Your call center, your way: Built in 30 minutes

Monthly Demo Simplicity from the start: Day one with Genesys Cloud [cutoff co_thick="2px"][webinarschedulesingle]Making people happy should be easy. And with Genesys Cloud, it is. But don’t take our word for it. Join our next product demo to see what day one with Genesys Cloud looks like. See how easy it is to use real-time analytics to manage queues, coach employees and drive better results. Learn how administrators can simplify tasks, like scheduling, script creation and more. Explore the ease in which agents can request schedule changes, see performance metrics and manages all channels from a single screen. Make it easy to delight your customers from the start with the all-in-one solution from Genesys.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001l0jyQAA"] Meet the Speaker Brad Forsythe Senior Strategic Sales Consultant Genesys

Demo Webinar Why your CX solution must be multicloud (and might already be) [cutoff co_thick="2px"][webinarschedule]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.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001l09RQAQ"] Meet the Speakers Tod Famous VP Product Management, Engage Genesys Bobbi Chester Senior Director Product Marketing Genesys Abi Chandra Cloud Evangelist Genesys

Demo Webinar Connect the dots with Genesys and Adobe Featuring guest speakers from Adobe and IDC Break down the data silos between sales, marketing and service for more connected customer experiences [cutoff co_thick="2px"][webinarschedule]The events of 2020 changed the customer experience irrevocably. And 2021 is on course to do the same. Keeping up with customer expectations for personalization requires creating truly connected experiences. This all starts with the data your brand uses daily. Organizations must break down data silos between marketing, commerce, sales and service departments, ensuring every interaction is as seamless as possible. Join IDC, Adobe and Genesys in this live webinar to learn how to: Manage the rise of digital-first customer expectations Eliminate data silos by integrating Genesys Cloud and Adobe Experience Platform Turn data into actionable insights that deliver results Enable more intelligent, individualized customer interactions [mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001l0LrQAI"] Meet the Speakers Alan Webber Guest Speaker Program VP, Customer Experience IDC Sridhar Jayakumar Guest Speaker Principal Product Manager Adobe Dan Arra VP, Sales Genesys AI Genesys

Analyst Webinar 2021 Contact Center Buyers Guide Webinar [cutoff co_thick="2px"][webinarschedule]The technology landscape continues to evolve -- even as we move into a post-pandemic world. Keeping pace with the dramatic industry changes while balancing priorities, budget and resources is challenging -- but not impossible. Join us on January 19, as we analyze the top trends predicted for 2021 and provide some practical advice on navigating these changes in this new year and beyond. On the agenda: Identify and prioritize the essential capabilities that drive a modern contact center Explore the forces driving the urgency for cloud Understand why major analysts are now only evaluating cloud contact center solutions Provide guidance on what to look for in a product roadmap Whether you’re actively shopping for a cloud contact center solution -- or simply staying on top of market trends, this session will be a great use of your time.[cutoff co_thick="2px"]1 00:00:08,930 --> 00:00:12,390 Good morning, evening and afternoon, everyone. This is Josh Reed 2 00:00:12,390 --> 00:00:14,760 from the Digital Events team here at Genesys, and let 3 00:00:14,760 --> 00:00:16,820 me start by saying welcome and thank you all for 4 00:00:16,820 --> 00:00:22,300 joining this 2021 Contact Center Buyers Guide Webinar. As I 5 00:00:22,300 --> 00:00:24,330 usually do, I want to take a few minutes here 6 00:00:24,330 --> 00:00:26,870 in the beginning to go over a few housekeeping items 7 00:00:26,870 --> 00:00:29,260 to ensure that you have the best experience viewing today's 8 00:00:29,260 --> 00:00:33,500 presentation. First off, if you do experience any problems or 9 00:00:33,950 --> 00:00:36,960 issues viewing or listening to today's presentation, do me a 10 00:00:36,960 --> 00:00:39,480 favor and refresh your browser and make sure that it 11 00:00:39,480 --> 00:00:42,410 is indeed up to date. It also might help to 12 00:00:42,410 --> 00:00:45,170 switch over to something like Chrome or Firefox as well, 13 00:00:45,310 --> 00:00:47,490 as these are the best browsers to support the webcast 14 00:00:47,490 --> 00:00:51,330 platform. Also note that if you're having trouble seeing any 15 00:00:51,330 --> 00:00:53,670 of the content on the slides, you do have the 16 00:00:53,670 --> 00:00:56,350 ability to enlarge that slide window by dragging any of 17 00:00:56,350 --> 00:00:58,520 the corners or hitting the full screen button to the 18 00:00:58,520 --> 00:01:03,740 top right. Also note that this webcast is designed to 19 00:01:03,740 --> 00:01:06,270 be an interactive experience between you and our presenters today, 20 00:01:06,550 --> 00:01:08,570 so at any time during the webcast you can submit 21 00:01:08,570 --> 00:01:12,090 your questions into the Q& A window below the slide, and 22 00:01:12,090 --> 00:01:13,680 we'll get to as many as we can during our 23 00:01:13,680 --> 00:01:16,420 live Q& A at the end of the presentation. However, 24 00:01:16,420 --> 00:01:18,620 sometimes time gets away from us and if that does 25 00:01:18,620 --> 00:01:21,180 happen and we don't answer your question aloud, we'll just 26 00:01:21,180 --> 00:01:23,410 follow up with you via email within the next few 27 00:01:23,410 --> 00:01:28,030 business days. Please note that this is indeed being recorded, 28 00:01:28,030 --> 00:01:29,580 so if you have to jump to another meeting or 29 00:01:29,580 --> 00:01:31,740 anything like that and you miss part of the presentation, 30 00:01:31,740 --> 00:01:33,780 that's okay, you're going to receive a link to the 31 00:01:33,780 --> 00:01:36,830 on- demand recording via email from ON24 within the next 32 00:01:36,830 --> 00:01:40,100 few business days. I'll also encourage you to feel free 33 00:01:40,100 --> 00:01:42,240 to go ahead and click that link in the resource 34 00:01:42,240 --> 00:01:45,630 box below the slides as well, next to the Q& A window and that'll 35 00:01:45,630 --> 00:01:47,520 open up in a new tab in your browser, and 36 00:01:47,520 --> 00:01:50,110 that's going to expand on today's topic on the context 37 00:01:50,110 --> 00:01:54,870 in our buyer's guide. Lastly, we welcome and appreciate your 38 00:01:54,870 --> 00:01:57,380 feedback, so you'll have the opportunity to fill out a short 39 00:01:57,380 --> 00:01:59,150 survey that's going to show up at the end of today's 40 00:01:59,150 --> 00:02:01,960 presentation. That survey can be found at the last icon 41 00:02:01,960 --> 00:02:04,590 below, but it's going to allow us to tailor these 42 00:02:04,590 --> 00:02:06,960 presentations to exactly what you want to hear in the 43 00:02:06,960 --> 00:02:13,350 future of Genesys webinars. Like I said, short and sweet. Today 44 00:02:13,350 --> 00:02:16,200 we have two excellent presenters excited to analyze the top 45 00:02:16,200 --> 00:02:19,960 trends predicted for 2021 and provide some practical advice on 46 00:02:19,960 --> 00:02:23,130 navigating these changes in the new year and beyond. I'm 47 00:02:23,130 --> 00:02:26,070 happy to introduce to you Sheila McGee- Smith, the founder 48 00:02:26,070 --> 00:02:29,040 and principal analyst to McGee Smith Analytics as well as 49 00:02:29,040 --> 00:02:31,930 Janelle Dieken, the senior vice president of content marketing here 50 00:02:31,930 --> 00:02:34,560 at Genesys. With that being said, I'm going to hand 51 00:02:34,560 --> 00:02:37,490 things over to Sheila to kick us off. Sheila, the 52 00:02:37,490 --> 00:02:41,920 floor is yours. Thank you, Josh, and nice to be 53 00:02:41,920 --> 00:02:45,280 working with you again, Janelle. Likewise. Happy new year, everyone. 54 00:02:46,460 --> 00:02:48,470 I may not be your first Genesys webinar, but it's 55 00:02:48,470 --> 00:02:51,810 my first Genesys webinar for 2021, so what the heck. 56 00:02:53,330 --> 00:02:58,070 Before we dive into 2021, I thought we'd step back 57 00:02:58,070 --> 00:03:03,410 just a little to 2020. As we moved into 2020, 58 00:03:03,920 --> 00:03:08,550 the predictions then were an increased need for digital engagement 59 00:03:11,690 --> 00:03:16,060 and ways that we could integrate digital engagement with live 60 00:03:16,060 --> 00:03:19,970 agents because just more and more were looking for those 61 00:03:20,460 --> 00:03:26,700 digital channels. Virtual bots, virtual agents, whatever we call them, 62 00:03:26,760 --> 00:03:32,040 intelligent virtual assistants, other types of artificial intelligence and machine 63 00:03:32,040 --> 00:03:37,910 learning, we're primarily in the investigation and early adopter phase. 64 00:03:37,910 --> 00:03:41,070 So there's some people trying it for small use cases, 65 00:03:41,180 --> 00:03:44,660 but it's still very early stages. The move to the 66 00:03:44,660 --> 00:03:50,150 cloud was increasingly being considered to be inevitable, but for 67 00:03:50,150 --> 00:03:53,760 a lot of companies it was still allowing for a 68 00:03:54,370 --> 00:03:58,270 one to three- year planning cycle, there was no immediacy 69 00:03:58,270 --> 00:04:02,320 around it. If you think about it, just a year ago UCaaS 70 00:04:03,130 --> 00:04:05,920 as a service and Contact Center as a service were 71 00:04:05,920 --> 00:04:11,290 generally considered to be separate decisions. Sometimes those were being 72 00:04:11,290 --> 00:04:13,870 made together, but more often than not those were separate 73 00:04:13,870 --> 00:04:22,060 decisions. When companies thought about APIs and platform features for 74 00:04:22,060 --> 00:04:27,790 their contact centers, those were considered possibilities that might become 75 00:04:27,790 --> 00:04:32,350 relevant in the future and were worthy of investigation, but 76 00:04:32,350 --> 00:04:34,890 it wasn't a, " Oh my gosh, what does my vendor 77 00:04:34,890 --> 00:04:39,720 have there?" Kind of a thing yet. As we then 78 00:04:39,720 --> 00:04:44,520 flash forward to 2021, and not to that but to 79 00:04:44,520 --> 00:04:52,910 2021, what happened? What happened during 2020 is that the 80 00:04:52,910 --> 00:04:55,150 things that we were worried about, the things we were 81 00:04:55,150 --> 00:05:00,560 thinking about, didn't change as much as the immediacy changed. 82 00:05:00,660 --> 00:05:04,870 It was the timing, the urgency, that changed. So the 83 00:05:04,870 --> 00:05:08,500 same things are in the word cloud, but suddenly there's 84 00:05:08,500 --> 00:05:12,750 an increased need for digital engagement methods that are unified 85 00:05:12,750 --> 00:05:17,950 with voice agent capabilities, because of everyone, every business having 86 00:05:17,950 --> 00:05:21,930 to move to eCommerce, because of shelter- in- place orders 87 00:05:22,050 --> 00:05:27,180 sent agents home, kept people home and as we're seeing 88 00:05:27,180 --> 00:05:34,040 now in 2021, continues to cycle as geographic areas, as 89 00:05:34,390 --> 00:05:38,920 municipalities and countries come in and out of lockdown states. 90 00:05:39,500 --> 00:05:43,540 So what was nice to have a year ago is 91 00:05:44,060 --> 00:05:47,890 the only way we can do business in 2021. The 92 00:05:47,890 --> 00:05:52,560 rise in remote agents also put our new focus on 93 00:05:52,560 --> 00:05:56,940 workforce engagement management because now, all the things that we 94 00:05:56,940 --> 00:05:59,530 used to be able to do with agents in place 95 00:05:59,880 --> 00:06:03,060 in the office, things like how we hire, how we 96 00:06:03,060 --> 00:06:07,490 support the agents, how we coach and train them, now 97 00:06:07,490 --> 00:06:10,220 we have to figure out how to do that remotely. 98 00:06:11,270 --> 00:06:13,920 A lot of times, some of those tools are embedded 99 00:06:13,920 --> 00:06:18,460 in workforce engagement management solutions that companies may have had 100 00:06:18,470 --> 00:06:20,850 in the solutions they have, may have had those options, 101 00:06:21,050 --> 00:06:23,820 but never really deployed them. A great example, I think, 102 00:06:23,820 --> 00:06:30,010 is gamification. The adoption rate of gamification coming into 2020 103 00:06:30,470 --> 00:06:34,520 was relatively low, and suddenly that was the kind of 104 00:06:34,520 --> 00:06:37,900 application that companies realized, " This is going to help me with 105 00:06:37,900 --> 00:06:40,570 my agents. This is going to help me with agent 106 00:06:40,690 --> 00:06:44,830 engagement, it can also help with coaching, there's a lot 107 00:06:44,830 --> 00:06:48,350 of different elements." So again, something that was important, it became 108 00:06:48,350 --> 00:06:56,080 more important. Virtual agents, bots, AI, were often fast tracked 109 00:06:56,170 --> 00:07:01,940 to handle what became unheard of interaction demand. I mean, 110 00:07:01,940 --> 00:07:05,070 I'm always drawn to the case that Janelle is going 111 00:07:05,070 --> 00:07:08,170 to talk about, one of these case studies later on in the 112 00:07:08,170 --> 00:07:14,270 hour, of millions of people going on unemployment and hitting 113 00:07:14,620 --> 00:07:19,760 unemployment contact centers that were simply unprepared and unable to 114 00:07:19,760 --> 00:07:22,930 handle the sheer volume. And just the quickness with which 115 00:07:22,930 --> 00:07:30,020 companies and governments installed chat bots and voice bots to 116 00:07:30,020 --> 00:07:32,400 be able to answer those interactions, which is something that 117 00:07:32,400 --> 00:07:35,470 happened much more quickly than anybody would've thought a year 118 00:07:35,470 --> 00:07:41,230 earlier. Then, with respect to platform and APIs, I think 119 00:07:41,230 --> 00:07:47,130 the ability to quickly redesign and customize customer experience became, 120 00:07:47,130 --> 00:07:51,960 again, more of a necessity because what platform and API 121 00:07:52,020 --> 00:07:56,050 allows you to do, is to drive down into the 122 00:07:56,050 --> 00:07:59,650 business operation, the ability to make the kind of changes 123 00:07:59,820 --> 00:08:04,470 that might be required by rapidly changing conditions. And with 124 00:08:04,940 --> 00:08:08,380 what's going on, conditions are changing all the time. Great 125 00:08:08,380 --> 00:08:13,150 example, my in- laws live in South Carolina, they opened 126 00:08:13,150 --> 00:08:16,280 up the ability to sign up for vaccines last week, 127 00:08:16,550 --> 00:08:20,950 they're both well into their 90s and they both signed 128 00:08:20,950 --> 00:08:25,550 up, all good. Lot of remote help by their daughter- 129 00:08:25,550 --> 00:08:28,880 in- law, but they signed up. And then, this morning 130 00:08:28,880 --> 00:08:31,920 get a call to say, " We no longer have a 131 00:08:32,210 --> 00:08:35,960 supply of vaccines so we're going to have to reschedule." So 132 00:08:35,960 --> 00:08:39,980 things that even were taking one interaction, the email interaction 133 00:08:40,030 --> 00:08:43,410 setup, now there's phone calls that have to happen because 134 00:08:43,740 --> 00:08:47,770 supplies aren't in, so just the requirement to be able 135 00:08:47,770 --> 00:08:51,260 to change things quickly and driving that down to the 136 00:08:51,260 --> 00:08:54,940 contact center and not requiring IT, again, much more of 137 00:08:54,940 --> 00:08:58,020 a need today than we saw even a year ago. 138 00:09:00,370 --> 00:09:02,820 So we're going to go to our first poll, Janelle, and we're 139 00:09:02,820 --> 00:09:05,420 going to ask all of you, this is the first 140 00:09:05,640 --> 00:09:08,290 of three polls that we're going to do. We're going 141 00:09:08,290 --> 00:09:13,210 to ask, " What is your strategy for using cloud technology 142 00:09:13,210 --> 00:09:18,700 to support customer experience?" Are using Contact Center as a 143 00:09:18,710 --> 00:09:24,710 Service? Do you have a private cloud? Are you today 144 00:09:24,760 --> 00:09:31,690 combining clouds application with on- premises or hosted solutions? Are 145 00:09:31,690 --> 00:09:35,140 you on- premises, and there's certainly a lot of companies 146 00:09:35,140 --> 00:09:39,420 whose contact centers remain on- premises, or are you in 147 00:09:39,420 --> 00:09:44,850 an evaluation stage? We're hoping we caught all the choices 148 00:09:44,850 --> 00:09:49,960 there, we will work on the choices because that was part of this. So 149 00:09:49,960 --> 00:09:52,860 I'm going to ask you, Janelle, what do you think 150 00:09:52,860 --> 00:09:57,010 is going to come in as number one? Well, I think 151 00:09:57,010 --> 00:09:59,790 it depends on who our audience is today. I think 152 00:09:59,790 --> 00:10:03,310 if it's a lot of small, mid- size companies, we'll 153 00:10:03,310 --> 00:10:06,480 see a vast majority on the first. But larger enterprise, 154 00:10:06,480 --> 00:10:09,350 here at Genesys, we're seeing a bit of mixed bag 155 00:10:09,600 --> 00:10:13,870 with multi cloud options that provide that flexibility of cloud 156 00:10:13,870 --> 00:10:18,940 with that range of control that companies are still comfortable 157 00:10:18,940 --> 00:10:21,760 with. I think there could be more options if you break out 158 00:10:22,000 --> 00:10:26,810 what's customer operated, we see some going system- integrated operated 159 00:10:26,810 --> 00:10:32,370 but customer owned and managed, so it'll be interesting. I 160 00:10:32,370 --> 00:10:34,870 think we'll see a mixed bag but I'm placing my 161 00:10:34,870 --> 00:10:39,350 bets majority on A, what do you think, Sheila? Its 162 00:10:39,350 --> 00:10:43,620 interesting when I think about some of my analyst colleagues 163 00:10:43,680 --> 00:10:46,530 and the reports that are written about the contact center 164 00:10:46,530 --> 00:10:49,990 market. One of the leading analyst firms has decided that 165 00:10:49,990 --> 00:10:52,580 Contact Center as a Service is the only thing we need 166 00:10:52,580 --> 00:10:56,630 to look at, that's all there is. I think what 167 00:10:56,630 --> 00:10:59,640 we're going to find here, is that the whole world 168 00:10:59,640 --> 00:11:02,290 doesn't think the same way as they do, that there 169 00:11:02,530 --> 00:11:07,090 are people who are on lots of different types of 170 00:11:07,090 --> 00:11:11,900 systems. Where that might be an end goal, Contact Center as 171 00:11:11,900 --> 00:11:15,160 a Service, that end goal could be 10 years away 172 00:11:15,250 --> 00:11:18,370 for a lot of businesses. Let's see what our audience 173 00:11:18,370 --> 00:11:24,060 has to say, drum roll. Look at that! You win 174 00:11:24,060 --> 00:11:30,960 there, 45% are on Contact Center as a Service- Yeah, the 175 00:11:30,960 --> 00:11:34,700 majority, it's interesting to see hybrid. We see that, too, 176 00:11:34,700 --> 00:11:38,660 as a stepping stone along the way, to grab that 177 00:11:38,660 --> 00:11:43,550 innovation while still leveraging existing investments, so that's interesting to 178 00:11:43,550 --> 00:11:46,400 see and quite a few on the phone still evaluating 179 00:11:46,400 --> 00:11:50,560 so hopefully they can capture some of the lessons from 180 00:11:50,560 --> 00:11:54,830 the case studies ahead, too. Yeah. I guess I'm even 181 00:11:54,830 --> 00:11:59,900 a little surprised that they're still evaluating, that it's that high, 182 00:11:59,900 --> 00:12:03,500 it's actually our number two response. But like you, not 183 00:12:03,620 --> 00:12:08,560 surprised with hybrid, on- premise is so low. Yeah. So 184 00:12:08,560 --> 00:12:13,330 even though we know that about 75% of agents, as 185 00:12:13,330 --> 00:12:17,190 we enter 2021, are still served by a premises- based 186 00:12:17,190 --> 00:12:22,600 contact center, just by the numbers, most of those companies 187 00:12:22,600 --> 00:12:26,370 are looking at options. They're either evaluating or they've done 188 00:12:26,370 --> 00:12:30,140 some hybrid, and hybrid can really broad, right? It could mean 189 00:12:30,140 --> 00:12:33,000 I have Contact Center as a Service for contact center, 190 00:12:33,400 --> 00:12:37,300 but I'm still doing premises for workforce management, so hybrid 191 00:12:37,300 --> 00:12:40,260 is going to be a very common choice, as we see. So good 192 00:12:40,260 --> 00:12:42,960 data, that's why we like to ask the audience, excellent. 193 00:12:43,240 --> 00:12:48,760 Thank you, audience. So, moving on. So, one of the things that we talked about 194 00:12:49,510 --> 00:12:51,860 that was present in 2020, which was the need for 195 00:12:51,860 --> 00:12:57,840 digital engagement, and persists even more strongly in 2021 is 196 00:12:57,840 --> 00:13:02,670 this notion of digital and digital- first and digital- everything, 197 00:13:03,070 --> 00:13:08,830 but I'm going to start with the retail apocalypse. We 198 00:13:08,830 --> 00:13:14,330 saw so many retailers go out of business in 2020, 199 00:13:14,650 --> 00:13:18,700 but in reality the demise of retail started 10 years 200 00:13:18,700 --> 00:13:22,300 ago. You can almost tie it a little bit to 201 00:13:22,550 --> 00:13:26,770 the birth of eCommerce in that period. So the store 202 00:13:26,770 --> 00:13:31,780 closings started back in 2010 in Toys R Us and 203 00:13:32,120 --> 00:13:35,570 companies like that. Part of it was a shift in 204 00:13:35,570 --> 00:13:42,860 consumer habits; experience spending versus buying things, and you're nodding, 205 00:13:42,870 --> 00:13:45,710 Janelle, and I know it impacted the way I lived 206 00:13:45,710 --> 00:13:49,040 my life in that decade, right? My husband and I 207 00:13:49,040 --> 00:13:53,150 were much more likely to go and take a great 208 00:13:53,150 --> 00:13:58,280 trip than we were to buy another television. Let's go 209 00:13:58,280 --> 00:14:00,640 see Costa Rica while it's still there and we're young 210 00:14:00,640 --> 00:14:04,020 enough to still do it, that kind of thing. Casual 211 00:14:04,020 --> 00:14:09,390 fashion due to relaxed dress codes. I came into the 212 00:14:09,390 --> 00:14:12,090 business world in the 80s when it was suits and ties 213 00:14:12,090 --> 00:14:17,430 for men and women and pumps every day. That changed, 214 00:14:17,520 --> 00:14:21,070 so we didn't have that need to have multiple wardrobes 215 00:14:21,140 --> 00:14:23,400 that we had in the past. And there was, as 216 00:14:23,400 --> 00:14:28,400 I said, that rise of eCommerce, but goodness gracious, it 217 00:14:28,400 --> 00:14:34,180 was certainly amplified during 2020. These are 29 retailers who 218 00:14:34,180 --> 00:14:38,650 filed for bankruptcy in 2020. Some of these may survive, 219 00:14:39,520 --> 00:14:42,160 I fear many of them will not, that we'll never 220 00:14:42,160 --> 00:14:46,210 see them come back again. So you see something like 221 00:14:46,210 --> 00:14:48,830 this and you look at that list and say, " Lord& 222 00:14:49,040 --> 00:14:53,300 Taylor, that's a place I used to go. Neiman Marcus, 223 00:14:53,790 --> 00:14:56,970 they had my size shoes." I used to get them, 224 00:14:58,140 --> 00:15:01,010 so what do I do? Well, I go online but 225 00:15:01,010 --> 00:15:05,780 I need better digital support. I need better digital contact 226 00:15:05,780 --> 00:15:08,350 center support than I needed before when I could just 227 00:15:08,350 --> 00:15:14,280 go back to a store and return something. Looking at 228 00:15:14,280 --> 00:15:17,520 the retail apocalypse and saying it didn't just start in 229 00:15:17,530 --> 00:15:21,310 2020, you can think about, or I thought about it 230 00:15:21,310 --> 00:15:25,110 as, was it a little bit self- created? Think about 231 00:15:25,160 --> 00:15:27,910 when you did go to a mall or a department 232 00:15:27,910 --> 00:15:31,030 store in the last 10 years. There was a sense 233 00:15:31,780 --> 00:15:35,740 that those retailers were more retail centric, more about themselves, 234 00:15:36,080 --> 00:15:40,860 that we had to conform to their behavior. Best example 235 00:15:40,860 --> 00:15:45,650 for me is trying to find a cashier, sometimes it 236 00:15:45,650 --> 00:15:48,680 was the most frustrating thing to do, " I have this 237 00:15:48,680 --> 00:15:50,290 thing, I want to buy it, I want to give 238 00:15:50,290 --> 00:15:53,270 you money, where is that person I can give money 239 00:15:53,270 --> 00:15:57,550 to?" And you couldn't find them. The customer came second, 240 00:15:57,620 --> 00:16:00,620 the way they ran their operation came first and what 241 00:16:00,620 --> 00:16:04,400 we all learned as consumers is eCommerce is very consumer 242 00:16:04,400 --> 00:16:09,850 centric. Online, we're in control so that shift was happening 243 00:16:09,850 --> 00:16:17,160 not just because of COVID, but because retailers weren't taking 244 00:16:17,160 --> 00:16:19,390 care of their customers the same way. So it's a 245 00:16:19,390 --> 00:16:25,320 digital transformation shift as well. But I think, just as 246 00:16:25,320 --> 00:16:27,430 we find in the contact center, that the combination of 247 00:16:27,430 --> 00:16:32,730 digital engagement and live agents is the best combination. Hopefully 248 00:16:32,730 --> 00:16:35,750 we'll come to a nice balance, once COVID is over, 249 00:16:36,140 --> 00:16:40,140 of having stores to go do things with and having 250 00:16:40,140 --> 00:16:43,230 eCommerce for the times when that's the most expedient way 251 00:16:43,230 --> 00:16:46,010 to do things, and tie things together like we try 252 00:16:46,010 --> 00:16:51,410 and do in the contact center. It's not just retail, 253 00:16:51,520 --> 00:16:57,080 obviously, that has moved toward a more digital transformation and 254 00:16:57,080 --> 00:17:03,000 moved more quickly because of COVID. This is the mayor 255 00:17:03,050 --> 00:17:08,480 of Los Angeles speaking on television in August of 2020, 256 00:17:09,130 --> 00:17:18,010 and his comments are, in order to survive, governments, too, 257 00:17:18,010 --> 00:17:22,610 have to become more digital, that city services should be 258 00:17:22,610 --> 00:17:26,720 just as smooth and easy, and as efficient as everything 259 00:17:26,720 --> 00:17:30,900 you can do online. Now, COVID forced that because government 260 00:17:30,900 --> 00:17:33,760 offices had to close, but it's a little bit like 261 00:17:33,760 --> 00:17:39,310 that retail story where perhaps government was behind the curve 262 00:17:39,310 --> 00:17:41,760 in terms of where they should've been with digital transformation, 263 00:17:42,750 --> 00:17:45,850 but COVID certainly brought it to the fore in 2020. 264 00:17:47,790 --> 00:17:51,750 And then telehealth, just another example of a business that, 265 00:17:52,360 --> 00:17:56,030 the technology was there, the capabilities were there and yet, 266 00:17:56,590 --> 00:17:59,570 as a consumer I felt like the availability wasn't there. 267 00:18:00,400 --> 00:18:03,560 My general practitioner did not make it easy for me 268 00:18:03,560 --> 00:18:07,210 to do a telehealth visit a year ago, today I 269 00:18:07,210 --> 00:18:12,600 can and it's good for both of us. COVID- 19 270 00:18:12,600 --> 00:18:17,160 just catapulted telehealth forward by decades, in a few months. 271 00:18:17,520 --> 00:18:21,680 Teladoc, which is a global leader in virtual care, predicted 272 00:18:21,680 --> 00:18:26,670 that 2020 revenue would be twice that of 2019, driven 273 00:18:26,670 --> 00:18:30,210 by the demand for these virtual care solutions and there 274 00:18:30,210 --> 00:18:36,000 are already signs that future telehealth will persist, that even 275 00:18:36,000 --> 00:18:41,610 after this crisis is over, Teladoc is expecting 30 to 276 00:18:41,610 --> 00:18:45,890 40% growth for the next four years. Doesn't surprise me 277 00:18:45,890 --> 00:18:48,550 because once you've done it, boy, is it easier than 278 00:18:48,550 --> 00:18:50,650 getting in your car and driving 20 minutes, if you're 279 00:18:50,650 --> 00:18:54,680 lucky enough to be 20 minutes away and it didn't snow 20 inches overnight. 280 00:18:57,870 --> 00:18:59,300 I'm going to turn it over to you, Janelle, to 281 00:18:59,300 --> 00:19:02,130 talk about a great Genesys customer in the telehealth area. 282 00:19:03,330 --> 00:19:05,770 Certainly, but maybe even before I do that, when you 283 00:19:05,770 --> 00:19:09,710 were talking about the retail apocalypse, it actually reminded me 284 00:19:09,710 --> 00:19:14,350 of one of our marquee retail customers, TechStyle Fashion Group. 285 00:19:14,350 --> 00:19:17,510 If you're not familiar with TechStyle, the most common brand 286 00:19:17,510 --> 00:19:20,670 I know of is Fabletics but they offer about five 287 00:19:20,670 --> 00:19:25,880 brands that are celebrity marketed, active wear and footwear through 288 00:19:25,880 --> 00:19:28,920 the rise of subscription services that's going on with retail, 289 00:19:28,920 --> 00:19:33,300 too. So you can imagine their exceptional growth last year, 290 00:19:33,560 --> 00:19:36,990 all fueled by being ahead of the game on that 291 00:19:37,040 --> 00:19:41,770 omnichannel and real eCommerce and really going that method from 292 00:19:41,770 --> 00:19:46,430 the get- go with their business model. But onto telehealth, 293 00:19:46,430 --> 00:19:50,540 there's no question that the healthcare industry is changing out 294 00:19:50,540 --> 00:19:54,380 there. We meet with healthcare companies around the globe and 295 00:19:54,380 --> 00:19:59,060 we're seeing that digital transformation with that cloud agility is 296 00:19:59,060 --> 00:20:02,830 absolutely a business imperative. That couldn't have been more true 297 00:20:02,850 --> 00:20:07,430 for Company Nurse, both before and after the pandemic hit. 298 00:20:07,940 --> 00:20:11,010 If you're not familiar with Company Nurse, they offer nurse 299 00:20:11,010 --> 00:20:15,810 triaging for accidents in the workplace and if we back 300 00:20:15,810 --> 00:20:20,370 up prior to them moving forward with Genesys Cloud, they 301 00:20:20,370 --> 00:20:24,940 were on legacy on- premises solution, voice only. They were 302 00:20:24,950 --> 00:20:28,220 having problems because it couldn't scale the way they wanted, 303 00:20:28,430 --> 00:20:32,140 wouldn't provide the results that they need, expensive to maintain. 304 00:20:33,200 --> 00:20:36,060 They couldn't integrate it with any sort of digital channels 305 00:20:36,060 --> 00:20:39,030 and it was really preventing them, too, from staying up 306 00:20:39,030 --> 00:20:42,010 to speed with that realtime visibility that they needed in 307 00:20:42,010 --> 00:20:45,570 the moment. If you were to go back in time 308 00:20:45,570 --> 00:20:49,370 and take a peek at the essential capabilities that they 309 00:20:49,370 --> 00:20:53,530 were looking for in their buyer guide, think of easy 310 00:20:53,970 --> 00:20:59,750 digital platform to support multichannel, integrated workforce engagement across those 311 00:20:59,750 --> 00:21:04,300 channels, as well as integration from that platform perspective, like 312 00:21:04,340 --> 00:21:07,710 Sheila, you talked about earlier, with their existing systems as 313 00:21:07,710 --> 00:21:10,730 well as the ability to adapt to new applications easily, 314 00:21:11,080 --> 00:21:13,840 and they got that with cloud. As you can see 315 00:21:13,840 --> 00:21:17,680 from the CTO quote over there to the right, their 316 00:21:17,680 --> 00:21:20,840 contact center, they really saw as mission critical to their 317 00:21:20,840 --> 00:21:25,020 business, 70% of it being revenue generating, so they needed 318 00:21:25,020 --> 00:21:28,020 a solution that they could also switch to in a 319 00:21:28,020 --> 00:21:30,550 matter of weeks or less, which they did. So that 320 00:21:30,550 --> 00:21:34,070 agility to be able to migrate simply with expertise was 321 00:21:34,070 --> 00:21:38,370 also really important to them as an essential capability. You 322 00:21:38,370 --> 00:21:42,650 can see the results listed there, tremendous results that equated 323 00:21:42,650 --> 00:21:47,690 to lower total cost of ownership, improved employee productivity, but 324 00:21:47,690 --> 00:21:50,490 that's actually not my favorite part of this story. My 325 00:21:50,490 --> 00:21:52,760 favorite part of this story, if you were to Google 326 00:21:52,760 --> 00:21:57,380 after this, take a moment, Company Nurse, it's our Genesys 327 00:21:57,600 --> 00:22:02,760 podcast. We had a guest, the CTO, Henry, who talks 328 00:22:02,760 --> 00:22:07,470 about their pivotal decision back in February, March last year, 329 00:22:07,510 --> 00:22:11,770 early days of COVID-19, where they had to shift their 330 00:22:11,770 --> 00:22:15,180 entire business model. You can imagine nurse triaging in the 331 00:22:15,180 --> 00:22:20,110 workplace, companies shifting to work from home, nurse triage isn't 332 00:22:20,110 --> 00:22:23,580 needed as much, right? So they went to their customers 333 00:22:23,580 --> 00:22:26,530 and they asked what they needed instead, and within a 334 00:22:26,530 --> 00:22:31,330 month from idea, they had an MVP ready that they 335 00:22:31,330 --> 00:22:35,570 were the first out there to offer a COVID digital 336 00:22:35,570 --> 00:22:39,060 screening app, and in that month they integrated it to 337 00:22:39,060 --> 00:22:42,690 their digital, their voice, their SMS, their callback channels with 338 00:22:42,690 --> 00:22:45,750 Genesys Cloud, to not only grow their business to record- 339 00:22:45,750 --> 00:22:49,990 breaking results during this time, but perhaps more importantly, meeting 340 00:22:49,990 --> 00:22:53,360 their customers' needs without having to do mass layoffs in 341 00:22:53,360 --> 00:22:56,630 their employee base that others were facing in the health 342 00:22:56,630 --> 00:23:01,010 space. So tremendous story both pre- pandemic as well as 343 00:23:01,010 --> 00:23:04,490 post- pandemic that I think really speaks to the power 344 00:23:04,490 --> 00:23:19,260 of digital transformation with cloud agility there. Hey, Sheila. I 345 00:23:19,260 --> 00:23:29,080 think you're muted. I always do that to be polite 346 00:23:29,080 --> 00:23:31,960 to the speaker before me, and then I'm not polite 347 00:23:31,960 --> 00:23:34,580 when I start talking and nobody can hear me, but 348 00:23:34,580 --> 00:23:38,070 life goes on so thank you, Josh, for letting me 349 00:23:38,070 --> 00:23:43,640 know. So when you have digital engagement and you're introducing 350 00:23:43,640 --> 00:23:47,480 it into your contact center, part of that story is 351 00:23:47,730 --> 00:23:54,820 also building on the channel agents, because omnichannel agents are who 352 00:23:54,820 --> 00:23:58,850 you need to do all of this fantastic work of 353 00:23:58,850 --> 00:24:01,760 integrating all of these channels and doing all of this. 354 00:24:02,150 --> 00:24:07,710 But omnichannel agents are not born, they are made and 355 00:24:07,710 --> 00:24:13,880 they're made by having workforce engagement management solutions that can 356 00:24:15,050 --> 00:24:19,090 handle all of the channels. So it's interesting, over the 357 00:24:19,090 --> 00:24:21,830 last couple of years when I was still doing speaking 358 00:24:21,830 --> 00:24:24,660 engagements where people were in front of me, one of 359 00:24:24,660 --> 00:24:26,930 the questions I would ask is, " How many of you 360 00:24:26,930 --> 00:24:33,490 are using a workforce monitoring system that just handles voice?" 361 00:24:34,220 --> 00:24:37,970 And it would be amazing what a high proportion of 362 00:24:37,970 --> 00:24:41,160 the audience members would say that their quality monitoring was 363 00:24:41,160 --> 00:24:44,720 just for voice. So we can't build omnichannel agents if 364 00:24:44,720 --> 00:24:49,050 we don't have tools that address all of the channels. 365 00:24:49,290 --> 00:24:51,950 So as you move toward digital engagement, you have to 366 00:24:51,950 --> 00:24:55,530 sort of bring in that workforce engagement part of it. 367 00:24:56,500 --> 00:24:58,620 The other, to me, one of the elements of building 368 00:24:58,620 --> 00:25:03,370 an omnichannel agent is sort of a mindset twist, which 369 00:25:03,370 --> 00:25:07,300 is typically in the context in how we think about handling this interaction, 370 00:25:07,780 --> 00:25:14,320 this transaction, single transaction resolution, that's the goal. But in 371 00:25:14,320 --> 00:25:18,010 reality with digital engagement, often that customer's coming to you 372 00:25:18,280 --> 00:25:22,520 with other content, with other interactions that they already had. 373 00:25:22,520 --> 00:25:25,580 They'd looked on the website, they may have tried to 374 00:25:25,580 --> 00:25:28,900 chat with you, they may have sent an email, and 375 00:25:28,900 --> 00:25:33,140 so it's no longer the agent's responsibility to just handle 376 00:25:33,140 --> 00:25:37,180 this interaction, but to look at the entire journey that 377 00:25:37,180 --> 00:25:42,030 the customer has been on. So from a building your 378 00:25:42,090 --> 00:25:46,410 contact center plan, what do you need, you not just 379 00:25:46,410 --> 00:25:49,520 have to make those digital channels available. You have to 380 00:25:49,520 --> 00:25:53,300 coach and train and monitor the agents on all of 381 00:25:53,300 --> 00:25:56,150 those channels, and then to the extent that you can, 382 00:25:56,150 --> 00:25:59,030 you need to make sure that the agent has the 383 00:25:59,030 --> 00:26:03,590 context, the information from those other steps that the customer 384 00:26:03,590 --> 00:26:08,170 has taken. So as we move to the next slide, 385 00:26:08,240 --> 00:26:14,700 we're going to have Janelle tell us about Ethiopian Airlines 386 00:26:14,760 --> 00:26:17,350 and some of the things that they have done. Yeah, 387 00:26:17,350 --> 00:26:21,410 so Company Nurse, they had integrated workforce engagement management as 388 00:26:21,410 --> 00:26:26,160 well, but here's another example in a different industry across 389 00:26:26,160 --> 00:26:29,150 the pond that also saw a big change last year 390 00:26:29,150 --> 00:26:33,920 with the airline industry. Ethiopia Airlines, unrivaled in Africa for 391 00:26:33,920 --> 00:26:39,610 their efficiency and operational success, like every airline I can 392 00:26:39,610 --> 00:26:43,250 think of anyway, last year they were just trying to 393 00:26:43,250 --> 00:26:46,760 survive and look for ways to lower costs and improve 394 00:26:46,760 --> 00:26:50,550 margins, focusing on the customer, I think, too, an important 395 00:26:50,550 --> 00:26:54,430 point in your buying consideration, looking at not just the 396 00:26:54,430 --> 00:26:58,070 service part of your customer journey, but looking for engagement 397 00:26:58,070 --> 00:27:01,880 tools that span marketing sales and service. Let's look at 398 00:27:01,880 --> 00:27:06,330 the before and after of Ethiopia Airlines. Prior to moving 399 00:27:06,330 --> 00:27:11,620 to Genesys Cloud- based environment, they were facing incompatible systems, 400 00:27:12,360 --> 00:27:16,270 their calls were actually routed to employees that weren't taking 401 00:27:16,270 --> 00:27:20,520 into account even just basic things like language skills or 402 00:27:20,520 --> 00:27:24,220 any skills for that matter. Their teams worked in silos, 403 00:27:24,220 --> 00:27:29,170 handling emails, handling chats, handling phone calls, all separately, they 404 00:27:29,170 --> 00:27:32,500 didn't have a CRM system, they didn't have workforce engagement, 405 00:27:33,010 --> 00:27:36,730 data was buried elsewhere and everywhere, and needless to say, 406 00:27:36,730 --> 00:27:39,740 they lacked that full overview of the customer journey and 407 00:27:39,790 --> 00:27:43,730 that real- time insight. So looking into the essential capabilities 408 00:27:44,160 --> 00:27:49,330 they captured, they deployed within two months, had 500 agents 409 00:27:49,410 --> 00:27:54,440 now working more productively in a blended fashion, handling emails, 410 00:27:54,440 --> 00:27:59,110 chats and phone calls, effortlessly switching between them, all from 411 00:27:59,110 --> 00:28:02,770 that single omnichannel desktop, which is really important in order 412 00:28:02,770 --> 00:28:05,310 for the employees to be able to do that. And 413 00:28:05,310 --> 00:28:10,220 they really unlocked further customer experience gains by introducing that 414 00:28:10,220 --> 00:28:15,010 workforce engagement piece to further improve the customer experience. So, 415 00:28:15,040 --> 00:28:21,320 some results, their service levels went from 70% to 95%. 416 00:28:21,670 --> 00:28:26,430 They had higher first- call resolution, their abandonment rate went 417 00:28:26,430 --> 00:28:31,440 from 20% just down to 3%. Calls answered went from 418 00:28:31,440 --> 00:28:34,140 20 seconds, which airline, that's still pretty good, down to 419 00:28:34,140 --> 00:28:36,620 eight seconds, I can't remember when the last time I 420 00:28:36,620 --> 00:28:39,270 called an airline and they answered in eight seconds, and 421 00:28:39,330 --> 00:28:42,570 they had that agility they needed to change IBR menus 422 00:28:42,570 --> 00:28:46,910 on the dime without having to pay for external support. 423 00:28:47,440 --> 00:28:51,910 In addition, they expanded the use of their cloud technology 424 00:28:52,010 --> 00:28:55,630 to their sales environment, too, being able to monitor customers' 425 00:28:55,630 --> 00:29:00,620 behavior on their website, understand that and get predictive with 426 00:29:00,620 --> 00:29:03,560 the use of AI to intercept in the moment because 427 00:29:03,560 --> 00:29:07,090 they had the right staff in place to really help 428 00:29:07,090 --> 00:29:10,690 that customer through their buyer journey and saw web conversion 429 00:29:10,690 --> 00:29:14,840 rates just increase dramatically, and you can see the results 430 00:29:14,840 --> 00:29:19,230 there. So I love this story because it is really 431 00:29:19,230 --> 00:29:23,030 a proved point in helping a company that was in 432 00:29:23,030 --> 00:29:28,190 a struggling industry last year, and looking ahead, really make 433 00:29:28,190 --> 00:29:32,810 change and support the customer journey across marketing, sales and 434 00:29:32,810 --> 00:29:38,680 service. Excellent, so we are moving to our next poll. 435 00:29:38,740 --> 00:29:44,880 The question is, " Is there value in integrating your unified 436 00:29:44,880 --> 00:29:50,410 communication solution incorporation with the contact center?" We have just 437 00:29:50,410 --> 00:29:55,030 three choices; yes, we think there's value in integrating them, 438 00:29:55,310 --> 00:29:59,670 but we prefer one solution for both contact center and 439 00:29:59,720 --> 00:30:04,970 unified communications and collaboration. Yes, we think there's value and 440 00:30:04,970 --> 00:30:09,920 our preferred solution is Microsoft Teams, and this is one of those ones where 441 00:30:09,920 --> 00:30:13,380 we wait for all of the responses before you select 442 00:30:13,380 --> 00:30:16,450 one because you might be number one but number two 443 00:30:16,450 --> 00:30:20,470 is more specific to you. And then third, yes, our 444 00:30:20,470 --> 00:30:26,660 preferred solution is a different UCC provider. Okay, so I 445 00:30:26,660 --> 00:30:29,210 realize we do not have a choice here for no. 446 00:30:31,790 --> 00:30:35,560 We may have missed that, but we'll see what people 447 00:30:35,560 --> 00:30:37,900 think. I think it'll be interesting to see what we 448 00:30:37,900 --> 00:30:43,380 get here. Clearly, Microsoft Teams had a huge uptick in 449 00:30:43,380 --> 00:30:47,130 usage in 2020, so I'm not going to be surprised 450 00:30:47,130 --> 00:30:50,750 to see that we have a lot of Microsoft Teams users, 451 00:30:50,750 --> 00:30:54,230 what do you think, Janelle? I think the same, it's 452 00:30:54,230 --> 00:30:57,190 becoming one of those essential capabilities you mentioned at the 453 00:30:57,190 --> 00:31:01,230 beginning. It used to be a very separate decision and 454 00:31:01,230 --> 00:31:05,180 while it may not be from a single provider, we're 455 00:31:05,180 --> 00:31:09,710 seeing it recurring on the list of requirements for cloud 456 00:31:09,710 --> 00:31:12,520 based solutions to be able to extend beyond the contact 457 00:31:12,530 --> 00:31:16,030 center and have an integrated solution regardless, so we're keen 458 00:31:16,030 --> 00:31:20,790 to see if our audience agrees. Okay, so drum roll. 459 00:31:25,770 --> 00:31:30,940 I'm going to... I was hitting submit instead of next. 460 00:31:30,970 --> 00:31:36,330 Okay, what can we discern from this? Over 50% are 461 00:31:36,330 --> 00:31:40,880 using Teams, wow. That's even higher than I would've predicted. 462 00:31:41,870 --> 00:31:44,950 Or their preferred solution is Teams, doesn't tell me that 463 00:31:44,950 --> 00:31:49,960 they're really using it but I'm actually surprised it's as 464 00:31:49,960 --> 00:31:52,320 close between the first and second option as it is. 465 00:31:52,320 --> 00:31:55,250 I thought it would be a bigger differential because we're 466 00:31:55,250 --> 00:32:00,990 definitely seeing more for Teams across the board. Yeah, and 467 00:32:00,990 --> 00:32:03,990 not too much for other providers. Yeah, back to Teams, 468 00:32:03,990 --> 00:32:06,620 I happened to be on their site today and there 469 00:32:06,630 --> 00:32:10,270 are 15 different contact centers who are working to get 470 00:32:10,270 --> 00:32:13,620 certified in Microsoft Teams, so it's a much bigger effort 471 00:32:13,620 --> 00:32:16,360 than it has been for many years. So I think 472 00:32:16,700 --> 00:32:18,700 to the point that we've both made at this point, 473 00:32:18,700 --> 00:32:24,430 Janelle, the importance of bringing together the unified communications and 474 00:32:24,400 --> 00:32:28,140 the contact center has just been elevated. Part of that 475 00:32:28,140 --> 00:32:32,300 is not being in a single physical location and not 476 00:32:32,300 --> 00:32:37,040 being able to bring your supervisor over with something as 477 00:32:37,040 --> 00:32:42,900 easy raising your hand. A study that I had read 478 00:32:42,900 --> 00:32:47,340 over the summer, that 93% of companies now say that 479 00:32:47,380 --> 00:32:52,040 UC and team messaging integration with the contact center is 480 00:32:52,040 --> 00:32:57,270 a very important factor in customer experience success, and yet, 481 00:32:57,500 --> 00:33:00,930 as you and I know, there's not enough evidence today 482 00:33:01,130 --> 00:33:04,430 that, that's happening in contact centers. I think if we've 483 00:33:04,430 --> 00:33:07,730 got that many listeners who are thinking Microsoft Teams is 484 00:33:07,730 --> 00:33:11,160 the answer, and companies like Genesys are now stepping up 485 00:33:11,220 --> 00:33:14,140 and working much more closely with Microsoft, hopefully a year 486 00:33:14,140 --> 00:33:17,040 from now we'll see a lot more of that UC in 487 00:33:17,040 --> 00:33:20,700 contact center integration. You're going to tell us about one 488 00:33:20,700 --> 00:33:24,410 customer who's doing that. Absolutely, as I mentioned, we see 489 00:33:24,410 --> 00:33:27,850 it on many people's list and here's an example of 490 00:33:28,630 --> 00:33:33,330 a company that I admire so much, who has taken 491 00:33:33,330 --> 00:33:36,120 that step forward and has it implemented. Let me tell 492 00:33:36,120 --> 00:33:40,390 you a little bit about Integral Care. I think of 493 00:33:40,390 --> 00:33:44,560 their contact center not as a call center, I don't 494 00:33:44,730 --> 00:33:46,930 think of it as a profit center, I think of 495 00:33:46,930 --> 00:33:50,580 it as a life center. They have about 900 people 496 00:33:50,580 --> 00:33:56,170 on staff across 45 locations, where they provide a 24 497 00:33:56,170 --> 00:34:00,850 hour crisis helpline that's often that first point of contact 498 00:34:00,850 --> 00:34:05,100 for people needing that immediate emotional support, especially during these 499 00:34:05,100 --> 00:34:09,100 crazy times. They also receive traffic from calls to national 500 00:34:09,100 --> 00:34:14,620 suicide prevention lines. So as you can imagine, streamlined communication, 501 00:34:14,850 --> 00:34:19,790 it is essential and lifesaving, and downtime is more than 502 00:34:19,790 --> 00:34:24,210 critical, it can be even tragic. So where were they? 503 00:34:24,600 --> 00:34:29,070 Prior to Genesys, they were having huge technology issues that 504 00:34:29,070 --> 00:34:34,890 were degrading their service levels for this helpline. Their CIO, 505 00:34:34,890 --> 00:34:37,610 if he was on, he would describe their on- premises 506 00:34:37,610 --> 00:34:43,700 contact center system as unreliable, hard to scale, expensive to 507 00:34:43,700 --> 00:34:48,210 maintain and add features, and on average, they suffered two 508 00:34:48,210 --> 00:34:52,140 to three outages a month. And you can see on 509 00:34:52,140 --> 00:34:56,300 the slide, those each lasted anywhere from 15 minutes to 510 00:34:56,300 --> 00:34:59,900 five hours, where during that time, they couldn't even take 511 00:34:59,960 --> 00:35:03,870 a critical call, which was totally unacceptable. So they went 512 00:35:03,870 --> 00:35:07,290 with a cloud based platform, voice and digital channels, seeing 513 00:35:07,300 --> 00:35:11,850 a theme here, and they integrated Genesys Cloud with their 514 00:35:11,850 --> 00:35:16,320 Netsmart Electronic Health system. They really appreciated the platform capabilities 515 00:35:16,320 --> 00:35:18,830 that Genesys Cloud brought to the table as well, so 516 00:35:18,830 --> 00:35:22,360 that they could leverage that existing system that was working 517 00:35:22,360 --> 00:35:26,020 really well for them. So they also were looking, as 518 00:35:26,020 --> 00:35:29,460 an essential capability, for that cloud platform to be able 519 00:35:29,460 --> 00:35:34,410 to intercept and route calls for neighboring area codes automatically 520 00:35:34,410 --> 00:35:37,810 so that they could make best use of local knowledge 521 00:35:37,810 --> 00:35:43,760 and resources. Sheila, you mentioned that COVID- 19 catapulted telehealth 522 00:35:43,760 --> 00:35:47,560 forward by decades in a few months. After they did 523 00:35:47,560 --> 00:35:52,000 that, they then integrated with Microsoft Teams so that they 524 00:35:52,000 --> 00:35:55,180 could make it even easier for case managers that weren't 525 00:35:55,180 --> 00:36:00,860 regular contact center agents to also be able to conduct 526 00:36:01,040 --> 00:36:05,770 telehealth video calls with clients and collaborate effectively with other 527 00:36:05,770 --> 00:36:09,220 agents. So we don't see a ton of people doing 528 00:36:09,220 --> 00:36:12,380 this yet, but we are hearing Microsoft Teams integration on 529 00:36:12,380 --> 00:36:15,520 a regular basis, on many buyers' minds. I think Integral 530 00:36:15,520 --> 00:36:18,940 Care is a great organization and a great example that 531 00:36:18,950 --> 00:36:22,930 has forged ahead to integrate their UC and their contact 532 00:36:22,930 --> 00:36:29,820 center technologies really for the best of reasons. Excellent. Oops. 533 00:36:31,210 --> 00:36:34,540 Trying to move on... here we go. And I can 534 00:36:34,540 --> 00:36:40,620 be heard this time? Yes, okay. Yes. I did it. So 535 00:36:40,620 --> 00:36:44,920 we talked about artificial intelligence and what's interesting is digital 536 00:36:44,920 --> 00:36:48,350 engagement keeps coming up, and really the two of them 537 00:36:48,350 --> 00:36:54,440 are very tightly integrated, because artificial intelligence is really what 538 00:36:54,440 --> 00:36:58,540 helps optimize for digital- first. If you look at all 539 00:36:58,540 --> 00:37:04,310 of these technologies that are here; automatic speech recognition, natural 540 00:37:04,310 --> 00:37:09,370 language processing, these are all backed up with artificial intelligence 541 00:37:09,420 --> 00:37:15,780 and machine learning. But things like transcription and translation and 542 00:37:15,780 --> 00:37:21,020 automatic topic categorization, these are the exciting things that are 543 00:37:21,020 --> 00:37:26,040 relatively new to artificial intelligence, but really help bring digital 544 00:37:26,620 --> 00:37:33,600 to a much higher level. Transcription means that, that interaction 545 00:37:33,600 --> 00:37:38,600 that a customer had with a natural language bot can 546 00:37:38,600 --> 00:37:41,440 be transcribed and sent to the agent, and the highlights 547 00:37:41,440 --> 00:37:44,800 of that highlighted so the agent doesn't have to read 548 00:37:44,800 --> 00:37:47,190 every single thing that was said to the bot, but 549 00:37:47,190 --> 00:37:51,940 can just understand really quickly what the intent of this 550 00:37:51,940 --> 00:37:57,700 particular call is. Or if a customer picks up the 551 00:37:57,700 --> 00:38:02,180 phone and speaks to an intelligent virtual agent, and just 552 00:38:02,180 --> 00:38:07,660 speaks very freely, the system can automatically categorize what that 553 00:38:07,660 --> 00:38:10,580 topic is that the customer wants to talk to and 554 00:38:10,580 --> 00:38:15,040 send that to the appropriate resource. So what's exciting is 555 00:38:15,040 --> 00:38:18,110 digital- first coming at the same time as artificial intelligence, 556 00:38:18,280 --> 00:38:21,710 because one aids the other, one makes the other better 557 00:38:22,100 --> 00:38:26,510 and again, Janelle's got a great case study back to 558 00:38:26,510 --> 00:38:29,200 the unemployment case that I was talking about earlier. Go 559 00:38:29,200 --> 00:38:35,480 ahead. Yeah, I read recently that in a CMSWire article, 560 00:38:35,500 --> 00:38:41,640 72% of interactions will involve chat bots by 2022. We'll 561 00:38:41,640 --> 00:38:43,860 see, but even if it doesn't hit that high, I 562 00:38:43,860 --> 00:38:47,600 think, Sheila, your point is well taken, that digital and 563 00:38:47,600 --> 00:38:51,900 AI go hand- in- hand and that it's definitely on 564 00:38:51,900 --> 00:38:56,840 the rise. And even to your point earlier that Mayor 565 00:38:57,120 --> 00:39:00,970 Garcetti signed that executive order to make all city services 566 00:39:01,180 --> 00:39:04,500 contactless and digital, so at Genesys we saw an increase 567 00:39:04,500 --> 00:39:08,240 in the adoption of cloud AI and automation in government 568 00:39:08,550 --> 00:39:10,930 last year as well, and we expect to continue to 569 00:39:11,370 --> 00:39:15,640 see that in 2021. So this is an example of 570 00:39:15,640 --> 00:39:19,410 that, I'll leave it semi anonymous to which state it 571 00:39:19,410 --> 00:39:24,990 was exactly, but while some businesses like Company Nurse thrived 572 00:39:25,210 --> 00:39:29,170 last year, Sheila pointed out many that didn't survive. And 573 00:39:29,170 --> 00:39:34,500 due to COVID- 19, this particular state's unemployment agency saw 574 00:39:34,550 --> 00:39:39,100 a gigantic spike in unemployment just in one month around 575 00:39:39,150 --> 00:39:43,990 the February, March timeframe. To put that in perspective, they 576 00:39:43,990 --> 00:39:49,840 received 20 months of unemployment claims in just a single 577 00:39:49,840 --> 00:39:55,350 month when the pandemic hit, and their existing 25 year 578 00:39:55,350 --> 00:40:01,860 old IVR technology didn't scale and they were abandoning, at 579 00:40:01,860 --> 00:40:05,760 one point, 2,000, 000 calls per day. And I think 580 00:40:05,760 --> 00:40:09,360 of being that person that was trying to call in 581 00:40:10,170 --> 00:40:12,750 and being one of those 2, 000,000, how frustrating that 582 00:40:12,750 --> 00:40:16,220 would be. So they threw people at the problem and 583 00:40:16,220 --> 00:40:20,550 even with 1, 000 agents in their call center, they 584 00:40:20,550 --> 00:40:24,420 still had to bring in help from state legislator, putting 585 00:40:24,740 --> 00:40:27,460 more employees on the phone and while their citizens were 586 00:40:27,460 --> 00:40:30,160 in a crisis because they lost their job, the agency 587 00:40:30,530 --> 00:40:32,990 was also in a crisis and they needed help. So 588 00:40:33,040 --> 00:40:36,980 they reached out to many providers for quotes for services, 589 00:40:37,500 --> 00:40:40,300 and they needed a trusted advisor to help them throughout. 590 00:40:40,370 --> 00:40:44,650 On their list of essential capabilities, it was pretty straightforward; 591 00:40:44,870 --> 00:40:49,470 cloud automation, fast. And so, in the solution here, the 592 00:40:49,470 --> 00:40:53,100 agency took advantage of our rapid response program we launched 593 00:40:53,100 --> 00:40:56,440 last year to serve our customers, and they quickly stood 594 00:40:56,440 --> 00:40:59,770 up Genesys Cloud IVR for their voice calls. Part of 595 00:40:59,770 --> 00:41:04,030 that program was with our prebuilt integration to Google Dialog 596 00:41:04,030 --> 00:41:07,900 Flow, one of our very strategic partners for that virtual 597 00:41:07,900 --> 00:41:11,920 agent capabilities for both calls and chat on the website. 598 00:41:12,430 --> 00:41:15,020 They were up and running in about two weeks with 599 00:41:15,020 --> 00:41:19,990 a full solution, saw a 350% increase in connected calls 600 00:41:20,560 --> 00:41:24,130 and what that translates to is like a typical February 601 00:41:24,180 --> 00:41:27,320 for this agency would see 70 claims, they processed that 602 00:41:27,320 --> 00:41:30,650 same number in a single day in March. So to 603 00:41:30,650 --> 00:41:33,920 me, this is just a super powerful story of the 604 00:41:34,260 --> 00:41:38,300 power of a cloud platform and being able to integrate 605 00:41:38,300 --> 00:41:45,170 with other strategic partners out there. Just a moment. I'm live. 606 00:41:45,530 --> 00:41:51,030 Platform capabilities, so this is a buyer's guide for 2021. 607 00:41:51,030 --> 00:41:56,370 Perhaps in 2020, you wouldn't have been thinking that having 608 00:41:56,760 --> 00:42:02,620 an orchestration tool, having the ability to perhaps just use 609 00:42:02,750 --> 00:42:08,260 parts of a solution like Genesys Cloud in your contact 610 00:42:08,260 --> 00:42:11,570 center, it might never occur to you, but suddenly in 611 00:42:11,580 --> 00:42:15,650 2021 it does occur to you. You have tens of 612 00:42:15,650 --> 00:42:18,490 thousands of agents and you want to add a capability 613 00:42:18,740 --> 00:42:21,530 like the one that Janelle just talked about for the unemployment 614 00:42:21,530 --> 00:42:24,820 office. It doesn't always mean you have to change everything, 615 00:42:25,280 --> 00:42:27,190 it doesn't mean you have to change all the voice 616 00:42:27,190 --> 00:42:30,070 capabilities that you have and that you've built. But with 617 00:42:30,070 --> 00:42:35,310 platform capabilities and the ability to add those great AI 618 00:42:35,630 --> 00:42:39,920 capabilities from the cloud to your existing platform, that's when 619 00:42:39,920 --> 00:42:42,900 it becomes important to understand, " What can platform do for 620 00:42:42,900 --> 00:42:46,410 me? In that period between now and maybe two or 621 00:42:46,410 --> 00:42:49,810 three or five years when I move off the premises 622 00:42:49,810 --> 00:42:53,640 solution that I have, how can I start taking advantage 623 00:42:53,890 --> 00:42:57,200 of the cloud?" And I think platform capabilities are key 624 00:42:57,200 --> 00:43:02,610 to that, because even without changing your entire operation, you 625 00:43:02,610 --> 00:43:06,020 can get some of those benefits of faster time to 626 00:43:06,020 --> 00:43:10,870 market, like the unemployment office did. Increased iteration time, being 627 00:43:10,870 --> 00:43:16,710 able to change things more quickly and increased stakeholder engagement 628 00:43:16,710 --> 00:43:20,330 and satisfaction because they can make some of the changes 629 00:43:20,330 --> 00:43:22,810 that need to be made without having to go to 630 00:43:22,810 --> 00:43:26,540 IT necessarily every time. So you may not have been 631 00:43:26,540 --> 00:43:28,770 thinking about it a year ago, but as you speak 632 00:43:28,830 --> 00:43:32,150 to the vendors that you're thinking about as you take 633 00:43:32,150 --> 00:43:37,310 the next steps in your contact center solution journey, make 634 00:43:37,310 --> 00:43:39,110 sure that this is on that list of things that 635 00:43:39,110 --> 00:43:46,350 you're looking for and at. So what are legacy call 636 00:43:46,350 --> 00:43:52,650 centers not delivering right now? Integrated digital channels, how often 637 00:43:52,650 --> 00:43:56,000 do I see a contact center that has perhaps a 638 00:43:56,000 --> 00:44:00,020 great voice contact center, but they've used a different vendor 639 00:44:00,020 --> 00:44:04,100 for email and maybe a different vendor for chat, and 640 00:44:04,100 --> 00:44:06,720 none of that is integrated. And that agent who's on 641 00:44:06,730 --> 00:44:11,040 the voice contact center gets no data necessarily from those 642 00:44:11,040 --> 00:44:15,360 digital engagements, so it's almost impossible for that agent to 643 00:44:15,360 --> 00:44:20,740 have context. Robust support from remote and mobile workforce, and 644 00:44:20,740 --> 00:44:23,960 that means both for the contact center solution as well 645 00:44:23,960 --> 00:44:28,890 as for the workforce engagement management applications. That seamless front 646 00:44:28,890 --> 00:44:32,510 office, back office communications. As we talked about, it doesn't 647 00:44:32,510 --> 00:44:35,360 have to be one solution as long as there is 648 00:44:35,360 --> 00:44:38,840 a tight integration between the two, like Genesys is doing 649 00:44:38,840 --> 00:44:43,700 with Microsoft Teams. Legacy call centers, it's difficult for them 650 00:44:43,700 --> 00:44:47,730 to use artificial intelligence and to help you have that 651 00:44:47,730 --> 00:44:51,480 innovation, and so it makes hard to have that agility to 652 00:44:51,480 --> 00:44:56,380 make changes quickly based on business needs. I mean those 653 00:44:56,380 --> 00:45:01,160 of us who worked at legacy contact centers know, typically they're told, " Maybe next 654 00:45:01,160 --> 00:45:06,160 year, maybe." And we're in a world where we need 655 00:45:06,160 --> 00:45:11,460 that by next week, " Maybe next year," doesn't work anymore. So 656 00:45:11,460 --> 00:45:15,420 we're going to go to our final poll question. Among the areas 657 00:45:15,680 --> 00:45:20,340 that we discussed today, what is your top priority for 658 00:45:20,340 --> 00:45:27,130 customer experience technology investment in 2021? Is it digital engagement, 659 00:45:27,480 --> 00:45:30,960 expanding the number of channels that you have, integrating it 660 00:45:31,270 --> 00:45:34,870 more closely to the voice channel? Is it workforce engagement, 661 00:45:35,950 --> 00:45:42,650 integrated collaboration and contact center technology, or artificial intelligence and 662 00:45:42,650 --> 00:45:50,220 automation? All good choices. Hold on. Again, I think it 663 00:45:50,220 --> 00:45:54,970 depends on where our audience is at, because digital engagement 664 00:45:54,970 --> 00:45:58,090 and AI go hand- in- hand. Some might already be 665 00:45:58,190 --> 00:46:03,820 using it, some might be evolving to more channels. I 666 00:46:03,820 --> 00:46:08,500 also read a study where, I think, by 2022 the 667 00:46:08,500 --> 00:46:11,530 use of workforce engagement in the cloud will be at 668 00:46:11,890 --> 00:46:16,210 94% so maybe it's on- premise, by working the cloud. 669 00:46:16,460 --> 00:46:20,720 I also have seen a pivot where many companies are 670 00:46:20,720 --> 00:46:25,960 using workforce optimization, where it's very focused on operational efficiency, 671 00:46:26,290 --> 00:46:29,750 and to your point earlier with the gamification example, really 672 00:46:29,750 --> 00:46:33,020 shifting more towards that focus with the employee, especially in 673 00:46:33,020 --> 00:46:37,010 this virtual world of workforce engagement, so I'm intrigued to 674 00:46:37,010 --> 00:46:38,430 see where we're going to be at. What do you 675 00:46:38,430 --> 00:46:43,970 think, Sheila? I think digital, I mean I think that's 676 00:46:43,970 --> 00:46:47,960 the pressing need for a lot of businesses, that they 677 00:46:48,000 --> 00:46:50,110 may not have been doing that as well as they'd 678 00:46:50,110 --> 00:46:58,720 like, but we will see. It's time. Aha! You were 679 00:46:58,720 --> 00:47:05,020 right. Interesting. Well, I wanted you to say it. Well, 680 00:47:05,020 --> 00:47:10,400 look at the tie between integrated collaboration and AI actually, 681 00:47:10,400 --> 00:47:15,600 that's interesting. Right, because they're so different, right? Yeah. They're 682 00:47:15,600 --> 00:47:18,980 very different. One is probably more contact center focused, the 683 00:47:18,980 --> 00:47:22,410 AI, and the other is more enterprise focused, but it 684 00:47:22,410 --> 00:47:24,780 comes back to what you said about sales, service and 685 00:47:24,780 --> 00:47:27,950 marketing. We're not going to get there without the integrated 686 00:47:27,950 --> 00:47:33,110 collaboration, I think, so excellent. It's always interesting to learn 687 00:47:33,110 --> 00:47:38,350 something about how people are thinking, that's why the poll, this is not 688 00:47:38,350 --> 00:47:39,990 for us as it is for them, but you get 689 00:47:39,990 --> 00:47:41,830 to see what your peers are thinking as well. So 690 00:47:41,830 --> 00:47:46,760 I am now going to move it to you to 691 00:47:46,760 --> 00:47:51,120 finish up on the Genesys vision. Fabulous. Well, we highlighted 692 00:47:51,120 --> 00:47:54,800 these essential capabilities that we just reviewed in the poll. 693 00:47:54,800 --> 00:47:59,830 Top of line, digital engagement, integrated UC and CC, artificial 694 00:47:59,830 --> 00:48:05,360 intelligence, workforce engagement. As you evaluate providers for these essential 695 00:48:05,360 --> 00:48:09,440 capabilities, you need to ultimately improve customer experience. Let me 696 00:48:09,440 --> 00:48:12,500 just leave you with this final point that relates to 697 00:48:12,500 --> 00:48:16,960 our vision for our customers. When it comes to customer 698 00:48:16,960 --> 00:48:22,200 experience, of course your customers want their issues resolved quickly and 699 00:48:22,200 --> 00:48:26,750 correctly, and we know that efficiency and effectiveness, they're always 700 00:48:26,750 --> 00:48:29,420 going to be important for your contact centers to be 701 00:48:29,420 --> 00:48:31,790 able to support and for your company to be able 702 00:48:31,790 --> 00:48:36,080 to support. But don't forget that your customers along the 703 00:48:36,390 --> 00:48:40,250 way, especially now more than ever, want to be treated 704 00:48:40,250 --> 00:48:43,180 with empathy, or in other words to be to heard 705 00:48:43,180 --> 00:48:47,540 and understood. So experience as a service is the Genesys 706 00:48:47,540 --> 00:48:51,520 vision that helps you put empathy at the center of 707 00:48:51,520 --> 00:48:56,570 each experience. It's the key ingredient, along with efficiency and 708 00:48:56,570 --> 00:49:01,880 effectiveness, that helps foster trust with your customers to ultimately 709 00:49:01,880 --> 00:49:06,210 drive loyalty. So here at Genesys, we're making experience as 710 00:49:06,210 --> 00:49:09,810 a service a reality by helping you use the right 711 00:49:09,810 --> 00:49:13,430 combination of technology so that you can truly personalize those 712 00:49:13,430 --> 00:49:17,980 experiences at scale. And that right combo of tech, it 713 00:49:17,980 --> 00:49:22,520 starts with data from any system or any engagement, including 714 00:49:22,520 --> 00:49:25,410 the one going on in the moment. Then, with the 715 00:49:25,410 --> 00:49:30,060 power of cloud and by applying AI, you can process 716 00:49:30,060 --> 00:49:33,730 this data in real- time, you can decipher the customer's 717 00:49:33,730 --> 00:49:36,270 intent and predict how and when to interact with them 718 00:49:36,270 --> 00:49:39,870 further and with this understanding of your customers, you can 719 00:49:39,870 --> 00:49:43,950 quickly then provide that relevant and personalized experience with those 720 00:49:43,950 --> 00:49:48,260 engagement tools like in the Ethiopia example that spans marketing, 721 00:49:48,260 --> 00:49:52,840 sales and services. So ultimately, your customers will feel like 722 00:49:52,840 --> 00:49:55,980 they're a priority to you, they'll feel cared for as 723 00:49:55,980 --> 00:50:00,970 individuals, sometimes that literally is a life or death situation, 724 00:50:01,040 --> 00:50:04,400 and they feel uniquely understood. They won't have to repeat 725 00:50:04,400 --> 00:50:08,580 themselves, their issues will be resolved, sometimes even before they 726 00:50:08,580 --> 00:50:13,640 know it, with compassion. So integrated data, AI, engagement tools 727 00:50:13,640 --> 00:50:17,620 with that cloud interactive ability and choice really are at 728 00:50:17,620 --> 00:50:22,130 the heart of the essential capabilities we see companies needing, 729 00:50:22,480 --> 00:50:24,960 now and for the future. So with the trends that 730 00:50:24,960 --> 00:50:29,070 Sheila shared, the customer examples that I highlighted, know that 731 00:50:29,600 --> 00:50:33,910 this combination of tech that fuels this vision of experience 732 00:50:33,950 --> 00:50:36,950 as a service, is possible because the technologies we talked 733 00:50:36,950 --> 00:50:40,270 about today are finally at that right level of maturity 734 00:50:40,270 --> 00:50:43,230 and within reach for any company. So with this vision, 735 00:50:43,700 --> 00:50:46,590 you as a business can truly take a more customer- 736 00:50:46,590 --> 00:50:50,170 centric approach with your business and with your engagement with 737 00:50:50,290 --> 00:50:55,020 customers. So with all that said, Josh, I think I'll 738 00:50:55,020 --> 00:50:56,700 turn it over to you to see if there's any 739 00:50:57,020 --> 00:51:02,130 questions. Thanks, Janelle. So, just to get started, we do have 740 00:51:02,130 --> 00:51:03,960 a few questions that have already come in, but as 741 00:51:03,960 --> 00:51:06,770 a reminder to everybody in the audience, to participate in 742 00:51:06,770 --> 00:51:09,350 today's Q& A, just submit those into the Q& A 743 00:51:09,350 --> 00:51:11,470 window below the slides and we'll get to as many 744 00:51:11,470 --> 00:51:13,540 as we can with the little time that we have 745 00:51:13,540 --> 00:51:16,290 remaining today. As I mentioned before, though, there is a 746 00:51:16,290 --> 00:51:17,820 chance that we're not going to be able to get to 747 00:51:17,820 --> 00:51:19,940 all of the questions today, so if we do not 748 00:51:19,940 --> 00:51:22,770 answer your question aloud, what we'll do is we'll follow 749 00:51:22,770 --> 00:51:25,130 up with you via email within the next few business 750 00:51:25,130 --> 00:51:28,810 days. To kick things off, as we do have a couple 751 00:51:28,810 --> 00:51:32,050 of live questions in here now, so I think this 752 00:51:32,050 --> 00:51:34,590 is going to be directed more towards you, Sheila. The 753 00:51:34,590 --> 00:51:38,070 first question is, " Is the change for digital a resource 754 00:51:38,310 --> 00:51:42,310 of COVID- 19 or more because of the younger demographics 755 00:51:42,340 --> 00:51:45,390 of customers like Gen Y and Gen Z using more 756 00:51:45,390 --> 00:51:49,980 apps and SMS and chat?" One of the things that 757 00:51:49,980 --> 00:51:53,990 I've been talking about is that, what COVID has done 758 00:51:53,990 --> 00:51:59,980 is accelerate a need that was already there. I think 759 00:52:01,020 --> 00:52:05,900 we weren't, as an industry, providing the digital choices that 760 00:52:05,900 --> 00:52:10,170 consumers wanted. There was a gap between what consumers wanted 761 00:52:10,170 --> 00:52:13,730 and what we were delivering, just like when I talked 762 00:52:13,730 --> 00:52:17,590 about the retail apocalypse. There was a gap and so 763 00:52:17,640 --> 00:52:21,390 what COVID has done is highlight that gap, because to 764 00:52:21,790 --> 00:52:24,910 the point of the questioner, the Gen Zs and the 765 00:52:24,910 --> 00:52:28,430 Millennials were looking for these choices, we just weren't delivering 766 00:52:28,430 --> 00:52:32,500 them. Now, everybody is looking for them, everybody's a Gen 767 00:52:32,500 --> 00:52:37,710 Z. Even my 93 year old father- in- law has 768 00:52:37,710 --> 00:52:40,460 suddenly had to become a Gen Z, because the only 769 00:52:40,460 --> 00:52:42,770 to make his appointment for a vaccine was to do 770 00:52:42,770 --> 00:52:46,130 it online. So I think what it's done is accelerate, 771 00:52:46,380 --> 00:52:50,030 and it's really two trends coming together and reinforcing one 772 00:52:50,030 --> 00:52:57,950 another. Then as a follow up, this individual asks, " Do 773 00:52:57,950 --> 00:53:01,840 you see CX as a separate function from CCaaS, or 774 00:53:01,840 --> 00:53:07,330 an integral part of the platform?" Interesting, I saw that 775 00:53:07,330 --> 00:53:10,340 question and I was thinking about it. CCaaS is a 776 00:53:10,340 --> 00:53:17,640 technology. It's very specific, it's something you buy. Customer experience, 777 00:53:17,790 --> 00:53:21,780 to me, is a strategy. It's, " What is our strategy 778 00:53:22,030 --> 00:53:27,330 to deliver to our customers an overall experience that keeps 779 00:53:27,330 --> 00:53:30,870 them with us?" So I see them as quite separate. 780 00:53:31,100 --> 00:53:34,770 The other thing is, for me, customer experience includes more 781 00:53:34,770 --> 00:53:40,840 technologies than just CCaaS, it includes customer relationship management, it 782 00:53:40,840 --> 00:53:45,990 includes workforce engagement management, so to me, CCaaS is a 783 00:53:45,990 --> 00:53:49,090 much broader term, but it's also, to me, more of 784 00:53:49,090 --> 00:53:52,790 a, " What is the company CCaaS strategy? Not who is 785 00:53:52,790 --> 00:53:56,750 their vendor." Can I just add to that? Improving customer 786 00:53:56,750 --> 00:54:00,060 experience is a business outcome, I mean you could Google 787 00:54:00,820 --> 00:54:03,640 tons of different studies out there that show the impact 788 00:54:03,640 --> 00:54:07,760 to a company's bottom line when you focus on improving 789 00:54:08,130 --> 00:54:11,280 customer experience. And to Sheila's point, too, I totally agree 790 00:54:11,280 --> 00:54:16,120 to that, but CCaaS technology is part of that strategy 791 00:54:16,120 --> 00:54:23,530 to direct towards that outcome. Awesome. Thanks, guys. I'll direct 792 00:54:23,530 --> 00:54:26,670 this question to you, Janelle, and, Sheila, you're welcome to 793 00:54:26,990 --> 00:54:30,600 follow up. This individual is moving from an on- premise 794 00:54:31,870 --> 00:54:34,850 setup to a unified communication spot where blending CCaaS and 795 00:54:34,850 --> 00:54:38,890 UCaaS with a cloud based provider. If you have any 796 00:54:38,890 --> 00:54:43,100 recommendations, how would you suggest they choose, or what would 797 00:54:43,100 --> 00:54:48,030 you suggest they choose in that direction? It's difficult for 798 00:54:48,030 --> 00:54:51,010 me to answer that with any wisdom when I don't 799 00:54:51,010 --> 00:54:54,560 know your business requirements, so it really comes down to 800 00:54:54,610 --> 00:54:58,130 what are your business needs and business requirements and what 801 00:54:58,130 --> 00:55:01,760 you use cases are you looking to support, like with 802 00:55:01,760 --> 00:55:07,620 meetings, with video, with unified chat across the contact center 803 00:55:07,680 --> 00:55:10,890 presence, et cetera, et cetera. So know that you have 804 00:55:10,890 --> 00:55:14,650 options out there, like for instance with Genesys, we integrate 805 00:55:14,650 --> 00:55:18,400 with Zoom, we have native capabilities, we integrate with Microsoft 806 00:55:18,400 --> 00:55:22,290 Teams as I mentioned before with the Integral Care example. 807 00:55:22,290 --> 00:55:25,490 So really happy to partner with you and dig into 808 00:55:25,490 --> 00:55:29,180 your contact center requirements to really answer that with a 809 00:55:29,470 --> 00:55:34,300 more educated response to your business. That's actually a good 810 00:55:34,780 --> 00:55:37,230 point, too, Janelle. There's going to be a survey that pops up 811 00:55:37,230 --> 00:55:39,410 at the end of today's presentation asking if you would 812 00:55:39,410 --> 00:55:44,230 like your local Genesys account representative to reach out. So 813 00:55:44,230 --> 00:55:46,780 if you want additional information, go ahead and mark yes 814 00:55:46,780 --> 00:55:48,540 to that question in the survey, and we'll be sure 815 00:55:48,540 --> 00:55:50,750 to follow up with you with any additional information you're 816 00:55:51,020 --> 00:55:57,530 interested in learning.- Let me follow up a little bit 817 00:55:57,530 --> 00:56:02,380 on the question, Josh, if I may. It's interesting, one 818 00:56:02,380 --> 00:56:04,940 could look at UC and CC and say, " I want 819 00:56:04,940 --> 00:56:09,270 one vendor and not two vendors," but if you actually 820 00:56:09,270 --> 00:56:11,690 look at a vendor who says they have UC and 821 00:56:11,690 --> 00:56:15,540 CC, you may find that their CC is coming from 822 00:56:15,540 --> 00:56:18,860 a different company so it's really not one solution, it's 823 00:56:18,860 --> 00:56:22,010 two. Or you may find that a company that has 824 00:56:22,010 --> 00:56:29,260 two solutions has a two partners, like Genesys plus Zoom 825 00:56:29,260 --> 00:56:33,870 or some other context and a plus Teams. What looks 826 00:56:33,870 --> 00:56:38,090 like two separate solutions, really if you understand the technology 827 00:56:38,090 --> 00:56:41,440 behind how they're integrated, it may be tighter than somebody 828 00:56:41,440 --> 00:56:45,090 that looks like one solution. So you really have to 829 00:56:45,090 --> 00:56:47,730 scratch the surface, or I think the advice I would 830 00:56:47,730 --> 00:56:51,470 have is, make sure you sort of understand the genesis 831 00:56:51,470 --> 00:56:54,820 of the technology in each case and how well they 832 00:56:54,820 --> 00:56:59,440 integrate, what does integration mean with that particular solution? Does 833 00:56:59,440 --> 00:57:03,410 it mean four- digit dialing from you to somebody who's 834 00:57:03,410 --> 00:57:07,000 not in the contact center? Does it mean that something 835 00:57:07,000 --> 00:57:09,850 that you chat to somebody not in the contact center, 836 00:57:10,030 --> 00:57:12,980 can get captured in the contact center record? You want 837 00:57:12,980 --> 00:57:16,250 to ask those kinds of questions, it's less about whether 838 00:57:16,250 --> 00:57:23,210 it's one vendor, it's how the applications work together. Awesome. 839 00:57:24,260 --> 00:57:27,160 So unfortunately that is all the time we have today. 840 00:57:27,160 --> 00:57:29,080 I know that there are a handful of questions that 841 00:57:29,080 --> 00:57:31,210 we did not get to today, so do not fret, we 842 00:57:31,210 --> 00:57:33,420 will respond to you via email within the next few 843 00:57:33,420 --> 00:57:36,150 business days. However, if you are looking for more of 844 00:57:36,150 --> 00:57:38,120 a prompt response, you can always feel free to reach 845 00:57:38,120 --> 00:57:41,400 out to us at [email protected] genesys. com, no caps or 846 00:57:41,400 --> 00:57:44,410 spaces, and we'll get back to you as quickly and 847 00:57:44,410 --> 00:57:48,490 promptly as we can. So with that being said, to 848 00:57:48,490 --> 00:57:52,260 wrap today. First off, I know that you're wanting additional 849 00:57:52,260 --> 00:57:55,080 information about today's topic, so be sure check out that 850 00:57:55,080 --> 00:57:59,240 resource list. That's going to have the 2021 Contact Center 851 00:57:59,240 --> 00:58:01,990 Buyer's Guide bundle that will give you additional information on 852 00:58:02,040 --> 00:58:05,650 all of the topics that we discussed today. In addition 853 00:58:05,650 --> 00:58:07,660 to that, I mentioned a survey that's going to show 854 00:58:07,660 --> 00:58:10,630 up at the end of today's presentation. We encourage you 855 00:58:10,630 --> 00:58:12,670 to fill that survey out, it shouldn't take you more 856 00:58:12,670 --> 00:58:14,840 than a couple of minutes, but we tailor all of 857 00:58:14,840 --> 00:58:17,790 these webinars and presentations to exactly what you want to 858 00:58:17,790 --> 00:58:21,040 hear and learn more about with respect to contact center technology. 859 00:58:21,290 --> 00:58:23,110 So go ahead and fill that out, and we'll be 860 00:58:23,110 --> 00:58:26,900 sure to incorporate that feedback into the future Genesys presentations 861 00:58:26,900 --> 00:58:31,520 and webinars. And also, Janelle mentioned if you want to 862 00:58:31,520 --> 00:58:34,400 learn more about Company Nurse, there is the Take A 863 00:58:34,400 --> 00:58:36,730 Moment Podcast as well as the Tech Talks in Twenty 864 00:58:36,730 --> 00:58:39,190 Podcast, so I encourage you to check that out on 865 00:58:39,190 --> 00:58:42,090 basically any podcast application that you listen, or you can 866 00:58:42,090 --> 00:58:46,750 check us out on Genesys. com/ podcasts. So with all 867 00:58:46,750 --> 00:58:50,320 that information being said, on behalf and Sheila, Janelle and 868 00:58:50,320 --> 00:58:52,770 the entire Genesys team, I want to thank you again 869 00:58:52,770 --> 00:58:57,410 for joining today's 2021 Contact Center Buyers Guide webinar. Until 870 00:58:57,410 --> 00:59:02,480 next time, have a good one, everyone. Thank you. Thank 871 00:59:02,480 --> 00:59:02,500 you.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001kzXcQAI"] Meet the Speakers Sheila McGee Smith Founder and Principal Analyst McGee Smith Analytics Janelle Dieken Senior Vice President of Content Marketing Genesys

