Demo Webinar

Integrate Microsoft Teams with Genesys Cloud CX

Simplify communication and collaboration for great customer experiences

With more employees working from home, businesses must adapt. Keeping employees connected and engaged is a challenge. This has led to an uptick in collaboration tools like Microsoft Teams.

The Genesys Cloud CXTM integration with Microsoft Teams lets employees collaborate and empowers them to deliver great customer experiences — from anywhere.

In this on-demand demo, you’ll learn how a single collaboration interface can:

  • Boost agent productivity
  • Improve first-contact resolution
  • Drive personalized experiences
  • Build customer loyalty

We’ll also highlight the native integration between Genesys Cloud CX and Microsoft Teams. And, for a limited time, you can get free integration of Microsoft Teams and the Genesys Cloud CX platform. Learn more.

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Good morning, evening, and afternoon, everyone. My name is Josh

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Reed from the Digital Events team here at Genesys. And

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let me start by saying welcome, and thank you all

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for joining today’s webcast, Integrate Microsoft Teams with Genesys Cloud CX.

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As we always do, I’m going to take a few

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minutes here in the beginning to review a couple of

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housekeeping items, just to make sure that you have the

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best experience viewing today’s presentation. So first off, if you

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

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try refreshing your browser and making sure that it is

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indeed up to date to support HTML five. It might

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also help to switch over to something like Chrome or

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Firefox as well, as these are the best browsers that

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support the webcast platform. Also, throughout the presentation, if you’re

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having trouble seeing any of the content on the slides

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or the videos, you can enlarge your screen by dragging

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any of the corners of those windows. Also note that

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this is designed to be an interactive experience between you

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and our presenters today. So at any time during the

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webcast, you can submit questions into the Q and A

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window below the video screen, and we’ll answer as many

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as we can at the end of the presentation during

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our live Q and A. However, as sometimes it often

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does, if time gets away from us and we don’t

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answer your question aloud during that live Q and A,

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we’ll just follow up with you within a few days

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via email. And also note this is indeed being recorded,

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so if you miss anything throughout today’s live session, you

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will receive a link to the on demand recording via

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email from On 24 within the next few days, so

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just be on the lookout for that. Also, anytime during

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today’s webcast, feel free to check out the resource box

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below the video screen next to the Q and A window.

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Clicking through won’t take you away. It’ll just open up

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in a new tab in your browser, but these resources

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expand on today’s topic of the integration between Microsoft Teams

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and Genesys Cloud CX. And lastly, we welcome and appreciate your

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feedback. We tailor all of these presentations to exactly what

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you the attendees want to learn more about, so feel

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free to check out the survey icon below, or it’ll

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show up automatically at the end, but we’d love to

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collect that feedback so that we can make sure that

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these presentations in the future are exactly what you want

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to learn more. And like I said, short and sweet.

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So today we have three excellent presenters excited to discuss

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the Genesys Cloud CX integration with Microsoft Teams, and how it

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allows and empowers employees to collaborate and deliver great customer

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experiences from anywhere. So from Microsoft 365 Ecosystems, we have

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the director here, Mike Ammerlaan. We also have from Genesys,

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Chris Conley, the vice president of the Genesys products marketing,

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as well as Trey Buck, the senior product manager of

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Genesys Cloud CX. So without further adieu, I’m actually going to

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hand things off to our first presenter today. We have

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Chris Conley. Chris, why don’t you take it away, buddy?

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Wonderful. Thanks, Josh, and welcome to the speakers here as well.

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But as Josh said, we want this to be interactive.

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So I’ve got a couple of questions upfront that we’re

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going to ask you. And the reason we’re going to

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ask these questions, and we want to make sure that we’re talking at

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the right level for you, the audience. So my first

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question here is what represents, or best represents your plans

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regarding Genesys Cloud CX. Are you considering it? Are you actively

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researching? Or maybe you’re testing it. You’ve already implemented it, and you just want

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to know how to improve upon it and get with

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Microsoft Teams. Or you’re just not considering it yet. All

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of them are valid options. I would love to know

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your answer so that we can really talk about Genesys

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Cloud, more or less just depending on where you are.

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Going to leave that poll open for a few more

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seconds, and then I’m going to take it back and

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show you what that is. Okay. Well, here we go.

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We’re considering, not yet considering, or already implemented, so we’ve got

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a nice balance. Glad to see a lot of customers

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that are already using Genesys Cloud CX, and this is going

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to be some exciting stuff for you. I’ve got the same

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question, but for Microsoft Teams. Is this something that you’re using

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today? Or are you considering it? Maybe you’re using a

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different tool. Are you actively researching what’s best fit for

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your business? Have you already implemented? And I’m talking out

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the wazoo, or is it just not in your consideration

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list right now? So let me give that a few

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more seconds, and you can hit the buttons on screen.

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Five, four, three, two, one. Already implementing, look at that.

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That is pretty clear you are already using Microsoft teams,

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which is pretty… That’s great. So that’s really good news

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for Mike, who’s going to be able to set the pace.

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So let me tell you a little bit about Genesys,

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considering there’s maybe a few folks out there that maybe

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don’t know what we do. And really, when I talk about

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Genesys, it’s really from startups to large enterprises. Organizations around

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the world have been using Genesys to connect their employees, their

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customers, their prospects together. We’ve got a pretty innovative vision

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and we’ve got the proven ability to deliver results, and

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that’s held in not just in our great customers, but

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also the analysts. We’ve been around for a little while

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as well, so this year marks our 30th year in sys leadership, and

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that’s really important because we’ve seen it all, and we’ve

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created new experiences, with you as customers. Our 5, 000 staff globally

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are really helping customers like you build something great. And

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that’s what we love about Genesys. But it’s not just

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Genesys, where we don’t just do this alone, we do this

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with great customers and great partners, and one of those

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partners is Microsoft. And Microsoft is a long term partner

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for Genesys. We also count Microsoft as a fantastic customer.

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They use Genesys technology to deliver their mission critical customer

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experiences, so if you’re talking to a Microsoft rep, chances

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are you’re using Genesys technology under the hood. And along

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with some of the great brands around the world that

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we all share in this big blue marble that we

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have, no matter what size you are or complexity or

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trajectory, Genesys has the right solution that can fit your

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needs. Whether it’s highly sophisticated customer service, or something that

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is really impressive and different, we would love to work

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with you on those things. No matter if it’s on

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premise or in the cloud, there is something here for

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you. Now if I talk about Microsoft a little bit,

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we’ve got a very long- running relationship with Microsoft. This

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partnership has extended through many integrations over the years, and

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a lot more yet to come, and really beyond simple

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stream pop, we’ve had an integration stretching back all the

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way to Microsoft Communicator. And some of that Microsoft technology

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has evolved over the years, and we’ve really kept pace

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with it to deliver new use cases as we go.

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There is a lot more to come, so please stop

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by regularly at Genesys. com. You’re going to see a

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ton more integrations in the Microsoft ecosystem that have already been

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delivered or are coming shortly. And with that, I’d like

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to introduce Mike. He’s going to tell you a little

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bit about a problem space, why this is important, what

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we’re doing with Teams, and how this is going to connect all

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together. Yeah, so great to see so many of you

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using Microsoft Teams. Thanks, Chris, for the introduction. Yeah, for

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those of you who are familiar, Microsoft Teams is kind

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of the latest generation of communication tools that are a

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part of Microsoft 365. Starting from a lineage of Microsoft

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Communicator, probably about 13, 14 years ago. Microsoft Teams is

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the latest iteration and really it’s kind of designed to

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be this one stop shop, this tool that integrates all

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different communication modalities into one place, coupled with a number

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of different apps and integrations to make those experiences better.

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I think the hallmark of Microsoft Teams is really the

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ability for teams to come together in groups called teams,

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and that they can have this ability to collaborate, communicate,

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to put all their text messages in this open space

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where if you’re a new member joining a team you

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can come in, you can see all the communications and

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things that have happened as part of that overall communication

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experience like you’re having. Of course, another major capability is

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meetings, supporting audio visual meetings, the ability for people to

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get together, even supporting things like live events and the

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like. I think the other real hallmark of Microsoft Teams

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is that we’re trying to simplify work by bringing in

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applications like Excel, but then also other applications like whether

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it’s Trello or other things that you can bring into

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your team’s workspaces so that you have everything at your

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fingertips, all that knowledge and all those sets of tools,

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all in one place, available for your teams to go

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access and pull together. So really built on this philosophy

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that communication works best when things get integrated and pulled

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together, which is definitely a corresponding philosophy that we have

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with the Genesys folks as well. Now Microsoft Teams, having

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been introduced about four or five years ago, has established

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itself as really the fastest growing app in Microsoft productivity

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app history, seen a lot of users coming into the

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platform. Now we just recently reported that we’ve got over

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115 million daily active users, so these are 115 million

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folks coming in, maybe getting a meeting, doing some one

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on one chat, going into their teams groups, coming together

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and really collaborating inside of one space. Of course, we’ve

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also seen the set of meetings that folks are having

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also grow quite considerably, over 200 million meeting participants in

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just one day, contributing about 5 million meeting minutes. So

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there’s a lot of conversations that are going on inside

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of Microsoft Teams, whether it’s in that meeting, or whether

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it’s something that maybe you’re having through a one- on-

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one chat or through a group chat and the like.

