Demo Webinar

Why your CX solution must be multicloud (and might already be)

If asked about your contact center technology, would you describe it as SaaS, private cloud or on-premises? Without intention, many organizations that have invested for many years in on-premises solutions actually find that they’re already cloud – and not only cloud, but “multicloud.” How, because of the prevalence of cloud-based applications. Services once handled by on-premise solutions like sales processes, payroll and human resources are now more-often-than-not consumed as cloud applications. It’s possible that while remaining on your private cloud solution, you’ve evolved into a multicloud customer experience architecture by accident.

Join us for this 30 minute webinar where we’ll show how companies are leveraging the best of all options — all clouds, all infrastructures, all applications — all with control of their personal ecosystem.

  • Deployment options – SaaS, private cloud, on-premises
  • Who operates it – vendor, partner or self-operated
  • Infrastructure options – IaaS, containerization, serverless computing
  • Choice of application services and the strategic vendors within your ecosystem

Register today to hear experts in customer experience and cloud technologies share how customer experience centers are morphing into multicloud architectures – and gaining flexibility and control of their customer experience solutions along the way.

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Good morning, evening and afternoon everyone. This is Josh Reed

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from the digital events team here at Genesys. And let

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me start by saying welcome and thank you all for

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joining today’s webinar, why your CX solution must be multi-

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cloud and might already be. As we always do, I’m

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going to cover a couple of brief housekeeping items before

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we get started, but I will be quick. First off,

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if you experience any problems viewing or listening to today’s

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webcast, do me a favor and refresh your browser and

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make sure that it is indeed up to date, this

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should fix any console issues that you may experience. If

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those continue however, it might be helpful to switch over

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to something like Chrome or Firefox as well, as these

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are the best browsers that support the webcast platform. Also,

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note that you’ll be able to enlarge the slide window

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and the video window throughout today’s presentation by dragging any

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of the corners of those windows. And please note that

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this is designed to be an interactive experience between you

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and our presenters today. So throughout today’s conversation, I encourage

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you all to throw questions that you have into the

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Q and A window. And what we’ll do is we’ll answer

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them throughout via chat, we’ll also potentially read some aloud

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during our conversation, and then those we are able to

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get to during the live session what we’ll do is

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we’ll follow up with you via email. And note that

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this is indeed being recorded, so if you have to

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get up during the presentation, you miss anything don’t fret,

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you will receive a link to the on- demand recording

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via email from on 24 within the next few business

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days. And also at any time during the webcast, feel

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free to check out the resource in the resource box

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just below the video window. Clicking through will open up

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in a new tab in your browser and we’ll expand

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on today’s topic of multi- cloud. And lastly, we welcome

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and appreciate your feedback. So you’ll have the opportunity to

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fill out a short survey at the end of today’s

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presentation, it’s going to show up automatically at the end.

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However, if you are a go getter and you want

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to actually take care of it early, you can click

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on the survey at the last icon below and take

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that any time throughout the presentation. Like I mentioned, short

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and sweet. So now I’m actually happy to hand it

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off to our moderator today, Bobby Chester. Bobby, the floor

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is yours. Awesome, Josh. Thank you as always. I am

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super excited to be here today, I am joined by

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two of my absolute favorite colleagues. Today we have, Todd

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Famous and Abi Chandra joining me and we are going

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to be talking about all things multi- cloud. And the

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question you might be having in your mind first and

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foremost is, so why is the discussion on multi- cloud

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important at this time? And the answer is because the

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old saying that change is the only constant and although

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that holds true, what makes this point in time very

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different, is the acceleration of that change. When you look

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at things like AI, machine learning, those are just two

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of the forces that are driving all of this change

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that’s going on. And although those aren’t topics for this

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particular day, they are part of what’s driving that need

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for cloud applications across a multi- cloud architecture. So let’s

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start off today on doing a search for the term

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of multi- cloud. If you put that in, you’ll see

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a whole bunch of varying different definitions, companies from Citrix,

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Google, Red Hat They’re all taking a stab at trying

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to define it. Some define multi- cloud as an architecture

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that utilizes public private hybrid cloud services. While others see

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it more as an approach that’s made up of one

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cloud service or more, as well as one cloud vendor

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or more. So with that said, there’s so many variations

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out there, I think a good place to start is

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to get a definition from both of my colleagues. And

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Todd, if you don’t mind, I’ll start this one with

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you. Sure. Thanks, Bobby. I had a feeling this question

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was coming, multi- cloud and we have seen a lot

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of different opinions about this. And I think maybe I’ll

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just keep it simple and focus on what I think

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is important from our product strategy. And that’s the ability

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to operate your cloud software where you want. And that

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means that you could choose to run it on, for

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example, Amazon, AWS or Microsoft Azure or Google cloud platform.

