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Good morning, evening, and afternoon
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everyone. My name’s Josh Reed
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from the digital event team
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here at Genesys and I’ll be
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moderating today’s live demonstration for
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PureCloud. I’ll start by saying
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welcome and thank you all
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for joining today’s presentation titled
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Make sure what’s happening in
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your call center as we
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take a deeper dive into
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our summer innovations for PureCloud.
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So before we do get
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started, I want to cover
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a few housekeeping items. First
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off, if you experience any
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issues viewing or listening to
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today’s webinar, just refresh your
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browser or make sure that it’s up to
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date to support HTML five
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as this usually fixes any
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console issues that you may
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have. If you still continue
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to have those issues, maybe
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switch over to another browser
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like Chrome or Mozilla Firefox
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as these are the best
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browsers that support the webcast
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platform. You also have the
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ability to enlarge the slide
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window and the media player
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window at any time during
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the presentation by dragging the
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bottom right corner. Also, this
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demo is designed to be
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an interactive experience between you
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and our presenter today, so
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feel free anytime during today’s
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presentation to throw questions into the Q&
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A window in the middle
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of your screen and we’ll
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get to as many as
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we can with the time
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that we have remaining during
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our live Q& A at
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the end. Also at any
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time during this webcast, feel
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free to check out that
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resource box in the middle
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of your screen below the Q&
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A window. Clicking won’t take
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you away, so don’t worry
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about that. It’s just going
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to open up in a
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new tab in your browser.
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Also be on the lookout
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for the call to action
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window that’ll show up automatically
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at the end of today’s
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presentation where you can download
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the Summer Innovations Guide to
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expand on PureCloud. Also note
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that this webcast is being
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recorded, so if you miss anything
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during today’s demonstration, you will
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receive an on demand recording
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link via email from ON24
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so just be on the
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lookout for that. Lastly, we
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welcome and appreciate your feedback.
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We tailor these demonstrations to
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what you want to hear,
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so you will have the
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opportunity to fill out a
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short survey that will show
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up automatically at the end
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or it can be found
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on the second to last
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icon below. All right, so
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with all that being said,
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I’m actually going to go
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ahead and pass things off
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to the man of the
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hour here, Kenny Soalman. Kenny,
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why don’t you take it
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away, bud? All right. Hello
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everyone. My name is Kenny Soalman
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and today I will be
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giving you a demo of
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PureCloud. We’re going to go
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over three basic things today
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that go along with our
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summer innovations. We’re going to
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look at performance dashboards and
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wallboards. We’re going to do
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some agent performance views and
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then finally we’re going to
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take a look at IVR
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flow performances. So we’re going
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to take a look at
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a build out there and
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we’re going to look at
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things that we can do
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to maximize the effectiveness of
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your statistics for call flows
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in IVR. So before we
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do that though, I’m going
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to touch base on just
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some of the fundamental things.
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Just case you don’t already
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know. So PureCloud is an
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all in one unified communications platform.
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However, first and foremost it
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is a full omni- channel
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suite. So we cover all
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the channel types, including social
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media. I’m going to be
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doing this demo today in
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a web browser. So I
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am accessing PureCloud through Google
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Chrome. You can access it
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through Chrome, Firefox, Internet Explorer.
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You can actually even have
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an instance of it downloaded
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on your local. So I
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actually have one right here.
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This is my corporate instance.
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So we do use PureCloud
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here to communicate with one
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another. So we like it
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so much, that’s what we
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use for our UCPs. So
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additionally, I’ll be taking a
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demonstration through an inbound voice
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interaction. I’ll be using a
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WebRTC phone for that. So
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we do WebRTC, we also
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integrate with existing soft phones
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and hard phones. We also
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integrate with cell phones. So
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it does give you the
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capability of being… be able
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to work remotely as an
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agent if you wanted to
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do so. We are PCI
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compliant, we’re HIPAA compliance, we’re
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built in the cloud, AWS,
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and we are manage… is
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that when using PureCloud there
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are three basic views/ privileges
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and I’ll be taking on
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the hat and taking off
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the hat throughout the presentation
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of these three basic views,
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but I’m going to let
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every single time that I
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do it. So there is
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the agent view, there is a
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supervisor view and then there’s
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the administrator view. So agent
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with the least amount of
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privileges and supervisor is one
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up and then administrator is
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the one that pretty much
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takes care of everything. So
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I said the all one
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unified communications piece. So if
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you look over here on
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the left, now here I
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am as the agent, I’ve
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logged in, I have that
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agent hat on. I can
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come over here and I
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could communicate with anyone in
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my contact center. So if I
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wanted to mark someone as
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a favorite, I could do
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that. If I wanted to
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chat with someone specifically or
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have a group conversation, I
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could do that here. If
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I wanted to do a
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video chat, we have that
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capability as well. If we
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wanted to make a call,
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we have a dialpad here where
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we can actually make a
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call straight from this. This won’t
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necessarily be an ACD interaction,
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but you can initiate some
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conversations from here. We also
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have a place here for
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an inbox, where you can
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get your voicemails, your faxes,
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your recordings, if you’re a
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member of the quality team.
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It’s also a place where
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you can get evaluations. As
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a supervisor, you can get
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your time off requests from
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your agents, your shift trade
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requests, and then we have
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a place here for exports.
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So out of box, each
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agent has two gigabytes of
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storage. You can share various
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media types through this exports
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option here. There’s also a
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place here for documents. Like
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I said, out of box
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is two gigabytes, but we
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do have options of expanding
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that storage if need be.
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We have a place here
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for agent assistance, so if
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there’s an ongoing issue in
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your contact center, maybe it’s
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some type of FAQ of
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customers hitting agents up for
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say, the same reason. This
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is where we can come
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in a collaborated way to
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see what we’re saying to
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the agents and what the
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best means of making our
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days most productive with those
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issues. Then we have a
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place here for interactions. So
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I’m going to go back
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to this here in just
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a second, but this is
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where we’re going to get all
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the interactions, whether it be
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voice, web chat, email, and then
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we have a place here
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for applications. So I do
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have an instance here of
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an application called survey dynamics.
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We do integrate with Skype
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and I wanted to point
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that out. So I understand,
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you may have some employees
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who just Skype. There’s a
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lot of other UCs that
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we do integrate with, to where
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your agents can communicate with
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everyone else in your org.
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So with that, I’m going
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to go ahead and I’m
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going to start my day
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as the agent. So I have
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that hat on as the
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agent, I’m going to go
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ahead and I’m going to
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go to available. I’m going to
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set my status to available.
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As you can see here,
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we have seven statuses that
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are built out of box.
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You can even build statuses
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within statuses there, and I’m
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going to go ahead and
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I’m going to go to on queue.
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So I’m going to go on queue
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and it looks like I
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am getting an interaction here
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and I can tell that
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it’s a web chat based
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off of that icon there.
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I’m also getting an interaction
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here through email, I can
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just tell that simply by
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this email button here. So
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I’m going to go ahead and expand that and
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at the same time I’m
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here in my office and
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I’m doing this demo and I’m going to
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go ahead and I’m going
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to put in the inbound
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voice interaction as well. So
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as I’m doing that I
282
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can look to see what
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00:07:29,300 –> 00:07:31,300
Kevin Owens, the customer, wants
284
00:07:31,300 –> 00:07:32,570
here and it looks like he
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needs help finding the basketball.
286
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So I’m going to go
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00:07:36,770 –> 00:07:37,590
ahead and I’m going to
288
00:07:37,960 –> 00:07:39,240
duplicate the screen here or
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00:07:39,240 –> 00:07:39,920
I’m going to, excuse me,
290
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I’m going to split screen
291
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here and I can see
292
00:07:43,230 –> 00:07:44,270
that Kevin Owens over here
293
00:07:44,270 –> 00:07:45,390
on the right is asking
294
00:07:45,390 –> 00:07:47,250
about” Where’s the basketball?” So
295
00:07:47,250 –> 00:07:48,990
he is on Hulu and what
296
00:07:48,990 –> 00:07:49,940
he wants is he wants
297
00:07:49,940 –> 00:07:50,610
to find out where this
298
00:07:50,610 –> 00:07:52,420
basketball is right here. And
299
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it looks like I am
300
00:07:53,080 –> 00:07:54,870
getting that interaction here for
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00:07:55,100 –> 00:07:56,200
the inbound voice as well.