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So that’s really seen some things that are happening with

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Microsoft Teams. Now of course, this isn’t happening inside of

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a vacuum. Due to the pandemic and due to the

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remote work, we are seeing more and more employees coming

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together, connecting from diverse environments, connecting from home. Due to

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a study from Buffer. com, for example, we find that

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about 80% of your knowledge workers are probably connecting from

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their home offices and those kinds of things. Of course,

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this is because they shift back and going to change

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but doesn’t really change the reality of how we should

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think about productivity. We’re finding all kinds of things that

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we’re going to talk about, about how people are connecting,

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whether you’re a support agent, whether you’re a knowledge worker,

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whether you’re an engineer on a team, in terms of

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how that actually impacts how teams come together and how

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they go communicate. So we’ve been doing a lot of

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research and doing a lot of things that we’ve been

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able to connect together from what we see amongst our

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user base inside of Microsoft Teams. I guess the first

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thing that we’re going to find is that actually, people

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are spending more time focused and centered on work for

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better for worse in some regards. The average amount of

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time that people spend connected to their devices has increased

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by an hour. So maybe they’re getting an earlier start

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by looking at their phone, or looking at their laptop,

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or maybe they’re getting a later start, at the end

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of the day checking up and finishing up on their

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work. Of course you can probably imagine why this might

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be the case. More people have diverse situations for… Maybe

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they’ve got kids at home that they’re also working with,

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or maybe they’re taking advantage of increased flexibility or all

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kinds of different reasons, but what we’re seeing is that

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the sense of the work day is actually expanding. I

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think the other big thing is we see more work

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happening on the weekends, more people connecting into their work

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and those kinds of things as well, which again is

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another one of those trends that maybe nobody really enjoys

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or likes or those kinds of things. But it’s people

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seeking out more different times to contribute, to go put

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in some different types of work into the system, maybe

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doing it on a weekend if maybe they’re not working

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as much during the work week. And so for all

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these reasons, the real fundamental nature of how work is

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happening is significantly changing. And of course, the other thing

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that I think we’re going to experience is that we’ve

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seen that 82% of managers will have more flexible work

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policies after the pandemic. So even once everyone gets back

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to their offices of course that’ll be a great thing.

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It’ll be great to see colleagues again in person, to

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have those in person meetings. That’ll be fantastic. But there’s

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a real flexibility that comes from being able to work

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from more locations, if you have offices in different locales

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and those kinds of things, to really help people take

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advantage of that. So we expect that some facet of

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this need to have flexible ways to connect with people,

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flexible times, all those kinds of things, those facets are

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really here to stay. So the problem that’s really before

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us, whether it’s Genesys, whether it’s Microsoft, is how do

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we help people make the most of the time that

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they actually contribute and that they actually communicate and work

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inside of meetings, inside of their communication tools, whether they’re

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taking support calls and the like, how do we help

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them be more productive for the moments that they’re actually

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able to spend connecting with one another? We’re also finding

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quite a bit about the nature of meetings itself. Yes,

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we have so many people inside of meetings, yes, there’s

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been a lot of great growth in some regards, more

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people taking advantage of Teams’ functionality to remotely connect, but

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we actually do find that a lot of people actually

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feel more fatigued from a day full of an hour

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full of meetings. So if you’ve got eight hours in

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the day of video meetings, as at least some of

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us have, I know I have, that can actually feel

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more fatiguing than maybe just eight hours of in- person

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meetings and the like. So I think it’s incumbent upon

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all of us to really think about the different types

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of facets that really come together to help people be

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productive. And one of them is okay, encourage people to

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take breaks, encourage people to maybe sit in for two

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hours of meetings, take a break, have some focus time,

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maybe more of an ability to get work done. I

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think the other side of this is that people still

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feel like a bit of a missing connection to their

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colleagues and the like, that they’re maybe not getting as

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much face time as they might have had ordinarily. It’s

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not necessarily as possible to go pop down the hallway

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and maybe ask your colleague a question. So for all

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these different types of reasons we’re really fundamentally trying to

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shape the experience so that we help people feel more

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connected, and help people feel less fatigued as they go

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about their work. Now one of the ways we’ve done

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this is by improving the in product features of Microsoft

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Teams, so we have this capability called together mode, which

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is in Microsoft Teams. What they really facilitates is helping

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people feel less like there’s a wall of faces that

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are staring at you, maybe so to speak. By having

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the together mode where it emulates a physical in person

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room, we actually studied users and found that just this

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simple technique actually reduced the overall load that people were

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seeing inside of their meetings, the overall stress that they

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had. So simple things like that can go a long

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way. No substitute for some of the cultural policies of

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encouraging people to maybe not take so long and have

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back to back to back meetings, but all these kinds

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of tools together kind of just really demonstrate the need

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for focus on people’s productivity and focus on the different

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scenarios where people are coming together. Now the other way

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to help people stay focused is to deliver this concept

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of integration, and integrated work spaces. As I mentioned, this

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is something that is a hallmark of Microsoft Teams. It was

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really built with this idea that people become more productive

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when you have all the tools all available in the

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right spaces. Whether this is a bit of key information,

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maybe a profile of a particular person that you might

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not know inside of your company, but you want to

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know a little bit more about what kind of role

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they have, what kind of organization that they’re in. Just

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those little facets of getting those details into one place

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can improve overall net productivity. So as you can see,

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Microsoft Teams was really designed with this philosophy to make

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it possible to bring in third- party tools, to bring

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in maybe an application and those kinds of things, maybe

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to empower people to go build their own application through

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an application we have called Power Apps. But there’s just

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this underlying philosophy that the more applications get connected and

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the more that they’re integrated together, the more productive everyone

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will be. This is something I think Genesys also has

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looking to incorporate into their product philosophy as well, as

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you’ll see in just a little bit. Now, the benefits

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of integration are very real. We think that people can

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save time and money, that if you integrate these applications

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together, if Genesys for example pulls in more information in

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to its product to help people make decisions more quickly,

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you can save people about two weeks a year, somewhere

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between 65 to 108 work week hours, just by connecting

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these tools together. This is really, maybe to use an

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analogy like football, they sometimes say football’s a game of

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inches, productivity a lot of times is really a game

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of minutes. By saving people five minutes here and there

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as they work to go connect their applications together, that

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can really add up to that significant 65 to 108

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hours of time that they can save in a particular

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year. So by integrating the right tools in the right

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places, by sparing people the need to go switch into

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a different application, and go sign in, and go find

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their contacts, you can actually save people and make them

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more productive. I think the other benefit that you get

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from integration is this idea that people can stay focused.

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Every time you have to switch between applications, every time

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you have to go pop out to something different, you

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lose your focus. And I think as we all know,

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and maybe understand personally, sometimes retaining that focus of you’re

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in that Word document creating something, you’re working on a

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customer, you’re working on a support case. If you can

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avoid people having to switch between applications and take away

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their focus, you can actually make people more productive all

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up in general. For me personally, I would also say

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that that would also lead to happier employees too, in

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the sense that they’re able to really focus on the

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situation and get things done, by virtue of bringing everything

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into one space. And so 90% of employees, they experience

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productivity gains, they experience the benefits of being able to

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not have to spend so much time hunting for information

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or connecting applications together themselves. It could also reduce overall

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time spent in support, this is internal support. If they

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can actually find all the answers at their fingertips, that

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reduces the overall need internally to reach out, ask for

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more help, ask for more support tickets and the like

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and those kinds of things. So the benefits of integration,

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they’re at times maybe a little subtle. You’re saving people

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five to ten to fifteen to twenty minutes at a

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time, but it can really add up to a real

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benefit and a real increase in overall productivity. So like

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I said, I know this is a philosophy that Genesys

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also has, of integrating applications together and really supporting the

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entire workflow of support and helping everyone involved in that

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process get benefit from that overall increased integration. Right, Chris?

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Totally agree, and I think you see that our philosophies

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are completely aligned, and it is that game of inches,

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so to speak, where increments will improve and you people on

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the phone, this. The measures that we had in the

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contact center do often come down to minutes and seconds,

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and that’s how you make these use cases for new

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technology, for better customer experiences. I think really summarized it

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really well, particularly with some of those high metrics. And

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really, from our perspective, what it comes down to is

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that disconnected customer experience. And that can lead to frustration

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on both sides, it leaves frustration on the agent’s side,

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it leaves frustration on the customer side, and really the

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ability for your brand to handle those highly emotive or

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complex inquiries really can be the difference between holding on

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to that customer or losing them forever. It’s also the

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difference between retaining talent in the contact center and not,

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and that has a high cost associated with it as

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well. Every time that you have an employee leave, you’ve got

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to replace them with someone that is equally as good

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that needs to be trained, and that’s an expense that

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really you just don’t need to worry. Why do they

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do that? Why do employees leave? Well, we’ve noticed through survey

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but also from feedback from our customers, that it can

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be for employees the difference between having the tools that

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do the job so they can get on with the

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business of two or three great experiences, and not. If you’ve got happy

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employees, they do tend to stay. So when I get

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to this, what is the solution that we’re talking about

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00:20:48,360 –> 00:20:52,020
here? Well, we think there is a good switch. We

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believe that we can bridge the gap between your entire

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workforce, using the tools and technology that they’re already familiar

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with, and is designed for the job at hand. So much of

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Teams is great at collaboration and some of the features

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that Mike pointed out, it is evolving every single day.

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It is where work happens for a lot of organizations.

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It’s absolutely world class, and we believe that the Genesys

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cloud is also world class too in. It’s built for

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the job, it’s built for purpose, in the contact center.