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So we’re giving in our architecture the ability for our

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customers to control where they operate. And that’s very different

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than a lot of, I’d say the first- generation cloud

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architectures. What I think is probably the most important thing

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about multi- cloud, now there’s a lot more technical nuances

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I could get into, but I think I’ll start there

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with a high level. Abi, what do you think? Thank

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you, Todd. Thank you, Bobby. I will take a technologist

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view to defining multi- cloud because after all I am

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a cloud architect. Simply put mighty cloud is the ability

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to consume both private cloud and public clouds in a

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single network architecture. So this would involve consuming, hosted application

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services, cloud computing, storage and data services from single or

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multiple cloud entities including, on premise solutions, hosted solutions in

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a data center or a private cloud solution. Infrastructure as

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a service or platform as a service providers, such as,

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Todd mentioned, Amazon web services, Google cloud platform, Microsoft Azure,

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as well as consuming services from software as a service

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vendors, such as Genesys. So in reinforcing your definition of

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multi- cloud, in terms of Genesys customers. Genesys engaged customers

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and prospects they get the choice to operate their software

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in different environments. That’s my definition of multi- cloud. All

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right, perfect. And so now that we’ve defined multi- cloud,

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the whole flexibility and choice, is what I heard you

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end on with emphasis. The title of our webinar today

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is, why your CX solution must be multi- cloud, certainly

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we’ll hit on that throughout the day. But then we

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tagged it with, and you may be already. And so

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I know folks listening to this call and some of

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them have joined probably are wondering, well, what do you

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mean by that? How would I know? How could I

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be multi- cloud already? So, Abi, I’ll start with you

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on this one. Over the past several years, most organizations

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have either intentionally or unintentionally evolved into a multi- cloud

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architecture, let me unpack this by giving you a few

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examples. In fact, the simplest examples for all of us

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in the customer experience industry or the contact center industry

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would be our customer relationship management systems or CRM as

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we call it. Today, most of them are cloud- based

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so even if you are an on- premise based contact

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center, integrating to Microsoft Dynamics 365 or Zendesk, you are

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a multi- cloud solution. And why does contact center and

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customer experience, our HR systems, our payroll systems, office productivity

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suite like, Google Docs or Office 365. Including even IT

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departments that used to maintain tape backups at an offsite

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location for disaster recovery. Today, they use services from Google,

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such as cold line storage or Amazon S3, Simple Storage

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Services because they get 11 lines of durability at a

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fraction of the cost of maintaining offsite back backups. So

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if you look deeper into various departments within a business

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or an organization, you will find multi- cloud has already

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proliferated the enterprise and that is why you may be

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multi- cloud. And the customers that I talked to, I

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do run into conversations where they are… Let’s say they

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believe that they’re all prem, that’s one statement I’ve heard.

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And it usually just takes a little bit of digging

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or looking around to discover, okay, they’re using a thought

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application for, as you said, for CRM or for HR

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or even in IT. So cloud services are being used

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sometimes through shadow IT, and sometimes just through different departments

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or acquisitions that have occurred. So this speaks to the

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point of, you may already be. What I would suggest

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and this is the point of the conversation, is that our

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customers are now starting to be more intentional about it.

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To actually think about the various cloud services they’re using,

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think about the implications of using those cloud services or

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private clouds and then have a corporate strategy for how

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to be multi- cloud. So, Todd it’s interesting, I know

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you’ve already mentioned and Abi, as well. Several of the

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infrastructure as a service providers, Google Cloud, Azure, AWS, in

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your opinion does it need to be one or more

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of these providers to be considered multi- cloud? Well, I’ll

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tell you it’s becoming increasingly difficult to be singular in

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terms of your entire deployment. We certainly have customers that

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have a strong desire to be all in one provider.

