180 –> 00:53:43,610
free, it’s part of the plan. I want some of

821
00:53:43,610 –> 00:53:48,469
that. I’m going to start using that. All right. We

822
00:53:48,469 –> 00:53:54,469
getting close to the end here. Everybody in our market

823
00:53:54,469 –> 00:53:58,350
is obsessed with digital and AI right now, for customer

824
00:53:58,350 –> 00:54:01,989
experience and it’s a worthwhile conversation. But we all have

825
00:54:01,989 –> 00:54:06,810
seen during the disruption that we’ve been going through this

826
00:54:06,810 –> 00:54:11,969
year, that every day, how voice is still important. Especially

827
00:54:12,280 –> 00:54:14,710
when you can escalate that to video and you can

828
00:54:14,710 –> 00:54:19,890
add screen- share and these other collaboration channels easily. It’s

829
00:54:19,890 –> 00:54:23,930
the most reliable way to deal with complex issues. This

830
00:54:23,930 –> 00:54:27,630
year it’s pushed a lot of limits. Voice is changing

831
00:54:27,880 –> 00:54:33,790
and it’s changing probably forever. Voice with video and collaboration,

832
00:54:34,080 –> 00:54:39,239
to share views, is now becoming the standard. Zoom shows

833
00:54:39,239 –> 00:54:43,469
that the power of flexibility and video collaboration is clear.

834
00:54:43,580 –> 00:54:47,750
As two cloud companies, we are embracing the potential that

835
00:54:47,760 –> 00:54:52,210
API integration will let us create. Genesys is pleased to

836
00:54:52,210 –> 00:54:57,020
start now. We’re bringing customers the flexibility of Zoom Phone

837
00:54:57,020 –> 00:55:01,330
today and yes, that’s July. But as we showed, it’s

838
00:55:01,330 –> 00:55:04,610
already being used by some customers and if you start

839
00:55:04,610 –> 00:55:07,380
poking around, you’ll start seeing signs of it popping up

840
00:55:07,380 –> 00:55:13,800
all over the place. We’re bringing customers onboard, we want

841
00:55:13,800 –> 00:55:17,330
to share this flexibility with you. We’re excited about what’s

842
00:55:17,330 –> 00:55:22,469
going to come next and Neil bring it home. All

843
00:55:22,469 –> 00:55:25,440
right. Well, I just wanted to thank everybody for joining

844
00:55:25,440 –> 00:55:30,600
today’s webinar. Zoom is all about connecting people, just like

845
00:55:30,610 –> 00:55:33,430
Genesys is and we want to eliminate as much friction

846
00:55:33,430 –> 00:55:37,330
as possible in between all of those interactions. Working closely

847
00:55:37,330 –> 00:55:40,270
with Genesys, I think we’re bringing the market, this summer,

848
00:55:40,270 –> 00:55:43,590
a best of breed solution to accommodate all of those

849
00:55:43,590 –> 00:55:47,340
interactions. I just want to thank Randy, thank Jeff, and

850
00:55:47,340 –> 00:55:49,410
the rest of the Genesys team for allowing us to

851
00:55:49,590 –> 00:55:53,930
be here today. All right. Thank you. Thank you both.

852
00:55:55,710 –> 00:56:00,390
Here’s that URL. You guys have a great day. Josh,

853
00:56:01,870 –> 00:56:06,310
wind it up. Will do. Thanks everybody for attending today’s

854
00:56:06,320 –> 00:56:09,330
webcast. As I mentioned before, if you missed anything throughout

855
00:56:09,330 –> 00:56:13,290
today’s presentation, you accidentally joined late, that’s okay. Stay tuned,

856
00:56:13,290 –> 00:56:15,610
within the next few business days, you will receive a

857
00:56:15,610 –> 00:56:17,770
link to the on- demand recording to view at your

858
00:56:17,770 –> 00:56:21,469
convenience. As everybody’s already mentioned, and as you can see

859
00:56:21,469 –> 00:56:24,040
on your screen, make sure you check out genesis. com/

860
00:56:24,040 –> 00:56:28,080
zoom for additional information. As always until next time, have

861
00:56:28,080 –> 00:56:28,820
a good one, everyone.

Meet the Speakers

Neil levonius webinar image

Niel Levonius
Product Marketing Lead
Zoom

Randy 150.jpg

Randy Carter
Senior Director, Product Marketing
Genesys

Jeff wise

Jeff Wise
Vice President, Strategic Alliances
Genesys

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