302
00:07:56,200 –> 00:07:57,370
So I’m going to go
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00:07:57,370 –> 00:08:00,090
ahead and I’m going to start the
304
00:08:00,090 –> 00:08:02,160
screen share with Kevin. He’s
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00:08:02,160 –> 00:08:05,400
going to accept, hopefully. As
306
00:08:05,400 –> 00:08:06,490
you can see here, he
307
00:08:06,500 –> 00:08:07,820
gets a notification that Kenny
308
00:08:07,820 –> 00:08:09,200
Soalman is connected to him.
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00:08:09,200 –> 00:08:10,640
So I’m going to go
310
00:08:10,640 –> 00:08:11,490
him and I’m going to
311
00:08:11,490 –> 00:08:12,710
click on this basketball over
312
00:08:12,710 –> 00:08:13,370
here on the left. And
313
00:08:13,400 –> 00:08:14,380
we can see this, this
314
00:08:14,380 –> 00:08:15,520
little sonar blip that we’re
315
00:08:15,520 –> 00:08:16,340
making over here on the
316
00:08:16,340 –> 00:08:18,220
right for the customer. So
317
00:08:18,220 –> 00:08:18,960
it’s kind of nice and
318
00:08:18,990 –> 00:08:19,850
we do have the software
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00:08:19,850 –> 00:08:20,970
here to sense out or
320
00:08:20,970 –> 00:08:22,610
to to censor out or
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to kind of blackout any
322
00:08:24,540 –> 00:08:26,320
sensitive information, whether it’s credit
323
00:08:26,320 –> 00:08:27,630
cards, social security number and
324
00:08:27,630 –> 00:08:29,460
stuff like that. If that’s not
325
00:08:29,460 –> 00:08:30,370
good enough, if I wanted
326
00:08:30,370 –> 00:08:31,460
to make this full screen,
327
00:08:31,460 –> 00:08:33,700
I could. I could also
328
00:08:33,700 –> 00:08:34,890
leave a comment. So if
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00:08:35,560 –> 00:08:36,400
he wants to know where
330
00:08:36,400 –> 00:08:37,720
the basketball ball is, I
331
00:08:37,720 –> 00:08:38,790
could just say, ” It is here.”
332
00:08:38,830 –> 00:08:40,800
We could save and then
333
00:08:40,800 –> 00:08:41,790
it’s going to pop up
334
00:08:41,790 –> 00:08:42,610
over there for Kevin to
335
00:08:42,610 –> 00:08:45,810
see. So I’m going to go ahead and go back to
336
00:08:46,690 –> 00:08:47,710
my agent screen only. And I’m going to go ahead and end
337
00:08:48,280 –> 00:08:49,260
the screen share here and
338
00:08:49,260 –> 00:08:50,980
I’m going to end the
339
00:08:50,980 –> 00:08:51,660
chat and I’m going to
340
00:08:51,660 –> 00:08:52,540
sign a wrap- up code.
341
00:08:52,540 –> 00:08:53,320
So we do have these
342
00:08:53,650 –> 00:08:54,370
six that are built out
343
00:08:54,370 –> 00:08:55,280
of box here, but again,
344
00:08:55,280 –> 00:08:56,660
as the administrator you can
345
00:08:56,660 –> 00:08:57,700
come in and you can edit
346
00:08:58,220 –> 00:08:58,990
as many of those wrap-
347
00:08:58,990 –> 00:08:59,960
up codes as you want.
348
00:09:00,990 –> 00:09:02,090
So I’m going to go ahead and hit done
349
00:09:02,090 –> 00:09:03,450
there. As you can see
350
00:09:03,450 –> 00:09:04,930
here, I am connected to
351
00:09:06,570 –> 00:09:08,300
a customer in the member
352
00:09:08,300 –> 00:09:09,510
services queue. Now, that’s something
353
00:09:09,510 –> 00:09:10,240
I wanted to point out.
354
00:09:10,240 –> 00:09:11,850
I am part of three
355
00:09:11,850 –> 00:09:13,660
different queues here. So I’m
356
00:09:13,660 –> 00:09:14,620
part of the member services,
357
00:09:14,620 –> 00:09:16,080
member services CRM, and member
358
00:09:16,080 –> 00:09:17,900
services outbound sales. So I
359
00:09:17,900 –> 00:09:19,110
can tell that my interactions are
360
00:09:19,110 –> 00:09:21,150
coming into that queue. That’s
361
00:09:21,150 –> 00:09:22,070
going to play a role
362
00:09:22,070 –> 00:09:22,730
here in just a minute
363
00:09:22,800 –> 00:09:23,310
once I put on the
364
00:09:23,310 –> 00:09:25,440
supervisor hat. But just taking
365
00:09:25,600 –> 00:09:27,440
a basic inbound voice interaction
366
00:09:27,440 –> 00:09:29,300
here, there are some options
367
00:09:29,300 –> 00:09:31,040
here on the top. If
368
00:09:31,040 –> 00:09:32,070
we wanted to call somebody
369
00:09:32,070 –> 00:09:33,240
in here using a dial
370
00:09:33,240 –> 00:09:35,340
pad, we could. We can
371
00:09:35,340 –> 00:09:37,410
put the caller on hold.
372
00:09:37,750 –> 00:09:39,500
If we wanted to transfer
373
00:09:39,500 –> 00:09:40,220
it to someone in the
374
00:09:40,220 –> 00:09:42,240
contact center, maybe a specific
375
00:09:42,240 –> 00:09:43,070
queue, I could do that
376
00:09:43,070 –> 00:09:44,540
from here. If I actually
377
00:09:44,540 –> 00:09:46,010
know the name of the
378
00:09:46,010 –> 00:09:46,840
person that I want to
379
00:09:46,840 –> 00:09:47,690
transfer this to, I can
380
00:09:47,690 –> 00:09:48,730
actually put their name in
381
00:09:49,020 –> 00:09:50,060
and transfer it straight to
382
00:09:50,060 –> 00:09:51,510
them. I also have an
383
00:09:51,510 –> 00:09:52,520
option here to do a
384
00:09:52,520 –> 00:09:54,310
start and secure pause, so
385
00:09:54,500 –> 00:09:55,690
if I want that information
386
00:09:55,690 –> 00:09:57,500
to not be recorded, I
387
00:09:57,500 –> 00:09:59,250
could do that here. Additionally,
388
00:09:59,250 –> 00:10:00,900
we can redirect that customer
389
00:10:00,900 –> 00:10:02,170
to a third party IVR
390
00:10:02,170 –> 00:10:03,480
to where they’re not being
391
00:10:03,480 –> 00:10:04,700
recorded and the agent can’t
392
00:10:04,700 –> 00:10:05,750
hear any of that sensitive
393
00:10:05,750 –> 00:10:09,250
information being put in. Now
394
00:10:09,460 –> 00:10:10,860
with this introduction script here,
395
00:10:10,860 –> 00:10:12,470
it’s a very small basic
396
00:10:12,470 –> 00:10:16,130
script here to let the
397
00:10:16,130 –> 00:10:17,130
customer know that we have
398
00:10:17,130 –> 00:10:17,910
been connected to them. But
399
00:10:17,910 –> 00:10:19,140
over here on the right,
400
00:10:19,320 –> 00:10:20,360
we have a few different
401
00:10:20,360 –> 00:10:21,430
buttons that we’ve built in
402
00:10:21,430 –> 00:10:23,660
for this demonstration. So if
403
00:10:23,660 –> 00:10:24,340
I want to make these
404
00:10:24,340 –> 00:10:26,400
all scripts, I could. We
405
00:10:26,400 –> 00:10:28,130
have Google search, legal disclaimer,
406
00:10:28,200 –> 00:10:29,810
screen pop, et cetera. But
407
00:10:29,810 –> 00:10:30,990
if we actually wanted to put in
408
00:10:30,990 –> 00:10:32,620
say like the title of
409
00:10:32,620 –> 00:10:34,080
angry. So this customer is
410
00:10:34,080 –> 00:10:35,290
definitely angry. I could click
411
00:10:35,290 –> 00:10:36,290
on one of these buttons
412
00:10:36,560 –> 00:10:37,940
and hopefully my agent can
413
00:10:37,940 –> 00:10:39,580
handle that interaction from that
414
00:10:39,580 –> 00:10:42,210
perspective. We can navigate different scripting
415
00:10:42,210 –> 00:10:43,850
perspectives as well just simply
416
00:10:43,850 –> 00:10:45,400
by clicking on it and
417
00:10:45,570 –> 00:10:46,150
if we want to be
418
00:10:46,150 –> 00:10:47,700
able to recite this to
419
00:10:47,700 –> 00:10:49,070
the customer, we could definitely
420
00:10:49,310 –> 00:10:51,330
do so. Additionally, something else that
421
00:10:51,330 –> 00:10:52,240
I wanted to point out
422
00:10:52,240 –> 00:10:53,070
is that we do have
423
00:10:53,070 –> 00:10:53,730
the option to be able
424
00:10:53,730 –> 00:10:55,820
to iframe a third party
425
00:10:55,830 –> 00:10:58,060
CRM DBs. So over here on
426
00:10:58,060 –> 00:10:59,060
the left we see that
427
00:10:59,060 –> 00:11:01,650
customer’s information. If I wanted
428
00:11:01,650 –> 00:11:02,520
to update it here in
429
00:11:02,520 –> 00:11:04,270
PureCloud I could, and that’s
430
00:11:04,270 –> 00:11:05,420
going to update over here
431
00:11:05,420 –> 00:11:07,180
on the right in our
432
00:11:07,190 –> 00:11:09,610
third party CRM DB. There’s
433
00:11:09,610 –> 00:11:10,360
a couple of other things
434
00:11:10,360 –> 00:11:10,970
over here on the right.