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I think that some of them may get there, I

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think for most customers, they will end up with multiple

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cloud services. For those that do get there, I think

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the other important attribute of multi- cloud to think about

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is a possibility of things are going to change. As

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you said at the beginning, Bobby, things keep changing and

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we have customers who have made a choice about a

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certain cloud provider and then down the line, their corporate

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strategy changes due to some other commercial arrangement or acquisition

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and so multi- cloud re- enters that strategy. So we’re

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seeing a lot of that and I think that this

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is investment protection to be able to offer a cloud

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strategy across those various providers. And, Abi mentioned, I just

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wanted to make sure I reinforce that there’s also private

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cloud or even on- prem cloud architectures that customers operate.

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And that is still are port and part of the

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strategy for certain customers and certain verticals. And, Abi do you have

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any thoughts on the infrastructure as a service providers? Yeah,

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yeah. I will actually double down on what, Todd said,

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but if you carefully listen on the one hand, we

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said that you don’t have to be with one of

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these infrastructure as a service provider, and you could also

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be on premises or private cloud or hosted services. At

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the end of the day I think what customers really

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are looking for, are benefits of a cloud solution. And

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the top most benefit is the one that you laid

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out as you started this session, Bobby, which is the

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ability to change. With ability to deploy wherever you want,

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ability to get continuous delivery, continuous innovation, instinct, scalability, these

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are the benefits that customers are looking for. So you

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don’t have to be in an AWS or an Azure,

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you could be on premise and consume cloud deliver innovations.

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You could be in your hosted private cloud and have

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expandability into Google Cloud for scalability purposes. And that is

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what makes you multi-cloud. So let me latch on to

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one of the things that you both touched on, which

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is the private cloud piece that you just brought up.

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And I guess, I have a question, is that for

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the last decade or so, really SAS has been the

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cool kid on the block and private cloud seems to

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have been relegated. Private cloud, is it still cool? Well,

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let me try. In the beginning there was prem, we understand

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that and then there was cloud and as you’ve said, initially,

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when you first think about cloud services, they were a

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black box, really. You’re getting a service from a vendor

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but what’s behind the curtain you don’t know about, you

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don’t have any control over, you don’t have any choices

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over that infrastructure in the backend. Now, if you look

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under the covers, what the benefits of cloud include, continuous

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development, horizontal scale microservices, cost control. Those benefits in a

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cloud architecture are now possible with private cloud. So we

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can actually, as a software developer develop software, we’re using

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a technology called, containers, which we may or may not

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get into that level of detail. But using the software

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architecture that is a cloud architecture, so it has the

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benefits of cloud but still gives you the option of

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controlling where that software gets deployed, which could include on-

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prem in a private cloud. Abi, your thoughts. Sure. I

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know you said,” Hey, is private cloud still cool?” I’ll

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take it a step further and say, not only is

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private clouds still cool but it will remain so for

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the next several years. As organizations evolve and set their

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cloud strategy a private cloud multi- cloud architecture, not only

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leveraging the existing investments in technology, but it enables them

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to stay true to the original reason why they want

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to go multi- cloud or private cloud in the first

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place. Some of these reasons, Todd already mentioned so I’ll

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expand on those. A lot of times when it came

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to on- premise customer experience solutions or private cloud hosted

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data center based operations. One of the reasons that customers

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really took a multi- vendor approach was number one, they

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got to select the best of technologies from different vendors

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but more importantly, they did not have to lock themselves

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in to a single vendor. So the single vendor lock-

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in factor goes away. The other thing is in today’s

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environment, a private cloud gives you greater control over your

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security and data protections that you are looking for. But most

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of all, it is the ability to create highly customized

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and tailored customer experiences for their end consumers. So for

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such businesses ripping and replacing their existing private cloud or

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premise infrastructure and then going to a public cloud multi-

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tenant cloud solution, where 80% of the functionalities are same

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across multiple customer sex, they cannot provide those discerning tailored

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customer experiences that their customers experience. And now, as Todd,

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mentioned, he said containers. And I take it one step

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further into the technicalities of it, for the past several

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years technologies such as Docker, Kubernetes, allow you to get

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all the cloud benefits from your existing premise or private

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cloud solutions. So this is the reason why I think

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private cloud is going to be cool for a very

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long time. And Todd, I was going to say, when

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you look at our own customer base, look at the popularity of private cloud.