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Both of these working together is really what we’re talking

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about today, and that means for our customer, if they

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need a specialized answer because they’ve got a complex inquiry,

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or something that’s home critical, that needs decision- making from

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someone that is not in the contact center. Connecting these

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two things together can greatly improve that. It also means

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that you don’t have to call them back, you don’t

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have to do outreach, which can leave customers with a

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perception of” I don’t know when you’re getting back to

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00:21:49,150 –> 00:21:52,980
me.” Using a connected experience with Microsoft Teams and Genesys

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Cloud, you’re really empowering your agents, or your people, to

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00:21:58,220 –> 00:22:02,600
become omni channel themselves. They’re empowered to service that customer

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00:22:02,600 –> 00:22:06,070
inquiry from start to finish, no matter where that trail

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00:22:06,070 –> 00:22:08,590
may take them, and also it just connects the entire

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00:22:08,590 –> 00:22:12,770
business together. We talked a little bit about some of those soft

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metrics of improving customer experience, as well as an employee

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experience and were they retaining that, but there’s also hard measures that are

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improved as well. So, NPS, bottom line financial metrics on

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00:22:26,640 –> 00:22:29,710
being able to lower your cost of acquisition for a

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00:22:29,710 –> 00:22:33,500
customer or cost of maintaining that customer over the customer

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00:22:33,500 –> 00:22:37,870
lifetime value. These are truly impacted by delivering a better

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customer experience. First core resolution, something that we all know

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00:22:41,150 –> 00:22:44,400
really familiar in the contact center, is something that has

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a complete cost associated with it. Every time that you

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00:22:47,710 –> 00:22:50,500
get another interaction, no matter what channel that’s on, that

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00:22:52,250 –> 00:22:57,220
becomes expensive. So we feel we’ve got a solution. We really want

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00:22:57,220 –> 00:22:59,070
to show you what that is. So let me talk

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a little bit about the integration itself, and then we’re going to go

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00:23:02,750 –> 00:23:06,500
into a live demo with Trey. So what we have

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00:23:06,500 –> 00:23:08,870
here is the Genesys Cloud CX, with a bring your own

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00:23:09,380 –> 00:23:12,220
carrier approach. What that means is you can connect to

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a carrier of your choice, whether it’s one of the

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00:23:14,260 –> 00:23:18,660
major carriers around the world, or a carrier that you

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00:23:18,660 –> 00:23:22,910
want to deliver voice in through a SIP trunk. The

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only requirement, it’s got to be a certified session border

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00:23:25,160 –> 00:23:29,150
controller. Guess what? They’re listed. There’s all of those popular brands

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00:23:29,150 –> 00:23:32,090
are there, audio carriers, et cetera. And that is our

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00:23:32,090 –> 00:23:36,330
link between the Genesys Cloud CX and the Microsoft cloud. And

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00:23:36,330 –> 00:23:40,100
we have a very, very simple SIP trunk that is

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00:23:40,100 –> 00:23:45,040
there to carry the voice. We also have presence, authentication,

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00:23:45,300 –> 00:23:49,810
user information also connected in this integration too. So we

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00:23:49,810 –> 00:23:53,010
are picking up on the presence in real time, from

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00:23:53,010 –> 00:23:57,290
our soft teams, and showing that in the agent’s desktop in

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00:23:57,290 –> 00:24:00,410
Genesys Cloud CX. They don’t have to go to a different app, they

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00:24:00,420 –> 00:24:03,070
can see all in the one place, and that’s bi-

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00:24:03,070 –> 00:24:07,950
directional, which is really important, because this really opens up

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00:24:08,180 –> 00:24:12,540
the agent to not bother someone that is maybe busy

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00:24:12,540 –> 00:24:15,630
or not available, or away at lunch. You can set

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00:24:15,680 –> 00:24:19,990
that expectation with the customer. So without further adieu, let’s

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00:24:19,990 –> 00:24:22,240
go and check out the live demo, and then come

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00:24:22,240 –> 00:24:24,320
back and talk a little bit about what we saw.

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And for that, I’m going to head over to Trey, who’s

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00:24:26,980 –> 00:24:31,970
going to take us through a live demo. Thank you

445
00:24:31,970 –> 00:24:39,040
Chris. Can you confirm you can see my screen for me?

446
00:24:46,010 –> 00:24:51,530
Indeed we can. Here we go. So, as Chris mentioned,

447
00:24:51,530 –> 00:24:53,910
this is going to be a quick walkthrough of our Microsoft Teams

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00:24:53,910 –> 00:24:58,340
integration with Genesys Cloud CX. The context here is a customer

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00:24:58,340 –> 00:25:01,810
calling in requesting information on a mortgage for their second

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home. So I’m going to go ahead and dial into

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the queue. I’ll note that I have a Genesys Cloud CX

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00:25:06,490 –> 00:25:09,010
agent here, who is on queue. This is a senior

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00:25:09,010 –> 00:25:12,270
CSR for inbound. I also have a Teams user here,

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who is signed in and working solely inside of Microsoft

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00:25:17,700 –> 00:25:20,600
Teams. So I’ve got my Genesys Cloud CX agent awaiting calls

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00:25:20,600 –> 00:25:23,030
and my back office user inside of my mortgage department.

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00:25:23,570 –> 00:25:30,370
So I’ll go ahead and call in the queue. Hello.

458
00:25:30,720 –> 00:25:33,230
Thank you for calling Home Mortgage to connect with a

459
00:25:33,230 –> 00:25:41,740
representative. Please press one. Transferring to mortgage department. So the

460
00:25:41,740 –> 00:25:46,950
interaction comes in for the agent. Answer. Mute to prevent

461
00:25:46,950 –> 00:25:51,810
feedback. So the agent’s connected with the customer, the customer says

462
00:25:51,810 –> 00:25:55,630
hi, thank you for taking my call, I’m really interested

463
00:25:55,630 –> 00:25:58,850
in talking to someone about a mortgage on a vacation

464
00:25:58,850 –> 00:26:02,590
home. Agent says great, let me put you on hold

465
00:26:02,590 –> 00:26:04,310
for just a moment and I will go ahead and

466
00:26:04,310 –> 00:26:07,260
find someone who can help you. The agent looks inside

467
00:26:07,260 –> 00:26:13,630
of the Genesys Cloud CX native directory, looks inside of the

468
00:26:13,630 –> 00:26:16,010
mortgage department and sees, oh, looks like I have a

469
00:26:16,010 –> 00:26:19,950
principal underwriter in my mortgage department. So then the agent

470
00:26:19,950 –> 00:26:24,300
will go to the consult transfer menu, select the Teams

471
00:26:24,300 –> 00:26:30,240
tab, search for the person that they located, and they

472
00:26:30,240 –> 00:26:33,400
see that they’re busy. I want to go ahead and

473
00:26:33,400 –> 00:26:36,220
change the user status in Teams, just to show that

474
00:26:36,220 –> 00:26:39,340
the status is being updated in real time. So I’ll

475
00:26:39,340 –> 00:26:41,850
go ahead and search again and see that Jurgen is

476
00:26:41,850 –> 00:26:47,580
now available. I will execute the consult transfer. I got

477
00:26:50,160 –> 00:26:54,100
the screen pop, the number that comes through, I’ll answer.

478
00:26:54,100 –> 00:27:00,520
The hold music you’re hearing in the background is my

479
00:27:00,520 –> 00:27:04,010
caller on the other line. The agent Trey says thanks

480
00:27:04,010 –> 00:27:06,230
Jurgen, I’ve got a caller on the line, they’re interested

481
00:27:06,230 –> 00:27:09,110
in a mortgage but their vacation property. Jurgen says great,

482
00:27:09,110 –> 00:27:12,080
go ahead and transfer them over. I transfer the call

483
00:27:14,760 –> 00:27:17,650
and the agent drops off of the interaction and can

484
00:27:17,650 –> 00:27:21,380
do all their followup wrap up codes and transition back

485
00:27:21,380 –> 00:27:24,010
to being on queue and waiting for a subsequent call

486
00:27:24,010 –> 00:27:30,740
while Jurgen, the mortgage officer, continues the conversation with the

487
00:27:30,740 –> 00:27:43,050
customer. And that is the demo. Chris, I’ll hand it back to you. Sure.

488
00:27:44,700 –> 00:27:47,840
Don’t let that be understated. That is profound in the

489
00:27:47,840 –> 00:27:50,990
capabilities you can now deliver. If you just imagine for

490
00:27:50,990 –> 00:27:54,590
a second the use cases that you can employ by

491
00:27:54,590 –> 00:27:56,980
connecting these two things together, I think we start to

492
00:27:56,980 –> 00:27:59,970
unlock a lot of potential that really just hasn’t been

493
00:27:59,970 –> 00:28:03,980
there before. It’s also worth mentioning that both of these

494
00:28:03,980 –> 00:28:08,550
products, Microsoft Cloud, the Genesys Cloud CX are continuously updated. They’re

495
00:28:08,550 –> 00:28:12,760
continually evolving. Genesys Cloud CX has weekly releases of new capabilities

496
00:28:12,760 –> 00:28:16,730
and new features that really come together. And really what

497
00:28:16,730 –> 00:28:20,690
that means for you is both organizations are raising the

498
00:28:20,690 –> 00:28:23,880
bar, so that you can do something more, something different

499
00:28:23,880 –> 00:28:27,650
with these integrations. We’re also very curious to see what

500
00:28:27,650 –> 00:28:29,740
you do and see how you use it, so if

501
00:28:29,740 –> 00:28:33,120
you have feedback, you’ve got comments or questions, we here

502
00:28:33,120 –> 00:28:36,010
are going to try to answer them today. I do

503
00:28:36,010 –> 00:28:38,590
notice already there’s a number of questions in the queue.

504
00:28:38,590 –> 00:28:40,230
So we’re going to get to those in just a

505
00:28:40,230 –> 00:28:43,090
few moments, but if you’ve got something that is tickling

506
00:28:43,090 –> 00:28:45,040
your brain, please put it in the chat window and

507
00:28:45,040 –> 00:28:46,510
we will get to it, or try and get to

508
00:28:46,510 –> 00:28:49,090
it, as soon as we can. So what you saw

509
00:28:49,090 –> 00:28:52,990
there was a pretty simple integration between these two clouds

510
00:28:52,990 –> 00:28:56,820
connected by a SIP trunk and some data integration for

511
00:28:57,470 –> 00:29:03,530
again, that authentication for presence, et cetera. But as we

512
00:29:03,530 –> 00:29:06,820
go forward, there are lots of benefits here as well.

