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Webinar Bytes

Genesys + Zoom: Seamless cloud communications for great customer experiences

We’ve taken one of our webinars and broken it down in to smaller video segments.  Check out some of the most important parts of the webinar below.  Then watch the full video by clicking the link below.

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

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

Watch the full webinar by clicking this link.

Meet the Speakers

Neil levonius webinar image

Niel Levonius
Product Marketing Lead
Zoom

Randy 150.jpg

Randy Carter
Senior Director, Product Marketing
Genesys

Jeff wise

Jeff Wise
Vice President, Strategic Alliances
Genesys

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Now a little bit about Genesys. We have been around

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a long time. We’re really uniquely positioned in this industry because

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now, when it becomes uniquely valuable, is that we’re really

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a company that believes in self disruption and we’ve led

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continuous change after continuous change. And today is actually going

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to be no different. We started before cloud even existed,

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but today we’re a global cloud company and we’re going

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to talk about what that means as well. We’ve pioneered omni-

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channel multi- channel customer engagement because customers keep changing and

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more importantly, they are changing how they want to engage.

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So today now we power our customer’s experiences with AI

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fueled by data, across multiple sources, using an agile cloud

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culture. And Genesys is really creating the one of the

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most scalable cloud- based customer experience platforms in the industry.

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But at the end of the day, it’s the moment

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of truth that really matters. And, it’s when that customer connects

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and they need help and we help our customers with

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billions of different customer interactions every year and all about

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helping our customers connect with their customers at that moment

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of truth. And as a result of that, customers worldwide,

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large global brands trust us with helping them connect with

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their customers. So it’s great to be here, Randy, thanks

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for the opportunity to talk about Genesys and what we’re doing with Zoom. All

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right. Now we’re going to pivot over and talk to

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Neil. Same question. Tell us about, in a bit about

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Zoom? Yeah. So thank you, Randy. It’s great to be

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here. So my name is Neil Levonius and I’m a

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product marketing lead for Zoom phone, our cloud phone system.

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So, you probably know what Zoom is. I think a

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lot of people are using it now and really what

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our story is? What our vision is? Is that we

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are creating a platform that enables video communications to empower

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people, to accomplish anything they want to be and to

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be always connected. And so when you think about the

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way we communicate today, it’s radically changed. We have over

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300 million daily active meeting participants using the Zoom platform

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every day, and they’re not just using it for video.

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We created this platform that does video. It does chat,

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it does phone calls, it supports conference rooms, large webinars

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like we’re doing right now and all of these different

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things. And the reason why this has come about is

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because people need flexibility. They’re working from everywhere. They’re working

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on all of these different devices and they want a

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consistent user experience across everything. So when I think about

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my 14 year old daughter, she’s going to be a

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sophomore in high school this year. And if I give

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her a phone call. If I call her on the

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phone like this, it freaks her out. She doesn’t know

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what that is. She’s not going to put a phone

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up to her ear because that’s so strange. But if

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I send her a text message, she responds right away.

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Cause she’s very happy using text. And then if she

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wants to get ahold of me in real time, what

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does she do? She FaceTimes me. She sends Zoom because

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people are shifting, the culture is shifting to being very

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comfortable with video. Now that doesn’t discount any of the

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other modalities, then that’s why you need a platform that

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can support all of them. Voice is still very important.

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It ends up being the lowest common denominator and how

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we communicate because it’s a ubiquitous platform that can be

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found everywhere, but then people are very comfortable with chat,

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SMS and then video, when you want to have that

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more personal touch. So that’s what the Zoom platform has

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really been designed for. And then partnering with companies like

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Genesys to bring our capabilities together, to provide this really

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best of breed solution is very exciting.

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