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Yeah. So particularly the types of customers that we deal with and engage

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with some of the largest and most sophisticated contact centers

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in the world. And in some of these industries, they

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have the scale to justify the cloud infrastructure, they have

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the teams to justify it. I think particularly in the

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large financial services, most of those operations are massive, massive

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in scale and have massive investments in private cloud. And

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they have the opportunity to leverage those investments now with

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a cloud contact center product from Genesys. And Abi, mentioned

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this but I want to also just acknowledge that in

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certain industries, certain parts of the world, there are regulatory

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and compliance reasons that certain companies need to operate in

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private clouds. Whether it be government services or due to

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certain dat privacy restrictions or constraints within a certain geography,

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private cloud is a necessity. And so what we aim

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to do with this, our architecture in multi- cloud is

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deliver the benefits of cloud with still that control of being

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able to put the software where you want. And Abi,

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I know you started delving a little bit further into

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Docker containers and Kubernetes. This isn’t necessarily new technology as

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I understand it, really what’s new is it entering the

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CCaaS, the contact center as a service market, is that

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fair? You are 100% accurate. And the reason for this

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is a whole lot of these technologies across multiple information

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services and information technology disciplines have been identified as open

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source options by the Cloud Native Computing Foundation or CNCF.

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So a lot of these open source technologies are already

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being used on- premise solutions and private cloud solutions, as

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well as infrastructure as a service options. I’ll start by

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naming, Docker, which I said it allows the OS level

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virtualization to deliver your software in packages called containers. And

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then these containers can be orchestrated using Kubernetes orchestration and

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manage and deploy all of these across, not only multiple

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infrastructure as a service platforms like, AWS, OpenShift or Google Cloud

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platform, but also for on- premise as well as private cloud

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or hosted services. There are additional few technologies which we

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in Genesys engage use to enable this for our customers

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all from the CNCF Foundation. One is Terraform, infrastructure provisioning,

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which allows automated provisioning of infrastructure across multiple clouds simultaneously.

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There is also Spinnaker continuous delivery and integration. We say

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that our multi- cloud and private cloud customers get continuous

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delivery and integration, but Spinnaker is the technology that enables

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this to happen. Which is why I say that even

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our on- premise and private cloud customers get to live

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the cloud life, instant scalability, continuous delivery, access to cloud

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innovations across all clouds and cross cloud deployment. So think

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about it, we don’t know where that new technology, new

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innovation will come early, if you are locked into lets

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say, Amazon web services for your solution and it is

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tightly integrated on Amazon web services infrastructure, it is difficult

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to go to another platform which may have the innovation.

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With Docker and Kubernetes container orchestration. You can use multiple

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cloud platforms simultaneously, and not only just stop, reduce your

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time to deployment by 75% but even cut your costs

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in half. Sorry, Todd, go ahead. And Bobby, I think

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you pasted it in the question, some of our customers

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and those of you who are on this call, I’m

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going to say, may not be familiar with Kubernetes and

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Helm Charts and Spinnaker and a Terraform. These are newer

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technologies to the call center people and I can tell

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you and the customers that we’re dealing with and that

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we’re helping today, it isn’t uncommon that I walk into

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some of those conversations with and meeting with a party

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who isn’t familiar with that technology. Now, one thing I

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will say is I would and I’ll go on a

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limb here and guarantee that any large enterprise, if you

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go and talk to your peers in IT, you will

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find some group within the enterprise that is already deploying

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this technology. So as you said, it’s new- ish to

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contact center but it’s not new to the environments of

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our enterprises, so connecting that dots is one of the

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things that we need to do as a team. Perfect.

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Then actually I’m going to interject, we did have a

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question that came in. The question is, I would self-

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describe as on- premise with an application that we’ve used

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for almost 10 years now, you’re saying that we don’t

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have to rip and replace? Explain how that works. I’m

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not sure, Abi, if you want to take the first

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stab at this. Yeah, absolutely. So one of the things

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that you will encounter is folks have already started utilizing

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a whole host of these technologies, or be it not

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all of them, but in order to make their work

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loads easier. Think about what started with VMware and virtualization

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now has been taken into containerized deployment of servers, services

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and platforms. And then of course, to better manage them

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they are utilizing other additional services. So when you encounter

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your cloud strategy, you don’t have to let go on

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not only the investment that you’re made in the hardware

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and software, but also in training and managing all these

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resources, which operate these for you. You can set a

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slow and steady path to the cloud as you containerize

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your solutions, start deriving cloud benefits. And then according to