513
00:29:06,820 –> 00:29:10,530
So we’re improving the agent experience. They just operate within

514
00:29:10,530 –> 00:29:12,900
the same interface. I did notice a question and I’m

515
00:29:12,900 –> 00:29:16,290
going to get to it in this first statement, which

516
00:29:16,290 –> 00:29:21,520
is the question was, are there plans to integrate the

517
00:29:21,520 –> 00:29:26,030
Genesys Cloud CX experience inside Microsoft Teams? And guess what, there’s

518
00:29:26,030 –> 00:29:29,180
no reason you can’t do that today with the API

519
00:29:29,180 –> 00:29:32,530
platforms that we have with the Genesys Cloud CX embeddable user

520
00:29:32,530 –> 00:29:36,690
interface. There are a lot of amazing integrations that we’ve

521
00:29:36,690 –> 00:29:40,670
seen customers do using our platforms. No matter if that’s

522
00:29:41,290 –> 00:29:45,640
Microsoft Teams or a home grown CRM, or something else that

523
00:29:46,340 –> 00:29:49,610
fits your business the best, there is an API set

524
00:29:49,610 –> 00:29:52,460
and a really flexible framework in Genesys Cloud CX that allows you to

525
00:29:52,460 –> 00:29:55,610
do that. Again, just to reiterate, this allows for those

526
00:29:55,610 –> 00:29:59,160
more personalized interactions, so it used a mortgage example there.

527
00:29:59,580 –> 00:30:01,650
Just imagine that you were on the last day of

528
00:30:01,650 –> 00:30:06,730
closing on your house and something went wrong, and it was

529
00:30:06,730 –> 00:30:10,360
not something the agent could necessarily handle up front. Well,

530
00:30:10,530 –> 00:30:14,440
this solution with Genesys Cloud CX and Teams allows that agent

531
00:30:14,440 –> 00:30:16,820
to be a bit more empowered, to maybe reach out

532
00:30:16,820 –> 00:30:19,560
to someone that can solve that. There’s nothing worse than trying

533
00:30:19,560 –> 00:30:22,120
to buy a house and something going wrong the last day, it’s

534
00:30:22,120 –> 00:30:25,300
really stressful, one of the most stressful points in anyone’s

535
00:30:25,300 –> 00:30:29,600
life. It’s highly emotive, but again, delivering those great customer

536
00:30:29,600 –> 00:30:33,730
experiences shouldn’t be exclusive to certain brands. You can start

537
00:30:33,730 –> 00:30:39,320
to do that yourselves. Naturally, again, those first contact resolution

538
00:30:39,320 –> 00:30:42,950
is a very simple measure and one that is quite

539
00:30:42,950 –> 00:30:47,520
obvious that is a immediate benefit for enabling this type

540
00:30:47,700 –> 00:30:53,300
of integration, and some of the associated metrics, these really

541
00:30:53,300 –> 00:30:58,050
do lead into revenue targets, which is increased customer loyalty.

542
00:30:59,480 –> 00:31:02,670
Having to acquire a new customer is expensive. Treat your

543
00:31:02,670 –> 00:31:05,280
customers well. We know that for a fact that if

544
00:31:05,280 –> 00:31:08,460
you treat them well, they will spend more with you

545
00:31:08,460 –> 00:31:11,840
over the customer lifetime, and they will be a promoter,

546
00:31:11,840 –> 00:31:14,850
and that is good all round, especially for attracting new

547
00:31:14,850 –> 00:31:19,470
customers as well. And lastly, it decreases effort and operational

548
00:31:19,470 –> 00:31:22,650
costs. These don’t need to be glued together solutions with

549
00:31:22,650 –> 00:31:27,270
a 3, 5, 10 technology stack. The Genesys Cloud CX is

550
00:31:27,270 –> 00:31:30,300
an all in one platform for everything from workforce, digital,

551
00:31:30,370 –> 00:31:33,510
AI and obviously contact center. And that allows you to

552
00:31:33,510 –> 00:31:37,610
stretch your investment in one product and really deliver amazing

553
00:31:37,610 –> 00:31:42,380
experiences across the lot, including this integration with Microsoft Teams.

554
00:31:42,830 –> 00:31:45,550
Now I also want to say that the ecosystem in

555
00:31:45,550 –> 00:31:50,580
Microsoft is phenomenally large, and we spoke about one sliver

556
00:31:50,800 –> 00:31:53,060
of this integration today, but there is a lot more,

557
00:31:53,610 –> 00:31:56,140
particularly as we look at Dynamics and being able to

558
00:31:56,140 –> 00:31:58,670
tap into the rich data set that you might have

559
00:31:59,340 –> 00:32:02,710
within Dynamics. You can start to do some pretty amazing

560
00:32:02,710 –> 00:32:08,370
things. You can do screen pop, obviously with Dynamics, but

561
00:32:08,370 –> 00:32:10,900
you can also do some smart routing. You can use data

562
00:32:10,900 –> 00:32:16,580
actions in Genesys Cloud CX to dig into the entire dataset

563
00:32:16,580 –> 00:32:19,320
that you have in your CRM systems, and use that

564
00:32:19,320 –> 00:32:22,110
for smart routing. What does that mean? Well, it means

565
00:32:22,110 –> 00:32:26,130
we can start to deliver those interactions like a phone

566
00:32:26,130 –> 00:32:29,410
call to an agent with all the context so that

567
00:32:29,410 –> 00:32:31,910
that agent may even be prepped to say, the last

568
00:32:31,910 –> 00:32:37,270
interaction actually happened with someone in a different department using

569
00:32:37,270 –> 00:32:42,440
Microsoft Teams, and that is vital as well. Beyond Teams, there’s a

570
00:32:42,450 –> 00:32:45,370
lot more going on in the Genesys portfolio. Azure is

571
00:32:45,370 –> 00:32:48,110
a big part of our strategy, being able to provide

572
00:32:48,110 –> 00:32:50,200
you choice on the platform that you want to run

573
00:32:50,200 –> 00:32:54,270
on, so with the larger Genesys portfolio we’re expanding into

574
00:32:54,880 –> 00:32:58,330
those places as well. Now with that, I’m going to

575
00:32:58,430 –> 00:33:03,110
pause, take a breath, and look at some of these great questions. So Josh,

576
00:33:03,110 –> 00:33:05,370
do you want to be our master here and tell us

577
00:33:05,410 –> 00:33:11,140
what everyone is curious about. Absolutely. So to kick off our Q and

578
00:33:11,190 –> 00:33:14,430
A today, I just want to let everybody know that we have a

579
00:33:14,430 –> 00:33:16,960
huge influx of questions, so we’re going to answer as

580
00:33:16,960 –> 00:33:19,320
many as we can with the time that we have remaining

581
00:33:19,320 –> 00:33:22,550
today. However, if time gets away from us, which it

582
00:33:22,550 –> 00:33:25,110
might, we might not be able to answer your questions

583
00:33:25,110 –> 00:33:28,390
aloud. However, we will answer them via email within a

584
00:33:28,390 –> 00:33:30,740
few business days of you putting them into the Q

585
00:33:30,740 –> 00:33:33,370
and A window. So be sure to continue to throw

586
00:33:33,370 –> 00:33:34,750
all the questions that you have into that Q and

587
00:33:34,790 –> 00:33:36,140
A window and we’ll get to as many as we

588
00:33:36,140 –> 00:33:40,440
can. Okay, that being said, I’m just going to start

589
00:33:40,440 –> 00:33:43,760
from the top to bottom, and I’ll mix things up

590
00:33:43,760 –> 00:33:47,490
and ask questions of you all so we can all

591
00:33:47,490 –> 00:33:50,230
get some air time here. I’ll kick things off first

592
00:33:50,230 –> 00:33:54,260
with, we have a series of questions asking about any

593
00:33:54,260 –> 00:33:58,550
plans for future integration, so I guess this might be

594
00:33:59,570 –> 00:34:02,070
in terms of a smaller question, could you talk about

595
00:34:02,070 –> 00:34:05,080
the road map? In terms of integrations, what’s coming in

596
00:34:05,080 –> 00:34:08,480
the future of Microsoft Teams and then in addition to

597
00:34:08,480 –> 00:34:11,680
that, what’s coming for Genesys Cloud CX? So Mike, I’ll hand

598
00:34:11,680 –> 00:34:14,900
it off to you first. Yeah, I mean I think

599
00:34:14,900 –> 00:34:18,150
from a Teams perspective, we’re always continuing to build out

600
00:34:18,150 –> 00:34:21,300
more integration points and expand the set of applications that

601
00:34:21,300 –> 00:34:24,130
are coming in available inside of Microsoft Teams. One of

602
00:34:25,200 –> 00:34:28,120
the ones that we talked about recently, a couple months

603
00:34:28,120 –> 00:34:31,260
ago, was this new opportunity that we’re still building out

604
00:34:31,260 –> 00:34:33,590
on the Teams side, which is this ability to integrate

605
00:34:33,590 –> 00:34:37,260
with Meetings, so more of an opportunity to bring in

606
00:34:37,260 –> 00:34:39,760
the right contextual information in the middle of a meeting

607
00:34:39,760 –> 00:34:41,610
or in the middle of a call, middle of a

608
00:34:41,610 –> 00:34:44,970
conversation so that, for example, maybe you can see from

609
00:34:44,970 –> 00:34:48,250
your CRM the set of key information or those kinds

610
00:34:48,250 –> 00:34:50,370
of things. And so we’re working with a number of

611
00:34:50,370 –> 00:34:53,610
partners, we’re always working with companies and then of course

612
00:34:53,790 –> 00:34:56,990
working with Genesys as well to explore the opportunities and

613
00:34:57,030 –> 00:34:59,870
the ways to build more integrations, but we’re working on

614
00:34:59,870 –> 00:35:05,500
that core fundamental capability thus far. Across the board, there

615
00:35:05,500 –> 00:35:08,770
are other integrations that are coming to Microsoft Teams in

616
00:35:08,770 –> 00:35:13,450
other ways to go extend the experiences. For example, I

617
00:35:13,450 –> 00:35:18,100
see one question about is there Salesforce integration we have?