435
00:11:10,970 –> 00:11:12,120
We have Kevin Owens, his
436
00:11:12,120 –> 00:11:13,810
address, his email, his phone
437
00:11:13,810 –> 00:11:15,650
number. If I wanted to
438
00:11:15,650 –> 00:11:17,150
look at some canned responses,
439
00:11:17,150 –> 00:11:18,670
maybe, to some common questions that
440
00:11:18,670 –> 00:11:20,410
we may get, we can
441
00:11:20,410 –> 00:11:21,460
build these out through the
442
00:11:21,460 –> 00:11:23,410
administrator option. If I wanted
443
00:11:23,720 –> 00:11:25,640
to leave notes about this
444
00:11:25,750 –> 00:11:27,760
customer, I could and from
445
00:11:27,760 –> 00:11:28,730
here on out, all of
446
00:11:28,730 –> 00:11:29,380
our agents are going to
447
00:11:29,380 –> 00:11:30,160
be able to see these
448
00:11:30,160 –> 00:11:30,900
notes. So it’s going to
449
00:11:30,900 –> 00:11:32,680
leave a historical data path
450
00:11:32,680 –> 00:11:33,340
for us all to be
451
00:11:33,340 –> 00:11:35,040
able to view. I wanted
452
00:11:35,040 –> 00:11:36,370
to schedule a call back,
453
00:11:36,430 –> 00:11:37,380
I could do that as
454
00:11:37,380 –> 00:11:38,930
well. I would probably want
455
00:11:38,930 –> 00:11:40,040
to check my schedule first
456
00:11:40,040 –> 00:11:40,680
if I want to route
457
00:11:40,680 –> 00:11:41,840
that call to me if
458
00:11:41,840 –> 00:11:43,710
possible. But if I wanted
459
00:11:43,710 –> 00:11:44,710
to do that, that is
460
00:11:44,710 –> 00:11:46,730
an option. So I’m going
461
00:11:46,730 –> 00:11:47,940
to go ahead and I’m
462
00:11:47,940 –> 00:11:49,270
going to end this interaction
463
00:11:49,270 –> 00:11:50,360
now and we’re going to
464
00:11:50,360 –> 00:11:51,150
say that we helped Kevin
465
00:11:51,150 –> 00:11:52,460
out. We’re just going to say that it
466
00:11:52,460 –> 00:11:54,710
was a new order. Last
467
00:11:54,710 –> 00:11:56,240
but not least, again, an
468
00:11:56,240 –> 00:11:57,710
email to the member services
469
00:11:57,710 –> 00:11:58,960
queue. I just wanted to
470
00:11:58,960 –> 00:11:59,680
point out here with the
471
00:11:59,680 –> 00:12:00,620
email, we do have your
472
00:12:00,620 –> 00:12:03,450
basic HTML embedded here to
473
00:12:03,450 –> 00:12:06,450
reply to questions for whatever
474
00:12:06,450 –> 00:12:07,170
it is. And we also
475
00:12:07,170 –> 00:12:08,590
have these options over here
476
00:12:08,590 –> 00:12:09,240
to be able to look
477
00:12:09,240 –> 00:12:10,640
at canned responses to where
478
00:12:10,640 –> 00:12:12,320
we can reply to those
479
00:12:12,320 –> 00:12:15,090
emails officially. So it looks like this particular
480
00:12:15,090 –> 00:12:16,160
customer is asking about the
481
00:12:16,160 –> 00:12:17,240
hours. I can just come
482
00:12:17,240 –> 00:12:18,150
right here to the hours and I
483
00:12:18,370 –> 00:12:21,080
could send that out. All
484
00:12:21,080 –> 00:12:21,770
right, so I’m going to go ahead
485
00:12:21,770 –> 00:12:22,640
and fire up a code
486
00:12:22,640 –> 00:12:24,780
to that. And with that, I’m going to go ahead and take off
487
00:12:24,870 –> 00:12:25,730
the hat of the agent
488
00:12:25,730 –> 00:12:26,870
now and I’m going to put on the hat of a
489
00:12:26,870 –> 00:12:27,840
supervisor. So I’m going to
490
00:12:27,840 –> 00:12:28,500
go ahead and change my
491
00:12:28,500 –> 00:12:31,400
status and I’m going to go ahead and
492
00:12:31,400 –> 00:12:34,130
I’m going to go to performance and
493
00:12:34,130 –> 00:12:34,730
I’m going to go to
494
00:12:34,850 –> 00:12:35,880
choose performance. And I want
495
00:12:35,880 –> 00:12:38,670
you to take a look
496
00:12:38,670 –> 00:12:39,400
at this. So, like I
497
00:12:39,400 –> 00:12:40,640
said, I took those interactions
498
00:12:40,640 –> 00:12:41,700
just a minute ago as
499
00:12:41,700 –> 00:12:42,870
an agent in the member
500
00:12:42,870 –> 00:12:44,070
services queue. So if you look
501
00:12:44,070 –> 00:12:45,630
over here on the left, we have
502
00:12:45,720 –> 00:12:47,400
all of our queues that
503
00:12:47,400 –> 00:12:48,360
are in our contact center.
504
00:12:48,360 –> 00:12:48,870
So we can get a
505
00:12:48,870 –> 00:12:50,400
realtime view of everything that’s
506
00:12:50,400 –> 00:12:53,000
happening. So on the right,
507
00:12:53,000 –> 00:12:53,900
if we wanted to, we
508
00:12:53,900 –> 00:12:55,610
could actually expand this out
509
00:12:55,940 –> 00:12:58,330
and we could select and deselect certain
510
00:12:58,330 –> 00:13:00,070
metrics. So as a supervisor,
511
00:13:00,710 –> 00:13:01,700
I have the ability to
512
00:13:01,700 –> 00:13:02,820
be able to quickly come
513
00:13:02,820 –> 00:13:04,740
in and customize my realtime
514
00:13:04,740 –> 00:13:06,240
view to whatever it is
515
00:13:06,240 –> 00:13:06,900
that I would want to
516
00:13:06,900 –> 00:13:07,670
see. So if I wanted
517
00:13:07,670 –> 00:13:09,180
to add in answer percentage,
518
00:13:09,180 –> 00:13:10,770
I could or I could add
519
00:13:10,770 –> 00:13:11,700
in average talk, I could
520
00:13:11,700 –> 00:13:12,850
do that as well. I
521
00:13:12,850 –> 00:13:14,000
would just simply select and deselect
522
00:13:14,490 –> 00:13:15,370
what I wanted to see.