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your convenience, find the right multiple cloud platforms to take

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your solution to the next level. What do you think

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about this, Todd? And I’ll say that sounds like one of our customers,

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so maybe I’ll speak to it in terms of the

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engaged product portfolio. You’re offering choice a common theme here

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and we started on this journey actually a couple of

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years back. Our first containerized component was something called, CX

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Insights, which is an analytics application. And so it’s a

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container packaging and we have customers, long- standing prem customers

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who have deployed this particular application in this new containerize

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architecture. And that works in combination with their existing deployment,

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we have another component called CX Contact, which is our

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outbound offer, which is also in containers and now available

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and you can integrate that to your existing environment. Genesys

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Workspace, web edition, our desktop experience, designer or orchestration engine.

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So we are adding containers in elements, with the journey

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that we’ve been on, we are now completing that journey

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we’ll have the full suite available, but there’s options in

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terms of how you’re going to go about implementing those

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components. There are also by the way, customers who go

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straight to cloud. So there are customers that have large

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prem deployments and decide that they want to transition to

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a Genesys managed service and so they transitioned from their

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current architecture. So one of the things that, and this

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is what we need to have a conversation, with each

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00:24:48,790 –> 00:24:51,120
of our customers about is that path to cloud and

365
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what makes sense for them. Yeah. And actually, Todd, that

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leads me to my next question which is, we’ve talked

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quite a bit about the infrastructure side of it but

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there is another side of it. There is the, who’s

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going to manage it, who’s going to deploy it, who’s

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going to keep that expertise, who’s going to manage the

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knock, who’s going to do the moves, adds and changes?

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So Todd, if you want to talk a little bit

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about, when you’re looking it through the lens of multi-

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cloud, again, the flexibility that you’re given. Yeah, that’s another

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thing that’s changed a lot from earlier first- generation cloud

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contact center solutions or CCaaS solutions as you’ve said. These had one

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model from the vendor with multi- cloud and the architecture

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00:25:37,840 –> 00:25:42,070
that we’ve put together with engage, we can offer a

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00:25:42,920 –> 00:25:45,920
traditional model of Contact Center as a Service where we’re

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00:25:45,920 –> 00:25:51,140
operating and offering completely managing the software. But we also

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00:25:51,140 –> 00:25:55,740
have options where we can provide those containers, that architecture

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to a service provider or a partner who will operate

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00:26:00,210 –> 00:26:02,670
it on behalf of a customer. So if a customer

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00:26:02,670 –> 00:26:07,760
chooses to have a service provider operate their software, could

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be because of a relationship they have with them on

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the networking or telecom side or because of even data

387
00:26:14,520 –> 00:26:17,640
sovereignty reasons. They want a certain operator to run that,

388
00:26:17,820 –> 00:26:21,710
they could choose that or they could be completely on

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00:26:21,710 –> 00:26:26,380
premise in a private data center with a partner or

390
00:26:26,380 –> 00:26:32,390
in- house staff, some combination managing. There’s complete flexibility in

391
00:26:32,390 –> 00:26:37,030
terms of the operating model, which can be made independent

392
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of choosing a great architecture and choosing a great contact

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center product. All right. Abi, your thoughts? Sure. I actually, everything

394
00:26:45,400 –> 00:26:48,110
like, Todd said, I’ll just add another angle to it from

395
00:26:48,110 –> 00:26:51,520
a personal perspective. All of us in this industry try

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to keep our skill sites up to date, several years

397
00:26:54,330 –> 00:27:00,440
ago it was AWS certification, then a few years ago it was Agile certification, now everybody’s running towards

398
00:27:00,470 –> 00:27:05,750
GCP. So having a solution that provides you the choice

399
00:27:05,940 –> 00:27:09,240
and gives you the control, if you have the resources

400
00:27:09,330 –> 00:27:12,380
to manage it on site, on premise, have at it.

401
00:27:12,750 –> 00:27:16,080
If you have the resources in conjunction with a partner

402
00:27:16,300 –> 00:27:19,510
to manage it in your private cloud, hosted data center,

403
00:27:19,710 –> 00:27:23,140
then you have that option available with a private multi-

404
00:27:23,400 –> 00:27:27,670
cloud solution. If you have tie- ins or buy ins

405
00:27:27,670 –> 00:27:32,160
with AWS or Azure, then you can start leveraging those

406
00:27:32,300 –> 00:27:36,510
resources for your contact center or customer experience solution also.