Webinar Bytes 2021 Contact Center Buyers Guide Webinar [cutoff co_thick="2px"]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.JTNDaWZyYW1lJTIwc3JjJTNEJTIyaHR0cHMlM0ElMkYlMkZnby5wYXJtb25pYy5jb20lMkZ3aWRnZXQlMkZwcmV2aWV3JTJGMjYyNiUzRndlYmluYXJWaXNpYmxlJTNEZmFsc2UlMjZtb21lbnRJZHMlM0QxNjYwNyUyNm1vbWVudElkcyUzRDE2NjAyJTI2bW9tZW50SWRzJTNEMTY1OTUlMjZtb21lbnRJZHMlM0QxNjU5MCUyNm1vbWVudElkcyUzRDE2NTkzJTI2bW9tZW50SWRzJTNEMTY1OTElMjZtb21lbnRJZHMlM0QxNjYwNCUyMiUyMHdpZHRoJTNEJTIyMTAwJTI1JTIyJTIwaGVpZ2h0JTNEJTIyNDUwcHglMjIlMjBmcmFtZWJvcmRlciUzRCUyMjAlMjIlM0UlM0MlMkZpZnJhbWUlM0U=The technology landscape continues to evolve -- even as we move into a post-pandemic world. Keeping pace with the dramatic industry changes while balancing priorities, budget and resources is challenging -- but not impossible. Watch these webinar bytes as we analyze the top trends predicted for 2021 and provide some practical advice on navigating these changes in this new year and beyond. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Sheila McGee Smith Founder and Principal Analyst McGee Smith Analytics Janelle Dieken Senior Vice President of Content Marketing Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:05,720 As we moved into 2020, the predictions then were an 2 00:00:05,720 --> 00:00:12,240 increased need for digital engagement and ways that we could 3 00:00:12,240 --> 00:00:17,500 integrate digital engagement with live agents because just more and 4 00:00:17,500 --> 00:00:23,840 more were looking for those digital channels. Virtual bots, virtual 5 00:00:23,840 --> 00:00:28,840 agents, whatever we call them, intelligent virtual assistants, other types 6 00:00:28,840 --> 00:00:33,760 of artificial intelligence and machine learning, we're primarily in the 7 00:00:33,760 --> 00:00:38,270 investigation and early adopter phase. So there's some people trying 8 00:00:38,270 --> 00:00:41,540 it for small use cases, but it's still very early 9 00:00:41,540 --> 00:00:46,650 stages. The move to the cloud was increasingly being considered 10 00:00:46,650 --> 00:00:51,260 to be inevitable, but for a lot of companies it 11 00:00:51,260 --> 00:00:54,840 was still allowing for a one to three- year planning 12 00:00:54,840 --> 00:00:59,890 cycle, there was no immediacy around it. If you think 13 00:00:59,890 --> 00:01:03,420 about it, just a year ago UCaaS as a service and Contact 14 00:01:03,420 --> 00:01:07,670 Center as a service were generally considered to be separate 15 00:01:07,670 --> 00:01:11,850 decisions. Sometimes those were being made together, but more often 16 00:01:11,860 --> 00:01:16,100 than not those were separate decisions. When companies thought about 17 00:01:16,620 --> 00:01:23,790 APIs and platform features for their contact centers, those were 18 00:01:23,790 --> 00:01:29,170 considered possibilities that might become relevant in the future and 19 00:01:29,170 --> 00:01:32,630 were worthy of investigation, but it wasn't a, " Oh my 20 00:01:32,630 --> 00:01:35,090 gosh, what does my vendor have there?" Kind of a 21 00:01:35,090 --> 00:01:42,460 thing yet. As we then flash forward to 2021, and 22 00:01:42,460 --> 00:01:47,700 not to that but to 2021, what happened? What happened 23 00:01:47,700 --> 00:01:52,980 during 2020 is that the things that we were worried 24 00:01:52,980 --> 00:01:56,190 about, the things we were thinking about, didn't change as 25 00:01:56,190 --> 00:02:01,180 much as the immediacy changed. It was the timing, the 26 00:02:01,250 --> 00:02:05,420 urgency, that changed. So the same things are in the 27 00:02:05,420 --> 00:02:09,650 word cloud, but suddenly there's an increased need for digital 28 00:02:09,650 --> 00:02:14,360 engagement methods that are unified with voice agent capabilities, because 29 00:02:14,420 --> 00:02:19,000 of everyone, every business having to move to eCommerce, because 30 00:02:19,000 --> 00:02:24,540 of shelter- in- place orders sent agents home, kept people 31 00:02:24,540 --> 00:02:29,600 home and as we're seeing now in 2021, continues to 32 00:02:29,600 --> 00:02:35,950 cycle as geographic areas, as municipalities and countries come in 33 00:02:35,950 --> 00:02:37,890 and out of lockdown states.

AppFoundry Webinar Meet 2021 call center KPIs with a CRM-hosted CTI [cutoff co_thick="2px"]Wednesday, January 6 @ 8 AM PT The right computer telephony integration (CTI) solution can help you exceed 2020 contact center KPIs — and get your performance on track for 2021. Empower your agents to efficiently serve customers and gain visibility into interactions for intelligent decision-making. With InGenius for the Genesys Cloud™ platform, you get features like screen pop, click-to-dial, automated call logging and call reports. Join us on January 6th to learn how CTI can: Drive agent productivity Improve customer satisfaction Monitor and measure agent performance Identify customer pain points [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001ky7iQAA"] Meet the Speaker Keith Berg General Manager, Contact Center Productivity Upland Software

Monthly Demo See Genesys Cloud in action: Predictive Engagement [cutoff co_thick="2px"][webinarschedulesingle]Making sure customers get to where they need to be is vital. In this live demo of the Genesys CloudTM platform, you’ll see how predictive engagement can influence web customers, invoke digital chat and use voice when escalations are required. This demo also covers: Web interactions and Genesys web widgets Digital chatting with an option to escalate to voice, on demand Personal script pages and more [mktoform cta_header="REGISTER NOW!" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kzHZQAY"] Meet the Speakers Brad Forsythe Senior Strategic Sales Consultant Genesys JJ Earle-Henson Senior Strategic Sales Consultant Genesys

AppFoundry Webinar How to keep up with complex and evolving reporting requirements [cutoff co_thick="2px"]Thursday, December 17 at 8 AM PT Whether you’ve recently migrated to the cloud or made the move a while ago, you’ve probably identified gaps in your reporting and analytics. And you’re probably wondering how to bridge those gaps from your previous platform — while meeting changing reporting requirements. This is particularly true for enterprise environments with multiple reporting tools like Salesforce, Zendesk and more. In this webinar, you’ll learn how getting the right data — in real time — improves your position in the market. Together, eMite and Genesys make post-migration reporting seamless.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kyzaQAA"] Meet the Speakers Lacey Emery National Director eMite Tyrel Jensen Senior Solutions Consultant eMite

Genesys Webinar Genesys Innovations - Quarterly Webinar [webinarschedule][cutoff co_thick="2px"]65% of organizations will have shifted to digital first through automated operations and contactless experiences, as physical interactions become an amenity of the past, according to IDC. Change is inevitable but it doesn’t have to be hard. Creating the best customer experiences requires having the best solutions at your fingertips. Genesys continues to work hard to equip you with just that. Join us in this quarterly webinar to learn about our latest innovations and capabilities. Hear from Genesys product leaders about our latest enhancements across digital, artificial intelligence (AI), workforce engagement, analytics, inbound, outbound and more. You’ll also hear how Genesys is delivering new capabilities that support our vision of Experience as a Service. We’ll dive into how these new capabilities and features can benefit your business and customer experiences today no matter what solution or deployment you’re on. Register now for this webinar to learn about: How innovation drives Experience as a Service What’s new in Genesys Cloud and Genesys Engage with its multicloud architecture How these innovations can positively impact your business [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kyYZQAY"] Meet the Speakers Tejus Korde VP, Product Marketing Genesys Mike Szilagyi SVP, Product Management Genesys Tod Famous VP, Product Management Genesys

AppFoundry Webinar Overcoming remote agent challenges with active voice biometrics [cutoff co_thick="2px"]Tuesday, December 8 at 8:00 AM PT Contact centers managers across all verticals want technology that not only streamlines remote agent productivity but also enhances security. One way to do this is with active voice biometrics authentication that occurs in an IVR — before a caller is even transferred to an agent. In this webinar, we’ll explore how implementing automation, self-service and robust security practices removes the burden on remote agents — especially for routine inquiries, transactions and interactions. LumenVox Active Voice Authentication is compatible with the Genesys Cloud™ platform and enables a quick, convenient and secure contact center authentication strategy that will decrease agent handle time and increase containment.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kz3cQAA"] Meet the Speaker Matt Whipple Senior VP, Voice Biometrics LumenVox

Exclusive live demo webinar Take control of digital channels with predictive engagement [cutoff co_thick="2px"][webinarschedule]Website traffic is on the rise. So, prioritizing, engaging and personalizing every customer experience can be tricky. The right solution lets you monitor real-time web traffic to broaden customer journey data. And that means you can create experiences that drive business results in your contact center. In this live demo webinar, you’ll see how predictive capabilities give you the data needed to tailor customer experiences and drive results. The solution allows you to: Understand your customers Identify what your customers need to route to the best resources Know when to engage customers during their journeys on the most effective channel [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kxqXQAQ"] Meet the Speakers Richard McCrossan Digital AI Sales Lead Genesys Joe Ciuffo Director, Product Marketing Genesys

AppFoundry Webinar How voice technology changes the customer experience [cutoff co_thick="2px"]DECEMBER 1 AT 8:00 AM PT Voice technology is transforming the customer experience in the contact center for the better. Gone are the days when voice wasn’t accurate enough or available in enough languages. Having accurate any-context speech recognition at the foundation of your automation technologies can enhance and change the way you operate your contact center. And that can empower you to deliver exceptional customer experiences. In this webinar, Piet Knight from Speechmatics explains how voice technology is the future of enhanced customer experiences — and why you should look to integrate voice technology into your workflow today.[mktoform cta_header="REGISTER NOW" cta_button="Register today!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kxvmQAA"] Meet the Speaker Pieter Knight Senior Executive Speechmatics

Monthly Demo See Genesys Cloud in action: Accurately plan for 2021 with WEM [cutoff co_thick="2px"][webinarschedulesingle]Recognizing patterns from this year allows you to accurately plan for 2021. The artificial intelligence (AI)-powered forecasting engine in Genesys CloudTM Workforce Engagement Management capabilities uses seasonal, trend and stationary data to identify outliers and detect patterns. In this month’s Genesys Cloud demo, we’ll review everything you need to start 2021 on the right foot. We’ll discuss what forecasting is, why it’s important and, more importantly, how the Genesys AI-powered forecasting engine helps you prepare for what’s to come.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kyVaQAI"] Meet the Speaker Brad Forsythe Senior Strategic Sales Consultant Genesys

AppFoundry Webinar Improve efficiency with AI and automation in 2021 [cutoff co_thick="2px"]Wednesday, November 18, 2020 at 8 AM PT Contact centers struggle with efficiency in the new normal of remote work. According to McKinsey, agents spend 19% of their time looking for answers or tracking down help. And admins waste time managing and updating resources. In 2021, improved contact center ROI is as simple as eliminating the unnecessary steps it takes to find answers and manage information. Join our panel of experts to find out on how automation and intelligent integrations can improve efficiency and drive ROI. You’ll learn how: Artificial intelligence (AI) changes how contact centers operate remotely Next-generation AI is transforming chat, messenger and voice Agent-assist technology can save teams valuable hours of work per week [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kyH9QAI"] Meet the Speakers Jim Whatton Vice President, Solution Consulting Genesys Dan Stoops Solutions Architect Genesys Sedarius Perrotta Head of Innovation Shelf Jeff Stroum Solutions Architect Shelf

Demo Webinar Integrate Microsoft Teams with Genesys Cloud Simplify communication and collaboration for great customer experiences [cutoff co_thick="2px"][webinarschedule]With more employees working from home, businesses must adapt. Keeping employees connected and engaged is a challenge. This has led to an uptick in collaboration tools like Microsoft Teams. The Genesys CloudTM integration with Microsoft Teams lets employees collaborate and empowers them to deliver great customer experiences — from anywhere. In this on-demand demo, you’ll learn how a single collaboration interface can: Boost agent productivity Improve first-contact resolution Drive personalized experiences Build customer loyalty We’ll also highlight the native integration between Genesys Cloud and Microsoft Teams. And, for a limited time, you can get free integration of Microsoft Teams and the Genesys Cloud platform. Learn more.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001kxdnQAA"] Meet the Speakers Chris Connolly Vice President, Solution Strategy Genesys Mike Ammerlaan Director, Product Marketing Microsoft 365 Ecosystem Trey Buck Senior Product Manager Genesys

AppFoundry Webinar Enhance customer experience with improved audio performance [cutoff co_thick="2px"]NOVEMBER 4, 2020 AT 8AM PT Contact centers are transforming from their traditional agent structures, focusing on omnichannel and artificial intelligence (AI)-driven capabilities that improve customer satisfaction and loyalty. Still, voice continues to play an essential part in customer support, as most customers prefer the human interaction and feelings of empathy that AI don’t provide. Advanced headset technologies can improve both the customer experience and the well-being of contact center agents. In this webinar, we’ll cover the latest integration of EPOS headsets with the Genesys® PureConnect™ platform to learn the importance of active-noise cancellation in headsets. We’ll also dive into EPOS technologies like ActiveGard® and EPOS Manager to explore how these tools can help you manage, control and schedule software updates. Sign up for the webinar, “Enhance customer experience with improved audio performance” to learn how to create comfort and audio perfection in the hybrid workplace — and for remote workers.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kxCSQAY"] Meet the Speakers Jurate Beniulyte Head of Strategic Alliance EPOS Carsten Steffensen Global Technical Alliance Manager EPOS

AppFoundry Webinar Reduce handle times and improve customer experience with instant video calls [cutoff co_thick="2px"]October 29, 2020 AT 8:00 AM PT Augmented reality (AR) video technology can empower agents to solve issues in half the time of traditional phone calls. Connect with customers instantly over video — without having to install an app or schedule a meeting. Whether you need to support a product, start an insurance claim or simply consult with remote patients, video can save time. Attend this webinar to learn how to implement video as a support channel and offer best-in-class support immediately. Video calls with your customers can reduce handle times and improve customer experience. See what your customer is seeing while using enhanced augmented reality (AR) features. Tethr It Now offers the fastest video connection for all devices through the Genesys CloudTM platform. After instantly connecting with your customers, your agents will have access to these features: AR live pointer AR picture capture AR annotations Co-browse capabilities Screen-share documents Ability to share/view photos taken on customer devices Ability to geolocate a device Three-way calling with another technical expert in your company Sign up now for the webinar to see why top companies choose video calling to provide best-in-class customer support.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kxCNQAY"] Meet the Speakers Sam Hampton CEO Tethr It Now James Richerson Principal Tethr It Now

AppFoundry Webinar Maintain work-from-home productivity and compliance with remote monitoring [cutoff co_thick="2px"]October 22, 2020 AT 8:00 AM PT Contact centers managers must supervise agents to ensure productivity and engagement remain high — and that sensitive information is safe. But the shift to working from home has made this increasingly difficult. Agent Interact improves on-premises supervision and restores direct, visual monitoring of remote staff. It uses webcams and automated actions to deliver visual proof that team members are productive and adhering to compliance regulations — without taxing bandwidth. Agent Interact lets you: Protect sensitive data Maintain regulatory “clean desk” compliance Enhance productivity Enable team knowledge Facilitate onboarding Agent Interact is the only monitoring solution designed for global team supervision. It integrates with the Genesys Cloud™ platform and offers an alternative to Zoom and Google Meet.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kx9nQAA"] Meet the Speakers Matt Gabrielson President Trendzact John Dixon Client Success Trendzact Hui Wu-Curtis President/COO World Connection BPO Ian Roberts Director, Care Operations & Technology Quicken

Analyst Webinar CCaaS in 2020: Trends informing the movement [cutoff co_thick="2px"][webinarschedule]Contact center as a service (CCaaS) has evolved into an essential part of every business. From enabling remote agents to facilitating cloud migration, to adding digital channels, there has been a push for flexibility, agility, scale and speed.  The Integral Care of Travis County in Texas and Genesys are combining forces to lead the conversation on how a historically slow-to-change industry is evolving to meet customer and employee needs.  Join guest speaker Art Schoeller, Vice President, Principal Analyst at Forrester Research, Sunila Levi, The CIO at The Integral Care of Travis County in Texas and Fernando Egea, Vice President, Strategic Solutions at Genesys to:  Learn how the CCaaS landscape has changed  Discover contact center solution buyer trends  Hear considerations for moving your contact center to the cloud  [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kxWNQAY"] Meet the Speakers Guest Speaker: Art Schoeller VP, Principal Analyst Serving Application Development & Delivery Professionals Forrester Research Guest Speaker: Sunila Levi Chief Information Officer Integral Care Fernando Egea VP, Strategic Solutions Genesys

AppFoundry Webinar Reinventing speech synthesis for personalized CX and brand [cutoff co_thick="2px"]AppFoundry On-demand Webinar Conversational AI and contact center customer experience (CX) personalization are challenging the conventional approach to speech synthesis (text-to-speech). Your digital assistants and virtual agents are your brand ambassadors and it’s time to move beyond synthetic voices that are stuck in one style, monotonic, off-the-shelf or unbranded. Learn how groundbreaking Speechmorphing speech synthesis technology and solutions can help you build your brand and elevate your customer experience with personalization.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kwG3QAI"] Meet the Speaker Shing Pan VP Marketing and Business Development Speechmorphing

Webinar Bytes 5 things to consider when building chatbots [cutoff co_thick="2px"]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.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Keep your customers happy, avoid the avalanche of interactions across channels and lower your costs to serve by deploying chatbots as a powerful tool to answer rising expectations. Learn to create chatbots that improve the customer experience, instead of increasing customer frustration. Meet your customers on every channel, at any time, without driving up costs or overwhelming your agents. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Joe Ciuffo Product Marketing Director Genesys Torsten Moritz Service Owner Communication Systems Bosch Service Solutions [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:03,160 So maybe a short introduction, not about Bosch, I think 2 00:00:03,160 --> 00:00:07,610 you all are familiar with the company, most of you will have some dishwashers, 3 00:00:08,160 --> 00:00:12,430 other devices at your house. So Bosch is kind of a very huge company with multiple divisions. This is one of the reasons or one of 4 00:00:12,430 --> 00:00:28,080 the backgrounds we need to understand for our use cases. So one of the interesting story of Bosch is the amount 5 00:00:32,180 --> 00:00:54,010 of employees and what I outlined also, the amount of divisions we have. As it's on the first slide, I'm belonging to Bosch Service Solutions, which is an owned division. We are doing business process outsourcing, so we are on BPO provider for internal and external customers. So I 6 00:00:54,010 --> 00:00:57,240 wanted to give you the framework where we are working in and 7 00:00:57,240 --> 00:01:04,590 also how the Genesys platform fits into our business. So you're all familiar with 8 00:01:04,590 --> 00:01:07,930 Bosch so let's move over to my division, Bosch Service Solutions. I will then go over to the next slide, so Bosch Service Solutions started out of a called devices were 9 00:01:07,930 --> 00:01:41,589 delivered by Bosch and the missing part was the customer service. And out of this distribution become an a BPO provider, so the footprint is quite large. So the 10 00:01:41,589 --> 00:01:45,140 variety of different customers we have is quite big. So 11 00:01:47,310 --> 00:01:58,950 different countries, different divisions, different areas of consumer services, so 12 00:01:59,560 --> 00:02:07,130 that lead to a huge demand of diversity in our portfolio for our chatbots and other services we offer with the 13 00:02:07,130 --> 00:02:33,940 Genesys platform. So looking over to the different services we offer at our division, the area where we focus now with this webcast is the customer experience services. As you see different deliveries and they really, at the end, most likely covering all of your businesses, so we're doing a different 14 00:02:35,270 --> 00:02:38,730 business tenure but at the end, I think we're not 15 00:02:38,730 --> 00:02:42,070 BPO but we are covering most likely from the content, 16 00:02:42,070 --> 00:02:45,500 one of your businesses where you're from. So at the 17 00:02:45,500 --> 00:02:49,480 end, the things I'm trying to outline today are more 18 00:02:49,480 --> 00:02:52,880 general but it should be able for you to pick 19 00:02:52,880 --> 00:02:56,350 up or to reuse when you try to integrate both and 20 00:02:56,350 --> 00:03:00,899 be successful with this. One of the major topics next 21 00:03:00,899 --> 00:03:06,940 to the variety of areas is the amount of locations we're 22 00:03:06,940 --> 00:03:11,300 operating the Genesys platforms. On the bottom you can see 23 00:03:11,380 --> 00:03:15,880 a different location from our division and on 15 locations 24 00:03:16,510 --> 00:03:20,260 we're running the Genesys platforms. So out of this we have 25 00:03:20,890 --> 00:03:25,390 a huge demand of different requirements when it comes to 26 00:03:25,390 --> 00:03:41,740 legal requirements, local requirements and so on. The combination of these different source of have a huge impact on how we build up our platform and how we're pushed to deliver new functionalities and also adapt to the market. The name in our terms for the Genesys platform is Unified Communications platform and as 27 00:03:59,070 --> 00:04:20,840 I mentioned, 15 different locations all connected to one single platform and because of this customer demand, we're doing a lot of integrations to what's difference systems and also in distribution case, also different bot platforms. So I think that's kind of unique, most likely you will start with one bot and then try to build it up for your customers for this bot. In our case, we did multiple ones.

AppFoundry Webinar Make quality and compliance certain, using AI, in a time of uncertainty [cutoff co_thick="2px"]Thursday October 1, 1:30 PM AEST (New South Wales) Managing a team has many moving parts, and the new COVID-19 norm of working from home has only increased these challenges. Delivering a great customer experience with remote agents takes a new level of clarity and insight to demystify the unknown. Revolutionary technology from Daisee provides automated analysis and insight of 100% of your customer interactions. It uses artificial intelligence (AI) and machine learning to automatically derive meaning within a conversation, accurately and in near-real time. Tune in to hear: How AI is being used to accurately automate the analysis of customer interactions How MYOB improved their sales effectiveness using Daisee and lifted CSAT and NPS scores How to apply automated quality assurance on every customer interaction with the Daisee App for Genesys Cloud Register now, and you'll also see the world’s first digital Programmable Scorecard™ from Daisee, and how it transforms 100% of your interaction data into action for your team.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kwG8QAI"] Meet the Speakers Richard Kimber CEO & Founder Daisee Steve Targus Contact Center Operations Manager MYOB

MIT Analyst Webinar AI in the contact center: The promise, reality and future [cutoff co_thick="2px"]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.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Companies across all industries are using artificial intelligence (AI) in the contact center to improve customer care, increase operational efficiency and enhance security. But how they’re going about it is changing rapidly. Join Claire Beatty, Editorial Director for International Markets at MIT Technology Review Insights; Janelle Dieken, Senior Vice President of Product Marketing at Genesys; and Aarde Cosseboom, Sr. Director of GMS Technology, Product and Analytics at fashion retailer TechStyle, to learn about the driving forces behind one brand’s vision and success. Get details on current AI use cases, challenges and trends — and see how the COVID-19 pandemic has changed the trajectory of AI in the contact center. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Claire Beatty Editorial Director for International Markets MIT Technology Review Insights Aarde Cosseboom Sr. Director of GMS Technology, Product, & Analytics TechStyle Janelle Dieken Senior Vice President, Product Marketing Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:03,340 So first of all, let me introduce you to the 2 00:00:03,340 --> 00:00:10,980 research that we will be presenting today. In December, 2019 3 00:00:10,980 --> 00:00:15,230 and January, 2020, we conducted a global survey of about 4 00:00:15,290 --> 00:00:19,810 1000 AI leaders, C level executives, heads of sales and 5 00:00:19,810 --> 00:00:23,330 marketing all across the world, so in Latin America, North 6 00:00:23,330 --> 00:00:27,280 America, Europe, the middle East and Africa and Asia Pacific. 7 00:00:27,570 --> 00:00:29,780 And the questions that we asked them are here on your screen. 8 00:00:29,780 --> 00:00:33,620 So what is the status of AI adoption globally? And 9 00:00:33,620 --> 00:00:36,730 what are the leading use cases? What are the benefits 10 00:00:36,730 --> 00:00:39,830 that companies are seeing through AI adoption so far and 11 00:00:40,250 --> 00:00:43,430 what are some of the obstacles? And then lastly, the idea of 12 00:00:43,470 --> 00:00:47,020 data sharing. So how are companies looking at the data sets that 13 00:00:47,020 --> 00:00:50,950 they have thinking about the potential benefits that could be 14 00:00:50,950 --> 00:00:54,990 gained if they share that data with third parties and 15 00:00:54,990 --> 00:00:56,490 what would it mean? What would they need to see 16 00:00:56,490 --> 00:00:58,880 in order to jump into this new world of data 17 00:00:58,880 --> 00:01:03,280 sharing? So with that, let me dive straight into some 18 00:01:03,280 --> 00:01:07,740 of the results of the survey. So the headline finding 19 00:01:07,740 --> 00:01:12,030 is that of the large companies that we surveyed, by 20 00:01:12,030 --> 00:01:16,360 the end of 2019 about 87% said that they were 21 00:01:16,360 --> 00:01:20,620 using AI somewhere in their business operations and the chart 22 00:01:20,900 --> 00:01:25,120 that's on your slide here shows the industries that are 23 00:01:25,140 --> 00:01:29,789 perhaps furthest ahead in this AI journey. And we see 24 00:01:29,789 --> 00:01:35,730 that financial services has really high expectations of AI. The 25 00:01:35,730 --> 00:01:39,740 question is within three years, approximately what percentage of your 26 00:01:39,740 --> 00:01:43,700 business processes will use AI? So you can see financial 27 00:01:43,700 --> 00:01:47,480 services is the furthest ahead. And they just have so 28 00:01:47,480 --> 00:01:53,180 many use cases from customer processes to back office operations, 29 00:01:53,480 --> 00:01:58,730 to risk management, to portfolio management, to cybersecurity. So they're 30 00:01:58,730 --> 00:02:07,840 actually very mature in using AI in the business. So 31 00:02:07,840 --> 00:02:14,240 next we looked at what are the largest AI use 32 00:02:14,240 --> 00:02:19,130 cases globally. And we saw the lead finding is that 33 00:02:19,300 --> 00:02:23,950 quality control followed by customer care and support and cybersecurity 34 00:02:23,950 --> 00:02:29,360 are the leading use cases globally. And if we think 35 00:02:29,360 --> 00:02:34,410 about quality control, there are just so many different ways 36 00:02:35,050 --> 00:02:37,730 that might look like depending on what industry you're in, whether you're in 37 00:02:38,700 --> 00:02:42,770 pharma or manufacturing, you might be using a different array 38 00:02:42,820 --> 00:02:46,270 of AI technologies for that use case, but that is 39 00:02:46,270 --> 00:02:47,360 the leading use case

Webinar Bytes Unlock the transformative power of AI for contact centers Deliver 24/7 customer support with bots for CX sustainability 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.JTNDaWZyYW1lJTIwc3JjJTNEJTIyaHR0cHMlM0ElMkYlMkZnby5wYXJtb25pYy5jb20lMkZ3aWRnZXQlMkZwcmV2aWV3JTJGMTkxMyUzRndlYmluYXJWaXNpYmxlJTNEZmFsc2UlMjZtb21lbnRJZHMlM0QxMTQ0OSUyNm1vbWVudElkcyUzRDExNDUxJTI2bW9tZW50SWRzJTNEMTE0NjAlMjZtb21lbnRJZHMlM0QxMTQ1MyUyNm1vbWVudElkcyUzRDExNDU1JTI2bW9tZW50SWRzJTNEMTE0NTglMjIlMjB3aWR0aCUzRCUyMjEwMCUyNSUyMiUyMGhlaWdodCUzRCUyMjQ1MHB4JTIyJTIwZnJhbWVib3JkZXIlM0QlMjIwJTIyJTNFJTNDJTJGaWZyYW1lJTNFJTBBJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwOffering 24/7 customer support is more important than ever during these uncertain times. Fortunately, artificial intelligence (AI) is poised to transform contact centers and improve customer experience — without compromising operational efficiency. It can empower leading brands to make customers happier and increase customer lifetime value. Yet, a 2020 IDC research shows that less than 10% of customer interactions occur via virtual agents. And only one-third of the organizations surveyed were prepared to enable a remote contact center workforce when COVID-19 stay-at-home mandates were issued. Join IDC, Google Cloud and Genesys panelists as they discuss how AI-powered chatbots and voicebots can achieve customer experience sustainability. Watch the full webinar by clicking this link.[cutoff] Meet the Speakers Antony Passemard Guest Speaker Applied Conversational AI and CCAI Lead Google Cloud Ritu Jyoti Guest Speaker Program Vice President, Artificial Intelligence IDC Chris Connolly Vice President, Solution Strategy Genesys [cutoff]1 00:00:00,000 --> 00:00:02,830 we're going to look at some Insights from IDC, what the world 2 00:00:02,830 --> 00:00:05,750 looks like today, and really looking at how we unlock 3 00:00:05,750 --> 00:00:10,000 the power of artificial intelligence, and apply that in in 4 00:00:10,000 --> 00:00:14,540 Contact Center specifically. We're also going to have a panel discussion and please 5 00:00:14,540 --> 00:00:16,520 feel free to ask us questions now, or if you've 6 00:00:16,670 --> 00:00:18,770 got something that's on your mind, put under the Q& 7 00:00:18,770 --> 00:00:20,520 A window, because we're going to get to it very, 8 00:00:20,520 --> 00:00:23,780 very soon. We also want to talk about some of the things that 9 00:00:23,780 --> 00:00:26,690 you can do right away to improve your customer experience 10 00:00:26,760 --> 00:00:30,490 using artificial intelligence. As per our research across most industries, 11 00:00:30,690 --> 00:00:34,350 brands of all sizes have started to push heavily towards 12 00:00:34,390 --> 00:00:38,660 increased automation in their customer service, as well as employee 13 00:00:38,660 --> 00:00:47,340 self- service, sales, marketing, human resources, IT help desk. You might wonder, "What has really changed?" Most 14 00:00:47,370 --> 00:00:50,740 of these brands are now looking for conversational AI as one 15 00:00:50,740 --> 00:00:55,220 of the key drivers for that automation. And as conversational 16 00:00:55,420 --> 00:00:59,650 AI allows brands to use natural language processing and machine 17 00:00:59,650 --> 00:01:03,590 learning- based tools, to support both their customers and the 18 00:01:03,590 --> 00:01:10,510 agents who support these customers. And the conversational AI chatbots and voicebots, 19 00:01:10,980 --> 00:01:14,490 they're more sophisticated these days. But before I move on 20 00:01:14,490 --> 00:01:16,670 to the next slide, another very interesting stat that I 21 00:01:16,670 --> 00:01:19,470 want to share here is that we spend a lot 22 00:01:19,470 --> 00:01:21,800 of time talking to the end users and don't worry, 23 00:01:21,800 --> 00:01:25,490 there's still research as well, that what is really coming 24 00:01:25,490 --> 00:01:28,190 up and shaping up in addition to just the voicebots 25 00:01:28,190 --> 00:01:33,280 and chatbots is the computer vision effect to it. The computer vision 26 00:01:33,280 --> 00:01:37,420 has become more mature with image recognition achieving significant improvements. 27 00:01:37,530 --> 00:01:41,320 Thanks to deep learning techniques, computer vision, and CRM is 28 00:01:41,320 --> 00:01:45,050 very early stage. I guess, again, coming back to current 29 00:01:45,400 --> 00:01:51,270 times and the research that you've seen, how will the Contact Centers adapt in to the modern world and 30 00:01:51,270 --> 00:01:58,260 the things that are going on today? Absolutely. It's not an easy thing, but I always love 31 00:01:58,260 --> 00:02:01,130 to say this, " There's no choice." Customers have to do 32 00:02:01,130 --> 00:02:05,910 this in order to be innovative, providing, improving on the 33 00:02:05,910 --> 00:02:09,730 customer experience, but at the same time, not compromising on 34 00:02:09,730 --> 00:02:12,650 the operational efficiency. And it's a great balance that customers 35 00:02:12,650 --> 00:02:16,490 need to do. I was going to say, the business driver, what we're seeing is, now 36 00:02:16,490 --> 00:02:20,400 the customer will come and first think about operational efficiency, cost reduction 37 00:02:20,400 --> 00:02:22,710 are the first thing they have in mind. But the 38 00:02:22,740 --> 00:02:26,590 reality is, when you start doing a Contact Center and 39 00:02:26,590 --> 00:02:29,730 put Contact Center AI in your Contact Center, you're really 40 00:02:29,730 --> 00:02:33,280 transforming your customer experience across all channels. And the business 41 00:02:33,280 --> 00:02:36,560 drivers to provide a coherent experience when you're on chat, 42 00:02:36,610 --> 00:02:38,390 when you're on voice, when you're on your web, or 43 00:02:38,390 --> 00:02:42,730 your mobile app, where the engine behind it, the AI 44 00:02:42,730 --> 00:02:46,070 behind is able to manage across those channels, switch channels, understand 45 00:02:46,480 --> 00:02:49,170 what was said, the context, the past history, et cetera, 46 00:02:49,350 --> 00:02:53,850 and provide you a unique voice for the company to 47 00:02:53,850 --> 00:02:57,730 that customer or that user, if talk about organizations. I 48 00:02:57,730 --> 00:03:01,090 want to maybe echo something that you said there, about providing 49 00:03:01,760 --> 00:03:05,510 empathetic customer experiences. And now more than ever, I feel 50 00:03:05,510 --> 00:03:08,200 like we need to have empathy for our fellow human. 51 00:03:08,230 --> 00:03:12,060 We're all going through something we know this is a generational thing. 52 00:03:12,670 --> 00:03:16,600 Something we haven't seen in many generations. So, what we're 53 00:03:16,860 --> 00:03:23,140 experiencing now is different, but crisis creates opportunity. And we're 54 00:03:23,140 --> 00:03:26,810 also seeing that this is actually being a bit of 55 00:03:26,810 --> 00:03:29,800 a non dialogue, as you said, Ritu, to some of 56 00:03:29,800 --> 00:03:36,790 the applications of AI. I An Agent Assist as you 57 00:03:36,790 --> 00:03:39,150 said, is a little newer in it's technology, but it's 58 00:03:39,150 --> 00:03:42,570 really a breakthrough that's been enabled by the advent of 59 00:03:42,570 --> 00:03:45,170 voice and speech to text in particular, speech to text 60 00:03:45,260 --> 00:03:52,170 technologies. Google has a long history of trying to understand 61 00:03:52,170 --> 00:03:55,830 speech either through understanding YouTube videos, to be able to 62 00:03:55,830 --> 00:03:59,610 search them and remove hate speech in YouTube videos. Either 63 00:03:59,610 --> 00:04:03,090 through a Google Home Assistant, and understand all the requests 64 00:04:03,090 --> 00:04:05,930 from users, that's millions and millions of requests every year. 65 00:04:07,530 --> 00:04:12,360 And also through transcription of voice messages on phone. You 66 00:04:12,360 --> 00:04:16,080 have Google voice and you can do your voicemail transcription. 67 00:04:16,080 --> 00:04:19,380 Genesys has some artificial intelligence technology on its own with something 68 00:04:19,380 --> 00:04:22,110 we call Predictive Web Engagement, that allows you to engage 69 00:04:22,110 --> 00:04:25,140 customers based on all of the data that we know 70 00:04:25,140 --> 00:04:27,430 and drive them to an experience that is very best 71 00:04:27,430 --> 00:04:32,620 for them. Sometimes that's a human. Sometimes that's a piece of content. Other times that's a 72 00:04:32,620 --> 00:04:36,600 bot. And using that upfront decision logic in an orchestration, 73 00:04:36,770 --> 00:04:40,410 we can really optimize that end to end customer experience 74 00:04:40,570 --> 00:04:42,930 and bring in the technology at the right time.