618
00:35:18,360 –> 00:35:22,840
At least Salesforce integration now recently available inside of Microsoft

619
00:35:22,840 –> 00:35:25,570
Teams as well, and so there’s always that opportunity to

620
00:35:25,570 –> 00:35:28,620
maybe put together multiple applications that create those really dynamic

621
00:35:28,620 –> 00:35:32,220
work spaces to help people get the answers they need.

622
00:35:32,270 –> 00:35:34,770
But that’s a little bit more on the Teams side.

623
00:35:34,770 –> 00:35:38,130
We’re building out more integration possibilities and working with partners

624
00:35:38,130 –> 00:35:46,630
to go build on top of it. okay? Sorry. Thanks.

625
00:35:46,980 –> 00:35:49,810
I’ll add on to that. On the future of the

626
00:35:49,860 –> 00:35:54,010
Microsoft Teams integration with Genesys Cloud CX, specifically. We’re really at

627
00:35:54,010 –> 00:35:56,940
version 1.0 right now. We’re very happy to have this

628
00:35:56,940 –> 00:36:00,470
initial release out, and are already getting feedback both from

629
00:36:00,470 –> 00:36:03,330
beta customers as well as early adopters of the integration.

630
00:36:03,890 –> 00:36:05,600
Some of the hot areas that we have already heard

631
00:36:05,600 –> 00:36:07,600
about, and there’s been some questions in the chat already

632
00:36:07,600 –> 00:36:10,810
around a fuller presence sync, which we are working towards.

633
00:36:11,780 –> 00:36:14,820
There’s been a lot of questions around chat and potentially

634
00:36:14,820 –> 00:36:19,160
video integration as well. And then a number of potential

635
00:36:19,160 –> 00:36:23,500
improvements on the telephony side, getting specifically our Genesys Cloud CX

636
00:36:24,360 –> 00:36:27,320
AWS based edges certified for use with Microsoft Teams as

637
00:36:27,320 –> 00:36:34,430
a potential option, more embedded or integrated call controls from

638
00:36:34,430 –> 00:36:36,900
Teams within Genesys Cloud CX is another area that we can

639
00:36:36,900 –> 00:36:39,540
look into as well. So there’s a lot of fast

640
00:36:39,540 –> 00:36:42,380
forward and some really good ideas we’re already getting from

641
00:36:42,380 –> 00:36:45,320
the client community and we continue to seek that feedback

642
00:36:45,320 –> 00:36:47,740
here as we’ve really just launched in the past couple

643
00:36:47,740 –> 00:36:51,110
of weeks and will be writing more Roadmap information over

644
00:36:51,110 –> 00:36:55,700
the coming weeks and months. Okay, follow up with that,

645
00:36:55,700 –> 00:36:58,700
Trey. Is there any information that you can give about

646
00:36:58,700 –> 00:37:02,290
potential integrations, in addition to Genesys Cloud CX for our current

647
00:37:02,290 –> 00:37:08,170
Connect customers? No plan to integrate Teams with Connect at

648
00:37:08,170 –> 00:37:12,480
this time. There is an integration plan for Genesys and

649
00:37:12,500 –> 00:37:16,560
Engage, as well as some other Microsoft- related activities around

650
00:37:16,560 –> 00:37:19,380
Engage, but at this time there’s no plan to integrate

651
00:37:19,380 –> 00:37:26,650
with Connect. Thank you sir. All right, the next question

652
00:37:26,650 –> 00:37:35,780
here… Is there going to be a replay? Yes, I’m going to answer that really

653
00:37:35,780 –> 00:37:39,620
fast, so instead of a reply you’ll have a the

654
00:37:39,620 –> 00:37:41,910
on demands that you can use at your convenience. You’ll

655
00:37:41,910 –> 00:37:44,340
receive that via email from ON24 within the next few

656
00:37:44,340 –> 00:37:46,920
business days. So feel free to share that out. We

657
00:37:46,920 –> 00:37:49,750
would love for you to be able to get that

658
00:37:49,750 –> 00:37:56,140
information out there. The next question is, when the calls

659
00:37:56,140 –> 00:38:00,450
are transferred to Teams, will it still record the sessions,

660
00:38:00,450 –> 00:38:04,210
or will it stop said recording and opened up a new

661
00:38:04,210 –> 00:38:07,930
call recording when it’s transferred, could you answer a little bit about that,

662
00:38:07,930 –> 00:38:19,150
Trey? Can you restate the question? I’m not sure I understood it. It’s about recordings. Yeah. Whenever

663
00:38:19,150 –> 00:38:21,820
a call’s being recorded in Genesys Cloud CX and you transfer

664
00:38:21,820 –> 00:38:25,340
it from Genesys Cloud CX to Microsoft Teams or vice versa,

665
00:38:25,400 –> 00:38:28,760
will it continue to record that entire call, or will

666
00:38:28,760 –> 00:38:31,900
it separate them into separate recordings based on the transfer

667
00:38:31,900 –> 00:38:35,800
to each individual system. Yeah, good question, thank you. So

668
00:38:37,130 –> 00:38:41,020
just as a upfront statement, the intended call flow is

669
00:38:41,120 –> 00:38:44,310
one directional for the most part. To send calls from

670
00:38:44,310 –> 00:38:47,030
a Genesys Cloud CX agent to a Microsoft Teams back office

671
00:38:47,030 –> 00:38:50,380
user, and in that workflow, when the calls hit our

672
00:38:50,380 –> 00:38:54,270
edges, and the calls land on the Genesys Cloud CX side,

673
00:38:54,360 –> 00:38:57,110
and the agent starts the recording, or the recording is

674
00:38:57,110 –> 00:39:01,330
automatically started, we will continue that recording even if the

675
00:39:01,330 –> 00:39:03,780
call is transferred over to the Teams user and the

676
00:39:03,780 –> 00:39:07,070
agent drops off. So the description I typically use is

677
00:39:07,070 –> 00:39:09,840
so long as the call hits our edges, from that

678
00:39:09,840 –> 00:39:13,610
point forward we’ll be able to maintain the recording. The

679
00:39:13,610 –> 00:39:16,840
other direction is possible, but we won’t be able to

680
00:39:16,840 –> 00:39:20,900
actually have the recording in our system until it lands

681
00:39:20,900 –> 00:39:24,430
on our side, so nothing before it lands on Genesys

682
00:39:24,430 –> 00:39:26,190
Cloud will be able to be recorded, at least from

683
00:39:26,190 –> 00:39:29,390
Genesys Cloud CX. But again, keeping in mind the typical flow

684
00:39:29,390 –> 00:39:32,450
is Genesys Cloud CX agent over to a Teams user, we

685
00:39:32,450 –> 00:39:36,610
can handle the recording through that entire workflow. And I

686
00:39:36,610 –> 00:39:40,620
assume the same is said from a reporting standpoint as well?

687
00:39:41,640 –> 00:39:45,450
That’s correct, yeah. And just as maybe a broader statement,

688
00:39:45,480 –> 00:39:49,370
we are leveraging our existing BYOC capability set for our

689
00:39:49,370 –> 00:39:53,140
integration to the SPC that’s then connected to Teams, so

690
00:39:53,140 –> 00:39:58,110
all of the reporting, analytics, recording capabilities that you would

691
00:39:58,110 –> 00:40:03,420
expect from any BYOC connection, or voice interaction that flows

692
00:40:03,420 –> 00:40:06,610
across a BYOC connection are available with the Teams integration

693
00:40:06,610 –> 00:40:12,380
as well. Awesome. Well hopefully that gets that series of

694
00:40:12,380 –> 00:40:21,020
questions answered. The next question here is, from the respectively

695
00:40:21,020 –> 00:40:24,210
interaction tab, how will a call be listed in that

696
00:40:24,450 –> 00:40:35,100
view? If I think I’m hearing the question correctly, there’s

697
00:40:35,100 –> 00:40:40,840
no differentiation or different representation for a call that comes

698
00:40:40,840 –> 00:40:45,920
into Genesys Cloud CX prior to it being transferred to Teams.

699
00:40:45,920 –> 00:40:50,950
When it is transferred to Teams, there’s not a designation

700
00:40:50,950 –> 00:40:54,840
that it’s been sent over to teams, so I’m not

701
00:40:54,840 –> 00:40:57,880
really sure exactly how to answer that question. I think

702
00:40:57,880 –> 00:41:04,830
the answer is there’s no necessarily differentiation between a call

703
00:41:04,830 –> 00:41:08,290
that is handed off to Teams versus one that isn’t.