407
00:27:36,720 –> 00:27:39,940
Or you can turn it all to a systems integrator

408
00:27:40,190 –> 00:27:42,920
and say,” Hey, you do everything for me, give me

409
00:27:42,920 –> 00:27:46,170
your turnkey multi- cloud solution so that we can focus

410
00:27:46,170 –> 00:27:49,330
on our business.” So really the control is what I

411
00:27:49,330 –> 00:27:54,100
would emphasize as part of this solution. Abi, scares me

412
00:27:54,100 –> 00:27:56,790
when he says he got his AWS Certification and then

413
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he loved Azure and then now GCP. What I think

414
00:27:59,970 –> 00:28:02,660
about there is we have so many people in this

415
00:28:02,660 –> 00:28:06,630
industry that are attached or married to one particular provider.

416
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And so when you say that you’re in the AWS

417
00:28:10,050 –> 00:28:14,350
camp, you’re anti Azure and so people are quite divided

418
00:28:14,350 –> 00:28:17,630
along lines sometimes around cloud. I think the message here

419
00:28:17,630 –> 00:28:20,950
is that we know we can support you no matter

420
00:28:20,950 –> 00:28:24,430
what cloud you’re in. All right. So now I’m going

421
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to move us to, by all means, especially on engage,

422
00:28:28,540 –> 00:28:33,060
we service extremely large complex global enterprises. And when you

423
00:28:33,060 –> 00:28:36,420
look at the way that they have designed their partner,

424
00:28:36,420 –> 00:28:41,900
their vendor application system ecosystem, it is a whole bunch.

425
00:28:42,830 –> 00:28:45,490
They’re tapping into different vendors, I know Abi, had even

426
00:28:45,490 –> 00:28:50,120
mentioned earlier on having that best of breed approach. And

427
00:28:50,120 –> 00:28:54,940
so when it comes to multi- cloud architecture, when you’re

428
00:28:54,940 –> 00:28:58,510
looking at the way that we’re setting it up to

429
00:28:58,510 –> 00:29:02,840
go forward with multi- cloud, does it impact the way

430
00:29:02,840 –> 00:29:07,660
that these very large complex customers build that ecosystem out.

431
00:29:09,310 –> 00:29:11,710
Todd, why don’t you take this one because you deal with

432
00:29:11,710 –> 00:29:14,230
a lot of these customers in face- to- face meetings.

433
00:29:14,310 –> 00:29:21,070
A lot of partners too. Again, I’ll go back to

434
00:29:21,070 –> 00:29:24,720
when we saw first- generation CCaaS, a lot of the

435
00:29:25,180 –> 00:29:31,100
direction in the industry and the momentum was towards this

436
00:29:31,100 –> 00:29:37,010
all in one bundle, it’s one thing and it’s everything

437
00:29:37,010 –> 00:29:39,940
that you need. Now. I don’t think the vendors would

438
00:29:39,940 –> 00:29:42,020
go so far as to say close, but it’s everything

439
00:29:42,020 –> 00:29:43,430
you need, which is a way of saying that you

440
00:29:43,430 –> 00:29:45,200
don’t need anything else so which is a way of saying,

441
00:29:45,200 –> 00:29:48,240
they’re not really committed to working with best of breed.

442
00:29:49,900 –> 00:29:51,750
Abi, as you said, that the part of the market

443
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that I deal with every day and customers we deal

444
00:29:55,490 –> 00:29:58,860
with come to the table with their own assets and

445
00:29:58,860 –> 00:30:02,470
various applications that they need to integrate to their contact

446
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center. Sometimes contact center applications, preferences they have around workforce

447
00:30:07,740 –> 00:30:13,640
management or speech recognition or CRM. And when they come

448
00:30:13,640 –> 00:30:18,230
to the table we need to work in a way

449
00:30:18,370 –> 00:30:22,680
with those applications. So integrate to those applications, again, multi-

450
00:30:22,680 –> 00:30:26,230
cloud supports that idea of choice and control around where

451
00:30:26,230 –> 00:30:28,400
you’re running your software and how you’re integrating it to

452
00:30:28,400 –> 00:30:32,530
these various components and what those parameters and security and

453
00:30:32,530 –> 00:30:36,580
networking looks like. So that ability to integrate becomes part

454
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of that bigger multi- cloud storey. Abi, your thoughts on

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this topic? Exactly what, Todd said, that you have the

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ability to go in the direction that you want to

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and not in the direction those who are pitching you

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00:30:53,810 –> 00:30:57,410
a cloud solution want to take you into. Maintain that

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flexibility, choice and control that you always have had with

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your on- premise and private multi- cloud solutions. All right.