523
00:13:15,930 –> 00:13:17,480
Now, if that’s something that you really
524
00:13:17,480 –> 00:13:18,350
like to see and let’s
525
00:13:18,350 –> 00:13:19,470
say maybe you wanted to make a
526
00:13:19,470 –> 00:13:20,750
report out of it, you
527
00:13:20,750 –> 00:13:21,690
can actually come over here
528
00:13:21,690 –> 00:13:23,370
to the performance tab and
529
00:13:23,370 –> 00:13:23,930
it’s going to be the
530
00:13:23,930 –> 00:13:25,720
same thing, the same type of
531
00:13:25,720 –> 00:13:26,710
process, and we can actually
532
00:13:26,710 –> 00:13:28,130
download a report straight to
533
00:13:28,130 –> 00:13:30,340
our local in CSV format,
534
00:13:30,380 –> 00:13:31,590
to where you can quickly
535
00:13:31,590 –> 00:13:32,610
upload it to those third
536
00:13:32,610 –> 00:13:37,010
party SQL applications that you
537
00:13:37,010 –> 00:13:38,040
may be using within your
538
00:13:38,040 –> 00:13:41,610
contact center. So I’m going
539
00:13:41,610 –> 00:13:42,260
to go ahead and I’m
540
00:13:42,260 –> 00:13:42,950
going to move on a
541
00:13:42,950 –> 00:13:43,940
little bit more now. So
542
00:13:43,940 –> 00:13:45,970
with the supervisor, I can
543
00:13:45,970 –> 00:13:48,540
also come here to performance
544
00:13:48,840 –> 00:13:49,510
and I can go to
545
00:13:49,510 –> 00:13:50,830
dashboards. Now, we just took
546
00:13:50,830 –> 00:13:52,280
a look at all those
547
00:13:52,280 –> 00:13:53,980
queues. I was working with
548
00:13:53,980 –> 00:13:54,840
Josh here a couple of
549
00:13:54,840 –> 00:13:55,710
weeks ago when we were
550
00:13:55,850 –> 00:13:57,490
planning this webinar out, and
551
00:13:57,490 –> 00:13:58,750
in about five minutes I
552
00:13:58,750 –> 00:13:59,960
was able to make what
553
00:13:59,960 –> 00:14:02,400
we see here. So what
554
00:14:02,400 –> 00:14:03,240
we did here is we
555
00:14:03,240 –> 00:14:04,730
created some dashboards to where
556
00:14:04,730 –> 00:14:05,570
we can look at certain
557
00:14:05,570 –> 00:14:07,470
metrics. We have HT, average
558
00:14:07,470 –> 00:14:09,370
hold, average handle, etc. And
559
00:14:09,370 –> 00:14:10,170
over here on the far
560
00:14:10,170 –> 00:14:12,530
right, we actually have a
561
00:14:12,530 –> 00:14:13,670
metric tour. We’re looking at
562
00:14:13,670 –> 00:14:15,610
just George the agent and just his
563
00:14:15,610 –> 00:14:17,640
AHT. So as a supervisor,
564
00:14:17,850 –> 00:14:18,620
I can come in and
565
00:14:18,620 –> 00:14:20,370
I can customize this accordingly.
566
00:14:20,690 –> 00:14:21,350
All we would have to
567
00:14:21,350 –> 00:14:22,100
do is just click the
568
00:14:22,100 –> 00:14:23,160
edit button. We could come
569
00:14:23,160 –> 00:14:24,450
in here, we could select
570
00:14:24,450 –> 00:14:26,010
whatever queues we wanted to,
571
00:14:26,010 –> 00:14:26,740
we could just give it
572
00:14:26,740 –> 00:14:28,370
a title. You know, say I
573
00:14:28,370 –> 00:14:29,200
wanted to change it to
574
00:14:29,460 –> 00:14:31,220
something else, I could and I
575
00:14:31,220 –> 00:14:31,930
could just come to this
576
00:14:31,930 –> 00:14:33,410
tool here. I can flip
577
00:14:33,410 –> 00:14:35,310
to whatever metric I want
578
00:14:35,310 –> 00:14:36,750
to apply to it. Let’s just say it
579
00:14:36,750 –> 00:14:38,450
was longest waiting and then
580
00:14:38,450 –> 00:14:39,720
I can also apply my media
581
00:14:39,850 –> 00:14:41,130
type and simply right there
582
00:14:41,130 –> 00:14:41,920
on the fly, we can
583
00:14:41,920 –> 00:14:43,960
have that update. Where this
584
00:14:43,960 –> 00:14:45,110
is really nice is that
585
00:14:45,110 –> 00:14:46,350
in a contact center say,
586
00:14:46,350 –> 00:14:47,990
with a large TV screen,
587
00:14:48,300 –> 00:14:49,050
you can put whatever it
588
00:14:49,050 –> 00:14:50,370
is that you want up
589
00:14:50,370 –> 00:14:52,090
on a wallboard view using this
590
00:14:52,090 –> 00:14:53,020
full screen mode and you
591
00:14:53,020 –> 00:14:53,860
can just leave this up
592
00:14:53,860 –> 00:14:55,370
all day for the agents
593
00:14:55,370 –> 00:14:56,190
to look at to see
594
00:14:56,190 –> 00:14:57,090
how they’re doing in terms
595
00:14:57,090 –> 00:14:59,730
of performance. We also have
596
00:15:00,820 –> 00:15:02,410
a couple options here for
597
00:15:02,410 –> 00:15:04,250
graphs as well. If we
598
00:15:04,250 –> 00:15:05,630
wanted to expand this out
599
00:15:05,630 –> 00:15:07,270
and actually make more, we
600
00:15:07,270 –> 00:15:08,330
could or less, we could
601
00:15:08,330 –> 00:15:09,100
do that. We have a
602
00:15:09,100 –> 00:15:12,900
lot of different options. All
603
00:15:12,900 –> 00:15:14,370
right. So with that, I’m
604
00:15:14,370 –> 00:15:14,960
going to go ahead and
605
00:15:15,080 –> 00:15:15,850
I’m going to take off the hat of
606
00:15:16,140 –> 00:15:17,110
the supervisor. I’m actually going
607
00:15:17,110 –> 00:15:18,380
to put on the hat of the agent
608
00:15:18,380 –> 00:15:19,670
again. So I have that
609
00:15:19,670 –> 00:15:20,820
agent hat back on. So
610
00:15:20,880 –> 00:15:21,770
something I wanted to point
611
00:15:21,770 –> 00:15:22,680
out here is everything that
612
00:15:22,680 –> 00:15:23,960
we just did here with
613
00:15:23,960 –> 00:15:25,440
the supervisor, you can do
614
00:15:25,440 –> 00:15:27,180
the same thing personally as
615
00:15:27,180 –> 00:15:28,070
the agent as well. So
616
00:15:28,070 –> 00:15:29,660
maybe you’re concerned with your
617
00:15:29,660 –> 00:15:31,770
own metrics, your own statistics.
618
00:15:32,070 –> 00:15:32,810
You can come to this screen
619
00:15:32,920 –> 00:15:33,770
and you can make your
620
00:15:33,770 –> 00:15:35,200
own wallboard as well. So
621
00:15:35,490 –> 00:15:36,490
with that agent hat on,
622
00:15:36,780 –> 00:15:37,710
something else I wanted to
623
00:15:37,710 –> 00:15:38,450
show you here is I
624
00:15:38,450 –> 00:15:39,980
can go to my performance
625
00:15:39,980 –> 00:15:42,180
as an agent and I
626
00:15:42,180 –> 00:15:43,150
can see how I’m doing
627
00:15:43,150 –> 00:15:44,400
here. So I can come
628
00:15:44,400 –> 00:15:45,370
to my performance and I
629
00:15:45,370 –> 00:15:46,080
can look to see how
630
00:15:46,080 –> 00:15:46,750
I’ve been doing in the
631
00:15:46,750 –> 00:15:48,700
last week, what interactions, or how
632
00:15:48,700 –> 00:15:50,620
many interactions have taken place.