Monthly Demo See Genesys Cloud in action: Level up employee engagement with gamification [cutoff co_thick="2px"][webinarschedulesingle]Competition, collaboration, achievement and recognition can all be natural motivators. When used in the contact center, gamification tools zero in on these intrinsic motivations, focusing on agent behavior and playing to specific strengths. Plus, gamification tools are intuitive and easy to use — you can install and use them in a matter of days. Join us for the upcoming Genesys Cloud Demo, where we walk through using gamification in the call center. See how these tools work for agents and team leads. Learn how to boost customer experience and employee satisfaction with gamification tools.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kwsXQAQ"] Meet the Speakers Brad Forsythe Senior Strategic Sales Consultant Genesys JJ Earle-Henson Senior Strategic Sales Consultant Genesys

Analyst Webinar Top five ways to prepare your contact center for a post-pandemic world [cutoff co_thick="2px"][webinarschedule]Recent months have been about survival. But now, it’s time to look at how to further optimize your contact center for everything that comes next. Join Ken Landoline, Principal Analyst of Customer Engagement at Omdia, and Jason Alley, Senior Director of Product Marketing at Genesys, to learn how you can optimize your call center technology and build high-performance teams — whether they’re working from home, in the office or a mix of both. You’ll walk away empowered to take your contact center to the next stage and you’ll gain a deeper understanding in how to: Optimize your business processes and foster greater collaboration across remote and in-office teams Build high-performing teams with tools that deliver exceptional experiences across all channels Set up your teams for success with better performance management and coaching [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kwN9QAI"] Meet the Speakers Jason Alley Senior Director, Product Marketing Genesys Ken Landoline Principal Analyst, Customer Engagement Omdia

AppFoundry Webinar A look at voice biometrics and why you should care [cutoff co_thick="2px"]Customers expect good service that predicts their needs and delivers on their expectations. And they look to contact center agents for answers. But those agents need to be sure they're speaking with the actual customer they should be speaking with — over the phone. This makes fraud reduction a top priority — and this is where voice biometrics comes in. As major financial institutions, healthcare providers and government agencies turn to active voice authentication to verify claimed identities over vulnerable voice channels, the growth of voice biometrics is exponential. Join us on Tuesday, September 22, 2020 at 8 AM PT, for a webinar that explores the world of voice. Learn what makes voice biometrics so user-friendly, verticals of adoption, compatibility with the Genesys Cloud™ platform, sales tactics and available resources. With LumenVox Active Voice Authentication technology, ensure you are providing a quick, convenient and secure authentication strategy to make your customers' contact center shine.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kwFyQAI"] Meet the Speaker Matt Whipple Senior VP, Voice Biometrics LumenVox

On-Demand Webinar Game on: Engage your at-home workforce [cutoff co_thick="2px"][webinarschedulesingle]Now more than ever, you need the right tools to adapt to change, manage your workforce and keep employee morale and productivity high. Join us as we kick off the Genesys gamification enablement series and learn how to get the most out of Genesys Cloud Workforce Engagement Management (WEM). Challenge yourself to up-level your operations, employee engagement and customer satisfaction. Hear from Genesys experts and customers on how to: Take advantage of the advanced (WEM) tools in Genesys Cloud Motivate your remote employees and boost performance by introducing gamification Earn GCAP points and badges through the Genesys Gamification Event Series Use the Genesys Community to get answers, access the latest resources and connect with peers to discuss everything WEM To take full advantage of all WEM has to offer, learn more about our 60-day free trial.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001kwDxQAI"] Meet the Speakers Merijn te Booij Genesys Cloud General Manager, Employee Engagement Solutions Genesys Pascal Leclerc Director, Solutions Genesys Marcela Areiza Product Marketing Manager Genesys

AppFoundry Webinar How to turbocharge your employee experience with data-led gamification [cutoff co_thick="2px"]Thursday, September 3, 2020 at 8 AM PDT With so many people working from home, it’s more important than ever to turbocharge your employee experience.  Your business must produce repeatable and consistent customer experiences even as employee needs and customer demands continue to grow and change exponentially.  Engaging your agents means building a culture of the right governance, affinity and connectedness. Attend this webcast to see how the Datagamz solution combines the science of actionable insights and gamification to bridge the gaps between employee experience and customer experience. You'll learn how to: Use Datagamz Analytics tool to draw actionable insights and identify gaps between employee and customer experience Deliver great customer experience by maintaining employee experience using gamification techniques Maintain agent and management connectedness using Datagamz TV broadcasts and game narratives [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001t9i0QAA"] Meet the Speakers Kunal Rahalkar CEO Datagamz Nadine Power Head of Product Engineering Datagamz

Demo Webinar [this_page_title] [webinarschedulesingle][cutoff co_thick="2px"]It’s estimated that by 2022, there will be 28.5% more real-time interactions than there are today. The only way for many businesses to manage this is with modern technology. Bridge the service gap with bots to automate basic tasks and ease the burden on agents, and you’ll handle more interactions without sacrificing customer experience. Artificial intelligence (AI)-powered chatbots let your business connect with customers at exactly the right time. So, callers can use self-service for simple issues and your agents are freed up to handle more complex interactions. In our August Genesys CloudTM Demo, you’ll see the new Genesys Dialog Engine. Learn how bots are managed in Genesys Cloud and how they integrate with other systems. Plus, we’ll build a bot, test it and publish it in real time. Join us to see how Genesys Cloud prepares you for the future.[mktoform cta_header="REGISTER NOW!" cta_button="Register Now" cms_hold="RG" cid_id="7011T000001kvmXQAQ"] Meet the Speaker JJ Earle-Henson Sr. Strategic Sales Consultant Genesys

Innovations Webinar Genesys innovations — what’s new [cutoff co_thick="2px"]To create the best customer experiences you need the best solutions. Genesys continues to innovate across digital, artificial intelligence (AI), workforce engagement, analytics, inbound, and outbound to give you more. Join Genesys product leaders for a quarterly webinar to learn about recent innovations and capabilities. They’ll dive into how these new capabilities and features can benefit your business and customer experiences — no matter what solution you use. Register now for this webinar to learn: What’s new in the Genesys CloudTM and Genesys EngageTM solutions How these innovations benefit your business The Genesys innovation strategy and what’s to come [webinarschedule] Plan ahead with our short agenda: General session: Key capabilities and innovations – Janelle Dieken, SVP, Product Marketing Solutions breakouts (held concurrently after general session) Genesys Cloud spotlight – Mike Szilagyi, SVP, Product Management Genesys Engage spotlight – Tod Famous, VP, Product Management, Genesys Engage [mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" form_p_target="custom" cms_hold="RG" cid_id="7011T000001t9j3QAA" url="https://www.genesys.com/webinars/genesys-innovations-whats-new-thank-you-page"] Meet the Speakers Janelle Dieken SVP, Solutions and Product Marketing Genesys Mike Szilagyi SVP, Product Management Genesys Tod Famous VP Product Management, Engage Genesys

AppFoundry Webinar Using data to drive agent performance [cutoff co_thick="2px"]Wednesday, August 26, 2020 at 8 AM PDT The novel coronavirus pandemic turned our world upside down. And you likely had to execute a quick, emergency plan to get your contact center agents the technology and resources necessary to work from home. Now that employees are settled into this new working dynamic, it’s time to measure performance. In the contact center, better agent performance leads to agent satisfaction — and that, ultimately, improves the customer experience. Agent scorecards give your managers and team leaders the performance insights they need – without the grind of manually pulling together the data. In this webinar, you’ll learn which data points to measure to gauge agent performance. Join us on August 26th to find out how the Brightmetrics Agent Balanced Scorecard helps you save time pulling the most useful data to improve your agents’ performance.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001t9aaQAA"] Meet the Speaker Matt Beatty EVP of Sales and Marketing Brightmetrics

On-Demand Webinar The psychology of motivating contact center employees [cutoff co_thick="2px"][webinarschedulesingle]There has been a lot of compelling research that explores the ties between psychology and the effects of employee recognition on business results. Now you can use technology to put that research into action for your contact center. In this webinar, you’ll learn: What the latest psychological research says about motivating your contact center employees What demotivates employees more than anything else How to use contact center technology to keep employees engaged and motivated through gamification and regular recognition [mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001t94oQAA"] Meet the Speakers Randy Carter Product Marketing Architect Genesys Pascal Leclerc Director, Solutions Genesys Frank Pettinato CEO Avantive Solutions

[this_page_title] [cutoff co_thick="2px"]Part of what keeps your brand on top is the technology stack you've built to deliver on your company's customer service experience. But if that tech stack is lacking a clear path to cloud built with proprietary systems, locked into single-vendor solutions, propped up by forklift upgrades it will not meet the challenges of today's dynamic service environment. In this keynote session, John Hernandez will share insights from top brands who have found security in flexibility. Follow their unique multicloud paths to contact center software deployments that improve customer experience and workforce engagement. You'll walk away with clear options to bring flexibility and control to your technology stack.[mktoform cta_header="Watch the keynote" cta_button="Watch on-demand now" cms_hold="RG" cid_id="7011T000001kwZoQAI"] Meet the Speaker John Hernandez SVP and General Manager, Genesys Engage

On-Demand Webinar Straight talk on end of support Expert advice on your contact center options [cutoff co_thick="2px"][webinarschedulesingle]If the technology that powers your contact center is nearing End of Manufacturer Support (EoMS), this will likely change the way you operate. It’s an opportunity to review your on-premises vs. cloud strategy, address security and compliance risk, and gain flexibility and resiliency to deal with unexpected business disruptions like Covid-19. Join independent industry consultant Steve Leaden, Founder and President, Leaden Associates, Inc and Fernando Egea, Vice President, Sales Strategy at Genesys to hear straight talk on what you need to know now to:  Evaluate your options Imagine what’s possible Assess your current state Define a realistic path to close the gap and achieve measurable results [mktoform cta_header="Explore your options" cta_button="Watch Now" cms_hold="RG" cid_id="7011T000001t9LpQAI"] Meet the Speakers Steve Leaden Founder and President Leaden Associates, Inc. Fernando Egea Vice President, Sales Strategy Genesys

Monthly Demo See Genesys Cloud in action: Salesforce Integrations [cutoff co_thick="2px"][webinarschedulesingle]Give your agents the CRM database information they need to serve your customers – without having to move between applications. Eliminate the time spent changing from one application to another during an interaction that frustrates customers and puts you and your agents in a tough spot. With the Genesys CloudTM solution, you can easily integrate with third-party applications like Salesforce so agents can reference customer information in the middle of an interaction — without leaving the platform. During the July Genesys Cloud demo, learn more about the Salesforce integration, including: How to embed Genesys Cloud into Salesforce Screen-pop cases based on an IVR selection Logging new records into Salesforce or combining them with existing records Creating cases upon receipt of a customer email How to integrate with Salesforce Einstein (AI) for keyword FAQs from webchat interactions [mktoform cta_header="WATCH NOW" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001t9B1QAI"] Meet the Speaker Brad Forsythe Senior Strategic Sales Consultant Genesys

Analyst Webinar Unlock the transformative power of AI for contact centers Deliver 24/7 customer support with bots for CX sustainability [cutoff co_thick="2px"][webinarschedule]Offering 24/7 customer support is more important than ever during these uncertain times. Fortunately, artificial intelligence (AI) is poised to transform contact centers and improve customer experience — without compromising operational efficiency. It can empower leading brands to make customers happier and increase customer lifetime value. Yet, a 2020 IDC research shows that less than 10% of customer interactions occur via virtual agents. And only one-third of the organizations surveyed were prepared to enable a remote contact center workforce when COVID-19 stay-at-home mandates were issued. Join IDC, Google Cloud and Genesys panelists as they discuss how AI-powered chatbots and voicebots can achieve customer experience sustainability. You’ll also learn: Top three actions to improve the customer experience Primary business drivers and measured benefits of using AI for customer service How contact center AI can increase customer satisfaction, empower human agents and augment business insights [cutoff co_thick="2px"]1 00:00:05,040 --> 00:00:08,530 Good morning, evening, and afternoon everyone. This is Josh Reed 2 00:00:08,530 --> 00:00:11,010 from the digital events team here at Genesys, and let me be 3 00:00:11,010 --> 00:00:14,400 the first to welcome you all to today's webcast, Unlock 4 00:00:14,400 --> 00:00:18,810 the Transformative Power of AI for Contact Centers. As we 5 00:00:18,810 --> 00:00:20,510 always do, we're going to start off with a couple 6 00:00:20,510 --> 00:00:23,690 of brief housekeeping items. First off, if you experience any 7 00:00:23,690 --> 00:00:27,040 problems with viewing or listening to today's webcast, refresh your 8 00:00:27,040 --> 00:00:28,730 browser and make sure that it's up to date to 9 00:00:28,730 --> 00:00:33,090 support HTML5, as it usually fixes any console issues. Also, 10 00:00:33,090 --> 00:00:35,480 if you're having trouble seeing any of the windows, either 11 00:00:35,480 --> 00:00:38,070 the slide window or the webcam window, you can enlarge 12 00:00:38,070 --> 00:00:41,240 that window by dragging one of the corners and enlarging 13 00:00:41,240 --> 00:00:45,380 them in real time. And please note that this is an interactive 14 00:00:45,380 --> 00:00:48,650 experience between you and our three panelists today. Feel free 15 00:00:48,650 --> 00:00:51,180 to throw questions into the Q&A window, and we'll answer as 16 00:00:51,180 --> 00:00:53,830 many as we can at the end of our presentation 17 00:00:53,830 --> 00:00:57,920 today. However, sometimes as it does, if time gets away 18 00:00:57,920 --> 00:01:00,120 from us and we aren't able to read your question 19 00:01:00,120 --> 00:01:03,630 aloud during our live Q& A, will actually follow up 20 00:01:03,630 --> 00:01:05,990 with you via email within the next few business days. 21 00:01:07,280 --> 00:01:09,750 And also note, if you have to jump early or 22 00:01:09,820 --> 00:01:11,870 for any reason you feel like you're running out of 23 00:01:11,870 --> 00:01:14,870 time, don't worry. We actually are recording this. You'll receive 24 00:01:14,870 --> 00:01:18,410 an on- demand recording link via ON24 within the next few 25 00:01:18,410 --> 00:01:22,240 business days. So just be on the lookout for that. And also, 26 00:01:22,240 --> 00:01:26,050 we have a resource list here below the Q&A window. You 27 00:01:26,050 --> 00:01:28,950 can actually access those resources at any time during the 28 00:01:28,950 --> 00:01:30,740 webcast. It will open up in a new tab in 29 00:01:30,740 --> 00:01:32,500 your browser, and they won't take you away from the 30 00:01:32,500 --> 00:01:36,640 webcast. But these resources expand on today's topic of AI 31 00:01:36,640 --> 00:01:40,700 in Contact Centers. Also, we encourage you to participate in 32 00:01:40,700 --> 00:01:43,930 our brief survey. That's the last icon on the left of 33 00:01:43,930 --> 00:01:46,230 your widget bar. We'd love to collect your feedback on 34 00:01:46,230 --> 00:01:49,280 today's presentation so that we can tailor these webcasts to 35 00:01:49,280 --> 00:01:53,240 what you want to hear in the future. And as I 36 00:01:53,240 --> 00:01:56,470 always say, short and sweet. Today, we have three excellent 37 00:01:56,470 --> 00:02:00,430 presenters excited to discuss how AI- powered chatbots and voicebots can 38 00:02:00,430 --> 00:02:04,150 achieve customer experience sustainability. With that being said, I'm actually 39 00:02:04,150 --> 00:02:06,400 going to hand things off to our moderator today, Chris 40 00:02:06,400 --> 00:02:09,910 Connolly. Chris, the floor is yours. Thanks, Josh. And good 41 00:02:09,910 --> 00:02:13,390 morning, good afternoon, good evening, wherever you are in the world. We've got a pretty exciting agenda that we're 42 00:02:15,110 --> 00:02:17,020 going to share with you today. But first, I want 43 00:02:17,020 --> 00:02:22,090 to introduce some of our speakers. You might have met them before. If not, you're going to hear from them today. First 44 00:02:22,090 --> 00:02:27,870 is, Antony Passemard. He's the Head of Applied Conversational AI at 45 00:02:28,200 --> 00:02:33,440 Google, looking after Contact Center AI. He's presented with us before, and we're 46 00:02:33,540 --> 00:02:36,830 very lucky to have him back today to talk about some the innovations and 47 00:02:36,830 --> 00:02:45,510 evolutions of this space. Including that is, Ritu Jyoti, who's the Vice President of Artificial Research 48 00:02:45,570 --> 00:02:49,580 at IDC. Welcome, both of you. And myself, Chris Connolly, 49 00:02:49,930 --> 00:02:54,060 Vice President of Product Marketing here at Genesys. If we're looking at 50 00:02:54,060 --> 00:02:58,060 our agenda, we're going to look at some Insights from IDC, what the 51 00:02:58,060 --> 00:03:00,820 world looks like today, and really looking at how we 52 00:03:00,840 --> 00:03:05,500 unlock the power of artificial intelligence, and apply that in in 53 00:03:05,500 --> 00:03:10,280 Contact Center specifically. We're also going to have a panel discussion and please feel 54 00:03:10,280 --> 00:03:12,430 free to ask us questions now, or if you've got something 55 00:03:12,430 --> 00:03:15,170 that's on your mind, put under the Q& A window, because 56 00:03:15,170 --> 00:03:17,440 we're going to get to it very, very soon. We 57 00:03:17,440 --> 00:03:20,510 also want to talk about some of the things that you can do right away 58 00:03:20,510 --> 00:03:24,530 to improve your customer experience using artificial intelligence. And we're going to 59 00:03:24,530 --> 00:03:27,390 recap on some of the key takeaways from the research, and some of the 60 00:03:27,960 --> 00:03:31,610 experience from Genesys and Google in implementing this technology in the 61 00:03:31,610 --> 00:03:34,090 real world. And then lastly, we want to hear from 62 00:03:34,090 --> 00:03:37,610 you. So, if there are any questions, please, as Josh 63 00:03:37,610 --> 00:03:52,600 said, put them in the Q&A window, we will get to them live. So with that, thanks for kicking off. And I'm going to head over to Ritu Jyoti from IDC. Welcome, Ritu. Thank you, Chris. Hello, everyone. Pleasure to be 64 00:03:52,600 --> 00:03:57,650 a part of this webinar today. Before we delve into some cool 65 00:03:57,720 --> 00:04:00,840 insights that we got from a joint study we did 66 00:04:00,840 --> 00:04:04,950 together earlier this year in May 2020, let me first level 67 00:04:04,950 --> 00:04:08,640 set the stage here. We all know today that customers no 68 00:04:08,640 --> 00:04:13,240 longer base their loyalty on price or product. Instead, they 69 00:04:13,240 --> 00:04:16,520 stay loyal with companies due to the experience they receive. Customer 70 00:04:17,620 --> 00:04:22,360 experience has fast become a top priority for businesses, and 71 00:04:22,360 --> 00:04:26,530 often 24 by seven customer support is more important than ever, 72 00:04:27,040 --> 00:04:31,250 especially during these uncertain times. As per our research across 73 00:04:31,240 --> 00:04:35,300 most industries, brands of all sizes have started to push 74 00:04:35,330 --> 00:04:39,950 heavily towards increased automation in their customer service, as well as 75 00:04:39,950 --> 00:04:47,810 employee self- service, sales, marketing, human resources, IT help desk. You might wonder, "What has really changed?" 76 00:04:48,680 --> 00:04:52,460 Most of these brands are now looking for conversational AI as one 77 00:04:52,460 --> 00:04:57,880 of the key drivers for that automation. And as conversational AI allows 78 00:04:57,880 --> 00:05:02,020 brands to use natural language processing and machine learning- based 79 00:05:02,060 --> 00:05:06,560 tools, to support both their customers and the agents who support these 80 00:05:06,910 --> 00:05:14,700 customers. And the conversational AI chatbots and voicebots, they're more sophisticated 81 00:05:14,800 --> 00:05:20,480 these days. They incorporate bias and explainability, and exploit natural language for general 82 00:05:20,850 --> 00:05:24,860 question and answer capability. What we did earlier this year 83 00:05:24,860 --> 00:05:28,230 is that we run a joint study, and the study was 84 00:05:28,230 --> 00:05:32,960 focused on understanding what is the value of Contact Center AI. And for 85 00:05:33,260 --> 00:05:36,670 the suggested study, we wanted to validate the benefits of 86 00:05:36,670 --> 00:05:40,800 Contact Center AI in enterprises, what's the business ROI, What 87 00:05:40,800 --> 00:05:47,920 is the improved customer experience metric? How does it help the customer service agent 88 00:05:47,920 --> 00:05:51,410 efficiency? And before I get into the stack, let me just 89 00:05:51,410 --> 00:05:54,180 quickly walk you through some of the demographics of this study. 90 00:05:55,220 --> 00:05:59,850 We run a global study, it constitutes about 407 organizations worldwide. 50% were from 91 00:05:59,850 --> 00:06:06,020 U. S. and Canada, 25% they're from France and UK, and the 92 00:06:06,020 --> 00:06:10,610 remaining 26% were from Australia, India, Philippines, and Japan. We had 93 00:06:10,610 --> 00:06:13,070 a good mix of the industry. We had folks from 94 00:06:13,070 --> 00:06:18,120 financial institutions, insurance, telecommunications, and the rest of the industry. 95 00:06:18,160 --> 00:06:23,300 We made sure that these were polling or surveying, so folks 96 00:06:23,300 --> 00:06:26,620 who had the decision of quality. We had a good 97 00:06:26,620 --> 00:06:31,150 balance of companies of different sizes, as well as different 98 00:06:31,170 --> 00:06:34,080 types of customer handling formats. The people who were having 99 00:06:34,080 --> 00:06:38,160 internal Contact Center, or have an external Contact Center, as well as some 100 00:06:38,480 --> 00:06:41,350 internal customer service functions. And they had a broad range 101 00:06:41,350 --> 00:06:46,410 of respondents from different levels of customer service agents, starting 102 00:06:46,410 --> 00:06:56,320 from as small as 20 customer service agents. With that, let me, before 103 00:06:56,320 --> 00:07:00,150 level- set, that what we're seeing in terms of what 104 00:07:00,150 --> 00:07:03,910 is the three AI- driven competence that are transforming the Contact Center 105 00:07:04,770 --> 00:07:08,170 today? There are three competence. The first is the virtual agent, the 106 00:07:08,170 --> 00:07:14,790 second is the Agent Assist, and the third is the Insight. Virtual agent is basically a platform for creating voicebot 107 00:07:14,830 --> 00:07:20,410 and chatbot to automate customer interactions with voice or text, 108 00:07:20,860 --> 00:07:24,730 and the conversation to a live agent when the bot 109 00:07:24,730 --> 00:07:28,140 is unable to help a customer. So that's the first one. The 110 00:07:28,140 --> 00:07:31,380 second one is that an Agent Assist. It is a 111 00:07:31,380 --> 00:07:35,930 platform that integrates into the agent desktop, which uses AI to 112 00:07:35,930 --> 00:07:40,270 augment agent interactions with customers in the real time, and 113 00:07:40,270 --> 00:07:45,300 provide tone- by- tone guidance not to of relevant knowledge 114 00:07:45,300 --> 00:07:51,360 bases. It really, really help the agent become more efficient, it's augmentation of AI capability. 115 00:07:51,950 --> 00:07:55,250 And the third one is Insight. It's basically a module 116 00:07:56,110 --> 00:07:59,850 which uses natural language processing to identify the call center. " 117 00:08:00,460 --> 00:08:03,860 Why did the customer call? What were the call drivers? What 118 00:08:03,860 --> 00:08:07,890 was the sentiment?" And this helps the Contact Center managers learn about 119 00:08:07,890 --> 00:08:16,430 customer interaction, and improve call outcomes. How has CAST 2020 changed customer service? 120 00:08:16,790 --> 00:08:19,030 We all know what's going on in the industry today. 121 00:08:19,060 --> 00:08:25,450 And when we asked them what were the top difficulties that they were facing adjusting to 122 00:08:25,450 --> 00:08:30,220 the new stay at home mandate, not as surprise, but 39% of the 123 00:08:30,220 --> 00:08:34,080 respondents, the demographics that I just shared with you, they 124 00:08:34,080 --> 00:08:37,370 shared that they had higher than usual call volumes, and 125 00:08:37,370 --> 00:08:41,400 we all know the reasons why. But in addition to 126 00:08:41,400 --> 00:08:44,980 that, the situation that really compounded the problem was that there 127 00:08:45,740 --> 00:08:49,820 was fewer agents available. 43% of them reported that they 128 00:08:49,820 --> 00:08:53,790 had a few number of agents available to this part of this 129 00:08:53,790 --> 00:08:57,680 higher than usual call volumes. Partly some of them were 130 00:08:58,080 --> 00:09:03,840 reporting sick, or they were not able to respond to the work because of the changing dynamics, as well as, because of a 131 00:09:04,100 --> 00:09:13,200 more than usual call volumes. They did not even prepare to that level of number of ratio of the agents needed to support that kind of call volume. This is specifically interesting. With 132 00:09:13,200 --> 00:09:24,560 that, I'm going to. Yeah, Chris. these are really interesting stats. 133 00:09:24,630 --> 00:09:27,690 2020 has been an interesting year for all of us. 134 00:09:28,330 --> 00:09:31,090 So, if we look at those stats that Ritu just presented, we're 135 00:09:31,090 --> 00:09:36,430 curious about you, what are you seeing in your world, whether it's in your 136 00:09:36,710 --> 00:09:39,870 Contact Center, if you operate one or in your clients, 137 00:09:39,870 --> 00:09:42,730 if you're a partner of ours or you're helping operate 138 00:09:42,730 --> 00:09:46,490 a Contact Center? And are you seeing the increase in 139 00:09:46,490 --> 00:09:50,690 chat and call volumes, or are you seeing a decline? I'll give 140 00:09:50,690 --> 00:09:52,610 that a few more seconds to get a few more 141 00:09:52,610 --> 00:09:57,630 responses. But I'm particularly curious to see what results we 142 00:09:57,630 --> 00:10:02,220 get off the back ends here. I'll give that one 143 00:10:02,220 --> 00:10:07,200 or two more seconds. All right. Well, Ritu you couldn't 144 00:10:07,330 --> 00:10:11,210 be more right. Your research confirms exactly what our audience 145 00:10:11,210 --> 00:10:17,180 is seeing as well, with I guess unsurprisingly 81% are saying, " Have you 146 00:10:17,180 --> 00:10:20,500 seen an increase in call and chat volumes in 2020?" And 147 00:10:20,500 --> 00:10:25,160 that presents unique business challenges. How do you handle that 148 00:10:25,160 --> 00:10:29,790 increase in call volume, or interaction volume, or chat volume, 149 00:10:30,730 --> 00:10:40,840 just with the same resources that you have at the moment? So Ritu, leaving on a little bit here in terms of being prepared for that stay at home mandate 150 00:10:40,840 --> 00:10:43,840 that a lot of us have seen, what have you seen in the research 151 00:10:43,880 --> 00:10:50,010 in financial services? Yeah, I think the most important point to level set here is that 152 00:10:50,050 --> 00:10:53,590 the dynamics are changing dramatically. The survey we conducted was 153 00:10:53,590 --> 00:10:58,250 in the month of May 2020, and three months has changed quite a 154 00:10:58,250 --> 00:11:00,780 lot of the situation, but we caught this into right 155 00:11:00,780 --> 00:11:04,030 in the middle of COVID situation. And when the stay at 156 00:11:04,110 --> 00:11:07,290 home mandates are down, not a surprise to us, but 157 00:11:07,810 --> 00:11:13,370 I'm very well prepared with only one respondent. And I'm not 158 00:11:13,370 --> 00:11:15,230 surprised to see the other part of the results that 159 00:11:15,230 --> 00:11:18,270 I share this in the slide is that, the financial services in 160 00:11:18,270 --> 00:11:21,170 U. S. organizations were the best prepared. So you might 161 00:11:21,540 --> 00:11:24,930 sit and think, " What led to this?" And IDC as 162 00:11:24,930 --> 00:11:27,810 a research firm, we spend a lot of time advising our end 163 00:11:27,810 --> 00:11:32,250 users on what they really need to do. The correlation 164 00:11:32,250 --> 00:11:36,320 here is that the organizations who were born digitally transformed, 165 00:11:36,820 --> 00:11:40,790 they're higher stages of maturity, of digital transformation, they were 166 00:11:40,790 --> 00:11:45,290 definitely well prepared. And you can see that there was a direct correlation between 167 00:11:45,360 --> 00:11:48,990 that, and even the financial organization, they have been embarking 168 00:11:48,990 --> 00:11:52,180 on their journey much longer and earlier. And that's why 169 00:11:52,180 --> 00:11:56,000 you could see that correlation. But now I will share in one of 170 00:11:56,540 --> 00:12:00,580 the upcoming slides here, that what the organizations are doing to 171 00:12:00,580 --> 00:12:04,260 be better prepared next time. And that's more important. I would 172 00:12:04,260 --> 00:12:06,970 like to focus on the forward looking approach and I'll 173 00:12:07,030 --> 00:12:10,050 walk you through and back in a couple of slides. 174 00:12:11,030 --> 00:12:18,790 Awesome. Well- With that if I'm going to... Yeah. Sorry, please go ahead. The next one 175 00:12:18,790 --> 00:12:23,080 is basically, we had asked them that the process of customer 176 00:12:23,110 --> 00:12:27,270 interactions that is happening through this newer channels. And again, 177 00:12:27,270 --> 00:12:29,420 I would like to reiterate on the point here that, 178 00:12:30,070 --> 00:12:33,920 this is the average that I'm presenting here. So, there 179 00:12:33,920 --> 00:12:37,200 are a couple of organizations who might be better prepared 180 00:12:37,200 --> 00:12:40,690 than the other, and the volume and the my team, but this is the mean, 181 00:12:40,690 --> 00:12:44,770 and the median value. Good sharing here. So, there could 182 00:12:44,770 --> 00:12:47,730 be a possibility that the U. S. organizations, if I presented 183 00:12:47,730 --> 00:12:51,080 the data cut just so that it could have been a little bit different. But 184 00:12:51,080 --> 00:12:53,530 not surprisingly, if I look at it from the mean and median 185 00:12:53,650 --> 00:12:58,700 perspective, it's very small percentage. And again, factor it that this is 186 00:12:58,700 --> 00:13:03,350 May, 2020 was happening to virtual agents. This number, I suspect 187 00:13:03,350 --> 00:13:05,580 if I'd understand it today, it would be a little 188 00:13:05,580 --> 00:13:10,130 bit higher than this, but it's a small percentage. Yeah, 189 00:13:10,230 --> 00:13:13,920 exactly. And the agents, the voicebots and chatbots percentage will 190 00:13:14,340 --> 00:13:18,990 also dramatically change. Most of them they're originally doing idea. But before 191 00:13:18,990 --> 00:13:21,060 I move on to the next slide, another very interesting 192 00:13:21,060 --> 00:13:23,980 stat that I want to share here is that we 193 00:13:23,980 --> 00:13:26,130 spend a lot of time talking to the end users 194 00:13:26,350 --> 00:13:29,250 and don't worry, there's still research as well, that what 195 00:13:29,250 --> 00:13:33,070 is really coming up and shaping up in addition to just 196 00:13:33,070 --> 00:13:38,220 the voicebots and chatbots is the computer vision effect to it. The computer vision 197 00:13:38,220 --> 00:13:42,360 has become more mature with image recognition achieving significant improvements. 198 00:13:42,470 --> 00:13:46,260 Thanks to deep learning techniques, computer vision, and CRM is 199 00:13:46,260 --> 00:13:49,910 very early stage. And it's far from being widely adopted. 200 00:13:49,910 --> 00:13:52,200 But if I look back, sit back and think that the rate 201 00:13:52,280 --> 00:13:55,860 at which things are changing, it will be relevant across the 202 00:13:55,860 --> 00:14:00,260 entire customer journey. It will be a through force multiplier for 203 00:14:00,260 --> 00:14:04,120 adding more essential insights for customer upsells and cross sells. 204 00:14:04,120 --> 00:14:06,550 So, that is something that we all need to look at and watch, 205 00:14:06,810 --> 00:14:22,780 and that, that's going to shape up big time in the near future. to that next slide is, there's an obvious question. We've seen voice agents and chat agents 206 00:14:22,780 --> 00:14:27,090 in this case really low at only 8%. And I guess Antony 207 00:14:27,820 --> 00:14:30,450 I'll put this question to you. What do you see? 208 00:14:30,970 --> 00:14:32,350 What do you think this is so low at this 209 00:14:32,350 --> 00:14:38,260 point in time? Well, I can't really blame customers on a low 210 00:14:38,260 --> 00:14:40,900 adoption of virtual agents for voice and chat. If you 211 00:14:40,900 --> 00:14:43,420 look historically, you look back two or three years ago, 212 00:14:44,260 --> 00:14:46,760 either you have an IVR that's forces you down a 213 00:14:46,760 --> 00:14:50,270 tree, or the chats are really just about routing you 214 00:14:50,720 --> 00:14:56,090 to the right agent. I can't say that the bots on 215 00:14:56,090 --> 00:15:02,500 voice or chat were really good to be mild in 216 00:15:02,560 --> 00:15:07,880 my assessment. But that is cheapest thing. The technology that 217 00:15:07,880 --> 00:15:12,400 enables us to deliver very high quality bots, which means 218 00:15:12,400 --> 00:15:15,400 they understand where you're saying, they can drive the conversation, 219 00:15:15,400 --> 00:15:19,700 they can answer questions, do backend fulfillment, actually deliver value 220 00:15:19,700 --> 00:15:23,610 to a customer. This is more new, in fact, in 221 00:15:23,610 --> 00:15:27,190 the last two years I would say, and really taking off. 222 00:15:27,190 --> 00:15:30,010 So on that, 8% makes sense what we're seeing across 223 00:15:30,010 --> 00:15:33,990 customers. Some don't use those channels at all. The ones 224 00:15:33,990 --> 00:15:38,190 who do use them are around 15 ish, 20% of 225 00:15:38,280 --> 00:15:41,510 no volume. So, that 8% average doesn't surprise me. It's very 226 00:15:41,950 --> 00:15:44,470 in line with our customers. And that low adoption, if 227 00:15:44,820 --> 00:15:47,580 you look a year from now, it's going to be completely different 228 00:15:47,580 --> 00:15:51,670 graph. Yeah, I totally agree. It might be low today, 229 00:15:51,670 --> 00:15:54,620 but this is where the growth factor is. And we're 230 00:15:54,620 --> 00:16:00,660 expecting to see the same customer base in Genesys. We constantly inundated with inquiries 231 00:16:00,660 --> 00:16:05,990 on, " How do we apply the virtualization technology?" Ritu, I guess, again, 232 00:16:05,990 --> 00:16:08,410 coming back to current times and the research that you've 233 00:16:08,410 --> 00:16:19,590 seen, how will the Contact Centers adapt in to the modern world and the things that are going on today? not an easy thing, but I always 234 00:16:20,130 --> 00:16:23,230 love to say this, " There's no choice." Customers have to do 235 00:16:23,230 --> 00:16:28,010 this in order to be innovative, providing, improving on the 236 00:16:28,010 --> 00:16:31,830 customer experience, but at the same time, not compromising on 237 00:16:31,830 --> 00:16:34,950 the operational efficiency. And it's a great balance that customers need 238 00:16:34,950 --> 00:16:38,510 to do. So, it all starts with me. This is universal 239 00:16:38,780 --> 00:16:44,590 across all AI initiatives, but it's very, very prevalent here. Culture, that's 240 00:16:44,750 --> 00:16:50,550 transforming the culture, the customer insights is democratized. Every employee 241 00:16:50,550 --> 00:16:55,060 becomes a change agent for the customer. I cannot emphasize 242 00:16:55,060 --> 00:16:58,390 this more because in the case of AI sometimes, people are 243 00:16:58,450 --> 00:17:02,290 a little bit because it's also another... It's just getting the 244 00:17:02,290 --> 00:17:05,070 comfort level, trusting it. And there are lots of advancements 245 00:17:05,070 --> 00:17:09,080 happening in that area. But once you have that culture, you're 246 00:17:09,250 --> 00:17:12,650 willing to understand where the customer needs are. This is 247 00:17:12,650 --> 00:17:14,650 really going to be day and night for the customer 248 00:17:14,650 --> 00:17:17,430 experience. And at the same time, you will be playing 249 00:17:17,430 --> 00:17:20,790 a very active role in building, working with the tools, 250 00:17:20,790 --> 00:17:24,490 and technologies, and the supplies, and the offerings to meet 251 00:17:24,820 --> 00:17:28,820 and improve your AI systems as well. So that's one. 252 00:17:29,170 --> 00:17:32,200 The second is that, gone are the days when people 253 00:17:32,200 --> 00:17:37,110 are doing metrics of measurement in isolation. Here people are 254 00:17:37,110 --> 00:17:40,990 trying to bring them together. There are AI, KPIs, and 255 00:17:41,030 --> 00:17:45,750 AI metrics have globally aligned with how they're measuring their customer 256 00:17:45,940 --> 00:17:50,700 experience metrics. So, they're both evolving so that there's huge amount of 257 00:17:50,800 --> 00:17:54,810 emphasis on improving the experience, and improving the measurements and 258 00:17:54,810 --> 00:17:58,810 aligning them together. And the third and the last thing is 259 00:17:58,810 --> 00:18:03,770 that, there's a huge amount of emphasis on human efficiency. 260 00:18:04,030 --> 00:18:06,730 And there was a lot of debate going on for some time, that 261 00:18:08,270 --> 00:18:11,370 AI is going to take over the human jobs and there 262 00:18:11,370 --> 00:18:14,790 was no experience with this in the foreseeable future. We 263 00:18:14,790 --> 00:18:18,250 see that it's making us much more efficient. It is 264 00:18:18,610 --> 00:18:21,090 helping us to be more empathetic. It is giving us 265 00:18:21,090 --> 00:18:24,550 real time guidance. So these are the three important things. Of course there are 266 00:18:25,010 --> 00:18:28,690 other parts of it, but these are that we are 267 00:18:28,690 --> 00:18:31,800 seeing in customers, how they're doing what they're doing to 268 00:18:31,800 --> 00:18:39,880 adapt to the newer customer Contact Center scenarios today. Awesome. And- point, 269 00:18:39,890 --> 00:18:46,270 Ritu. Just one point here, Ritu. The survey earlier with 270 00:18:46,270 --> 00:18:49,340 80 plus percent of people saying they see their volume 271 00:18:49,340 --> 00:18:51,730 going up, I think that's where really AI can help. 272 00:18:51,730 --> 00:18:55,180 Is to avoid having to increase your Contact Center resources 273 00:18:55,180 --> 00:18:59,220 by 80%, to answer that need. That's really where we're seeing 274 00:18:59,220 --> 00:19:02,310 actually a lot of usage of AI for Contact Centers, 275 00:19:02,630 --> 00:19:05,990 is to kind of tamper that growth of volume and 276 00:19:05,990 --> 00:19:09,180 make sure you have operational efficiency across your Contact Center 277 00:19:09,180 --> 00:19:12,020 without adding more people. It's not about a reduction of 278 00:19:12,020 --> 00:19:16,540 people. That's not what we've seen. Exactly. It's not about replacing 279 00:19:17,990 --> 00:19:22,410 human beings. It's making them more efficient, so they address the changing 280 00:19:22,410 --> 00:19:26,380 dynamics of the industry. Because the volumes will definitely increase, but 281 00:19:26,970 --> 00:19:31,290 we do not, and cannot adding more and more people to meet their demands. 282 00:19:34,550 --> 00:19:38,030 Exactly. And so, our audience can maybe discern what other 283 00:19:38,030 --> 00:19:41,710 customers are doing in the station. And that's a great example. It's 284 00:19:41,710 --> 00:19:44,610 not about replacing people, and maybe that's one of the 285 00:19:44,610 --> 00:19:48,780 big business drivers, just handling more. Are you seeing... And 286 00:19:48,780 --> 00:19:50,740 I guess this question is for both of you. Are you seeing 287 00:19:51,750 --> 00:19:56,040 other business drivers in the application of artificial intelligence that 288 00:19:56,040 --> 00:20:00,910 are not correlated, that are maybe not volume related, but other benefits of using 289 00:20:01,190 --> 00:20:08,470 applied, and machine learning, and AI to deliver a new experience? Yeah, absolutely. 290 00:20:08,470 --> 00:20:16,950 I think- Yeah, go ahead, Ritu. business driver, what we're seeing is, 291 00:20:17,800 --> 00:20:21,860 now the customer will come and first think about operational efficiency, cost reduction are 292 00:20:22,610 --> 00:20:24,740 the first thing they have in mind. But the reality is, 293 00:20:24,740 --> 00:20:28,490 when you start doing a Contact Center and put Contact 294 00:20:28,490 --> 00:20:31,670 Center AI in your Contact Center, you're really transforming your 295 00:20:31,670 --> 00:20:35,290 customer experience across all channels. And the business drivers to 296 00:20:35,290 --> 00:20:38,330 provide a coherent experience when you're on chat, when you're 297 00:20:38,330 --> 00:20:40,300 on voice, when you're on your web, or your mobile 298 00:20:40,300 --> 00:20:44,730 app, where the engine behind it, the AI behind is 299 00:20:44,730 --> 00:20:48,300 able to manage across those channels, switch channels, understand what was 300 00:20:48,300 --> 00:20:51,440 said, the context, the past history, et cetera, and provide 301 00:20:51,440 --> 00:20:56,050 you a unique voice for the company to that customer 302 00:20:56,050 --> 00:20:59,710 or that user, if talk about organizations. I think that 303 00:21:00,010 --> 00:21:02,890 the business driver is really having that coherence across the 304 00:21:02,890 --> 00:21:07,620 board, and having a very wonderful experience, no matter the 305 00:21:07,620 --> 00:21:11,000 channel, no matter the choice that the end user or customer is 306 00:21:11,000 --> 00:21:15,730 making, they get that experience across all channels in a 307 00:21:15,730 --> 00:21:19,720 very unified way. I think that's a big business driver. 308 00:21:21,300 --> 00:21:25,730 Agree, agree. And it is also reflected in our study 309 00:21:25,810 --> 00:21:28,220 here, which I'm just going to share the chart, with some 310 00:21:28,260 --> 00:21:33,730 of the facts on there. But for very first experience we're all talking about it, but 311 00:21:33,730 --> 00:21:39,930 because of usage of these as the, it's not just 312 00:21:39,930 --> 00:21:42,880 the consistent experience, which is very, very critical, but it's 313 00:21:42,990 --> 00:21:50,690 also passive into issue. Because enriching the human agent with 314 00:21:50,730 --> 00:21:56,210 the Insight in real time, it provides that timely response and a 315 00:21:56,520 --> 00:21:58,770 more intelligent response for lack of a better word here, 316 00:21:59,940 --> 00:22:07,400 is really, really being consummated with operational efficiency, consistency, and 317 00:22:07,400 --> 00:22:13,130 experience. But also getting the fastest response in the fastest time, 318 00:22:13,430 --> 00:22:17,960 in the more intelligent way, this is what AI is 319 00:22:17,960 --> 00:22:21,620 known for. It can do volumes and volumes of data, 320 00:22:21,810 --> 00:22:25,050 to pattern recognition, get Insights, and this advances in natural 321 00:22:25,050 --> 00:22:28,860 language processing can stop through tons and tons of data, and 322 00:22:28,860 --> 00:22:32,170 get you the right Insight at the right time. That's 323 00:22:32,170 --> 00:22:37,670 another very huge advantage. So, it's overall including bringing a good ... I'm 324 00:22:38,590 --> 00:22:42,970 IDC research. We also say that there's a huge correlation between 325 00:22:42,970 --> 00:22:46,470 customer experience and employee experience. And by usage of AI 326 00:22:46,650 --> 00:22:50,860 technology, you're not just making the customer happy, but you're 327 00:22:50,860 --> 00:22:55,750 also making the employee happier, employee more efficient. And that has 328 00:22:55,750 --> 00:22:59,310 a direct correlation on the customer experience. When many times we 329 00:22:59,310 --> 00:23:01,860 all come to work and if we're unhappy more, we're 330 00:23:01,860 --> 00:23:06,960 excited to serve our customers better. So there's a direct correlation there, which 331 00:23:07,400 --> 00:23:10,780 the advancements in AI technology is helping, and that's why the 332 00:23:10,780 --> 00:23:15,900 human agent efficiency, and human needs, and empowerment, and augmentation is so, 333 00:23:15,900 --> 00:23:20,110 so fundamental to the successful adoption of this. And people 334 00:23:20,110 --> 00:23:23,820 can't go to the other parts of the chart, but I also 335 00:23:23,820 --> 00:23:30,820 emphasize that empathy... Because you can understand the... Remember in one of 336 00:23:31,220 --> 00:23:34,830 the slides before, I was talking about where you could actually understand the 337 00:23:34,830 --> 00:23:38,870 sentiment. You can understand the rational of why people are 338 00:23:39,140 --> 00:23:44,130 calling you, and you could react in that particular situation in a much more empathetic 339 00:23:44,260 --> 00:23:48,850 way, because then you have that kind of intelligence real time. It's way 340 00:23:49,520 --> 00:23:54,690 more to the agents. This is very, very much aligned 341 00:23:54,690 --> 00:23:57,420 to what we are trying to think from a bigger picture 342 00:23:57,420 --> 00:24:03,220 than the survey insights that also align to that. Before 343 00:24:03,580 --> 00:24:05,730 I move on to the next slide, I just wanted 344 00:24:05,730 --> 00:24:09,640 to say that I think Tracy you asked this question, "What are the customers doing?" Of course their primary work, is one of 345 00:24:09,640 --> 00:24:14,330 the top reactions, but they'd also feed up a little 346 00:24:14,330 --> 00:24:18,460 bit of more question on the survey that because of 347 00:24:18,460 --> 00:24:21,390 this crisis... This is not a one time, this could happen again. 348 00:24:21,390 --> 00:24:24,490 How do you make yourself more resilient organization? So, what 349 00:24:24,490 --> 00:24:29,380 are the new IT investments that this experience has taught the customers and 350 00:24:29,380 --> 00:24:32,080 what they're doing it? The three things that you see 351 00:24:34,960 --> 00:24:38,790 here is that, in the past, sometimes people sit and decide whether they want to be on the public cloud 352 00:24:39,280 --> 00:24:43,690 scenario. This has really accelerated that, and people are seriously 353 00:24:45,080 --> 00:24:50,270 looking into it. The second is that the maturity that Antony also 354 00:24:50,270 --> 00:24:52,810 mentioned, and I also mentioned, and Chris, you mentioned at 355 00:24:52,810 --> 00:24:55,970 the start of the presentation is that the conversational AI 356 00:24:55,970 --> 00:24:59,700 technologies have improved so much in leaps and bounds in 357 00:24:59,700 --> 00:25:02,190 the last 12 to 18 months. And because of that, 358 00:25:02,510 --> 00:25:05,160 there is a sophistication in the response. It's not just, " 359 00:25:05,160 --> 00:25:09,580 Rule says yes or no." There's a significant amount of depth 360 00:25:09,580 --> 00:25:13,610 in the answering of the questions and answers. So people are getting 361 00:25:13,610 --> 00:25:16,820 more comfortable with the chatbot and also an omni experience. 362 00:25:17,280 --> 00:25:20,810 Whether they're working for a live chat, or for this chat, or 363 00:25:20,810 --> 00:25:24,220 through an IVR, everything they want that sense of experience. So, there's 364 00:25:24,220 --> 00:25:29,130 much more willingness to embrace it. And that is not 365 00:25:29,130 --> 00:25:32,980 the least, there are other factors, but digitization. We have been 366 00:25:32,980 --> 00:25:36,530 saying this for a long time that accelerated. Two years 367 00:25:36,530 --> 00:25:39,140 of digital transformation has happened in two months and it 368 00:25:39,240 --> 00:25:44,610 has accelerated the digital transformation. Increased digital digitization in the 369 00:25:44,610 --> 00:25:52,810 customer environment is really the investments that people are going to make. IDC has predicted 370 00:25:52,810 --> 00:25:57,070 that while we are in grim times, the investments in AI 371 00:25:57,070 --> 00:26:00,670 and the investments embracing of AI technology to make them 372 00:26:00,930 --> 00:26:07,400 more resilient, and this in the next new normal is something that AI 373 00:26:07,440 --> 00:26:11,660 will play a very significant part in that. Yeah, absolutely. 374 00:26:11,900 --> 00:26:14,980 And I want to maybe echo something that you said there, about 375 00:26:15,260 --> 00:26:20,020 providing empathetic customer experiences. And now more than ever, I 376 00:26:20,020 --> 00:26:22,480 feel like we need to have empathy for our fellow 377 00:26:22,720 --> 00:26:27,680 human. We're all going through something we know this is a generational thing. Something 378 00:26:27,680 --> 00:26:32,240 we haven't seen in many generations. So, what we're experiencing 379 00:26:32,240 --> 00:26:38,280 now is different, but crisis creates opportunity. And we're also 380 00:26:38,280 --> 00:26:41,870 seeing that this is actually being a bit of a 381 00:26:41,870 --> 00:26:44,730 non dialogue, as you said, Ritu, to some of the 382 00:26:45,000 --> 00:26:50,130 applications of AI. I want to talk a little bit about how we're seeing this 383 00:26:50,130 --> 00:26:55,220 technology start to be applied in three major use cases. I'm going to echo 384 00:26:55,220 --> 00:26:59,500 back to something which you said earlier with our voicebots, chatbots, and Agent 385 00:26:59,580 --> 00:27:02,150 Assist. And let me just take you through very quickly on 386 00:27:02,150 --> 00:27:04,930 what those are, and how they might be applied and 387 00:27:04,930 --> 00:27:08,550 why you might apply them in your organization. So the 388 00:27:08,550 --> 00:27:11,560 first if I could really summarize a lot of that 389 00:27:11,560 --> 00:27:15,810 upfront processing, is voicebots. And we're at a point now 390 00:27:15,810 --> 00:27:20,580 with the technology with natural language understanding the speaker recognition, a 391 00:27:20,580 --> 00:27:26,240 lot of that powered by Google to really understand phrases 392 00:27:26,810 --> 00:27:29,690 better than we ever had before, and at least a 393 00:27:30,080 --> 00:27:34,170 customer intents, so that we can have a much more data experience. And if 394 00:27:34,170 --> 00:27:36,170 you've been around the industry for any length of time 395 00:27:36,670 --> 00:27:40,610 like myself, that in the two thousands, it was a single 396 00:27:40,610 --> 00:27:43,450 word that was being said, and it couldn't detect that 397 00:27:43,680 --> 00:27:46,920 piece of recognition. And then we had to build these complicated 398 00:27:46,920 --> 00:27:51,890 speech, IVRs to deliver an experience. And really today what we're 399 00:27:51,890 --> 00:27:56,060 seeing is your IVR is a voicebot. And that's the 400 00:27:56,060 --> 00:28:00,480 evolution of the Contact Center technology, artificial or machine learning 401 00:28:00,480 --> 00:28:04,900 being applied in our space. Which brings the question, " Why would you do 402 00:28:04,900 --> 00:28:09,190 that? What is better than my IVR today?" And it really 403 00:28:09,190 --> 00:28:14,860 is that natural language processing that allows your customers to 404 00:28:15,100 --> 00:28:18,910 speak in plain speak, and to get to an outcome 405 00:28:18,910 --> 00:28:23,680 much more quickly, which ultimately improves their experience. But it's 406 00:28:23,680 --> 00:28:27,760 not just that upfront or self service experience that benefits 407 00:28:27,760 --> 00:28:31,560 from a voicebot, it also means that by the time that 408 00:28:31,790 --> 00:28:35,030 customer gets to an agent, the agent has a better 409 00:28:35,030 --> 00:28:38,950 understanding of what's going on as well. Because we're using 410 00:28:39,150 --> 00:28:43,630 CCAI in this case to intent, fill in the slots, 411 00:28:43,630 --> 00:28:47,930 and really have a more complete picture of that interaction. And again, 412 00:28:48,380 --> 00:28:52,420 overall, it rolls into that improved customer experience. We're going to go into 413 00:28:52,420 --> 00:28:56,100 a little bit more about the Genesys and Google partnership in just a 414 00:28:56,100 --> 00:28:59,700 few seconds. The other major use case that we see 415 00:28:59,700 --> 00:29:03,020 is chatbots. And I want to really say from the outset 416 00:29:03,530 --> 00:29:06,830 chatbots doesn't mean web chat. Chatbots can be applied on 417 00:29:06,850 --> 00:29:10,110 any textual medium that Genesys AI is able to route 418 00:29:10,160 --> 00:29:15,340 using the very same technology, natural language processing that you see in voice, 419 00:29:15,610 --> 00:29:19,820 as you see in text, and applying that to WhatsApp, WeChat, Apple 420 00:29:19,820 --> 00:29:23,450 Business Chat, of course Web Messaging as well when I 421 00:29:23,450 --> 00:29:28,260 synchronize messaging. All of that same technology, because Genesys can 422 00:29:28,260 --> 00:29:31,860 route that, and we've connected that with Google Contact Center AI. 423 00:29:32,140 --> 00:29:34,610 You can take advantage of the machine learning that's being 424 00:29:35,340 --> 00:29:46,110 applied there. Very similar experiences that we're seeing in the voicebot world, that in the chatbot world, that maybe with some richer experiences, depending on 425 00:29:46,110 --> 00:29:48,560 the medium that they're operating in. And what I mean 426 00:29:48,560 --> 00:29:52,660 by that is, with asynchronous media or Web Messaging, you've 427 00:29:52,660 --> 00:29:57,780 got the opportunity to actually insert, and images, and mix 428 00:29:57,780 --> 00:30:00,940 that with text. And the bot can actually do some pretty sophisticated 429 00:30:02,130 --> 00:30:07,040 things in that, including the complete self- service interactions, but 430 00:30:07,040 --> 00:30:10,540 be on your orchestrated platform that brings in the right 431 00:30:10,540 --> 00:30:14,660 technology at the right time, and when it does get to 432 00:30:14,850 --> 00:30:18,580 an agent that entire conversation is seen, and you can 433 00:30:18,580 --> 00:30:22,330 actually act on it in real time. And then lastly, and 434 00:30:22,330 --> 00:30:24,800 this is probably the one that I think is the 435 00:30:24,800 --> 00:30:28,510 most leading edge, but one that we probably expect to 436 00:30:28,510 --> 00:30:34,230 see more and more adoption as we go forward, which is Agent 437 00:30:34,230 --> 00:30:38,190 Assist. An Agent Assist, is what it says. It's providing 438 00:30:38,560 --> 00:30:43,600 artificial intelligence augmentation with the agent in the Contact Center to provide 439 00:30:43,600 --> 00:30:48,090 a better experience. And there's been, again, those leaps and bounds of 440 00:30:48,340 --> 00:30:53,140 how we integrate with this technology from an agent experience, 441 00:30:53,140 --> 00:30:56,350 from a desktop experience, from a voice experience, so that 442 00:30:56,420 --> 00:30:59,710 we're providing insights to the agent and surfing through them 443 00:30:59,920 --> 00:31:04,050 with knowledge in real time, and really having a very 444 00:31:04,410 --> 00:31:10,490 augmented conversation. I want to pause on that one because, Antony, this is absolutely in your domain 445 00:31:10,490 --> 00:31:17,240 as something that you talk about every day. So, how is the technology at 446 00:31:17,240 --> 00:31:20,690 Google, that we've talked about in voicebots and chatbots being applied 447 00:31:20,690 --> 00:31:26,930 in Agent Assist? An Agent Assist as you said, is 448 00:31:26,930 --> 00:31:29,270 a little newer in it's technology, but it's really a 449 00:31:29,270 --> 00:31:33,590 breakthrough that's been enabled by the advent of voice and speech 450 00:31:33,590 --> 00:31:39,230 to text in particular, speech to text technologies. Google has a 451 00:31:39,230 --> 00:31:44,090 long history of trying to understand speech either through understanding 452 00:31:44,090 --> 00:31:46,700 YouTube videos, to be able to search them and remove 453 00:31:46,700 --> 00:31:50,810 hate speech in YouTube videos. Either through a Google Home 454 00:31:50,810 --> 00:31:53,990 Assistant, and understand all the requests from users, that's millions 455 00:31:53,990 --> 00:31:59,770 and millions of requests every year. And also through transcription 456 00:31:59,770 --> 00:32:03,110 of voice messages on phone. You have Google voice and 457 00:32:03,110 --> 00:32:07,430 you can do your voicemail transcription. So all that technology... 458 00:32:07,430 --> 00:32:10,310 And voice search, obviously. So, Google has put a lot 459 00:32:10,310 --> 00:32:13,740 of effort in R& D into understanding voice, and thanks 460 00:32:13,740 --> 00:32:17,900 to that, we can now propose real time, voice transcription 461 00:32:18,280 --> 00:32:21,650 and understanding of a conversation between an agent and a 462 00:32:21,650 --> 00:32:26,810 user, and really provide in real time, the right suggestions, 463 00:32:26,810 --> 00:32:30,710 the right responses, the right document, the right flows that 464 00:32:30,770 --> 00:32:34,130 the agent needs to do their job faster. And that's 465 00:32:34,130 --> 00:32:37,240 really changing the game for agents. Ritu was talking about 466 00:32:37,240 --> 00:32:39,860 agent satisfaction, we're seeing that go up. We're seeing average 467 00:32:39,860 --> 00:32:43,140 handling time go down, we're seeing call summary going down 468 00:32:43,280 --> 00:32:46,070 in terms of how much time they spend typing after 469 00:32:46,070 --> 00:32:49,480 the call, the call disposition, we see first call resolution 470 00:32:49,620 --> 00:32:53,560 improving. On and on, the Agent Assist is really now the 471 00:32:55,120 --> 00:33:01,080 little coach or assistive technology for human agents in the Contact 472 00:33:01,080 --> 00:33:07,580 Center, enabling new experiences for the end user. Absolutely. So I 473 00:33:07,580 --> 00:33:10,410 want to come to another poll question in interest of 474 00:33:10,410 --> 00:33:15,740 time. From your perspective, what are you looking to implement? Any 475 00:33:15,740 --> 00:33:19,880 of these technologies, voicebots or chatbots specifically in the next three 476 00:33:19,880 --> 00:33:25,980 to six months, or maybe six to 12 months? Is that a 477 00:33:25,980 --> 00:33:28,750 new thing? Is it something that you want to act on now? Is it something that 478 00:33:29,350 --> 00:33:32,240 is more future- looking for you? I'm guessing the fact 479 00:33:32,240 --> 00:33:33,940 that you've turned up to this webinar today that means 480 00:33:34,860 --> 00:33:38,220 all interest to you, but we want to get a bit of a gauge to 481 00:33:38,220 --> 00:33:42,800 see if that deals with our research on how people 482 00:33:42,800 --> 00:33:45,620 are starting to adopt this technology. I'll give that a 483 00:33:45,620 --> 00:33:50,160 few more seconds. Eyeballs on screen, and then I'll go 484 00:33:50,160 --> 00:33:52,650 to the poll results. Do we want to take a guess 485 00:33:52,650 --> 00:33:58,620 anyone on where people are going to land? All right. Yes. Three 486 00:33:58,620 --> 00:34:02,170 to six months, in six to 12? Okay, I think 487 00:34:02,170 --> 00:34:07,880 the call out here is actually the people that said no, that are in the minority. So, the majority- 488 00:34:08,470 --> 00:34:11,020 Maybe because they already have something. I don't know. Maybe, 489 00:34:11,100 --> 00:34:14,920 no. Because we saw 8% of people already have it. So maybe the nos are people 490 00:34:14,920 --> 00:34:18,720 who have something in place. now we should have put that option in. We should 491 00:34:18,720 --> 00:34:20,760 have said" I've already got it." That no would have been on 1%. 492 00:34:24,870 --> 00:34:28,300 That's wonderful. I did see a question that came through 493 00:34:28,300 --> 00:34:32,850 as we're going, here from Rick. And Rick, I hope 494 00:34:32,850 --> 00:34:36,780 I'm going to touch on some of your question, and the question is, " 495 00:34:36,780 --> 00:34:42,360 How does Google and Genesys differentiate and add some capability 496 00:34:42,360 --> 00:34:46,150 and value?" I want to talk about that, but also when we get 497 00:34:46,150 --> 00:34:49,550 into Q&A, I'm going to come back to your question and answer it in a bit more detail as well. 498 00:34:50,320 --> 00:34:52,870 When we think about Google and Genesys, these are two industry 499 00:34:52,870 --> 00:34:57,350 leaders. Genesys being the only channel contacted a platform that really allows you 500 00:34:57,350 --> 00:35:02,160 to do journey orchestration, bringing multiple technologies from different vendors 501 00:35:02,380 --> 00:35:05,760 and really orchestrate all of those together in a cohesive 502 00:35:05,820 --> 00:35:09,650 manner, to deliver the very best experience that is out 503 00:35:09,650 --> 00:35:13,240 there. But we can't do it alone. And when we've looked across 504 00:35:13,910 --> 00:35:18,280 the marketplace, hope Google has done the same, it's really providing 505 00:35:18,280 --> 00:35:22,790 the best technology to our customers that integrates really, really neatly 506 00:35:23,010 --> 00:35:28,280 to deliver artificial intelligence capability inside the platform that maybe 507 00:35:28,280 --> 00:35:34,280 you have today, or the platform that you think of moving to in the future. What that means is that 508 00:35:34,710 --> 00:35:38,750 if you look at artificial intelligence technology in isolation, you 509 00:35:38,750 --> 00:35:41,070 can do a lot. You can use APIs, you can 510 00:35:41,070 --> 00:35:44,320 build what you need to build, and that might take 511 00:35:44,320 --> 00:35:49,930 time, but there's a depth of capability within Genesys in our platform, in the 512 00:35:49,930 --> 00:35:54,480 cloud, but also in our multicloud platform for everyone else, 513 00:35:54,760 --> 00:35:58,540 that allows you to plug in these different technology components, 514 00:35:58,540 --> 00:36:03,200 and take advantage of all of the routing of the orchestration services, all of 515 00:36:03,700 --> 00:36:08,610 the reporting, the analytics, the entering conversation view, the widgets, 516 00:36:08,610 --> 00:36:13,220 the desktop. That complete Contact Center package that you have, 517 00:36:13,460 --> 00:36:18,750 strapped on with artificial intelligence technology as well. So Antony, 518 00:36:19,040 --> 00:36:22,540 I know this is a long running partnership for us, at 519 00:36:22,540 --> 00:36:25,630 least from 2018. Do you want to add any commentary 520 00:36:25,630 --> 00:36:31,670 around how Google Cloud and Genesys put together? This is 521 00:36:31,670 --> 00:36:33,820 a very exciting partnership we've been at. I think you were 522 00:36:33,820 --> 00:36:36,770 one of the very, very first partners that we talked 523 00:36:36,770 --> 00:36:40,360 to, and we made that partnership. The goal here for 524 00:36:40,360 --> 00:36:45,230 us was really to also leverage, not only the innovation 525 00:36:45,230 --> 00:36:48,480 that Genesys is bringing to the market, but also leverage 526 00:36:49,150 --> 00:36:51,960 a lot of customers that have Contact Centers with Genesys 527 00:36:51,960 --> 00:36:55,220 in place and wanted to bring more AI, more capabilities. 528 00:36:55,250 --> 00:36:59,160 And we're seeing the opportunity here to avoid a rip 529 00:36:59,160 --> 00:37:04,240 and replace, of your implementation, and really upgrade whatever you 530 00:37:04,240 --> 00:37:07,830 had from Genesys. Genesys upgrading a lot of their own 531 00:37:07,830 --> 00:37:11,210 capabilities into their customer experience, but I think the Agent 532 00:37:11,210 --> 00:37:15,960 Assist, the virtual agent, and those capabilities are really things 533 00:37:15,960 --> 00:37:20,730 that we feel strongly about our capabilities, and having that 534 00:37:20,730 --> 00:37:25,770 as part of the Genesys platform is really powerful. I feel 535 00:37:25,770 --> 00:37:30,410 so super exciting to have this in place. I'm going 536 00:37:30,410 --> 00:37:33,960 to come to another question that's being asked in real time here 537 00:37:33,960 --> 00:37:36,940 about some of the joint customer use cases that we 538 00:37:36,940 --> 00:37:41,120 see from Google and Genesys. And I know, just by coincidence, 539 00:37:41,120 --> 00:37:45,030 that is the very next slide that Antony is going to talk to, but I'll give 540 00:37:45,030 --> 00:37:47,650 you an anecdotal example of a customer that's gone live 541 00:37:47,650 --> 00:37:53,220 with a Google Contacts Center AI and Genesys recently, where they reduced 26 542 00:37:53,390 --> 00:38:00,010 speech IVR applications down to one. And if you ever 543 00:38:00,010 --> 00:38:03,620 had to operate these or build these, the significance of 544 00:38:03,720 --> 00:38:06,760 every single one of those applications. We're able to use Dialogflow 545 00:38:06,760 --> 00:38:12,060 in this instance with Genesys new gauge. This customer, which was a telecommunications customer, 546 00:38:13,980 --> 00:38:19,440 was able to greatly reduce their managed applications down to 547 00:38:19,620 --> 00:38:24,680 essentially one application that's orchestrated by Genesys. And the way 548 00:38:24,680 --> 00:38:28,640 they did that, this is using some of the technologies that are on this slide, which 549 00:38:28,690 --> 00:38:31,250 Antony, I might hand over to you to talk about in a bit more detail. I 550 00:38:31,250 --> 00:38:36,680 know I will add something on that telecom customer. It was 551 00:38:36,680 --> 00:38:39,930 not in English, which is also one of the power 552 00:38:39,930 --> 00:38:43,700 the Google platform, is we support quite a few languages for 553 00:38:43,940 --> 00:38:46,950 CCAI, and this is a very big success story that 554 00:38:46,950 --> 00:38:51,840 was not only for English speakers. I'll just maybe do 555 00:38:51,840 --> 00:38:59,000 that. So, yes, as Chris mentioned, we have three main 556 00:38:59,000 --> 00:39:02,650 products as part of our CCAI portfolio. To build virtual 557 00:39:02,650 --> 00:39:05,510 agents, there's is a product called Dialogflow, we'll talk a little 558 00:39:05,510 --> 00:39:10,770 bit more about that. Our Agent Assist capability named Agent 559 00:39:10,770 --> 00:39:14,460 Assist, very creative, will be there to help your agents 560 00:39:14,750 --> 00:39:18,330 both on chat and voice channels. And our newborn Insights 561 00:39:18,490 --> 00:39:23,300 Platform just launched now factually yesterday, and will go GA 562 00:39:23,300 --> 00:39:28,940 pretty quickly. After that there's looking all of the data that's 563 00:39:28,940 --> 00:39:32,340 coming in, in your Contact Center, on chat and voice 564 00:39:32,340 --> 00:39:36,850 channel and using all that data to help you derive 565 00:39:36,950 --> 00:39:43,960 insights, trends, search, help QA managers and training, review calls 566 00:39:44,510 --> 00:39:47,250 and really drive insight sentiment, et cetera, is all in 567 00:39:47,250 --> 00:39:50,020 the Insights Platform. So, those are the three products that you 568 00:39:50,020 --> 00:39:53,560 will see as part of the portfolio called TCI at 569 00:39:53,560 --> 00:40:03,460 Google, and they're available on the Genesys platform. is putting the elephant on 570 00:40:03,460 --> 00:40:06,860 the table, so to speak. Which is my way of 571 00:40:07,110 --> 00:40:10,470 saying, address the elephant in the room. Have you tried 572 00:40:10,470 --> 00:40:14,020 natural language processing with bots? And if so, which are 573 00:40:14,020 --> 00:40:22,790 the ones that you've tried? Because there are multiple choices out there that you can work with, and maybe the answer is no, you're not there yet, and you're maybe 574 00:40:22,790 --> 00:40:26,930 evaluating, or you've experimented, or maybe you already live. So 575 00:40:28,080 --> 00:40:30,190 I'll give that a few seconds. The options here are 576 00:40:30,190 --> 00:40:36,120 Amazon Lex, Google Dialogflow, Microsoft LUIS, IBM's Watson, something else? 577 00:40:36,120 --> 00:40:40,760 Maybe homegrown, or a third party, or you haven't tried 578 00:40:40,760 --> 00:40:47,650 any of them. I know this is probably a multiple choice answer, but let's see where people land. And we've got to put in an even 579 00:40:47,650 --> 00:40:58,560 split. Oh, that's. I try which is amazing. But also 580 00:40:58,560 --> 00:41:01,710 the call out here for me is the majority, and 581 00:41:01,830 --> 00:41:06,700 the majority haven't tried natural language understanding yet. And really, 582 00:41:06,880 --> 00:41:09,640 I would encourage you to maybe look at it. This is what we're talking 583 00:41:09,640 --> 00:41:13,810 about. It's the fundamental technology behind all of these cases that 584 00:41:13,810 --> 00:41:19,850 we're talking about today. It is a good time to 585 00:41:19,850 --> 00:41:24,550 try because this slide actually is relevant too. You probably haven't 586 00:41:24,550 --> 00:41:28,420 tried because you've had very bad experience calling Contact Centers, 587 00:41:29,610 --> 00:41:33,690 and you really think those things don't work. In terms of NLU, 588 00:41:36,070 --> 00:41:37,980 Google is really... It's quite a lot of paper. And actually 589 00:41:38,050 --> 00:41:41,700 Google even open sourced a very large transformer called BERT, 590 00:41:42,240 --> 00:41:45,640 which is transforming the NLU space right now. And Google 591 00:41:45,640 --> 00:41:48,500 has its own version of BERT, which uses a lot 592 00:41:48,500 --> 00:41:55,130 more data. But that's where NLU has drastically changed in, 593 00:41:55,240 --> 00:42:01,070 let's say, 12 to 18 months. Drastically change, entities traction, intent detection, 594 00:42:01,470 --> 00:42:04,240 the courtesy of intent detection and matching is much, much 595 00:42:04,240 --> 00:42:06,440 higher than what you would get in two or three 596 00:42:06,440 --> 00:42:08,570 years ago. So I think it's a good time to 597 00:42:08,570 --> 00:42:12,630 test it out. Obviously Google, as I mentioned earlier, is 598 00:42:14,000 --> 00:42:19,420 understanding speech. And NLU for Google, as a whole Google 599 00:42:19,420 --> 00:42:23,210 search even, is a core technology that is needed for 600 00:42:23,210 --> 00:42:28,440 Google to function. So the investment we're making there is 601 00:42:28,510 --> 00:42:31,230 obviously massive because it's not just investment that's made for 602 00:42:31,230 --> 00:42:33,770 CCAI, it's investment that's made for Google as a whole. 603 00:42:34,200 --> 00:42:37,170 Obviously we're very, very careful about what data we use. 604 00:42:37,180 --> 00:42:40,560 We use public data, Google Assistant, YouTube, Voicemail, et cetera. 605 00:42:40,880 --> 00:42:44,590 We're not using any other cloud customer's data, because that would completely 606 00:42:44,590 --> 00:42:50,650 breach our privacy and confidentiality. But the customers do benefit 607 00:42:50,650 --> 00:42:53,180 from a lot of that research and investment that Google 608 00:42:53,180 --> 00:42:57,750 is doing in the space. Antony, I know people are 609 00:42:57,750 --> 00:43:00,000 really curious about some of these things. So, I want 610 00:43:00,000 --> 00:43:02,320 to flash some of the stats and ask you to talk 611 00:43:02,320 --> 00:43:06,020 through them on conversational AI, which is what you lead 612 00:43:06,020 --> 00:43:12,230 the people. Those are some of the numbers that are a 613 00:43:12,250 --> 00:43:15,060 reflection, a bit of that investment that we're making, and 614 00:43:15,060 --> 00:43:19,810 they turn into vast adoption from customers. Thousands and thousands 615 00:43:19,810 --> 00:43:24,610 of customers are using a Dialogflow out of price customer. Dialogflow has 616 00:43:24,610 --> 00:43:27,750 reached a big milestone last year. I think it was last, 617 00:43:27,750 --> 00:43:30,940 next, it was around eight or 900, 000 developers on 618 00:43:30,940 --> 00:43:34,160 the platform. We actually reached 1. 4 million developers on the platform 619 00:43:34,160 --> 00:43:36,360 the last two months. And it's still growing very, very 620 00:43:36,360 --> 00:43:40,780 fast. So Dialogflow has a massive public community that really 621 00:43:41,110 --> 00:43:46,320 helps people with creating bots. We support 32 languages for 622 00:43:46,320 --> 00:43:49,580 voice and a lot, lot more. I think it's 80 or something 623 00:43:49,580 --> 00:43:54,270 in chat. We have full integration with Genesys platform, which 624 00:43:54,270 --> 00:43:57,120 is the partnership here, which is awesome, but things like... 625 00:43:57,380 --> 00:44:00,620 Our bots can handle 20,000 intent for example, in a 626 00:44:00,620 --> 00:44:04,540 single agent. In a single agent. That means one entry 627 00:44:04,540 --> 00:44:08,190 point, and you can do 20, 000 in intent detection 628 00:44:08,190 --> 00:44:11,150 and route people throughout the entire company. You don't have 629 00:44:11,150 --> 00:44:13,610 to ask people to press one for service, and two 630 00:44:13,610 --> 00:44:16,300 for support. This is all part of the conversation get 631 00:44:16,300 --> 00:44:19,650 down and it all use case in switch between each of them. 632 00:44:19,840 --> 00:44:21,640 You call for billing first, and then you want to 633 00:44:21,640 --> 00:44:25,640 change plan. All that is done in a single agent, 634 00:44:26,250 --> 00:44:30,230 thanks to that kind of capabilities. WaveNet is interesting. WaveNet is the 635 00:44:30,230 --> 00:44:32,850 ability to create... It's text to speech. It's the reverse. 636 00:44:33,050 --> 00:44:34,720 You're speaking to the bot, the bot has to speak 637 00:44:34,720 --> 00:44:37,950 back to you. And Google has released and developed, and 638 00:44:37,950 --> 00:44:42,360 actually released the WaveNet technology, to create voices that are 639 00:44:42,420 --> 00:44:48,370 very human sounding. And what we've realized is the more 640 00:44:48,370 --> 00:44:51,710 human sounding, the more engaging those voices are, the more 641 00:44:51,710 --> 00:44:55,680 the customers or users of the platform are actually engaged. So, getting 642 00:44:55,680 --> 00:44:58,700 to a point where those voices are very, very human, 643 00:44:59,560 --> 00:45:05,050 will help adoption of voice bots in the field. And 644 00:45:05,250 --> 00:45:07,750 without ever deceiving customers, you never want to make them 645 00:45:07,750 --> 00:45:09,910 think they're talking to a human when they're talking to 646 00:45:09,910 --> 00:45:13,040 a bot. But having that engaging voice is very, very 647 00:45:13,040 --> 00:45:15,440 important to deploying a bot, and that's available today. There's 648 00:45:17,740 --> 00:45:21,700 150 or 60, I can't remember exactly, WaveNet voices available 649 00:45:21,700 --> 00:45:27,950 to you on the Google platforms in many, many languages. It's funny. I'm 650 00:45:28,490 --> 00:45:31,390 going to pick up on something about WaveNet, which again, for 651 00:45:31,390 --> 00:45:35,310 a Contact Center audience, this is quite transformative. If you think of 652 00:45:36,890 --> 00:45:40,250 the thousands of different prompts, they recorded as part of 653 00:45:40,250 --> 00:45:50,640 your flows today, and having to take that to a recording artist or somebody in the Contact Center, just to record that quick message. Imagine what 654 00:45:50,640 --> 00:45:55,140 that means for you when you can start to type 655 00:45:55,140 --> 00:45:57,510 them and allow the system to use brand then use... Sorry, to use a 656 00:45:58,960 --> 00:46:02,420 voice that is on brand for you, and choosing one of 657 00:46:02,420 --> 00:46:06,530 those waves in their voices. That's a huge operational efficiency that is just built 658 00:46:06,530 --> 00:46:11,240 into the platform. And that brings me to the peanut 659 00:46:11,240 --> 00:46:14,310 butter and jelly, the better to get a slide. And 660 00:46:14,310 --> 00:46:19,560 the reason for that is, when we think about all of the things that go into operating and managing a 661 00:46:19,630 --> 00:46:25,340 Contact Center operation, Genesys has user experience. Unlike where we 662 00:46:25,340 --> 00:46:29,250 put a bot in the front, and have that as isolated experience, 663 00:46:29,490 --> 00:46:33,440 really what we advocate at Genesys is let your customer experience platform 664 00:46:33,530 --> 00:46:37,950 orchestrate that entire end- to- end customer conversation. Genesys has 665 00:46:37,950 --> 00:46:41,350 some artificial intelligence technology on its own with something we call Predictive 666 00:46:41,350 --> 00:46:44,810 Web Engagement, that allows you to engage customers based on 667 00:46:44,810 --> 00:46:47,230 all of the data that we know and drive them to an 668 00:46:47,230 --> 00:46:50,500 experience that is very best for them. Sometimes that's a 669 00:46:50,500 --> 00:46:56,440 human. Sometimes that's a piece of content. Other times that's a bot. And using that upfront decision 670 00:46:56,440 --> 00:46:59,660 logic in an orchestration, we can really optimize that end 671 00:47:00,370 --> 00:47:03,520 to end customer experience and bring in the technology at 672 00:47:03,520 --> 00:47:06,730 the right time. I'm going to come back to Ritu 673 00:47:07,060 --> 00:47:08,220 here for a second, because we've got a couple of 674 00:47:08,650 --> 00:47:11,210 key takeaways and then we want to get into your 675 00:47:11,770 --> 00:47:25,840 audience Q& A. So, Ritu, why don't you just recap for us some of the research? all dimensions. That's fantastic. 676 00:47:26,220 --> 00:47:30,810 And so, if I actually walk you through, in the 677 00:47:30,880 --> 00:47:34,830 study that we just talked about, the 407 different organizations worldwide, 678 00:47:35,630 --> 00:47:38,390 and across the different industry, there are folks who are 679 00:47:38,390 --> 00:47:41,910 early adopters of this technology. So, kudos to them and we 680 00:47:41,910 --> 00:47:44,910 ask them, " What are your metrics and what are the 681 00:47:44,980 --> 00:47:48,240 rate of improvements that you're actually seeing today, and also what 682 00:47:48,520 --> 00:47:50,610 you envision it to be in the next three years?" 683 00:47:50,960 --> 00:47:53,880 So, very heartening to see, and I saw one question 684 00:47:53,880 --> 00:47:56,900 in the chat here that someone was asking that, " What is 685 00:47:56,900 --> 00:48:01,470 the ROI of this investment? Is it just the employee, human 686 00:48:01,470 --> 00:48:04,310 agent productivity?" And if you think the earlier adopters, of 687 00:48:04,310 --> 00:48:07,590 course they have seen improvement in efficiency and that is 688 00:48:07,590 --> 00:48:10,650 one of the metrics, but the top seat, is not just 689 00:48:10,650 --> 00:48:14,480 the efficiency of the human agents. It's actually better customer 690 00:48:14,480 --> 00:48:20,100 experience. They might be measuring it either through NPS, or that they're measuring it through customer lifetime 691 00:48:20,190 --> 00:48:24,390 value. There are different measurements. The customers might be doing it, but 692 00:48:24,930 --> 00:48:30,580 that's just number one. They feel that they actually can reduce the 693 00:48:30,580 --> 00:48:33,960 average handling time, from someone who's actually giving you a 694 00:48:33,960 --> 00:48:37,940 call, to making it more sufficient than us, either just 695 00:48:38,020 --> 00:48:42,770 being answered by the voicebot, or the chatbot, textbot. All 696 00:48:42,770 --> 00:48:45,540 tapping is on, in a reasonable amount of time, at 697 00:48:45,540 --> 00:48:49,440 the right time, with the right level of messaging to the human agent, to 698 00:48:49,440 --> 00:48:51,850 be answered in the most diligent and the most efficient way. 699 00:48:52,440 --> 00:48:55,770 So the end- to- end handling time is greatly improved, only 700 00:48:56,250 --> 00:49:00,020 24% of them say. And improved call deflection. In certain 701 00:49:00,120 --> 00:49:03,540 situations, if you see that the bot is not equipped to answer that, then 702 00:49:04,230 --> 00:49:07,070 it can be rightly moved on to a different means 703 00:49:07,070 --> 00:49:12,450 of communication. Those are the three most important rate of improvements the customers 704 00:49:13,080 --> 00:49:17,900 are reporting. Of course improvement in efficiency, and all of that is 705 00:49:17,900 --> 00:49:22,570 extremely important and improvement in operational efficiency. But I hope that answers 706 00:49:23,000 --> 00:49:25,860 the question that I saw in terms of the ROI, but 707 00:49:26,290 --> 00:49:29,540 this is something that we'll be constantly watching and running 708 00:49:29,800 --> 00:49:34,380 more extensive amounts of research over the next couple of months, and over the course of 709 00:49:34,380 --> 00:49:36,570 a year. And we'd be happy to report in more 710 00:49:37,100 --> 00:49:40,280 further interesting insights. So with that, I'll pass it on 711 00:49:40,280 --> 00:49:56,100 to you, Chris. Chris? the use cases. The answering might be coming off mute there. 712 00:49:56,440 --> 00:49:59,920 But as he's coming out- Sorry. There we go. I 713 00:49:59,920 --> 00:50:07,360 lost my track. I lost my trail and I saw here the 714 00:50:07,360 --> 00:50:13,030 window was answering questions. The way you want to implement that 715 00:50:13,030 --> 00:50:16,170 is, and we've seen that mistake happen in many customers, is they're 716 00:50:16,170 --> 00:50:20,590 trying to think about all that customer experience transformation and start 717 00:50:20,820 --> 00:50:24,450 trying to want to change an entire BU. They take 718 00:50:24,970 --> 00:50:27,440 a floor organization in their company and try to do 719 00:50:27,440 --> 00:50:30,040 a full change of that. And that's usually not the 720 00:50:30,040 --> 00:50:32,060 right way to do it. It's good to have that 721 00:50:32,060 --> 00:50:34,470 as the silver lining of all your transformation, but you 722 00:50:34,470 --> 00:50:36,690 can start with simple things. And we have seen those 723 00:50:36,690 --> 00:50:40,380 simple things being deployed. We launched about three months ago 724 00:50:40,380 --> 00:50:44,440 in April, I think, a Rapid Response VA because of 725 00:50:44,440 --> 00:50:47,420 the situation. We had massive demand for Rapid Response VA. 726 00:50:47,550 --> 00:50:49,580 We launched that and you could deploy a bot in two 727 00:50:49,580 --> 00:50:53,840 weeks for simple use cases, no return processing in retail, 728 00:50:53,840 --> 00:50:57,920 hours of operation in healthcare, balance and query in financial 729 00:50:57,920 --> 00:51:00,460 services. Those are simple use cases you can launch very, very 730 00:51:00,470 --> 00:51:04,560 quickly and get going with your customers, and tamper a 731 00:51:04,560 --> 00:51:07,480 lot of that load that did increase actually with the 732 00:51:07,480 --> 00:51:10,560 current situation through the use of bot. And then you 733 00:51:10,560 --> 00:51:13,240 expand from there adding more use cases, as you go 734 00:51:13,840 --> 00:51:18,840 to fit into your broader customer experience transformation journey. But 735 00:51:18,840 --> 00:51:23,880 start small. You can't start fast, that's the idea. Wonderful. And 736 00:51:24,210 --> 00:51:28,300 lastly, before we get to Q&A, from a Genesys perspective, 737 00:51:28,300 --> 00:51:31,490 from a Genesys vision, we want to provide the most flexible AI 738 00:51:31,490 --> 00:51:35,080 powered CX solution for the digital age. And really if 739 00:51:35,080 --> 00:51:37,640 I break that apart, as you see, that's whether you 740 00:51:37,640 --> 00:51:41,140 deploy on prem, or in the cloud, depending on the business 741 00:51:41,140 --> 00:51:44,470 outcomes that you want to optimize for breaking those silos across 742 00:51:45,760 --> 00:51:48,760 your organization, whether it's sales, marketing or service, and really 743 00:51:48,760 --> 00:51:53,580 being able to orchestrate those experiences together. So now we 744 00:51:53,580 --> 00:51:56,580 get into questions. And so I'm going to start with the question, that I'm going to answer myself. It comes from Susan, and it's about call deflection. "What is call deflection?" Call deflection at the end of 745 00:52:07,360 --> 00:52:11,810 the day means taking a customer that might otherwise consume a 746 00:52:11,810 --> 00:52:15,410 high cost resource like a human talking to an agent, 747 00:52:15,710 --> 00:52:17,950 to something that they could maybe self- service. And you're 748 00:52:17,950 --> 00:52:21,990 deflecting them from one experience to something that you will satisfy them 749 00:52:22,260 --> 00:52:26,340 well. And increasingly we're seeing that as a virtual agent 750 00:52:26,420 --> 00:52:31,830 experience, where, for a customer, they want to get an answer quickly, virtual 751 00:52:31,830 --> 00:52:34,900 agents can provide accurate, timely advice. You don't have to 752 00:52:34,900 --> 00:52:37,680 wait in queue for five minutes to get to someone that's going to tell 753 00:52:37,920 --> 00:52:46,010 you exactly the same thing. That's called deflection. I'm going 754 00:52:46,010 --> 00:52:50,970 to go to another question here, and this is going to be, Antony, it's for you- Yes. which is, " Is there 755 00:52:50,970 --> 00:52:55,170 a white paper on Google Contacts Center AI for virtual 756 00:52:55,170 --> 00:53:01,130 agents on how to deploy it?" There isn't a white 757 00:53:01,130 --> 00:53:07,300 paper, no. That said, we do have quite a few 758 00:53:07,980 --> 00:53:11,000 SI partners that are not certified, but trained on CCAI and 759 00:53:12,030 --> 00:53:15,220 can deploy that very, very well. I can name a 760 00:53:15,220 --> 00:53:20,220 few, Quantiphi, SpringML,, et cetera, are all very, very good at 761 00:53:20,220 --> 00:53:23,430 size, that have done many deployments and are targeting many. 762 00:53:25,480 --> 00:53:29,080 And can really help you through that journey creating the 763 00:53:29,080 --> 00:53:32,750 bots and deploying them, and also helping you with the agency's experience. 764 00:53:33,650 --> 00:53:36,820 Absolutely. And I will mention there is a video out 765 00:53:36,820 --> 00:53:40,080 there that you can check out which Genesys Group created 766 00:53:40,080 --> 00:53:45,310 together, which articulates some of the experiences that you can 767 00:53:45,310 --> 00:53:48,590 achieve using this technology. Ruti, next question is for you. 768 00:53:49,270 --> 00:53:52,410 It comes from Mary Ellen and it says, " Ruti, mentioned 769 00:53:52,410 --> 00:53:56,780 the democratization of data and changing culture." What tools do 770 00:53:56,780 --> 00:54:02,500 you see customers using to achieve the democratization of data, getting 771 00:54:02,500 --> 00:54:07,300 data out to the right people at the right time?" Oh, that's 772 00:54:07,300 --> 00:54:11,820 a great question. The very interesting thing today is there's 773 00:54:11,820 --> 00:54:16,390 no... It's not a few figures of the structured data 774 00:54:16,390 --> 00:54:19,840 now. There's a lot of unstructured data that is being used today. 775 00:54:20,030 --> 00:54:24,010 There's semi structured data. So, there's a cost of new set 776 00:54:24,010 --> 00:54:26,650 of breed of tools and technologies coming into place in 777 00:54:26,650 --> 00:54:31,860 terms of consolidating one common data platform. But that's just 778 00:54:31,860 --> 00:54:36,050 the starting this, specifically Facebook, because how do you transform 779 00:54:36,050 --> 00:54:39,470 the data, how you make sure the right set of 780 00:54:39,470 --> 00:54:43,780 metadata is available around them. It's a little bit fragmented market 781 00:54:43,780 --> 00:54:47,930 right now. There's something one separate for unstructured data, something for 782 00:54:47,930 --> 00:54:51,810 structured data, but there are a couple of tools and technologies, including 783 00:54:51,810 --> 00:54:55,180 from Google and the other incumbents that we talked, about 784 00:54:55,240 --> 00:54:58,100 that they can reach out to me separately to get 785 00:54:58,100 --> 00:55:01,010 the specific names, but there are things coming into for 786 00:55:01,010 --> 00:55:05,530 consolidation of different datasets, having a common metadata catalog. And 787 00:55:05,530 --> 00:55:11,170 also there are some advancements happening in transformational technology to improve 788 00:55:11,290 --> 00:55:14,320 the using Insights. AI is being used to even assess 789 00:55:14,320 --> 00:55:17,560 the quality of the data, to eliminate the biases in the 790 00:55:17,560 --> 00:55:21,920 data, to do the whole automation data pipeline. So there are 791 00:55:21,960 --> 00:55:24,300 a whole bunch of tools, but essentially it's a little 792 00:55:24,450 --> 00:55:26,640 bit fragmented right now if I have to say, but 793 00:55:26,640 --> 00:55:30,240 it's changing very rapidly. All right. So we have more 794 00:55:30,240 --> 00:55:33,410 questions that I think we're going to be able to answer in five minutes. So, we're going to get to do rapid 795 00:55:33,410 --> 00:55:38,290 fire. Antony, next question is for you, which is, " where are we seeing the 796 00:55:38,290 --> 00:55:46,820 ROI on chatbots versus increased staffing?" There's a few areas 797 00:55:46,820 --> 00:55:48,500 where you could get that. So the first one is 798 00:55:50,800 --> 00:55:55,480 when the chatbot reaches the agent, usually there's a conversational chatbot 799 00:55:55,480 --> 00:55:59,420 that did a lot of the data gathering, trying to 800 00:55:59,420 --> 00:56:01,500 solve the answer for. So, when the agent gets it, 801 00:56:02,010 --> 00:56:04,270 a lot of that information is already gathered, passed to 802 00:56:04,270 --> 00:56:06,840 the human agent, and then the call is obviously shorter, 803 00:56:06,840 --> 00:56:09,060 because you don't have to redo all that data gathering. 804 00:56:09,580 --> 00:56:12,990 There's a gain there. Second gain is a smart reply, 805 00:56:12,990 --> 00:56:16,410 which is something that we have in our technology, which actually 806 00:56:16,410 --> 00:56:23,480 suggests answers directly, and the human agent can click that 807 00:56:23,480 --> 00:56:26,740 answer, and there's these choices, there's usually two or three answers. 808 00:56:26,740 --> 00:56:28,550 They can click it, just edit it if they want, 809 00:56:28,550 --> 00:56:31,970 or just send it. So faster typing, more accurate responses, 810 00:56:32,130 --> 00:56:34,750 less typos. If you look at chat agents, they're always 811 00:56:35,560 --> 00:56:39,560 switching back to fix a typo, that doesn't happen. And 812 00:56:39,560 --> 00:56:44,700 then also the documents suggestion, knowledge suggestion help the human 813 00:56:44,700 --> 00:56:47,250 agent not have to search and put somebody on post 814 00:56:47,250 --> 00:56:50,500 search, either on Google or in their own internal systems 815 00:56:50,500 --> 00:56:54,340 to find a document. Those documents are automatically suggested through 816 00:56:54,340 --> 00:56:56,800 the Agent Assist. So that goes faster. And at the 817 00:56:56,800 --> 00:56:59,560 end of the call, the call dispositions also shorten because 818 00:56:59,560 --> 00:57:02,020 all that conversation, the intents that were detected in the 819 00:57:02,020 --> 00:57:05,130 conversational, are put in a little summary that can be put 820 00:57:05,130 --> 00:57:08,100 on the case. So you're gaining efficiency in every step 821 00:57:08,100 --> 00:57:12,430 of the way there. Wonderful. I'll take the next question 822 00:57:12,430 --> 00:57:16,250 from Christine, which is, " Where can I find more information about 823 00:57:16,250 --> 00:57:19,460 Agent Assist, how it works, what does the implementation look 824 00:57:19,780 --> 00:57:24,970 like, what can you do with it? And how it's being used by other customers currently?" Genesys. com. 825 00:57:25,500 --> 00:57:28,500 So we would love to talk to you about that as an implementation partner with 826 00:57:28,500 --> 00:57:34,390 Google, about how real world customers are using it, the benefits, 827 00:57:34,740 --> 00:57:38,140 the timelines, the whole lot. So very happy to engage 828 00:57:38,140 --> 00:57:41,100 with you on that. There is additional information on google. 829 00:57:41,320 --> 00:57:44,830 com if you looked at Contact Centre AI, which takes you 830 00:57:44,830 --> 00:57:50,140 through the Contact Center AI Agent Assist capabilities as well. My 831 00:57:50,140 --> 00:57:54,730 next question, Antony, I'm going to come back to you 832 00:57:54,730 --> 00:57:58,420 on this one. This is from Darrius which is, " What level 833 00:57:58,420 --> 00:58:02,880 of effort does it take to tune the AI for multi- 834 00:58:02,880 --> 00:58:07,990 tone responses, for it to be conversational?" Just for the 835 00:58:07,990 --> 00:58:11,360 audience benefit, the multi- tone response is really when you're 836 00:58:11,360 --> 00:58:15,130 going back and forth in the conversation, so it feels 837 00:58:15,130 --> 00:58:19,640 natural. But Antony what's your answer there? There's a few 838 00:58:19,640 --> 00:58:22,130 things in that question. First thing I would say the 839 00:58:22,190 --> 00:58:27,150 model itself, the understanding model does not need to be 840 00:58:27,150 --> 00:58:30,640 retrained, or trained, or do anything special. But one we provide out of 841 00:58:30,720 --> 00:58:32,810 the box for you is actually very powerful and can 842 00:58:32,860 --> 00:58:35,520 adapt. So how you're going to tune it, is based 843 00:58:36,730 --> 00:58:39,290 via courtesy of the training phrases and the appropriate training 844 00:58:39,290 --> 00:58:42,960 phrases to tell our NLU what they need to search for 845 00:58:43,240 --> 00:58:47,860 in those sentences, that's on a one tone basis. Multi- 846 00:58:47,860 --> 00:58:53,410 tone Dialogflow supports many, many bot returns, conversation, and can 847 00:58:53,410 --> 00:58:55,890 do all the back end calls, have different paths based 848 00:58:55,890 --> 00:58:59,190 on the responses from those web hooks that you're doing 849 00:58:59,190 --> 00:59:05,060 the back end. It's not technically complicated, obviously you need 850 00:59:05,060 --> 00:59:07,540 to adapt to conversation. So there is a level of effort, 851 00:59:07,830 --> 00:59:09,430 as I said, you can start in a couple of 852 00:59:09,430 --> 00:59:11,610 weeks and get one or two bugs going and then 853 00:59:11,850 --> 00:59:17,200 add more as you go. I would say overall, it's 854 00:59:17,200 --> 00:59:19,980 going to be a journey because you probably have hundreds of 855 00:59:19,980 --> 00:59:23,570 use cases, but you can get started pretty quickly, and 856 00:59:23,650 --> 00:59:28,570 you do not have to retrain the model. This is 857 00:59:28,570 --> 00:59:34,280 done automatically by Dialogflow, even in a multi- tone environment. 858 00:59:34,280 --> 00:59:39,330 Awesome. It's hard to answer a short statement on this one. It's really 859 00:59:39,330 --> 00:59:42,900 encouraging to see that we have so many questions. Just because we didn't answer 860 00:59:42,910 --> 00:59:44,610 them right now, it doesn't mean that we're not going to. I'm going to 861 00:59:44,610 --> 00:59:50,100 answer one last question and hand back to Josh, our moderator here. 862 00:59:50,290 --> 00:59:55,810 So the question is from HCL, "Is there a specific version of Genesys that is 863 00:59:55,810 --> 00:59:59,070 required for CCAI to work?" Guess what the good news 864 00:59:59,200 --> 01:00:05,720 is, we've integrated Google CCAI all on our various capabilities 865 01:00:05,970 --> 01:00:11,260 across Genesys, PureConnect, Engage and Genesys Cloud. So no matter 866 01:00:11,260 --> 01:00:13,700 what platform you're on, we have something for you. We 867 01:00:13,700 --> 01:00:18,510 can look at your specific requirements and give you a path 868 01:00:18,510 --> 01:00:21,640 forward. So with that, Josh, I'm going to hand it 869 01:00:21,640 --> 01:00:25,940 back to you to take us through what's next. Awesome. 870 01:00:26,260 --> 01:00:29,650 Thank you very much, Chris. Like you mentioned, unfortunately, that 871 01:00:29,650 --> 01:00:31,410 is the end of our Q& A, but don't freak, 872 01:00:31,820 --> 01:00:33,870 even though we didn't answer it live, we will follow 873 01:00:33,870 --> 01:00:36,790 up with you via email within the next few business days. So just be 874 01:00:36,890 --> 01:00:40,990 on the lookout for our prompt responses to you. So 875 01:00:41,080 --> 01:00:44,270 with all that being said, to wrap up, first, don't 876 01:00:44,270 --> 01:00:46,740 forget to take advantage of the additional resources within the 877 01:00:46,740 --> 01:00:50,560 resource list. Specifically the Contact Center AI success kit, the 878 01:00:50,560 --> 01:00:54,270 IDC spotlight and the Genesys and Google Cloud partnership page 879 01:00:54,270 --> 01:00:57,080 on genesys. com. Be sure to click those before today's 880 01:00:57,080 --> 01:00:59,310 session ends, and they'll open up in a new tab 881 01:00:59,310 --> 01:01:01,720 in your browser and give you an additional information on 882 01:01:01,720 --> 01:01:06,360 today's topic. Also after today's session concludes, you'll have the 883 01:01:06,360 --> 01:01:08,610 opportunity to fill out that brief survey that I mentioned 884 01:01:08,610 --> 01:01:12,470 before. We'd love and appreciate your feedback. And lastly, be 885 01:01:12,570 --> 01:01:14,470 sure to check out our new podcast Tech Talks in Twenty, where 886 01:01:15,080 --> 01:01:17,900 we sit down with Genesys experts to discuss the topics 887 01:01:17,900 --> 01:01:20,270 that you want to hear, in about 20 minutes. You 888 01:01:20,270 --> 01:01:22,580 can listen on our website as well as anywhere you 889 01:01:22,680 --> 01:01:27,010 get your podcasts, iTunes, Google Play, Spotify, and Stitcher. So 890 01:01:27,010 --> 01:01:29,700 with all that being said on behalf of Chris, Ritu and 891 01:01:29,700 --> 01:01:32,630 Antony, as well as the entire Genesys team, we thank 892 01:01:32,630 --> 01:01:36,280 you for joining today's webcast titled, Unlock the transformative power 893 01:01:36,280 --> 01:01:39,670 of AI for Contact Centers. Until next time, have a 894 01:01:39,670 --> 01:01:42,540 good one, everyone. Thank you.[mktoform cta_header="WATCH NOW" cta_button="Watch Now" cms_hold="RG" cid_id="7011T000001t8gXQAQ"] Meet the Speakers Antony Passemard Guest Speaker Applied Conversational AI and CCAI Lead Google Cloud Ritu Jyoti Guest Speaker Program Vice President, Artificial Intelligence IDC Chris Connolly Vice President, Product Marketing Genesys