461
00:31:06,990 –> 00:31:10,340
So gentlemen, we only have a couple minutes left. So

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00:31:10,340 –> 00:31:14,330
let me ask this quick question. So Todd, again, knowing

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00:31:14,330 –> 00:31:17,920
that you have so much time with our customers, when

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00:31:17,920 –> 00:31:20,050
you talk to them and you start sharing with them,

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00:31:20,060 –> 00:31:23,140
just our approach to multi- cloud, what is their response?

466
00:31:29,240 –> 00:31:33,420
This basically what I would describe as the way they

467
00:31:33,420 –> 00:31:38,170
show up is with relief. The idea that they’ve had

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00:31:38,680 –> 00:31:44,930
sophisticated, complex, large multinational or in some cases, in across

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00:31:44,930 –> 00:31:48,940
many geographies and data center deployments and that’s their current

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00:31:48,940 –> 00:31:52,780
world. And they’re looking at and they’ve been hearing and

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00:31:52,780 –> 00:31:55,330
they’re trying to figure out a cloud strategy. And the

472
00:31:55,330 –> 00:31:59,670
cloud strategy looks completely different from their current environment in

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00:31:59,670 –> 00:32:03,310
how their current environment feels and how they operate. And

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00:32:03,400 –> 00:32:07,510
what multi-cloud gives them is a cloud architecture, a path

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00:32:07,510 –> 00:32:12,470
to cloud with the ability to embrace some of the

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00:32:12,470 –> 00:32:15,550
constraints that they’ve had previously in terms of where they

477
00:32:15,550 –> 00:32:18,580
deploy, who they integrate to, how they control, how they

478
00:32:18,580 –> 00:32:24,600
secure, the software. And so we’re seeing a really positive

479
00:32:24,610 –> 00:32:27,780
reaction from our large enterprise customers in this idea of

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00:32:28,160 –> 00:32:32,650
a path forward to cloud through multi- cloud. Awesome. You

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00:32:32,650 –> 00:32:36,520
mean, I don’t have to give up my solution and

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00:32:36,520 –> 00:32:39,950
infrastructure in which I put so much pains, hard work

483
00:32:39,950 –> 00:32:43,080
into? These are some of the statements that our customers

484
00:32:43,080 –> 00:32:45,700
make back to us when we show them our multi-

485
00:32:45,810 –> 00:32:49,830
cloud architecture. They’re pretty passionate about some of those solutions

486
00:32:50,230 –> 00:32:53,490
that they’ve tied on to. Because they’re just key in

487
00:32:53,490 –> 00:32:55,990
the way that they do customer experience and the way

488
00:32:55,990 –> 00:33:00,440
that they just engage in general. All right. So gentlemen,

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00:33:00,450 –> 00:33:04,280
we are at time, one last question. And with this

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00:33:04,280 –> 00:33:06,910
one, since we are at time, I’m going to hold

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00:33:06,910 –> 00:33:09,920
us all to just a single word answer, so you

492
00:33:09,920 –> 00:33:14,010
get one word. The final question, what is the one

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00:33:14,010 –> 00:33:19,150
word to you that defines multi- cloud? And so Todd,

494
00:33:19,160 –> 00:33:23,240
I’ll start with you. Well, I’m going to answer in one word

495
00:33:23,840 –> 00:33:26,530
but I’m going to expand it. The word would be

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00:33:27,200 –> 00:33:35,080
control. We work with some fantastic companies, some of the

497
00:33:35,080 –> 00:33:39,900
smartest people in this industry are our customers and they

498
00:33:39,900 –> 00:33:44,410
have great ideas around how to manage their software and

499
00:33:46,040 –> 00:33:49,460
what multi- cloud gives them as ability to exert some

500
00:33:49,460 –> 00:33:53,370
of that control over how and where, and in what

501
00:33:53,370 –> 00:33:57,640
manner their software is deployed. Awesome. All right. Abi Chandra.