704
00:41:08,290 –> 00:41:11,240
That’s an improvement we could look to make. Also could

705
00:41:11,240 –> 00:41:16,550
be done through some of the SIP header in the

706
00:41:16,550 –> 00:41:18,620
way that that a call transferred itself, might be possible

707
00:41:18,620 –> 00:41:20,330
to extract some of that, but as of right now,

708
00:41:20,330 –> 00:41:23,350
in terms of productized view of show me all the

709
00:41:23,350 –> 00:41:26,570
calls that have been sent to Teams users, I don’t

710
00:41:26,570 –> 00:41:29,030
believe we have that, but that’s an interesting suggestion. It’s the

711
00:41:29,030 –> 00:41:34,580
first time I’ve heard that. A big question that everybody really

712
00:41:34,580 –> 00:41:36,820
wants to know, so I might direct this to you, Chris,

713
00:41:36,820 –> 00:41:45,480
is when is this product integration going to be available? This

714
00:41:45,480 –> 00:41:48,130
month, I believe, and Trey’s going to shake his head

715
00:41:48,130 –> 00:41:51,570
one way or another, but the great news is that

716
00:41:51,610 –> 00:41:55,440
we’ve showing you stuff that you can immediately take advantage

717
00:41:55,440 –> 00:41:59,320
of. If this is appealing, please check it out. There’s

718
00:41:59,320 –> 00:42:03,150
a registration page onscreen here. You can get started with

719
00:42:03,380 –> 00:42:09,320
Microsoft and Genesys Cloud CX and check out the details. There’s

720
00:42:09,320 –> 00:42:11,500
a lot of questions I’m seeing about how the integration

721
00:42:11,500 –> 00:42:15,710
works, about licensing impacts as well, which there’s some good

722
00:42:15,710 –> 00:42:20,520
news on. I think the simple answer you do not

723
00:42:20,520 –> 00:42:23,930
need to consume a pure license for all of your

724
00:42:23,930 –> 00:42:27,440
Teams agents. That’s one of the real big advantages of

725
00:42:27,440 –> 00:42:31,760
this type of integration. It’s both Microsoft and Genesys coming

726
00:42:31,760 –> 00:42:35,950
together to have an integration that is beneficial without necessarily

727
00:42:35,950 –> 00:42:39,480
having to charge you licensing for the whole lot. So

728
00:42:39,910 –> 00:42:42,730
please do check it out that page. Trey, I’m not sure that I

729
00:42:42,730 –> 00:42:49,260
add any color commentary there on any licensing impacts. Yeah,

730
00:42:49,260 –> 00:42:51,780
I’ll just note on the first part of the question

731
00:42:51,780 –> 00:42:55,970
about availability. We launched in mid- October, so everything I’ve shown you

732
00:42:55,970 –> 00:42:59,120
today is able to be installed and used inside of

733
00:42:59,120 –> 00:43:02,890
your Genesys Cloud CX and Teams orgs. So please go check

734
00:43:02,890 –> 00:43:04,660
out the information that’ll be provided as a part of

735
00:43:05,120 –> 00:43:08,740
the links in the webinar. And then on the licensing

736
00:43:08,740 –> 00:43:11,630
side, that’s correct. Maybe to state it in a slightly

737
00:43:11,630 –> 00:43:14,320
different way, our goal is to enable your Teams users

738
00:43:14,320 –> 00:43:16,960
to stay on Teams, and you contact center to stay

739
00:43:16,960 –> 00:43:20,440
on Genesys Cloud CX, and have those users operate in the

740
00:43:20,440 –> 00:43:23,900
platform that’s most appropriate for them. Technically, we will be

741
00:43:23,900 –> 00:43:27,300
creating accounts in Genesys Cloud CX for all the Teams users

742
00:43:27,300 –> 00:43:30,690
that are synced over. The reason for that is we

743
00:43:30,690 –> 00:43:33,010
want the agents to be able to use the native

744
00:43:33,010 –> 00:43:36,570
directory search. The minimum license requirement for those users is

745
00:43:36,570 –> 00:43:39,480
communicate, but if they don’t log into our platform, which

746
00:43:39,590 –> 00:43:42,340
we don’t expect most back office Teams users who are

747
00:43:42,440 –> 00:43:44,930
solely operating on Teams to do. We’re not going to charge

748
00:43:44,930 –> 00:43:48,700
you for those users. So we’re technically creating accounts and

749
00:43:48,700 –> 00:43:52,510
they technically have a communicate minimum license, but again, since

750
00:43:52,510 –> 00:43:54,330
they won’t be using our platform we don’t intend to

751
00:43:54,330 –> 00:43:59,680
charge for users. Yeah and real quick on the Microsoft

752
00:43:59,680 –> 00:44:02,060
Teams side, as long as you have a paid version

753
00:44:02,060 –> 00:44:04,600
of Microsoft Teams, as long as you have Office 365,

754
00:44:05,050 –> 00:44:12,300
there’s no additional license on that side. Okay. We’ll go

755
00:44:12,300 –> 00:44:18,660
into our next question here. So does this demo act

756
00:44:18,660 –> 00:44:22,080
as the same for those using a Salesforce CTI on

757
00:44:22,080 –> 00:44:26,110
the contacts on the agent’s side, with the back office use

758
00:44:26,110 –> 00:44:30,440
case demo that you showed? Yeah, I’ll take that one.

759
00:44:31,620 –> 00:44:36,210
The Salesforce client will be able to transfer calls to

760
00:44:36,340 –> 00:44:39,130
the Genesys Cloud CX account. So this piggybacks a little bit

761
00:44:39,130 –> 00:44:42,160
off of my previous answer in that because we’re creating

762
00:44:42,190 –> 00:44:45,360
native Genesys Cloud CX accounts for these Teams users, they’re visible

763
00:44:45,360 –> 00:44:50,610
within the call transfer and are targetable for call transfers.

764
00:44:51,180 –> 00:44:54,430
We don’t yet have the badging or presence information displayed

765
00:44:54,430 –> 00:44:58,440
within the Salesforce or other embedded framework clients, but those

766
00:44:58,440 –> 00:45:01,040
are enhancements that we are looking to make. So some

767
00:45:01,040 –> 00:45:04,840
of the workflow is there. This is something that’s popped

768
00:45:04,840 –> 00:45:08,070
up a little more recently and is very interesting from

769
00:45:08,070 –> 00:45:11,810
the perspective of it’s really an integration between three products to some

770
00:45:11,810 –> 00:45:15,140
degree, Salesforce, Genesys Cloud CX and Teams, and that’s a new

771
00:45:15,140 –> 00:45:17,860
situation for us. So we are looking at our options

772
00:45:17,860 –> 00:45:26,420
but we have partial support for that today. All right,

773
00:45:26,420 –> 00:45:31,370
our next question here. Will chat be part of this

774
00:45:31,370 –> 00:45:33,910
integration as well, or is it strictly going to be

775
00:45:33,910 –> 00:45:38,470
voice capability? Yeah, I mentioned this a little bit in

776
00:45:38,470 –> 00:45:41,820
my response to the what does the future look like

777
00:45:41,820 –> 00:45:45,900
in Roadmap? We certainly would like to have what we

778
00:45:45,900 –> 00:45:49,180
call chat federation. It’s typically the way that we talk

779
00:45:49,180 –> 00:45:50,610
about this and the idea that you can send a

780
00:45:50,610 –> 00:45:55,190
message from one platform to the other. We’re still investigating

781
00:45:55,190 –> 00:45:59,270
that, and the technical feasibility, but it is certainly a goal

782
00:45:59,270 –> 00:46:00,810
that we want to achieve, is to be able to

783
00:46:00,810 –> 00:46:03,420
send chat messages back and forth. I think the most

784
00:46:03,490 –> 00:46:06,290
prevalent use case around that is the idea that the

785
00:46:06,290 –> 00:46:10,330
agent pre- qualifies the Teams user as available, based on

786
00:46:10,330 –> 00:46:12,940
more than just their presence information. A lot of times

787
00:46:12,940 –> 00:46:15,690
people will set themselves to available and then maybe step

788
00:46:15,690 –> 00:46:18,940
away for a moment and being able to send a

789
00:46:19,090 –> 00:46:21,820
quick chat message to say hey, are you actually available,

790
00:46:21,820 –> 00:46:26,060
is useful. It echoes some of the feedback we’ve already

791
00:46:26,060 –> 00:46:28,470
heard from our customers and we are certainly looking into

792
00:46:28,470 –> 00:46:33,780
it. Great. This might be a question for both you,

793
00:46:33,780 –> 00:46:36,670
Trey, and if you want to add to it, Mike, you’re welcome

794
00:46:36,670 –> 00:46:39,180
to. So once the client is on with a Teams

795
00:46:39,180 –> 00:46:41,790
user, and they are currently a Teams user, will they

796
00:46:41,790 –> 00:46:44,350
be able to use all the functions within Teams? For

797
00:46:44,350 –> 00:46:48,980
instance, add people, present, create new teams, share files, et

798
00:46:48,980 –> 00:47:01,090
cetera? I’m going to Sorry, go ahead. Go ahead. From the perspective

799
00:47:01,090 –> 00:47:04,230
of the Teams user, it’s an incoming Teams call and

800
00:47:04,740 –> 00:47:07,780
we’ve been extending the set of capabilities so that users

801
00:47:07,780 –> 00:47:12,300
can multitask and those kinds of things. As they take

802
00:47:12,300 –> 00:47:14,900
a call, they can look at other information inside of

803
00:47:14,900 –> 00:47:17,590
their teams, they can maybe use chat functionality to go

804
00:47:17,590 –> 00:47:23,520
ask questions. So yeah, from the perspective of that Teams

805
00:47:23,520 –> 00:47:26,530
user, it’s a call and inasmuch as they can do

806
00:47:26,530 –> 00:47:32,070
other activities, inasmuch as that’s advisable maybe, they can go

807
00:47:32,560 –> 00:47:37,200
take advantage of those other activities as well. Yeah, and on the

808
00:47:37,200 –> 00:47:40,760
Genesys Cloud CX side, there’s not yet an integration with any

809
00:47:41,120 –> 00:47:45,150
of the files or other collaboration capabilities of Teams. It will

810
00:47:45,150 –> 00:47:49,370
depend on how the organization wants to deploy Teams to

811
00:47:49,460 –> 00:47:52,870
their user groups, whether it’s just for back office users

812
00:47:52,870 –> 00:47:55,380
or the agents are expected to use Teams as well.

813
00:47:55,800 –> 00:48:00,320
Again, some of this is new ground for us, given

814
00:48:00,420 –> 00:48:03,300
that we just launched the integration, so again, good feedback

815
00:48:03,940 –> 00:48:07,040
but nothing on the roadmap currently for any sort of

816
00:48:07,040 –> 00:48:13,840
file or document sharing between the. Okay. This is more

817
00:48:13,840 –> 00:48:16,630
of I guess an interface question on how interactions have

818
00:48:16,630 –> 00:48:18,930
come in and what they’ll look like. If someone tries

819
00:48:18,930 –> 00:48:22,650
to review previous interactions for the customer or conversation occurred

820
00:48:22,730 –> 00:48:26,810
from Genesys Cloud CX to Teams, will they appear differently from

821
00:48:27,350 –> 00:48:29,610
the others in terms of a normal inbound or outbound

822
00:48:29,610 –> 00:48:36,220
interaction? Yeah, I touched on this just a minute ago.