AppFoundry Webinar Improve productivity while increasing customer satisfaction [cutoff co_thick="2px"]Wednesday, July 29, 2020 at 8 AM PDT Customer experience is everything. Customers expect you to have the tools in place to solve issues in a timely and effective manner. But, when there’s also added pressure to do more with less, increasing your call center and sales agents’ productivity is key. Join us to learn how you can leverage CTI to provide your agents with insight into your customer’s issues, drive agent productivity and increase reporting to make the right business decisions. In this webinar you’ll learn how to: Drive agent productivity Improve customer satisfaction Monitor and measure agent performance Identify customer pain points [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001t8sEQAQ"] Meet the Speaker Jeff Knight VP of Sales Upland InGenius

LinkedIn Live Demo Genesys Cloud: The power of a visionary workforce engagement solution [cutoff co_thick="2px"][webinarschedulesingle]Whether you’re an agent or a supervisor, the complexity of your contact center solution can interfere with your ability to do your job well. A host of overly complex solutions forces your employees to focus their attention on navigating technology rather than providing excellent customer experiences, and can waylay them with updates that break parts of their systems, confusion about which solutions to use for specific tasks, and an ability to see and understand the bigger picture with integrated reporting and analytics.  Watch this on-demand demo for the Genesys integrated, all-in-one WEM solution. During this 25-minute session, you’ll get a chance to see the highlights of our solution in action.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001t8bmQAA"] Meet the Speakers Robert Beasley Director, Strategic Solutions Genesys

Webinar Bytes [Webinar Bytes] Managing change: From on-premises to cloud 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 click the link below to access the full webinar, resources, and slides.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 from an existing on-premises contact center solution to a modern cloud architecture doesn’t have to be intimidating. A smart change management strategy lets you identify potential stumbling blocks and prepare to reach your organization’s goals. In these webinar bytes, join Genesys strategic business consultant Jodi Thompson for a roundtable discussion with Genesys customers who have been there and done that. Better customer and employee experiences await. Take the next step by watching today. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Jodi Thompson Sir Principal Business Consultant, Genesys Lori Bocklund President, Strategic Contact Dean Thames Platform Architect, Koch Global Services Julie Hopkins Project Manager, Koch Global Services [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:01,090 Two of the top questions 2 00:00:01,090 --> 00:00:02,860 I hear from customers is" 3 00:00:04,540 --> 00:00:05,960 Why do change management in 4 00:00:05,960 --> 00:00:07,540 the first place?" And also, " 5 00:00:07,540 --> 00:00:08,960 How do other companies do 6 00:00:08,960 --> 00:00:11,260 change management?" So for today's 7 00:00:11,260 --> 00:00:13,220 conversation and we've talked about 8 00:00:13,220 --> 00:00:14,460 it before, we want to 9 00:00:14,460 --> 00:00:15,770 get your feedback and your 10 00:00:15,770 --> 00:00:17,330 insight. So I'm going to 11 00:00:17,330 --> 00:00:18,700 kick things over first to 12 00:00:18,700 --> 00:00:21,010 Laurie, and ask Laurie and 13 00:00:21,010 --> 00:00:23,200 then Julie, can you share 14 00:00:23,200 --> 00:00:26,570 with us what... about what 15 00:00:26,570 --> 00:00:28,380 change management means to you? 16 00:00:29,970 --> 00:00:34,630 Yeah. Thank you... It's one 17 00:00:34,630 --> 00:00:36,220 of my favorite topics. I 18 00:00:36,220 --> 00:00:37,070 got trained in it a 19 00:00:37,070 --> 00:00:38,540 long time ago and get 20 00:00:38,540 --> 00:00:40,090 to apply it on projects all 21 00:00:40,090 --> 00:00:41,260 the time as a consultant, 22 00:00:41,320 --> 00:00:42,080 I've worked with a lot 23 00:00:42,080 --> 00:00:43,990 of different companies. When I'm 24 00:00:43,990 --> 00:00:45,920 helping clients understand what we're 25 00:00:45,920 --> 00:00:47,390 talking about with change management, 26 00:00:47,390 --> 00:00:49,020 we say it's concepts and 27 00:00:49,020 --> 00:00:51,050 tools. Everyone understands that project 28 00:00:51,050 --> 00:00:53,310 management concept, but this is 29 00:00:53,310 --> 00:00:54,740 about helping, as you said, 30 00:00:54,740 --> 00:00:57,660 individuals and groups change. I 31 00:00:57,660 --> 00:00:58,410 like to think of it 32 00:00:58,410 --> 00:00:59,720 as a journey. Any project 33 00:00:59,720 --> 00:01:01,460 you're on a journey, and 34 00:01:01,460 --> 00:01:02,390 you want to bring everybody 35 00:01:02,390 --> 00:01:04,260 along successfully to that target 36 00:01:04,260 --> 00:01:06,430 destination, and you're going to 37 00:01:06,430 --> 00:01:07,510 hit some bumps. You're going 38 00:01:07,510 --> 00:01:08,830 to have some detours along 39 00:01:08,830 --> 00:01:10,650 the way and change management 40 00:01:10,650 --> 00:01:12,220 really helps everybody adjust and 41 00:01:12,220 --> 00:01:13,660 adapt as you go on 42 00:01:13,660 --> 00:01:15,280 that journey, and still hopefully 43 00:01:15,280 --> 00:01:16,000 end up at the right 44 00:01:16,000 --> 00:01:17,990 place together and able to 45 00:01:17,990 --> 00:01:18,990 get the benefits of that 46 00:01:18,990 --> 00:01:22,220 change. Good. Laurie, what's your 47 00:01:22,220 --> 00:01:25,920 insight to share? Yeah, thanks 48 00:01:25,920 --> 00:01:27,630 Laurie and so when I look 49 00:01:27,630 --> 00:01:29,230 at change management, I kind 50 00:01:29,230 --> 00:01:30,480 of... well I'm a project 51 00:01:30,480 --> 00:01:31,530 manager, so I view it 52 00:01:31,580 --> 00:01:33,000 from a project management and 53 00:01:33,000 --> 00:01:35,850 customer perspective. So anytime there 54 00:01:35,850 --> 00:01:37,280 is a project, there will 55 00:01:37,280 --> 00:01:39,830 be organizational changes that'll have 56 00:01:39,830 --> 00:01:40,940 to be thought through from 57 00:01:40,940 --> 00:01:43,120 a customer perspective and to 58 00:01:43,120 --> 00:01:45,000 Laurie's point, it's about identifying 59 00:01:45,000 --> 00:01:46,320 that bunch of people in 60 00:01:47,200 --> 00:01:48,450 a project. We call those 61 00:01:48,450 --> 00:01:49,760 the stake holders, and getting 62 00:01:49,760 --> 00:01:51,380 them bought into that vision 63 00:01:51,740 --> 00:01:52,850 and why the change is 64 00:01:52,850 --> 00:01:54,600 needed in determining the plan 65 00:01:54,600 --> 00:01:55,560 on how to get them 66 00:01:55,930 --> 00:01:58,780 to that desired state. So 67 00:01:58,780 --> 00:01:59,960 I feel like if you 68 00:01:59,960 --> 00:02:01,540 can create a framework or 69 00:02:01,540 --> 00:02:03,450 guard rails around that process, 70 00:02:03,760 --> 00:02:05,420 that really is very beneficial 71 00:02:05,420 --> 00:02:07,140 for organizations to be able 72 00:02:07,140 --> 00:02:08,730 to obtain and get to 73 00:02:08,730 --> 00:02:10,210 the goals of change management.

Webinar Bytes [Webinar Bytes] The new normal: Redefining business continuity 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 click the link below to access the full webinar, resources, and slides.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Customer experience has entered uncharted territory. The first half of 2020 ushered in global unpredictability, forcing businesses to rapidly adapt and deliver customer experiences in new ways. It’s important to understand what this “new normal” is to gain perspective and to understand where the industry is headed. In these webinar bytes, join Sheila McGee Smith and Barbara Gonzalez to hear real-life accounts of how businesses across key industries have rapidly evolved their contact center operations. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Sheila McGee Smith Founder and Principal Analyst McGee Smith Analytics Barbara Gonzalez Global VP for Strategic Business Consulting Genesys Colin Salvesen Head of IT Mr Price Group Ltd – South Africa Paul Bourdeaux Vice President, IT eFinancial [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:02,320 I normally work from home although I do travel a 2 00:00:02,330 --> 00:00:04,740 lot, so I probably spend half of my time at 3 00:00:04,740 --> 00:00:07,820 home and half of my time on the road. Some 4 00:00:07,820 --> 00:00:11,580 companies, for example, are considering, should we create a working 5 00:00:11,580 --> 00:00:15,220 from home model beyond the crisis? Sheila she certainly needed 6 00:00:15,220 --> 00:00:18,080 no introduction, her reputation in the contact center space and 7 00:00:18,080 --> 00:00:21,610 the customer experience space, procedure around the world in North 8 00:00:21,610 --> 00:00:25,170 America. We have about 400 call center agents that serves 9 00:00:25,170 --> 00:00:28,310 both sales agents, transfer agents, customer care reps, and as 10 00:00:28,310 --> 00:00:30,940 well as independent agents spread across the country. So to 11 00:00:31,200 --> 00:00:33,700 get us started with this conversation, I would first like 12 00:00:33,790 --> 00:00:36,750 to ask Sheila to give us her analyst perspective on 13 00:00:36,750 --> 00:00:39,470 the current state of customer experience and the impact that 14 00:00:39,760 --> 00:00:42,870 COVID-19 is having in the contact center space. And he's nodding 15 00:00:42,870 --> 00:00:46,350 because it's an important piece of research that a lot 16 00:00:46,350 --> 00:00:49,600 of us in the context center look forward to seeing 17 00:00:49,600 --> 00:00:55,360 that new data every year. And digital transformation, supplying better 18 00:00:55,360 --> 00:01:00,820 digital customer experience, meeting the demands of consumers who want 19 00:01:01,110 --> 00:01:05,440 better digital options from the organizations and the companies that 20 00:01:05,440 --> 00:01:09,250 they work with. So despite some slight differences in state 21 00:01:09,250 --> 00:01:13,340 government guidelines for COVID response, eFinancial chose to enable working 22 00:01:13,340 --> 00:01:15,490 from home for all of our agents and employees at 23 00:01:15,490 --> 00:01:17,780 the same time. Colin maybe the same question for you, 24 00:01:18,240 --> 00:01:21,140 what was the changes for your agents and are they 25 00:01:21,140 --> 00:01:24,780 working from home? And we're going to go back to that topic in 26 00:01:24,780 --> 00:01:27,180 a minute, but Paul, same question for you, how has 27 00:01:27,180 --> 00:01:30,460 the business been effective for you guys and disruption and 28 00:01:30,460 --> 00:01:33,200 customer experience and how are you mitigating it? So that 29 00:01:33,200 --> 00:01:36,330 was an initiative from our CEO, Tony Bates and his 30 00:01:36,330 --> 00:01:40,490 leadership and with constant communication and a lot of transparency 31 00:01:40,490 --> 00:01:43,030 and very quickly shutting down our offices and making sure 32 00:01:43,030 --> 00:01:45,960 that everybody was okay and working from home and staying 33 00:01:45,960 --> 00:01:49,360 safe. So we'll be looking a lot more at stuff like 34 00:01:49,430 --> 00:01:53,180 customer self- help stuff like where your Genesys platform can 35 00:01:53,180 --> 00:01:55,840 bring all communications types into one space where we can 36 00:01:55,840 --> 00:01:58,650 actually make sense of that data and actually start delivering 37 00:01:58,650 --> 00:02:02,510 on what customers want. Some of those we can supply, 38 00:02:02,940 --> 00:02:05,640 even if the contact center is not in the cloud 39 00:02:05,640 --> 00:02:10,340 yet, but the vision should be to the point that 40 00:02:10,340 --> 00:02:12,880 was made earlier by Paul and Colin. So the question 41 00:02:12,880 --> 00:02:15,380 for you has this crisis and the fact that your 42 00:02:16,110 --> 00:02:18,970 agents are working from home, have been working from home 43 00:02:18,970 --> 00:02:20,830 now for a while. So just making sure that a 44 00:02:21,600 --> 00:02:23,700 bot is not just about call deflection, but it's also 45 00:02:23,850 --> 00:02:26,220 about being able to give context to an agents as 46 00:02:26,220 --> 00:02:29,140 to what the customer journey is from an eCommerce perspective. 47 00:02:29,140 --> 00:02:32,290 They're taking their contact center agents and moving them to 48 00:02:32,510 --> 00:02:35,590 cloud based solutions. So with that on behalf of Sheila, 49 00:02:35,660 --> 00:02:39,420 Barbara, Colin, and Paul, as well as the entire Genesys team, 50 00:02:39,540 --> 00:02:42,090 we thank you again for joining today's webcast, The New 51 00:02:42,090 --> 00:02:44,360 Normal Redefining Business Continuity.

GovLoop Online Training: The Future of Customer Experience is in Automation [cutoff co_thick="2px"]A new wave of citizen experience is here. Chatbots, voice assistance, artificial intelligence (AI) and other automation technologies are being deployed much more widely, however, many agencies are still slow to implement these solutions. Agencies can create better customer experience with automation. New government data from GovLoop and Genesys, shows that 62% of respondents see the biggest benefit of automation is allowing agents to focus on more complex services or problems. In this training, you’ll learn: How successful agencies have been able to overcome barriers to see enhanced citizen experience with automation tools. Results from a survey with GovLoop and Genesys on how automation could free up employees’ time to do more mission critical tasks. How automation could create avenues of self-service for customers who need information in real-time. [mktoform cta_header="Watch the training" cta_button="Watch now" cms_hold="RG" cid_id="7011T000001t9k1QAA"] Meet the Speakers Jodi M. Thompson Senior Principle Business Consultant, Genesys Jennifer Hill Management and Program Analyst, Bureau of the Fiscal Service, Department of Treasury

AppFoundry Webinar How to launch self-service knowledge fast [cutoff co_thick="2px"]Wednesday, July 8, 2020 at 8AM PST This webinar will show how to roll out 24/7 customer self-service and immediately relieve your contact center. The deployment is much faster than you might think—but only if done in the right way. Done correctly, this rollout will facilitate self-service interactions within the first three-to-ten days of deployment. Within weeks, you can expect self-service interactions to outstrip assisted interactions. This is good news for customer experience, contact center efficiency and  for your company. You'll learn: The core pieces every company needs to quickly and successfully roll out self-service Expected timeline and outcomes for rapid-launch self-service deployments Use cases from MindTouch customers that have successfully launched self-service on compressed timelines Sign up for this webinar today.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001t7zTQAQ"] Meet the Speaker Aaron Rice CEO MindTouch

Monthly Genesys Cloud Demo See Genesys Cloud in action: Keep your employees happy [cutoff co_thick="2px"][webinarschedulesingle]Your call center and customer service agents are the voice and face of your company. How they feel about their work has a ripple effect; happy and engaged employees create better customer experiences. Simplify their work with tools like unified communications. Ensure consistent service with quality tracking and measuring. And use custom widgets to get a clear picture of key KPIs. Modern call center software, like the Genesys CloudTM platform, can improve the work life of your agent and supervisors. Join us for the June Genesys Cloud demo to learn more about tools that improve the employee experience.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001t8CmQAI"] Meet the Speaker Brad Forsythe Senior Strategic Sales Consultant Genesys

