{"id":92919,"date":"2018-09-27T10:12:01","date_gmt":"2018-09-27T17:12:01","guid":{"rendered":"https:\/\/www.genesys.com\/?page_id=92919"},"modified":"2019-02-07T13:03:38","modified_gmt":"2019-02-07T21:03:38","slug":"webinars","status":"publish","type":"page","link":"https:\/\/www.genesys.com\/zh-cn\/webinars","title":{"rendered":"\u7f51\u7edc\u7814\u8ba8\u4f1a"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section full_width=&#8221;stretch_row&#8221; el_class=&#8221;section_header&#8221; css=&#8221;.vc_custom_1533567890890{background-image: url(https:\/\/www.genesys.com\/media\/c1239804-v5-webinars.jpg?id=84847) !important;}&#8221;][vc_row equal_height=&#8221;yes&#8221; content_placement=&#8221;middle&#8221;][vc_column width=&#8221;2\/3&#8243;][vc_column_text]<\/p>\n<h1>\u4ece\u4e13\u5bb6\u3001\u5206\u6790\u5e08\u548c\u5ba2\u6237\u90a3\u91cc\u4e86\u89e3\u6700\u65b0\u4fe1\u606f<\/h1>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243;][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=&#8221;stretch_row&#8221; el_class=&#8221;cta-bar&#8221; css=&#8221;.vc_custom_1522458207688{padding-top: 0px !important;padding-bottom: 0px !important;}&#8221;][vc_row full_width=&#8221;stretch_row&#8221; css=&#8221;.vc_custom_1522458201976{padding-top: 0px !important;padding-bottom: 0px !important;}&#8221;][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=&#8221;stretch_row&#8221;][vc_row][vc_column][vc_column_text]<\/p>\n<h2 style=\"text-align: center;\">\u5373\u5c06\u4e3e\u529e\u7684\u7f51\u7edc\u7814\u8ba8\u4f1a<\/h2>\n<p>[\/vc_column_text]<div class=\"customgrid grid_type-single display-flex\"><div class=\"grid-container gap-webinars grid-col-4\"><div class=\"row pt-0  gutter-small \"><div  class=\"grid-item item_local col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Customer,Outbound,\u4eba\u5de5\u667a\u80fd\u548c\u81ea\u52a8\u5316,ai and automation,\u91d1\u878d,financial\" data-status=\"publish\"><a class=\"card component wide bgc-lgray h-100\" href=\"https:\/\/www.genesys.com\/zh-cn\/webinars\/pingan-replacement\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Customer Webinar<\/p><div class=\"webinar-thumb webinar-thumb-default\"><img decoding=\"async\" height=\"103\" width=\"440\" src=\"https:\/\/genbin.genesys.com\/media\/genesys_icon.svg\" alt=\"G\u9047\u52c7\u8fdb\uff0c\u4f20\u7edf\u547c\u53eb\u4e2d\u5fc3\u7684\u5e73\u5b89\u8f6c\u578b\"><\/div><p class=\"post_post webinar_date date_default\"><span class=\"panel\"><span class=\"value\">On-demand Webinar<\/span><\/span><\/p><h3 class=\"mb-0 text-18 font-weight-bold\">G\u9047\u52c7\u8fdb\uff0c\u4f20\u7edf\u547c\u53eb\u4e2d\u5fc3\u7684\u5e73\u5b89\u8f6c\u578b<\/h3><div class=\"metadata-search\" style=\"display:none 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co_thick=\"2px\"]\r\n\r\n\u73b0\u5728\u9009\u62e9Genesys\u662f\u518d\u660e\u667a\u4e0d\u8fc7\u7684\u4e86\u3002\u4e91\u3001\u6570\u5b57\u5316\u3001\u4eba\u5de5\u667a\u80fd\uff0cGenesys\u6b63\u4ee5\u65e5\u65b0\u6708\u5f02\u7684\u98a0\u8986\u6027\u6280\u672f\u521b\u65b0\u52a9\u529b\u4f01\u4e1a\u4ea4\u4ed8\u5353\u8d8a\u5ba2\u6237\u4f53\u9a8c\u3002\u5728\u5373\u5c06\u6765\u4e34\u7684Genesys\u72ec\u5bb6\u5728\u7ebf\u7814\u8ba8\u4f1a\u4e0a\uff0cGenesys \u9996\u5e2d\u4ea7\u54c1\u5b98Peter Graf\u5c06\u4e0e\u53c2\u4f1a\u8005\u5206\u4eab\u4eba\u5de5\u667a\u80fd\u5982\u4f55\u8d4b\u80fd\u5ba2\u6237\u5386\u7a0b\u548c\u5458\u5de5\u5386\u7a0b\u3002\r\n\r\n\u52a0\u5165\u5728\u7ebf\u7814\u8ba8\u4f1a\uff0c\u60a8\u5c06\u4e86\u89e3\u5230\u5907\u53d7\u4fe1\u8d56\u7684Genesys\u89e3\u51b3\u65b9\u6848\u5982\u4f55\u5e2e\u52a9\u4f01\u4e1a\uff1a\r\n\r\n 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Genesys\uff0c\u60a8\u53ef\u4ee5\u8bbe\u8ba1\u4e00\u4e2a\u53ef\u63d0\u4f9b\u5168\u6e20\u9053\u4ea4\u4e92\u5e76\u6355\u83b7\u6bcf\u4e2a\u6e20\u9053\u4e0a\u7684\u5ba2\u6237\u5bf9\u8bdd\u7684\u4e92\u8054\u5e73\u53f0\u3002\r\n\r\n\u6211\u4eec\u8bda\u9080\u60a8\u53c2\u52a0\u57282022\u5e7409\u670821\u65e5 \u661f\u671f\u4e09 \u4e0a\u534810:30\u5206\u4e3e\u529e\u7684\u7ebf\u4e0a\u7814\u8ba8\u4f1a\r\n\u5c4a\u65f6\u6211\u4eec\u4f1a\u9080\u8bf7\u5236\u9020\u4e1a\u795e\u79d8\u5609\u5bbe\u505a\u5ba2Genesys\u76f4\u64ad\u7814\u8ba8\u4f1a\uff0c\u5206\u4eab\u771f\u5b9e\u6848\u4f8b\uff1a\r\n\r\n\r\n \t\u4e00\u4e2a\u63a5\u8fd1\u767e\u5e74\u7684global\u54c1\u724c\uff0c\u5728\u56fd\u5185\u5982\u4f55\u6839\u636e\u81ea\u8eab\u9700\u6c42\u505a\u51fa\u76f8\u5e94\u53d8\u5316\r\n \t\u4e00\u4e2a\u4ee5\u624e\u6839\u672c\u571f\u4e3a\u76ee\u6807\u7684\u4f01\u4e1a\uff0c\u5982\u4f55\u4e3a\u5ba2\u6237\u63d0\u4f9b\u66f4\u7406\u60f3\u7684\u670d\u52a1\u54c1\u8d28\r\n \t\u6765\u81ea\u8fd9\u5bb6\u4f01\u4e1a\u7684\u5609\u5bbe\uff0c\u5c06\u4e3a\u60a8\u5206\u4eab\u771f\u5b9e\u6848\u4f8b\r\n\r\n\u6ce8\u518c\u6210\u529f\u540e\u60a8\u5c06\u4f1a\u6536\u5230zoom\u7684\u7cfb\u7edf\u90ae\u4ef6\u901a\u77e5\uff0c\u8bf7\u6ce8\u610f\u67e5\u6536\r\n[mktoform cta_header=\"\u7acb\u5373\u6ce8\u518c\" cta_button=\"\u7acb\u5373\u6ce8\u518c\" cms_hold=\"RG\" cid_id=\"7011T000001YpTbQAK\"]\r\n\u4e3b \u6301 \u4eba\r\n\r\n\u9a86\u4e3d\u5a1f\r\n\u4e9a\u592a\u9996\u5e2d\u54a8\u8be2\u987e\u95ee\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_local col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"\u5b9e\u7528\u6307\u5357,practical guide,Grow your business,\u6539\u5584\u5ba2\u6237\u4f53\u9a8c,improve customer experience,\u6570\u5b57\u5316,digital\" data-status=\"publish\"><a class=\"card component wide bgc-lgray h-100\" href=\"https:\/\/www.genesys.com\/zh-cn\/webinars\/mnc_digital_ai\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">\u5728\u7ebf\u7814\u8ba8\u4f1a &#8211; \u4e3a\u8de8\u56fd\u4f01\u4e1a\u6570\u5b57\u5316\u8f6c\u578b\uff0c \u6253\u9020\u534f\u540c\u529e\u516c\u7684\u4e13\u5bb6\u5ba2\u670d<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\n\u5728\u7ebf\u7814\u8ba8\u4f1a\r\n\r\n\u4e3a\u8de8\u56fd\u4f01\u4e1a\u6570\u5b57\u5316\u8f6c\u578b\uff0c \u6253\u9020\u534f\u540c\u529e\u516c\u7684\u4e13\u5bb6\u5ba2\u670d\r\n\r\nGenesys\u643a\u624b\u5965\u79d1\u5f3a\u52bf\u51fa\u51fb\r\n[cutoff co_thick=\"2px\"]\u6211\u4eec\u8bda\u9080\u60a8\u53c2\u52a0Genesys\u8054\u5408\u5965\u79d1\u516c\u53f8\u57282022\u5e747\u670826\u65e5 \u661f\u671f\u4e8c \u4e0a\u534810:30\u5206\u643a\u624b\u4e3e\u529e\u7684\u7ebf\u4e0a\u7814\u8ba8\u4f1a\uff0c\u4e86\u89e3\u6211\u4eec\u5982\u4f55\u6709\u6548\u5229\u7528\u4e91\u67b6\u6784\uff0c\u5b9e\u73b0\u591a\u5730\u533a\u5458\u5de5\u7684\u9ad8\u6548\u534f\u540c\uff0c\u63d0\u4f9b\u4e13\u5bb6\u89c6\u9891\u6307\u5bfc\uff0c\u8ba9AI\u5ba2\u670d\u6ee1\u8db3\u7528\u6237\u7684\u4e2a\u6027\u5316\u4f53\u9a8c\u3002\r\n\r\n\u968f\u7740\u75ab\u60c5\u5728\u5168\u7403\u9a71\u7f13\uff0c\u8de8\u56fd\u4f01\u4e1a\u5168\u7403\u5316\u5e03\u5c40\u548c\u4e2d\u56fd\u4f01\u4e1a\u7684\u51fa\u6d77\u53d1\u5c55\u5f00\u59cb\u52a0\u901f\u3002\u56e0\u6b64\uff0c\u6570\u5b57\u5316\u8f6c\u578b\u662f\u652f\u6301\u4f01\u4e1a\u6269\u5f20\u7684\u5f3a\u5927\u5f15\u64ce\u3002\r\n\r\n\u8bf7\u770bGenesys\u8054\u5408\u5965\u79d1\u516c\u53f8\u8054\u624b\u4e3a\u60a8\u89e3\u7b54\uff1a\r\n\r\n \t\u57fa\u4e8e\u4e91\u67b6\u6784\u7684\u529e\u516c\u548c\u5ba2\u670d\u4f53\u9a8c\r\n \t\u8fdc\u7a0b\u529e\u516c\u4e0e\u8fdc\u7a0b\u5ea7\u5e2d\u9ad8\u6548\u534f\u540c\r\n \tAI\u5ba2\u670d\u7684\u4e2a\u6027\u5316\u4f53\u9a8c\r\n \t\u8de8\u56fd\u4f01\u4e1a\u529e\u516c\u4e0e\u4e13\u5bb6\u5ba2\u670d\u6848\u4f8b \uff08\u96c6\u6210\u5fae\u8f6fTEAMS\u65b9\u6848\uff09\r\n\r\n&nbsp;\r\n\u6ce8\u518c\u6210\u529f\u540e\u60a8\u5c06\u4f1a\u6536\u5230zoom\u7684\u7cfb\u7edf\u90ae\u4ef6\u901a\u77e5\uff0c\u8bf7\u6ce8\u610f\u67e5\u6536\r\n[mktoform cta_header=\"\u7acb\u5373\u6ce8\u518c\" cta_button=\"\u7acb\u5373\u6ce8\u518c\" cms_hold=\"RG\" cid_id=\"7011T000001YnVHQA0\"]\r\n\u6f14 \u8bb2 \u4eba\r\n\r\n\u9a86\u4e3d\u5a1f\r\n\u4e9a\u592a\u9996\u5e2d\u54a8\u8be2\u987e\u95ee\r\nGenesys \r\n\r\n\u6e29\u5b66\u519b\r\n\r\n\u4e2d\u56fd\u9996\u5e2d\u65b9\u6848\u4e13\u5bb6\r\n\u5965\u79d1\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_local col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"\" data-status=\"publish\"><a class=\"card component wide bgc-lgray h-100\" href=\"https:\/\/www.genesys.com\/zh-cn\/webinars\/empathy-cx\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Genesys\u4e13\u5bb6\u89e3\u8bfb &#8211; \u540c\u7406\u5fc3\u4ea4\u4e92\u6d4b\u8bc4\u65b9\u6cd5<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\n\u5728\u7ebf\u7814\u8ba8\u4f1a\n\n\u540c\u7406\u5fc3\u4ea4\u4e92\u6d4b\u8bc4\u6f14\u7ece\n\nGenesys\u4e13\u5bb6\u73b0\u573a\u89e3\u8bfb\n[cutoff co_thick=\"2px\"]\u540c\u7406\u5fc3\u7684\u6c9f\u901a\u662f\u6587\u660e\u7684\u4f53\u73b0\uff0c\u5171\u60c5\u5316\u4f53\u9a8c\u662f\u94f8\u9020\u4f01\u4e1a\u54c1\u724c\u4ef7\u503c\u7684\u5173\u952e\u3002 \u5171\u60c5\u6846\u67b6\u53ef\u4ee5\u79ef\u6781\u5f71\u54cd\u4f01\u4e1a\u8054\u7edc\u4e2d\u5fc3KPI\u3002\u5c06\u540c\u7406\u5fc3\u5e94\u7528\u4e8e\u5b9e\u9645\u7684\u4e1a\u52a1\u6311\u6218\uff0c\u4e86\u89e3\u5ba2\u6237\u9700\u6c42\uff0c\u5206\u6790\u4fe1\u606f\u5e76\u9884\u6d4b\u6b63\u786e\u7684\u54cd\u5e94\u6e20\u9053\uff0c\u9ad8\u6548\u56de\u5e94\u5ba2\u6237\u3002\u540c\u65f6\uff0c\u4f01\u4e1a\u5229\u7528\u4eba\u5de5\u667a\u6167\uff08AI\uff09\u79d1\u6280\u5206\u6790\u4f53\u9a8c\u5386\u7a0b\u4e2d\u7684\u6570\u636e\u5e76\u81ea\u6211\u5b66\u4e60\uff0c\u5728\u4e0d\u65ad\u5b66\u4e60\u4e2d\u6539\u8fdb\u7ba1\u7406\u65b9\u5f0f\u3002\u7136\u800c\u5b9e\u73b0\u8fd9\u4e00\u613f\u666f\u4ecd\u6709\u6311\u6218\u3002\n\n\u540c\u7406\u5fc3\u9700\u8981\u5e94\u7528\u5ba2\u6237\u6570\u636e\u53ca\u5458\u5de5\u6570\u636e\uff0c\u4f7f\u7528\u4eba\u5de5\u667a\u80fd\u6280\u672f\uff0c\u5e76\u8de8\u5e02\u573a\u3001\u9500\u552e\u53ca\u670d\u52a1\u90e8\u95e8\u8fdb\u884c\u534f\u4f5c\u3002Genesys\u8bbe\u8ba1\u4e86\u4e00\u4e2a\u81ea\u6211\u8bc4\u4f30\u4f53\u73b0\uff0c\u5e2e\u52a9\u4f01\u4e1a\u9274\u522b\u5f53\u4e0b\u4e0e\u5ba2\u6237\u4ea4\u4e92\u7684\u72b6\u6001\u3001\u4f18\u52bf\u3001\u52a3\u52bf\uff0c\u627e\u5230\u4eca\u540e\u5982\u4f55\u9ad8\u6548\u4f18\u5316\u7684\u65b9\u6cd5\u3002\n\n\u56e0\u6b64\uff0c\u6211\u4eec\u9080\u8bf7\u60a8\u53c2\u52a02022\u5e746\u670828\u65e5 \u661f\u671f\u4e8c \u4e0a\u534810:30\u5206\u7ebf\u4e0a\u7814\u8ba8\u4f1a\uff0cGenesys\u7684\u6280\u672f\u4e13\u5bb6\u4e3a\u60a8\u8be6\u7ec6\u4ecb\u7ecd\u5982\u4f55\u81ea\u6d4b\u4f01\u4e1a\u540c\u7406\u5fc3\u4f53\u9a8c\u8bc4\u4f30\uff0c\u5982\u4f55\u89e3\u8bfb\u8bc4\u4f30\u540e\u5f97\u5230\u7684\u4e2a\u6027\u5316\u7684\u62a5\u544a\uff0c\u7136\u540e\u5982\u4f55\u5229\u7528Genesys\u9886\u5148\u7684\u4e91\u5ba2\u6237\u4f53\u9a8c\u4e2d\u5fc3\u65b9\u6848\uff0c\u63d0\u5347\u8d35\u53f8\u7684\u540c\u7406\u5fc3\u4ea4\u4e92\u80fd\u529b\u3002\n\n&nbsp;\n\u6ce8\u518c\u6210\u529f\u540e\u60a8\u5c06\u4f1a\u6536\u5230zoom\u7684\u7cfb\u7edf\u90ae\u4ef6\u901a\u77e5\uff0c\u8bf7\u6ce8\u610f\u67e5\u6536\n[mktoform cta_header=\"\u7acb\u5373\u6ce8\u518c\" cta_button=\"\u7acb\u5373\u6ce8\u518c\" cms_hold=\"RG\" cid_id=\"7011T000001YmoqQAC\"]\n\u6f14 \u8bb2 \u4eba\n\n\u9a86\u4e3d\u5a1f\n\u4e9a\u592a\u533a\u9996\u5e2d\u54a8\u8be2\u987e\u95ee\nGenesys\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_local col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"\" data-status=\"publish\"><a class=\"card component wide bgc-lgray h-100\" href=\"https:\/\/www.genesys.com\/zh-cn\/webinars\/empathy-ai\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">\u7dda\u4e0a\u7814\u8a0e\u6703 &#8211; \u540c\u7406\u5fc3\u4e92\u52d5\u6e2c\u8a55\u548c\u5831\u544a\u5206\u6790<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\u7dda\u4e0a\u7814\u8a0e\u6703\r\n\u540c\u7406\u5fc3\u4e92\u52d5\u6e2c\u8a55\u548c\u5831\u544a\u5206\u6790\r\n\r\nGenesys\u651c\u624b\u5357\u8a0a\u4f01\u696d\r\n[cutoff co_thick=\"2px\"]\u9762\u5c0d\u6108\u4f86\u6108\u56b4\u82db\u7684\u5e02\u5834\u7af6\u722d\u8207\u5168\u7403\u653f\u7d93\u60c5\u52e2\uff0c\u540c\u7406\u5fc3\u7684\u6e9d\u901a\u662f\u6587\u660e\u7684\u9ad4\u73fe\uff0c\u4e5f\u662f\u9444\u9020\u54c1\u724c\u50f9\u503c\u7684\u95dc\u9375\u3002\u5171\u60c5\u6846\u67b6\u53ef\u4ee5\u7a4d\u6975\u5f71\u97ff\u4f01\u696d\u806f\u7d61\u4e2d\u5fc3KPI\u3002\u5c07\u540c\u7406\u5fc3\u61c9\u7528\u65bc\u5be6\u969b\u7684\u696d\u52d9\u6311\u6230\uff0c\u4f01\u696d\u6703\u76e1\u53ef\u80fd\u591a\u5730\u77ad\u89e3\u5ba2\u6236\uff0c\u628a\u9019\u4e9b\u8cc7\u8a0a\u8f49\u5316\u70ba\u7406\u89e3\u202f\u4e26\u9810\u6e2c\u6b63\u78ba\u7684\u56de\u61c9\u7b66\u9053\uff0c\u63a1\u53d6\u884c\u52d5\u4e26\u505a\u51fa\u56de\u61c9\u3002\u540c\u6642\uff0c\u4f01\u696d\u5c07\u8861\u91cf\u4e92\u52d5\u7684\u6210\u529f\u7d50\u679c\uff0c\u5229\u7528\u4eba\u5de5\u667a\u6167\uff08AI\uff09\u79d1\u6280\u5206\u6790\u6578\u64da\u4e26\u81ea\u6211\u5b78\u7fd2\uff0c\u5728\u4e0d\u65b7\u5b78\u7fd2\u4e2d\u6539\u9032\u7ba1\u7406\u7ba1\u9053\u3002\u4f46\u5c07\u9019\u4e00\u9858\u666f\u7d50\u5408\u8d77\u4f86\u4ecd\u6709\u6311\u6230\u3002\u6578\u64da\u3001\u79d1\u6280\u65b9\u6848\u548c\u7d44\u7e54\u4e2d\u73fe\u6709\u7684\u5b64\u5cf6\u8b93\u4eba\u89ba\u5f97\u9019\u662f\u4e00\u9805\u4e0d\u53ef\u903e\u8d8a\u7684\u58ef\u8209\uff0c\u8d85\u51fa\u4e86\u6211\u5011\u7684\u80fd\u529b\u3001\u6642\u9593\u8868\u6216\u9810\u7b97\u3002\r\n\r\n\u6b61\u8fce\u60a8\u53c3\u52a0Genesys&amp;\u5357\u8a0a\u4f01\u696d\u80a1\u4efd\u6709\u9650\u516c\u53f8\u8209\u8fa6\u7684\u7dda\u4e0a\u7814\u8a0e\u6703 \u2013\u00a02022\u5e746\u670830\u65e5 \u661f\u671f\u56db \u4e0a\u534810:30\u5206\u523011:30\u5206\uff0c\u672c\u6b21\u7814\u8a0e\u6703\u7684\u8b70\u7a0b\u6211\u5011\u5982\u4f55\u5e6b\u52a9\u4f01\u696d\u52a0\u5f3a\u5ba2\u6236\u5fe0\u8aa0\u5ea6\u4e26\u65b0\u589e\u92b7\u552e\u6a5f\u6703\u3002\r\n\r\n\u540c\u7406\u5fc3\u9700\u8981\u61c9\u7528\u5ba2\u6236\u6578\u64da\u53ca\u54e1\u5de5\u6578\u64da\uff0c\u4f7f\u7528\u4eba\u5de5\u667a\u6167\u79d1\u6280\uff0c\u4e26\u8de8\u5e02\u5834\u3001\u92b7\u552e\u53ca\u670d\u52d9\u90e8\u9580\u9032\u884c\u5408\u4f5c\u3002Genesys\u8a2d\u8a08\u4e86\u4e00\u500b\u81ea\u6211\u8a55\u4f30\u6a21\u578b\uff0c\u5e6b\u52a9\u4f01\u696d\u9452\u5225\u7576\u4e0b\u8207\u5ba2\u6236\u4e92\u52d5\u7684\u72c0\u614b\u3001\u512a\u52e2\u3001\u52a3\u52e2\uff0c\u627e\u5230\u4eca\u5f8c\u5982\u4f55\u9ad8\u6548\u512a\u5316\u7684\u65b9\u6cd5\u3002\r\n\r\n\u56d9\u6b64\uff0c\u6211\u5011\u9080\u8acb\u60a8\u53c3\u52a0\u7dda\u4e0a\u7814\u8a0e\u6703\uff0c\u8ba9Genesys\u7684\u79d1\u6280\u5c08\u5bb6\u70ba\u60a8\u8a73\u7d30\u4ecb\u7d39\u5982\u4f55\u81ea\u6e2c\u4f01\u696d\u540c\u7406\u5fc3\u9ad4\u9a57\u8a55\u4f30\uff0c\u5982\u4f55\u89e3\u8b80\u8a55\u4f30\u5f8c\u7684\u500b\u6027\u5316\u7684\u5831\u544a\uff0c\u7136\u5f8c\u5982\u4f55\u5229\u7528Genesys\u9818\u5148\u7684\u96f2\u5ba2\u6236\u9ad4\u9a57\u4e2d\u5fc3\u65b9\u6848\uff0c\u63d0\u5347\u8cb4\u53f8\u7684\u540c\u7406\u5fc3\u4e92\u52d5\u80fd\u529b\u3002\r\n\r\n&nbsp;\r\n\u8a3b\u518a\u6210\u529f\u5f8c\u60a8\u5c07\u6703\u6536\u5230zoom\u7684\u7cfb\u7d71\u90f5\u4ef6\u901a\u77e5\uff0c\u8acb\u8a3b\u610f\u67e5\u6536\r\n[mktoform cta_header=\"\u7acb\u5373\u8a3b\u518a\" cta_button=\"\u7acb\u5373\u8a3b\u518a\" cms_hold=\"RG\" cid_id=\"7011T000001YmPdQAK\"]\r\n\u6f14 \u8b1b \u4eba\r\n\r\nElla Wang\r\n\u696d\u52d9\u65b9\u6848\u9867\u554f\r\nGenesys\u53f0\u7063\r\n\r\n\r\nEric Tseng\r\n\u7522\u54c1\u9867\u554f\r\nNSE\u5357\u8a0a\u4f01\u696d\r\n\r\n<\/div><\/div><\/a><\/div><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section full_width=&#8221;stretch_row&#8221; css=&#8221;.vc_custom_1525395766571{background-color: #23395D !important;}&#8221;][vc_row][vc_column]<div class=\"external-filter filter-count-2 filter-webinars\"><label>\u7b5b\u9009:<\/label><select id=\"filter_type_webinar_type\" class=\"filter-input\" data-label=\"\u7c7b\u578b\"><option value=\"\" selected>\u7c7b\u578b<\/option><option value=\"Analyst\" data-slug=\"analyst\">Analyst<\/option><option value=\"AppFoundry\" data-slug=\"appfoundry\">AppFoundry<\/option><option value=\"Best Practice\" data-slug=\"best-practice\">Best Practice<\/option><option value=\"Customer\" data-slug=\"customer\">Customer<\/option><option value=\"Demo\" data-slug=\"demo\">Demo<\/option><option value=\"Partner\" data-slug=\"partner\">Partner<\/option><option value=\"Webinar Bytes\" data-slug=\"webinar-bytes\">Webinar Bytes<\/option><\/select><input class=\"search\" id=\"filter_search\" data-label=\"\u641c\u7d22\" placeholder=\"\u641c\u7d22\"><div class=\"filter_clear\">\u6e05\u9664<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section full_width=&#8221;stretch_row&#8221; el_class=&#8221;resource-row&#8221;][vc_row][vc_column]<div class=\"customgrid grid_type-single display-flex\"><div class=\"grid-container gap-webinars grid-col-4\"><div class=\"row pt-0 filter-active gutter-small \"><div  class=\"grid-item item_local col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"\" data-status=\"publish\"><a class=\"card component wide bgc-lgray h-100\" href=\"https:\/\/www.genesys.com\/zh-cn\/webinars\/manufacture\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">\u8d4b\u80fd\u5ba2\u6237\u751f\u547d\u5468\u671f\u7ba1\u7406\uff0c\u63a8\u52a8\u667a\u80fd\u5236\u9020\u4f53\u9a8c\u521b\u65b0<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\n\u5728\u7ebf\u7814\u8ba8\u4f1a\r\n\r\n\u8d4b\u80fd\u5ba2\u6237\u751f\u547d\u5468\u671f\u7ba1\u7406\uff0c\r\n\u63a8\u52a8\u667a\u80fd\u5236\u9020\u4f53\u9a8c\u521b\u65b0\r\n\r\n\u5236\u9020\u4e1a\u795e\u79d8\u5609\u5bbe\u505a\u5ba2Genesys\u76f4\u64ad\u7814\u8ba8\u4f1a\r\n[cutoff co_thick=\"2px\"]\u5982\u4eca\u7684\u6d88\u8d39\u54c1\u5236\u9020\u5546\u8d8a\u6765\u8d8a\u591a\u5730\u5c1d\u8bd5\u4e0e\u6d88\u8d39\u8005\u5efa\u7acb\u76f4\u63a5\u5173\u7cfb\u3002 \u4f5c\u4e3a\u5236\u9020\u5546\uff0c\u60a8\u9700\u8981\u901a\u8fc7\u63d0\u4f9b\u4e92\u52a8\u5f0f\u5ba2\u6237\u4f53\u9a8c\u6765\u5b9e\u73b0\u5dee\u5f02\u5316\u3002\r\n\r\n\u501f\u52a9 Genesys\uff0c\u60a8\u53ef\u4ee5\u8bbe\u8ba1\u4e00\u4e2a\u53ef\u63d0\u4f9b\u5168\u6e20\u9053\u4ea4\u4e92\u5e76\u6355\u83b7\u6bcf\u4e2a\u6e20\u9053\u4e0a\u7684\u5ba2\u6237\u5bf9\u8bdd\u7684\u4e92\u8054\u5e73\u53f0\u3002\r\n\r\n\u6211\u4eec\u8bda\u9080\u60a8\u53c2\u52a0\u57282022\u5e7409\u670821\u65e5 \u661f\u671f\u4e09 \u4e0a\u534810:30\u5206\u4e3e\u529e\u7684\u7ebf\u4e0a\u7814\u8ba8\u4f1a\r\n\u5c4a\u65f6\u6211\u4eec\u4f1a\u9080\u8bf7\u5236\u9020\u4e1a\u795e\u79d8\u5609\u5bbe\u505a\u5ba2Genesys\u76f4\u64ad\u7814\u8ba8\u4f1a\uff0c\u5206\u4eab\u771f\u5b9e\u6848\u4f8b\uff1a\r\n\r\n\r\n \t\u4e00\u4e2a\u63a5\u8fd1\u767e\u5e74\u7684global\u54c1\u724c\uff0c\u5728\u56fd\u5185\u5982\u4f55\u6839\u636e\u81ea\u8eab\u9700\u6c42\u505a\u51fa\u76f8\u5e94\u53d8\u5316\r\n \t\u4e00\u4e2a\u4ee5\u624e\u6839\u672c\u571f\u4e3a\u76ee\u6807\u7684\u4f01\u4e1a\uff0c\u5982\u4f55\u4e3a\u5ba2\u6237\u63d0\u4f9b\u66f4\u7406\u60f3\u7684\u670d\u52a1\u54c1\u8d28\r\n \t\u6765\u81ea\u8fd9\u5bb6\u4f01\u4e1a\u7684\u5609\u5bbe\uff0c\u5c06\u4e3a\u60a8\u5206\u4eab\u771f\u5b9e\u6848\u4f8b\r\n\r\n\u6ce8\u518c\u6210\u529f\u540e\u60a8\u5c06\u4f1a\u6536\u5230zoom\u7684\u7cfb\u7edf\u90ae\u4ef6\u901a\u77e5\uff0c\u8bf7\u6ce8\u610f\u67e5\u6536\r\n[mktoform cta_header=\"\u7acb\u5373\u6ce8\u518c\" cta_button=\"\u7acb\u5373\u6ce8\u518c\" cms_hold=\"RG\" cid_id=\"7011T000001YpTbQAK\"]\r\n\u4e3b \u6301 \u4eba\r\n\r\n\u9a86\u4e3d\u5a1f\r\n\u4e9a\u592a\u9996\u5e2d\u54a8\u8be2\u987e\u95ee\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_local col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"\u5b9e\u7528\u6307\u5357,practical guide,Grow your business,\u6539\u5584\u5ba2\u6237\u4f53\u9a8c,improve customer experience,\u6570\u5b57\u5316,digital\" data-status=\"publish\"><a class=\"card component wide bgc-lgray h-100\" href=\"https:\/\/www.genesys.com\/zh-cn\/webinars\/mnc_digital_ai\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">\u5728\u7ebf\u7814\u8ba8\u4f1a &#8211; \u4e3a\u8de8\u56fd\u4f01\u4e1a\u6570\u5b57\u5316\u8f6c\u578b\uff0c \u6253\u9020\u534f\u540c\u529e\u516c\u7684\u4e13\u5bb6\u5ba2\u670d<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\n\u5728\u7ebf\u7814\u8ba8\u4f1a\r\n\r\n\u4e3a\u8de8\u56fd\u4f01\u4e1a\u6570\u5b57\u5316\u8f6c\u578b\uff0c \u6253\u9020\u534f\u540c\u529e\u516c\u7684\u4e13\u5bb6\u5ba2\u670d\r\n\r\nGenesys\u643a\u624b\u5965\u79d1\u5f3a\u52bf\u51fa\u51fb\r\n[cutoff co_thick=\"2px\"]\u6211\u4eec\u8bda\u9080\u60a8\u53c2\u52a0Genesys\u8054\u5408\u5965\u79d1\u516c\u53f8\u57282022\u5e747\u670826\u65e5 \u661f\u671f\u4e8c \u4e0a\u534810:30\u5206\u643a\u624b\u4e3e\u529e\u7684\u7ebf\u4e0a\u7814\u8ba8\u4f1a\uff0c\u4e86\u89e3\u6211\u4eec\u5982\u4f55\u6709\u6548\u5229\u7528\u4e91\u67b6\u6784\uff0c\u5b9e\u73b0\u591a\u5730\u533a\u5458\u5de5\u7684\u9ad8\u6548\u534f\u540c\uff0c\u63d0\u4f9b\u4e13\u5bb6\u89c6\u9891\u6307\u5bfc\uff0c\u8ba9AI\u5ba2\u670d\u6ee1\u8db3\u7528\u6237\u7684\u4e2a\u6027\u5316\u4f53\u9a8c\u3002\r\n\r\n\u968f\u7740\u75ab\u60c5\u5728\u5168\u7403\u9a71\u7f13\uff0c\u8de8\u56fd\u4f01\u4e1a\u5168\u7403\u5316\u5e03\u5c40\u548c\u4e2d\u56fd\u4f01\u4e1a\u7684\u51fa\u6d77\u53d1\u5c55\u5f00\u59cb\u52a0\u901f\u3002\u56e0\u6b64\uff0c\u6570\u5b57\u5316\u8f6c\u578b\u662f\u652f\u6301\u4f01\u4e1a\u6269\u5f20\u7684\u5f3a\u5927\u5f15\u64ce\u3002\r\n\r\n\u8bf7\u770bGenesys\u8054\u5408\u5965\u79d1\u516c\u53f8\u8054\u624b\u4e3a\u60a8\u89e3\u7b54\uff1a\r\n\r\n \t\u57fa\u4e8e\u4e91\u67b6\u6784\u7684\u529e\u516c\u548c\u5ba2\u670d\u4f53\u9a8c\r\n \t\u8fdc\u7a0b\u529e\u516c\u4e0e\u8fdc\u7a0b\u5ea7\u5e2d\u9ad8\u6548\u534f\u540c\r\n \tAI\u5ba2\u670d\u7684\u4e2a\u6027\u5316\u4f53\u9a8c\r\n \t\u8de8\u56fd\u4f01\u4e1a\u529e\u516c\u4e0e\u4e13\u5bb6\u5ba2\u670d\u6848\u4f8b \uff08\u96c6\u6210\u5fae\u8f6fTEAMS\u65b9\u6848\uff09\r\n\r\n&nbsp;\r\n\u6ce8\u518c\u6210\u529f\u540e\u60a8\u5c06\u4f1a\u6536\u5230zoom\u7684\u7cfb\u7edf\u90ae\u4ef6\u901a\u77e5\uff0c\u8bf7\u6ce8\u610f\u67e5\u6536\r\n[mktoform cta_header=\"\u7acb\u5373\u6ce8\u518c\" cta_button=\"\u7acb\u5373\u6ce8\u518c\" cms_hold=\"RG\" cid_id=\"7011T000001YnVHQA0\"]\r\n\u6f14 \u8bb2 \u4eba\r\n\r\n\u9a86\u4e3d\u5a1f\r\n\u4e9a\u592a\u9996\u5e2d\u54a8\u8be2\u987e\u95ee\r\nGenesys \r\n\r\n\u6e29\u5b66\u519b\r\n\r\n\u4e2d\u56fd\u9996\u5e2d\u65b9\u6848\u4e13\u5bb6\r\n\u5965\u79d1\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_local col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"\" data-status=\"publish\"><a class=\"card component wide bgc-lgray h-100\" href=\"https:\/\/www.genesys.com\/zh-cn\/webinars\/empathy-cx\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Genesys\u4e13\u5bb6\u89e3\u8bfb &#8211; \u540c\u7406\u5fc3\u4ea4\u4e92\u6d4b\u8bc4\u65b9\u6cd5<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\n\u5728\u7ebf\u7814\u8ba8\u4f1a\n\n\u540c\u7406\u5fc3\u4ea4\u4e92\u6d4b\u8bc4\u6f14\u7ece\n\nGenesys\u4e13\u5bb6\u73b0\u573a\u89e3\u8bfb\n[cutoff co_thick=\"2px\"]\u540c\u7406\u5fc3\u7684\u6c9f\u901a\u662f\u6587\u660e\u7684\u4f53\u73b0\uff0c\u5171\u60c5\u5316\u4f53\u9a8c\u662f\u94f8\u9020\u4f01\u4e1a\u54c1\u724c\u4ef7\u503c\u7684\u5173\u952e\u3002 \u5171\u60c5\u6846\u67b6\u53ef\u4ee5\u79ef\u6781\u5f71\u54cd\u4f01\u4e1a\u8054\u7edc\u4e2d\u5fc3KPI\u3002\u5c06\u540c\u7406\u5fc3\u5e94\u7528\u4e8e\u5b9e\u9645\u7684\u4e1a\u52a1\u6311\u6218\uff0c\u4e86\u89e3\u5ba2\u6237\u9700\u6c42\uff0c\u5206\u6790\u4fe1\u606f\u5e76\u9884\u6d4b\u6b63\u786e\u7684\u54cd\u5e94\u6e20\u9053\uff0c\u9ad8\u6548\u56de\u5e94\u5ba2\u6237\u3002\u540c\u65f6\uff0c\u4f01\u4e1a\u5229\u7528\u4eba\u5de5\u667a\u6167\uff08AI\uff09\u79d1\u6280\u5206\u6790\u4f53\u9a8c\u5386\u7a0b\u4e2d\u7684\u6570\u636e\u5e76\u81ea\u6211\u5b66\u4e60\uff0c\u5728\u4e0d\u65ad\u5b66\u4e60\u4e2d\u6539\u8fdb\u7ba1\u7406\u65b9\u5f0f\u3002\u7136\u800c\u5b9e\u73b0\u8fd9\u4e00\u613f\u666f\u4ecd\u6709\u6311\u6218\u3002\n\n\u540c\u7406\u5fc3\u9700\u8981\u5e94\u7528\u5ba2\u6237\u6570\u636e\u53ca\u5458\u5de5\u6570\u636e\uff0c\u4f7f\u7528\u4eba\u5de5\u667a\u80fd\u6280\u672f\uff0c\u5e76\u8de8\u5e02\u573a\u3001\u9500\u552e\u53ca\u670d\u52a1\u90e8\u95e8\u8fdb\u884c\u534f\u4f5c\u3002Genesys\u8bbe\u8ba1\u4e86\u4e00\u4e2a\u81ea\u6211\u8bc4\u4f30\u4f53\u73b0\uff0c\u5e2e\u52a9\u4f01\u4e1a\u9274\u522b\u5f53\u4e0b\u4e0e\u5ba2\u6237\u4ea4\u4e92\u7684\u72b6\u6001\u3001\u4f18\u52bf\u3001\u52a3\u52bf\uff0c\u627e\u5230\u4eca\u540e\u5982\u4f55\u9ad8\u6548\u4f18\u5316\u7684\u65b9\u6cd5\u3002\n\n\u56e0\u6b64\uff0c\u6211\u4eec\u9080\u8bf7\u60a8\u53c2\u52a02022\u5e746\u670828\u65e5 \u661f\u671f\u4e8c \u4e0a\u534810:30\u5206\u7ebf\u4e0a\u7814\u8ba8\u4f1a\uff0cGenesys\u7684\u6280\u672f\u4e13\u5bb6\u4e3a\u60a8\u8be6\u7ec6\u4ecb\u7ecd\u5982\u4f55\u81ea\u6d4b\u4f01\u4e1a\u540c\u7406\u5fc3\u4f53\u9a8c\u8bc4\u4f30\uff0c\u5982\u4f55\u89e3\u8bfb\u8bc4\u4f30\u540e\u5f97\u5230\u7684\u4e2a\u6027\u5316\u7684\u62a5\u544a\uff0c\u7136\u540e\u5982\u4f55\u5229\u7528Genesys\u9886\u5148\u7684\u4e91\u5ba2\u6237\u4f53\u9a8c\u4e2d\u5fc3\u65b9\u6848\uff0c\u63d0\u5347\u8d35\u53f8\u7684\u540c\u7406\u5fc3\u4ea4\u4e92\u80fd\u529b\u3002\n\n&nbsp;\n\u6ce8\u518c\u6210\u529f\u540e\u60a8\u5c06\u4f1a\u6536\u5230zoom\u7684\u7cfb\u7edf\u90ae\u4ef6\u901a\u77e5\uff0c\u8bf7\u6ce8\u610f\u67e5\u6536\n[mktoform cta_header=\"\u7acb\u5373\u6ce8\u518c\" cta_button=\"\u7acb\u5373\u6ce8\u518c\" cms_hold=\"RG\" cid_id=\"7011T000001YmoqQAC\"]\n\u6f14 \u8bb2 \u4eba\n\n\u9a86\u4e3d\u5a1f\n\u4e9a\u592a\u533a\u9996\u5e2d\u54a8\u8be2\u987e\u95ee\nGenesys\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_local col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"\" data-status=\"publish\"><a class=\"card component wide bgc-lgray h-100\" href=\"https:\/\/www.genesys.com\/zh-cn\/webinars\/empathy-ai\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">\u7dda\u4e0a\u7814\u8a0e\u6703 &#8211; \u540c\u7406\u5fc3\u4e92\u52d5\u6e2c\u8a55\u548c\u5831\u544a\u5206\u6790<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\u7dda\u4e0a\u7814\u8a0e\u6703\r\n\u540c\u7406\u5fc3\u4e92\u52d5\u6e2c\u8a55\u548c\u5831\u544a\u5206\u6790\r\n\r\nGenesys\u651c\u624b\u5357\u8a0a\u4f01\u696d\r\n[cutoff