633
00:15:50,910 –> 00:15:51,640
If I want to filter
634
00:15:51,640 –> 00:15:53,390
that down to callbacks, chats, or email
635
00:15:53,830 –> 00:15:55,910
or messages, I could. I
636
00:15:55,910 –> 00:15:56,870
could expand this out for
637
00:15:56,870 –> 00:15:58,010
a month. Or if I
638
00:15:58,010 –> 00:15:59,500
wanted to actually specify the
639
00:15:59,500 –> 00:16:00,710
exact date range, I could
640
00:16:00,710 –> 00:16:01,780
even do that from here.
641
00:16:02,650 –> 00:16:03,460
So that’s how I could
642
00:16:03,460 –> 00:16:04,320
see how I’ve been doing
643
00:16:04,320 –> 00:16:05,900
from a performance perspective, but we
644
00:16:05,900 –> 00:16:07,840
also have how we’re doing
645
00:16:07,840 –> 00:16:09,080
from a state perspective. We
646
00:16:09,690 –> 00:16:10,750
can check to see how
647
00:16:10,750 –> 00:16:12,010
many evaluations we’ve had. It
648
00:16:12,080 –> 00:16:13,110
looks like I’ve done pretty
649
00:16:13,120 –> 00:16:14,000
well here in the last three
650
00:16:14,000 –> 00:16:15,430
days. I’ve had three evaluations
651
00:16:15,430 –> 00:16:18,060
here. Also, we can view
652
00:16:18,060 –> 00:16:19,900
my schedule, so it looks like right
653
00:16:19,900 –> 00:16:21,870
now it is about 2: 17,
654
00:16:21,870 –> 00:16:23,010
so it looks like I
655
00:16:23,010 –> 00:16:23,990
am scheduled to be on
656
00:16:23,990 –> 00:16:25,660
queue, so technically I should
657
00:16:25,660 –> 00:16:26,670
have this button over here
658
00:16:26,670 –> 00:16:27,810
flipped so I can adhere
659
00:16:27,810 –> 00:16:29,980
to my schedule. Now, we
660
00:16:29,980 –> 00:16:31,270
can also request a time
661
00:16:31,270 –> 00:16:33,480
off request. We can do
662
00:16:33,480 –> 00:16:34,750
a time off request where
663
00:16:34,750 –> 00:16:35,640
we can submit this to
664
00:16:35,640 –> 00:16:37,200
a supervisor. So we would
665
00:16:37,200 –> 00:16:38,220
just select what type of
666
00:16:38,220 –> 00:16:39,230
time off we wanted. Let’s
667
00:16:39,230 –> 00:16:41,410
say maybe a holiday. We
668
00:16:41,410 –> 00:16:42,410
could submit that and that’s
669
00:16:42,410 –> 00:16:43,460
going to come right back
670
00:16:43,460 –> 00:16:44,910
over here to that inbox
671
00:16:44,910 –> 00:16:45,940
we were talking about earlier.
672
00:16:47,060 –> 00:16:47,960
While I have this pulled
673
00:16:47,960 –> 00:16:48,720
up, I just wanted to
674
00:16:48,720 –> 00:16:50,290
point this out, what’s really
675
00:16:50,290 –> 00:16:51,610
nice just about this view
676
00:16:51,610 –> 00:16:53,280
right here alone is that as
677
00:16:53,660 –> 00:16:55,210
an agent or a supervisor,
678
00:16:55,610 –> 00:16:56,780
you’re able to look at
679
00:16:56,780 –> 00:16:57,760
your inbox here on the
680
00:16:57,760 –> 00:16:58,810
left, you’re able to look
681
00:16:58,810 –> 00:16:59,720
at your schedule here on
682
00:16:59,720 –> 00:17:02,900
the right, then you’re able
683
00:17:02,900 –> 00:17:04,070
to request time off over
684
00:17:04,070 –> 00:17:05,030
here on the far right.
685
00:17:05,030 –> 00:17:06,130
So you got a lot
686
00:17:06,130 –> 00:17:07,530
of different options of things
687
00:17:07,530 –> 00:17:08,590
that you can do in
688
00:17:08,590 –> 00:17:10,130
terms of usability on just
689
00:17:10,130 –> 00:17:12,100
one screen. And again, this
690
00:17:12,100 –> 00:17:13,010
plane over here can be
691
00:17:13,010 –> 00:17:14,330
maybe for your interactions and
692
00:17:14,330 –> 00:17:15,470
you can have more things
693
00:17:15,470 –> 00:17:16,220
going on here in the
694
00:17:16,220 –> 00:17:17,280
middle and you could have more
695
00:17:17,280 –> 00:17:18,180
on the right. Or if
696
00:17:18,180 –> 00:17:18,790
you’re not a fan of
697
00:17:18,790 –> 00:17:20,070
that, maybe you just want to see one thing
698
00:17:20,070 –> 00:17:21,420
only, you can do that
699
00:17:21,420 –> 00:17:24,220
as well. With that, I’m
700
00:17:24,220 –> 00:17:25,010
going to go ahead and
701
00:17:25,010 –> 00:17:26,090
I’m going to transition, so
702
00:17:26,090 –> 00:17:26,730
I’m going to take those
703
00:17:26,730 –> 00:17:27,900
hats for the agent and the
704
00:17:27,900 –> 00:17:30,320
supervisor, I’m going to throw them in the fireplace. We’re done
705
00:17:30,320 –> 00:17:31,090
with that, and I’m going
706
00:17:31,090 –> 00:17:32,290
to move on to the
707
00:17:32,290 –> 00:17:34,420
administrator. So I’ve switched over
708
00:17:34,420 –> 00:17:35,910
here to a different demonstration
709
00:17:35,910 –> 00:17:37,160
environment here. I’ve changed my
710
00:17:37,160 –> 00:17:38,890
name here just so we’re
711
00:17:38,890 –> 00:17:40,770
clear on that. So as
712
00:17:40,770 –> 00:17:42,870
the administrator, the thing that I wanted to show you
713
00:17:42,870 –> 00:17:44,740
today was an example of
714
00:17:44,740 –> 00:17:46,330
an IVR flow build out.
715
00:17:47,130 –> 00:17:47,950
So I’m going to come
716
00:17:47,950 –> 00:17:48,470
here and I’m going to
717
00:17:48,470 –> 00:17:50,500
click on administrator and I’m
718
00:17:50,500 –> 00:17:51,330
going to pull up PureCloud’s
719
00:17:51,850 –> 00:17:54,820
architect. We do have a
720
00:17:54,820 –> 00:17:57,060
lot of example flows that
721
00:17:57,060 –> 00:17:58,610
are built currently. So I’m going to
722
00:17:59,080 –> 00:18:01,460
use a colleague flow that
723
00:18:01,460 –> 00:18:02,400
he’s built out here. It
724
00:18:02,540 –> 00:18:04,150
looks like it’s Chad’s. I’m
725
00:18:04,150 –> 00:18:05,850
going to go to this
726
00:18:05,890 –> 00:18:07,100
get by phone number option
727
00:18:07,100 –> 00:18:08,070
here and we’re going to
728
00:18:08,070 –> 00:18:08,790
take a look at this
729
00:18:08,810 –> 00:18:10,160
IVR flow build out that
730
00:18:10,160 –> 00:18:13,130
he’s made. So this is
731
00:18:13,130 –> 00:18:14,160
where we can assign an
732
00:18:14,160 –> 00:18:16,730
outcome to this IVR flow
733
00:18:16,890 –> 00:18:19,510
to display statistics. So these
734
00:18:19,510 –> 00:18:21,170
stats can help supervisors determine
735
00:18:21,170 –> 00:18:22,440
how well a flow serves
736
00:18:22,440 –> 00:18:24,290
customers and gather that data
737
00:18:24,290 –> 00:18:26,160
about self- service success. So
738
00:18:26,400 –> 00:18:27,300
I can set a full
739
00:18:27,300 –> 00:18:29,400
outcome from right here based
740
00:18:29,400 –> 00:18:32,260
off of outcomes that we’ve
741
00:18:32,260 –> 00:18:34,170
already created using our data
742
00:18:34,170 –> 00:18:37,100
tables within the administrator option
743
00:18:37,280 –> 00:18:39,060
and within the architect option.