MIT Analyst Webinar AI in the contact center: The promise, reality and future [cutoff co_thick="2px"]Companies across all industries are using artificial intelligence (AI) in the contact center to improve customer care, increase operational efficiency and enhance security. But how they’re going about it is changing rapidly. Join Claire Beatty, Editorial Director for International Markets at MIT Technology Review Insights; Janelle Dieken, Senior Vice President of Product Marketing at Genesys; and Aarde Cosseboom, Sr. Director of GMS Technology, Product and Analytics at fashion retailer TechStyle, to learn about the driving forces behind one brand’s vision and success. Get details on current AI use cases, challenges and trends — and see how the COVID-19 pandemic has changed the trajectory of AI in the contact center. Get an in-depth look into: Market AI adoption Reality, practicality and best practices for implementing and scaling AI MIT predictions about the role of AI [cutoff co_thick="2px"]1 00:00:05,100 --> 00:00:08,410 Good morning, evening and afternoon everyone. This is Josh Reed from 2 00:00:08,410 --> 00:00:10,420 the digital events team here at Genesys and I'll be 3 00:00:10,420 --> 00:00:13,620 moderating today's webcast. Let me be the first to welcome 4 00:00:13,620 --> 00:00:17,360 you all to today's webcast titled AI in the Contact Center: 5 00:00:17,530 --> 00:00:21,750 The Promise, Reality and Future. So to make sure that you 6 00:00:21,750 --> 00:00:24,610 have the best experience viewing today's webcast, let me highlight 7 00:00:24,610 --> 00:00:27,330 a few things first. First off, if you experience any 8 00:00:27,330 --> 00:00:31,610 problems viewing or listening to today's webcast, refresh your browser 9 00:00:31,610 --> 00:00:34,110 and make sure that it's up to date to support HTML5 as this 10 00:00:34,110 --> 00:00:37,930 usually fixes any console issues that you might experience. Also it 11 00:00:37,930 --> 00:00:40,500 might help to switch over to something like Mozilla Firefox 12 00:00:40,500 --> 00:00:42,670 or Chrome as well as these are the best browsers 13 00:00:42,670 --> 00:00:45,920 to support the webcast platform. And if you're having trouble 14 00:00:45,920 --> 00:00:49,460 seeing the slide window or the webcam window, that's completely 15 00:00:49,460 --> 00:00:51,680 fine. You do have the ability to enlarge that by 16 00:00:51,680 --> 00:00:56,330 dragging one of the corners throughout the presentation. Also note 17 00:00:56,330 --> 00:00:59,130 this webcast is designed to be an interactive experience between 18 00:00:59,130 --> 00:01:01,310 you and our presenters today. So at any time during 19 00:01:01,310 --> 00:01:03,510 the webcast, feel free to throw questions into the Q& 20 00:01:03,510 --> 00:01:07,430 A window below this slide window and we'll answer as 21 00:01:07,430 --> 00:01:10,340 many as we can at the end of the presentation. However, 22 00:01:10,500 --> 00:01:12,630 as sometimes it does happen if time gets away from 23 00:01:12,630 --> 00:01:15,670 us and we aren't able to answer your question aloud, 24 00:01:15,910 --> 00:01:18,320 don't frank we will follow up with you via email 25 00:01:18,320 --> 00:01:21,940 within the next few business days. And also know if 26 00:01:21,940 --> 00:01:24,100 you're joining late or you have to jump, or if 27 00:01:24,100 --> 00:01:26,400 you have to go somewhere else during the presentation, don't 28 00:01:26,400 --> 00:01:28,710 worry about that. This is being recorded and you will 29 00:01:28,710 --> 00:01:31,560 receive an on demand recording from ON24 within the next 30 00:01:31,560 --> 00:01:33,320 few business days. So just be on the lookout for 31 00:01:33,320 --> 00:01:37,080 that. Also at any time during today's webcast, feel free 32 00:01:37,080 --> 00:01:40,280 to check out the resource box just below the slide window 33 00:01:40,280 --> 00:01:42,870 next to the Q& A window. Clicking through won't take you away, 34 00:01:42,870 --> 00:01:44,530 so don't worry about that. It'll open up in a 35 00:01:44,530 --> 00:01:47,330 new tab in your browser, but these resources expand on 36 00:01:47,330 --> 00:01:51,370 today's topic. And lastly, we welcome and appreciate your feedback. 37 00:01:51,420 --> 00:01:53,330 So you'll have the opportunity to fill out a short 38 00:01:53,330 --> 00:01:56,020 survey today. It can be found in the last icon 39 00:01:56,020 --> 00:01:58,470 to the left or it'll show up automatically at the 40 00:01:58,470 --> 00:02:00,720 end of the presentation, but we definitely want to collect 41 00:02:00,720 --> 00:02:02,780 your feedback about what you would like to hear in 42 00:02:02,780 --> 00:02:07,390 the future for our webcasts. And like I said, short 43 00:02:07,390 --> 00:02:11,040 and sweet. So today we have three excellent presenters excited 44 00:02:11,040 --> 00:02:14,020 to discuss how to get details on current AI use 45 00:02:14,020 --> 00:02:17,760 cases, challenges, and trends, and see how the COVID-19 pandemic 46 00:02:17,760 --> 00:02:21,850 has changed the trajectory of AI in the contact center. First 47 00:02:21,850 --> 00:02:24,210 we have Janelle Dieken. She's the Senior Vice President of 48 00:02:24,290 --> 00:02:28,370 Product Marketing here at Genesys and joining Janelle today, we 49 00:02:28,370 --> 00:02:32,040 have two special guests from MIT technology review insights. Let 50 00:02:32,040 --> 00:02:35,440 me welcome Claire Beatty, the Editorial Director for International Markets 51 00:02:36,010 --> 00:02:38,980 and we also have Aarde Cosseboom, the Senior Director of GMS 52 00:02:38,980 --> 00:02:42,960 Technology, Product and Analytics from Textile. So with all that 53 00:02:42,960 --> 00:02:45,310 being said, I'm actually going to hand things off Claire 54 00:02:45,760 --> 00:02:48,040 to kick us off today. Claire, the floor is yours. 55 00:02:49,330 --> 00:02:52,600 Thank you. Thank you for the introduction, Josh. And I'm delighted to 56 00:02:52,600 --> 00:02:55,720 welcome you to this webinar today. We will be presenting 57 00:02:55,720 --> 00:02:59,490 the findings of a piece of research conducted with Genesys. 58 00:02:59,490 --> 00:03:02,300 It's called the Global AI Agenda, and we will be 59 00:03:02,300 --> 00:03:06,490 facilitating a discussion around that. So first of all, let 60 00:03:06,490 --> 00:03:09,680 me introduce you to the research that we will be 61 00:03:09,680 --> 00:03:18,510 presenting today. In December, 2019 and January, 2020, we conducted 62 00:03:18,510 --> 00:03:23,330 a global survey of about 1000 AI leaders, C level 63 00:03:23,330 --> 00:03:27,210 executives, heads of sales and marketing all across the world, 64 00:03:27,210 --> 00:03:30,730 so in Latin America, North America, Europe, the middle East and 65 00:03:30,730 --> 00:03:34,040 Africa and Asia Pacific. And the questions that we asked 66 00:03:34,040 --> 00:03:37,610 them are here on your screen. So what is the status of AI 67 00:03:37,610 --> 00:03:41,050 adoption globally? And what are the leading use cases? What 68 00:03:41,050 --> 00:03:44,350 are the benefits that companies are seeing through AI adoption 69 00:03:44,350 --> 00:03:47,850 so far and what are some of the obstacles? And then lastly, the 70 00:03:47,850 --> 00:03:51,500 idea of data sharing. So how are companies looking at 71 00:03:51,500 --> 00:03:56,050 the data sets that they have thinking about the potential benefits that could 72 00:03:56,050 --> 00:03:59,770 be gained if they share that data with third parties 73 00:04:00,030 --> 00:04:01,390 and what would it mean? What would they need to 74 00:04:01,390 --> 00:04:03,830 see in order to jump into this new world of 75 00:04:03,830 --> 00:04:08,320 data sharing? So with that, let me dive straight into 76 00:04:08,320 --> 00:04:12,330 some of the results of the survey. So the headline 77 00:04:12,380 --> 00:04:17,270 finding is that of the large companies that we surveyed, by 78 00:04:17,270 --> 00:04:21,600 the end of 2019 about 87% said that they were 79 00:04:21,600 --> 00:04:25,860 using AI somewhere in their business operations and the chart 80 00:04:26,140 --> 00:04:30,360 that's on your slide here shows the industries that are 81 00:04:30,380 --> 00:04:35,030 perhaps furthest ahead in this AI journey. And we see 82 00:04:35,030 --> 00:04:40,970 that financial services has really high expectations of AI. The 83 00:04:40,970 --> 00:04:44,980 question is within three years, approximately what percentage of your 84 00:04:44,980 --> 00:04:48,940 business processes will use AI? So you can see financial 85 00:04:48,940 --> 00:04:52,720 services is the furthest ahead. And they just have so 86 00:04:52,720 --> 00:04:58,420 many use cases from customer processes to back office operations, 87 00:04:58,720 --> 00:05:04,320 to risk management, to portfolio management, to cybersecurity. So they're actually 88 00:05:04,320 --> 00:05:13,610 very mature in using AI in the business. So next 89 00:05:13,610 --> 00:05:20,080 we looked at what are the largest AI use cases 90 00:05:20,080 --> 00:05:25,090 globally. And we saw the lead finding is that quality 91 00:05:25,090 --> 00:05:29,200 control followed by customer care and support and cybersecurity are 92 00:05:30,200 --> 00:05:35,160 the leading use cases globally. And if we think about 93 00:05:35,560 --> 00:05:40,480 quality control, there are just so many different ways that 94 00:05:40,480 --> 00:05:44,540 might look like depending on what industry you're in, whether you're in pharma 95 00:05:44,540 --> 00:05:48,270 or manufacturing, you might be using a different array of 96 00:05:48,310 --> 00:05:51,690 AI technologies for that use case, but that is the 97 00:05:51,690 --> 00:05:55,550 leading use case globally. So I'd like to bring in 98 00:05:55,560 --> 00:05:58,610 Aarde at this point to tell us a little bit 99 00:05:58,760 --> 00:06:02,700 about AI at Textile. What are some of the leading 100 00:06:02,700 --> 00:06:04,870 use cases you're seeing in your business Aarde? Aarde I think 101 00:06:04,870 --> 00:06:37,900 you might be on mute. Josh, perhaps you can help get Aarde 102 00:06:37,900 --> 00:06:41,430 off mute. Janelle I want to it over to you at this point? 103 00:06:42,370 --> 00:06:46,650 Hello. No, go ahead Janelle if you'd like to step 104 00:06:46,650 --> 00:06:47,850 in real fast and let me see if I can get Aarde 105 00:06:47,850 --> 00:06:53,410 unmuted here. Okay. No problem. Janelle tell us about your customers. 106 00:06:55,180 --> 00:06:59,180 Sure. So I think when we think of use of 107 00:06:59,180 --> 00:07:03,110 AI, especially as it relates to a couple of the 108 00:07:03,110 --> 00:07:06,660 columns in your chart here around customer service and support 109 00:07:06,660 --> 00:07:11,360 as well as even personalization, bots are often the first 110 00:07:11,360 --> 00:07:14,920 type of use case that comes to mind especially for 111 00:07:14,920 --> 00:07:18,970 customer support. But we also see it as more than 112 00:07:18,970 --> 00:07:23,880 just a Voicebot or a Chatbot. When I look at 113 00:07:23,880 --> 00:07:28,820 both personalizing products and services, as well as customer care 114 00:07:28,820 --> 00:07:32,450 and support, here at Genesys we believe that the future 115 00:07:32,450 --> 00:07:38,410 of customer experience is rooted in those highly personalized experiences 116 00:07:38,490 --> 00:07:42,470 powered by AI. That's a part of what we call 117 00:07:42,540 --> 00:07:48,260 experience as a service. And so that phrase experience as 118 00:07:48,260 --> 00:07:51,600 a service might be new to some, if not all 119 00:07:51,600 --> 00:07:53,560 of you. So let me unpack that for a moment. 120 00:07:54,260 --> 00:07:57,770 Experience as a service, it really just looks to help 121 00:07:57,770 --> 00:08:04,390 companies to provide personalization at scale where employees of companies 122 00:08:04,390 --> 00:08:09,190 can interact with their customers not only with efficiency and 123 00:08:09,190 --> 00:08:12,210 effectiveness, which are still important, but also with that added 124 00:08:12,210 --> 00:08:17,320 element of empathy, to help foster customer loyalty and trust 125 00:08:17,320 --> 00:08:20,330 along the way. And so if I go to the 126 00:08:20,330 --> 00:08:22,680 next slide and go to a little bit more detail 127 00:08:22,680 --> 00:08:25,880 on that, how we think of it here at Genesys 128 00:08:25,970 --> 00:08:30,570 with experience as a service is that each interaction between 129 00:08:31,000 --> 00:08:34,900 someone in your business and your end customers should start 130 00:08:34,900 --> 00:08:38,940 with your customer right at the center. And if you 131 00:08:38,940 --> 00:08:44,450 gain an understanding of that customer's needs, their intent and 132 00:08:44,450 --> 00:08:49,270 their preferences, then you can make customers feel remembered, heard 133 00:08:49,270 --> 00:08:52,210 and understood just as if you would in your other 134 00:08:52,210 --> 00:08:55,680 relationships that you build in life. And so in other 135 00:08:55,680 --> 00:08:59,180 words, in your experiences, you can go beyond the elements 136 00:08:59,180 --> 00:09:02,270 of efficiency and effectiveness in your contact center environment, which 137 00:09:02,270 --> 00:09:06,510 are still important and be more empathetic to really personalize 138 00:09:06,510 --> 00:09:11,390 that experience further. On interactions rooted in empathy, where you 139 00:09:11,390 --> 00:09:15,440 make the customer feel remembered, heard and understood, make it 140 00:09:15,440 --> 00:09:21,120 easier to build trust and earn loyalty for stronger connections 141 00:09:21,120 --> 00:09:25,450 and better results. And to achieve that at scale, which 142 00:09:25,450 --> 00:09:29,570 can be really where the challenge and complexity comes into the picture, 143 00:09:30,160 --> 00:09:32,980 you need to just have the right tools and technology 144 00:09:32,980 --> 00:09:36,570 in place. And we believe with experience as a service, 145 00:09:36,810 --> 00:09:43,410 that's a combination of three core components, data, artificial intelligence 146 00:09:43,650 --> 00:09:46,360 and engagement tools. And if I unpack that a little 147 00:09:46,360 --> 00:09:50,290 bit more as it relates to your question, Claire, around 148 00:09:50,290 --> 00:09:54,020 various use cases, we need to start with data because 149 00:09:54,070 --> 00:09:58,010 if I'm going to provide a personalized experience where I 150 00:09:58,010 --> 00:10:02,660 inject empathy and I want the customer to feel known 151 00:10:02,660 --> 00:10:04,990 and heard and understood, I have to know something about 152 00:10:04,990 --> 00:10:08,560 them. And so empathy requires information, not only about your 153 00:10:08,560 --> 00:10:12,430 customer, but also the employees that are serving them. And 154 00:10:12,430 --> 00:10:15,300 we see your contact center as really a gold mine 155 00:10:15,300 --> 00:10:20,240 for that data. By unifying historic third party and behavioral 156 00:10:20,240 --> 00:10:22,780 data, you can put that good data use. And that's 157 00:10:22,780 --> 00:10:27,500 where artificial intelligence comes into play, where AI can turn 158 00:10:27,500 --> 00:10:29,920 the mounds and mounds and mounds of data that you 159 00:10:29,920 --> 00:10:33,430 have into those real time insights and actions and make 160 00:10:33,430 --> 00:10:37,460 sense of it all with all your conversational data to 161 00:10:37,460 --> 00:10:40,780 predict, maybe engaging in the right moment, if they're surfing 162 00:10:40,780 --> 00:10:43,930 on your website or to predict who is the best 163 00:10:43,930 --> 00:10:47,980 person to answer that phone call or that email, or 164 00:10:47,980 --> 00:10:52,380 even predict who is the right resources to staff to 165 00:10:52,380 --> 00:10:55,500 handle that volumes to begin with. So it can automate 166 00:10:55,500 --> 00:10:59,240 decisions about who, when and how to engage extending beyond 167 00:10:59,240 --> 00:11:02,500 just the example of bots. And then thirdly, with the 168 00:11:02,500 --> 00:11:06,530 right engagement tools, it allows you to personalize those experiences, 169 00:11:06,550 --> 00:11:11,440 not just for customer service, but really across the lifecycle 170 00:11:11,440 --> 00:11:17,000 of your engagement in person across marketing sales and service, 171 00:11:17,000 --> 00:11:21,020 and the best engagement tools can help your employees know 172 00:11:21,020 --> 00:11:24,000 the road that your customer has traveled on and anticipate 173 00:11:24,000 --> 00:11:28,460 what they need most. So all together with data, with 174 00:11:28,470 --> 00:11:32,730 artificial intelligence making sense of that data and really using 175 00:11:32,730 --> 00:11:37,120 AI and those applications, spanning marketing, sales, and service, we 176 00:11:37,120 --> 00:11:40,770 feel you can create personalized experiences at scale that can 177 00:11:40,770 --> 00:11:45,020 help you provide true empathy to build trust and drive 178 00:11:45,020 --> 00:11:49,290 loyalty and that's experience of the service. And Claire if 179 00:11:49,290 --> 00:11:51,970 I can take a few more minutes maybe to give 180 00:11:52,470 --> 00:11:58,590 an example that the audience could relate to potentially. I'll 181 00:11:58,590 --> 00:12:01,300 go to this slide real quick. And so let's say 182 00:12:01,300 --> 00:12:05,460 Claire, you are in the midst of moving and you're 183 00:12:05,460 --> 00:12:09,260 working from home as we all are, and you have 184 00:12:09,430 --> 00:12:11,910 to time everything just right. So when you get into 185 00:12:11,910 --> 00:12:14,840 your new place, you have to have high speed internet 186 00:12:14,840 --> 00:12:17,310 connected and ready to go because you have this big 187 00:12:17,310 --> 00:12:20,660 webinar coming up, you have important client meetings that are 188 00:12:20,660 --> 00:12:23,590 already scheduled and you're kind of stressed about it. Actually 189 00:12:23,590 --> 00:12:26,130 you're really stressed about it, right? So you go online 190 00:12:26,550 --> 00:12:30,560 and you log in to your existing cable provider's website, 191 00:12:31,100 --> 00:12:34,040 you're finding it's kind of confusing, there's too many offers, 192 00:12:34,040 --> 00:12:35,990 it's not really clear on which one's best. You don't 193 00:12:35,990 --> 00:12:38,070 want to cancel your account and then go through the 194 00:12:38,070 --> 00:12:40,490 whole process of opening a new one. Maybe you just 195 00:12:40,490 --> 00:12:43,810 want to transfer to a new address. You want to 196 00:12:43,810 --> 00:12:47,410 understand what's the situation with the global pandemic going on and 197 00:12:47,410 --> 00:12:50,460 somebody coming to your home, all of that stuff, right? 198 00:12:50,460 --> 00:12:53,810 So as you're searching online and researching on your cable 199 00:12:53,810 --> 00:12:57,970 provider's website, you get a popup and that brings us to 200 00:12:58,370 --> 00:13:02,330 this top bubble across the customer journey and employee journey, 201 00:13:02,330 --> 00:13:07,700 and the popup greets you personally and offers the opportunity for 202 00:13:07,700 --> 00:13:11,070 you to chat with someone. And so you accept that 203 00:13:11,070 --> 00:13:15,130 invitation and what you realize maybe, or don't even realize 204 00:13:15,130 --> 00:13:18,530 is that there's some automation upfront, and it's asking you 205 00:13:18,530 --> 00:13:21,780 some questions. It's actually already identified based on your behavior 206 00:13:21,780 --> 00:13:25,350 that maybe you're looking to do a move. And so 207 00:13:25,350 --> 00:13:28,070 it asks you that, and you start to dialogue with 208 00:13:28,070 --> 00:13:30,960 this bot, which brings us to the second bullet. And 209 00:13:30,960 --> 00:13:32,760 as you're talking through that, it asks for your new 210 00:13:32,760 --> 00:13:37,940 address, it's going pretty well, you indicate your new address 211 00:13:37,940 --> 00:13:40,500 and that you want to just transfer your service to 212 00:13:40,500 --> 00:13:43,590 that. And as you were talking you realize, well, I'd really just 213 00:13:43,590 --> 00:13:46,840 like to talk to someone on the other line. So 214 00:13:46,840 --> 00:13:51,140 you ask it to speak to a representative, right? So 215 00:13:51,140 --> 00:13:54,380 behind the scenes, what's happening at this cable provider, if 216 00:13:54,380 --> 00:13:59,060 we go down to the employee journey, is that Aarde 217 00:13:59,080 --> 00:14:03,140 is one of many contact center resources that are now 218 00:14:03,420 --> 00:14:07,190 working from home in this global pandemic. And so the 219 00:14:07,190 --> 00:14:11,630 cable provider has already captured a ton of information about 220 00:14:11,630 --> 00:14:17,360 already his skillsets, his profile information, a lot of his 221 00:14:17,360 --> 00:14:22,630 performance and talking and handling key issues. And we're using 222 00:14:22,630 --> 00:14:26,570 AI powered forecasting scheduling to make sure Aarde's staffed at 223 00:14:26,570 --> 00:14:29,760 the right moment to handle these interactions that we're expecting 224 00:14:29,760 --> 00:14:33,770 to begin with. So all of that information feeds into 225 00:14:33,770 --> 00:14:37,300 this middle journey of, to do predictive routing because what 226 00:14:37,900 --> 00:14:40,460 the performance DNA also told us it's not only is 227 00:14:40,460 --> 00:14:44,570 Aarde available to take this call or this chat interaction 228 00:14:44,570 --> 00:14:47,390 that we have going on here, but he also actually 229 00:14:47,390 --> 00:14:49,900 lives in the area where you're moving to and might 230 00:14:49,900 --> 00:14:52,420 have some insights that would be helpful as you make the 231 00:14:52,420 --> 00:14:56,500 transition. And so he gets the chat interaction. And if 232 00:14:56,500 --> 00:14:59,020 we go to the second bullet, he also then gets 233 00:14:59,020 --> 00:15:03,130 all of the context about you in using agent assistance. 234 00:15:03,130 --> 00:15:06,340 So he can see everything you were doing on the 235 00:15:06,340 --> 00:15:09,620 website. He can see your past loyalty to the cable 236 00:15:09,620 --> 00:15:13,100 company and really interact with you and make you feel 237 00:15:13,100 --> 00:15:17,100 known, heard, and understood during this stressful time. You get 238 00:15:17,100 --> 00:15:21,490 all your answers, questions, you get the service scheduled to 239 00:15:21,490 --> 00:15:24,440 be set up in the moment that you need it, you 240 00:15:24,440 --> 00:15:26,830 end the interaction, and then behind the scenes we can 241 00:15:26,830 --> 00:15:30,820 take all that great performance info and your customer feedback 242 00:15:31,140 --> 00:15:35,010 to feed that into ongoing process improvement. So you can 243 00:15:35,010 --> 00:15:38,460 see here in this example, it brings together the power 244 00:15:38,460 --> 00:15:42,570 of data about you, Claire, as the customer, Aarde as 245 00:15:42,570 --> 00:15:46,640 the employee, connects them together in the customer and employee 246 00:15:46,640 --> 00:15:49,690 journey beyond just what you might think of with a 247 00:15:49,700 --> 00:15:56,040 Chatbot or a Voicebot itself to really foster engagement, personalize 248 00:15:56,040 --> 00:16:01,150 that experience and build trust and loyalty. I'd like to just 249 00:16:01,150 --> 00:16:05,670 pick up on the point about empathy and in the 250 00:16:05,670 --> 00:16:10,430 survey we asked respondents to what extent do they agree 251 00:16:10,430 --> 00:16:14,640 with the following statements. Is AI driven by a need 252 00:16:14,640 --> 00:16:20,060 to improve customer experience efficiency? Is AI driven by a 253 00:16:20,060 --> 00:16:25,800 need to improve customer intimacy? Intimacy being defined as personalization, 254 00:16:26,000 --> 00:16:31,530 customization, a personalized journey. And then we pass the results into all 255 00:16:31,530 --> 00:16:36,020 companies, large companies and the companies that also have the 256 00:16:36,020 --> 00:16:39,440 highest level of customer satisfaction. And what we found is 257 00:16:39,440 --> 00:16:43,130 that across the board, companies are focusing on efficiency, but 258 00:16:43,130 --> 00:16:47,330 really the customer experience leaders, the one with the best 259 00:16:50,070 --> 00:16:54,920 customer satisfaction scores are focusing the most strongly on empathy, 260 00:16:54,920 --> 00:17:00,550 on intimacy and building that personalized journey. So at this point 261 00:17:00,870 --> 00:17:04,970 I will just throw out a question to the audience, 262 00:17:05,260 --> 00:17:10,360 a poll question. And that is, how would you categorize 263 00:17:10,360 --> 00:17:16,960 your company's use of AI to support customer experience personalization 264 00:17:16,960 --> 00:17:21,220 today? And then you can choose from the following options 265 00:17:21,450 --> 00:17:26,240 using now it's core to our strategy, seeing successes from 266 00:17:26,240 --> 00:17:31,980 early use cases, still seeking the benefits from early use 267 00:17:31,980 --> 00:17:37,170 cases, in the planning and discovery phases, or considering for 268 00:17:37,170 --> 00:17:39,020 the future. And I'll just give you a couple of 269 00:17:39,020 --> 00:17:41,890 seconds to answer that question. So Aarde, I think you've 270 00:17:41,890 --> 00:17:43,950 got your audio back. It'd be great for you tell 271 00:17:45,420 --> 00:17:53,760 us how would you answer that question? Okay. You're on 272 00:17:53,760 --> 00:17:58,610 mute again. Oh, no. Claire or Janelle can you just hear now. Now, you're 273 00:17:58,610 --> 00:18:05,530 here. Yeah. Yes. You're back. Right. Perfect. Sorry about that. Yeah, you 274 00:18:05,530 --> 00:18:07,220 guys will hear a little bit more about this in 275 00:18:07,220 --> 00:18:11,500 the future slides, but we're using it now and it's 276 00:18:11,500 --> 00:18:14,480 a part of our core strategy. I would say there's 277 00:18:14,480 --> 00:18:19,180 definitely some room for improvement. It's an evolving product. It's never 278 00:18:19,680 --> 00:18:25,680 really complete. It's always something that we could always strive to do better with. Okay. 279 00:18:25,910 --> 00:18:29,320 I noticed the way that you didn't reveal the exact answer, 280 00:18:29,320 --> 00:18:32,620 not to influence results. So we will go now and 281 00:18:32,620 --> 00:18:39,310 take a look at what the results are. Okay. All 282 00:18:39,310 --> 00:18:42,790 right. So how would you categorize your company's use of 283 00:18:42,790 --> 00:18:47,810 AI to support customer experience? Only less than 4% say 284 00:18:47,810 --> 00:18:52,870 using now as core to our strategy, just over 25% 285 00:18:53,300 --> 00:18:57,930 are saying, seeing successes from early use cases and the largest 286 00:18:57,930 --> 00:19:01,900 majority in the planning and discovery phases. Okay. That's very interesting. 287 00:19:02,190 --> 00:19:05,410 So hopefully this webinar will be just at the right time, as 288 00:19:05,410 --> 00:19:07,310 you're looking at some of the technologies that you can 289 00:19:07,310 --> 00:19:11,860 roll out in your customer experience. So very interesting to see 290 00:19:11,860 --> 00:19:15,820 that. Okay, so now I'll share a few more findings 291 00:19:15,820 --> 00:19:21,470 from the global survey. Across industries, we looked at specifically what 292 00:19:21,470 --> 00:19:24,650 the leading use cases are and broke it down in 293 00:19:25,010 --> 00:19:28,170 IT and telecoms, consumer goods and retail. So looking at 294 00:19:28,170 --> 00:19:32,270 the IT and telecommunications industry, the number one use case 295 00:19:32,510 --> 00:19:35,240 is cyber security. And I think if you think about 296 00:19:35,240 --> 00:19:37,830 the amount of customer data that they have, that really 297 00:19:37,830 --> 00:19:41,670 makes sense that they prioritize cyber security in that way, 298 00:19:41,670 --> 00:19:44,510 followed by customer care. Everyone has got a mobile phone 299 00:19:44,510 --> 00:19:48,240 account and they have a very high transaction volume in 300 00:19:48,240 --> 00:19:53,100 the telecommunications industry. So that would make sense. The next industry 301 00:19:53,490 --> 00:19:57,320 is consumer goods and retail. And the leading use case 302 00:19:57,700 --> 00:20:01,820 in that industry is customer care and support followed by 303 00:20:01,820 --> 00:20:06,350 quality control and inventory management. So I guess, Aarde this 304 00:20:06,350 --> 00:20:07,970 is a good place for me to throw it back 305 00:20:07,970 --> 00:20:11,090 to you. You're in the retail space. We'd love to 306 00:20:11,090 --> 00:20:14,580 hear about some of the use cases that you are using with 307 00:20:14,580 --> 00:20:21,180 AI. Yeah. This is a great slide. Specifically on the right hand 308 00:20:21,180 --> 00:20:23,850 side where we're talking of consumer goods and E- commerce 309 00:20:23,850 --> 00:20:26,430 retail, I would say we lean a little bit more 310 00:20:26,430 --> 00:20:28,560 heavily on the customer care. So if I were to 311 00:20:28,560 --> 00:20:33,340 break it down from 100%, we probably are investing a 312 00:20:33,340 --> 00:20:36,300 lot of time and energy in AI around customer care, 313 00:20:36,300 --> 00:20:40,010 probably in the like 60 or 70% range, but we do 314 00:20:40,010 --> 00:20:43,520 use it for inventory management, quality control with regards to 315 00:20:43,520 --> 00:20:49,890 our products and also some personalization. Going back Janelle said 316 00:20:49,890 --> 00:20:54,100 earlier about creating that customer journey and empathy. We do use 317 00:20:54,100 --> 00:20:57,530 some AI to help with that, but it's not a 318 00:20:57,580 --> 00:21:00,810 core piece of our technology infrastructure. I would say we 319 00:21:00,820 --> 00:21:08,620 lean very heavily on conversational customer care. Fantastic. Okay. So 320 00:21:08,620 --> 00:21:10,650 if we look at a couple of other industries now, 321 00:21:10,650 --> 00:21:14,960 here we have financial services focusing very heavily on fraud 322 00:21:14,960 --> 00:21:20,060 detection, and we've seen some surveys in insurance, which shows 323 00:21:20,060 --> 00:21:23,910 that about three to 4% of all claims are fraudulent. 324 00:21:23,910 --> 00:21:29,280 So fraud detection is a very important use case for AI 325 00:21:29,660 --> 00:21:34,340 followed by financial processes and analysis and cyber security. If 326 00:21:34,340 --> 00:21:37,170 we look at pharma and healthcare, the leading use case 327 00:21:37,370 --> 00:21:41,870 is quality control, very high at 60% followed by customer 328 00:21:41,870 --> 00:21:46,280 care and then monitoring and diagnostics. Janelle, you were saying 329 00:21:46,280 --> 00:21:50,090 that you might have an example from the pharma industry and 330 00:21:50,090 --> 00:21:52,680 healthcare industry that brings a couple of those use cases 331 00:21:52,680 --> 00:21:57,780 together. Yeah. And I would say it's definitely been prominent, not 332 00:21:57,780 --> 00:22:01,410 only in pharma and healthcare, but also in government. Recent 333 00:22:01,410 --> 00:22:06,240 example with the pandemic with COVID-19 we saw the use 334 00:22:06,860 --> 00:22:11,800 of bots or virtual assistants become very important and urgently 335 00:22:11,800 --> 00:22:17,700 needed especially in being able to handle influxes of inbound 336 00:22:17,700 --> 00:22:21,260 phone calls to hospitals as you can imagine, as well 337 00:22:21,260 --> 00:22:24,720 as even to key government agencies during this time, like 338 00:22:24,950 --> 00:22:29,300 unfortunately, unemployment offices, right? So what we did to help 339 00:22:29,640 --> 00:22:34,240 companies handle that load and that volume is we partnered 340 00:22:34,240 --> 00:22:38,680 with Google to provide a joint solution that quite a 341 00:22:38,680 --> 00:22:42,210 few healthcare and government agencies across the globe took advantage 342 00:22:42,210 --> 00:22:46,420 of to easily address that onslaught of calls and chat 343 00:22:46,420 --> 00:22:50,960 interactions that were asking maybe some just basic questions on 344 00:22:51,560 --> 00:22:57,050 status related to their unemployment check or questions related to the 345 00:22:57,060 --> 00:23:02,480 COVID- 19. And so one specific example, we had a 346 00:23:02,480 --> 00:23:06,520 government agency that was supporting unemployment and they were up 347 00:23:06,520 --> 00:23:09,290 and running with just in two weeks or less with 348 00:23:09,290 --> 00:23:13,780 this. We had a healthcare example the same way where they 349 00:23:13,780 --> 00:23:17,860 were supporting millions of calls per day, that they weren't 350 00:23:17,860 --> 00:23:22,990 expecting. And with a bot that would have otherwise resulted 351 00:23:22,990 --> 00:23:27,340 in hours upon hours of QA time and abandoned calls and 352 00:23:27,870 --> 00:23:31,210 very stressed and frustrated people on the other end. So 353 00:23:31,490 --> 00:23:34,950 that's just one example that's become very prominent, especially during 354 00:23:34,950 --> 00:23:39,050 this time to leverage automation, because sometimes going back to 355 00:23:39,050 --> 00:23:42,730 empathy, the most empathetic thing you can do is provide 356 00:23:42,730 --> 00:23:46,460 a very efficient experience. And so bot certainly met the 357 00:23:46,460 --> 00:23:51,760 need there. Yeah. And let's take a look now at the 358 00:23:51,760 --> 00:23:57,880 benefits that companies are achieving through their AI investments. The leading 359 00:23:57,880 --> 00:24:01,390 benefits that we saw across the board are around operational 360 00:24:01,390 --> 00:24:06,750 efficiency, cost savings, and improved management decision making. So having 361 00:24:06,750 --> 00:24:09,780 a lot of data, being able to understand and make better 362 00:24:09,780 --> 00:24:13,970 decisions across the business. What we found quite interesting on 363 00:24:13,970 --> 00:24:17,670 this chart is that just about a quarter of businesses 364 00:24:18,380 --> 00:24:21,800 are using AI or seeing a benefit from AI that 365 00:24:21,800 --> 00:24:24,950 is improved revenue. And I can think of a couple 366 00:24:25,070 --> 00:24:29,430 of reasons for that. So firstly that many of the 367 00:24:29,430 --> 00:24:35,020 technologies around improving operational efficiency might be more mature. And 368 00:24:35,020 --> 00:24:37,500 that potentially, there's also a lot of low hanging fruit in 369 00:24:37,500 --> 00:24:41,170 that area. I'd like to get your perspective Janelle. Do 370 00:24:41,170 --> 00:24:44,830 you think it's more challenging to use AI to increase 371 00:24:44,830 --> 00:24:48,640 revenue or are there just more use cases around improving 372 00:24:48,640 --> 00:24:55,760 operational efficiency? I don't think it's necessarily more challenging, for 373 00:24:55,760 --> 00:25:00,220 example, in the example I shared earlier where you were 374 00:25:00,220 --> 00:25:05,900 looking to transfer your service with the cable provider. Using 375 00:25:05,900 --> 00:25:09,050 AI to drive revenue and I'll give some more examples 376 00:25:09,050 --> 00:25:13,610 of this later to do conversions as people are shopping 377 00:25:13,610 --> 00:25:18,170 online. We've seen companies get that up and running and 378 00:25:18,170 --> 00:25:22,820 implemented and achieving benefits in less than a month, sometimes 379 00:25:22,820 --> 00:25:26,550 even within a week. So I think that oftentimes there 380 00:25:26,550 --> 00:25:32,430 can be a perception that incorporating AI into your environment 381 00:25:32,430 --> 00:25:36,330 is super difficult, which it can be. I won't say 382 00:25:36,330 --> 00:25:39,540 that it can never be, but if you target specific 383 00:25:39,540 --> 00:25:44,730 use cases that are tied to a very specific business 384 00:25:44,730 --> 00:25:49,730 outcome around improving web conversions as one example, it doesn't 385 00:25:49,730 --> 00:25:51,730 have to be hard and it doesn't have to be 386 00:25:51,730 --> 00:25:55,620 challenging. And I think that over time we will see 387 00:25:55,840 --> 00:25:58,810 more and more use cases in this area. I know 388 00:25:58,810 --> 00:26:03,010 just speaking for Genesys in our MarTech stack, it's full 389 00:26:03,010 --> 00:26:05,740 of AI applications. So I think that there's a lot 390 00:26:05,740 --> 00:26:08,950 more to come and I would predict that 26% is 391 00:26:08,950 --> 00:26:14,050 going to grow. Great. Okay. So at this point, let me 392 00:26:14,050 --> 00:26:17,560 hand over to you Aarde. We know that Textile is an 393 00:26:17,560 --> 00:26:20,440 online retailer, but we'd love to hear more about your 394 00:26:20,440 --> 00:26:26,650 business and about your AI journey. Yeah, absolutely. And before 395 00:26:26,650 --> 00:26:28,580 we go onto the next slide, what I want to 396 00:26:28,580 --> 00:26:30,990 talk a little bit about is some content on the 397 00:26:30,990 --> 00:26:33,410 slide because it is relevant to our customer journey and 398 00:26:33,890 --> 00:26:36,730 how we developed AI to help support that customer journey. 399 00:26:37,110 --> 00:26:39,170 The low hanging fruit that we tackled for us was 400 00:26:39,170 --> 00:26:43,360 of course the operational efficiency and cost savings, reducing of 401 00:26:43,360 --> 00:26:49,190 handle time for our agents, reducing of transactional type conversations 402 00:26:49,190 --> 00:26:54,030 via chat or email or phone or social. So we 403 00:26:54,030 --> 00:26:57,580 did see some initial, low hanging fruit routines around operate 404 00:26:57,580 --> 00:27:02,220 efficiently. And of course some gains in the customer experience 405 00:27:02,220 --> 00:27:04,850 based on and I'm going to give you an example of that in the next 406 00:27:04,850 --> 00:27:08,120 couple of slides. But one of the things that is 407 00:27:08,900 --> 00:27:13,170 rarely looked at or often overlooked is since we are 408 00:27:13,170 --> 00:27:17,310 a membership model and E- commerce retailer membership model, we 409 00:27:17,310 --> 00:27:21,940 did increase our revenue. And the way that we did 410 00:27:21,940 --> 00:27:26,910 this using AI with using machine learning tool to give 411 00:27:26,910 --> 00:27:30,220 us a lifetime value of the customer as they're going 412 00:27:30,220 --> 00:27:34,730 through certain processes, of course the obvious processes are contacting 413 00:27:34,730 --> 00:27:39,610 our customer care team. But also as they're navigating through 414 00:27:39,610 --> 00:27:42,710 the E- commerce website, we know exactly what their lifetime 415 00:27:42,710 --> 00:27:46,420 value is, and that changes over time using AI and 416 00:27:46,420 --> 00:27:52,840 machine learning. So back to your guys' points, increasing revenue 417 00:27:52,840 --> 00:27:56,580 is an opportunity, it's just a little bit harder to 418 00:27:56,580 --> 00:27:58,900 really get to that. It's a lot easier to do 419 00:27:58,900 --> 00:28:03,040 the low hanging fruit, which is cost efficiencies. So talking 420 00:28:03,040 --> 00:28:06,110 a little bit more about what we did at Textile 421 00:28:06,110 --> 00:28:09,700 Fashion Group this is just a zoom and so we're 422 00:28:09,700 --> 00:28:14,050 going to talk specifically around our conversational AI and how we 423 00:28:14,050 --> 00:28:18,990 use Genesys to deliver this AI to not only our 424 00:28:18,990 --> 00:28:23,610 agents but to our customers. Zooming into our specific project, 425 00:28:24,150 --> 00:28:27,270 the things we're looking for we're a cloud- based product. 426 00:28:27,270 --> 00:28:29,440 So making sure that we had an ecosystem where we 427 00:28:29,440 --> 00:28:33,950 can deliver this service irregardless of location or irregardless of 428 00:28:33,950 --> 00:28:37,760 server stacks. So making sure that it was truly cloud- based 429 00:28:37,760 --> 00:28:40,930 and global, making sure that we focused on our digital 430 00:28:40,930 --> 00:28:43,870 channels with our bots, but also our voice channels as 431 00:28:43,870 --> 00:28:48,800 well too. So traditional channels alongside with our chat and 432 00:28:48,800 --> 00:28:53,330 social channels introducing bots and what we call as botlets, 433 00:28:53,520 --> 00:28:58,410 so many bots within bots to doing multiple tasks at 434 00:28:58,410 --> 00:29:01,530 once. And then of course, self service and automation was 435 00:29:01,530 --> 00:29:06,360 the key goal and the key challenge for this project. 436 00:29:06,730 --> 00:29:08,900 So a little bit of the results before I get 437 00:29:08,900 --> 00:29:13,370 into kind of some quantitative return on investment results, we 438 00:29:13,370 --> 00:29:19,080 developed and deployed Genesys within less than 90 days of 439 00:29:19,430 --> 00:29:23,900 contract signature. The actual build itself took less than 30 440 00:29:23,900 --> 00:29:28,330 days, but 90 days from the start of project planning 441 00:29:28,700 --> 00:29:32,170 to the actual go live. What we found is by 442 00:29:32,170 --> 00:29:34,530 migrating to the cloud, by migrating to a tool like 443 00:29:34,530 --> 00:29:38,220 Genesys, it's easier for our resources, so that we can handle 444 00:29:38,430 --> 00:29:44,500 large increases in volume, large spikes. Obviously, with COVID hitting 445 00:29:45,000 --> 00:29:49,530 we had a huge increase in our online retail or 446 00:29:49,850 --> 00:29:53,090 through Fabletics, which is one of our brands because it 447 00:29:53,090 --> 00:29:55,570 is athletes or at home wear. So everyone wanted to 448 00:29:55,570 --> 00:29:58,910 buy that at home wear as they're working at home 449 00:29:58,910 --> 00:30:01,500 versus having to go into the office and dressing up. 450 00:30:02,770 --> 00:30:06,050 We also found that we had increased efficiency in managing 451 00:30:06,050 --> 00:30:09,110 our interactions. And I'll go into that in a little bit 452 00:30:09,110 --> 00:30:11,240 in the next couple of slides. And then we wanted 453 00:30:11,240 --> 00:30:13,940 to make sure that there was an integration into not 454 00:30:13,940 --> 00:30:17,440 only our current ecosystem and tool sets, but we also 455 00:30:17,440 --> 00:30:20,730 have the ability to integrate into new areas that we 456 00:30:20,730 --> 00:30:24,350 haven't done quite yet, social would be a great example 457 00:30:24,350 --> 00:30:28,580 of that. So background of who Textile Fashion Group is. 458 00:30:28,580 --> 00:30:30,790 So we have a little bit of context. I said this 459 00:30:30,790 --> 00:30:34,160 a couple of times before we're conglomerate E- commerce website 460 00:30:34,470 --> 00:30:37,310 that sells fashion. We call it Fast Fashion because all 461 00:30:37,310 --> 00:30:39,960 of the products on our websites change every single month. 462 00:30:39,960 --> 00:30:41,610 So you're not going to see a product that will 463 00:30:41,610 --> 00:30:46,290 exist on our websites for longer than a certain period. 464 00:30:46,290 --> 00:30:49,570 Usually it's one month turnaround. We have five different brands. 465 00:30:50,120 --> 00:30:52,570 The big ones that you would probably know about or have heard 466 00:30:52,570 --> 00:30:56,310 are Fabletics. We just launched Fabletics men with Kevin Hart. 467 00:30:57,190 --> 00:31:02,080 Fabletics is a huge product of ours with Kate Hudson. 468 00:31:03,130 --> 00:31:06,890 We launched Savage X Fenty with Rihanna, which is disrupting 469 00:31:06,890 --> 00:31:10,360 the lingerie market. And then some of our brands are 470 00:31:10,390 --> 00:31:13,710 JustFab and ShoeDazzle and of course, FabKids for our lovable 471 00:31:13,710 --> 00:31:17,950 kids as well. And we partner with celebrities across all 472 00:31:17,950 --> 00:31:23,170 different platforms uniquely using their marketing skills across social media, 473 00:31:23,490 --> 00:31:26,850 and then we are a monthly membership. So our customers 474 00:31:26,850 --> 00:31:31,200 do contact us on a pretty regular basis. We've had 475 00:31:31,200 --> 00:31:34,570 at least two touch points with every single member every 476 00:31:34,570 --> 00:31:38,450 single month, which is a pretty high contact rate. So 477 00:31:38,450 --> 00:31:41,580 to put some more specific numbers to that five million 478 00:31:41,580 --> 00:31:47,550 members globally, 12 different countries across seven different languages. We 479 00:31:47,550 --> 00:31:50,820 get about six million phone calls per year, three million 480 00:31:50,820 --> 00:31:54,210 chats per year. And on average, our conversations last about 481 00:31:54,210 --> 00:32:01,470 nine minutes. What we did when we released our Chatbot for 482 00:32:01,470 --> 00:32:03,900 the first time for the first year, this was the 483 00:32:03,900 --> 00:32:09,430 results of our Chatbot. Obviously, the operational savings here we 484 00:32:09,430 --> 00:32:13,180 saved $ 1. 1 million in the first year and how 485 00:32:13,180 --> 00:32:17,480 we achieved that was by going from 0% containment to 486 00:32:17,530 --> 00:32:23,510 18.5% self service containment. So that means that members and customers 487 00:32:23,510 --> 00:32:26,850 were able to get what they're looking for 18.5% of 488 00:32:26,850 --> 00:32:29,900 the time without having to go to a live agent. 489 00:32:30,340 --> 00:32:33,360 And then for the people who did have to go 490 00:32:33,360 --> 00:32:35,900 to a live agent reduced the handle time by 45 491 00:32:35,900 --> 00:32:38,840 seconds. And the ways we did that of course were 492 00:32:38,840 --> 00:32:43,130 by screen pops, creating of cases and tickets automatically also 493 00:32:43,130 --> 00:32:47,420 auto dispositioning those cases, because we already knew we captured the 494 00:32:47,420 --> 00:32:52,430 intent of the initial questions and then also providing the 495 00:32:52,430 --> 00:32:55,760 full transcript of the bot to the agent before they 496 00:32:55,760 --> 00:32:58,080 answered the call. So they know exactly what they need 497 00:32:58,080 --> 00:33:01,280 to jump into without having to ask those kind of 498 00:33:01,700 --> 00:33:04,420 easy questions like who am I speaking with and what 499 00:33:04,420 --> 00:33:07,810 can I help you with today? And then of course, without 500 00:33:07,810 --> 00:33:11,030 sacrificing any customer experience, we wanted to make sure that 501 00:33:11,030 --> 00:33:15,780 we had a high level of satisfaction and we scored 502 00:33:15,780 --> 00:33:20,900 a 92% member satisfaction score. And that's specifically to the 503 00:33:20,900 --> 00:33:25,980 self contained bots which ironically is slightly higher than what 504 00:33:25,980 --> 00:33:30,470 our member satisfaction scores for live agents. So our bot 505 00:33:30,470 --> 00:33:36,060 actually outperformed from our member satisfaction standpoint across all of 506 00:33:36,060 --> 00:33:39,780 our member base. So to drill a little bit further 507 00:33:39,780 --> 00:33:45,020 into what our customers were saying about AI and automation 508 00:33:45,020 --> 00:33:50,170 and conversational AI as they're interacting with our bots. So this is 509 00:33:50,170 --> 00:33:54,420 just a quick snippet of what our members were saying 510 00:33:54,420 --> 00:33:57,740 in response through the feedback loop. I won't read all 511 00:33:57,740 --> 00:34:00,500 of these. I know that this content will be recorded 512 00:34:00,500 --> 00:34:02,470 and you could always come back and review them on 513 00:34:02,470 --> 00:34:05,280 your own. But I love the middle one here that 514 00:34:05,280 --> 00:34:09,740 says, " I just talked to an automated customer service line 515 00:34:10,110 --> 00:34:13,940 that understood full sentences, work better and faster than actual 516 00:34:13,940 --> 00:34:18,820 people." Of course, actual people are very, very productive. I 517 00:34:18,820 --> 00:34:21,430 don't want to downplay that at all, but what I 518 00:34:21,430 --> 00:34:24,730 want to show here is that you can design these 519 00:34:24,730 --> 00:34:30,700 customer experience journeys to Janelle's point to really not sacrifice 520 00:34:30,700 --> 00:34:34,820 customer experience and really create that level of empathy as 521 00:34:34,820 --> 00:34:39,620 they're going through this journey or this process. So I'd like 522 00:34:39,620 --> 00:34:41,860 to pause here and pass it back to Claire. I 523 00:34:41,860 --> 00:34:45,490 know there's another poll question coming up, so I'll pass 524 00:34:45,490 --> 00:34:51,620 it over to you. Thanks for that Aarde and just 525 00:34:51,620 --> 00:34:54,550 building on what Aarde was sharing about all of the benefits 526 00:34:54,550 --> 00:34:57,350 that they've achieved at Textile, we'd like to ask you 527 00:34:57,350 --> 00:35:01,980 the question now, what AI benefit is most of interest 528 00:35:01,980 --> 00:35:07,360 to you today? Improved operational efficiency and cost savings, improved 529 00:35:07,360 --> 00:35:13,890 management decision- making, improved customer experience, faster time to market, 530 00:35:14,250 --> 00:35:20,160 better risk management, increased revenue or improved compliance? So you have 531 00:35:20,160 --> 00:35:22,300 a few options and I'll give you a few seconds 532 00:35:22,300 --> 00:35:27,170 to answer that question. Janelle based on the conversations that you're having 533 00:35:27,610 --> 00:35:30,900 with customers, what would you anticipate would be the response? 534 00:35:32,130 --> 00:35:38,280 Well, I'm super interested to see it because really the 535 00:35:38,280 --> 00:35:41,210 ones that stand out to me in my conversations with 536 00:35:41,210 --> 00:35:45,330 customers are the first one, which was cost savings, which 537 00:35:45,330 --> 00:35:47,540 was at the top of the list from the survey 538 00:35:47,540 --> 00:35:52,090 responses. At the same time, Aarde just mentioned how they're 539 00:35:52,090 --> 00:35:56,630 using it to improve customer experience and drive revenue as 540 00:35:56,630 --> 00:35:59,590 well. And when you live in a state of the 541 00:35:59,590 --> 00:36:02,740 world where many businesses are just looking for new ways 542 00:36:02,740 --> 00:36:07,100 to continue to service and sell, I'm wondering what the 543 00:36:07,100 --> 00:36:10,180 feedback will be. So maybe we can go to the 544 00:36:10,180 --> 00:36:17,750 results and see where we are. take a look. Okay. So what 545 00:36:17,750 --> 00:36:21,440 AI benefit is most of interest to you today? So 546 00:36:21,480 --> 00:36:26,450 45%, almost half say improved operational efficiency and cost savings 547 00:36:27,900 --> 00:36:35,530 followed by customer experience and increased revenue is just 4.2%. 548 00:36:35,930 --> 00:36:39,500 That's very interesting. And I wonder if that relates back 549 00:36:39,500 --> 00:36:44,420 to where the audience is in the AI journey, if 550 00:36:45,450 --> 00:36:48,130 a lot of the audience is in the early testing 551 00:36:48,130 --> 00:36:54,120 stages, looking at rolling AI out in the customer journey, perhaps 552 00:36:54,120 --> 00:36:56,530 there's still a lot of low hanging fruit on the 553 00:36:56,530 --> 00:37:02,230 operational efficiency side. Janelle, do you have a reaction? I think 554 00:37:02,230 --> 00:37:05,890 you might be right. I think also as Aarde alluded 555 00:37:05,890 --> 00:37:08,660 to just in the benefits that they've seen so far 556 00:37:09,020 --> 00:37:12,610 at Textile, it doesn't have to be one or the 557 00:37:12,620 --> 00:37:18,070 other necessarily either, right? Where you can go for some 558 00:37:18,070 --> 00:37:21,040 low hanging fruit around efficiency gains, but at the same 559 00:37:21,040 --> 00:37:25,760 time that that bot that gained efficiency is also improved customer 560 00:37:25,760 --> 00:37:29,860 experience and drove loyalty, which drives more revenue. So I 561 00:37:29,860 --> 00:37:33,480 think that even though the audience had one option I 562 00:37:33,480 --> 00:37:36,310 bet that what they'll find in their planning and discovery 563 00:37:36,310 --> 00:37:39,430 is that several of these benefits will come into play. 564 00:37:41,230 --> 00:37:46,430 Yeah. And maybe what I can do too, is going 565 00:37:46,430 --> 00:37:50,730 back to what I shared with the various AI applications 566 00:37:51,150 --> 00:37:55,470 that are fueled to provide experience as a service to 567 00:37:55,470 --> 00:37:59,980 really personalize those experience, share some more benefits too on 568 00:38:00,250 --> 00:38:04,150 what companies are seeing out there. So I won't hit 569 00:38:04,150 --> 00:38:07,330 on every one of these as we looked at the 570 00:38:07,620 --> 00:38:11,590 eight different AI powered applications that support the customer journey 571 00:38:11,590 --> 00:38:14,620 and employee journey. I'll just cover a couple of these 572 00:38:15,600 --> 00:38:19,990 related to Voicebots, as well as Chatbots, which I'll showcase 573 00:38:19,990 --> 00:38:23,850 later. Aarde alluded to some benefits here. We see as 574 00:38:23,850 --> 00:38:29,610 well that oftentimes companies are seeing 50% or more containment 575 00:38:29,610 --> 00:38:33,790 rates but we know too that it isn't just about containing 576 00:38:33,790 --> 00:38:37,190 and self- service, it really capturing the context of the customer 577 00:38:37,400 --> 00:38:39,610 and getting them to that next step of the journey 578 00:38:39,610 --> 00:38:41,930 and that bots can do that really well. And in 579 00:38:42,150 --> 00:38:46,220 Textile's case, feedback showed you even more so in some 580 00:38:46,220 --> 00:38:52,420 instances than real people. So certainly tons of benefits there 581 00:38:52,900 --> 00:38:57,050 but even ahead of that and with predictive engagement Claire, 582 00:38:57,050 --> 00:39:01,010 you alluded to financial services being in the leading position 583 00:39:01,010 --> 00:39:05,570 around looking to incorporate AI over the next three years 584 00:39:05,570 --> 00:39:08,530 if they haven't already. And this is certainly where we're 585 00:39:08,530 --> 00:39:12,550 seeing predictive engagement come into play too. So these example 586 00:39:12,550 --> 00:39:17,790 benefits come from a financial services institution over in Europe, 587 00:39:17,790 --> 00:39:22,940 where they implemented that engagement feature, where someone is searching 588 00:39:22,940 --> 00:39:28,230 for mortgages and at that right moment they would monitor that 589 00:39:28,230 --> 00:39:32,500 behavior and pop up an invitation to chat or to 590 00:39:32,500 --> 00:39:35,960 offer a callback or a special offer to really drive 591 00:39:36,170 --> 00:39:38,440 more sales at the end of the day. And they 592 00:39:38,440 --> 00:39:43,080 saw gigantic benefits, not only in increasing revenue with Forex 593 00:39:43,080 --> 00:39:47,130 conversion rates but also cost savings and lower cost per 594 00:39:47,130 --> 00:39:52,650 lead and improved experience double digits in NPS improvement from 595 00:39:52,650 --> 00:39:55,850 that application. If I go to some of the others 596 00:39:56,200 --> 00:40:00,870 predictive routing, that's that application that takes into account all 597 00:40:00,870 --> 00:40:03,960 of that context around the customer as well as that 598 00:40:03,960 --> 00:40:07,960 employee to get to that really especial match between the 599 00:40:07,960 --> 00:40:11,790 two as somebody wants to talk to or interact with 600 00:40:12,080 --> 00:40:16,730 a live person. We're seeing this very popular in large 601 00:40:16,730 --> 00:40:22,270 telecommunications companies as one industry example where maybe they have 602 00:40:22,270 --> 00:40:27,270 thousands of contact center resources already, maybe they're already doing really 603 00:40:27,270 --> 00:40:31,160 sophisticated skills- based routing, but they want to take it 604 00:40:31,160 --> 00:40:34,160 to the next level. And so predictive routing for them 605 00:40:34,460 --> 00:40:36,900 gave them some of the benefits that you see here. 606 00:40:37,490 --> 00:40:41,240 They started in some customer service based use cases and 607 00:40:41,240 --> 00:40:46,400 improving handle times or first contact resolutions quickly saw the 608 00:40:46,400 --> 00:40:50,220 benefits and then next we're targeting those increased revenue benefits 609 00:40:50,220 --> 00:40:55,510 for their sales organization. Moving on, looking at interaction analytics, 610 00:40:55,850 --> 00:40:59,990 of course, being able to get those better insights into 611 00:40:59,990 --> 00:41:03,710 the employee's performance. And the intent of the customers help 612 00:41:03,710 --> 00:41:06,300 in a variety of different ways when it comes to 613 00:41:06,380 --> 00:41:10,910 coaching and quality. In addition, we're seeing a rise in 614 00:41:10,910 --> 00:41:15,670 interest around agent assist, especially in these times where employees 615 00:41:15,670 --> 00:41:20,020 are distributed and virtual and need those extra prompts for 616 00:41:20,020 --> 00:41:23,170 engagement and support, being able to have that context right 617 00:41:23,170 --> 00:41:26,500 in front of them in that consolidated desktop to really 618 00:41:26,500 --> 00:41:31,820 guide them through the conversation is increasingly important. And then 619 00:41:32,090 --> 00:41:37,530 related to employee engagement too, we're proud to have offered 620 00:41:37,530 --> 00:41:41,620 the first AI based workforce management in the market where 621 00:41:42,120 --> 00:41:46,460 for forecasting and scheduling, we could not only accelerate the 622 00:41:46,460 --> 00:41:50,680 speed of running the schedules, but also the accuracy, which 623 00:41:50,680 --> 00:41:54,150 is evermore important because many employees aren't in a contact 624 00:41:54,150 --> 00:41:56,260 center that you can monitor and just walk up to 625 00:41:56,260 --> 00:41:59,010 their desk anymore. They're all virtual. So being able to 626 00:41:59,010 --> 00:42:03,670 have those tools at hand and make changes with faster agility 627 00:42:03,900 --> 00:42:07,350 becomes increasingly important. So those are just a couple of 628 00:42:07,350 --> 00:42:10,910 examples to just drill in a little bit more around 629 00:42:10,910 --> 00:42:15,080 the business benefits and business outcomes, because as you're doing 630 00:42:15,370 --> 00:42:19,200 your planning and you're discovering, it's not about just implementing 631 00:42:19,200 --> 00:42:21,970 AI for the sake of implementing AI, right? It's about 632 00:42:21,970 --> 00:42:26,290 really driving towards what business benefits and business outcomes that 633 00:42:26,290 --> 00:42:29,710 you're targeting. So with that said, Claire I will turn 634 00:42:29,710 --> 00:42:33,430 it back over to you. Great. Thank you for that. 635 00:42:36,520 --> 00:42:39,830 So we touched on this earlier, and of course there's a 636 00:42:39,830 --> 00:42:43,640 lot of benefits to be achieved from rolling out AI, 637 00:42:43,910 --> 00:42:48,760 but the survey also polls the respondents on the challenges. 638 00:42:48,940 --> 00:42:51,860 What are the greatest challenges to your company's use of 639 00:42:51,860 --> 00:42:55,240 AI? And the leading challenge that came back was the 640 00:42:55,240 --> 00:43:00,550 business or process challenges of using AI insights, followed by 641 00:43:00,550 --> 00:43:05,710 data quality or availability, and then the shortage of AI 642 00:43:06,260 --> 00:43:09,000 talent in the business. So let me just give you 643 00:43:09,000 --> 00:43:13,090 an example that we actually highlighted in the report around the 644 00:43:13,090 --> 00:43:17,090 business process challenges. So we spoke to the head of 645 00:43:17,090 --> 00:43:21,050 AI at the Leading Global Airline, and they identified that 646 00:43:21,050 --> 00:43:25,680 a lot of costs could be saved by correctly forecasting 647 00:43:25,720 --> 00:43:32,060 what meal the passengers would select in premium class. So 648 00:43:32,060 --> 00:43:36,680 rather than having three choices available to every passenger, being 649 00:43:36,680 --> 00:43:39,510 able to predict in advance, I'm going to choose the 650 00:43:39,510 --> 00:43:41,920 fish and the person sitting next to me is going to 651 00:43:41,920 --> 00:43:44,490 choose the beef, would save a lot of money for 652 00:43:44,490 --> 00:43:47,890 the airline. And actually they became very, very good at 653 00:43:47,950 --> 00:43:52,620 predicting what people would choose. The challenge was changing the 654 00:43:52,620 --> 00:43:56,980 catering processes globally to be able to use that data 655 00:43:56,980 --> 00:44:00,240 in real time as the passenger list changes. So that 656 00:44:00,240 --> 00:44:05,160 was one example that came through the survey. Janelle, can 657 00:44:05,160 --> 00:44:06,790 I kind of pick on you to share some of 658 00:44:06,790 --> 00:44:12,470 the challenges that you've seen with your customers? Yeah. A couple comes 659 00:44:13,110 --> 00:44:15,650 to mind and certainly they can span all of the 660 00:44:15,870 --> 00:44:18,610 ones that are listed here, but I'll just highlight maybe three 661 00:44:18,610 --> 00:44:23,640 specifics and then share some advice as well as some 662 00:44:23,640 --> 00:44:26,620 proof points that can go with those three. So the 663 00:44:26,620 --> 00:44:30,600 first one is your point around data quality or availability 664 00:44:30,600 --> 00:44:34,030 where you had mentioned 48% of the respondents noted this 665 00:44:34,030 --> 00:44:37,460 as a challenge. Absolutely, we see that too. So my 666 00:44:37,460 --> 00:44:41,530 advice here is when you're looking to make a selection 667 00:44:41,610 --> 00:44:46,370 for your AI applications, keep a vendor in mind that 668 00:44:46,660 --> 00:44:51,930 provides openness and flexibility there, so that for your AI 669 00:44:51,930 --> 00:44:56,040 applications, you can seamlessly integrate to all of these underlying 670 00:44:56,040 --> 00:44:59,390 data sources that it needs to pull from CRM systems 671 00:45:00,590 --> 00:45:04,390 and any third party data, as well as the real time information, 672 00:45:04,670 --> 00:45:08,180 of course. And so being able to leverage an AI 673 00:45:08,230 --> 00:45:11,830 platform that is open, that doesn't just lock you into 674 00:45:11,830 --> 00:45:15,170 their own set of data, that might be still very 675 00:45:15,960 --> 00:45:19,820 siloed, but allows you to orchestrate and collect data from 676 00:45:19,820 --> 00:45:24,170 any source as well as even orchestrate multiple AI technologies 677 00:45:24,170 --> 00:45:27,570 together. And so they can interact between one another, I 678 00:45:27,570 --> 00:45:32,220 think is really, really important. And so one proof point 679 00:45:32,220 --> 00:45:36,370 here is a company called Intel that chose us to 680 00:45:36,400 --> 00:45:40,590 help overcome that challenge. They had a live tech support 681 00:45:41,000 --> 00:45:45,250 Voicebot and they were using our solutions along with a 682 00:45:45,250 --> 00:45:48,990 variety of other different third party technologies to sort of 683 00:45:48,990 --> 00:45:53,100 be that orchestrator, even amongst their bots, because in some bots 684 00:45:53,100 --> 00:45:57,320 they might choose for certain specialties or they already had 685 00:45:57,320 --> 00:46:01,940 that, they wanted to leverage their existing investments. So garbage in, 686 00:46:01,940 --> 00:46:05,040 garbage out, right? So data quality of course is a 687 00:46:05,040 --> 00:46:08,180 really important challenge. And so be able to choose an open 688 00:46:08,180 --> 00:46:11,210 platform that allows you to pull from any source is 689 00:46:11,210 --> 00:46:14,690 really, really key. The second one here on the shortage 690 00:46:14,690 --> 00:46:18,290 of AI developers and data scientists, Aarde I am going 691 00:46:18,290 --> 00:46:20,810 to pick on you because I got the proof point and 692 00:46:20,910 --> 00:46:22,540 you, why don't you speak to this one for us? 693 00:46:24,700 --> 00:46:29,570 Definitely. It's a living organism. Whenever you're creating AI or 694 00:46:29,570 --> 00:46:34,730 deploying machine learning around a certain business objective, you can't 695 00:46:34,730 --> 00:46:38,110 just implement and forget. So not only is there a 696 00:46:38,110 --> 00:46:42,030 need for resources, AI developers and data scientists in the 697 00:46:42,030 --> 00:46:45,700 beginning, but also a little bit of resources needed on 698 00:46:45,700 --> 00:46:48,610 the backend just to maintain the product, making sure that 699 00:46:50,120 --> 00:46:53,220 it's doing the right thing. I think the best analogy 700 00:46:53,220 --> 00:46:57,060 I've ever heard is it's like a garden. You're growing vegetables 701 00:46:57,060 --> 00:46:59,880 out in the garden, you need to not only dig the 702 00:46:59,960 --> 00:47:03,270 initial holes to plant with the initial plants, but as 703 00:47:03,270 --> 00:47:06,380 it's growing, you need to make sure you're watering it. 704 00:47:06,380 --> 00:47:11,230 It gets enough sun, that you're clipping the appropriate leaves. 705 00:47:11,390 --> 00:47:13,790 It's not something that you could set and forget, and 706 00:47:13,790 --> 00:47:17,190 that does take time, energy and resources. It's very easy 707 00:47:17,190 --> 00:47:21,690 for us to deploy something and then prove its success 708 00:47:21,690 --> 00:47:24,410 and say, what? That's great. Let's now deploy something else. 709 00:47:24,480 --> 00:47:26,800 And then we totally forget about it. And then two 710 00:47:26,800 --> 00:47:29,890 years later, it's completely stale. It's doing things that it 711 00:47:29,890 --> 00:47:33,240 shouldn't be doing, or it's not necessarily creating the outcomes 712 00:47:33,240 --> 00:47:36,110 that we wanted. So it's really important to make sure 713 00:47:36,110 --> 00:47:39,360 that you invest in developers and data scientists to help 714 00:47:39,360 --> 00:47:44,610 support your business objectives. Thanks Aarde. And the third one 715 00:47:44,610 --> 00:47:47,770 I would highlight is a challenge we often see too. 716 00:47:47,770 --> 00:47:50,950 And just being able to demonstrate the business value and 717 00:47:50,950 --> 00:47:54,460 return on investment with AI. So one of the ways 718 00:47:54,460 --> 00:47:58,020 that we help our clients is by even just offering 719 00:47:58,020 --> 00:48:01,930 some really fast and easy proof points, build a bot 720 00:48:01,930 --> 00:48:05,650 workshop where within an hour, you can get your hands 721 00:48:05,650 --> 00:48:09,680 on the technology and build a basic bot to be 722 00:48:09,680 --> 00:48:14,270 able to understand and prove out and showcase how you 723 00:48:14,270 --> 00:48:18,520 can gain efficiencies in handling influxes of volume as an 724 00:48:18,520 --> 00:48:22,650 example. We offer pretrials so you can try before you buy 725 00:48:22,650 --> 00:48:25,650 to be able to prove out that technology too. And 726 00:48:25,650 --> 00:48:28,930 then lastly, I mentioned that we have a value consulting 727 00:48:28,930 --> 00:48:31,890 and business consulting team, whereas as part of the process 728 00:48:31,890 --> 00:48:36,050 and working with you, we look to help you with 729 00:48:36,080 --> 00:48:39,500 the financial models and the business benefit and benchmarks that 730 00:48:39,500 --> 00:48:42,690 you need to help justify the solution, and then can 731 00:48:42,690 --> 00:48:45,340 we follow up with you and working with you in 732 00:48:45,420 --> 00:48:50,670 understanding how you can realize that information and prove it 733 00:48:50,670 --> 00:48:52,760 out to share with your key stakeholders that were a 734 00:48:52,760 --> 00:48:55,970 part of the decision and in investing to begin with. 735 00:48:56,640 --> 00:49:00,830 So those are a couple from your slide before. Claire, 736 00:49:00,830 --> 00:49:03,590 that jumped out to me in terms of AI challenges and proof 737 00:49:03,590 --> 00:49:07,120 points and how we help companies. Thank you very much 738 00:49:07,410 --> 00:49:10,650 Janelle. Okay. I'm going to change tack a little bit now. 739 00:49:10,910 --> 00:49:13,480 I don't know if you recall at the beginning, I said that 740 00:49:13,480 --> 00:49:17,290 we will be talking about this concept of data sharing. So 741 00:49:17,330 --> 00:49:21,450 what would be the value of you taking an anonymized 742 00:49:21,450 --> 00:49:24,370 set of data and sharing it with a third party 743 00:49:24,370 --> 00:49:27,650 and what could be some of the mutual benefits that 744 00:49:27,650 --> 00:49:31,320 would come out of that. And we're already seeing various examples 745 00:49:31,310 --> 00:49:34,990 across industries. I'll give you a couple of examples. So 746 00:49:35,390 --> 00:49:40,670 transportation companies sharing much more detailed supply chain data along 747 00:49:40,780 --> 00:49:42,760 the supply chain so that people can give much more 748 00:49:42,810 --> 00:49:49,790 accurate timing estimates to their customers or a telecommunications company sharing 749 00:49:49,790 --> 00:49:54,750 information about customers are switching SIM cards frequently and sharing that 750 00:49:54,860 --> 00:49:58,160 information with banks to help them identify cases of fraud. 751 00:49:58,550 --> 00:50:02,070 So various examples of where companies are looking at the 752 00:50:02,070 --> 00:50:04,990 value of their data and how in future, they might 753 00:50:04,990 --> 00:50:09,380 share it with third parties to develop AI, to develop new 754 00:50:09,380 --> 00:50:13,610 business models, to develop new supply chain efficiencies. And so 755 00:50:13,610 --> 00:50:16,970 we ask the survey respondents, what would be the greatest 756 00:50:16,970 --> 00:50:21,220 benefits of sharing data with companies in your own or 757 00:50:21,220 --> 00:50:26,840 adjacent industries? And the majority 56%, say that the greatest benefit they 758 00:50:26,840 --> 00:50:32,240 could foresee will be faster and more transparent supply chains 759 00:50:32,580 --> 00:50:36,600 followed by faster and more innovative product development and then 760 00:50:36,620 --> 00:50:41,190 new and enhanced customer services and experiences. And I know 761 00:50:41,190 --> 00:50:45,770 that Genesys has been taking some initiatives looking into this 762 00:50:45,770 --> 00:50:48,500 space of data sharing. Janelle, can you give us a 763 00:50:48,500 --> 00:50:50,360 couple of examples of what you see this kind of 764 00:50:51,060 --> 00:50:56,730 the value of sharing data to be. Well, absolutely. So 765 00:50:56,730 --> 00:51:00,240 when it comes to sharing data, I'll go back to 766 00:51:00,240 --> 00:51:03,360 some of the obstacles, right? So if you go to 767 00:51:03,360 --> 00:51:07,010 the next slide real quick Claire and I look at 768 00:51:07,330 --> 00:51:13,530 the second bar chart, as a technology provider, the second 769 00:51:13,530 --> 00:51:17,050 one here jumps out to me as something where along 770 00:51:17,050 --> 00:51:20,240 with global tech companies, we can be part of removing 771 00:51:20,240 --> 00:51:24,700 the obstacles associated with managing and transforming that data across 772 00:51:24,700 --> 00:51:27,810 many systems, because if you're going to share it, you need 773 00:51:27,810 --> 00:51:30,830 to have it sort of in a shareable format to 774 00:51:30,830 --> 00:51:35,640 begin with. So that's why Genesys has become one of 775 00:51:35,640 --> 00:51:39,380 the only providers that are part of two key initiatives 776 00:51:39,380 --> 00:51:46,340 in being able to have open APIs amongst the key 777 00:51:46,340 --> 00:51:49,200 data providers. So two that come to mind are the 778 00:51:49,200 --> 00:51:53,300 Cloud Information Model, where we partner with companies like Amazon 779 00:51:53,300 --> 00:51:56,690 and Salesforce, as well as the open data initiative, where 780 00:51:56,690 --> 00:52:01,420 we're partnering with other companies like Adobe, SAP and Microsoft. 781 00:52:01,950 --> 00:52:06,070 To really conquer this challenge for companies like you, we're 782 00:52:06,070 --> 00:52:11,600 destroying data silos. We know isn't simple but joining forces 783 00:52:11,600 --> 00:52:16,640 to establish more interoperability and data exchange in a safe 784 00:52:16,640 --> 00:52:19,540 and secure way is a step in the right direction 785 00:52:19,540 --> 00:52:24,330 that we're really excited about. Yeah. So what this chart 786 00:52:24,330 --> 00:52:28,170 shows is the developments that companies would need to see 787 00:52:28,170 --> 00:52:31,470 to be even more active in the data sharing space. 788 00:52:31,620 --> 00:52:34,350 And so 64% say that they would want to see 789 00:52:34,350 --> 00:52:38,570 greater regulatory clarity, what exactly are the rules on data 790 00:52:38,570 --> 00:52:42,750 sharing and then they'd also be looking for the agreed 791 00:52:42,750 --> 00:52:48,030 industry standards on how data can be safely, ethically, legally 792 00:52:48,030 --> 00:52:54,130 shared across organizations. And also if they saw competitors initiatives 793 00:52:54,340 --> 00:52:57,820 to increase the data that they're sharing, that might be 794 00:52:57,820 --> 00:53:03,110 something that would move them into data sharing. So the next slide, 795 00:53:04,000 --> 00:53:07,580 the next question we ask them is, how willing would you 796 00:53:07,580 --> 00:53:11,610 be to share internal data? And what we saw is 797 00:53:11,610 --> 00:53:15,430 that executives in the America, so Latin America and the 798 00:53:15,430 --> 00:53:20,080 North America are the most enthusiastic globally saying they are 799 00:53:20,080 --> 00:53:25,520 either very willing or somewhat willing to share data. In 800 00:53:25,520 --> 00:53:29,610 Asia Pacific, Europe, the Middle East and Africa, perhaps a 801 00:53:29,610 --> 00:53:32,910 little bit more hesitant too, a little bit more caution 802 00:53:32,910 --> 00:53:38,690 about data sharing perhaps it's because GDPR is very, very 803 00:53:38,690 --> 00:53:43,590 strict regulations on data sharing and just culturally more conservative 804 00:53:43,590 --> 00:53:49,130 cultures around sharing information and data. So that brings us 805 00:53:49,130 --> 00:53:52,630 to the end of the content that we wanted to 806 00:53:52,630 --> 00:53:55,760 share with you today and leaves us some time for 807 00:53:55,760 --> 00:53:59,200 Q& A, just about five minutes for Q& A. After 808 00:53:59,200 --> 00:54:03,470 that, I will share some key takeaways from this presentation 809 00:54:03,670 --> 00:54:06,360 and then Josh will come back and share some more 810 00:54:06,360 --> 00:54:08,730 of the resources that are available to you after this 811 00:54:08,730 --> 00:54:12,580 webinar. So before we get going on the Q& A 812 00:54:12,800 --> 00:54:15,090 Josh, can I just bring you back in to explain 813 00:54:15,090 --> 00:54:19,410 to the audience how it would work? Yes, absolutely. So 814 00:54:19,610 --> 00:54:22,030 for everybody who's going to participate in today's Q& A, 815 00:54:22,740 --> 00:54:25,620 there's a Q& A chat window below the slide window. If 816 00:54:25,620 --> 00:54:27,820 you put your questions in there, we'll get through as 817 00:54:27,820 --> 00:54:29,530 many as we can with the short amount of time that 818 00:54:29,530 --> 00:54:32,140 we have. But we do encourage you to go ahead 819 00:54:32,140 --> 00:54:34,430 and throw those questions in there, because even if we 820 00:54:34,430 --> 00:54:36,750 don't answer them aloud, we will follow up with you 821 00:54:36,750 --> 00:54:40,760 via email within the next few business days. So with that, Claire, 822 00:54:40,760 --> 00:54:43,990 if you want to kick things off, go ahead. Okay. 823 00:54:44,330 --> 00:54:46,280 So also, if you don't have a question, but you 824 00:54:46,280 --> 00:54:48,890 wanted to make a comment or answer any of the 825 00:54:48,890 --> 00:54:51,560 questions that I've got up on the slide, how is 826 00:54:51,560 --> 00:54:54,390 AI making an impact in your business? What challenges have you 827 00:54:54,660 --> 00:54:57,720 seen? Have you seen the examples of data sharing in your 828 00:54:57,720 --> 00:55:00,520 industry? So while we wait for some questions to come 829 00:55:00,520 --> 00:55:03,130 in, if they're going to, Aarde, I'd like to ask 830 00:55:03,130 --> 00:55:06,590 you, what would you say is your greatest lesson learned 831 00:55:06,620 --> 00:55:12,690 having been on this AI journey in your business? Yeah, this is a great 832 00:55:12,690 --> 00:55:16,530 question. And the lessons learned kind of change over time 833 00:55:16,530 --> 00:55:20,500 and depending on where you are in the journey either 834 00:55:21,140 --> 00:55:23,750 just deploying your first one or about to deploy your 835 00:55:23,750 --> 00:55:29,250 first AI or bot or tool or where we're kind 836 00:55:29,250 --> 00:55:32,600 of we are now where we've had bots in place 837 00:55:32,600 --> 00:55:36,110 for more than a year, and now we're trying to optimize 838 00:55:36,110 --> 00:55:37,840 or see what the next step is. I think the 839 00:55:37,840 --> 00:55:42,360 biggest challenge is getting executive buy- in. You have to 840 00:55:42,360 --> 00:55:44,460 get buy- in at the highest level. It has to 841 00:55:44,460 --> 00:55:47,210 be a company initiative. I know it's very easy to 842 00:55:47,210 --> 00:55:50,970 start in a specific silo like customer service or sales 843 00:55:51,960 --> 00:55:56,370 and you can see some traumatic results, but it took 844 00:55:56,370 --> 00:55:59,290 for it to get the highest impact, it's really important 845 00:55:59,290 --> 00:56:01,020 to get it all the way to your C- suite, 846 00:56:01,020 --> 00:56:07,990 your COO, your CEO or even the director of IT 847 00:56:08,330 --> 00:56:12,470 or CIO. I think that's the biggest challenge, and it's 848 00:56:12,470 --> 00:56:15,910 not necessarily a challenge because they're not interested in investing 849 00:56:15,910 --> 00:56:18,380 in it, it's a challenge in articulating how it could 850 00:56:18,380 --> 00:56:22,990 probably support some sort of business obstacle that they have 851 00:56:23,710 --> 00:56:25,830 that's in front of. I would say that's our biggest 852 00:56:26,190 --> 00:56:30,960 challenge. Yeah. Okay. So we have a very interesting question that's come 853 00:56:30,960 --> 00:56:35,670 in and Janelle, I think it's one that we can 854 00:56:35,670 --> 00:56:38,630 put to you a question from a gentleman called Ignacio. 855 00:56:38,960 --> 00:56:41,890 So in a few words, what is the company missing if 856 00:56:41,890 --> 00:56:45,200 they are not using AI on their customer service model? 857 00:56:47,730 --> 00:56:49,800 Well, if I could say two words, I would say 858 00:56:49,800 --> 00:56:54,350 business benefits. So hopefully of what you've seen from the 859 00:56:54,350 --> 00:56:57,960 examples that we've shown and what Aarde described as well 860 00:56:57,960 --> 00:57:03,240 as is that, in order to achieve efficiencies at scale, 861 00:57:03,360 --> 00:57:07,940 to achieve improved customer experience at scale to increase revenue, 862 00:57:08,560 --> 00:57:12,410 there's real power with the use of artificial intelligence to 863 00:57:12,760 --> 00:57:16,460 be able to real time provide insights and actions that 864 00:57:16,460 --> 00:57:20,510 drive business results and business outcomes. So that I would say 865 00:57:20,510 --> 00:57:23,750 you might have great customer experience already, you might be 866 00:57:23,750 --> 00:57:26,780 missing an opportunity to take that to the next level 867 00:57:26,780 --> 00:57:35,020 if you don't incorporate AI. Okay. So a comment from 868 00:57:35,020 --> 00:57:38,570 a lady called Carra, so we use Chatbots in place and 869 00:57:38,570 --> 00:57:41,600 have seen some positive results and are looking to take 870 00:57:41,600 --> 00:57:44,280 it to the level of full integration with our live 871 00:57:44,280 --> 00:57:48,320 chat. So Janelle, what would you think that their business 872 00:57:48,320 --> 00:57:53,570 needs to consider as they're making that next step? Well, 873 00:57:53,570 --> 00:57:56,840 it's hard to say not knowing how they're using Chatbots 874 00:57:56,840 --> 00:57:59,910 today honestly but maybe Aarde I could ask for your 875 00:57:59,910 --> 00:58:03,800 opinion on this one having really been very close to 876 00:58:03,800 --> 00:58:10,290 the implementation at Textile. Yeah. So I would say if 877 00:58:10,290 --> 00:58:12,700 you're just starting out with Chatbots, you're probably doing an 878 00:58:12,700 --> 00:58:17,640 FAQ bot that's learning the intent and then reporting back some 879 00:58:17,640 --> 00:58:21,510 sort of basic information from an FAQ guide. I would 880 00:58:21,510 --> 00:58:25,030 say the next level to that is integrating denigrations into 881 00:58:25,030 --> 00:58:28,980 your CRM or whatever tool sets that you have so 882 00:58:28,980 --> 00:58:32,330 that instead of just reading back some content, you could 883 00:58:32,330 --> 00:58:35,710 actually perform actions for your customers and truly give them 884 00:58:35,710 --> 00:58:39,870 self service. Think of it as like, " Can you reset 885 00:58:39,870 --> 00:58:42,960 my password?" And instead of it saying, " You could reset 886 00:58:42,960 --> 00:58:45,900 your password by logging in and clicking the reset password 887 00:58:45,900 --> 00:58:48,710 button." Instead, it would say, " Sure. I could reset your 888 00:58:48,710 --> 00:58:52,180 password. Let me go ahead and send you an SMS 889 00:58:52,180 --> 00:58:55,660 text message, click that link." And it'll reset it. It'll 890 00:58:55,660 --> 00:59:01,100 expire in 10 minutes, something like that. So actionable, we 891 00:59:01,100 --> 00:59:04,940 call this virtual assistants versus just a Chatbot, that would be 892 00:59:05,000 --> 00:59:08,470 the next level. And then I guess kind of piggybacking 893 00:59:08,470 --> 00:59:12,080 off the first QA question, what you would miss by 894 00:59:12,080 --> 00:59:16,660 not implementing AI. And I think Janelle hit this on 895 00:59:16,660 --> 00:59:21,160 the head, it's business insights, it's KPIs and metrics that 896 00:59:21,160 --> 00:59:22,880 you can now measure. It's going to open up a 897 00:59:22,880 --> 00:59:26,400 whole new area for you to have insights into and 898 00:59:26,400 --> 00:59:29,700 then that could help you create your customer experience and 899 00:59:29,700 --> 00:59:34,420 customer journey. I think we're at time now. So I 900 00:59:34,420 --> 00:59:37,710 better hand it to Josh who will wrap the call 901 00:59:37,710 --> 00:59:40,700 and give us some resources that build on these topics. 902 00:59:42,720 --> 00:59:46,320 Sounds good to me. So just as next steps for 903 00:59:46,320 --> 00:59:50,210 everybody, you should see the resource list just next to 904 00:59:50,210 --> 00:59:52,770 the Q& A window. Make sure you click on these 905 00:59:52,770 --> 00:59:55,330 before we end today's webcast. You can get the full 906 00:59:55,330 --> 00:59:58,680 MIT global AI agenda report. You can learn more about 907 00:59:58,680 --> 01:00:01,330 the AI power context center, and you can even get 908 01:00:01,330 --> 01:00:04,670 started today by building AI capabilities into your call center. 909 01:00:05,470 --> 01:00:07,520 So again, make sure that you click on that before we 910 01:00:07,520 --> 01:00:12,050 close out today. Also to wrap up, make sure you 911 01:00:12,050 --> 01:00:14,070 continue to throw questions that you still have, even though 912 01:00:14,070 --> 01:00:15,510 we ran out of time, we do want to make 913 01:00:15,510 --> 01:00:17,690 sure that we answer any questions. So throw those into 914 01:00:17,690 --> 01:00:20,320 the Q& A window before we end today. And I'll be 915 01:00:20,320 --> 01:00:23,740 sure to answer as many as we can via email 916 01:00:23,740 --> 01:00:27,470 within the next few business days. Also after today's webinar, 917 01:00:27,470 --> 01:00:30,760 you're going to see a short survey pop up. We 918 01:00:30,760 --> 01:00:33,420 make sure that we tailor webinars towards what you want 919 01:00:33,420 --> 01:00:38,210 to learn more about. So be sure to throw your 920 01:00:38,210 --> 01:00:41,510 responses into the survey and click submit before today's session 921 01:00:41,510 --> 01:00:43,860 ends and we'll be sure to incorporate that feedback in 922 01:00:43,860 --> 01:00:47,650 the future. And also be sure to take a look 923 01:00:47,650 --> 01:00:50,840 at our podcast below. We have a new podcast called 924 01:00:50,840 --> 01:00:54,590 Tech Talks in Twenty where we discuss topics that you 925 01:00:54,590 --> 01:00:57,810 want to hear in just about 20 minutes. So you 926 01:00:57,810 --> 01:01:01,550 are welcome to listen today. So with all that being 927 01:01:01,550 --> 01:01:04,450 said on behalf of Janelle, Claire and Aarde and the 928 01:01:04,450 --> 01:01:07,160 entire Genesys team, we thank you again for joining today's 929 01:01:07,160 --> 01:01:11,750 webcast AI in the Contact Center: The Promise, Reality and Future. 930 01:01:12,030 --> 01:01:17,540 Until next time, have a good one everyone. Bye. Thank 931 01:01:17,870 --> 01:01:18,020 you.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001t894QAA"] Meet the Speakers Claire Beatty Editorial Director for International Markets MIT Technology Review Insights Aarde Cosseboom Sr. Director of GMS Technology, Product, & Analytics TechStyle Janelle Dieken Senior Vice President, Product Marketing Genesys