502
00:33:58,180 –> 00:34:04,610
I always knew you were a control freak. The one

503
00:34:04,610 –> 00:34:08,490
word solution for defining multi- cloud, which comes to my

504
00:34:08,490 –> 00:34:12,440
mind, I’m going to tap into my inner yoga that

505
00:34:12,450 –> 00:34:15,920
I practice. Especially, Bobby, since you introduced me to heart

506
00:34:15,960 –> 00:34:24,090
yoga, is flexibility. The flexibility to control your infrastructure, the flexibility

507
00:34:24,090 –> 00:34:29,680
to control your technology, the flexibility to control your resources

508
00:34:29,920 –> 00:34:35,080
and the flexibility to decide who will manage, administer, install

509
00:34:40,030 –> 00:34:42,930
and configure your CX solution. So for me, that word is flexibility. Excellent. All right. And I will top us out

510
00:34:42,930 –> 00:34:45,790
with my word, as you were both talking that pop

511
00:34:45,790 –> 00:34:47,550
to my head is actually… I don’t know if it’s

512
00:34:47,550 –> 00:34:52,920
a full word, but it’s multi. And when I think

513
00:34:52,920 –> 00:34:55,810
back on this conversation that we had, we talked about

514
00:34:55,810 –> 00:35:02,310
multi- vendor, multi application, multi- deployment, multi- cloud. And so

515
00:35:02,310 –> 00:35:04,680
on that note, I just want to do a huge,

516
00:35:04,680 –> 00:35:07,810
thanks, Todd, Abi, to both of you. I’ve thoroughly enjoyed

517
00:35:07,810 –> 00:35:10,750
this last half hour and Josh, back to you to

518
00:35:11,240 –> 00:35:17,120
close this out. Thanks, Bobby. So unfortunately we are out

519
00:35:17,120 –> 00:35:19,270
of time, I know we have questions in the chat

520
00:35:19,270 –> 00:35:22,830
that we were unable to answer. So don’t fret, we’re

521
00:35:22,830 –> 00:35:25,370
going to answer those questions via email within the next

522
00:35:25,380 –> 00:35:27,340
few business days. So you have a couple of seconds

523
00:35:27,340 –> 00:35:28,810
here before I close this out. If you have any

524
00:35:28,810 –> 00:35:31,240
questions for our speakers today, do me a favor and

525
00:35:31,240 –> 00:35:33,030
just throw those into the Q and A window and we’ll

526
00:35:33,030 –> 00:35:34,930
get back to you via email, as promptly as we

527
00:35:34,930 –> 00:35:39,230
can. Also note, there are resources in the resource list

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00:35:39,230 –> 00:35:41,360
that you could take advantage of right now to learn

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00:35:41,360 –> 00:35:43,730
more about multi- cloud. So I encourage you to click

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00:35:43,730 –> 00:35:47,500
on those before today’s session ends, so that you can

531
00:35:47,770 –> 00:35:50,470
learn as much about multi- cloud and have as much

532
00:35:50,470 –> 00:35:54,160
passion for it as our speakers did today. Also, as

533
00:35:54,160 –> 00:35:55,980
a friendly reminder, if you could please fill out that

534
00:35:55,980 –> 00:35:57,730
survey, that’s going to show up at the end of

535
00:35:57,730 –> 00:36:01,100
today’s webcast as well. We greatly appreciate your feedback, we

536
00:36:01,140 –> 00:36:03,950
tailor these presentations to exactly what you, the audience want

537
00:36:03,950 –> 00:36:06,160
to learn more about. So we would love to collect

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00:36:06,160 –> 00:36:09,950
that feedback for the future presentations from Genesys. And with

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00:36:09,950 –> 00:36:12,930
that on behalf of Bobby, Todd, Abi and the entire

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00:36:12,930 –> 00:36:16,040
Genesys team, we thank you again for joining today’s webcast,

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00:36:16,040 –> 00:36:19,480
why your CX solution must be multi- cloud and might

542
00:36:19,480 –> 00:36:22,160
already be. Until next time, have a good one, everyone.

543
00:36:22,190 –> 00:36:22,270
Thank you.

Meet the Speakers

Tod famous webinar image

Tod Famous
VP Product Management, Engage
Genesys

Bobbi chester

Bobbi Chester
Senior Director Product Marketing
Genesys

Abi

Abi Chandra
Cloud Evangelist
Genesys

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