744
00:18:39,060 –> 00:18:39,640
I know this is a
745
00:18:39,640 –> 00:18:41,360
lot, but this is where
746
00:18:41,360 –> 00:18:42,570
we can make those and
747
00:18:42,570 –> 00:18:43,740
we can make that happen
748
00:18:43,880 –> 00:18:45,560
to make our statistics the
749
00:18:45,560 –> 00:18:46,880
best that they possibly can
750
00:18:46,880 –> 00:18:47,910
be for an IVR flow
751
00:18:47,910 –> 00:18:48,940
build out. Now, I know
752
00:18:48,940 –> 00:18:50,650
that’s very high level. If
753
00:18:50,650 –> 00:18:51,730
this is something that is
754
00:18:51,730 –> 00:18:52,510
of interest for you, I
755
00:18:52,510 –> 00:18:54,190
just wanted to point out
756
00:18:54,190 –> 00:18:54,980
that that is something that we
757
00:18:54,980 –> 00:18:56,500
could potentially demo to you
758
00:18:56,500 –> 00:18:57,920
independently in the future. Now,
759
00:18:58,100 –> 00:18:59,250
we could spend 30 minutes,
760
00:18:59,310 –> 00:19:00,620
60 minutes, sometimes even up
761
00:19:00,620 –> 00:19:02,300
to two hours depending on
762
00:19:02,340 –> 00:19:03,500
how complex you want to
763
00:19:03,500 –> 00:19:04,840
see a call flow build
764
00:19:04,840 –> 00:19:06,270
out. So we can definitely
765
00:19:06,270 –> 00:19:07,360
make that happen if that
766
00:19:07,360 –> 00:19:08,250
is something that is of
767
00:19:08,250 –> 00:19:10,180
interest to you. But like
768
00:19:10,180 –> 00:19:12,240
I said though, we are
769
00:19:12,270 –> 00:19:13,040
trying to build out a
770
00:19:13,050 –> 00:19:14,470
flow that serves customers to
771
00:19:14,470 –> 00:19:16,060
gather that data. So the
772
00:19:16,060 –> 00:19:18,010
data that we would include
773
00:19:18,010 –> 00:19:19,270
potentially in this would be
774
00:19:19,270 –> 00:19:20,860
the total number of interactions
775
00:19:20,860 –> 00:19:22,030
that start a self service
776
00:19:22,030 –> 00:19:24,210
operation, the number and percentage
777
00:19:24,210 –> 00:19:26,030
of interactions that fail the
778
00:19:26,030 –> 00:19:27,340
self service operation and the
779
00:19:27,340 –> 00:19:28,680
number and percentage of interactions
780
00:19:28,680 –> 00:19:31,410
that successfully complete. Finally, we
781
00:19:31,410 –> 00:19:32,800
would also look at the
782
00:19:32,830 –> 00:19:34,770
length of time successful interactions
783
00:19:34,770 –> 00:19:36,550
spend in the self service
784
00:19:36,550 –> 00:19:40,120
operation. So with that, I’m going to go
785
00:19:40,120 –> 00:19:40,780
ahead and I’m going to
786
00:19:40,780 –> 00:19:42,130
review everything. So we went
787
00:19:42,130 –> 00:19:44,230
over some performance dashboard views
788
00:19:44,230 –> 00:19:45,520
and some wallboard views using
789
00:19:45,520 –> 00:19:48,150
that customizable dashboard interface. We
790
00:19:48,150 –> 00:19:49,190
went over what you can
791
00:19:49,190 –> 00:19:50,980
do to check your agent
792
00:19:50,980 –> 00:19:52,160
performance and some of those
793
00:19:52,160 –> 00:19:53,490
views and then we kind of
794
00:19:53,490 –> 00:19:54,970
quickly touched base with the
795
00:19:54,970 –> 00:19:57,830
administrator view of IVR flow
796
00:19:57,830 –> 00:19:59,930
performances. So with that I’m
797
00:19:59,990 –> 00:20:00,450
going to go ahead and
798
00:20:00,450 –> 00:20:01,830
hand it back to Josh.
799
00:20:01,830 –> 00:20:02,610
Josh, do we have any
800
00:20:02,610 –> 00:20:03,980
questions from the audience today?
801
00:20:06,360 –> 00:20:07,540
We do indeed. We actually
802
00:20:07,540 –> 00:20:08,460
have a few that’s come
803
00:20:08,460 –> 00:20:09,900
in. However, just as a
804
00:20:09,900 –> 00:20:11,210
friendly reminder to those in
805
00:20:11,210 –> 00:20:12,280
our audience, we are going
806
00:20:12,280 –> 00:20:13,470
to go ahead and open
807
00:20:13,470 –> 00:20:14,990
our Q& A session during this
808
00:20:14,990 –> 00:20:16,810
live demo. So feel free
809
00:20:16,810 –> 00:20:18,420
to participate by throwing your
810
00:20:18,420 –> 00:20:20,120
questions into the Q& A window and
811
00:20:20,120 –> 00:20:21,250
the top of your screen
812
00:20:21,340 –> 00:20:22,780
and answer as many as
813
00:20:22,780 –> 00:20:23,650
we can with the time
814
00:20:23,650 –> 00:20:25,450
that we have remaining. However,
815
00:20:25,960 –> 00:20:27,120
since this is a shorter
816
00:20:27,120 –> 00:20:29,100
demonstration, if time does get
817
00:20:29,100 –> 00:20:30,480
away from us, which sometimes
818
00:20:30,480 –> 00:20:32,010
it does, feel free to
819
00:20:32,010 –> 00:20:33,460
continue to throw those questions
820
00:20:33,460 –> 00:20:34,590
in there anyway and we’ll
821
00:20:34,590 –> 00:20:35,480
just follow up with you
822
00:20:35,480 –> 00:20:36,770
via email within the next
823
00:20:36,770 –> 00:20:38,360
few business days. So just
824
00:20:38,360 –> 00:20:40,410
be on the lookout. With
825
00:20:40,410 –> 00:20:41,070
that, I’m actually going to
826
00:20:41,070 –> 00:20:41,900
kick things off with our
827
00:20:41,900 –> 00:20:44,120
first question here, Kenny, it
828
00:20:44,120 –> 00:20:45,980
has to do with the
829
00:20:45,980 –> 00:20:49,580
supervisor perspective and this person
830
00:20:49,580 –> 00:20:53,310
says they want to create and send
831
00:20:53,830 –> 00:20:55,610
surveys to their customers after
832
00:20:55,610 –> 00:20:57,430
a certain interaction. So via
833
00:20:57,430 –> 00:20:59,580
voice chat or email. Does
834
00:20:59,620 –> 00:21:01,350
PureCloud support those kinds of
835
00:21:01,360 –> 00:21:02,860
surveys and can you take
836
00:21:02,860 –> 00:21:04,530
a look at those results
837
00:21:04,530 –> 00:21:07,640
from said surveys? Yeah, actually.
838
00:21:08,280 –> 00:21:09,450
Is my screen still sharing?
839
00:21:09,450 –> 00:21:12,470
Just double check. I see
840
00:21:12,470 –> 00:21:15,040
your Gmail. Awesome. So yeah,
841
00:21:15,040 –> 00:21:16,550
so actually that inbound voice
842
00:21:16,550 –> 00:21:18,070
interaction that I just took.