[this_page_title] [cutoff co_thick="2px"] Get the contact center platform of the future — it’s easier than you think. With a methodology and automation tools born from hundreds of customer migrations over recent years, we can move you from your current Genesys platform to the Genesys Cloud™ platform quickly. In this on-demand webinar you will hear about: How we use automation tools to speed design & implementation What factors you need to consider before starting How you can leverage your existing investment to set up Genesys Cloud Watch this on-demand session to see and experience it for yourself. [mktoform cta_header="Watch the on-demand recording" cta_button="Watch now" ar_status="dynamic" cms_hold="RG" cid_id="7011T000001t7TDQAY"]

Genesys + Zoom Seamless cloud communications for great customer experiences [webinarschedulesingle][cutoff co_thick="2px"] Take charge of your contact center productivity 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. Take charge of your contact center productivity with Genesys and Zoom integrated communications. Register now for this webinar and learn how to: Increase contact center agent productivity with integrated communications Provide a seamless, simplified and more efficient agent experience Enable employees to quickly find the right resources to address your customer’s needs Use cloud-based customer support tools for modern experiences Register now. See how integrated cloud communications can enhance agent and customer experiences.[cutoff co_thick="2px"]1 00:00:06,360 --> 00:00:09,750 All right. Good morning, evening and afternoon, everyone. My name 2 00:00:09,750 --> 00:00:11,910 is Josh Reed and I'm from the digital events team 3 00:00:11,910 --> 00:00:14,340 here at Genesys. And I'll be one of the moderators 4 00:00:14,340 --> 00:00:16,950 for today's presentation. And let me be the first to 5 00:00:16,950 --> 00:00:21,420 welcome you to today's webcast, Genesys and Zoom: Seamless Cloud 6 00:00:21,420 --> 00:00:26,230 Communications for Great Customer Experiences. To ensure that you have 7 00:00:26,230 --> 00:00:28,730 the best experience viewing today's webinar. I'm going to cover 8 00:00:28,730 --> 00:00:31,010 a few housekeeping items as I usually do, and I'll 9 00:00:31,010 --> 00:00:33,870 make this short and sweet first to ensure that you 10 00:00:33,870 --> 00:00:37,110 don't have any issues viewing or listening to today's presentation. 11 00:00:37,600 --> 00:00:39,850 Please make sure that you have a reliable internet connection 12 00:00:39,909 --> 00:00:43,760 and phone connection. If you experience any problems, viewing today's 13 00:00:43,760 --> 00:00:46,990 webcast, try leaving the Zoom webinar and logging back in 14 00:00:46,990 --> 00:00:49,940 from the link from your reminder email. And if you 15 00:00:49,940 --> 00:00:51,930 continue to have issues, why don't you throw that into 16 00:00:51,930 --> 00:00:53,540 the chat? And we'll see if we can troubleshoot for 17 00:00:53,540 --> 00:00:57,220 you. Also, this webcast is designed to be an interactive 18 00:00:57,220 --> 00:00:59,740 experience between you and our presenters today. So at any 19 00:00:59,740 --> 00:01:02,440 time during the webcast, feel free to submit those questions 20 00:01:02,440 --> 00:01:05,569 in the Q& A tab on your Zoom toolbar. Now 21 00:01:05,569 --> 00:01:07,430 I'll make sure that you throw those questions into the 22 00:01:07,430 --> 00:01:09,840 Q& A tool and not the chat so that we 23 00:01:10,160 --> 00:01:12,069 make sure that we answer your question or have a 24 00:01:12,069 --> 00:01:15,020 chance to answer your question. We don't miss it, also 25 00:01:15,020 --> 00:01:17,280 just to let if time does get away from us 26 00:01:17,280 --> 00:01:21,190 as sometimes it usually does. Don't fret. We'll follow up 27 00:01:21,190 --> 00:01:23,780 with you via email within the next few business days, 28 00:01:24,690 --> 00:01:27,340 and also know that this is being recorded and that 29 00:01:27,340 --> 00:01:29,770 you'll receive a link to the on- demand recording via 30 00:01:29,770 --> 00:01:34,220 email from Zoom within the next few business days and 31 00:01:34,220 --> 00:01:36,550 see it, like I said, short and sweet. So it's 32 00:01:36,550 --> 00:01:39,690 my pleasure to introduce you to our moderator today. Randy 33 00:01:39,690 --> 00:01:43,060 Carter, the marketing content director here at Genesys. Randy, why 34 00:01:43,060 --> 00:01:47,850 don't you take it away, buddy? Thanks Josh. So, I 35 00:01:48,610 --> 00:01:50,980 mean, the main question that we want to talk about 36 00:01:50,980 --> 00:01:54,730 today is why is it still so hard to help 37 00:01:54,830 --> 00:01:59,900 people? I mean, we've got digital transformation stuff. That's moving 38 00:01:59,900 --> 00:02:03,040 customer communications to the cloud. It's changing the way that 39 00:02:03,060 --> 00:02:07,500 we're communicating. We've got a lot of things about the 40 00:02:07,500 --> 00:02:11,300 way that we're doing customer experience and employee experiences as 41 00:02:11,300 --> 00:02:15,970 well, that are changing. And there's huge growth in automation, 42 00:02:16,270 --> 00:02:22,990 bots, and digital work, I mean, voice is still vital 43 00:02:23,160 --> 00:02:26,500 as a way to solve real problems and bring people 44 00:02:26,500 --> 00:02:31,970 together. And like everything else though voice is changing and 45 00:02:31,970 --> 00:02:36,800 it won't change back. All of this disruption has really 46 00:02:36,800 --> 00:02:40,790 brought forth all of these great cases that we knew 47 00:02:40,790 --> 00:02:45,900 were coming about working from anywhere and about elevating voice 48 00:02:46,120 --> 00:02:51,240 to video. And that's why we're here. We're here to 49 00:02:51,240 --> 00:02:55,340 give you details on a new way to provide voice 50 00:02:55,340 --> 00:03:04,669 in videos, simply flexibly globe. So today I'm here also 51 00:03:04,669 --> 00:03:10,130 have two people along with me, we got Neil Levonius, 52 00:03:10,580 --> 00:03:13,730 who is from Zoom in product marketing, and we've also 53 00:03:13,730 --> 00:03:18,630 got Jeff Wise. So I'm going to start off with 54 00:03:18,630 --> 00:03:22,389 Jeff. Jeff, could you tell us who you are and 55 00:03:22,389 --> 00:03:26,430 who Genesys is? Thanks Randy. And thanks everyone for being 56 00:03:26,430 --> 00:03:31,260 here today. Super excited to talk about our partnership and 57 00:03:31,260 --> 00:03:34,169 vision with Zoom, but I head up by our strategic 58 00:03:34,169 --> 00:03:39,080 alliances group and ecosystems, but I'm really excited about what 59 00:03:39,080 --> 00:03:42,710 we're working with our partner Zoom. Now a little bit 60 00:03:42,790 --> 00:03:46,850 about Genesys. We have been around a long time. We're really 61 00:03:46,850 --> 00:03:50,680 uniquely positioned in this industry because now, when it becomes 62 00:03:52,080 --> 00:03:55,030 uniquely valuable, is that we're really a company that believes 63 00:03:55,030 --> 00:03:58,980 in self disruption and we've led continuous change after continuous 64 00:03:58,980 --> 00:04:02,130 change. And today is actually going to be no different. 65 00:04:03,090 --> 00:04:07,550 We started before cloud even existed, but today we're a 66 00:04:07,570 --> 00:04:10,410 global cloud company and we're going to talk about what that 67 00:04:10,410 --> 00:04:15,190 means as well. We've pioneered omni- channel multi- channel customer 68 00:04:15,190 --> 00:04:19,910 engagement because customers keep changing and more importantly, they are 69 00:04:19,920 --> 00:04:23,850 changing how they want to engage. So today now we 70 00:04:23,850 --> 00:04:29,210 power our customer's experiences with AI fueled by data, across 71 00:04:29,210 --> 00:04:34,680 multiple sources, using an agile cloud culture. And Genesys is 72 00:04:34,680 --> 00:04:38,190 really creating the one of the most scalable cloud- based 73 00:04:38,190 --> 00:04:42,670 customer experience platforms in the industry. But at the end 74 00:04:42,670 --> 00:04:44,500 of the day, it's the moment of truth that really 75 00:04:44,500 --> 00:04:50,020 matters. And, it's when that customer connects and they need help 76 00:04:50,020 --> 00:04:54,350 and we help our customers with billions of different customer 77 00:04:54,350 --> 00:04:58,390 interactions every year and all about helping our customers connect 78 00:04:58,390 --> 00:05:01,510 with their customers at that moment of truth. And as 79 00:05:01,510 --> 00:05:07,110 a result of that, customers worldwide, large global brands trust 80 00:05:07,110 --> 00:05:10,640 us with helping them connect with their customers. So it's 81 00:05:10,640 --> 00:05:13,610 great to be here, Randy, thanks for the opportunity to 82 00:05:13,610 --> 00:05:18,390 talk about Genesys and what we're doing with Zoom. All right. Now we're going 83 00:05:18,390 --> 00:05:21,830 to pivot over and talk to Neil. Same question. Tell 84 00:05:21,830 --> 00:05:26,250 us about, in a bit about Zoom? Yeah. So thank 85 00:05:26,250 --> 00:05:28,900 you, Randy. It's great to be here. So my name 86 00:05:28,900 --> 00:05:31,779 is Neil Levonius and I'm a product marketing lead for 87 00:05:31,800 --> 00:05:37,550 Zoom phone, our cloud phone system. So, you probably know 88 00:05:37,550 --> 00:05:39,820 what Zoom is. I think a lot of people are 89 00:05:39,820 --> 00:05:42,760 using it now and really what our story is? What 90 00:05:42,760 --> 00:05:45,410 our vision is? Is that we are creating a platform 91 00:05:45,410 --> 00:05:49,730 that enables video communications to empower people, to accomplish anything 92 00:05:49,730 --> 00:05:54,279 they want to be and to be always connected. And 93 00:05:54,279 --> 00:05:56,750 so when you think about the way we communicate today, 94 00:05:56,779 --> 00:06:01,410 it's radically changed. We have over 300 million daily active 95 00:06:01,410 --> 00:06:06,130 meeting participants using the Zoom platform every day, and they're 96 00:06:06,130 --> 00:06:09,540 not just using it for video. We created this platform 97 00:06:09,720 --> 00:06:13,680 that does video. It does chat, it does phone calls, 98 00:06:13,880 --> 00:06:17,480 it supports conference rooms, large webinars like we're doing right 99 00:06:17,480 --> 00:06:21,029 now and all of these different things. And the reason 100 00:06:21,029 --> 00:06:25,620 why this has come about is because people need flexibility. 101 00:06:25,620 --> 00:06:28,750 They're working from everywhere. They're working on all of these 102 00:06:28,750 --> 00:06:32,550 different devices and they want a consistent user experience across 103 00:06:32,550 --> 00:06:35,270 everything. So when I think about my 14 year old 104 00:06:35,270 --> 00:06:37,470 daughter, she's going to be a sophomore in high school 105 00:06:37,470 --> 00:06:40,820 this year. And if I give her a phone call. 106 00:06:40,860 --> 00:06:43,040 If I call her on the phone like this, it 107 00:06:43,040 --> 00:06:45,029 freaks her out. She doesn't know what that is. She's 108 00:06:45,029 --> 00:06:46,339 not going to put a phone up to her ear 109 00:06:46,339 --> 00:06:49,410 because that's so strange. But if I send her a 110 00:06:49,410 --> 00:06:53,040 text message, she responds right away. Cause she's very happy 111 00:06:53,040 --> 00:06:55,270 using text. And then if she wants to get ahold 112 00:06:55,270 --> 00:06:57,060 of me in real time, what does she do? She 113 00:06:57,100 --> 00:07:01,500 FaceTimes me. She sends Zoom because people are shifting, the 114 00:07:01,500 --> 00:07:05,240 culture is shifting to being very comfortable with video. Now 115 00:07:05,240 --> 00:07:09,020 that doesn't discount any of the other modalities, then that's 116 00:07:09,020 --> 00:07:11,000 why you need a platform that can support all of 117 00:07:11,000 --> 00:07:13,470 them. Voice is still very important. It ends up being 118 00:07:13,470 --> 00:07:16,030 the lowest common denominator and how we communicate because it's 119 00:07:16,030 --> 00:07:19,220 a ubiquitous platform that can be found everywhere, but then 120 00:07:19,220 --> 00:07:22,690 people are very comfortable with chat, SMS and then video, 121 00:07:22,690 --> 00:07:25,170 when you want to have that more personal touch. So 122 00:07:25,420 --> 00:07:28,570 that's what the Zoom platform has really been designed for. 123 00:07:28,800 --> 00:07:31,610 And then partnering with companies like Genesys to bring our 124 00:07:31,610 --> 00:07:35,850 capabilities together, to provide this really best of breed solution 125 00:07:36,840 --> 00:07:45,570 is very exciting. And we believe for our customers. Randy 126 00:07:45,570 --> 00:07:53,290 you're muted. Oh, there we go. Okay. So Neil, you 127 00:07:53,290 --> 00:07:56,010 dropped that magic word vision, and that's what I want 128 00:07:56,010 --> 00:07:59,750 to talk about next, which is we've got to power 129 00:07:59,750 --> 00:08:04,140 us cloud companies here. What's the vision of this partnership? I want 130 00:08:04,390 --> 00:08:06,820 to start with Jeff. Jeff, what do you think? Yeah, thanks Randy. And 131 00:08:07,320 --> 00:08:11,020 I think Neil said it. We're shifting to a video- 132 00:08:11,020 --> 00:08:15,100 first experience at a consumer level and a business level. 133 00:08:15,410 --> 00:08:19,810 And that video experience is a key ingredient to this 134 00:08:19,810 --> 00:08:23,540 vision because what we're really doing is we're bringing the 135 00:08:23,540 --> 00:08:27,010 best of breed companies together, Genesys being that best of 136 00:08:27,010 --> 00:08:31,990 breed customer experience, and with the best of breed video 137 00:08:31,990 --> 00:08:36,809 communication experience through Zoom. But by bringing these best of 138 00:08:36,809 --> 00:08:39,309 breed companies together, what we're doing is we're really building 139 00:08:39,309 --> 00:08:43,500 a future together. And that is to allow seamless communications 140 00:08:43,500 --> 00:08:47,080 between the front office and back office. And that's bringing 141 00:08:47,080 --> 00:08:51,730 all employees together, not just the contact center, but everyone 142 00:08:51,940 --> 00:08:56,460 to be able to communicate and collaborate effortlessly. And using 143 00:08:56,460 --> 00:09:00,150 video is key because it really elevates the conversation, it 144 00:09:00,150 --> 00:09:05,960 creates relationships, it creates that empathy as well. So video 145 00:09:05,960 --> 00:09:09,920 is a key ingredient. And Zoom with the video- first 146 00:09:10,300 --> 00:09:15,950 video communications experience is a really valuable part of this 147 00:09:15,950 --> 00:09:19,840 vision that Genesys wants to create with Zoom. So our 148 00:09:19,840 --> 00:09:22,970 vision look, it's not just about phone calls, but it's 149 00:09:22,970 --> 00:09:26,870 really about that active collaboration across that organization, and it's 150 00:09:26,870 --> 00:09:31,670 about empowering the entire organization to have the right conversation 151 00:09:31,670 --> 00:09:36,679 with their customers. It's about knowing the customer, making it 152 00:09:36,679 --> 00:09:41,740 personal and relevant, and making that connection, making that memorable 153 00:09:41,740 --> 00:09:45,630 experience. Because if you can make it memorable with the 154 00:09:45,630 --> 00:09:49,010 right context and the right relevance, and that's across the 155 00:09:49,010 --> 00:09:53,030 whole entire customer journey, then that's going to be something 156 00:09:53,030 --> 00:09:56,400 that customers will remember, but also want to come back 157 00:09:56,740 --> 00:10:02,770 and advocate for you in the daily life. So that's 158 00:10:02,770 --> 00:10:09,530 the vision. Fantastic. Okay. Neil, get to you to, you're 159 00:10:09,730 --> 00:10:14,360 still muted, to respond and talk about your side of 160 00:10:14,360 --> 00:10:18,400 the vision stuff. Yeah, so our vision of making sure 161 00:10:18,400 --> 00:10:22,520 that people are always connected. And I think what Jeff 162 00:10:22,520 --> 00:10:27,870 said is really important about the empathy. Without video, without 163 00:10:27,870 --> 00:10:32,580 chatting, without phone and being able to provide the medium 164 00:10:32,580 --> 00:10:37,280 that people want to communicate through adds friction. And when 165 00:10:37,280 --> 00:10:39,110 you have friction, then people don't want to use it 166 00:10:39,150 --> 00:10:41,380 and they don't adopt it, and then you've wasted a 167 00:10:41,380 --> 00:10:44,880 bunch of money. So what we do to make sure 168 00:10:44,880 --> 00:10:47,860 that that's not an issue is besides just implementing a 169 00:10:47,860 --> 00:10:49,920 feature to get a checkbox and say, " We have a 170 00:10:49,920 --> 00:10:55,340 feature," is that we design the platform to remove all 171 00:10:55,340 --> 00:10:57,520 friction, to make it very easy to use. So have a 172 00:10:57,520 --> 00:11:00,870 world- class user experience, because we understand, and even though 173 00:11:00,870 --> 00:11:03,080 this sounds like a cliche now probably to a lot 174 00:11:03,080 --> 00:11:06,970 of people, that this whole consumerization of IT is real. 175 00:11:07,160 --> 00:11:09,710 We communicate in our daily lives through all of our 176 00:11:09,710 --> 00:11:12,760 favorite applications, whether it's a social media app like TikTok 177 00:11:13,040 --> 00:11:18,110 or chat, I'm sorry, or Snapchat, or Facebook, or whatever 178 00:11:18,110 --> 00:11:22,610 it is, that those experiences, that user experience is now 179 00:11:22,610 --> 00:11:27,500 expected on in the business app, IT app. So that's 180 00:11:27,809 --> 00:11:30,809 the kind of the aesthetic that we take, the approach 181 00:11:30,809 --> 00:11:33,440 we take when we design our features. And what we've 182 00:11:33,440 --> 00:11:36,280 seen is when you do that, then that increases adoption, 183 00:11:36,280 --> 00:11:39,970 increases stickiness, and then it really helps you be successful. 184 00:11:39,970 --> 00:11:42,870 And when you have a product like that, the IT's 185 00:11:42,870 --> 00:11:48,160 job becomes much simpler because the customer base, the user 186 00:11:48,160 --> 00:11:51,460 base wants to use it, training is much easier. And 187 00:11:51,460 --> 00:11:53,390 then it's easy to prove to your CIO, to your 188 00:11:53,390 --> 00:11:56,070 decision maker, et cetera, that the investment was worth it. 189 00:11:56,610 --> 00:11:59,160 So, our vision to bring all of these different modalities 190 00:11:59,160 --> 00:12:01,770 together, build it on a platform that's open so we 191 00:12:01,770 --> 00:12:05,340 can integrate and create a best of breed solution is really 192 00:12:05,340 --> 00:12:10,360 core to what we're doing at Zoom today. I love that. I love the 193 00:12:10,360 --> 00:12:12,820 comment about friction in there too. And the only way 194 00:12:12,820 --> 00:12:16,300 to really build these huge, scalable systems that people really 195 00:12:16,300 --> 00:12:18,920 want is you have to make it so much easier 196 00:12:18,920 --> 00:12:21,770 to do the right thing always. And that's hard. It 197 00:12:21,770 --> 00:12:26,140 takes a lot of extra work. Okay, so we're going to move forward 198 00:12:26,380 --> 00:12:29,920 and talk a little bit about Zoom Phone, because we've all heard 199 00:12:29,920 --> 00:12:32,690 of Zoom, but Zoom Phone is a term that maybe 200 00:12:32,690 --> 00:12:36,280 some people don't know yet. Yes, so Zoom Phone is 201 00:12:36,470 --> 00:12:39,360 a cloud phone system called PBX. It is designed to 202 00:12:39,360 --> 00:12:42,330 be a replacement to the old legacy boat anchors that 203 00:12:42,330 --> 00:12:45,420 you might have in a closet right now. Whatever that's 204 00:12:45,420 --> 00:12:49,040 your Avaya, Cisco, Mitel, ShoreTel, whatever tel, all going away soon 205 00:12:49,040 --> 00:12:52,760 tels. It is a PBX at the end of the 206 00:12:52,760 --> 00:12:55,340 day. And it's built on the Zoom platform. So this 207 00:12:55,340 --> 00:12:59,240 isn't a separate product that was designed in a silo 208 00:12:59,809 --> 00:13:03,070 on a different platform. This was designed and implemented on 209 00:13:03,070 --> 00:13:05,890 the Zoom Meeting platform. So as a modern phone system 210 00:13:05,890 --> 00:13:08,410 or as our cloud phone system, it has all of 211 00:13:08,410 --> 00:13:12,210 the traditional PBX features that you'd come to expect, transferred 212 00:13:12,340 --> 00:13:17,530 conference hold, auto attendance, basic call routing, the ability to 213 00:13:17,530 --> 00:13:20,380 port your existing phone numbers onto our platform if you'd 214 00:13:20,380 --> 00:13:23,980 like to use our native PSTN service, or we allow 215 00:13:23,980 --> 00:13:25,720 you to bring your own carrier to our platform as 216 00:13:25,720 --> 00:13:27,840 well if you want to keep your existing service providers. 217 00:13:28,070 --> 00:13:31,940 We support hybrid integration to your existing on- premise PBXs. 218 00:13:32,140 --> 00:13:34,590 So we don't go into a customer saying, " No, rip 219 00:13:34,590 --> 00:13:38,010 out that old Cisco call manager system and put Zoom 220 00:13:38,010 --> 00:13:40,780 everywhere." No, we understand can be a phased approach. You 221 00:13:40,780 --> 00:13:44,670 just don't cut overnight. So it is a phone system. 222 00:13:45,330 --> 00:13:47,559 Because it's built on the same platform, it's really easy 223 00:13:47,559 --> 00:13:50,370 to manage. If you've managed a Zoom account, a Zoom 224 00:13:50,370 --> 00:13:53,610 Meeting account, it's just another tab in our web portal. 225 00:13:54,420 --> 00:13:56,480 So when you go to provision a user, you provision 226 00:13:56,620 --> 00:13:59,929 their meeting, attributes, you provision their phone attributes. It's done 227 00:13:59,929 --> 00:14:02,390 in the same place. It's integrated into our reporting and 228 00:14:02,480 --> 00:14:05,890 dashboarding, et cetera. And the features are delivered to the 229 00:14:05,890 --> 00:14:09,580 same Zoom app that you already know. So when we're 230 00:14:09,580 --> 00:14:12,090 designing features, we want to make sure that all of 231 00:14:12,090 --> 00:14:17,440 the features that are implemented are not just desktop features, 232 00:14:17,580 --> 00:14:21,030 desk phone features, or mobile features. We have a very 233 00:14:21,030 --> 00:14:23,530 mobile first approach. We want to make sure that everything 234 00:14:23,530 --> 00:14:28,210 works on the mobile app with the same quality, same 235 00:14:28,210 --> 00:14:31,570 user experience that you can experience on the desktop. So 236 00:14:31,570 --> 00:14:34,050 we don't have any... We have feature parity across all 237 00:14:34,050 --> 00:14:37,010 of our end points. And it has to be delivered 238 00:14:37,010 --> 00:14:40,300 with high security and reliability. So making sure that we're 239 00:14:40,300 --> 00:14:45,380 implementing HD voice using adaptive rate codec like Opus, we 240 00:14:45,380 --> 00:14:47,700 have a lot of secret sauce on top that does 241 00:14:47,700 --> 00:14:51,970 audio processing to eliminate background noise, et cetera. So that's 242 00:14:51,970 --> 00:14:54,500 why Zoom calls generally sound better than a lot of 243 00:14:54,500 --> 00:14:58,880 our competitors. And we have a global footprint, which I 244 00:14:58,880 --> 00:15:03,820 believe we'll talk about a little bit later. Okay, great. 245 00:15:04,110 --> 00:15:09,770 Yeah, it's a difficult bridge creating this between the desk 246 00:15:09,770 --> 00:15:13,900 phones and everything else in the world. And I've seen it, experienced it. 247 00:15:14,920 --> 00:15:17,520 You guys have done amazing job. Yeah, and if I may 248 00:15:17,520 --> 00:15:20,670 add, when we first started Zoom, when Zoom was founded, 249 00:15:20,670 --> 00:15:23,960 when Eric started the company, it wasn't that we wanted 250 00:15:23,960 --> 00:15:25,950 to just be video only or we wanted to be 251 00:15:25,950 --> 00:15:28,370 a phone system. We were actually pulled into this by 252 00:15:28,370 --> 00:15:31,880 the market because the people were enjoying using Meeting so 253 00:15:31,880 --> 00:15:33,820 much. We're like, " Can we just get rid of the 254 00:15:33,820 --> 00:15:36,150 PBX and put everything on a meeting platform?" You already 255 00:15:36,150 --> 00:15:39,040 have all of the components. So that's what we did. 256 00:15:39,180 --> 00:15:41,420 And one of the side benefits, what I forgot to 257 00:15:41,420 --> 00:15:45,500 mention is, when I talked about all the modalities earlier 258 00:15:45,500 --> 00:15:49,670 of chat and voice and video, that we don't look 259 00:15:49,670 --> 00:15:54,010 at them as individual features, we want them to all 260 00:15:54,010 --> 00:15:56,990 blend together. So if I start with a chat interaction, 261 00:15:56,990 --> 00:16:00,270 I can escalate that chat into a phone call. And 262 00:16:00,270 --> 00:16:03,110 I can elevate that phone call into a meeting, without 263 00:16:03,110 --> 00:16:05,760 having people hang up. So if I'm working with a 264 00:16:05,760 --> 00:16:08,280 customer for example, and I'm on the phone, and I 265 00:16:08,280 --> 00:16:10,560 need to elevate that into a desktop share or I 266 00:16:10,560 --> 00:16:14,230 want to go to video, traditionally you say, " All right, 267 00:16:14,730 --> 00:16:17,790 let me send you an invite for this meeting bridge, 268 00:16:17,790 --> 00:16:19,680 and let's hang up and I'll meet you there." Right? And 269 00:16:19,960 --> 00:16:22,610 that usually adds five or 10 minutes to the conversation, 270 00:16:22,610 --> 00:16:26,510 it adds friction. With Zoom, if you're on that phone 271 00:16:26,510 --> 00:16:28,840 call, you can elevate right into a Zoom meeting and 272 00:16:28,840 --> 00:16:31,500 everybody's brought into it automatically, so you don't have to 273 00:16:31,500 --> 00:16:33,650 hang up and dial back in. And then if they 274 00:16:33,650 --> 00:16:36,680 want to use the app, then you can send an 275 00:16:36,680 --> 00:16:39,130 invite for them to open up the app, keep the 276 00:16:39,130 --> 00:16:42,720 voice stream wherever it started, and then have the app 277 00:16:42,720 --> 00:16:45,680 for all the desktop sharing. Anyway, sorry Randy, I just 278 00:16:45,680 --> 00:16:48,420 wanted to expand on that for a second. Oh no, I 279 00:16:48,420 --> 00:16:51,570 enjoyed it. Yeah, I think this is also indicative of 280 00:16:51,570 --> 00:16:55,370 why this is actually such a really good match between 281 00:16:55,370 --> 00:16:57,780 two different cloud companies, is because the way you guys 282 00:16:57,780 --> 00:17:01,390 are approaching the usability and the scaling, and being able 283 00:17:01,390 --> 00:17:04,750 to flip things from one mode to another seamlessly, is 284 00:17:04,750 --> 00:17:08,300 exactly what we're trying to do at Genesys. So, thank 285 00:17:08,300 --> 00:17:13,320 you. Okay, let's go to the next slide which is 286 00:17:13,320 --> 00:17:16,850 about... Okay. We're going to take all these pieces of 287 00:17:17,460 --> 00:17:19,810 Zoom and the functionality that they're adding, and we've got 288 00:17:19,810 --> 00:17:23,980 all this functionality that we've built on Genesys Cloud bringing 289 00:17:23,980 --> 00:17:28,910 this together, how does this help our customers do great 290 00:17:29,000 --> 00:17:35,340 customer experiences? Thanks Randy. It is at the end of 291 00:17:35,340 --> 00:17:39,300 the day about providing a great support and service to 292 00:17:39,300 --> 00:17:43,440 customers. But sometimes we think about the contact center, the 293 00:17:43,440 --> 00:17:48,330 front office, as being that first line of defense. But 294 00:17:49,250 --> 00:17:52,100 it takes a whole company to support and service customers. 295 00:17:52,640 --> 00:17:55,410 It's a real team effort across the company that provides 296 00:17:55,500 --> 00:17:59,130 a great customer experience at the end of the day, because the contact center 297 00:17:59,130 --> 00:18:05,440 is there to assist and help customers, but they're only 298 00:18:05,440 --> 00:18:08,200 as good as the rest of the organization. So what 299 00:18:08,200 --> 00:18:12,540 we see is when you empower your employees across the 300 00:18:12,540 --> 00:18:18,910 whole organization, they can then focus on the customer. So 301 00:18:18,910 --> 00:18:21,740 if we're giving the right amount of flexibility, the right 302 00:18:21,740 --> 00:18:25,410 amount of power and tools to allow that collaboration between 303 00:18:25,410 --> 00:18:28,830 the front office and the back office, that's just going to 304 00:18:28,830 --> 00:18:33,170 be a good outcome. So lower friction, lower frustration across 305 00:18:33,170 --> 00:18:36,810 that enterprise, at the end of the day it's about 306 00:18:36,810 --> 00:18:38,840 helping customers then and there and helping them in real 307 00:18:38,840 --> 00:18:42,990 time. So connect the front office with the back office, 308 00:18:43,280 --> 00:18:48,460 create some great collaboration, and with the focus in helping 309 00:18:48,460 --> 00:18:53,420 customers then and there. So the key ingredient's is it's a great CX 310 00:18:53,470 --> 00:18:58,609 through great collaboration. Okay. Neil, do you have any comments on 311 00:18:58,609 --> 00:19:01,440 that? On customer experience and how Zoom's going to affect that? 312 00:19:04,390 --> 00:19:09,609 You're on mute. You would think working for Zoom, I'd 313 00:19:09,609 --> 00:19:14,859 be so much better at that. Yeah. So at the 314 00:19:14,859 --> 00:19:17,670 end of the day it really is, it's eliminating all 315 00:19:17,670 --> 00:19:21,600 of the friction in the communication process. So when you 316 00:19:21,600 --> 00:19:24,690 eliminate the friction, then people are going to be more 317 00:19:24,690 --> 00:19:28,940 willing to engage, be more open in that engagement, and 318 00:19:29,160 --> 00:19:32,220 have a better satisfaction of that tool and the interaction 319 00:19:33,010 --> 00:19:37,050 between the customer and whoever's servicing the customer. All right. 320 00:19:38,570 --> 00:19:42,140 All right. So we're going to double down on this 321 00:19:42,640 --> 00:19:45,990 customer experience and collaboration topic. Let's explore that in a 322 00:19:45,990 --> 00:19:51,430 little bit more depth. Jeff, talk from this slide. We've 323 00:19:51,430 --> 00:19:54,300 got a lot more topics to delve into here. Sure. 324 00:19:54,560 --> 00:19:58,470 So let's bring that CX to life and that collaboration 325 00:19:58,470 --> 00:20:01,400 across the organization. How are we going to do that 326 00:20:01,890 --> 00:20:04,630 with what we're talking about today between Zoom and Genesys? 327 00:20:06,600 --> 00:20:12,109 It's really providing a simplified, unified, and more, I guess, 328 00:20:12,109 --> 00:20:16,210 integrated experience where you can focus on the outcome that 329 00:20:16,210 --> 00:20:19,790 you're trying to create, rather than what tools I have 330 00:20:19,790 --> 00:20:22,470 to use and what I have to tab through, or 331 00:20:22,470 --> 00:20:25,630 which applications I've got to go find to achieve as 332 00:20:25,630 --> 00:20:28,050 an outcome. And the way we're doing this with the 333 00:20:28,050 --> 00:20:31,780 integration that we've done between Zoom and Genesys, is a 334 00:20:31,780 --> 00:20:36,500 unified directory. And what this means is, as a Genesys 335 00:20:36,500 --> 00:20:40,950 Cloud user in the front office, they will now be 336 00:20:40,950 --> 00:20:43,280 able to see the whole enterprise, whoever it might be 337 00:20:43,280 --> 00:20:47,190 in the contact center, but also now across everyone that's 338 00:20:47,190 --> 00:20:51,180 using Zoom phone across the organization. So that means complete 339 00:20:51,180 --> 00:20:55,160 visibility of everyone in the enterprise. And then on top 340 00:20:55,160 --> 00:20:58,460 of that, we add presence. So knowing who in the 341 00:20:58,460 --> 00:21:01,480 enterprise is available to help then and there. When I've got 342 00:21:01,560 --> 00:21:04,500 the customer on the line, I need assistance. I want 343 00:21:04,500 --> 00:21:06,790 to be able to talk to a subject matter expert, or at 344 00:21:06,790 --> 00:21:10,460 least somehow try and get to the right person with 345 00:21:10,460 --> 00:21:13,840 the right information to assist me to assist the customer, 346 00:21:14,100 --> 00:21:18,310 or even bring that subject matter expert into the conversation 347 00:21:18,310 --> 00:21:21,990 with the customer. So through being able to see and 348 00:21:21,990 --> 00:21:27,530 search across the enterprise from all the Zoom phone users 349 00:21:27,530 --> 00:21:30,290 as well as Genesys Cloud users, by knowing when and 350 00:21:30,290 --> 00:21:33,840 where that they're available to help me then at that 351 00:21:33,840 --> 00:21:36,869 point in time. At the same time, when we're doing 352 00:21:36,869 --> 00:21:41,869 all those interactions and call transfers, it's on net. So 353 00:21:41,869 --> 00:21:47,369 that means we've integrated Zoom phone with Genesys Cloud, with 354 00:21:47,420 --> 00:21:51,670 secure connections, which provides complete on net callings. That means 355 00:21:51,670 --> 00:21:54,450 you don't have to go off onto the PSTN and 356 00:21:54,450 --> 00:21:58,310 also incur extra charges, because you're one enterprise. You should 357 00:21:58,359 --> 00:22:01,980 be able to have one logical network with one logical 358 00:22:02,100 --> 00:22:06,160 ability to be able to transfer calls across systems seamlessly. 359 00:22:06,619 --> 00:22:11,740 Again, removing that friction, as we've started talking about. On 360 00:22:11,740 --> 00:22:14,609 top of that, in today's world, you need to be able 361 00:22:14,609 --> 00:22:19,480 to do it from anywhere globally, and this is more 362 00:22:19,480 --> 00:22:23,930 important than ever. And in this global world today, being 363 00:22:23,930 --> 00:22:28,470 able to work from anywhere, collaborate from anywhere in a 364 00:22:28,470 --> 00:22:34,790 seamless experience, is key. And Genesys and Zoom are global 365 00:22:34,790 --> 00:22:38,160 solutions, which we'll talk about in a moment. But we've 366 00:22:38,160 --> 00:22:41,930 gone back to... The big shift that we've seen is that 367 00:22:41,930 --> 00:22:47,000 video first experience as well. And leveraging and taking advantage 368 00:22:47,000 --> 00:22:52,619 of Zoom's incredible video first communications platform, we're also able 369 00:22:52,619 --> 00:22:58,340 to bring Zoom's video screen sharing and recording as well. 370 00:22:58,760 --> 00:23:02,270 So you'll be able to then, again, bring that collaboration 371 00:23:02,450 --> 00:23:07,010 using Zoom's features around screen sharing and recording. And it 372 00:23:07,010 --> 00:23:10,010 goes without saying that this all runs within a secure 373 00:23:10,010 --> 00:23:14,109 environment. So that's a little bit of a, I guess, 374 00:23:14,109 --> 00:23:17,260 insight, Randy there, but when you bring these pieces together, 375 00:23:17,720 --> 00:23:23,200 it's again, taking that friction out and letting our people, 376 00:23:23,200 --> 00:23:27,560 our employees in that organization, collaborate, but more importantly, focus 377 00:23:27,560 --> 00:23:30,980 on the problem at hand or the service that needs 378 00:23:30,980 --> 00:23:33,619 to be addressed, rather than the tools or the technology. 379 00:23:35,800 --> 00:23:40,630 Okay. So how is the availability looking like on this? 380 00:23:41,450 --> 00:23:45,270 Yeah. So actually, not a lot of people know this, 381 00:23:45,270 --> 00:23:49,460 I'm going to let everyone know. But Genesys Cloud and 382 00:23:49,460 --> 00:23:53,250 Zoom Phone has actually... We've had integration with our on 383 00:23:53,250 --> 00:23:56,100 net calling especially, for actually a number of months now 384 00:23:56,100 --> 00:24:00,900 since last year. We've built that telephony sip connection. We've 385 00:24:00,900 --> 00:24:02,760 actually got a few customers using it today, which we'll 386 00:24:02,760 --> 00:24:07,080 talk about in a little while. But really true Collective 387 00:24:07,920 --> 00:24:12,100 cloud APIs, this is kind of the next natural step and 388 00:24:12,430 --> 00:24:15,820 the new release that we're talking about today with these 389 00:24:15,820 --> 00:24:19,730 capabilities like unified directory, and presence, and the likes will 390 00:24:19,730 --> 00:24:23,359 be available next month in July. So we're super excited 391 00:24:23,359 --> 00:24:26,990 to see how we can bring our customers together to 392 00:24:26,990 --> 00:24:31,560 collaborate better and to provide great customer experience. Great. Thank 393 00:24:31,560 --> 00:24:36,560 you. All right. So we've mentioned Global multiple times. Maybe 394 00:24:36,609 --> 00:24:39,740 we should have started with this, but it was actually 395 00:24:39,740 --> 00:24:44,619 a huge challenge for our Genesys Cloud customers that are 396 00:24:45,340 --> 00:24:48,700 global, is that there's so many different ways of doing 397 00:24:48,700 --> 00:24:53,420 phone termination in so many different countries. We have a 398 00:24:53,420 --> 00:24:59,680 rock solid network of AWS regions that were operating on 399 00:25:00,119 --> 00:25:03,540 Genesys cloud in. And whenever you're on net, everything is 400 00:25:05,020 --> 00:25:08,780 just straight data. So this is what it looks like. 401 00:25:08,840 --> 00:25:11,140 Jeff, can you go into a little bit more detail about that 402 00:25:11,140 --> 00:25:14,800 platform? Yeah sure, thanks Randy. Look, Genesys cloud is a 403 00:25:14,800 --> 00:25:19,230 Global cloud platform, just like Zoom and Zoom Phone, our 404 00:25:19,230 --> 00:25:24,730 Global platform, our Global Pops which I'll go through in 405 00:25:24,730 --> 00:25:29,330 a moment, all operate and inter operate with Zoom and 406 00:25:29,330 --> 00:25:32,980 Zoom Phone's Global Pops. Actually, this is actually going to 407 00:25:32,980 --> 00:25:36,970 be all configurable by the customer or at the time 408 00:25:36,970 --> 00:25:39,950 it's set up where you can actually choose which Genesys 409 00:25:40,390 --> 00:25:42,359 cloud region you want to operate. But at the same 410 00:25:42,359 --> 00:25:45,990 time, you can also choose which Zoom Phone region you'll 411 00:25:45,990 --> 00:25:47,560 be able to operate with as well. So you'll have 412 00:25:47,560 --> 00:25:51,850 full control over which regions due to local regulatory requirements 413 00:25:52,190 --> 00:25:56,369 at the time of the implementation. But at a global 414 00:25:56,369 --> 00:25:59,180 region, we have nine regions. We have two in the 415 00:25:59,180 --> 00:26:03,810 US, US East and US West. We've got Canada, Ireland, 416 00:26:04,410 --> 00:26:10,030 the UK and Frankfurt in Germany and originally South Korea. 417 00:26:10,190 --> 00:26:13,119 And we've also got Japan and Australia. But on top 418 00:26:13,119 --> 00:26:15,500 of that, it's not just about that footprint. It's also 419 00:26:15,500 --> 00:26:19,450 about language support. We support 18 languages through our user 420 00:26:19,450 --> 00:26:21,920 interface, and we even have a whole lot more than 421 00:26:21,920 --> 00:26:24,560 those 18 languages for our I- V- R and voice 422 00:26:24,560 --> 00:26:29,070 services as well, because it's really, we, we now live 423 00:26:29,070 --> 00:26:34,140 in a global community and more, I guess more importantly, 424 00:26:34,140 --> 00:26:37,730 we live in a growing virtual, global community as well. 425 00:26:38,970 --> 00:26:42,820 It's important to know that you can operate virtually anywhere and 426 00:26:42,869 --> 00:26:47,430 globally. And, we support thousands of customers today, actually I've 427 00:26:47,530 --> 00:26:51,619 across 60 countries, Pang Southern the, the largest contact centers. 428 00:26:52,140 --> 00:26:54,540 we even have some contact centers that were powering over 429 00:26:54,540 --> 00:26:58,650 25,000 agents in that context center. So, this is scale 430 00:26:59,030 --> 00:27:01,970 on a, on a global level, but really excited that 431 00:27:02,000 --> 00:27:05,630 we're bringing this global platform global network. That's powering all 432 00:27:05,630 --> 00:27:08,830 these interactions for our customers. And now we're going to 433 00:27:08,830 --> 00:27:11,730 extend that with this great VR first experience powered by 434 00:27:11,730 --> 00:27:15,750 Zoom. So Neil, maybe you can tell us about, the zoom 435 00:27:15,750 --> 00:27:21,960 phone, global story. All right. Yeah. That Zoom Global picture. 436 00:27:22,480 --> 00:27:28,410 Yeah. We have a pretty extensive global footprint. We currently 437 00:27:28,410 --> 00:27:32,510 have data centers in 18 countries around the world. These 438 00:27:32,510 --> 00:27:35,670 are all active, active, fully redundant data centers. So one 439 00:27:35,670 --> 00:27:39,150 outage in a specific region, doesn't take down our customer 440 00:27:39,150 --> 00:27:42,270 base by any stretch of the meetings. And these are 441 00:27:42,270 --> 00:27:46,640 man by zoom employees. So these are, we, we have 442 00:27:46,640 --> 00:27:49,390 a mix of running our own data centers, which is 443 00:27:49,390 --> 00:27:51,780 what I'm showing here. Then we also take advantage of 444 00:27:51,780 --> 00:27:55,640 a lot of public cloud services from AWS, Google, Microsoft, 445 00:27:55,640 --> 00:27:57,830 Azure, etc. So we want to make sure that we 446 00:27:57,830 --> 00:28:00,380 have a fully redundant and that we're using the best 447 00:28:00,380 --> 00:28:03,859 technology available to provide the highest quality of service for 448 00:28:03,859 --> 00:28:07,119 our customers. From a zoom phone perspective, when it comes 449 00:28:07,119 --> 00:28:12,300 to PSTN access today, we have native PSTN support in 450 00:28:12,330 --> 00:28:15,780 18 different countries. You can visit our website for our list 451 00:28:15,780 --> 00:28:18,490 of all of those countries. We have an additional 25 452 00:28:18,490 --> 00:28:20,810 countries where we can provide PST and access and phone 453 00:28:20,810 --> 00:28:23,800 numbers currently in beta. And we expect those to come 454 00:28:23,800 --> 00:28:26,200 out of beta the summer, which will give us about 455 00:28:26,210 --> 00:28:30,740 47 countries where we can provide a full, complete PSTN 456 00:28:31,060 --> 00:28:37,090 PBX replacement. We are also offering, BYOC bring your own 457 00:28:37,090 --> 00:28:40,310 carrier. So if you have a requirement outside of the 458 00:28:40,330 --> 00:28:44,840 47 countries that we're in today, then you can bring 459 00:28:44,840 --> 00:28:47,860 the sip trunk from that, from that local service provider, 460 00:28:47,860 --> 00:28:50,550 right into the zoom cloud, and then light up the 461 00:28:50,550 --> 00:28:53,410 surface that way. So we're, we're very, very flexible. And 462 00:28:53,420 --> 00:28:57,370 of course our goal is to provide complete global coverage 463 00:28:58,200 --> 00:29:01,180 everywhere. And so we're, we're marching really fast to make 464 00:29:01,180 --> 00:29:08,330 sure that that happens. Okay. All right. So I know 465 00:29:08,330 --> 00:29:11,440 that Neil, you wanted to take a moment to just 466 00:29:11,440 --> 00:29:15,510 talk about security. Yeah. Security as a topic that comes 467 00:29:15,510 --> 00:29:19,550 up every day at Zoom, it is incredibly important to 468 00:29:19,550 --> 00:29:23,440 us with so many people relying on us and, and 469 00:29:23,440 --> 00:29:27,120 business to continue working as well as in their personal 470 00:29:27,120 --> 00:29:29,700 lives, taking that yoga class, like in that music lesson, 471 00:29:30,040 --> 00:29:32,390 having those happy hours that we want to make sure 472 00:29:32,390 --> 00:29:37,580 that your information is completely protected. So we recently migrated 473 00:29:37,580 --> 00:29:42,270 in Twitter, 56 bit AGC or a yeah. GCM encryption, 474 00:29:43,290 --> 00:29:47,450 apologize for butchering the acronym. And we also make sure 475 00:29:47,450 --> 00:29:49,640 every zoom phone call is encrypted as well. So we 476 00:29:49,640 --> 00:29:57,130 use SFTP encryption, we used 256 BAS authentic TLS authentication. 477 00:29:57,130 --> 00:30:00,210 So everything is secured and don't just take our word 478 00:30:00,210 --> 00:30:02,600 for it. We also have certifications by some of the 479 00:30:02,600 --> 00:30:07,550 top security and privacy groups in the world. So we 480 00:30:07,550 --> 00:30:11,360 are GDPR. We it's all been verified through Trust Arc. 481 00:30:11,860 --> 00:30:16,320 We have in the United States, we are FedRAMP moderate 482 00:30:16,320 --> 00:30:19,040 for the entire platform. So for zoom meetings and now 483 00:30:19,040 --> 00:30:24,060 zoom phone, which means that the, the department where the 484 00:30:24,060 --> 00:30:29,990 federal agencies like DISA etc, can use us in there. 485 00:30:29,990 --> 00:30:33,680 So if we've been vetted and, and, and authorized by 486 00:30:33,680 --> 00:30:36,700 the federal government, you can be assured that the platform 487 00:30:36,710 --> 00:30:40,040 is secure. We also, in the newest version of our 488 00:30:40,040 --> 00:30:44,360 application in zoom 5.0, we allow you to opt in 489 00:30:44,360 --> 00:30:47,930 and opt out of specific geo. So that, we do 490 00:30:47,930 --> 00:30:51,120 automatic geo based routing of all of our calls and 491 00:30:51,120 --> 00:30:54,810 all of our meetings. And if you are in a 492 00:30:54,810 --> 00:30:57,970 meeting and you want to make sure that those calls 493 00:30:57,970 --> 00:31:00,190 don't, for some reason, get routed outside of the country, 494 00:31:00,190 --> 00:31:03,920 that you're currently in, you can actually choose, the user 495 00:31:03,920 --> 00:31:06,820 can choose. The admin can choose which data centers are 496 00:31:06,820 --> 00:31:09,450 routed through which geos they route through, or they want 497 00:31:09,450 --> 00:31:12,390 to opt out of. So not only are we providing 498 00:31:12,390 --> 00:31:15,880 all these great security on top, that we are allowing 499 00:31:15,880 --> 00:31:18,310 users to choose which data centers they route through, which 500 00:31:18,310 --> 00:31:21,990 is something none of our competitors do. So we're really 501 00:31:21,990 --> 00:31:24,220 taking it to the next level. It's, it's very important. 502 00:31:24,500 --> 00:31:27,560 And I don't even know what to say is just, 503 00:31:28,250 --> 00:31:30,030 I think it speaks for itself, but if there are 504 00:31:30,030 --> 00:31:32,970 questions, of course, reach out to us. We have a 505 00:31:32,970 --> 00:31:34,920 whole bunch of landing pages on the zoom website that 506 00:31:34,920 --> 00:31:37,750 goes into more depth on this, and you would ever 507 00:31:37,750 --> 00:31:43,250 want to go into, Yeah, we have a full set, 508 00:31:43,300 --> 00:31:45,720 a full set of acronyms on our site too. So 509 00:31:46,050 --> 00:31:50,210 yeah, Yeah. We love our acronyms. It's an ongoing effort. Security. It never stops 510 00:31:50,430 --> 00:31:53,210 it's you have to always be working on that. Okay. 511 00:31:53,210 --> 00:31:58,570 Let's look at, we mentioned that we have some, we 512 00:31:58,570 --> 00:32:01,620 want to talk a little bit about this. Yeah. No, 513 00:32:01,620 --> 00:32:09,160 thanks Randy. We've had some customers already using that integration 514 00:32:09,160 --> 00:32:11,860 that I mentioned, that we've had available now for a 515 00:32:11,860 --> 00:32:15,520 few months. I'd like to maybe just walk through some 516 00:32:15,520 --> 00:32:20,510 of those. Our telephone integration has been in place between 517 00:32:20,510 --> 00:32:24,210 Genesys Cloud and Zoom Phone. Actually, if you go to Zoom 518 00:32:24,210 --> 00:32:28,080 Phone today, you can actually click and see Genesys Cloud 519 00:32:29,130 --> 00:32:34,570 and connect to that as a telephone integration. That's available 520 00:32:34,570 --> 00:32:39,730 today and Sentinel benefits and the financial group. They've actually 521 00:32:39,730 --> 00:32:42,530 been using it for a number of months and they've seen the 522 00:32:42,530 --> 00:32:46,640 real benefits of really connecting that front office with the 523 00:32:46,640 --> 00:32:49,850 back office. Really connecting the contact center with the rest 524 00:32:49,850 --> 00:32:53,610 of their organization. Remember, it's all about the whole company 525 00:32:53,760 --> 00:32:57,690 that needs to help customers. They've really seen those benefits 526 00:32:57,710 --> 00:33:00,920 of being able to have that on their calling, the 527 00:33:00,920 --> 00:33:03,010 ability to be able to transfer calls back and forth 528 00:33:04,620 --> 00:33:09,080 securely, quickly, and easily between Genesys Cloud and Zoom Phone. 529 00:33:10,570 --> 00:33:12,240 They can see that they're going to be able to 530 00:33:12,240 --> 00:33:16,570 resolve things faster, quicker, and just provide a better customer 531 00:33:17,000 --> 00:33:22,850 experience. We've also got Company Nurse. They've been an existing 532 00:33:23,150 --> 00:33:27,010 Genesys Cloud customer for some time and also a Zoom 533 00:33:27,010 --> 00:33:32,390 customer. Now, they've called out and identified what they see 534 00:33:32,390 --> 00:33:36,710 is the advantages where if they can bring that video 535 00:33:36,710 --> 00:33:40,330 first experience through video meetings and add that to the 536 00:33:40,330 --> 00:33:45,570 communications, they'll be able to collaborate better together and really 537 00:33:45,570 --> 00:33:50,010 help their employees help them with their customers at that 538 00:33:50,010 --> 00:33:55,580 time of need. Because really, they're doing triage at that 539 00:33:55,580 --> 00:33:58,510 moment of truth that we talked about before, where people 540 00:33:58,510 --> 00:34:00,960 really need to help them. By adding video, that video 541 00:34:00,960 --> 00:34:03,490 experience is going to make it a whole lot better 542 00:34:03,490 --> 00:34:06,070 for what they do, which is pretty important for a 543 00:34:06,070 --> 00:34:10,390 lot of companies. Look, we're really excited to see how 544 00:34:10,670 --> 00:34:17,410 customers are starting to use capabilities between Genesys Cloud and 545 00:34:17,410 --> 00:34:21,590 Zoom and Zoom Phone, but I'm even more excited by 546 00:34:21,590 --> 00:34:23,750 what the new capabilities that we're going to be able 547 00:34:23,750 --> 00:34:27,300 to deliver and we're just getting started on this journey. 548 00:34:28,460 --> 00:34:35,110 Perfect. Okay. We've talked about friction. We've talked about usability. 549 00:34:35,270 --> 00:34:37,880 Let's take a look at what does this look like? 550 00:34:39,130 --> 00:34:42,080 Jeff, do you want to take us through a demo 551 00:34:42,080 --> 00:34:45,900 here? Yeah. I sure will. Let me just take control here. 552 00:34:47,280 --> 00:34:50,739 Okay. Let me just set this up before we get 553 00:34:51,000 --> 00:34:56,830 started. In this walkthrough of the demo, we have a 554 00:34:56,830 --> 00:35:01,300 customer that is utilizing Genesys Cloud and Zoom Phone for 555 00:35:01,300 --> 00:35:04,719 their cloud PBX. We're going to walk through that experience 556 00:35:04,719 --> 00:35:13,460 very quickly. Okay. Control. There we go. Okay. Here we go. 557 00:35:13,460 --> 00:35:18,850 All right. We've got an organization called G Bank and 558 00:35:18,850 --> 00:35:21,760 I'd like you to meet Trey. He's working in the 559 00:35:21,760 --> 00:35:24,890 front office and they're using Genesys Cloud for their front 560 00:35:24,890 --> 00:35:27,530 office here and how are they're going to interact with customers. But as 561 00:35:27,530 --> 00:35:31,750 I mentioned, G Bank uses Zoom Phone as their enterprise 562 00:35:31,750 --> 00:35:36,670 cloud communications system. That front office, that back office, it's 563 00:35:36,670 --> 00:35:39,050 about how we bring them together. We're going to explore 564 00:35:39,570 --> 00:35:44,570 that story here. Okay. First of all, this is the 565 00:35:44,719 --> 00:35:49,710 Genesys Cloud desktop and Trey is one of our customer 566 00:35:49,770 --> 00:35:54,690 service representatives. He's logging into the G Bank queue. You can 567 00:35:54,690 --> 00:35:56,489 see he's going to go on queue there and he 568 00:35:56,489 --> 00:35:59,180 clicks on queue and he can start receiving incoming calls 569 00:35:59,180 --> 00:36:04,170 from customers. As you'd be very surprised, he has a call 570 00:36:04,170 --> 00:36:08,830 that comes in and Lindsay, who's a customer of G 571 00:36:08,830 --> 00:36:13,670 Bank, she rings up. She's wanting more information about a 572 00:36:13,670 --> 00:36:15,420 mortgage on a new vacation home. Trey answers that call. 573 00:36:17,510 --> 00:36:29,150 Okay. Trey is now talking to Lindsay and he's learning 574 00:36:29,150 --> 00:36:34,010 more about what Lindsay wants and actually doesn't have all 575 00:36:34,010 --> 00:36:38,070 the answers to Lindsay's questions. He needs to find someone 576 00:36:38,070 --> 00:36:42,850 in the mortgage department to help Lindsay. Again, he needs 577 00:36:42,980 --> 00:36:45,320 a subject matter expert in the back office, in the 578 00:36:45,320 --> 00:36:49,370 enterprise, to help solve that customer request then and there, 579 00:36:49,370 --> 00:36:54,570 that moment of truth. He asked Lindsay to hold while 580 00:36:54,560 --> 00:36:58,219 he goes to find someone that can help with all 581 00:36:58,219 --> 00:37:05,410 the answers. What Trey does, you can see here, he 582 00:37:05,730 --> 00:37:09,370 looks to do a transfer and he types in'mortgage department,' 583 00:37:09,430 --> 00:37:11,930 which you can see on the screen here. You can 584 00:37:11,930 --> 00:37:16,040 see now by him typing in'mortgage department,' he's brought up 585 00:37:16,080 --> 00:37:19,270 who's available in the mortgage department. We have Chris here 586 00:37:19,270 --> 00:37:22,770 and you can see the little Zoom Phone icon there. 587 00:37:23,980 --> 00:37:27,219 Chris is a Zoom Phone user. This is a real 588 00:37:27,219 --> 00:37:31,620 time presence. Chris is in the mortgage department through that 589 00:37:31,620 --> 00:37:39,700 unified directory we were talking about and importantly, it's green 590 00:37:39,840 --> 00:37:44,219 with our presence showing Chris is available, even though he's 591 00:37:44,219 --> 00:37:50,510 on Zoom Phone. What Chris does is keeps the call 592 00:37:50,510 --> 00:37:57,480 going and places a call to Chris, through his agent 593 00:37:57,480 --> 00:38:01,930 desktop, through Genesys Cloud. Chris, who's on Zoom Phone, through 594 00:38:01,930 --> 00:38:08,950 that unified experience, Chris's phone, Zoom Phone desktop starts ringing. 595 00:38:09,150 --> 00:38:12,860 He can see it's actually from the contact center within 596 00:38:12,860 --> 00:38:18,000 G Bank. He gets that call, knows it's from the 597 00:38:18,000 --> 00:38:22,840 contact center, and starts to speak to Chris about the 598 00:38:23,300 --> 00:38:28,210 query. He mentions that he's got Lindsay on the line, 599 00:38:28,210 --> 00:38:31,600 who's got some questions about this mortgage. What he's going 600 00:38:31,600 --> 00:38:37,670 to do is, he basically... Whoops, sorry. Too many steps. 601 00:38:37,670 --> 00:38:40,590 He basically says, " Chris, can you take the call with 602 00:38:40,590 --> 00:38:44,430 Lindsay?" Chris is very happy to speak to Lindsay and 603 00:38:44,430 --> 00:38:48,190 help her with her mortgage questions. He transfers the call 604 00:38:48,980 --> 00:38:52,670 over to Chris and gets on with helping other customers. 605 00:38:54,989 --> 00:38:57,820 The outcome here was that Trey didn't have to worry 606 00:38:57,820 --> 00:39:02,520 about using another interface, one desktop application, and more importantly, 607 00:39:02,520 --> 00:39:09,160 could collaborate and provide that, what we call 'warm transfer,' 608 00:39:09,440 --> 00:39:12,180 where he could actually speak to Chris, make sure he's 609 00:39:12,180 --> 00:39:15,810 available, make sure more importantly that he's able to help 610 00:39:15,810 --> 00:39:18,420 Lindsay then and there and then connect her to, and 611 00:39:18,420 --> 00:39:20,739 then drop off the call. That's providing that end-to- end 612 00:39:20,739 --> 00:39:24,270 experience between that front office and that back office, collaborating 613 00:39:24,270 --> 00:39:27,620 together without having to worry about what application I'm using 614 00:39:27,620 --> 00:39:35,170 as a native experience. Let's go to the second demo 615 00:39:35,170 --> 00:39:39,230 here. This time we've got I guess, G Bank is 616 00:39:39,710 --> 00:39:44,040 the example customer again. This time, they're using Genesys Cloud 617 00:39:44,660 --> 00:39:49,620 and they use Zoom Meetings for collaboration. We'll take a 618 00:39:49,620 --> 00:39:54,780 slightly different way of this story. Okay. We've got Trey 619 00:39:54,780 --> 00:39:59,830 again. Now, Trey has his Zoom Meetings fully integrated into 620 00:39:59,830 --> 00:40:01,900 the Genesys Cloud desktop. So, you can see he's got 621 00:40:02,150 --> 00:40:08,440 a Zoom meetings platform net. So, he's already fully authenticated 622 00:40:08,500 --> 00:40:12,190 and secure into his Genesys Cloud desktop. So he doesn't 623 00:40:12,190 --> 00:40:15,260 have to think about where the best starting up Zoom 624 00:40:15,260 --> 00:40:19,480 meeting separately. It's already contained within his environment as that 625 00:40:19,480 --> 00:40:23,390 single experience, that unified single experience. So again, in this 626 00:40:23,390 --> 00:40:26,830 situation, he goes back on queue ready to take calls 627 00:40:27,410 --> 00:40:32,460 and yes, we've got Lindsey calling again, similar story. But 628 00:40:32,460 --> 00:40:36,780 in this case, Lindsey is looking for information say on 629 00:40:36,989 --> 00:40:42,690 Gbank's website about a mortgage. So, specific information in this 630 00:40:42,690 --> 00:40:45,780 case. So, what Trey does says, " Yeah, look, let me 631 00:40:46,030 --> 00:40:51,070 help you here." And so Trey puts Lindsey on hold 632 00:40:51,300 --> 00:40:53,910 and he's going to go in again, talk to someone 633 00:40:54,030 --> 00:40:56,640 in the back office that subject matter expert. Yes, you're 634 00:40:56,640 --> 00:40:58,400 probably right. It's going to be Chris again. But what 635 00:41:00,550 --> 00:41:03,270 he does this time, because in this situation, they're not 636 00:41:03,270 --> 00:41:07,610 running the Zoom Phone, but he can see through the 637 00:41:07,610 --> 00:41:11,170 directory here that Chris is available in this case, but 638 00:41:11,170 --> 00:41:14,760 more importantly, he's available and online and what he wants 639 00:41:14,760 --> 00:41:19,300 to do. He actually starts a chat session with Chris 640 00:41:19,489 --> 00:41:23,750 through Genesys Cloud. And through that chat session, he kind 641 00:41:23,750 --> 00:41:25,980 of, if we just click here, " Chris, are you available 642 00:41:25,980 --> 00:41:29,719 to have a quick chat? I need some help short 643 00:41:29,719 --> 00:41:33,570 let's jump on a zoom." So all Trey has to 644 00:41:33,570 --> 00:41:36,680 do from his desktop is click Zoom Meetings. Let's start 645 00:41:36,680 --> 00:41:40,290 a Zoom Meeting, what a great unified experience that is. 646 00:41:40,530 --> 00:41:45,460 So, he clicks the Zoom Meeting link there, and that 647 00:41:46,300 --> 00:41:48,870 creates a Zoom Meeting then and there in the Genesys 648 00:41:48,880 --> 00:41:55,700 Cloud desktop, like you can see here. So, Genesys Cloud 649 00:41:55,760 --> 00:41:59,950 and Zoom Meetings embedded in the single experience. I don't 650 00:42:00,070 --> 00:42:04,210 have to worry about different applications, it's one single unified 651 00:42:04,210 --> 00:42:08,239 tune. So again, Trey and Chris can focus on how 652 00:42:08,239 --> 00:42:12,780 they're going to help this customer. So, Chris quickly explains 653 00:42:12,780 --> 00:42:19,460 where through Zooms screen sharing and shows exactly where the 654 00:42:19,460 --> 00:42:22,810 information is on the Gbank website, so he can help 655 00:42:23,120 --> 00:42:27,570 Lindsey with this query. So, Chris has been able to help, 656 00:42:27,620 --> 00:42:29,950 they've been able to collaborate in real time, that real- 657 00:42:29,950 --> 00:42:33,530 time resolution that we spoke about before. And with that, 658 00:42:34,320 --> 00:42:37,050 Trey goes back to Lindsey to say, " Yeah, let me 659 00:42:37,050 --> 00:42:39,800 help you. It's on the website." But Lindsey says, in 660 00:42:39,800 --> 00:42:42,410 this case, " I'm actually not in front of my computer. 661 00:42:42,630 --> 00:42:48,070 Could you send me a link through an SMS so 662 00:42:48,070 --> 00:42:50,250 I can look at it on my phone later." So 663 00:42:50,250 --> 00:42:53,940 he says" Sure." So, Trey sends an SMS with that 664 00:42:53,940 --> 00:42:59,440 link, that URL to Lindsey on her phone. And Lindsey's 665 00:42:59,440 --> 00:43:02,870 got the information she needs. And again, that front office 666 00:43:02,870 --> 00:43:07,260 and that back office through communication and collaboration, not into 667 00:43:07,260 --> 00:43:10,489 worrying about the technology, but worrying about what the customer outcome 668 00:43:10,489 --> 00:43:15,040 is, helping resolve that. So that's a little bit of 669 00:43:17,660 --> 00:43:19,830 an example, a bit of a sneak peek there on 670 00:43:19,830 --> 00:43:23,860 how Genesys Cloud with Zoom Phone can provide that video 671 00:43:23,860 --> 00:43:27,960 first communication and collaboration experience. So again, across the whole 672 00:43:27,960 --> 00:43:32,830 enterprise or alternatively being able to use Zoom Meetings to 673 00:43:32,830 --> 00:43:35,230 spin up and drive into the, if a customer is 674 00:43:35,230 --> 00:43:38,250 using Zoom Meetings as a key part of the collaboration, 675 00:43:38,480 --> 00:43:41,020 we can integrate with Zoom Meetings as well and provide 676 00:43:41,020 --> 00:43:46,370 that single unified experience, that'd be Randy. All right. So 677 00:43:46,370 --> 00:43:48,850 as we can tell from the slide Q& A is 678 00:43:48,850 --> 00:43:52,870 coming up next. We've got, we're sure you guys have a lot of 679 00:43:52,870 --> 00:43:55,030 questions. I see the number is getting bigger under the 680 00:43:55,030 --> 00:43:58,560 Q& A tab here in Zoom. So to give you 681 00:43:58,560 --> 00:44:01,469 guys a little bit more time, if you have additional 682 00:44:01,469 --> 00:44:03,390 questions you want to write and to give us time 683 00:44:03,610 --> 00:44:05,780 to go look at the questions that are already there, 684 00:44:05,960 --> 00:44:09,270 let's do a poll. And so if Josh can put 685 00:44:09,270 --> 00:44:13,440 the poll up. Awesome. Okay. So you guys take a 686 00:44:13,440 --> 00:44:16,489 look at the poll, give us some more feedback on 687 00:44:16,489 --> 00:44:21,200 how you're using these different collaborations systems. And we're going 688 00:44:21,200 --> 00:44:25,969 to go look at the Q& A. And that's just 689 00:44:25,969 --> 00:44:29,250 as a friendly reminder to everybody as you're throwing questions 690 00:44:29,250 --> 00:44:32,480 into the Q& A window, we have about 15- ish 691 00:44:32,480 --> 00:44:36,080 minutes left on today's session. So don't fret if we 692 00:44:36,080 --> 00:44:38,440 don't make it to your question live, we will follow 693 00:44:38,440 --> 00:44:40,600 up with you via email within the next few business 694 00:44:40,600 --> 00:44:44,100 days. And as we're about to close out the poll 695 00:44:44,100 --> 00:44:46,730 here, just go ahead and remember to use the Q& 696 00:44:46,730 --> 00:44:48,820 A window and not the chat window, just so that 697 00:44:48,820 --> 00:45:16,110 we don't miss your questions moving forward. All right. Time 698 00:45:16,110 --> 00:45:19,910 goes so fast when you're on this side. It's And 699 00:45:24,290 --> 00:45:26,560 just let me know, Randy, when you want to see those results. 700 00:45:26,710 --> 00:45:30,570 Yeah. Tell me when you want to throw that. Yep. 701 00:45:30,570 --> 00:45:34,350 I'll go ahead and throw them up now. So you 702 00:45:34,350 --> 00:45:37,420 should see them on your screen. All right. Neil is 703 00:45:37,489 --> 00:45:41,969 smiling at this point. Yeah. And you've got some opportunities. 704 00:45:41,969 --> 00:45:46,330 Look at those other companies that are using... It's a big 705 00:45:46,330 --> 00:45:50,070 market. It's a big market. It is! It's room for 706 00:45:50,070 --> 00:45:59,540 everybody. Lots of solutions out there. Yep. All right. So, 707 00:45:59,540 --> 00:46:02,750 I got some good questions in here. I think some 708 00:46:02,750 --> 00:46:06,760 of these we have answered peripherally as we've been going 709 00:46:06,760 --> 00:46:08,960 through it so far, but I know the one question 710 00:46:09,360 --> 00:46:12,430 that we hear a lot is how do you get 711 00:46:12,450 --> 00:46:17,090 on board? So Jeff, basically a call us thing? Yeah, 712 00:46:17,130 --> 00:46:22,730 sure. Look, we're going to end with the Genesys. com/ 713 00:46:22,730 --> 00:46:27,650 Zoom link I know in a little while, but what 714 00:46:27,650 --> 00:46:29,440 I would be suggesting is go have a look at 715 00:46:29,440 --> 00:46:33,840 Genesys. com/ Zoom as a standpoint. And there's a start 716 00:46:33,840 --> 00:46:37,700 zooming button right there. And you can connect with us 717 00:46:37,700 --> 00:46:41,360 and we'll have someone speak to you real quickly. So, 718 00:46:42,239 --> 00:46:45,000 my advice is if you want to learn more, but 719 00:46:45,000 --> 00:46:48,180 also get started and you might be a Zoom customer 720 00:46:48,180 --> 00:46:53,040 and a Genesys customer already you can start and we'll 721 00:46:53,040 --> 00:46:55,420 get you, we'll start that conversation so you can get 722 00:46:55,420 --> 00:47:02,320 ready for next month. So Genesys.com/Zoom. Okay. So, Neil, you 723 00:47:02,320 --> 00:47:05,190 guys, if there're Zoom customer and they're interested in looking 724 00:47:05,190 --> 00:47:09,420 at Genesys Cloud, what should they do? Yeah. If you're 725 00:47:09,420 --> 00:47:12,670 an existing customer feel free to go to Genesys/ Zoom 726 00:47:12,670 --> 00:47:14,780 and reach out to them directly. They know how to 727 00:47:14,780 --> 00:47:16,410 get in touch with us and how to set it 728 00:47:16,410 --> 00:47:20,420 up or work with your existing account executive at Zoom. 729 00:47:20,640 --> 00:47:23,440 And they'll also bring in the appropriate people from the 730 00:47:23,440 --> 00:47:26,750 Zoom Phone team, as well as the Genesys team. So 731 00:47:26,750 --> 00:47:28,590 I think we want to eliminate as much friction as 732 00:47:28,590 --> 00:47:31,420 possible. If you're a customer of either one of the 733 00:47:31,420 --> 00:47:34,620 platforms already today, just reach out to your current account 734 00:47:34,620 --> 00:47:37,410 executive and we'll make sure that everything's routed and we 735 00:47:37,410 --> 00:47:41,910 get you taken care of as fast as possible. Okay. 736 00:47:41,969 --> 00:47:45,230 So, I see a recurring question in here about using 737 00:47:46,260 --> 00:47:51,520 Zoom to support between agents and customers. And I know 738 00:47:51,520 --> 00:47:54,140 this is one of the things that we've had lots 739 00:47:54,140 --> 00:47:59,370 and lots of conversations about internally. Jeff, take it away. 740 00:47:59,640 --> 00:48:03,300 That's a great question and a question that is a constant 741 00:48:03,670 --> 00:48:07,270 part of our conversation as you suggested. As you would 742 00:48:07,270 --> 00:48:10,350 have noticed from today's presentation, we've been talking very much 743 00:48:10,350 --> 00:48:14,239 around the collaboration between the front office and the back 744 00:48:14,239 --> 00:48:19,560 office. That is very much where we want to start 745 00:48:19,560 --> 00:48:24,400 with our Genesys Cloud and Zoom journey. But as part 746 00:48:24,400 --> 00:48:28,110 of that journey, we definitely see some key use cases 747 00:48:28,110 --> 00:48:32,969 for the ability to use video power through Zoom with 748 00:48:33,570 --> 00:48:37,770 customers directly. This is definitely on our roadmap, but in 749 00:48:37,770 --> 00:48:42,270 this, I guess, first drop that we're delivering next month. 750 00:48:42,550 --> 00:48:44,770 We're really focusing on bringing that front office and that 751 00:48:44,770 --> 00:48:48,500 back office together. Same time, we also want to get 752 00:48:48,500 --> 00:48:52,830 feedback from customers who are utilizing that new experience that 753 00:48:52,830 --> 00:48:56,250 we're delivering together and get some real world feedback. Because 754 00:48:56,620 --> 00:48:59,469 the same time we've also had a lot of feedback where 755 00:49:00,100 --> 00:49:05,450 providing video in a contact center sphere has historically been 756 00:49:05,450 --> 00:49:09,530 perceived with different thoughts and considerations because it is a 757 00:49:09,530 --> 00:49:13,040 visual experience. I think also the last few months, we've 758 00:49:13,040 --> 00:49:16,560 all learned that the video experience is such an important 759 00:49:16,560 --> 00:49:19,450 experience and at the same time, we've all learned how 760 00:49:19,450 --> 00:49:22,400 to drive video experiences. I can see this changing really 761 00:49:22,400 --> 00:49:27,230 rapidly in the market that providing customer video experiences into 762 00:49:27,230 --> 00:49:29,170 the contact center it's going to become a very key 763 00:49:29,170 --> 00:49:34,110 way of interacting and engaging and helping customers. The answer 764 00:49:34,480 --> 00:49:39,860 is not today, but in the near future. I think 765 00:49:39,860 --> 00:49:42,560 this is interesting. I mean, from a cloud culture, you 766 00:49:42,560 --> 00:49:46,700 want to get there with something that's useful as quickly as 767 00:49:46,700 --> 00:49:50,830 you can and then build from that. That's part of 768 00:49:50,830 --> 00:49:55,430 our approach with Genesys Cloud. This is fantastically useful, what 769 00:49:55,430 --> 00:50:00,150 we're going to be offering now. But we got room 770 00:50:00,150 --> 00:50:05,930 to grow. Oh, this is a first grade step, but 771 00:50:05,930 --> 00:50:10,110 we've got a very exciting roadmap that we're looking to develop but 772 00:50:10,200 --> 00:50:12,330 we want to make sure it's delivering the right outcomes 773 00:50:12,330 --> 00:50:22,210 for our customers. Neil, you want to throw in on that? I think just 774 00:50:22,210 --> 00:50:26,830 removing that friction is key to what we're doing. I 775 00:50:26,830 --> 00:50:28,840 didn't really have anything more to add. I thought Jeff 776 00:50:28,900 --> 00:50:36,140 covered it brilliantly. Okay. One of the things that we hear 777 00:50:36,140 --> 00:50:40,700 as a recurring question on the customer experience side, it's 778 00:50:41,430 --> 00:50:49,320 a lot of focus on efficiency and how long it 779 00:50:49,320 --> 00:50:53,060 takes to resolve issues. Do you think we're going to 780 00:50:53,060 --> 00:50:58,050 be seeing any time- savings or improved resolution rate through 781 00:50:58,070 --> 00:51:06,719 using these two fantastic cloud solutions together? Randy, I think 782 00:51:06,719 --> 00:51:10,770 that's been a key theme of today actually is you 783 00:51:10,770 --> 00:51:18,260 remove friction, you empower employees across the whole organization. And 784 00:51:18,260 --> 00:51:21,969 you let people focus on, I guess, the outcomes they're 785 00:51:21,969 --> 00:51:25,760 trying to deliver. That creates efficiencies in its own right. 786 00:51:26,040 --> 00:51:30,969 The ability to have that presence, that unified directory and 787 00:51:30,969 --> 00:51:33,690 the ability to be able to transfer calls back and 788 00:51:33,690 --> 00:51:38,580 forth, seamlessly between Zoom Phone and Genesys Cloud without having 789 00:51:38,580 --> 00:51:40,710 to worry about what number I have to dial or 790 00:51:40,710 --> 00:51:44,320 what extension its on. It's all being able to search 791 00:51:44,380 --> 00:51:49,430 point and click type experiences, natively in that desktop that 792 00:51:49,430 --> 00:52:00,060 has inherent efficiencies. So the answer is, yes. Great. I 793 00:52:00,060 --> 00:52:02,730 do see a question here. This is the last question 794 00:52:02,730 --> 00:52:06,239 and then we need to move on to winding this up 795 00:52:06,239 --> 00:52:11,170 is, what are customers doing for archiving and playback of 796 00:52:11,170 --> 00:52:15,100 the video- based interactions? Neil. How's that going? I mean 797 00:52:15,700 --> 00:52:18,280 other than the- Can you repeat that? You broke up, 798 00:52:18,280 --> 00:52:24,650 just for a second. Sorry. Randy, could you repeat the 799 00:52:24,650 --> 00:52:29,739 question? Oh, yeah. Sorry. I was talking and not listening. 800 00:52:32,010 --> 00:52:35,510 How does the solution work with recording? I mean, those 801 00:52:35,590 --> 00:52:37,380 of us that are our Zoom users we know that 802 00:52:38,010 --> 00:52:39,880 seems to be one of those things in the settings 803 00:52:39,880 --> 00:52:42,890 that you can turn on and off for everything. How's 804 00:52:42,890 --> 00:52:47,190 that going? If you are elevating into a Zoom Meeting, 805 00:52:47,560 --> 00:52:52,380 we support recording on Zoom Phone as well. There's a 806 00:52:52,380 --> 00:52:55,640 couple of different options, we support on- demand recording. It's 807 00:52:55,640 --> 00:52:58,060 up to the agent or the user to initiate that 808 00:52:58,060 --> 00:53:02,180 recording in a meeting or on the phone call. We 809 00:53:02,180 --> 00:53:05,610 also support full- time automatic recording. Then you also have 810 00:53:05,610 --> 00:53:08,960 a choice as to where those recordings are stored. If 811 00:53:08,960 --> 00:53:12,300 it's more ad hoc, less formal, you can have on- 812 00:53:12,300 --> 00:53:14,540 demand call recording and have it stored locally on the 813 00:53:14,540 --> 00:53:18,320 users PC or they can opt to have it stored 814 00:53:18,450 --> 00:53:23,270 in Zoom's Cloud. Then once it's been stored, then you 815 00:53:23,270 --> 00:53:26,550 have the ability to export it, archive it, set data 816 00:53:26,550 --> 00:53:30,190 retention policies around it. Then we also have the ability 817 00:53:30,190 --> 00:53:33,950 to transcribe every recording. If you don't want to go 818 00:53:33,950 --> 00:53:36,380 back and listen to a Zoom Phone call recording or 819 00:53:36,380 --> 00:53:40,180 a Zoom Meeting recording, we provide automatic transcription services for 820 00:53:40,180 --> 00:53:43,610 free, it's part of the plan. I want some of 821 00:53:43,610 --> 00:53:48,469 that. I'm going to start using that. All right. We 822 00:53:48,469 --> 00:53:54,469 getting close to the end here. Everybody in our market 823 00:53:54,469 --> 00:53:58,350 is obsessed with digital and AI right now, for customer 824 00:53:58,350 --> 00:54:01,989 experience and it's a worthwhile conversation. But we all have 825 00:54:01,989 --> 00:54:06,810 seen during the disruption that we've been going through this 826 00:54:06,810 --> 00:54:11,969 year, that every day, how voice is still important. Especially 827 00:54:12,280 --> 00:54:14,710 when you can escalate that to video and you can 828 00:54:14,710 --> 00:54:19,890 add screen- share and these other collaboration channels easily. It's 829 00:54:19,890 --> 00:54:23,930 the most reliable way to deal with complex issues. This 830 00:54:23,930 --> 00:54:27,630 year it's pushed a lot of limits. Voice is changing 831 00:54:27,880 --> 00:54:33,790 and it's changing probably forever. Voice with video and collaboration, 832 00:54:34,080 --> 00:54:39,239 to share views, is now becoming the standard. Zoom shows 833 00:54:39,239 --> 00:54:43,469 that the power of flexibility and video collaboration is clear. 834 00:54:43,580 --> 00:54:47,750 As two cloud companies, we are embracing the potential that 835 00:54:47,760 --> 00:54:52,210 API integration will let us create. Genesys is pleased to 836 00:54:52,210 --> 00:54:57,020 start now. We're bringing customers the flexibility of Zoom Phone 837 00:54:57,020 --> 00:55:01,330 today and yes, that's July. But as we showed, it's 838 00:55:01,330 --> 00:55:04,610 already being used by some customers and if you start 839 00:55:04,610 --> 00:55:07,380 poking around, you'll start seeing signs of it popping up 840 00:55:07,380 --> 00:55:13,800 all over the place. We're bringing customers onboard, we want 841 00:55:13,800 --> 00:55:17,330 to share this flexibility with you. We're excited about what's 842 00:55:17,330 --> 00:55:22,469 going to come next and Neil bring it home. All 843 00:55:22,469 --> 00:55:25,440 right. Well, I just wanted to thank everybody for joining 844 00:55:25,440 --> 00:55:30,600 today's webinar. Zoom is all about connecting people, just like 845 00:55:30,610 --> 00:55:33,430 Genesys is and we want to eliminate as much friction 846 00:55:33,430 --> 00:55:37,330 as possible in between all of those interactions. Working closely 847 00:55:37,330 --> 00:55:40,270 with Genesys, I think we're bringing the market, this summer, 848 00:55:40,270 --> 00:55:43,590 a best of breed solution to accommodate all of those 849 00:55:43,590 --> 00:55:47,340 interactions. I just want to thank Randy, thank Jeff, and 850 00:55:47,340 --> 00:55:49,410 the rest of the Genesys team for allowing us to 851 00:55:49,590 --> 00:55:53,930 be here today. All right. Thank you. Thank you both. 852 00:55:55,710 --> 00:56:00,390 Here's that URL. You guys have a great day. Josh, 853 00:56:01,870 --> 00:56:06,310 wind it up. Will do. Thanks everybody for attending today's 854 00:56:06,320 --> 00:56:09,330 webcast. As I mentioned before, if you missed anything throughout 855 00:56:09,330 --> 00:56:13,290 today's presentation, you accidentally joined late, that's okay. Stay tuned, 856 00:56:13,290 --> 00:56:15,610 within the next few business days, you will receive a 857 00:56:15,610 --> 00:56:17,770 link to the on- demand recording to view at your 858 00:56:17,770 --> 00:56:21,469 convenience. As everybody's already mentioned, and as you can see 859 00:56:21,469 --> 00:56:24,040 on your screen, make sure you check out genesis. com/ 860 00:56:24,040 --> 00:56:28,080 zoom for additional information. As always until next time, have 861 00:56:28,080 --> 00:56:28,820 a good one, everyone.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001t7KLQAY"] Meet the Speakers Niel Levonius Product Marketing Lead Zoom Randy Carter Senior Director, Product Marketing Genesys Jeff Wise Vice President, Strategic Alliances Genesys

