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PureCloud Demo

Make sure you know what’s happening in your call center

Like the metaphorical tree in the woods, if data exists but is not analyzed does it mean anything? To make the best use of your customer and interaction information you have to analyze it and see the results. Spot patterns. Quickly identify issues. Improve the quality of interactions across the board.

In this demo, we will go through key analytics and reporting features and detail how they can improve your call center performance.

  • Performance dashboards/wallboards – Customize dashboards to show you the information you need to drive success.
  • My Performance View for agents – Get a holistic view of individual agent performance.
  • IVR Flow Performance views – See how your IVR is doing in real-time and adjust as needed for peak performance.

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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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00:07:15,970 –> 00:07:17,710
this email button here. So

274
00:07:17,710 –> 00:07:18,890
I’m going to go ahead and expand that and

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00:07:19,050 –> 00:07:20,480
at the same time I’m

276
00:07:20,480 –> 00:07:21,210
here in my office and

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00:07:21,210 –> 00:07:22,150
I’m doing this demo and I’m going to

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00:07:22,540 –> 00:07:23,060
go ahead and I’m going

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00:07:23,140 –> 00:07:23,940
to put in the inbound

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00:07:23,940 –> 00:07:26,790
voice interaction as well. So

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00:07:26,790 –> 00:07:27,620
as I’m doing that I

282
00:07:27,620 –> 00:07:29,060
can look to see what

283
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

285
00:07:32,570 –> 00:07:34,070
needs help finding the basketball.

286
00:07:36,210 –> 00:07:36,770
So I’m going to go

287
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

289
00:07:39,240 –> 00:07:39,920
I’m going to, excuse me,

290
00:07:39,920 –> 00:07:42,200
I’m going to split screen

291
00:07:42,200 –> 00:07:43,230
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
00:07:52,420 –> 00:07:53,080
it looks like I am

300
00:07:53,080 –> 00:07:54,870
getting that interaction here for

301
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

303
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

305
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.

309
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

319
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

321
00:08:22,610 –> 00:08:24,190
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

329
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.

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Meet the Speaker

Kenny saalman

Kenny Saalman
Associate Strategic Sales Consultant
Genesys

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