843
00:21:18,070 –> 00:21:20,670
So, as the customer, I
844
00:21:20,670 –> 00:21:22,140
got this email here. So
845
00:21:22,310 –> 00:21:23,330
this is a very simple
846
00:21:23,330 –> 00:21:24,610
survey that we built out
847
00:21:24,610 –> 00:21:26,490
for after the call, to
848
00:21:26,490 –> 00:21:27,670
where if we wanted to
849
00:21:27,670 –> 00:21:29,090
we could come and we could
850
00:21:29,090 –> 00:21:29,880
fill this out and we
851
00:21:29,880 –> 00:21:31,160
could run a report on
852
00:21:31,160 –> 00:21:33,480
how successful these surveys have
853
00:21:33,480 –> 00:21:34,790
been for the agents. So
854
00:21:35,170 –> 00:21:36,790
yeah, we can provide the
855
00:21:36,790 –> 00:21:38,850
after call surveys as well.
856
00:21:41,930 –> 00:21:45,560
Awesome. This question shifts gears
857
00:21:45,560 –> 00:21:48,950
into API integrations for a
858
00:21:48,950 –> 00:21:51,170
set analytics. Do of any
859
00:21:51,170 –> 00:21:54,430
apps within PureCloud that supports
860
00:21:54,430 –> 00:21:57,200
those API integrations and kind
861
00:21:57,200 –> 00:21:58,100
of taking a look into
862
00:21:58,100 –> 00:22:00,560
a deeper dive of analytics
863
00:22:00,560 –> 00:22:03,870
within PureCloud? Yeah, absolutely. And
864
00:22:03,870 –> 00:22:04,660
that’s something that I should
865
00:22:04,660 –> 00:22:05,680
have mentioned. We are a
866
00:22:05,680 –> 00:22:08,410
very open API platform and
867
00:22:08,410 –> 00:22:10,030
I would actually suggest taking
868
00:22:10,030 –> 00:22:11,180
a look at the AppFoundry.
869
00:22:11,230 –> 00:22:13,990
So just appfoundry. genesys.com. We
870
00:22:13,990 –> 00:22:15,900
have all our current applications
871
00:22:15,900 –> 00:22:17,760
that are currently integrated within
872
00:22:17,820 –> 00:22:19,810
PureCloud. And it’s, from what I
873
00:22:19,810 –> 00:22:21,310
understand, the process of actually
874
00:22:21,650 –> 00:22:23,340
getting maybe an application that’s
875
00:22:23,340 –> 00:22:25,540
not there is fairly easy,
876
00:22:25,920 –> 00:22:31,760
so yeah. Awesome. Those are
877
00:22:31,760 –> 00:22:32,490
the only two questions that
878
00:22:32,800 –> 00:22:34,520
we had come in. So
879
00:22:34,520 –> 00:22:35,130
I just want to make
880
00:22:35,130 –> 00:22:36,440
sure that our audience knows
881
00:22:36,440 –> 00:22:37,910
that it’s the Q&A, go
882
00:22:37,910 –> 00:22:39,460
ahead and throw those questions
883
00:22:39,460 –> 00:22:40,310
in with the time that we
884
00:22:40,310 –> 00:22:41,720
have remaining and we’ll answer
885
00:22:42,420 –> 00:22:43,160
as many as we can.
886
00:22:44,030 –> 00:22:45,390
But in the meantime, Kenny,
887
00:22:45,390 –> 00:22:46,810
while they throw those questions
888
00:22:46,810 –> 00:22:48,290
in there, as next steps,
889
00:22:48,290 –> 00:22:49,440
let’s tell the audience what
890
00:22:49,440 –> 00:22:51,110
they can do moving forward
891
00:22:51,110 –> 00:22:54,370
after the demonstration. Sure, yeah,
892
00:22:55,110 –> 00:22:55,870
and feel free to reach
893
00:22:55,870 –> 00:22:57,600
out to request a personalized
894
00:22:57,600 –> 00:22:58,650
demo. We can do a
895
00:22:58,650 –> 00:23:00,390
one on one demo. If
896
00:23:00,390 –> 00:23:01,400
it’s something that you definitely
897
00:23:01,840 –> 00:23:03,230
like based off of today’s
898
00:23:03,230 –> 00:23:04,870
webinar or past webinars, you
899
00:23:04,870 –> 00:23:06,250
can try PureCloud for free
900
00:23:06,470 –> 00:23:07,780
with a guided tour or
901
00:23:07,780 –> 00:23:08,470
you can try for free
902
00:23:08,470 –> 00:23:10,370
for 30 days. I wanted
903
00:23:10,370 –> 00:23:11,820
to mention this AppFoundry but
904
00:23:11,820 –> 00:23:13,080
I just… it just so
905
00:23:13,080 –> 00:23:14,400
happens with that last question,
906
00:23:14,400 –> 00:23:16,950
I’ve bring that up. Also,
907
00:23:16,950 –> 00:23:18,110
immediately at the end of
908
00:23:18,110 –> 00:23:19,580
the webcast you will receive
909
00:23:19,580 –> 00:23:20,550
a link to the Summer
910
00:23:20,550 –> 00:23:21,910
Innovations Guide so you can
911
00:23:21,910 –> 00:23:24,440
expand on the PureCloud release.
912
00:23:25,070 –> 00:23:26,590
I’m going to go and hand it back to Josh.
913
00:23:29,490 –> 00:23:31,030
Awesome. So we did have
914
00:23:31,030 –> 00:23:33,430
one question come in during
915
00:23:33,430 –> 00:23:34,390
that time. It says, ” Can
916
00:23:34,390 –> 00:23:36,360
you provide a quick demo
917
00:23:36,490 –> 00:23:38,390
of how Genesys WDE can
918
00:23:38,390 –> 00:23:39,610
be used and integrated with
919
00:23:39,610 –> 00:23:40,880
apps such as Salesforce?” I
920
00:23:40,880 –> 00:23:41,990
know that we usually highlight
921
00:23:42,080 –> 00:23:43,580
Salesforce in our high level
922
00:23:43,580 –> 00:23:45,650
demonstration, but could you kind
923
00:23:45,650 –> 00:23:46,410
of show us what that
924
00:23:46,410 –> 00:23:47,330
would look like really fast?
925
00:23:48,770 –> 00:23:50,320
Yeah, yeah, I could. Let
926
00:23:50,320 –> 00:23:51,250
me log in here real
927
00:23:51,250 –> 00:23:53,370
quick and I’m happy you
928
00:23:53,370 –> 00:23:54,590
actually… that this question was
929
00:23:54,590 –> 00:23:55,490
asked. So I actually used to
930
00:23:55,490 –> 00:23:56,990
work at Angie’s List and
931
00:23:56,990 –> 00:23:59,020
we actually used Salesforce Lightning
932
00:23:59,020 –> 00:24:01,260
with PureCloud. So everything actually
933
00:24:01,260 –> 00:24:02,320
that we saw on this
934
00:24:02,320 –> 00:24:03,990
last screen and the entire
935
00:24:03,990 –> 00:24:05,970
webinar, as an agent at
936
00:24:05,970 –> 00:24:07,660
Angie’s list, the only thing
937
00:24:07,660 –> 00:24:08,410
that I ever saw in
938
00:24:08,410 –> 00:24:09,820
terms of PureCloud was just
939
00:24:09,820 –> 00:24:12,920
this embedded client here. Take
940
00:24:12,920 –> 00:24:14,020
a second here for me to log in,
941
00:24:14,020 –> 00:24:15,420
but this is the only thing that
942
00:24:15,420 –> 00:24:17,070
I used and it’s about
943
00:24:17,080 –> 00:24:18,900
80% of the functionality that
944
00:24:18,900 –> 00:24:20,580
you can do in this
945
00:24:20,580 –> 00:24:22,280
screen, you can do within
946
00:24:22,310 –> 00:24:24,370
Salesforce. Because really, I mean,
947
00:24:24,650 –> 00:24:25,490
you may only want your
948
00:24:25,490 –> 00:24:27,250
agents to have certain access
949
00:24:27,250 –> 00:24:28,420
to do certain things. So
950
00:24:28,420 –> 00:24:30,900
if they’re primarily using Salesforce,
951
00:24:30,900 –> 00:24:32,440
for example, they could come
952
00:24:32,440 –> 00:24:33,280
here let’s say, to their
953
00:24:33,280 –> 00:24:34,160
leads. For me, it was
954
00:24:34,160 –> 00:24:35,540
leads at Angie’s List. I
955
00:24:35,540 –> 00:24:37,020
could just come, I can
956
00:24:37,020 –> 00:24:38,360
click the dial to a
957
00:24:38,360 –> 00:24:40,490
certain person and that’s going
958
00:24:40,490 –> 00:24:41,530
to take me hopefully to
959
00:24:41,530 –> 00:24:43,130
their page. What I can
960
00:24:43,130 –> 00:24:43,890
do is I can actually
961
00:24:43,890 –> 00:24:45,780
leave notes about them and
962
00:24:45,780 –> 00:24:47,010
when I leave notes, let’s just
963
00:24:47,250 –> 00:24:50,270
say, ” He was great.” That
964
00:24:50,270 –> 00:24:51,740
should take me straight to…
965
00:24:51,920 –> 00:24:53,440
Yeah, it’s going to take me straight to his page
966
00:24:53,480 –> 00:24:54,370
and those notes that I
967
00:24:54,370 –> 00:24:56,090
left within PureCloud are going
968
00:24:56,090 –> 00:24:57,220
to sync in right here
969
00:24:57,570 –> 00:25:02,900
with Salesforce. Awesome. All right,
970
00:25:02,900 –> 00:25:03,770
we have time for one
971
00:25:03,770 –> 00:25:04,980
last question. I saw a
972
00:25:04,980 –> 00:25:06,180
couple more come through Kenny,
973
00:25:06,180 –> 00:25:07,340
but unfortunately we only have
974
00:25:07,340 –> 00:25:08,510
time for about one more
975
00:25:08,510 –> 00:25:09,620
before we need to wrap.