Webinar Bytes Genesys + Zoom: Seamless cloud communications for great customer experiences [cutoff co_thick="2px"]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.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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.[cutoff co_thick="2px"] Meet the Speakers Niel Levonius Product Marketing Lead Zoom Randy Carter Senior Director, Product Marketing Genesys Jeff Wise Vice President, Strategic Alliances Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:03,150 Now a little bit about Genesys. We have been around 2 00:00:03,150 --> 00:00:06,910 a long time. We're really uniquely positioned in this industry because 3 00:00:07,710 --> 00:00:11,900 now, when it becomes uniquely valuable, is that we're really 4 00:00:11,900 --> 00:00:15,360 a company that believes in self disruption and we've led 5 00:00:15,360 --> 00:00:19,260 continuous change after continuous change. And today is actually going 6 00:00:19,260 --> 00:00:23,590 to be no different. We started before cloud even existed, 7 00:00:24,020 --> 00:00:27,560 but today we're a global cloud company and we're going 8 00:00:27,560 --> 00:00:31,050 to talk about what that means as well. We've pioneered omni- 9 00:00:31,050 --> 00:00:36,420 channel multi- channel customer engagement because customers keep changing and 10 00:00:36,420 --> 00:00:39,790 more importantly, they are changing how they want to engage. 11 00:00:40,230 --> 00:00:45,390 So today now we power our customer's experiences with AI 12 00:00:45,600 --> 00:00:50,100 fueled by data, across multiple sources, using an agile cloud 13 00:00:50,100 --> 00:00:54,340 culture. And Genesys is really creating the one of the 14 00:00:54,340 --> 00:00:58,100 most scalable cloud- based customer experience platforms in the industry. 15 00:00:58,750 --> 00:01:01,680 But at the end of the day, it's the moment 16 00:01:01,680 --> 00:01:05,610 of truth that really matters. And, it's when that customer connects 17 00:01:06,120 --> 00:01:10,770 and they need help and we help our customers with 18 00:01:10,850 --> 00:01:14,790 billions of different customer interactions every year and all about 19 00:01:14,790 --> 00:01:18,029 helping our customers connect with their customers at that moment 20 00:01:18,200 --> 00:01:23,260 of truth. And as a result of that, customers worldwide, 21 00:01:23,290 --> 00:01:26,719 large global brands trust us with helping them connect with 22 00:01:26,719 --> 00:01:30,710 their customers. So it's great to be here, Randy, thanks 23 00:01:30,710 --> 00:01:35,440 for the opportunity to talk about Genesys and what we're doing with Zoom. All 24 00:01:35,440 --> 00:01:38,250 right. Now we're going to pivot over and talk to 25 00:01:38,290 --> 00:01:41,670 Neil. Same question. Tell us about, in a bit about 26 00:01:41,700 --> 00:01:45,710 Zoom? Yeah. So thank you, Randy. It's great to be 27 00:01:45,710 --> 00:01:48,640 here. So my name is Neil Levonius and I'm a 28 00:01:48,640 --> 00:01:52,320 product marketing lead for Zoom phone, our cloud phone system. 29 00:01:53,460 --> 00:01:56,950 So, you probably know what Zoom is. I think a 30 00:01:56,950 --> 00:01:59,750 lot of people are using it now and really what 31 00:01:59,750 --> 00:02:02,200 our story is? What our vision is? Is that we 32 00:02:02,200 --> 00:02:06,080 are creating a platform that enables video communications to empower 33 00:02:06,080 --> 00:02:10,490 people, to accomplish anything they want to be and to 34 00:02:10,490 --> 00:02:13,510 be always connected. And so when you think about the 35 00:02:13,510 --> 00:02:17,600 way we communicate today, it's radically changed. We have over 36 00:02:17,620 --> 00:02:22,200 300 million daily active meeting participants using the Zoom platform 37 00:02:22,200 --> 00:02:25,640 every day, and they're not just using it for video. 38 00:02:25,840 --> 00:02:29,620 We created this platform that does video. It does chat, 39 00:02:29,670 --> 00:02:34,779 it does phone calls, it supports conference rooms, large webinars 40 00:02:34,779 --> 00:02:37,529 like we're doing right now and all of these different 41 00:02:37,529 --> 00:02:40,330 things. And the reason why this has come about is 42 00:02:40,330 --> 00:02:45,930 because people need flexibility. They're working from everywhere. They're working 43 00:02:45,930 --> 00:02:48,400 on all of these different devices and they want a 44 00:02:48,400 --> 00:02:52,390 consistent user experience across everything. So when I think about 45 00:02:52,390 --> 00:02:54,529 my 14 year old daughter, she's going to be a 46 00:02:54,529 --> 00:02:57,800 sophomore in high school this year. And if I give 47 00:02:57,800 --> 00:02:59,700 her a phone call. If I call her on the 48 00:02:59,700 --> 00:03:01,980 phone like this, it freaks her out. She doesn't know 49 00:03:01,980 --> 00:03:03,700 what that is. She's not going to put a phone 50 00:03:03,700 --> 00:03:06,910 up to her ear because that's so strange. But if 51 00:03:06,910 --> 00:03:09,910 I send her a text message, she responds right away. 52 00:03:09,910 --> 00:03:12,580 Cause she's very happy using text. And then if she 53 00:03:12,580 --> 00:03:14,370 wants to get ahold of me in real time, what 54 00:03:14,370 --> 00:03:17,850 does she do? She FaceTimes me. She sends Zoom because 55 00:03:17,969 --> 00:03:21,310 people are shifting, the culture is shifting to being very 56 00:03:21,310 --> 00:03:24,590 comfortable with video. Now that doesn't discount any of the 57 00:03:24,590 --> 00:03:28,040 other modalities, then that's why you need a platform that 58 00:03:28,040 --> 00:03:30,730 can support all of them. Voice is still very important. 59 00:03:30,760 --> 00:03:32,830 It ends up being the lowest common denominator and how 60 00:03:32,830 --> 00:03:35,830 we communicate because it's a ubiquitous platform that can be 61 00:03:35,830 --> 00:03:38,530 found everywhere, but then people are very comfortable with chat, 62 00:03:38,600 --> 00:03:41,670 SMS and then video, when you want to have that 63 00:03:41,670 --> 00:03:45,060 more personal touch. So that's what the Zoom platform has 64 00:03:45,060 --> 00:03:48,390 really been designed for. And then partnering with companies like 65 00:03:48,410 --> 00:03:52,510 Genesys to bring our capabilities together, to provide this really 66 00:03:52,510 --> 00:03:55,840 best of breed solution is very exciting.

FCW Cloud Summit: Innovation in Government: Best Practices When Migrating to the Cloud [cutoff co_thick="2px"]Moving to the cloud is a key step of the modernization process to achieve the agency mission, while serving citizens. Government and industry speakers at the FCW Cloud Summit shared their insight on why the question is no longer whether government agencies should move to the cloud, recognizing that many agencies are already on that journey. This session shares how migrating the contact center into the cloud enables the agency to achieve efficiencies, scalability, and security with FedRAMP. Agencies can achieve quick wins and prepare themselves for emerging technologies, such as automation and AI, and new capabilities.[mktoform cta_header="Watch On-Demand" cta_button="Watch now" cms_hold="RG" cid_id="7011T000001t8sxQAA"] Meet the Speakers Tony Pearson Solutions Consultant Leader Federal Public Sector Genesys

(Optional) Pre Header [this_page_title] (Optional) Sub Title Intro Here.[cutoff co_thick="2px"][webinarschedule][webinarschedulesingle]I am text block. Click edit button to change this text. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.I am text block. Click edit button to change this text. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo. I am text block. Click edit button to change this text. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.I am text block. Click edit button to change this text. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo. I am text block. Click edit button to change this text. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.I am text block. Click edit button to change this text. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.[mktoform cms_hold="RG"] Meet the Speakers Speaker Name Speaker Title LIne 1 Speaker Title Line 2 Speaker Company Speaker Name Speaker Title LIne 1 Speaker Title Line 2 Speaker Company Speaker Name Speaker Title LIne 1 Speaker Title Line 2 Speaker Company Speaker Name Speaker Title LIne 1 Speaker Title Line 2 Speaker Company

[this_page_title] [cutoff co_thick="2px"]For the government to properly serve its mission, agencies need engaged employees. Yet, the annual Federal Employee Viewpoint Survey shows that government employees often feel like don’t have the proper tools and resources they need to get their job done. The cloud can alleviate some of those issues. This OnDemand fireside chat with government and industry experts discusses how the cloud can boost employee engagement. Specifically, you'll learn: Why government employees feel like they don't have the proper tools and resources to get their jobs done. The biggest barriers, including, leadership buy-in, budget and security challenges that prevent governments from modernizing. How successful organizations have boosted employee engagement with the cloud. [mktoform form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cms_hold="RG" cid_id="7011T000001t7z9QAA" url="https://www.genesys.com/campaign/govloop-fireside-chat-how-the-cloud-can-boost-employee-engagement" ar_url="https://www.genesys.com/campaign/govloop-fireside-chat-how-the-cloud-can-boost-employee-engagement"] Meet the Speakers David York Senior Vice President, US Public Sector, Genesys Ryan Hillard Systems Developer, Small Business Administration

Webinar Bytes [Webinar Bytes] Genesys Engage + Microsoft Azure: Transform your customer experience in the cloud 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.JTNDJTIxLS0lMjBTVEFSVCUzQSUyMFBhcm1vbmljJTIwRW1iZWQlMjBmb3IlMjBUaGFuayUyMFlvdSUyMHBhZ2UlMjAtLSUzRSUwQSUyMCUyMCUyMCUyMCUzQ2lmcmFtZSUyMHNyYyUzRCUyMmh0dHBzJTNBJTJGJTJGZ28ucGFybW9uaWMuY29tJTJGd2lkZ2V0JTJGcHJldmlldyUyRjE2MTMlM0Z3ZWJpbmFyVmlzaWJsZSUzRGZhbHNlJTI2bW9tZW50SWRzJTNEOTA5MiUyNm1vbWVudElkcyUzRDkwOTMlMjZtb21lbnRJZHMlM0Q5MDA1JTI2bW9tZW50SWRzJTNEODk3MCUyNm1vbWVudElkcyUzRDg5NzElMjIlMjB3aWR0aCUzRCUyMjEwMCUyNSUyMiUyMGhlaWdodCUzRCUyMjQ1MHB4JTIyJTIwZnJhbWVib3JkZXIlM0QlMjIwJTIyJTNFJTNDJTJGaWZyYW1lJTNFJTBBJTNDJTIxLS0lMjBFTkQlM0ElMjBQYXJtb25pYyUyMEVtYmVkJTIwZm9yJTIwVGhhbmslMjBZb3UlMjBwYWdlJTIwLS0lM0U=Personalized customer experiences are your best way to build trust and drive loyalty. As cloud technologies rapidly evolve to meet these demands, so does Genesys. Genesys Engage on Azure brings the best of the industry together with a multi-tenant architecture that lets you innovate faster and improve business agility. Leverage the cloud and artificial intelligence (AI) to gain deeper insights and provide tailor-made experiences. In these webinar bytes, learn how the Genesys and Microsoft partnership unlocks new value, personalization and insights for you via MS Dynamics, MS Teams and MS Cognitive Services. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers David Totten CTO, US Partner Ecosystem Microsoft Jeff Wise VP Strategic Alliances Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:02,060 Genesys and Microsoft have brought 2 00:00:02,060 --> 00:00:03,590 all this technology together to 3 00:00:03,590 --> 00:00:05,030 be able to allow and 4 00:00:05,030 --> 00:00:06,800 create what we believe are 5 00:00:06,800 --> 00:00:10,000 these important, empathetic moments, and 6 00:00:10,000 --> 00:00:11,630 that, when you have empathy, 7 00:00:12,050 --> 00:00:13,880 it leads to trust and 8 00:00:13,880 --> 00:00:16,040 it leads to loyalty. Because 9 00:00:16,040 --> 00:00:17,360 we all know, when you 10 00:00:17,360 --> 00:00:18,520 create a one- on- one 11 00:00:18,530 --> 00:00:20,140 relationship, and we all know 12 00:00:20,140 --> 00:00:21,150 this in our own daily 13 00:00:21,150 --> 00:00:24,540 lives. The more I know 14 00:00:24,540 --> 00:00:26,620 about you and the more I 15 00:00:26,620 --> 00:00:29,590 understand about your situation, and 16 00:00:29,990 --> 00:00:30,740 when I can have that 17 00:00:30,740 --> 00:00:33,650 empathetic connection, it really just 18 00:00:33,650 --> 00:00:35,070 leads to a better outcome. 19 00:00:36,120 --> 00:00:37,450 That's what we call experiences as 20 00:00:37,450 --> 00:00:41,770 a service. That's how personalization 21 00:00:42,620 --> 00:00:44,970 empathy, really driving that connection, 22 00:00:45,720 --> 00:00:48,000 creating that trust, creating loyalty 23 00:00:48,240 --> 00:00:50,220 will then ensure that that 24 00:00:50,220 --> 00:00:52,620 switching costs doesn't become an 25 00:00:52,620 --> 00:00:56,170 issue because that personalized experience 26 00:00:56,470 --> 00:01:00,010 is ensuring that loyalty. Yeah. 27 00:01:00,470 --> 00:01:02,190 Let me add to that quickly, Jeff. 28 00:01:02,690 --> 00:01:03,990 It's interesting because now, it 29 00:01:04,200 --> 00:01:05,790 used to be, if a 30 00:01:05,790 --> 00:01:08,010 customer felt like the company 31 00:01:08,010 --> 00:01:10,380 knew them, or remembered their 32 00:01:10,380 --> 00:01:12,150 information, or had their details, 33 00:01:12,150 --> 00:01:13,650 or had their preferences while 34 00:01:13,650 --> 00:01:15,030 coming in the door, that 35 00:01:15,030 --> 00:01:15,920 used to be almost a 36 00:01:15,920 --> 00:01:16,730 nice to have, or a 37 00:01:16,730 --> 00:01:18,110 great tab. That's a great 38 00:01:18,680 --> 00:01:19,780 experience to have. Now it's 39 00:01:19,780 --> 00:01:20,670 becoming a little bit more 40 00:01:20,670 --> 00:01:24,180 of an expectation. The power 41 00:01:24,180 --> 00:01:25,340 of the internet and how 42 00:01:25,340 --> 00:01:27,000 we engage with different services 43 00:01:27,000 --> 00:01:29,360 across the internet and mobile 44 00:01:29,560 --> 00:01:31,760 technologies now has created this 45 00:01:31,760 --> 00:01:34,680 expectation that companies we interact 46 00:01:34,680 --> 00:01:35,640 with, who we share data 47 00:01:35,640 --> 00:01:37,000 with, who we transact with, 48 00:01:37,310 --> 00:01:38,740 know who I am, what 49 00:01:38,740 --> 00:01:39,930 my preferences are and what 50 00:01:39,930 --> 00:01:40,680 I want to do when 51 00:01:40,680 --> 00:01:41,940 I come into their platform. 52 00:01:42,630 --> 00:01:45,180 It's not just necessarily experiences as 53 00:01:45,180 --> 00:01:46,280 a service. I always call 54 00:01:46,280 --> 00:01:48,150 it experience as an expectation 55 00:01:49,330 --> 00:01:52,170 that we want that personalized 56 00:01:52,170 --> 00:01:53,940 approach that anybody that we 57 00:01:53,940 --> 00:01:54,850 interact with, or that we 58 00:01:54,850 --> 00:01:56,610 have commerce with, really knows 59 00:01:56,610 --> 00:01:57,840 who we are, why I'm 60 00:01:57,840 --> 00:01:58,890 at their platform and what 61 00:01:58,890 --> 00:01:59,870 I want to do with 62 00:01:59,870 --> 00:02:05,370 them. Oh, 100% David. The 63 00:02:05,770 --> 00:02:10,510 research confirms this, that organizations 64 00:02:10,570 --> 00:02:14,370 that grow the personalization and 65 00:02:14,370 --> 00:02:16,650 establish loyalty is good for 66 00:02:16,650 --> 00:02:19,640 business. The Harvard business review 67 00:02:19,640 --> 00:02:21,870 here has confirmed that. There's 68 00:02:21,870 --> 00:02:24,310 lots of other strong research 69 00:02:24,370 --> 00:02:26,170 that just shows, when you 70 00:02:26,170 --> 00:02:27,790 start with the customer experience 71 00:02:29,020 --> 00:02:31,410 and create loyalty, it's not 72 00:02:31,410 --> 00:02:32,970 just good for the customer, 73 00:02:33,090 --> 00:02:33,790 but it's great for the 74 00:02:33,790 --> 00:02:34,320 business.

AppFoundry Webinar Five ways to leverage AI and agent assist to improve customer experience [cutoff co_thick="2px"]Wednesday, June 3, 2020 at 8AM PST The percentage of difficult inquiries that agents receive has more than doubled since the COVID-19 pandemic hit the global economy. In addition, supporting remote workers puts more pressure on your communications and support processes. This informative and fast-paced webinar will focus on the cutting-edge technologies and integrations you can use to get more out of your current contact center resources. Get details on five new technologies you can use now to improve the efficiency and quality of your remote workforce. Sign up for this webinar today.  Free gifts and promotions will be given away at the live webinar.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001t73KQAQ"] Meet the Speakers Sedarius Perrotta Head of Innovation Shelf Jeff Stroum Director, Solution Consultants Shelf

AppFoundry Webinar The role of Voice AI in business continuity [cutoff co_thick="2px"]Friday, May 29, 2020 at 8AM PST Business-as-usual in the call center is transforming — from the technology to analyze calls, to team structure, to how remote agents are enabled to provide more empathetic customer experiences. As we enter month three of one of the biggest global disruptions contact centers have seen, business continuity is becoming an increasingly delicate challenge. From assessing financial and operational risks to helping a newly-minted remote workforce rapidly adopt new messaging and processes, agility will be the defining feature of contact centers who are able to weather the storm. And Voice AI is a tool that can help you succeed. In this webinar, you’ll learn: Top voice interactions you should be monitoring to mitigate business impact of COVID-19 Ways to use Voice AI to improve customer experiences at scale How to leverage voice calls to coach your agents on empathy and productivity Actionable tips for automating QA process and agent evaluations Practical ways to surface compliance and safety risks [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001t73oQAA"] Meet the Speaker Pete Lee VP of Global Alliances and Sales Observe.AI