823
00:48:36,600 –> 00:48:40,540
There’s no necessarily designation or indication that the call went

824
00:48:40,540 –> 00:48:43,700
to a Teams user. Again, that’s an interesting enhancement that

825
00:48:43,700 –> 00:48:46,380
we could see. Certainly the fact that the call was

826
00:48:46,380 –> 00:48:49,980
transferred and who it was transferred to would be present

827
00:48:49,980 –> 00:48:55,650
as any other interaction. The inbound outbound part of the

828
00:48:55,650 –> 00:48:59,510
question is a little bit more complicated and I think

829
00:48:59,510 –> 00:49:01,630
we’d have to dig into that more deeply for me

830
00:49:01,630 –> 00:49:05,850
to fully answer but again, we are leveraging our existing

831
00:49:05,860 –> 00:49:09,380
BYOC capabilities, which are very popular amongst our customer base.

832
00:49:10,090 –> 00:49:14,270
So all of the capabilities and generally the way that

833
00:49:14,270 –> 00:49:18,310
those interactions are handled is exactly the same for Teams

834
00:49:18,310 –> 00:49:24,810
as it is for our other BYOC connections. And I

835
00:49:24,810 –> 00:49:29,130
will add too, if there’s anything that you want to learn more about today, if we’re

836
00:49:29,130 –> 00:49:31,700
not able to answer them in as much detail during

837
00:49:31,700 –> 00:49:35,080
our live Q and A for answering them aloud, and

838
00:49:35,080 –> 00:49:39,820
you still want additional information, feel free to email us at [email protected] genesys.

839
00:49:40,090 –> 00:49:42,650
com, no caps or spaces, and what we can do is

840
00:49:42,650 –> 00:49:45,490
we can set up a more in depth conversation about

841
00:49:45,490 –> 00:49:50,600
the details that you’re wanting to learn more about. Okay,

842
00:49:50,600 –> 00:49:58,230
so next question. I’m sifting through here. Does this integration

843
00:49:58,230 –> 00:50:01,990
use the customer’s direct routing SPC or a Genesys- provided

844
00:50:02,120 –> 00:50:09,970
SPC integrated with Microsoft Teams? It could be either. We

845
00:50:09,970 –> 00:50:14,180
offer SPCs to customers. We typically don’t manage those on

846
00:50:14,180 –> 00:50:16,350
behalf of the customers but we certainly can provide them.

847
00:50:16,830 –> 00:50:19,670
Or the customer can bring their own SPC, either cloud

848
00:50:19,670 –> 00:50:22,580
or premise. We have customers running on premise SPCs and

849
00:50:22,580 –> 00:50:25,990
we also have customers running SPCs in Azure and AWS

850
00:50:26,390 –> 00:50:31,490
and in their own tech stack as well. So lots

851
00:50:31,490 –> 00:50:35,700
of flexibility there, but typically it’s on you, the customer

852
00:50:35,700 –> 00:50:44,310
or partner’s responsibility to manage the SPC. This next question

853
00:50:44,900 –> 00:50:50,540
is about the integration itself. If customers are already Genesys

854
00:50:50,540 –> 00:50:54,310
Cloud customers today, with a BYOC SIP trunk, and they

855
00:50:54,310 –> 00:50:58,080
use Teams as well, is there anything else required in

856
00:50:58,080 –> 00:51:01,410
terms of the service provided that they need to do, or

857
00:51:01,570 –> 00:51:06,300
do they just need to set up with that connection? There

858
00:51:06,300 –> 00:51:09,670
is more required. We are using Azure as the source

859
00:51:09,670 –> 00:51:14,620
of truth for user sync, and the integration will also

860
00:51:14,880 –> 00:51:17,430
need to be installed from the app foundry as well.

861
00:51:18,010 –> 00:51:20,600
We’ve got some really great information in our documentation, which

862
00:51:20,600 –> 00:51:23,720
I’m happy to provide links for in the follow up

863
00:51:23,760 –> 00:51:27,190
communication from the webinar, but I would point primarily to

864
00:51:27,190 –> 00:51:29,680
documentation as a starting point for all of the check

865
00:51:29,680 –> 00:51:31,310
boxes that need to be checked to make sure the

866
00:51:31,310 –> 00:51:37,020
integration works correctly. And when you say Azure you really mean

867
00:51:37,270 –> 00:51:40,690
Azure- active directory, that being the directory where you’ve got

868
00:51:40,690 –> 00:51:43,540
your users listed, which is pretty common if you’ve got

869
00:51:43,540 –> 00:51:49,810
Microsoft 365 or Office 365 deployed, to clarify, Trey. Yeah,

870
00:51:49,810 –> 00:51:52,040
that’s correct. Thank you for the clarification. I should also note that it’s

871
00:51:52,040 –> 00:51:56,670
Cloud Azure, because we’re reliant on skim capabilities, which are

872
00:51:56,670 –> 00:52:00,690
only currently available in Cloud AD, Cloud Azure AD. Yep.

873
00:52:00,990 –> 00:52:15,150
That’s right. Okay, the next question is, in the timeline

874
00:52:15,150 –> 00:52:18,480
of an interaction we’re going to see the transfer of

875
00:52:19,240 –> 00:52:22,300
Microsoft Teams and the name of this individual that receives

876
00:52:22,300 –> 00:52:24,840
the call in Microsoft Teams. I guess it’s a point

877
00:52:24,910 –> 00:52:30,510
of clarification there. Yeah, so it’s configurable with the SIP trunk.

878
00:52:30,510 –> 00:52:35,940
The inbound DID and caller identification is configurable to either

879
00:52:36,000 –> 00:52:39,010
what I showed, which was a genericized number and name,

880
00:52:39,010 –> 00:52:41,980
or you can use the individual’s name and number. That

881
00:52:41,980 –> 00:52:48,810
can be defined on the SIP trunk. Awesome. In the

882
00:52:48,810 –> 00:52:53,400
future of the roadmap here, will there be any ability to

883
00:52:53,400 –> 00:52:57,570
integrate with power virtual agents within Teams, or has that been

884
00:52:57,570 –> 00:53:04,890
discussed on the roadmap yet? We’ve had very early conversations

885
00:53:05,570 –> 00:53:09,910
about using virtual agents or the bot framework within Teams.

886
00:53:10,810 –> 00:53:14,090
No strong plans at this point. Again, we’re very early

887
00:53:14,090 –> 00:53:18,450
into this integration and really in kind of, I would

888
00:53:18,450 –> 00:53:22,010
say water hose mode, where we’re just drinking in the

889
00:53:22,010 –> 00:53:25,450
feedback from our customers, so it’s a good call out. And

890
00:53:25,450 –> 00:53:28,120
we’ve talked about it a very little bit, but nothing formally to

891
00:53:28,120 –> 00:53:31,650
communicate this time. If I can add to that one

892
00:53:31,730 –> 00:53:35,920
a little bit, our broader plan is to absolutely consume

893
00:53:36,110 –> 00:53:40,470
Microsoft bot framework and integrate that into the Genesys ecosystem.

894
00:53:41,160 –> 00:53:43,270
So if there are those innovative use cases you want to

895
00:53:43,270 –> 00:53:47,120
use the Genesys widgets and have the power virtual agents

896
00:53:47,120 –> 00:53:50,140
up front and then be serviced or connected to a

897
00:53:51,850 –> 00:53:55,280
rep that is connected to Genesys Cloud CX or Engage or

898
00:53:55,280 –> 00:53:58,900
Pure Connect. Those things are definitely in the wheelhouse, and

899
00:53:59,300 –> 00:54:01,330
we’d like to talk to you more about those ones.

900
00:54:01,920 –> 00:54:05,920
Outside of just having power virtual agent in Teams, there’s also

901
00:54:06,790 –> 00:54:09,330
the bot orchestration, being able to leverage lots of different

902
00:54:09,330 –> 00:54:18,830
capabilities provided by Microsoft and others inside the framework. And

903
00:54:18,830 –> 00:54:22,120
before Josh’s next question, I’ve got to say, this is probably the

904
00:54:22,120 –> 00:54:23,940
most questions I’ve ever seen, and I don’t think we’re

905
00:54:23,940 –> 00:54:29,590
going to be able to get to all of them. There are pages of them, which is really, really exciting. That’s

906
00:54:29,750 –> 00:54:32,170
what I was about to say. I was like… We have time for maybe

907
00:54:32,430 –> 00:54:35,260
one or two more questions but unfortunately we’re wrapping up

908
00:54:35,260 –> 00:54:37,390
here at the end of the presentation. I feel like we’ve answered

909
00:54:37,390 –> 00:54:40,350
a great deal of these, as we’ve answered other questions

910
00:54:40,910 –> 00:54:43,330
but again, I want to stress to everybody, if you

911
00:54:43,330 –> 00:54:47,770
want additional information, and you want that one on one

912
00:54:47,990 –> 00:54:50,940
interaction, just go ahead and send us an email, [email protected]

913
00:54:51,210 –> 00:54:54,560
genesys. com, no caps or spaces, and we’ll be sure

914
00:54:54,570 –> 00:54:57,310
to set up that dialogue with you. So as we

915
00:54:57,310 –> 00:55:00,460
continue this conversation, with this integration, will Genesys be able

916
00:55:00,620 –> 00:55:04,290
to pull over information from Microsoft’s Active Directory, and vice

917
00:55:04,290 –> 00:55:14,730
versa? Yes, in fact Go ahead, Trey. Yeah, so we

918
00:55:14,730 –> 00:55:18,750
in fact are dependent on Azure Active Directory. For our

919
00:55:18,750 –> 00:55:21,340
integration specifically, there’s only a couple of fields that we