976
00:25:10,290 –> 00:25:12,550
This question has to do with reporting. ” Can
977
00:25:12,550 –> 00:25:14,080
we create custom reports with
978
00:25:14,520 –> 00:25:15,870
specific metrics or just a
979
00:25:17,110 –> 00:25:20,380
OOB report?” You can create
980
00:25:20,490 –> 00:25:22,400
custom reports. So like we
981
00:25:22,400 –> 00:25:24,680
were seeing earlier with the supervisor
982
00:25:24,680 –> 00:25:26,420
view, this is where we can kind of come
983
00:25:26,420 –> 00:25:28,170
in and we can select
984
00:25:28,170 –> 00:25:30,220
whatever metrics that we would
985
00:25:30,220 –> 00:25:32,470
want to see. Additionally, we
986
00:25:32,470 –> 00:25:33,700
do have an option where
987
00:25:33,700 –> 00:25:35,620
we can build out reports
988
00:25:35,620 –> 00:25:36,730
that you can have run
989
00:25:36,780 –> 00:25:38,080
on say like a daily
990
00:25:38,280 –> 00:25:41,010
or a monthly basis. Sometimes
991
00:25:41,010 –> 00:25:41,710
I usually go over this
992
00:25:41,710 –> 00:25:42,730
in the webinar, but you
993
00:25:42,730 –> 00:25:44,280
can select whatever format you want
994
00:25:44,400 –> 00:25:45,500
the report to run in,
995
00:25:45,500 –> 00:25:47,220
what queues, what users, what
996
00:25:47,220 –> 00:25:48,490
time of day, and you
997
00:25:48,490 –> 00:25:49,630
can just have it run
998
00:25:50,250 –> 00:25:51,590
for forever or for just
999
00:25:51,590 –> 00:25:52,470
a couple of weeks or
1000
00:25:52,470 –> 00:25:54,440
right now. The options are
1001
00:25:54,440 –> 00:26:01,480
pretty endless. Awesome. So everybody
1002
00:26:01,480 –> 00:26:03,460
who threw in questions, don’t
1003
00:26:03,770 –> 00:26:04,980
worry. We will answer those
1004
00:26:04,980 –> 00:26:06,570
questions. Just be on the
1005
00:26:06,570 –> 00:26:09,330
lookout for an email from
1006
00:26:09,330 –> 00:26:10,610
Genesys within the next few
1007
00:26:10,610 –> 00:26:11,620
business days as we get
1008
00:26:11,620 –> 00:26:12,870
those answers to you guys.
1009
00:26:14,230 –> 00:26:15,410
So with that being said,
1010
00:26:15,410 –> 00:26:16,740
Kenny, that is unfortunately all
1011
00:26:16,740 –> 00:26:18,220
the time that we have.
1012
00:26:19,520 –> 00:26:21,920
For additional information shown on
1013
00:26:21,920 –> 00:26:22,810
your screen or a few
1014
00:26:22,810 –> 00:26:24,400
related resources that Kenny kind
1015
00:26:24,400 –> 00:26:25,680
of touched over during the
1016
00:26:25,680 –> 00:26:27,450
Q& A, feel free to
1017
00:26:27,450 –> 00:26:28,500
click on those links within
1018
00:26:28,500 –> 00:26:30,150
the resource center widget. In
1019
00:26:30,150 –> 00:26:32,580
addition to that, if you want to see
1020
00:26:32,580 –> 00:26:34,620
more features to how PureCloud
1021
00:26:34,620 –> 00:26:35,900
can fit into your specific
1022
00:26:35,900 –> 00:26:36,840
needs, you can sign up
1023
00:26:36,840 –> 00:26:38,810
for a personalized demo or
1024
00:26:38,810 –> 00:26:39,860
have someone reach out to
1025
00:26:39,860 –> 00:26:41,270
you to kind of set that up.
1026
00:26:42,660 –> 00:26:44,220
Also, kind of a shameless
1027
00:26:44,220 –> 00:26:45,840
plug here, but be sure
1028
00:26:45,840 –> 00:26:47,130
to check out our Genesys
1029
00:26:47,130 –> 00:26:48,620
podcast, the very first Genesys
1030
00:26:48,620 –> 00:26:50,480
podcast that we have produced.
1031
00:26:50,910 –> 00:26:52,360
We talked to high level
1032
00:26:52,360 –> 00:26:54,100
business leaders about their leadership
1033
00:26:54,100 –> 00:26:56,610
tactics and how they integrate
1034
00:26:56,610 –> 00:26:58,870
customer experience and service within
1035
00:26:58,870 –> 00:27:00,250
their companies to the highest
1036
00:27:00,250 –> 00:27:02,030
level. So if you click
1037
00:27:02,030 –> 00:27:03,450
on the podcast widget below,
1038
00:27:03,450 –> 00:27:04,720
that’ll take you to our
1039
00:27:04,720 –> 00:27:09,220
podcast landing page. Also, at
1040
00:27:09,220 –> 00:27:10,060
the very end of today’s
1041
00:27:10,060 –> 00:27:12,250
presentation, you’ll be prompted to
1042
00:27:12,340 –> 00:27:13,980
potentially take a survey. We
1043
00:27:13,980 –> 00:27:14,830
would love to collect your
1044
00:27:14,830 –> 00:27:16,670
feedback on today’s presentation and
1045
00:27:16,670 –> 00:27:18,130
after that you will see
1046
00:27:18,390 –> 00:27:19,840
a link to the Summer
1047
00:27:19,840 –> 00:27:21,910
Innovations Guide that truly expands
1048
00:27:21,910 –> 00:27:24,030
on today’s topic of analytics
1049
00:27:24,030 –> 00:27:25,800
within PureCloud from our summer
1050
00:27:25,800 –> 00:27:28,310
innovations. So with all that
1051
00:27:28,310 –> 00:27:29,500
being said, on behalf of
1052
00:27:29,500 –> 00:27:31,050
Kenny and the entire Genesys
1053
00:27:31,050 –> 00:27:32,220
team, thank you all for
1054
00:27:32,220 –> 00:27:36,300
joining today’s live demonstration. Have
1055
00:27:36,300 –> 00:27:36,650
a good one, everyone.