CX Heroes Webinar Series Five successful habits of a CX Hero [cutoff co_thick="2px"][webinarschedulesingle]Parity is a challenge in business. When competing brands can’t create true differentiation, they struggle to stand out in customers’ minds. And in the telecom business — where the products vary little — parity is commonplace. But not for AB Sappa, the Swedish telecom company. In an industry where most products are the same, AB Sappa has found a way to differentiate itself – and it’s not with product, but with service… customer service.  That’s a philosophy that is practiced company-wide and encouraged by giving all customer service representatives the power to be creative and do what’s necessary to solve problems. The results are impressive. Since putting customer service at the heart of what they do, AB Sappa has been ranked highest in customer service among all telecom companies in Sweden — two years running. With the support of a customer-centric organization and the right tools, all the AB Sappa customer service representatives are equipped with everything necessary to make each customer experience amazing. In this CX Heroes webinar, you will learn how AB Sappa: Establishes skills that every agent should have Handles difficult customers with finesse Recognizes and rewards agents Turns customers into brand advocates Get personalization right for their customers Celebrate the people who drive excellent customer service— and the technology that empowers them.  The CX Heroes program acknowledges the select few who have applied their skills, talents and empathy to make a real difference in people’s lives.​  The result?  Truly authentic, personal, meaningful experiences that customers recognize as special.[cutoff co_thick="2px"]1 00:00:11,460 --> 00:00:16,000 Hello everyone. And welcome to our CX heroes webinar on 2 00:00:16,000 --> 00:00:20,890 five successful habits of a CX hero. We're really excited 3 00:00:20,890 --> 00:00:25,060 today, all the way from Sweden to have Katarina Cervell 4 00:00:25,160 --> 00:00:30,480 and Jacob Dalnäs from Sappa. So, welcome to you both. 5 00:00:30,810 --> 00:00:35,820 Jacob is CX hero. So, congratulations Jacob for being named 6 00:00:35,820 --> 00:00:38,830 CX hero. We're really excited to have you here, and 7 00:00:38,830 --> 00:00:40,650 later on, in the webinar, we're going to have you 8 00:00:40,650 --> 00:00:46,710 tell your story of what earned you this distinction. But 9 00:00:46,710 --> 00:00:49,729 before we start off, Katarina, I'd love to have you 10 00:00:49,729 --> 00:00:54,650 tell us a little bit about Sappa. Absolutely. I'll do 11 00:00:54,650 --> 00:00:59,460 that. Sappa is the fourth largest telecom company in Sweden, 12 00:00:59,510 --> 00:01:04,580 and we deliver TV, broadband to our customer throughout Sweden. 13 00:01:05,430 --> 00:01:10,950 And we also deliver digital care services for elderly people. 14 00:01:10,950 --> 00:01:14,160 So, they can stay at home longer and feel safe, 15 00:01:14,160 --> 00:01:19,030 and their relatives can feel safe. And our mission is 16 00:01:19,030 --> 00:01:23,230 to be the most customer- friendly company in Sweden.[crosstalk 00:01: 17 00:01:23,230 --> 00:01:30,360 25]- That sounds great. Yeah. That sounds great. Well, we're 18 00:01:30,360 --> 00:01:33,130 really excited to have you here and excited to dive 19 00:01:33,130 --> 00:01:38,550 into what makes an effective CX hero. So, as we 20 00:01:38,550 --> 00:01:41,020 get a little deeper into the webinar here, you're going 21 00:01:41,020 --> 00:01:44,260 to learn five ways to improve customer service and establish 22 00:01:44,260 --> 00:01:48,060 successful habits that you can use every day. You'll be 23 00:01:48,060 --> 00:01:52,130 able to" Establish skills that every agent should have." We'll 24 00:01:52,130 --> 00:01:56,120 show you how to" Handle difficult customers with finesse," how- 25 00:01:56,120 --> 00:02:00,030 to" Recognize and reward your agents," how- to" Turn customers 26 00:02:00,030 --> 00:02:03,630 into brand advocates," and how- to" get personalization right for 27 00:02:03,630 --> 00:02:08,050 your customers." So, without further ado, let's jump right into 28 00:02:08,050 --> 00:02:12,510 it. The first habit is establishing a set of skills 29 00:02:12,510 --> 00:02:14,770 that every agent should have. And as you see on this 30 00:02:14,770 --> 00:02:17,840 slide here, we have listed 10 skills that we at 31 00:02:17,840 --> 00:02:21,110 Genesys feel are really important skills. These are certainly not 32 00:02:21,110 --> 00:02:26,120 every skill, but this is a really good, basic set 33 00:02:26,120 --> 00:02:28,919 of skills that we think are important. So, as you 34 00:02:28,919 --> 00:02:33,419 have a chance to look at this Katarina from your point 35 00:02:33,419 --> 00:02:36,590 of view, which two of these skills do you think 36 00:02:36,590 --> 00:02:40,700 are the most important to providing good customer service? Or 37 00:02:40,700 --> 00:02:42,320 if you see a skill that's not on here, is 38 00:02:42,320 --> 00:02:45,460 there something that's missing here that you think is an important skill? 39 00:02:46,700 --> 00:02:49,440 Yeah, I would like to choose all of them, but 40 00:02:51,360 --> 00:02:55,030 I would like to keep it to a smaller[ inaudible 41 00:02:55,450 --> 00:02:58,900 00: 02: 55]. In order to reach our vision, that 42 00:02:58,900 --> 00:03:02,470 is to be the most customer- friendly company, I think 43 00:03:02,470 --> 00:03:06,880 that it's very important that advisors like Jacob is a 44 00:03:06,880 --> 00:03:12,930 good listener to the customer and also to be assertiveness 45 00:03:13,100 --> 00:03:18,590 to the customer's needs and also get on the same 46 00:03:18,590 --> 00:03:22,419 level as the customer. So, that's very important, but I 47 00:03:22,419 --> 00:03:25,610 think the most important thing for us is that our 48 00:03:25,610 --> 00:03:31,770 advisors are genuine and themselves because that's creates a relation 49 00:03:31,930 --> 00:03:34,650 with the customer and that's very, very important for us. 50 00:03:36,950 --> 00:03:39,610 Yeah. That makes a lot of sense. That authentic bond 51 00:03:39,610 --> 00:03:42,030 with a customer that lets them know that you're truly 52 00:03:42,030 --> 00:03:44,610 listening to them and you truly understand where they're coming 53 00:03:44,610 --> 00:03:50,040 from. Yeah. Yeah. Jacob, what about you? You are talking 54 00:03:50,260 --> 00:03:54,080 to customers all the time. Looking at this list here, 55 00:03:54,080 --> 00:03:59,870 which two skills are most important? I think I put 56 00:03:59,870 --> 00:04:02,610 the two of them together as one actually, and it's 57 00:04:02,860 --> 00:04:06,960 listening and attentiveness. I put this one because I think 58 00:04:06,960 --> 00:04:10,620 they go kind of hand in hand. I think it's 59 00:04:10,660 --> 00:04:15,270 very important to listen and to also pay attention because 60 00:04:15,370 --> 00:04:18,339 then you can pick up the things that the customer 61 00:04:18,400 --> 00:04:23,680 is maybe not telling you because, in my experience, they 62 00:04:23,680 --> 00:04:28,210 don't give their every need at once when they call 63 00:04:28,210 --> 00:04:30,910 you because they might be nervous or they have waited 64 00:04:30,910 --> 00:04:34,940 for a long time. So, it's about reading the signals 65 00:04:35,560 --> 00:04:38,620 and just listening and paying attention to what they say. 66 00:04:39,350 --> 00:04:42,130 And then you can find many more needs than the 67 00:04:43,100 --> 00:04:46,700 one recent, that they are calling you. And after that, 68 00:04:47,529 --> 00:04:53,400 it's resourcefulness that I took because when you listen and 69 00:04:53,400 --> 00:04:57,400 you find all the things that the customer needs, then 70 00:04:57,400 --> 00:05:00,900 you also need to be creative to solve the issue. 71 00:05:00,960 --> 00:05:05,060 Because many times it's might not be our services that 72 00:05:05,060 --> 00:05:09,089 is the best solution for the customer. It might be 73 00:05:09,089 --> 00:05:11,880 something else. So, you will have to be creative and 74 00:05:11,880 --> 00:05:16,270 see in what way you can help the customer. And 75 00:05:17,880 --> 00:05:22,450 I also want to agree with Katarina on being on 76 00:05:22,450 --> 00:05:25,810 the same level as the customer is important like you 77 00:05:25,810 --> 00:05:29,700 speak the same language. And so you kind of have 78 00:05:29,700 --> 00:05:35,670 to be like a chameleon. You have to adapt to 79 00:05:35,670 --> 00:05:39,089 who you talk to and speak their language. So they understand 80 00:05:39,089 --> 00:05:41,390 you and that you feel a special connection with them. 81 00:05:42,010 --> 00:05:44,980 And of course, it has to be genuine also. I 82 00:05:44,980 --> 00:05:48,200 think you can tell very clearly when someone is reading 83 00:05:48,200 --> 00:05:51,140 from a script or they have been trained to say 84 00:05:51,140 --> 00:05:54,980 certain things. So, it needs to come from the heart too. 85 00:05:56,610 --> 00:05:59,140 That makes lot of sense. It sounds from hearing you 86 00:05:59,140 --> 00:06:03,450 talk, an important part of it is not only listening 87 00:06:03,450 --> 00:06:07,930 to what they say but picking up cues on understanding 88 00:06:07,930 --> 00:06:10,770 what they're not saying and trying to fill in the 89 00:06:10,770 --> 00:06:13,540 blanks for other things that they might need to. Is 90 00:06:13,540 --> 00:06:19,760 that right? Yeah, absolutely. And we hire personalities like Jacob 91 00:06:20,070 --> 00:06:27,160 here, so... That's great. Well, I think that's really good 92 00:06:27,160 --> 00:06:31,980 advice here. So moving on to habit number two. One 93 00:06:31,980 --> 00:06:35,650 thing that I think anyone who works in customer service 94 00:06:36,770 --> 00:06:41,040 has dealt with is handling difficult customers. And handling difficult 95 00:06:41,040 --> 00:06:45,650 customers with finesse and treating them well is a real 96 00:06:45,650 --> 00:06:49,380 skill in and of itself. 95% of customers tell others 97 00:06:49,380 --> 00:06:52,420 about a bad experience. So, a customer that has a 98 00:06:52,420 --> 00:06:55,640 bad experiences is likely to complain about it. So, it 99 00:06:55,640 --> 00:06:58,560 makes it all the more important to be able to 100 00:07:01,110 --> 00:07:02,730 deal with the customer who might not be in the 101 00:07:02,730 --> 00:07:05,120 greatest mood or might not be in the greatest situation 102 00:07:05,120 --> 00:07:08,240 and try to get them to a good spot. So, 103 00:07:09,720 --> 00:07:15,760 Katarina, how does Sappa, as an organization, how do you 104 00:07:15,930 --> 00:07:19,990 train advisers to deal with frustrated customers, and what's your 105 00:07:19,990 --> 00:07:23,800 overall philosophy on helping customers who might be frustrated or 106 00:07:23,800 --> 00:07:28,180 in a bad place? First of all, we work with 107 00:07:28,180 --> 00:07:33,530 a professional coach. We worked with Jessica for several years. And 108 00:07:33,530 --> 00:07:36,390 she comes to our office every third week, not now, 109 00:07:36,440 --> 00:07:39,800 but now we do these digital, but she comes to 110 00:07:39,800 --> 00:07:43,470 the office every third week, and she trains and develops 111 00:07:43,470 --> 00:07:48,510 our advisors. And there's a really good relationship between this 112 00:07:48,510 --> 00:07:52,870 coach and our advisors. And it's a lot about listening 113 00:07:52,870 --> 00:07:57,140 to the customer and getting the customer to understand that 114 00:07:57,140 --> 00:08:01,310 we have a common goal with this conversation we're going 115 00:08:01,310 --> 00:08:04,370 in the same direction. So, we need to be on 116 00:08:04,370 --> 00:08:08,120 the same side. So, we work a lot with that. 117 00:08:08,440 --> 00:08:11,760 And then it's very interesting because there is a customer 118 00:08:11,760 --> 00:08:19,780 survey in Sweden, that's called Swedish... Quality Index. Yeah. Quality Index. Thank 119 00:08:19,780 --> 00:08:24,750 you. And we are the only company in telecom business 120 00:08:24,750 --> 00:08:29,850 that has a positive effect on with contact with the 121 00:08:29,850 --> 00:08:33,530 customers. So, for often when they call us, they could 122 00:08:33,530 --> 00:08:36,270 have a problem, or they can ask question, but although 123 00:08:36,540 --> 00:08:40,320 frustrated, they are very happy after they've been talking to 124 00:08:40,320 --> 00:08:43,559 us. And we are the only companies that has that. So, 125 00:08:44,420 --> 00:08:48,670 our advisors are very good at talking and listening and 126 00:08:48,670 --> 00:08:51,960 understanding and get on the same level, the same page 127 00:08:51,960 --> 00:08:55,950 as the customer. So, we train a lot, and they 128 00:08:55,950 --> 00:09:01,610 are helping each other also. Yep, that's great. And Jacob, how 129 00:09:01,610 --> 00:09:04,130 about you? You are on the front lines everyday dealing 130 00:09:04,130 --> 00:09:06,580 with customers. I'm sure you've had your fair share of 131 00:09:07,429 --> 00:09:13,910 experiences with customers that are not the happiest. Absolutely. What 132 00:09:13,910 --> 00:09:19,630 do you find that works best? I think mostly you 133 00:09:21,030 --> 00:09:24,050 have to make the customer just understand that you are 134 00:09:24,050 --> 00:09:30,270 on the same side. And here in this situation is 135 00:09:30,270 --> 00:09:35,190 probably the most important out of any situation to speak 136 00:09:35,190 --> 00:09:39,070 the same language as the customer. If he calls in 137 00:09:39,130 --> 00:09:42,809 and he's pissed off at Sappa, then I will be 138 00:09:42,880 --> 00:09:47,300 pissed off at Sappa too. And if he's pissed off 139 00:09:47,300 --> 00:09:49,300 with my colleague, I will also be pissed off with 140 00:09:49,300 --> 00:09:54,880 my colleague. And I will agree with him, and we 141 00:09:54,880 --> 00:09:58,830 will speak the same language. Of course, I won't throw 142 00:09:58,830 --> 00:10:02,570 anyone under the bus, not the company or my colleagues, 143 00:10:02,570 --> 00:10:07,380 but I think it's important to show the customers that 144 00:10:07,380 --> 00:10:10,630 we are not getting defensive when things are going wrong. 145 00:10:11,559 --> 00:10:15,590 We accept that things can go wrong, and we take 146 00:10:15,590 --> 00:10:20,540 responsibility in those situations. So, usually an angry customer, I 147 00:10:20,540 --> 00:10:24,760 usually try to take as a challenge. And the challenge 148 00:10:24,780 --> 00:10:28,890 is that before the customer hangs up, we are going 149 00:10:28,890 --> 00:10:31,570 to be on the same page, even if he didn't 150 00:10:31,570 --> 00:10:33,780 get as he wanted or I didn't get as I 151 00:10:33,780 --> 00:10:36,080 wanted, then we can still be on the same page 152 00:10:36,480 --> 00:10:40,150 and understand each other. And as soon as they start 153 00:10:40,150 --> 00:10:44,929 to realize that I am the solution to their problem, they 154 00:10:44,929 --> 00:10:48,070 usually start to bring their guard down, and they have 155 00:10:48,070 --> 00:10:52,280 a different attitude. So, it's just a matter of bringing 156 00:10:52,280 --> 00:10:58,540 their guard down and being on their side. So you really need 157 00:10:58,730 --> 00:11:02,179 to be able to demonstrate some empathy and show them 158 00:11:02,179 --> 00:11:08,170 that you not only understand logically what their problem is 159 00:11:08,429 --> 00:11:13,190 but that you feel for them. Right. Yeah. You are understanding 160 00:11:13,190 --> 00:11:19,520 where they're coming from emotionally. Yep. Yeah. That's great. Well, 161 00:11:19,520 --> 00:11:24,090 that's[crosstalk certainly[crosstalk 00:11: 20]... That was something that our customer was 162 00:11:24,280 --> 00:11:27,320 asking for. When Sappa was started, I wanted a warm and 163 00:11:27,320 --> 00:11:32,550 friendly supplier, and that's really what this guy started giving our customers. 164 00:11:34,650 --> 00:11:36,870 And you, Katarina. I'd love to hear you talk about that 165 00:11:37,150 --> 00:11:40,720 just a little bit more. Sappa has a really great reputation for being 166 00:11:40,720 --> 00:11:45,380 able to deliver customer service. Isn't that right? Yeah, that's 167 00:11:45,380 --> 00:11:50,179 right. We have been two years in a row, we 168 00:11:50,179 --> 00:11:57,690 have had the first place in the survey, like I 169 00:11:57,690 --> 00:12:01,440 told you before. And the customer thinks that we are 170 00:12:01,440 --> 00:12:05,700 really doing what we are saying in our corporate values. 171 00:12:05,960 --> 00:12:10,330 We are being friendly to the customers. We are listening. 172 00:12:10,330 --> 00:12:16,630 We are being the worker. We go the extra mile 173 00:12:16,679 --> 00:12:20,470 for the customers. So, we're really doing what we are 174 00:12:20,470 --> 00:12:25,020 saying in our values and our culture. We're really living 175 00:12:25,020 --> 00:12:28,950 the culture internally, and the customer can feel it all 176 00:12:28,950 --> 00:12:32,050 the way. So, that's nice. We actually have a good 177 00:12:34,130 --> 00:12:37,809 quotation from our CEO because he tells us on a 178 00:12:37,809 --> 00:12:43,390 regular basis to always think no corporate bullshit. And it's 179 00:12:43,390 --> 00:12:46,530 just funny to hear something like that from your CEO. 180 00:12:47,280 --> 00:12:53,710 It shows the difference in the values. Yeah. And I think customers 181 00:12:53,710 --> 00:12:58,920 can tell that difference too. And your reputation, I think, 182 00:12:58,920 --> 00:13:03,429 is known in Sweden as an organization that cares about 183 00:13:03,530 --> 00:13:06,059 customer service. And this leads us... I think it's a 184 00:13:06,059 --> 00:13:09,890 really great segue into the third habit, which is making 185 00:13:09,890 --> 00:13:12,429 sure that you recognize and reward agents for doing a 186 00:13:12,450 --> 00:13:17,610 good job. The CX heroes program is all about recognizing 187 00:13:17,670 --> 00:13:20,520 advisors and agents who go above and beyond to provide 188 00:13:20,520 --> 00:13:26,390 great service. And Jacob... Jacob, excuse me, congratulations on being 189 00:13:26,390 --> 00:13:30,530 named CX hero. We at Genesys are really excited to 190 00:13:30,530 --> 00:13:34,360 have you as a CX hero. And I think Sappa's 191 00:13:34,360 --> 00:13:39,070 reputation for great customer service was part of what led 192 00:13:39,070 --> 00:13:44,450 to the story that led to you becoming a CX 193 00:13:44,450 --> 00:13:47,030 hero. I would love to have you tell us your 194 00:13:47,030 --> 00:13:54,990 story that got you this honor. Yeah. Of course. We 195 00:13:54,990 --> 00:13:59,179 are always encouraged to help our customers as much as 196 00:13:59,179 --> 00:14:03,770 we can, even if they don't call and have a problem 197 00:14:03,770 --> 00:14:08,650 with our services, we always try to help them. And 198 00:14:08,870 --> 00:14:12,670 this time it was a customer that called, and I 199 00:14:12,670 --> 00:14:16,940 asked her to just normal, and he sounded a little 200 00:14:18,140 --> 00:14:20,930 shooked on the phone. And he was explaining to me 201 00:14:20,930 --> 00:14:23,560 that he was too scared to go out on his 202 00:14:23,560 --> 00:14:26,900 balcony here. He really needed help because he had find 203 00:14:26,900 --> 00:14:31,850 a wasp nest on a balcony, and he didn't want 204 00:14:31,850 --> 00:14:37,150 to go out. So, I didn't think... I thought it 205 00:14:37,150 --> 00:14:40,190 was a little bit strange that he called, but we 206 00:14:40,190 --> 00:14:44,180 are always encouraged to help them either way. And so, 207 00:14:44,180 --> 00:14:48,590 I was thinking what I would do myself in this 208 00:14:48,720 --> 00:14:54,070 situation. And I am very scared of wasps, so I 209 00:14:54,070 --> 00:15:01,680 could really feel his emotions. Sappa is not a pest 210 00:15:01,680 --> 00:15:08,600 control company at all. No, actually we're not. But he 211 00:15:08,600 --> 00:15:14,710 had found our phone number outside where he lives because 212 00:15:15,090 --> 00:15:18,130 we handled the TV. So when he found our number 213 00:15:18,130 --> 00:15:21,160 and, but he had called us before. So, the first 214 00:15:21,160 --> 00:15:25,150 thing I said to him was that" We are your 215 00:15:25,150 --> 00:15:29,540 TV supplier, just so And he said," Yeah. Yeah, I 216 00:15:29,540 --> 00:15:33,800 know. But you always answer, and I just panicked. So, 217 00:15:34,070 --> 00:15:37,750 I called you." So, then I just said," Of course, 218 00:15:37,750 --> 00:15:39,810 of course, we will help you." He counts on our 219 00:15:39,810 --> 00:15:43,260 help. We will give it to him. So, I started 220 00:15:43,260 --> 00:15:47,410 to look in on the internet for exterminator in this 221 00:15:47,410 --> 00:15:51,700 area, and I called the exterminator just to see if 222 00:15:51,700 --> 00:15:54,410 they are open and see if they could handle this 223 00:15:54,410 --> 00:15:59,250 type of business. And I called up the customer, and 224 00:15:59,250 --> 00:16:03,030 I transferred him to the exterminator so he could speak 225 00:16:03,030 --> 00:16:07,100 to them directly. And I don't know what happened after 226 00:16:07,100 --> 00:16:13,270 that, but I hope they helped him out. I love 227 00:16:13,270 --> 00:16:17,910 that story. And what a great example, Jacob, of you 228 00:16:18,480 --> 00:16:22,020 having the sense of empathy to understand and really feel 229 00:16:22,020 --> 00:16:25,010 what the customer is going through and to take action. 230 00:16:26,300 --> 00:16:31,730 So, not only that but the fact that you have 231 00:16:31,730 --> 00:16:35,570 contributed to a culture overall where Sappa has the reputation 232 00:16:35,570 --> 00:16:40,220 of that customer knew to call you because Sappa always 233 00:16:40,220 --> 00:16:43,990 answers and always helps to solve his problems, which I 234 00:16:43,990 --> 00:16:48,220 think speaks both individually to your work and also to 235 00:16:48,540 --> 00:16:51,440 the culture that Sappa has created. So, Katarina, I'd like 236 00:16:51,440 --> 00:16:55,440 to ask you what does Sappa do to create this 237 00:16:55,440 --> 00:16:59,930 culture and to help reward your advisors for delivering great 238 00:16:59,930 --> 00:17:05,660 service? Oh, we do a lot of things. As I 239 00:17:05,660 --> 00:17:11,609 told you before, we have this individual training very good for the customers, 240 00:17:11,750 --> 00:17:16,300 and also for the advisors, it's make them grow. Then 241 00:17:16,300 --> 00:17:20,840 we also encourage them to see possibilities inside the company. 242 00:17:20,840 --> 00:17:23,700 And we have a lot of advisors working in my 243 00:17:23,700 --> 00:17:29,760 IT sector or economy. So find new opportunities in the 244 00:17:29,760 --> 00:17:35,420 company. Then we also have something called Sappa awards. So, 245 00:17:35,420 --> 00:17:39,190 once a year, you have the chance to nominate your 246 00:17:39,190 --> 00:17:43,940 colleagues to Sappa awards. And there are different prices that 247 00:17:43,940 --> 00:17:48,990 you can win, like being the Sappa ambassador. Jacob is 248 00:17:49,230 --> 00:17:52,750 an example of being a Sappa ambassador you're going outside the 249 00:17:52,750 --> 00:17:57,010 box. You help someone, and you deliver every day, every 250 00:17:57,010 --> 00:17:59,940 hour when you are work. So, we have a lot 251 00:17:59,940 --> 00:18:03,500 of things that we'll do, and we even have the 252 00:18:03,500 --> 00:18:07,770 co- worker all the week and lots things that we 253 00:18:07,770 --> 00:18:13,320 do. That's great. So, Jacob, I have to ask you, 254 00:18:13,320 --> 00:18:16,330 is that the most unusual call that you've ever received 255 00:18:16,330 --> 00:18:21,250 or have you had calls that were even more unusual? 256 00:18:22,540 --> 00:18:28,270 I think probably the most in terms of what I 257 00:18:28,270 --> 00:18:32,220 needed to do in terms of helping him, it's probably 258 00:18:32,220 --> 00:18:39,540 the most outside of my comfort zone. But since we 259 00:18:39,540 --> 00:18:43,380 always encourage people to help the customer, no matter what, 260 00:18:43,570 --> 00:18:47,650 we have some of these calls pretty regularly where we 261 00:18:47,850 --> 00:18:52,330 go outside of our comfort zones to help them. We 262 00:18:52,330 --> 00:18:56,869 had even customers who calls from a rival company, they 263 00:18:56,869 --> 00:19:00,290 have a TV box from other company, and then we 264 00:19:00,290 --> 00:19:04,150 help them with their box because they could never get 265 00:19:04,150 --> 00:19:09,119 ahold of customer service. So, there's many situations like this, 266 00:19:09,119 --> 00:19:14,220 which just makes it very fun. So yeah, this was 267 00:19:14,220 --> 00:19:22,990 probably the most strange. That's a great one. We also 268 00:19:22,990 --> 00:19:28,260 have customer sending us picture on how the cable goes 269 00:19:28,260 --> 00:19:31,869 in their apartment. So, they follow the cable and send 270 00:19:31,869 --> 00:19:36,580 the picture all the way. And that's very interesting because 271 00:19:37,050 --> 00:19:41,640 a lot of pages with just photos of the cables. 272 00:19:45,270 --> 00:19:52,720 That does sound unusual. Yeah. Yeah. Well sort of following 273 00:19:52,720 --> 00:19:55,890 along the same topic here, the fourth habit is turning 274 00:19:55,890 --> 00:19:59,450 customers into brand advocates. As I think both of you 275 00:19:59,450 --> 00:20:03,910 just talked about great customer service and customer experiences create 276 00:20:05,910 --> 00:20:11,980 brand loyalty. So, what sort of strategies, Jacob, as an 277 00:20:11,980 --> 00:20:15,060 advisor dealing with customers every day, what sort of strategies 278 00:20:15,060 --> 00:20:18,380 do you use to nurture that relationship? To build those 279 00:20:18,380 --> 00:20:23,890 relationships with customers. To make them into more loyal customers 280 00:20:23,890 --> 00:20:29,760 and to deliver them the service that they need? Yeah. The 281 00:20:29,760 --> 00:20:32,900 thing is that I am in my role as a 282 00:20:32,900 --> 00:20:36,760 customer service agent, I am a hundred percent comfortable, and 283 00:20:36,760 --> 00:20:39,420 it's because I get encouraged to be genuine with the 284 00:20:39,420 --> 00:20:45,859 customers. They don't give me any scripts or anything. I 285 00:20:45,859 --> 00:20:48,690 have a free hand to talk how I want and 286 00:20:49,000 --> 00:20:52,550 to help the customer in what way I want. And 287 00:20:52,550 --> 00:20:56,400 it makes me comfortable in my role. And I think 288 00:20:56,400 --> 00:21:01,859 this is something that customers can tell and it makes 289 00:21:01,859 --> 00:21:05,060 a more comfortable situation for them too, because they feel 290 00:21:05,060 --> 00:21:09,160 like they can be equally genuine towards me. And they 291 00:21:09,160 --> 00:21:11,470 can talk to me just how they want. If they 292 00:21:11,470 --> 00:21:13,970 get angry, they can scream at me, and I will 293 00:21:13,970 --> 00:21:17,530 still treat them with respect. And even if they come 294 00:21:17,530 --> 00:21:20,030 in with a negative attitude and wants to complain, they 295 00:21:20,030 --> 00:21:24,530 still can make their voice heard. I will understand them. 296 00:21:24,530 --> 00:21:27,910 And I will say that I will send their thoughts 297 00:21:27,910 --> 00:21:31,700 to the right person and just to show them that 298 00:21:31,780 --> 00:21:35,130 no matter what, I will take their opinions serious and 299 00:21:36,420 --> 00:21:39,369 I will listen to what they have to say. And 300 00:21:39,369 --> 00:21:45,160 we also encourage our customers to speak up when they 301 00:21:45,160 --> 00:21:49,570 have opinions of us, whether if it's positive or negative 302 00:21:50,410 --> 00:21:55,950 because every month, we do a customer survey where they 303 00:21:55,950 --> 00:21:58,890 can just tell us what they think about us. And 304 00:21:58,890 --> 00:22:00,920 then we have an option where we ask them if 305 00:22:00,920 --> 00:22:04,710 it's okay that we contact them in terms of the 306 00:22:04,710 --> 00:22:09,340 survey they filled in. So, right then, we have many 307 00:22:09,340 --> 00:22:12,430 people who experienced problems, but maybe they were too scared 308 00:22:12,400 --> 00:22:15,010 to call, or they didn't have time. And they make 309 00:22:15,010 --> 00:22:18,320 their voice heard, and we make an effort to contact 310 00:22:18,320 --> 00:22:22,080 them and make our relationship better with them. And I 311 00:22:22,080 --> 00:22:26,900 think that makes them feel respected and listened to very 312 00:22:26,900 --> 00:22:33,080 much. That's great. Katarina, we'd love to hear your thoughts 313 00:22:33,080 --> 00:22:35,730 on this too because obviously Sappa has created a culture 314 00:22:35,730 --> 00:22:39,480 where nurturing customer relationships is important. What are your thoughts 315 00:22:39,480 --> 00:22:45,100 on this? As I said many times, our strategy is 316 00:22:45,100 --> 00:22:50,250 to deliver the most customer friendly services and to do 317 00:22:50,250 --> 00:22:55,840 that we take our calls in one minute and that's 318 00:22:55,840 --> 00:23:00,119 something that our customers love. And we also answer in person, so we don't have a... what do 319 00:23:03,500 --> 00:23:07,840 you call it? Button? Yeah, we don't measure how long 320 00:23:07,840 --> 00:23:16,290 we talk to the customers Yes, no,[inaudible. no[inaudible 00:23:13]. Oh yeah. Many 321 00:23:17,119 --> 00:23:20,930 customer services. When a customer calls, they have to press 322 00:23:20,930 --> 00:23:23,859 one to get to one of departments, or they have 323 00:23:23,859 --> 00:23:27,440 to press two to get to another department. We don't 324 00:23:27,440 --> 00:23:30,140 have anything like this when they call, they come directly to 325 00:23:30,140 --> 00:23:32,650 us, and can speak to us and we won't transfer 326 00:23:32,650 --> 00:23:35,940 them to some other place. We answer on every question. 327 00:23:36,730 --> 00:23:40,830 And that's very unique for a company in this business 328 00:23:41,580 --> 00:23:45,530 and then we also, like Jacob said, we don't measure 329 00:23:46,000 --> 00:23:49,310 the length of the conversation that the advisor has with 330 00:23:49,310 --> 00:23:53,580 the customer. So, it's a very good opportunity to create 331 00:23:53,700 --> 00:23:57,060 a relation with the customer. And that makes the customer 332 00:23:57,060 --> 00:24:01,210 feels unique and taken care of. And then we'll also 333 00:24:01,210 --> 00:24:06,640 do a fun thing. We write handwritten congratulations to all 334 00:24:06,640 --> 00:24:11,420 our customers that are turning 30, 40, 50 up to a 335 00:24:11,420 --> 00:24:14,550 hundred year. And when they turn 100, they get a 336 00:24:14,550 --> 00:24:19,609 special card and a little bit special treated. So, that's 337 00:24:19,930 --> 00:24:24,330 something unique that we do. But we also are very... 338 00:24:25,040 --> 00:24:29,080 it's very important to create the relation with the customer 339 00:24:29,080 --> 00:24:35,220 because that makes the customer absolutely feel unique. Absolutely. I 340 00:24:35,220 --> 00:24:39,270 love that. And I think that's a really great segue 341 00:24:39,270 --> 00:24:42,880 again, into our fifth habit, which is personalization. You talked 342 00:24:42,880 --> 00:24:46,420 about sort of recognizing birthdays for customers. So, the fifth 343 00:24:46,420 --> 00:24:50,670 habit here is getting personalization right for your customers. Just 344 00:24:50,670 --> 00:24:54,119 highlighting the statistic here." 79% of customers feel like a 345 00:24:54,119 --> 00:24:57,050 generic customer rather than a unique individual when they call 346 00:24:57,109 --> 00:25:01,119 in for customer service." I think what that shows us 347 00:25:01,119 --> 00:25:04,109 is that customers want personalization to be able to simplify 348 00:25:04,109 --> 00:25:07,670 the interactions that they have with businesses. And they're beginning 349 00:25:07,670 --> 00:25:10,540 to be introduced to new levels of personalization. So, when 350 00:25:10,540 --> 00:25:14,460 they call in or chat in or text in to 351 00:25:14,460 --> 00:25:18,680 customers, they're beginning to see ways that they can experience 352 00:25:18,680 --> 00:25:20,990 personalization and in a whole new way. And they're starting 353 00:25:21,280 --> 00:25:25,940 to expect that more and more from every organization. And 354 00:25:26,609 --> 00:25:29,490 a lot of those tools are making jobs for employees 355 00:25:29,890 --> 00:25:33,460 much better, being able to match agents and advisors to 356 00:25:33,460 --> 00:25:37,520 customers and situations that are more matched to their skills 357 00:25:37,520 --> 00:25:43,810 and availability, which allows agents and advisors to feel more 358 00:25:43,810 --> 00:25:46,980 successful. And to be able to handle situations with confidence, 359 00:25:46,980 --> 00:25:52,490 because they know they're matched with customers that they're going 360 00:25:52,490 --> 00:25:54,270 to be able to help more clearly because their skills 361 00:25:54,270 --> 00:25:55,780 are suited to it. So, I think there's a lot 362 00:25:55,780 --> 00:25:58,840 of really exciting things happening in this field. This is 363 00:25:58,840 --> 00:26:01,420 something that Genesys is really passionate about, and I know 364 00:26:01,760 --> 00:26:07,240 personalization is really important for Sappa. Jacob, talk a little 365 00:26:07,240 --> 00:26:12,020 bit about making that experience feel personal for customers and 366 00:26:12,020 --> 00:26:14,470 why it's important when you're talking with customers to make 367 00:26:14,470 --> 00:26:19,840 it feel personal for them. Yeah. I think it goes 368 00:26:19,840 --> 00:26:25,609 back to the strengths of a customer service worker that 369 00:26:25,830 --> 00:26:30,230 we talked about earlier, like being a good listener, for 370 00:26:30,230 --> 00:26:32,930 example, is something I think is very important for making 371 00:26:32,930 --> 00:26:37,280 the customer feel a unique because if you are a 372 00:26:37,280 --> 00:26:41,410 good listener and you are attentive and can pick up 373 00:26:41,760 --> 00:26:47,460 many details, then later on in the call, when you 374 00:26:47,460 --> 00:26:51,470 present your solution or the problem, you can present a 375 00:26:51,470 --> 00:26:56,240 more broad solution that fits more of the customer's needs, 376 00:26:56,740 --> 00:27:00,210 even things that maybe he or she didn't express to 377 00:27:00,210 --> 00:27:05,050 you at first. And I think that's makes them feel 378 00:27:05,410 --> 00:27:08,440 listened to it makes them feel like I'm not just 379 00:27:08,440 --> 00:27:10,730 sitting here and let them information come in here and 380 00:27:10,730 --> 00:27:13,540 out here, I take it in. I listened to it, 381 00:27:13,760 --> 00:27:18,100 and I tried to present my solution according to what 382 00:27:18,100 --> 00:27:23,340 needs she has. And also, I think it's like we 383 00:27:23,340 --> 00:27:26,869 talked about to speak the same language as the customer. 384 00:27:27,730 --> 00:27:29,560 If I'm talking to someone who is a little bit 385 00:27:29,609 --> 00:27:34,420 older, I usually speak slower and more clear so they 386 00:27:34,420 --> 00:27:37,450 can understand me. I might even use some old school 387 00:27:37,560 --> 00:27:42,210 words. If I'm talking to someone younger, I talk a 388 00:27:42,210 --> 00:27:44,890 little bit faster. Maybe use some slang words here and 389 00:27:44,890 --> 00:27:49,730 there. And then I think this makes them feel more 390 00:27:49,730 --> 00:27:56,609 comfortable and it also makes them feel respected, I think. 391 00:27:57,480 --> 00:28:01,180 That's really great advice. I think that makes a lot 392 00:28:01,180 --> 00:28:06,130 of sense and shows real connectivity. Katarina, why is it 393 00:28:06,130 --> 00:28:12,440 important for Sappa to create those personalized experiences for customers? 394 00:28:12,460 --> 00:28:15,230 You talked a little bit before about things like sending 395 00:28:15,230 --> 00:28:19,190 birthday greetings that's obviously a core part of your culture. 396 00:28:19,890 --> 00:28:26,330 Why is that something that's important? It's important to Sappa because that's the kind 397 00:28:26,560 --> 00:28:30,220 of company we would like to be when Sappa was 398 00:28:30,220 --> 00:28:34,119 started. Like, I told you, asking the customers what kind 399 00:28:34,119 --> 00:28:39,330 of supplier they wanted. And this was a place on 400 00:28:39,330 --> 00:28:42,340 the market that was free to be a warm and 401 00:28:42,340 --> 00:28:47,250 friendly company and give the best customer service. So, that's 402 00:28:47,250 --> 00:28:50,530 very important for us that the customer really feels that 403 00:28:50,530 --> 00:28:54,620 we are not just treating them like customers, but they 404 00:28:54,620 --> 00:28:58,890 are our friends and, we are interested in them when 405 00:28:58,890 --> 00:29:01,420 we talk to them, we are not just interested in 406 00:29:02,400 --> 00:29:08,940 solving the problem and the conversation. Like you heard Jacob 407 00:29:09,220 --> 00:29:13,360 asking before," What team do you cheer for?" That's something 408 00:29:13,360 --> 00:29:16,970 that I often hear when our advisors talks to the 409 00:29:16,970 --> 00:29:21,940 customer." What football team do you cheer for?" And," What 410 00:29:22,190 --> 00:29:23,930 is the name of your dog?" If you hear a 411 00:29:23,930 --> 00:29:27,760 dog barking. So, they are really interested in the company 412 00:29:27,760 --> 00:29:31,540 and that creates a good feeling for the customer. Absolutely. 413 00:29:32,260 --> 00:29:36,450 And it's also make the job much more fun, I 414 00:29:36,450 --> 00:29:39,960 think[inaudible 00:29: 36]. Yeah. Absolutely. It makes it much more 415 00:29:39,960 --> 00:29:44,750 fun than you get more and comfortable yourself. And you feel 416 00:29:44,750 --> 00:29:47,610 like you are not forced to be at work. I 417 00:29:47,610 --> 00:29:52,520 can be myself. And the biggest receipt that we get 418 00:29:53,060 --> 00:29:58,010 from our customer is because we mentioned the survey that 419 00:29:58,010 --> 00:30:01,310 we were voted the best customer service two years straight 420 00:30:02,170 --> 00:30:05,490 at the Swedish Quality Index. And this is actually the 421 00:30:05,520 --> 00:30:10,610 biggest customer service in Sweden. So, it's the customers themselves 422 00:30:10,640 --> 00:30:16,290 that give rates on everything from a service to technology, 423 00:30:16,290 --> 00:30:20,690 to how you are as a brand. They vote on 424 00:30:20,690 --> 00:30:24,290 everything. And it's a very big thing. So, it's the 425 00:30:24,290 --> 00:30:28,210 customer's own words that we are the best in customer 426 00:30:28,210 --> 00:30:32,490 service and two years straight. That's great. And boy, that's 427 00:30:32,490 --> 00:30:37,040 the best endorsement you can get. And I loved hearing 428 00:30:37,040 --> 00:30:42,770 both of you talk about, not only does this make 429 00:30:42,770 --> 00:30:46,220 the customers feel more comfortable. So not only is personalization 430 00:30:46,220 --> 00:30:49,270 important to make them feel comfortable. But Jacob, hearing you 431 00:30:49,270 --> 00:30:51,900 talk about the fact that it makes you enjoy your 432 00:30:51,960 --> 00:30:54,600 job more. Right? You feel like you are able to 433 00:30:54,600 --> 00:30:59,330 be yourself. It speaks to the strong, strong benefits of 434 00:30:59,830 --> 00:31:05,980 being able to connect with customers in that way.[crosstalk And it's really great[crosstalk 00:31: 435 00:31:05,980 --> 00:31:11,440 05]- Looking at how we working, we always make it 436 00:31:11,440 --> 00:31:15,070 like a team. It's very important to have a team 437 00:31:15,070 --> 00:31:18,840 feeling in the company. So, it's not me, myself, or 438 00:31:18,840 --> 00:31:23,440 I. It's the team that's important. And that's also a 439 00:31:23,440 --> 00:31:26,910 way to make it feel good for the customer. You 440 00:31:26,910 --> 00:31:31,540 always have someone to ask, or that could help you 441 00:31:31,540 --> 00:31:35,440 if you have a problem with the customer or the 442 00:31:35,440 --> 00:31:39,240 customer's problem, you always have someone to support you. Yeah. 443 00:31:39,240 --> 00:31:46,650 Everyone is willing to help. Yeah.[crosstalk 00:31: 43]- That's fantastic. Yeah. That's great. 444 00:31:47,360 --> 00:31:51,380 Well, it's been so great, Katarina and Jacob, getting your thoughts 445 00:31:51,380 --> 00:31:55,110 on the importance of delivering great customer service and great 446 00:31:55,110 --> 00:32:00,060 customer experience. Just going through our summary here, kind of 447 00:32:00,320 --> 00:32:03,330 the key points here, making sure you hire the right 448 00:32:03,330 --> 00:32:05,530 type of people for your business and provide them with 449 00:32:05,530 --> 00:32:10,340 the proper training. customer service can be tough, and it's 450 00:32:10,340 --> 00:32:14,540 important to reward your agents and advisors. And it's important 451 00:32:14,680 --> 00:32:17,990 that customer experience and customer service work together to create 452 00:32:17,990 --> 00:32:21,330 brand loyalty. And we just talked about the fact that 453 00:32:21,330 --> 00:32:26,700 using personalization to improve customer experiences is key. It's not 454 00:32:26,700 --> 00:32:29,650 just about delivering more ads. But it's about really connecting 455 00:32:29,650 --> 00:32:33,670 and making those customers feel comfortable and making employees feel 456 00:32:33,670 --> 00:32:37,240 more rewarded in their jobs and leading to more customer 457 00:32:37,240 --> 00:32:44,340 loyalty, which is really, really important. So, if you have 458 00:32:44,340 --> 00:32:47,590 listened to this and you're inspired as someone who is 459 00:32:47,590 --> 00:32:49,460 in customer service, and you've got a story that you 460 00:32:49,460 --> 00:32:52,510 want to share, or if you work with someone that 461 00:32:52,510 --> 00:32:56,080 you believe is worthy of being nominated as a CX hero, 462 00:32:56,080 --> 00:32:59,740 we encourage you to nominate, be part of the program, 463 00:32:59,740 --> 00:33:04,440 be recognized as CX hero just as Jacob was. So, I 464 00:33:04,440 --> 00:33:08,840 want to thank everybody for joining us. Here's our details 465 00:33:08,840 --> 00:33:11,760 right here. You can reach out via our website or 466 00:33:11,760 --> 00:33:15,510 give us a call or contact Jill. [email protected] genesys. com, 467 00:33:15,510 --> 00:33:19,330 and she can get your nomination in. But Jacob and 468 00:33:19,560 --> 00:33:21,310 Katarina, I want to say thank you so much for 469 00:33:21,310 --> 00:33:24,870 joining us on this webinar. I think your thoughts were really 470 00:33:25,100 --> 00:33:28,710 great to get, and I think inspiring to me and hopefully inspiring 471 00:33:28,710 --> 00:33:30,880 to everybody that listened. So, thank you both so much 472 00:33:30,880 --> 00:33:35,400 for joining. Thank you. Thank you very much. We had a very good time. Yeah. It 473 00:33:35,400 --> 00:33:38,960 was fun. Absolutely. It was a lot of fun. Thank 474 00:33:38,960 --> 00:33:43,240 you so much and thanks everybody for listening. Thank you. Bye.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" ar_status="dynamic" cms_hold="RG" cid_id="7011T000001t7axQAA"] Meet the Speakers Katarina Cervell Kultur Coach AB Sappa, Sweden Jacob Dalnäs Sales Representative AB Sappa, Sweden John Munyan Vice President, Brand Messaging Genesys

Webinar Bytes Five successful habits of a CX Hero [cutoff co_thick="2px"]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.JTNDJTIxLS0lMjBTVEFSVCUzQSUyMFBhcm1vbmljJTIwRW1iZWQlMjBmb3IlMjBUaGFuayUyMFlvdSUyMHBhZ2UlMjAtLSUzRSUwQSUyMCUyMCUyMCUyMCUzQ2lmcmFtZSUyMHNyYyUzRCUyMmh0dHBzJTNBJTJGJTJGZ28ucGFybW9uaWMuY29tJTJGd2lkZ2V0JTJGcHJldmlldyUyRjIyMTMlM0Z3ZWJpbmFyVmlzaWJsZSUzRGZhbHNlJTI2bW9tZW50SWRzJTNEMTM3NTIlMjZtb21lbnRJZHMlM0QxMzc1MyUyNm1vbWVudElkcyUzRDEzNzYwJTI2bW9tZW50SWRzJTNEMTM3NTglMjZtb21lbnRJZHMlM0QxNDA1NiUyMiUyMHdpZHRoJTNEJTIyMTAwJTI1JTIyJTIwaGVpZ2h0JTNEJTIyNDUwcHglMjIlMjBmcmFtZWJvcmRlciUzRCUyMjAlMjIlM0UlM0MlMkZpZnJhbWUlM0UlMEElM0MlMjEtLSUyMEVORCUzQSUyMFBhcm1vbmljJTIwRW1iZWQlMjBmb3IlMjBUaGFuayUyMFlvdSUyMHBhZ2UlMjAtLSUzRQ==Parity is a challenge in business. When competing brands can’t create true differentiation, they struggle to stand out in customers’ minds. And in the telecom business — where the products vary little — parity is commonplace. But not for AB Sappa, the Swedish telecom company. In an industry where most products are the same, AB Sappa has found a way to differentiate itself – and it’s not with product, but with service… customer service.  That’s a philosophy that is practiced company-wide and encouraged by giving all customer service representatives the power to be creative and do what’s necessary to solve problems. The results are impressive. Since putting customer service at the heart of what they do, AB Sappa has been ranked highest in customer service among all telecom companies in Sweden — two years running. With the support of a customer-centric organization and the right tools, all the AB Sappa customer service representatives are equipped with everything necessary to make each customer experience amazing. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Katarina Cervell Kultur Coach AB Sappa, Sweden Jacob Dalnäs Sales Representative AB Sappa, Sweden John Munyan Vice President, Brand Messaging Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:02,689 The first habit is establishing a set of skills that 2 00:00:02,689 --> 00:00:05,210 every agent should have. And as you see on this slide 3 00:00:05,210 --> 00:00:08,360 here, we have listed 10 skills that we at Genesys 4 00:00:08,360 --> 00:00:11,460 feel are really important skills. These are certainly not every 5 00:00:11,460 --> 00:00:16,230 skill, but this is a really good, basic set of 6 00:00:16,230 --> 00:00:19,160 skills that we think are important. So, as you have a 7 00:00:19,160 --> 00:00:23,530 chance to look at this Katarina from your point of 8 00:00:23,530 --> 00:00:26,860 view, which two of these skills do you think are 9 00:00:26,860 --> 00:00:30,860 the most important to providing good customer service? Or if 10 00:00:30,860 --> 00:00:32,469 you see a skill that's not on here, is there 11 00:00:32,469 --> 00:00:37,000 something that's missing here that you think is an important skill? Yeah, 12 00:00:37,000 --> 00:00:41,530 I would like to choose all of them, but I 13 00:00:41,530 --> 00:00:45,510 would like to keep it to a smaller[ inaudible 00: 14 00:00:45,520 --> 00:00:49,180 02: 55]. In order to reach our vision, that is 15 00:00:49,180 --> 00:00:52,730 to be the most customer- friendly company, I think that 16 00:00:52,730 --> 00:00:57,150 it's very important that advisors like Jacob is a good 17 00:00:57,150 --> 00:01:03,290 listener to the customer and also to be assertiveness to 18 00:01:03,290 --> 00:01:09,150 the customer's needs and also get on the same level 19 00:01:09,210 --> 00:01:12,780 as the customer. So, that's very important, but I think 20 00:01:12,780 --> 00:01:16,380 the most important thing for us is that our advisors 21 00:01:16,380 --> 00:01:22,180 are genuine and themselves because that's creates a relation with 22 00:01:22,180 --> 00:01:27,260 the customer and that's very, very important for us. Yeah. 23 00:01:27,260 --> 00:01:29,810 That makes a lot of sense. That authentic bond with 24 00:01:29,810 --> 00:01:32,490 a customer that lets them know that you're truly listening 25 00:01:32,490 --> 00:01:34,950 to them and you truly understand where they're coming from. 26 00:01:36,920 --> 00:01:40,430 Yeah. Yeah. Jacob, what about you? You are talking to 27 00:01:40,430 --> 00:01:44,360 customers all the time. Looking at this list here, which 28 00:01:44,360 --> 00:01:50,230 two skills are most important? I think I put the 29 00:01:50,230 --> 00:01:53,590 two of them together as one actually, and it's listening 30 00:01:53,590 --> 00:01:57,150 and attentiveness. I put this one because I think they 31 00:01:57,150 --> 00:02:00,950 go kind of hand in hand. I think it's very 32 00:02:00,950 --> 00:02:05,530 important to listen and to also pay attention because then 33 00:02:05,530 --> 00:02:08,690 you can pick up the things that the customer is 34 00:02:09,020 --> 00:02:14,070 maybe not telling you because, in my experience, they don't 35 00:02:14,070 --> 00:02:18,460 give their every need at once when they call you 36 00:02:18,460 --> 00:02:21,110 because they might be nervous or they have waited for 37 00:02:21,120 --> 00:02:25,639 a long time. So, it's about reading the signals and 38 00:02:25,650 --> 00:02:29,480 just listening and paying attention to what they say. And 39 00:02:29,480 --> 00:02:33,420 then you can find many more needs than the one 40 00:02:33,510 --> 00:02:38,100 recent, that they are calling you. And after that, it's 41 00:02:38,410 --> 00:02:43,760 resourcefulness that I took because when you listen and you 42 00:02:44,389 --> 00:02:47,520 find all the things that the customer needs, then you 43 00:02:47,520 --> 00:02:51,430 also need to be creative to solve the issue. Because 44 00:02:51,660 --> 00:02:55,320 many times it's might not be our services that is 45 00:02:55,500 --> 00:02:59,460 the best solution for the customer. It might be something 46 00:02:59,460 --> 00:03:01,970 else. So, you will have to be creative and see 47 00:03:03,740 --> 00:03:08,120 in what way you can help the customer. And I 48 00:03:08,120 --> 00:03:12,579 also want to agree with Katarina on being on the 49 00:03:12,579 --> 00:03:16,170 same level as the customer is important like you speak 50 00:03:16,170 --> 00:03:19,850 the same language. And so you kind of have to 51 00:03:19,850 --> 00:03:25,720 be like a chameleon. You have to adapt to who you 52 00:03:25,720 --> 00:03:29,310 talk to and speak their language. So they understand you 53 00:03:29,310 --> 00:03:32,210 and that you feel a special connection with them. And 54 00:03:32,210 --> 00:03:35,240 of course, it has to be genuine also. I think 55 00:03:35,240 --> 00:03:38,430 you can tell very clearly when someone is reading from 56 00:03:38,430 --> 00:03:41,560 a script or they have been trained to say certain 57 00:03:41,560 --> 00:03:42,070 things.

[this_page_title] [cutoff co_thick="2px"]The contact cener has changed - we're now using AI connecting via digital, emphasizing personalization in working to reduce customer effort. It is time for our metrics to catch up! View this webinar as we reveal how to build a performance management strategies outlined with that with what customers, space agents and businesses really need in today's era. You'll know how to set the right metrics, develop the right coaching, select the right technology and build the right customer journey[mktoform cta_header="View On-Demand" cta_button="Watch now" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cms_hold="RG" cid_id="7011T000001t8HSQAY" url="https://www.genesys.com/campaign/new-standards-for-contact-center-performance-thank-you" ar_url="https://www.genesys.com/campaign/new-standards-for-contact-center-performance-thank-you"]

Best Practice Webinar Managing change: From on-premises to cloud [cutoff co_thick="2px"][webinarschedulesingle]Moving from an existing on-premises contact center solution to a modern cloud architecture doesn’t have to be intimidating. A smart change management strategy lets you identify potential stumbling blocks and prepare to reach your organization’s goals. Join Genesys strategic business consultant Jodi Thompson for a roundtable discussion with Genesys customers who have been there and done that. You’ll learn: Essential components of managing change before, during and after a move to new contact center technology Lessons learned including what customers wished they had done differently How personalized migration plans and the Genesys team made it easier to navigate change Better customer and employee experiences await. Take the next step by registering today.[cutoff co_thick="2px"]1 00:00:04,850 --> 00:00:06,630 Good morning, evening and afternoon 2 00:00:06,630 --> 00:00:08,100 everyone. My name is Josh 3 00:00:08,100 --> 00:00:09,060 Reed and I'm going to 4 00:00:09,060 --> 00:00:10,140 be one of the moderators 5 00:00:10,140 --> 00:00:12,120 for today's presentation and let 6 00:00:12,120 --> 00:00:12,780 me be the first to 7 00:00:12,910 --> 00:00:13,880 welcome you to our on 8 00:00:13,880 --> 00:00:16,570 demand webinar, managing change from 9 00:00:16,570 --> 00:00:19,190 on premises to cloud. As 10 00:00:19,190 --> 00:00:19,950 per usual, I'm going to 11 00:00:19,950 --> 00:00:21,010 keep this short and sweet, 12 00:00:21,010 --> 00:00:21,500 but we do have a 13 00:00:21,500 --> 00:00:22,910 couple of housekeeping items I 14 00:00:22,910 --> 00:00:23,820 want to cover before we 15 00:00:23,820 --> 00:00:25,700 get started. First off, if 16 00:00:25,700 --> 00:00:27,510 you experience any problems viewing 17 00:00:27,510 --> 00:00:29,130 or listening to today's presentation, 18 00:00:29,400 --> 00:00:30,630 refresh your browser and make 19 00:00:30,630 --> 00:00:31,310 sure that it's up to 20 00:00:31,310 --> 00:00:33,240 date to support HTML5 as 21 00:00:33,240 --> 00:00:34,710 this usually fixes any console 22 00:00:34,710 --> 00:00:36,270 issues. It also might help 23 00:00:36,270 --> 00:00:36,980 to switch over to something 24 00:00:37,250 --> 00:00:39,100 like Chrome or Mozilla Firefox 25 00:00:39,100 --> 00:00:40,210 as well, as these are 26 00:00:40,210 --> 00:00:41,520 the best browsers to support 27 00:00:41,520 --> 00:00:44,640 the Webcast platform. And also 28 00:00:44,640 --> 00:00:45,830 note that we encourage you 29 00:00:45,830 --> 00:00:47,410 to submit questions to the Q& 30 00:00:47,730 --> 00:00:48,620 A window in the top 31 00:00:48,670 --> 00:00:49,870 middle of your screen, although 32 00:00:49,870 --> 00:00:50,820 this is an on demand 33 00:00:50,820 --> 00:00:52,690 recording, we will gather your 34 00:00:52,690 --> 00:00:54,210 questions after the fact and 35 00:00:54,210 --> 00:00:55,770 respond as promptly as we 36 00:00:55,770 --> 00:00:56,810 can within the next few 37 00:00:56,810 --> 00:00:58,160 business days. So if you hear 38 00:00:58,160 --> 00:00:59,590 anything throughout the presentation you 39 00:00:59,590 --> 00:01:00,520 want to learn more about, 40 00:01:00,520 --> 00:01:01,730 be sure to throw those questions 41 00:01:01,730 --> 00:01:04,150 in there. Also note that 42 00:01:04,190 --> 00:01:05,570 this is on demand, so you 43 00:01:05,570 --> 00:01:08,110 have full playback capabilities. If 44 00:01:08,110 --> 00:01:09,230 you miss anything, need to 45 00:01:09,230 --> 00:01:10,680 stop and take a meeting 46 00:01:10,680 --> 00:01:11,700 or anything like that, that's 47 00:01:11,700 --> 00:01:13,660 completely fine. You can pause, 48 00:01:13,660 --> 00:01:14,970 come back later, it's all 49 00:01:14,970 --> 00:01:18,220 up to your convenience. As 50 00:01:18,220 --> 00:01:19,500 I said, short and sweet. 51 00:01:20,020 --> 00:01:21,670 So I'm excited to introduce 52 00:01:21,670 --> 00:01:23,470 our panel today. We have 53 00:01:23,470 --> 00:01:25,360 my partner in crime here, 54 00:01:25,360 --> 00:01:26,830 Jody Thompson, she is going 55 00:01:26,830 --> 00:01:27,680 to be one of the 56 00:01:27,680 --> 00:01:29,490 moderators for today's- Presentation. She's 57 00:01:29,490 --> 00:01:31,800 the Senior Principal Business Consultant 58 00:01:31,800 --> 00:01:33,370 here at Genesys. We also 59 00:01:33,370 --> 00:01:35,450 have Laurie Bachland, the President 60 00:01:35,450 --> 00:01:37,410 of Strategic Contact. As well 61 00:01:37,410 --> 00:01:39,300 as two of our special 62 00:01:39,300 --> 00:01:40,970 customers from Coke Business Solutions. 63 00:01:40,970 --> 00:01:42,470 We have Julie Hopkins, the 64 00:01:42,470 --> 00:01:44,730 Project Manager and Dean the 65 00:01:44,730 --> 00:01:47,370 Platform Architect. So with all 66 00:01:47,370 --> 00:01:48,800 that being said, I'm actually 67 00:01:48,800 --> 00:01:50,210 going to hand things off to 68 00:01:50,210 --> 00:01:51,400 Jody today to kick off 69 00:01:51,480 --> 00:01:53,150 the conversation. Jody, the floor 70 00:01:53,150 --> 00:01:55,980 is yours. Thank you. Hi 71 00:01:55,980 --> 00:01:57,310 everyone, great to see you 72 00:01:57,640 --> 00:01:59,550 again. So let's talk about 73 00:01:59,550 --> 00:02:01,050 change. First of all, what 74 00:02:01,050 --> 00:02:01,780 I wanted to do is 75 00:02:01,870 --> 00:02:03,660 kick things off regarding level 76 00:02:03,660 --> 00:02:05,720 setting, what change management is. 77 00:02:05,720 --> 00:02:07,740 So change management is about 78 00:02:07,740 --> 00:02:11,090 ensuring individuals and organizational adoption 79 00:02:11,090 --> 00:02:13,710 of new technology. Also, about 80 00:02:13,770 --> 00:02:16,580 adoption of processes, roles, culture, 81 00:02:16,780 --> 00:02:18,110 all of that that comes 82 00:02:18,110 --> 00:02:20,130 with a contact center migration. 83 00:02:20,690 --> 00:02:22,500 So whether change is perceived 84 00:02:22,500 --> 00:02:24,730 as simple or complex, anticipating, 85 00:02:24,820 --> 00:02:26,240 preparing and manning for change 86 00:02:26,240 --> 00:02:28,410 is essential to any organization 87 00:02:28,410 --> 00:02:30,770 as we've discussed. One of 88 00:02:30,770 --> 00:02:31,750 the... I'm sorry, two of 89 00:02:31,830 --> 00:02:32,990 the top questions I hear 90 00:02:32,990 --> 00:02:36,520 from customers is" Why do 91 00:02:36,520 --> 00:02:37,820 change management in the first 92 00:02:37,820 --> 00:02:39,450 place?" And also, " How do 93 00:02:39,450 --> 00:02:41,570 other companies do change management?" 94 00:02:41,910 --> 00:02:44,050 So for today's conversation and 95 00:02:44,050 --> 00:02:45,500 we've talked about it before, 96 00:02:45,630 --> 00:02:46,390 we want to get your 97 00:02:46,390 --> 00:02:48,500 feedback and your insight. So 98 00:02:48,500 --> 00:02:49,420 I'm going to kick things 99 00:02:49,420 --> 00:02:51,470 over first to Laurie, and 100 00:02:51,470 --> 00:02:53,380 ask Laurie and then Julie, 101 00:02:53,920 --> 00:02:55,470 can you share with us 102 00:02:56,180 --> 00:02:59,050 what... about what change management 103 00:02:59,050 --> 00:03:01,970 means to you? Yeah. Thank 104 00:03:01,970 --> 00:03:06,360 you... It's one of my 105 00:03:06,360 --> 00:03:08,300 favorite topics. I got trained 106 00:03:08,300 --> 00:03:09,150 in it a long time 107 00:03:09,150 --> 00:03:10,720 ago and get to apply it 108 00:03:10,720 --> 00:03:12,130 on projects all the time 109 00:03:12,130 --> 00:03:13,230 as a consultant, I've worked 110 00:03:13,230 --> 00:03:13,980 with a lot of different 111 00:03:13,980 --> 00:03:16,450 companies. When I'm helping clients 112 00:03:16,450 --> 00:03:17,970 understand what we're talking about 113 00:03:17,970 --> 00:03:19,660 with change management, we say 114 00:03:19,660 --> 00:03:21,080 it's concepts and tools. Everyone 115 00:03:21,570 --> 00:03:23,670 understands that project management concept, 116 00:03:24,080 --> 00:03:25,710 but this is about helping, 117 00:03:25,710 --> 00:03:27,640 as you said, individuals and 118 00:03:27,640 --> 00:03:29,480 groups change. I like to 119 00:03:29,480 --> 00:03:30,160 think of it as a 120 00:03:30,160 --> 00:03:31,640 journey. Any project you're on 121 00:03:31,710 --> 00:03:33,230 a journey, and you want 122 00:03:33,230 --> 00:03:35,040 to bring everybody along successfully 123 00:03:35,040 --> 00:03:37,050 to that target destination, and 124 00:03:37,550 --> 00:03:38,350 you're going to hit some 125 00:03:38,350 --> 00:03:39,320 bumps. You're going to have 126 00:03:39,320 --> 00:03:40,900 some detours along the way 127 00:03:41,170 --> 00:03:42,730 and change management really helps 128 00:03:42,730 --> 00:03:44,790 everybody adjust and adapt as 129 00:03:44,790 --> 00:03:45,760 you go on that journey, 130 00:03:45,760 --> 00:03:47,110 and still hopefully end up 131 00:03:47,110 --> 00:03:48,420 at the right place together 132 00:03:48,420 --> 00:03:49,780 and able to get the 133 00:03:49,780 --> 00:03:52,410 benefits of that change. Good. 134 00:03:52,800 --> 00:03:54,330 Laurie, what's your insight to 135 00:03:54,400 --> 00:03:58,410 share? Yeah, thanks Laurie and so 136 00:03:58,660 --> 00:03:59,540 when I look at change 137 00:03:59,540 --> 00:04:01,420 management, I kind of... well 138 00:04:01,420 --> 00:04:02,680 I'm a project manager, so 139 00:04:02,680 --> 00:04:03,440 I view it from a 140 00:04:03,440 --> 00:04:05,870 project management and customer perspective. 141 00:04:06,430 --> 00:04:07,810 So anytime there is a 142 00:04:07,810 --> 00:04:09,860 project, there will be organizational 143 00:04:09,860 --> 00:04:11,620 changes that'll have to be 144 00:04:11,620 --> 00:04:13,100 thought through from a customer 145 00:04:13,100 --> 00:04:15,420 perspective and to Laurie's point, 146 00:04:15,420 --> 00:04:17,040 it's about identifying that bunch 147 00:04:17,040 --> 00:04:19,330 of people in a project. 148 00:04:19,330 --> 00:04:20,460 We call those the stake 149 00:04:20,460 --> 00:04:21,850 holders, and getting them bought 150 00:04:21,850 --> 00:04:23,640 into that vision and why 151 00:04:23,640 --> 00:04:24,960 the change is needed in 152 00:04:24,960 --> 00:04:26,440 determining the plan on how 153 00:04:26,440 --> 00:04:27,900 to get them to that 154 00:04:28,730 --> 00:04:30,570 desired state. So I feel 155 00:04:30,570 --> 00:04:32,150 like if you can create 156 00:04:32,150 --> 00:04:33,720 a framework or guard rails 157 00:04:33,720 --> 00:04:35,900 around that process, that really 158 00:04:35,900 --> 00:04:38,160 is very beneficial for organizations 159 00:04:38,160 --> 00:04:39,430 to be able to obtain 160 00:04:39,800 --> 00:04:40,680 and get to the goals 161 00:04:40,680 --> 00:04:43,790 of change management. Okay great. 162 00:04:43,790 --> 00:04:45,330 So we heard some keywords 163 00:04:45,330 --> 00:04:46,960 such as guardrails, which I 164 00:04:46,960 --> 00:04:48,620 really like that phrase and 165 00:04:48,980 --> 00:04:50,390 everything that was shared so 166 00:04:50,390 --> 00:04:52,020 far. But let's talk about 167 00:04:52,020 --> 00:04:54,130 real world experiences, so Dean, 168 00:04:54,730 --> 00:04:55,530 we'd like to hear from 169 00:04:55,530 --> 00:04:57,260 you regarding change management, but 170 00:04:57,260 --> 00:04:58,180 first, can you give us 171 00:04:58,180 --> 00:04:58,930 a little bit of a 172 00:04:58,930 --> 00:05:00,920 background as to what exactly 173 00:05:00,920 --> 00:05:02,430 what was driving change at 174 00:05:02,830 --> 00:05:05,130 Coke Global Solutions and address 175 00:05:05,130 --> 00:05:07,070 why change management became such 176 00:05:07,070 --> 00:05:08,620 an essential part of your 177 00:05:08,620 --> 00:05:10,880 organization. So if you'd like, 178 00:05:11,160 --> 00:05:12,290 I will push forward that 179 00:05:12,290 --> 00:05:14,410 first slide and you can 180 00:05:14,700 --> 00:05:17,180 give us some background. Sure. 181 00:05:18,160 --> 00:05:19,700 So yeah, we were doing 182 00:05:19,700 --> 00:05:21,340 a couple of things with 183 00:05:21,340 --> 00:05:22,600 this project. So I was 184 00:05:22,800 --> 00:05:24,180 obviously the technical resource for 185 00:05:24,180 --> 00:05:25,640 the project and Joy was 186 00:05:25,640 --> 00:05:27,610 my PM that coordinated the 187 00:05:29,820 --> 00:05:34,810 project. This particular piece of 188 00:05:34,810 --> 00:05:35,760 the project was part of 189 00:05:35,800 --> 00:05:36,870 I guess a program, which 190 00:05:36,870 --> 00:05:38,110 was a larger effort to 191 00:05:39,030 --> 00:05:40,580 bring Coke forward off of 192 00:05:40,580 --> 00:05:42,520 premise based infrastructure, some pretty 193 00:05:42,520 --> 00:05:44,010 common infrastructure. I think a lot of people 194 00:05:44,010 --> 00:05:46,050 will recognize and get into 195 00:05:47,290 --> 00:05:52,290 cloud services platform, Genesys being 196 00:05:52,290 --> 00:05:53,190 one of those. It was 197 00:05:53,190 --> 00:05:55,260 several things going on, but 198 00:05:55,260 --> 00:05:58,850 Genesys was obviously the focus 199 00:05:59,110 --> 00:06:00,190 that I had. So what 200 00:06:01,620 --> 00:06:03,780 this slide illustrates the larger 201 00:06:03,780 --> 00:06:05,320 footprint that we have for 202 00:06:05,320 --> 00:06:08,020 Coke Global Services that we 203 00:06:08,020 --> 00:06:10,690 provide to our customers to 204 00:06:10,690 --> 00:06:13,210 contact service contact center capability. 205 00:06:13,990 --> 00:06:15,100 These are some of the 206 00:06:15,720 --> 00:06:18,200 sister companies that we support 207 00:06:18,200 --> 00:06:19,550 in that effort. The next 208 00:06:19,550 --> 00:06:20,490 slide is the one that 209 00:06:20,680 --> 00:06:22,530 illustrates the actual project that 210 00:06:23,260 --> 00:06:24,650 Julie and I had worked on, 211 00:06:25,930 --> 00:06:27,570 and what we were doing 212 00:06:27,570 --> 00:06:29,360 with this piece of that 213 00:06:29,360 --> 00:06:33,110 larger project was consolidating two... 214 00:06:33,770 --> 00:06:35,060 up to that point, consolidating 215 00:06:35,060 --> 00:06:37,020 two separate workflows, one being 216 00:06:37,020 --> 00:06:38,220 HR and one being IT. 217 00:06:39,710 --> 00:06:42,840 Traditional inbound contact centers, pretty 218 00:06:42,840 --> 00:06:46,390 standard stuff. The HR... excuse 219 00:06:46,390 --> 00:06:47,740 me, the IT portion of 220 00:06:47,740 --> 00:06:49,230 that was already semi global. 221 00:06:49,230 --> 00:06:50,930 We had offices in Singapore 222 00:06:50,930 --> 00:06:53,100 and China, and as part 223 00:06:53,100 --> 00:06:54,510 of this project, we opened 224 00:06:54,520 --> 00:06:56,780 up three new offices all at 225 00:06:56,810 --> 00:06:58,340 the same time migrating them 226 00:06:58,420 --> 00:07:01,470 onto Pure Cloud, which I 227 00:07:01,470 --> 00:07:02,960 guess is now Genesys Cloud. 228 00:07:03,720 --> 00:07:04,880 So there was quite a 229 00:07:04,880 --> 00:07:07,260 bit of change going on 230 00:07:07,730 --> 00:07:08,440 as we went through that. 231 00:07:11,200 --> 00:07:12,600 With that change, what was one of the things 232 00:07:13,320 --> 00:07:14,570 that made change easier for 233 00:07:14,570 --> 00:07:19,600 your organization regarding technology? Well 234 00:07:19,600 --> 00:07:23,410 like Julie mentioned, having high 235 00:07:23,410 --> 00:07:25,230 level adoption, having a strategy 236 00:07:25,230 --> 00:07:28,970 that we were performing under... 237 00:07:30,240 --> 00:07:31,650 really helped us out there. 238 00:07:31,830 --> 00:07:33,360 Having that buy in from 239 00:07:33,360 --> 00:07:36,340 a high level that this 240 00:07:36,340 --> 00:07:37,550 is the strategy, this is 241 00:07:37,550 --> 00:07:40,810 what we're doing and understand 242 00:07:40,810 --> 00:07:42,290 that this is part of 243 00:07:42,290 --> 00:07:43,640 a very larger effort. Okay. 244 00:07:44,500 --> 00:07:45,400 So that was a big 245 00:07:45,400 --> 00:07:48,100 piece of it. So were 246 00:07:48,100 --> 00:07:49,750 there any top of mind concerns 247 00:07:49,750 --> 00:07:52,040 coming to the forefront when 248 00:07:52,040 --> 00:07:52,820 you were looking at the 249 00:07:52,820 --> 00:07:58,280 entire migration process? So probably 250 00:07:58,280 --> 00:08:00,060 some of the big concerns, 251 00:08:00,060 --> 00:08:01,050 we had a good grip 252 00:08:01,050 --> 00:08:02,760 on the technology. We had 253 00:08:02,760 --> 00:08:04,240 been using it for quite 254 00:08:04,240 --> 00:08:05,700 some time, well for about 255 00:08:05,700 --> 00:08:06,190 a year and a half 256 00:08:06,190 --> 00:08:09,650 up to this point. The concern 257 00:08:09,650 --> 00:08:11,570 that we had for rolling 258 00:08:11,570 --> 00:08:12,440 it out was probably more 259 00:08:12,440 --> 00:08:13,660 of a bottom up concern, 260 00:08:13,660 --> 00:08:15,900 which was the training aspect 261 00:08:15,900 --> 00:08:18,060 in getting the users comfortable 262 00:08:18,060 --> 00:08:19,320 with the application. Some of 263 00:08:19,320 --> 00:08:21,340 them were coming from well 264 00:08:21,340 --> 00:08:23,120 known or well understood platforms 265 00:08:23,120 --> 00:08:24,100 that they really liked and 266 00:08:24,100 --> 00:08:26,730 had a good comfort... sense 267 00:08:26,730 --> 00:08:28,890 of comfort around, and so 268 00:08:28,890 --> 00:08:30,600 in order to address that, 269 00:08:30,600 --> 00:08:32,590 we adopted a train to 270 00:08:32,590 --> 00:08:36,460 trainer mentality. Where we worked, 271 00:08:36,460 --> 00:08:37,420 Julie and I and then the 272 00:08:37,420 --> 00:08:38,870 rest of the project worked 273 00:08:38,870 --> 00:08:40,160 with what we called early 274 00:08:40,160 --> 00:08:42,560 adopters or power users. We 275 00:08:42,570 --> 00:08:43,760 got them into the platform 276 00:08:43,760 --> 00:08:45,130 early, we trained them, we 277 00:08:45,940 --> 00:08:46,920 got them to feel good 278 00:08:46,920 --> 00:08:48,270 about it so that they could 279 00:08:48,270 --> 00:08:50,370 then go back to their 280 00:08:50,370 --> 00:08:52,250 teams and be the people 281 00:08:52,250 --> 00:08:54,580 that really represented back to 282 00:08:54,580 --> 00:09:00,130 the end users. Part of this was that your technical change was because 283 00:09:00,510 --> 00:09:02,900 the system was aging and 284 00:09:02,900 --> 00:09:04,300 moving towards end of life 285 00:09:04,300 --> 00:09:05,700 support, so that's part of 286 00:09:05,700 --> 00:09:06,670 why you needed to make 287 00:09:06,670 --> 00:09:10,330 the change, correct? Yes. Correct. 288 00:09:10,330 --> 00:09:12,500 We had as an organization 289 00:09:12,500 --> 00:09:13,370 at a very high level 290 00:09:13,490 --> 00:09:15,310 had adopted a cloud first 291 00:09:15,740 --> 00:09:17,920 strategy, just across all IT 292 00:09:17,920 --> 00:09:19,350 services, all IT delivery and 293 00:09:19,560 --> 00:09:22,640 this was a piece of that. Okay and Julie, 294 00:09:22,640 --> 00:09:24,110 can you add anything addition 295 00:09:24,110 --> 00:09:24,710 to that, some of the 296 00:09:24,710 --> 00:09:26,720 type of mind concerns that 297 00:09:26,720 --> 00:09:28,610 came when yo