920
00:55:21,340 –> 00:55:24,830
need to be populated; however, we know that our customers

921
00:55:24,830 –> 00:55:30,570
are heavily reliant on Azure generally. And Azure’s skim capabilities

922
00:55:30,570 –> 00:55:34,430
are really robust and flexible enough that you as a

923
00:55:34,700 –> 00:55:38,850
Azure admin, or your Azure admins, can sync whatever information

924
00:55:38,900 –> 00:55:41,660
about the individual users down that you want. So there’s

925
00:55:41,660 –> 00:55:44,550
really just a couple that we need for routines integration,

926
00:55:44,550 –> 00:55:48,140
but we fully expect things like location and department and

927
00:55:48,210 –> 00:55:52,460
some of the other relevant metadata about users will also

928
00:55:52,460 –> 00:55:55,250
be synced down as well. We don’t prescribe that because

929
00:55:55,250 –> 00:55:59,700
it’s not necessarily required, but certainly very possible, depending on

930
00:55:59,700 –> 00:56:02,130
how you want to configure users in the sync from

931
00:56:02,130 –> 00:56:08,790
Azure. Okay. And as a point of clarification, when a

932
00:56:08,790 –> 00:56:12,460
call is received by a Microsoft Teams user from Genesys

933
00:56:12,460 –> 00:56:15,960
Cloud, is the number displayed there the number from the

934
00:56:15,960 –> 00:56:18,370
individual caller, or would it be the Genesys Cloud CX trunk

935
00:56:18,370 –> 00:56:21,080
number that you mentioned? That’s what I was saying, it’s

936
00:56:21,330 –> 00:56:24,520
configurable in the trunk. They can decide whether it’s a

937
00:56:24,520 –> 00:56:28,610
genericized number or whether they default back to the individual users.

938
00:56:28,610 –> 00:56:38,080
Great. Okay, next question. I guess this is specific to

939
00:56:38,080 –> 00:56:40,450
the Microsoft Teams integration. Are there going to be any

940
00:56:41,130 –> 00:56:45,370
capabilities in terms of modifying notification sounds, ring tones, things

941
00:56:45,370 –> 00:56:53,420
like that? I don’t know if on the Microsoft Teams side it would be

942
00:56:54,230 –> 00:56:57,710
potentially possible to customize the ring tones specifically, but I

943
00:56:57,710 –> 00:57:00,960
think through other technologies, bot framework and those kinds of

944
00:57:00,960 –> 00:57:04,480
things, you can definitely add more layers to the integration

945
00:57:04,480 –> 00:57:11,090
for sure. All right. I will say that this unfortunately

946
00:57:11,090 –> 00:57:13,520
will be our last question. I know that we still have

947
00:57:13,520 –> 00:57:16,780
quite a few unanswered, but technically we’ve tried to answer

948
00:57:16,780 –> 00:57:20,510
them through other questions that have been asked. But I will say that

949
00:57:21,030 –> 00:57:23,430
we’ll follow up with other individuals if we haven’t answered

950
00:57:23,430 –> 00:57:25,990
your question via email within the next few business days.

951
00:57:26,470 –> 00:57:29,580
And again, if you want that direct line of communication

952
00:57:29,580 –> 00:57:31,330
just feel free to email us. We’d love to set

953
00:57:31,330 –> 00:57:37,480
up that conversation. So the last question is here, do

954
00:57:37,480 –> 00:57:42,720
you require AAD premiums, or can this be a basic

955
00:57:42,720 –> 00:57:52,480
part of the account that you set up? Yeah, Trey.

956
00:57:55,100 –> 00:57:59,460
I can’t imagine that it would require AAD premium, but

957
00:57:59,460 –> 00:58:04,310
you might know for sure. Unfortunately I don’t. I’m just not

958
00:58:04,950 –> 00:58:08,890
an expert on the different Microsoft licensing tiers, especially when

959
00:58:08,890 –> 00:58:11,460
it comes to AD. I know it works with premium,

960
00:58:11,460 –> 00:58:14,080
but how far down the stack that goes I’m not

961
00:58:14,080 –> 00:58:16,860
sure. We can double check the answer to that question, but I’m

962
00:58:16,860 –> 00:58:25,210
pretty sure that it wouldn’t require AD premium. Awesome. Okay. So, with that being

963
00:58:25,210 –> 00:58:28,090
said, that was our last question. I’m actually going to

964
00:58:28,090 –> 00:58:31,470
hand it back to Chris to talk about next step

965
00:58:31,470 –> 00:58:35,350
in terms of the getting started with this integration, and

966
00:58:35,350 –> 00:58:44,100
then from there I’ll wrap up here in a sec, so Chris, pull us back. Sure. First, thank you to our audience. Without

967
00:58:44,640 –> 00:58:46,730
you guys attending we would not get these many questions.

968
00:58:46,730 –> 00:58:50,500
I’m really heartened to see the interest. Also, to Mike

969
00:58:50,500 –> 00:58:53,840
and Trey, fantastic speakers. I know we’ll be kept busy

970
00:58:53,840 –> 00:58:56,040
for the next couple of days answering all these questions,

971
00:58:56,150 –> 00:58:59,180
so thank you very much. If you are interested in

972
00:58:59,180 –> 00:59:01,930
this integration, it certainly seems that you are, please check

973
00:59:01,930 –> 00:59:04,400
out this link. We have an offer and a campaign

974
00:59:04,400 –> 00:59:08,160
here that we’re just launching. This is the first webinar,

975
00:59:08,400 –> 00:59:11,960
we’ve spoken about it, so please visit this link, check

976
00:59:11,960 –> 00:59:15,210
out some more information about how this works. I’d also

977
00:59:15,210 –> 00:59:17,930
point out that there’s been many, many questions that are

978
00:59:17,930 –> 00:59:21,800
in our Genesys Cloud CX resource center. So if you haven’t checked out

979
00:59:21,800 –> 00:59:24,480
the resource center, please do. It tells you all about

980
00:59:24,480 –> 00:59:27,090
how to configure Genesys Cloud CX, some of the features that

981
00:59:27,090 –> 00:59:30,460
are available and also the other integrations that are available

982
00:59:30,460 –> 00:59:33,240
through Genesys Cloud CX that you might want to glue together

983
00:59:33,680 –> 00:59:37,510
to create that next generation experience. So from my house

984
00:59:37,510 –> 00:59:40,480
probably to your house, thank you very much for attending.

985
00:59:41,070 –> 00:59:42,980
Look forward to speaking to you all again in the

986
00:59:42,980 –> 00:59:49,620
future. Thank you so much. So, with all that being said, we’re going

987
00:59:50,000 –> 00:59:53,510
to go ahead and wrap up today’s presentation. So don’t

988
00:59:53,510 –> 00:59:55,760
forget to take advantage of the link Chris just mentioned. We’ve

989
00:59:55,760 –> 00:59:59,840
also got additional resources within your resource list that will

990
00:59:59,840 –> 01:00:02,150
expand on today’s topic of not only integration but give

991
01:00:02,150 –> 01:00:05,530
you additional information about the Microsoft Teams connection with Genesys Cloud CX.

992
01:00:06,600 –> 01:00:08,710
So be sure to click on those reports they they’ll

993
01:00:08,710 –> 01:00:11,350
open up in a new tab. Also as a friendly

994
01:00:11,350 –> 01:00:16,160
reminder, we do appreciate your feedback, so I know today’s

995
01:00:16,280 –> 01:00:19,030
session, based on the number of questions, everybody was interested

996
01:00:19,040 –> 01:00:21,010
so we would love to collect your feedback about how

997
01:00:21,010 –> 01:00:24,200
we can improve these conversations for the future, so if you

998
01:00:24,200 –> 01:00:27,560
don’t mind filling out that brief survey, we’d love to

999
01:00:27,560 –> 01:00:32,170
incorporate that feedback into upcoming digital events from Genesys. Also

1000
01:00:32,170 –> 01:00:34,070
know that this was recorded, so you’re going to receive an

1001
01:00:34,070 –> 01:00:37,130
on demand recording via email, within the next few business days from

1002
01:00:37,280 –> 01:00:40,030
ON24 that’ll have full playback capability so you’ll be able

1003
01:00:40,030 –> 01:00:43,360
to pause, play, expand your screen just as you were

1004
01:00:43,360 –> 01:00:44,900
in the live session, so you can take any kind

1005
01:00:44,900 –> 01:00:47,440
of screenshots or anything like that, it will have, again, full

1006
01:00:47,440 –> 01:00:51,170
playback capabilities and that will be available to you within the next

1007
01:00:51,170 –> 01:00:54,730
day or so. And lastly, be sure to check out

1008
01:00:54,740 –> 01:00:58,230
our Technology Focus podcast, Tech Talks in 20, located at

1009
01:00:58,290 –> 01:01:00,330
the widget below, if you want to hear more about

1010
01:01:00,330 –> 01:01:03,100
what Genesys has to offer in terms of Genesys Cloud CX

1011
01:01:03,100 –> 01:01:08,270
or the other products within our portfolio. Be sure to

1012
01:01:08,270 –> 01:01:10,970
check out that widget below, where you can hear bite- sized

1013
01:01:10,970 –> 01:01:14,990
episodes. And with all that being said, on behalf of

1014
01:01:14,990 –> 01:01:17,990
Chris, Mike, Trey and the entire Genesys team, thank you

1015
01:01:17,990 –> 01:01:21,490
again for joining today’s webcast, Integrate Microsoft Teams with Genesys

1016
01:01:21,490 –> 01:01:23,840
Cloud. Until next time, have a good one, everyone.

Meet the Speakers

Christopher connolly

Chris Connolly
Vice President, Solution Strategy
Genesys

Ammerlaan webinar image

Mike Ammerlaan
Director, Product Marketing
Microsoft 365 Ecosystem

Trey buck webinar image

Trey Buck
Senior Product Manager
Genesys

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