co_thick=\"2px\"]\u9762\u5c0d\u6108\u4f86\u6108\u56b4\u82db\u7684\u5e02\u5834\u7af6\u722d\u8207\u5168\u7403\u653f\u7d93\u60c5\u52e2\uff0c\u540c\u7406\u5fc3\u7684\u6e9d\u901a\u662f\u6587\u660e\u7684\u9ad4\u73fe\uff0c\u4e5f\u662f\u9444\u9020\u54c1\u724c\u50f9\u503c\u7684\u95dc\u9375\u3002\u5171\u60c5\u6846\u67b6\u53ef\u4ee5\u7a4d\u6975\u5f71\u97ff\u4f01\u696d\u806f\u7d61\u4e2d\u5fc3KPI\u3002\u5c07\u540c\u7406\u5fc3\u61c9\u7528\u65bc\u5be6\u969b\u7684\u696d\u52d9\u6311\u6230\uff0c\u4f01\u696d\u6703\u76e1\u53ef\u80fd\u591a\u5730\u77ad\u89e3\u5ba2\u6236\uff0c\u628a\u9019\u4e9b\u8cc7\u8a0a\u8f49\u5316\u70ba\u7406\u89e3\u202f\u4e26\u9810\u6e2c\u6b63\u78ba\u7684\u56de\u61c9\u7b66\u9053\uff0c\u63a1\u53d6\u884c\u52d5\u4e26\u505a\u51fa\u56de\u61c9\u3002\u540c\u6642\uff0c\u4f01\u696d\u5c07\u8861\u91cf\u4e92\u52d5\u7684\u6210\u529f\u7d50\u679c\uff0c\u5229\u7528\u4eba\u5de5\u667a\u6167\uff08AI\uff09\u79d1\u6280\u5206\u6790\u6578\u64da\u4e26\u81ea\u6211\u5b78\u7fd2\uff0c\u5728\u4e0d\u65b7\u5b78\u7fd2\u4e2d\u6539\u9032\u7ba1\u7406\u7ba1\u9053\u3002\u4f46\u5c07\u9019\u4e00\u9858\u666f\u7d50\u5408\u8d77\u4f86\u4ecd\u6709\u6311\u6230\u3002\u6578\u64da\u3001\u79d1\u6280\u65b9\u6848\u548c\u7d44\u7e54\u4e2d\u73fe\u6709\u7684\u5b64\u5cf6\u8b93\u4eba\u89ba\u5f97\u9019\u662f\u4e00\u9805\u4e0d\u53ef\u903e\u8d8a\u7684\u58ef\u8209\uff0c\u8d85\u51fa\u4e86\u6211\u5011\u7684\u80fd\u529b\u3001\u6642\u9593\u8868\u6216\u9810\u7b97\u3002\r\n\r\n\u6b61\u8fce\u60a8\u53c3\u52a0Genesys&amp;\u5357\u8a0a\u4f01\u696d\u80a1\u4efd\u6709\u9650\u516c\u53f8\u8209\u8fa6\u7684\u7dda\u4e0a\u7814\u8a0e\u6703 \u2013\u00a02022\u5e746\u670830\u65e5 \u661f\u671f\u56db \u4e0a\u534810:30\u5206\u523011:30\u5206\uff0c\u672c\u6b21\u7814\u8a0e\u6703\u7684\u8b70\u7a0b\u6211\u5011\u5982\u4f55\u5e6b\u52a9\u4f01\u696d\u52a0\u5f3a\u5ba2\u6236\u5fe0\u8aa0\u5ea6\u4e26\u65b0\u589e\u92b7\u552e\u6a5f\u6703\u3002\r\n\r\n\u540c\u7406\u5fc3\u9700\u8981\u61c9\u7528\u5ba2\u6236\u6578\u64da\u53ca\u54e1\u5de5\u6578\u64da\uff0c\u4f7f\u7528\u4eba\u5de5\u667a\u6167\u79d1\u6280\uff0c\u4e26\u8de8\u5e02\u5834\u3001\u92b7\u552e\u53ca\u670d\u52d9\u90e8\u9580\u9032\u884c\u5408\u4f5c\u3002Genesys\u8a2d\u8a08\u4e86\u4e00\u500b\u81ea\u6211\u8a55\u4f30\u6a21\u578b\uff0c\u5e6b\u52a9\u4f01\u696d\u9452\u5225\u7576\u4e0b\u8207\u5ba2\u6236\u4e92\u52d5\u7684\u72c0\u614b\u3001\u512a\u52e2\u3001\u52a3\u52e2\uff0c\u627e\u5230\u4eca\u5f8c\u5982\u4f55\u9ad8\u6548\u512a\u5316\u7684\u65b9\u6cd5\u3002\r\n\r\n\u56d9\u6b64\uff0c\u6211\u5011\u9080\u8acb\u60a8\u53c3\u52a0\u7dda\u4e0a\u7814\u8a0e\u6703\uff0c\u8ba9Genesys\u7684\u79d1\u6280\u5c08\u5bb6\u70ba\u60a8\u8a73\u7d30\u4ecb\u7d39\u5982\u4f55\u81ea\u6e2c\u4f01\u696d\u540c\u7406\u5fc3\u9ad4\u9a57\u8a55\u4f30\uff0c\u5982\u4f55\u89e3\u8b80\u8a55\u4f30\u5f8c\u7684\u500b\u6027\u5316\u7684\u5831\u544a\uff0c\u7136\u5f8c\u5982\u4f55\u5229\u7528Genesys\u9818\u5148\u7684\u96f2\u5ba2\u6236\u9ad4\u9a57\u4e2d\u5fc3\u65b9\u6848\uff0c\u63d0\u5347\u8cb4\u53f8\u7684\u540c\u7406\u5fc3\u4e92\u52d5\u80fd\u529b\u3002\r\n\r\n&nbsp;\r\n\u8a3b\u518a\u6210\u529f\u5f8c\u60a8\u5c07\u6703\u6536\u5230zoom\u7684\u7cfb\u7d71\u90f5\u4ef6\u901a\u77e5\uff0c\u8acb\u8a3b\u610f\u67e5\u6536\r\n[mktoform cta_header=\"\u7acb\u5373\u8a3b\u518a\" cta_button=\"\u7acb\u5373\u8a3b\u518a\" cms_hold=\"RG\" cid_id=\"7011T000001YmPdQAK\"]\r\n\u6f14 \u8b1b \u4eba\r\n\r\nElla Wang\r\n\u696d\u52d9\u65b9\u6848\u9867\u554f\r\nGenesys\u53f0\u7063\r\n\r\n\r\nEric Tseng\r\n\u7522\u54c1\u9867\u554f\r\nNSE\u5357\u8a0a\u4f01\u696d\r\n\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_local col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"\" data-status=\"publish\"><a class=\"card component wide bgc-lgray h-100\" href=\"https:\/\/www.genesys.com\/zh-cn\/webinars\/newwave-customer-service-cloud-contact-center-integration\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">\u7dda\u4e0a\u7814\u8a0e\u6703 &#8211; \u9060\u8ddd\u5ba2\u670d\u65b0\u8da8\u52e2: \u552e\u5f8c\u670d\u52d9&#038;\u96f2\u806f\u7d61\u4e2d\u5fc3\u6574\u5408<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\n\u7dda\u4e0a\u7814\u8a0e\u6703\r\n\r\n\u9060\u8ddd\u5ba2\u670d\u65b0\u8da8\u52e2: \u552e\u5f8c\u670d\u52d9&amp;\u96f2\u806f\u7d61\u4e2d\u5fc3\u6574\u5408\r\n\r\nGenesys\u651c\u624bNewWave\r\n[cutoff co_thick=\"2px\"][webinarschedule][webinarschedulesingle]\u552e\u5f8c\u670d\u52d9\u6210\u70ba\u4f01\u696d\u6210\u9577\u7684\u6230\u7565\u4e4b\u4e00\u200b\u3002\u96a8\u8457\u75ab\u60c5\u7684\u64f4\u5927\uff0c\u4f01\u696d\u53ea\u80fd\u900f\u904e\u7dda\u4e0a\u8655\u7406\u5ba2\u6236\u554f\u984c\u3002\u4f01\u696d\u60f3\u63d0\u5347\u552e\u5f8c\u670d\u52d9\u54c1\u8cea\uff0c\u5584\u7528\u6703\u54e1\u6578\u64da\uff08CRM\uff09\u662f\u552f\u4e00\u8fa6\u6cd5\u3002\u900f\u904e\u5206\u6790\u7cbe\u6e96\u9810\u6e2c\uff0c\u63d0\u65e9\u6e96\u5099\u907f\u514d\u62b1\u6028\u7522\u751f\uff0c\u6216\u662f\u900f\u904eAI\u8655\u7406\u5ba2\u6236\u554f\u984c\uff0c\u8b93\u552e\u524d\u5230\u552e\u5f8c\u670d\u52d9\u53ef\u4ee5\u66f4\u9806\u66a2\u3002\u200b\r\n\r\n\u96f2\u806f\u7d61\u4e2d\u5fc3\u6574\u5408\u4f01\u696d\u71df\u904b\u7cfb\u7d71\u4e26\u63d0\u4f9b\u5ba2\u6236\u5168\u901a\u8def\u6574\u5408\u670d\u52d9\uff0c\u9060\u8ddd\u5ba2\u670d\u5df2\u662f\u672a\u4f86\u8da8\u52e2\u3002\u900f\u904e\u6848\u4f8b\u5206\u6790\u53ca\u670d\u52d9\u6d41\u7a0b\u5e36\u4f60\u4e86\u89e3\u552e\u5f8c\u670d\u52d9\u7684\u91cd\u8981\u6027\u53ca\u63d0\u5347\u5ba2\u6236\u9ad4\u9a57\u4e26\u63d0\u4f9b\u4f01\u696d\u5c08\u5c6c\u7684\u89e3\u6c7a\u65b9\u6848\u3002\r\n\u6b61\u8fce\u60a8\u53c3\u52a0Genesys\u548cNewWave\u8209\u8fa6\u7684\u7dda\u4e0a\u7814\u8a0e\u6703 - 2022\u5e743\u670831\u65e5 \u661f\u671f\u56db \u4e0b\u534814:00\u5206\r\nGenesys \u5728\u8d85\u904e 100 \u500b\u570b\u5bb6\u64c1\u6709\u8d85\u904e 11,000 \u4f4d\u5ba2\u6236\uff0c\u662f\u5206\u6790\u5e2b\u548c\u5ba2\u6236\u516c\u8a8d\u7684\u96f2\u7aef\u548c\u5167\u90e8\u90e8\u7f72\u5ba2\u6236\u9ad4\u9a57\u6280\u8853\u4e4b\u696d\u754c\u9818\u5c0e\u8005\u3002\r\n\r\nGenesys Cloud\uff0c\u662f\u96f2\u7aef\u806f\u7d61\u4e2d\u5fc3\u8edf\u9ad4\u3002\u900f\u904e\u96f2\u7aef\u548c AI \uff0c\u4f86\u96fb\u8207\u5916\u64a5\u3001\u5f9e\u901a\u8a71\u8f49\u63a5\u53ca IVR \u5230\u96fb\u5b50\u90f5\u4ef6\u3001\u793e\u7fa4\u5a92\u9ad4\u3001\u5373\u6642\u8a0a\u606f\u3001\u87a2\u5e55\u756b\u9762\u5206\u4eab\u7b49\uff0c\u9023\u63a5\u5176\u4ed6\u696d\u52d9\u7cfb\u7d71\u8207\u5ba2\u6236\uff0c\u540c\u6642\u6539\u5584\u54e1\u5de5\u9ad4\u9a57\u3002\r\n\r\nNewWave \u81f4\u529b\u65bc\u5354\u52a9\u4f01\u696d\u6578\u4f4d\u8f49\u578b\uff0c\u63d0\u4f9b\u4f01\u696d\u5c08\u696d\u8aee\u8a62\u9867\u554f\u670d\u52d9\uff0c\u5354\u52a9\u4f01\u696d\u5c0e\u5165CRM\u4ee5\u53ca\u96f2\u7aef\u670d\u52d9\u3002\u89e3\u6c7a\u9867\u5ba2\u7684\u75db\u9ede\uff0c\u6eff\u8db3\u5ba2\u6236\u7684\u9700\u6c42\u800c\u555f\u52d5\u65b0\u7684\u5546\u696d\u6a21\u5f0f\uff0c\u4e26\u85c9\u7531\u6578\u4f4d\u79d1\u6280\u4f86\u5354\u52a9\u5b8c\u6210\u4efb\u52d9\u3002\r\n\r\nGenesys \u4e0eNewWave \u5f37\u5f37\u5408\u4f5c\uff0c\u70ba\u5ba2\u6236\u512a\u5316\u552e\u5f8c\u96f2\u5ba2\u670d\u9ad4\u9a57\u3002\r\n\u7dda\u4e0a\u7814\u8a0e\u6703\u7126\u9ede\uff1a\r\n\r\n\r\n \t\u4f01\u696d\u6253\u9020\u9060\u8ddd\u5ba2\u670d\u7684\u95dc\u9375\u9ede\r\n \t\u5ba2\u670d\u8207\u96f2\u7aef\u7cfb\u7d71\u6574\u5408\u670d\u52d9\r\n \t\u5404\u7522\u696d\u6848\u4f8b\u5206\u4eab\r\n\r\n&nbsp;\r\n*\u586b\u8868\u5f8c\u8acb\u5728\u611f\u8b1d\u9801\u9eb5\u9ede\u64ca\u93c8\u63a5\u9032\u884cZoom\u7814\u8a0e\u6703\u7684\u5b8c\u6574\u8a3b\u518a\r\n[mktoform cta_header=\"\u7acb\u5373\u8a3b\u518a\" cta_button=\"\u7acb\u5373\u8a3b\u518a\" cms_hold=\"RG\" cid_id=\"7011T000001YjOZQA0\"]\r\n\u6f14 \u8b1b \u4eba\r\n\r\nElla Wang\r\nGenesys\u53f0\u7063\r\n\u696d\u52d9\u65b9\u6848\u9867\u554f\r\n\r\nBenson Huang\r\nNewWave\r\n\u7e3d\u9867\u554f\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_local col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Genesys Cloud,genesys cloud cx\" data-status=\"publish\"><a class=\"card component wide bgc-lgray h-100\" href=\"https:\/\/www.genesys.com\/zh-cn\/webinars\/ntt-go-cloud\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">\u5f3a\u5f3a\u8054\u624b\uff0cGenesys\u548cNTT\u4e3a\u51fa\u6d77\u4f01\u4e1a\u6253\u9020\u201c\u4e00\u4f53\u5316\u4e91\u65b9\u6848\u201d<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\n\u5728\u7ebf\u7814\u8ba8\u4f1a\r\n\r\n\u4e3a\u51fa\u6d77\u4f01\u4e1a\u6253\u9020\u201c\u4e00\u4f53\u5316\u4e91\u65b9\u6848\u201d\r\n\r\n\u5f3a\u5f3a\u8054\u624b\uff0cGenesys\u643a\u624bNTT\r\n\u6587\u660e\u8981\u53d1\u5c55\uff0c\u5fc5\u987b\u8d70\u51fa\u8bde\u751f\u4e4b\u5730\u3002\u4f01\u4e1a\u8981\u52a0\u901f\u589e\u957f\u3001\u8f6c\u578b\u5347\u7ea7\uff0c\u51fa\u6d77\u662f\u5fc5\u7531\u4e4b\u8def\u3002\u4e2d\u56fd\u4f01\u4e1a\u5fc5\u987b\u5168\u76d8\u89c4\u5212\uff0c\u6784\u5efa\u4e00\u4f53\u5316\u7684\u4e91\u5e73\u53f0\u6765\u6784\u5efa\u5b89\u5168\u7a33\u5b9a\u53ef\u9760\u7684\u7cfb\u7edf\u3002\r\n\r\n\u540c\u65f6\uff0c\u51fa\u6d77\u4f01\u4e1a\u4e5f\u9700\u77e5\u6653\u5168\u7403\u5408\u89c4\u590d\u6742\u6027\u548c\u5404\u533a\u57df\u7528\u6237\u7684\u4e2a\u6027\u5316\u9700\u6c42\uff0c\u68b3\u7406\u51fa\u6d77\u903b\u8f91\uff0c\u8bbe\u8ba1\u6709\u6548\u7684\u573a\u666f\u5e94\u7528\uff0c\u89c4\u5212\u4e2a\u6027\u5316\u7684\u7528\u6237\u4f53\u9a8c\uff0c\u662f\u6293\u4f4f\u51fa\u6d77\u7ea2\u5229\u7684\u5173\u952e\u3002\r\n\r\nNTT\u662fGenesys\u7684\u5168\u7403\u5408\u4f5c\u4f19\u4f34\uff0c\u662f\u8986\u76d6\u5168\u7403\u7684IP\u9aa8\u5e72\u7f51\u63d0\u4f9b\u5546\uff0c\u5168\u7403\u7b2c3\u5927\u6570\u636e\u4e2d\u5fc3\u63d0\u4f9b\u5546\uff0c\u5728\u5168\u7403\u63d0\u4f9b\u4e91\u8bed\u97f3\u4e1a\u52a1\uff0c\u5305\u62ec\u4f01\u4e1a\u670d\u52a1\u53f7\u7801\u3001\u5ba2\u6237\u53f7\u7801\u3001\u8bed\u97f3\u4f1a\u8bae\u7b49\uff0c\u5e76\u63d0\u4f9b\u5404\u7c7bIT\u6258\u7ba1\u670d\u52a1\u3002\u81ea\u4ece2019\u5e74\u8d77\uff0cNTT\u548cGenesys\u4e3a\u4e2d\u56fd\u5404\u7c7b\u4f01\u4e1a\u6253\u9020\u4e86\u904d\u5e03\u6b27\u6d32\u3001\u5317\u7f8e\u548c\u4e1c\u5357\u4e9a\u7684\u4e91\u5ba2\u670d\u4e2d\u5fc3\uff0c\u6ee1\u8db3\u4e86\u5ba2\u6237\u5bf9\u8bed\u97f3\u3001\u6570\u636e\u548c\u56fd\u5916\u793e\u4ea4\u5a92\u4f53\u548cAI\u7684\u9700\u6c42\u3002\r\n\r\n\u6b22\u8fce\u60a8\u53c2\u52a0Genesys\u4e0eNTT\u8054\u5408\u4e3e\u529e\u7684\u7ebf\u4e0a\u7814\u8ba8\u4f1a \u2013\u00a02022\u5e742\u670817\u65e5 \u661f\u671f\u56db \u4e0a\u534810:30\u5206\uff0c\u4e86\u89e3Genesys\u4e0eNTT\u5982\u4f55\u6784\u5efa\u4e91\u539f\u751f\u7684\u5ba2\u670d\u5e73\u53f0\uff0c\u6ee1\u8db3\u5927\u578b\u5236\u9020\u4f01\u4e1a\u7684\u548c\u521d\u521b\u4e92\u8054\u7f51\u4f01\u4e1a\u7684\u4e0d\u540c\u9700\u6c42\uff0c\u7075\u6d3b\u9ad8\u6548\u5730\u5b9e\u73b0\u4e91\u670d\u52a1\u3002\r\n\u2022 NTT\u7aef\u5230\u7aef\u7684\u4e91\u670d\u52a1\r\n\u2022 \u51fa\u6d77\u4f01\u4e1a\u5982\u4f55\u5b9e\u73b0\u672c\u5730\u5316\u5ba2\u670d\u4f53\u9a8c\r\n\u2022 \u6210\u529f\u51fa\u6d77\u4f01\u4e1a\u7684\u4e91\u5ba2\u670d\u6848\u4f8b\r\n\r\n*\u586b\u8868\u540e\u8bf7\u5728\u611f\u8c22\u9875\u9762\u70b9\u51fb\u94fe\u63a5\u8fdb\u884cZoom\u7814\u8ba8\u4f1a\u7684\u5b8c\u6574\u6ce8\u518c\r\n[mktoform cta_header=\"\u7acb\u5373\u6ce8\u518c\" cta_button=\"\u7acb\u5373\u6ce8\u518c\" cms_hold=\"RG\" cid_id=\"7011T000001YhMwQAK\"]\r\n\u6f14 \u8bb2 \u4eba\r\n\r\n\u8584\u5229\u56fd\r\n\u8d44\u6df1\u89e3\u51b3\u65b9\u6848\u4e13\u5bb6\r\nNTT\r\n\r\n\u9a86\u4e3d\u5a1f\r\n\u4e9a\u592a\u9996\u5e2d\u54a8\u8be2\u987e\u95ee\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_local col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"\" data-status=\"publish\"><a class=\"card component wide bgc-lgray h-100\" href=\"https:\/\/www.genesys.com\/zh-cn\/webinars\/genesys-google-contact-center-ai\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Genesys &#038; Google Cloud Contact Center AI\u7db2\u7d61\u7814\u8a0e\u6703<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\n\u7db2\u7d61\u7814\u8a0e\u6703\r\n\r\nGenesys &amp; Google Cloud Contact Center AI\r\n\r\n\u8b93AI\u5e6b\u52a9\u60a8\u63d0\u4f9b\u66f4\u6709\u6548\u7684\u5ba2\u6236\u670d\u52d9\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]\u5728\u5f8c\u75ab\u60c5\u7684\u6642\u4ee3\uff0c\u7dda\u4e0a\u8207\u7dda\u4e0b\u7684\u754c\u7dda\u8d8a\u4f86\u8d8a\u6a21\u7cca\uff1b\u66f4\u591a\u7684\u4f7f\u7528\u8005\u9078\u64c7\u900f\u904e\u7dda\u4e0a\u7684\u65b9\u5f0f\u4f7f\u7528\u5404\u7a2e\u670d\u52d9\u8207\u6d88\u8cbb\uff0c\u53cd\u6620\u5404\u7a2e\u554f\u984c\u3002\r\n\r\n\u6b61\u8fce\u60a8\u53c3\u52a0Genesys &amp; Google Cloud\u8209\u8fa6\u7684\u7dda\u4e0a\u7814\u8a0e\u6703 \u2013\u00a02021\u5e7411\u670825\u65e5 \u661f\u671f\u56db \u4e0b\u534814:00\u5206\uff0c\u672c\u6b21\u7814\u8a0e\u6703\u7684\u8b70\u7a0b\u6211\u5011\u5c07\u4ecb\u7d39\u900f\u904eGoogle Conversational AI\u8207Genesys Cloud\u7684\u6574\u5408\uff0c\u63d0\u4f9b\u4f01\u696d\u66f4\u5373\u6642\u66f4\u5feb\u901f\u7684\u5ba2\u6236\u670d\u52d9\uff1b\u4e26\u4e14\u900f\u904eGoogle Cloud Platform\u7684\u5404\u9805AI\u8207Data\u670d\u52d9\uff0c\u4f7f\u4f01\u696d\u66f4\u4e86\u89e3\u5ba2\u6236\u7684\u9700\u6c42\uff0c\u5206\u6790\u5ba2\u6236\u7684\u4f7f\u7528\u72c0\u614b\u4ee5\u6539\u5584\u5ba2\u6236\u9ad4\u9a57\uff0c\u9032\u4e00\u6b65\u63d0\u5347\u5ba2\u6236\u6eff\u610f\u5ea6\u3002\r\n\r\n&nbsp;\r\n*\u586b\u8868\u5f8c\u8acb\u5728\u611f\u8b1d\u9801\u9762\u9ede\u64ca\u93c8\u63a5\u9032\u884cZoom\u7814\u8a0e\u6703\u7684\u5b8c\u6574\u8a3b\u518a\r\n[mktoform cta_header=\"\u7acb\u5373\u8a3b\u518a\" cta_button=\"\u7acb\u5373\u8a3b\u518a\" cms_hold=\"RG\" cid_id=\"7011T000001Yeg6QAC\"]\r\n\u6f14 \u8aaa \u4eba\r\n\r\nElla Wang\r\n\u696d\u52d9\u65b9\u6848\u9867\u554f\r\nGenesys\u53f0\u7063\r\n\r\nMichael Chi\r\n\u5ba2\u6236\u5de5\u7a0b\u5e2b\r\nGoogle Cloud\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_local col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"\" data-status=\"publish\"><a class=\"card component wide bgc-lgray h-100\" href=\"https:\/\/www.genesys.com\/zh-cn\/webinars\/bricom_cloud_cx\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">\u5728AWS\u5feb\u901f\u90e8\u7f72\u9ad8\u6548\u7684Genesys\u4e91\u7aef\u5ba2\u670d\u4e2d\u5fc3<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\n\u5728\u7ebf\u7814\u8ba8\u4f1a\r\n\r\n\u5728AWS\u5feb\u901f\u90e8\u7f72\u9ad8\u6548\u7684Genesys\u4e91\u7aef\u5ba2\u670d\u4e2d\u5fc3\r\n\r\nGenesys\u643a\u624bBricom\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]\u6211\u4eec\u8bda\u9080\u60a8\u53c2\u52a0Bricom&amp;Genesys\u57282021\u5e7411\u670818\u65e5 \u661f\u671f\u56db \u4e0a\u534810:30\u643a\u624b\u4e3e\u529e\u7684\u7ebf\u4e0a\u7814\u8ba8\u4f1a\uff0c\u4e86\u89e3\u6211\u4eec\u83b7\u5f97PCI-DSS\u8ba4\u8bc1\u7684AWS\u89e3\u51b3\u65b9\u6848\u5982\u4f55\u5b8c\u7f8e\u5730\u5e2e\u52a9\u60a8\u5feb\u901f\u90e8\u7f72\u4e91\u7aef\u547c\u53eb\u4e2d\u5fc3\u4e1a\u52a1\uff0c\u6784\u5efa\u65e0\u7f1d\u5bf9\u63a5\u3001\u878d\u5408\u7ba1\u7406\u7684\u5168\u6e20\u9053\u5ba2\u670d\u5e73\u53f0\u3002\u00a0\r\n\r\nBricom\u9ad8\u7ea7\u6280\u672f\u7ecf\u7406\u738b\u4e5d\u4e00\uff08Joyce Wang\uff09\u5c06\u5206\u4eab\u5982\u4f55\u5728AWS\u4e2d\u56fd\u8f7b\u677e\u8fde\u63a5\u672c\u5730\u7684\u547c\u53eb\u4e2d\u5fc3\u7cfb\u7edf\uff0c\u4fdd\u8bc1\u4e91\u5b89\u5168\u6027\uff0c\u5efa\u7acb\u5168\u6e20\u9053\u5ba2\u670d\u4e2d\u5fc3\u3002\u00a0\r\n\r\n1\u3001\u9002\u5408\u672c\u7814\u8ba8\u4f1a\u7684\u5ba2\u6237\u7fa4\uff1a\r\n\r\n\u00b7\u00a0\u5e0c\u671b\u4f7f\u7528\u79c1\u6709\u4e91\r\n\r\n\u00b7\u00a0\u8ba2\u9605\u6536\u8d39\u65b9\u5f0f\r\n\r\n\u00b7\u00a0\u6ca1\u6709\u57fa\u7840\u4e91\u67b6\u6784\u5b9e\u65bd\u7ecf\u9a8c\uff0c\u5e0c\u671b\u5168\u90e8\u5916\u5305\u642d\u5efa\u53ca\u7ef4\u62a4\u670d\u52a1\r\n\r\n\u00b7\u00a0\u5bf9\u5ba2\u6237\u6570\u636e\u5b89\u5168\u8981\u6c42\u9ad8\r\n\r\n\u00b7\u00a0\u5883\u5916\u5ba2\u6237\u51fa\u6d77\u4e2d\u56fd\u5927\u9646\r\n\r\n2\u3001\u884c\u4e1a\uff1a\u54a8\u8be2\u670d\u52a1\uff0c\u533b\u7597\u670d\u52a1\uff0c\u4e92\u8054\u7f51\uff0c\u5236\u9020\u4e1a\u7b49\r\n\r\n3\u3001ROI\r\n\r\n\u00b7\u00a0\u5ba2\u6237\u6ee1\u610f\u5ea6\u63d0\u9ad880%\r\n\r\n\u00b7\u00a0\u8c03\u67e5\u7b54\u590d\u589e\u52a0300%\r\n\r\n\u00b7\u00a0\u6539\u8fdb\u4e86\u5750\u5e2d\u54cd\u5e94\u65f6\u95f4\u00a0\r\n\r\n&nbsp;\r\n*\u586b\u8868\u540e\u8bf7\u5728\u611f\u8c22\u9875\u9762\u70b9\u51fb\u94fe\u63a5\u8fdb\u884cZoom\u7814\u8ba8\u4f1a\u7684\u5b8c\u6574\u6ce8\u518c\r\n[mktoform cta_header=\"\u7acb\u5373\u6ce8\u518c\" cta_button=\"\u7acb\u5373\u6ce8\u518c\" cms_hold=\"RG\" cid_id=\"7011T000001YegBQAS\"]\r\n\u6f14 \u8bb2 \u4eba\r\n\r\n\u738b\u4e5d\u4e00\r\n\u9ad8\u7ea7\u6280\u672f\u7ecf\u7406\r\nBricom\r\n\r\n\u9a86\u4e3d\u5a1f\r\n\u4e9a\u592a\u9996\u5e2d\u54a8\u8be2\u987e\u95ee\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_local col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"\u6539\u5584\u5ba2\u6237\u4f53\u9a8c,improve customer experience,\u63d0\u5347\u6280\u672f,level up your technology\" data-status=\"publish\"><a class=\"card component wide bgc-lgray h-100\" href=\"https:\/\/www.genesys.com\/zh-cn\/webinars\/5g-digital-agent\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">5G\u8d4b\u80fd\uff0c\u6570\u5b57\u5316\u89c6\u9891\u5ba2\u670d\u65b0\u4f53\u9a8c<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\n\u5728\u7ebf\u7814\u8ba8\u4f1a\r\n\r\n5G\u8d4b\u80fd\uff0c\u6570\u5b57\u5316\u89c6\u9891\u5ba2\u670d\u65b0\u4f53\u9a8c\r\n[cutoff co_thick=\"2px\"]5G\u65f6\u4ee3\uff0c\u201c\u8def\u201d\u5bbd\u201c\u8f66\u201d\u66f4\u591a\uff01\u4f34\u968f\u7740\u4eba\u5de5\u667a\u80fd\u3001\u5927\u6570\u636e\u3001VR\/AR\u3001\u7269\u8054\u7f51\u7b49\u5404\u7c7b\u5e94\u7528\u7684\u4e30\u5bcc\uff0c5G\u6280\u672f\u652f\u6301\u5ba2\u670d\u7cfb\u7edf\u66f4\u597d\u5730\u6ee1\u8db3\u5ba2\u6237\u7684\u9700\u6c42\uff0c\u91cd\u65b0\u5b9a\u4e49\u4e86\u5ba2\u670d\u4e2d\u5fc3\u7684\u4f53\u9a8c\u3002\r\n\r\n&nbsp;\r\n\r\n\u65e0\u8bba\u662f\u91d1\u878d\u884c\u4e1a\u8fd8\u662f\u5236\u9020\u4e1a\uff0c\u90fd\u80fd\u4ece\u83b7\u5f975G\u8d4b\u80fd\u7684\u5ba2\u670d\uff0c\u5b9e\u73b0\u667a\u6167\u5316\uff0c\u667a\u80fd\u5316\u670d\u52a1\u3002\u7cbe\u51c6\u8425\u9500\uff0c\u9884\u6d4b\u5f0f\u670d\u52a1\uff0c\u6c89\u6d78\u5f0f\u4f53\u9a8c\uff0cAI\u865a\u62df\u7535\u5b50\u4eba\uff0c\u6210\u4e3a\u5ba2\u670d\u4e2d\u5fc3\u5fc5\u5907\u7684\u529f\u80fd\uff0c\u652f\u6301\u4f01\u4e1a\u4ece\u6210\u672c\u7ba1\u7406\u5411\u4ef7\u503c\u7ba1\u7406\u6f14\u8fdb\u3002\r\n\r\nGenesys\u8054\u5408eSOON\uff0c\u6253\u9020\u4e86\u5168\u884c\u4e1a\u7684\u5168\u6e20\u9053\u5ba2\u670d\u573a\u666f\uff0c\u63d0\u4f9b\u8d85\u9884\u671f\u7684\u5ba2\u6237\u4f53\u9a8c\u3002\r\n\r\n&nbsp;\r\n\u7ebf\u4e0a\u7814\u8ba8\u4f1a\uff0c\u4eae\u70b9\uff1a\r\n\r\n\r\n \t\u805a\u7126\u91d1\u878d\u3001\u4fdd\u9669\u53ca\u5236\u9020\u4e1a\u7684\u5ba2\u670d\u9886\u57df\u4e1a\u52a1\u573a\u666f\r\n \t\u201c\u96f6\u63a5\u89e6\u201d\uff1a\u8fdc\u7a0b\u89c6\u9891\u670d\u52a1\u53caAI\u865a\u62df\u67dc\u5458\r\n \t\u5b9e\u73b0\u4e1a\u52a1\u5168\u56de\u6eaf\uff1a\u5f55\u97f3\u3001\u5f55\u50cf\u3001\u5f55\u5c4f\r\n \t\u6210\u529f\u6848\u4f8b\u5206\u6790\r\n\r\n&nbsp;\r\n\u70b9\u51fb\u4e0b\u8f7d\u83b7\u53d6\u672c\u6b21\u7814\u8ba8\u4f1a\u5b8c\u6574\u7248\u8d44\u6599\u548c\u5f71\u50cf\u89c6\u9891\r\n[mktoform cta_header=\"\u7acb\u5373\u6ce8\u518c\" cta_button=\"\u7acb\u5373\u6ce8\u518c\" cms_hold=\"RG\" cid_id=\"7011T000001Ix1vQAC\"]\r\n\u6f14 \u8bb2 \u4eba\r\n\r\n\u9a6c\u5b81\u5b81\r\n\u8d44\u6df1\u89e3\u51b3\u65b9\u6848\u603b\u76d1\r\neSoon\r\n\r\n\u9a86\u4e3d\u5a1f\r\n\u4e9a\u592a\u533a\u9996\u5e2d\u54a8\u8be2\u987e\u95ee\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_local col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Genesys Cloud,genesys cloud cx,\u5de5\u4e1a\u7684,industrial,\u91d1\u878d,financial,\u96f6\u552e,retail\" data-status=\"publish\"><a class=\"card component wide bgc-lgray h-100\" href=\"https:\/\/www.genesys.com\/zh-cn\/webinars\/race-to-cloud\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">\u5728\u7ebf\u7814\u8ba8\u4f1a &#8211; \u4f01\u4e1a\u51fa\u6d77\uff0c\u6d77\u5916\u4e91\u5ba2\u670d\u4e2d\u5fc3\u5efa\u8bbe\u79d8\u7b08<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\n\u5728\u7ebf\u7814\u8ba8\u4f1a\r\n\r\n\u4f01\u4e1a\u51fa\u6d77\uff0c\u6d77\u5916\u4e91\u5ba2\u670d\u4e2d\u5fc3\u5efa\u8bbe\u79d8\u7b08\r\nGenesys &amp; AudioCodes\u643a\u624b\uff0c\u5feb\u901f\u4e0a\u7ebf\uff0c\u5168\u7403\u8986\u76d6[cutoff co_thick=\"2px\"][webinarschedule][webinarschedulesingle]Genesys \u8054\u624b\u5408\u4f5c\u4f19\u4f34AudioCodes, \u52a9\u529b\u56fd\u5185\u4f01\u4e1a\u5728\u6d77\u5916\u8f7b\u677e\u642d\u5efaGenesys Cloud\u4e91\u5ba2\u670d\u4e2d\u5fc3\u3002\u76ee\u524d\u6211\u4eec\u5df2\u7ecf\u5171\u540c\u4e3a\u8de8\u5883\u7535\u5546\u3001\u8de8\u5883\u652f\u4ed8\u3001\u8de8\u5883\u7269\u6d41\u3001\u5236\u9020\u4e1a\u51fa\u6d77\u7b49\u5ba2\u6237\u6784\u5efa\u4e86\u591a\u8bed\u8a00\u3001\u7b26\u5408\u6d77\u5916\u5b89\u5168\u5408\u89c4\u9700\u6c42\u7684SaaS\u4e91\u5ba2\u670d\u4e2d\u5fc3\u5e73\u53f0\u3002\r\n\r\n\u6b22\u8fce\u60a8\u53c2\u52a0Genesys&amp;\u5408\u4f5c\u4f19\u4f34AudioCodes\u4e3e\u529e\u7684\u7ebf\u4e0a\u7814\u8ba8\u4f1a \u2013\u00a02021\u5e745\u670827\u65e5 \u661f\u671f\u56db \u4e0a\u534810:45\u5206\uff0c\u540c\u65f6\uff0c\u6211\u4eec\u53ef\u4ee5\u8f7b\u677e\u8fde\u63a5\u672c\u5730\u547c\u53eb\u4e2d\u5fc3\u4e1a\u52a1\uff0c\u5efa\u7acb\u8986\u76d6\u5168\u7403\u7684\u5168\u6e20\u9053\u5ba2\u6237\u4f53\u9a8c\u65c5\u7a0b\u3002\r\n\r\n\u52a9\u529b\u4e2d\u56fd\u4f01\u4e1a\u51fa\u6d77\uff1a\r\n\u00b7\u00a0\u52a9\u529b\u4f01\u4e1a\u547c\u53eb\u4e2d\u5fc3\u6df7\u5408\u90e8\u7f72\r\n\u00b7\u00a0\u591a\u8def\u5f55\u97f3\u65b9\u6848\u5b9e\u73b0\u672c\u5730\u548c\u4e91\u7aef\u5f55\u97f3\r\n\u00b7\u00a0\u4e0e\u56fd\u9645AI\u65b9\u6848\u9ad8\u6548\u5bf9\u63a5\r\n\r\n&nbsp;\r\n\r\n\u52a9\u529b\u4e2d\u56fd\u7528\u6237\u5e94\u7528\uff1a\r\n\u00b7\u00a0BYOC\u672c\u5730\u643a\u53f7\u8fde\u63a5\u65b9\u6848\r\n\u00b7\u00a0SBC\u5b89\u5168WebRTC\u97f3\u89c6\u9891\u591a\u4e1a\u52a1\u8fde\u63a5\u67b6\u6784\r\n\u00b7\u00a0\u591a\u8def\u5f55\u97f3\u65b9\u6848\r\n\u00b7\u00a0\u5148\u8fdb\u7f16\u7801\u6280\u672f\u5e94\u7528\r\n\u00b7\u00a0\u4e0e\u56fd\u5185AI\u4f9b\u5e94\u5546\u5bf9\u63a5\u65b9\u6848\r\n\r\n&nbsp;\r\n\r\n\u6ce8\u518c\u6210\u529f\u540e\u60a8\u5c06\u4f1a\u6536\u5230zoom\u7684\u7cfb\u7edf\u90ae\u4ef6\u901a\u77e5\uff0c\u8bf7\u6ce8\u610f\u67e5\u6536[mktoform form_type=\"hot\" cta_header=\"\u7acb\u5373\u6ce8\u518c\" cta_button=\"\u7acb\u5373\u6ce8\u518c\" cms_hold=\"RG\" cid_id=\"7011T000001YaGgQAK\"]\r\n\u6f14 \u8bb2 \u4eba\r\n\r\n\u6e29\u5b66\u519b\r\n\u9ad8\u7ea7\u6280\u672f\u7ecf\u7406\r\nAudioCodes\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_local col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"\u91d1\u878d,financial\" data-status=\"publish\"><a class=\"card component wide bgc-lgray h-100\" href=\"https:\/\/www.genesys.com\/zh-cn\/webinars\/fintech-insurance\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">\u5353\u8d8a\u7684\u5ba2\u670d\u4f53\u9a8c &#8211; \u91d1\u878d\u884c\u4e1a\u5728\u7ebf\u7814\u8ba8\u4f1a<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nFinTech \u91d1\u878d\u884c\u4e1a\u7814\u8ba8\u4f1a\r\n\r\n\u5e73\u51e1\u751f\u6d3b\u7684\u975e\u51e1\u5947\u8ff9\uff0c\u6765\u81ea\u5353\u8d8a\u7684\u5ba2\u670d\uff01\r\n\r\n\r\n\u5168\u6e20\u9053\u878d\u5408\u89e6\u8fbe\u6280\u672f\uff0c\u5168\u6d41\u7a0b\u8d4b\u80fd\u4e1a\u52a1\u53d1\u5c55\r\n[cutoff co_thick=\"2px\"][webinarschedule][webinarschedulesingle]\u8bf7\u60a8\u7acb\u5373\u6ce8\u518cZoom\u7f51\u7edc\u7814\u8ba8\u4f1a\uff0c\u5171\u540c\u63a2\u5bfb\u5353\u8d8a\u7684\u5ba2\u670d\u6240\u5e26\u6765\u7684\u975e\u51e1\u4f53\u9a8c\uff01\r\n\u65e5\u671f: 2021\u5e744\u670822\u65e5\r\n\u65f6\u95f4: 10:45-11:30\u5206\r\n\r\n\r\n \t\u884c\u4e1a\u53d1\u5c55\u8d8b\u52bf\u3001\u6311\u6218\u3001\u6d1e\u89c1\r\n \t\u4fdd\u9669\u79d1\u6280\u8d4b\u80fd\u5168\u6e20\u9053\u5ba2\u6237\u89e6\u8fbe\uff0c\u63d0\u5347\u8f6c\u5316\r\n \t\u4fdd\u9669\u79d1\u6280\u8d4b\u80fd\u5168\u6d41\u7a0b\u4e1a\u52a1\u4f5c\u4e1a\uff0c\u964d\u672c\u589e\u6548\r\n \t\u4e00\u7ad9\u5f0f\u670d\u52a1\u52a9\u529b\u4fdd\u9669\u884c\u4e1a\u5b9e\u73b0\u65b0\u7684\u4e1a\u52a1\u589e\u957f\r\n\r\n[mktoform form_type=\"hot\" cta_header=\"\u7acb\u5373\u6ce8\u518c\" cta_button=\"\u70b9\u51fb\u6ce8\u518c\" cms_hold=\"RG\" cid_id=\"7011T000001YYUcQAO\"]\r\n\u6f14 \u00a0\u8bb2 \u00a0\u4eba\r\n\r\n\u9a86\u4e3d\u5a1f\r\n\u4e9a\u592a\u533a\u9996\u5e2d\u54a8\u8be2\u987e\u95ee\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_local col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"\" data-status=\"publish\"><a class=\"card component wide bgc-lgray h-100\" href=\"https:\/\/www.genesys.com\/zh-cn\/webinars\/5g-cx-esoon\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Genesys\u643a\u624b\u4ebf\u8fc5 &#8211; 5G\u65f6\u4ee3\u89c6\u9891\u5750\u5e2d\u65b0\u4f53\u9a8c<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\n\u5728\u7ebf\u7814\u8ba8\u4f1a\r\n\r\n5G\u65f6\u4ee3\u89c6\u9891\u5750\u5e2d\u65b0\u4f53\u9a8c\r\n\r\nGenesys\u643a\u624b\u4ebf\u8fc5\r\n4G\u6539\u53d8\u751f\u6d3b\uff0c5G\u6539\u53d8\u884c\u4e1a\u201d\u4f34\u968f\u77405G\u7684\u5168\u9762\u53d1\u5c55\uff0c\u89c6\u9891\u4f5c\u4e3a\u4e00\u79cd\u6709\u6e29\u5ea6\u7684\u670d\u52a1\u6e20\u9053\uff0c\u8ba9\u201c\u9762\u5bf9\u9762\u201d\u6c9f\u901a\u66f4\u52a0\u9ad8\u6548\u3002\r\n\r\n \t\u89c6\u9891\u5e94\u7528\u4e3a\u7ebf\u4e0a\u91d1\u878d\u670d\u52a1\u5e26\u6765\u4f18\u52bf\r\n \t\u4e30\u5bcc\u7684\u5e94\u7528\u573a\u666f\uff1a\u89c6\u9891\u9762\u7b7e\u3001\u5c0f\u5fae\u4fe1\u8d37\u3001\u53cc\u5f55\u5b58\u8bc1\r\n \t5G+AI\u8d4b\u80fd\uff0c\u5e26\u6765\u865a\u62dfAI\u89c6\u9891\u5750\u5e2d\u5e94\u7528\r\n\r\n\r\n\u6f14 \u8bb2 \u4eba\r\n\r\n\u9a6c\u5b81\u5b81\r\neSoon\uff0c\u8d44\u6df1\u89e3\u51b3\u65b9\u6848\u603b\u76d1\r\n\r\n\r\n\u00a0\u674e\u8fdb\u5b9c\r\nGenesys\uff0c\u89e3\u51b3\u65b9\u6848\u4e13\u5bb6\r\n\r\n[mktoform form_type=\"hot\" cta_header=\"\u7acb\u5373\u6ce8\u518c\" cta_button=\"\u7acb\u5373\u6ce8\u518c\" cms_hold=\"RG\" cid_id=\"7011T000001t8oWQAQ\"]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_local col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Partner\" data-status=\"publish\"><a class=\"card component wide bgc-lgray h-100\" href=\"https:\/\/www.genesys.com\/zh-cn\/webinars\/joint-webinar-egoo\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Partner Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">5G\u65f6\u4ee3\u4e0b\u7684\u5ba2\u6237\u65b0\u5174\u6e20\u9053\u63a5\u5165\u53ca\u5728\u7ebf\u89c6\u9891\u4e1a\u52a1\u529e\u7406<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\n\u5728\u7ebf\u7814\u8ba8\u4f1a\r\n\r\n5G\u65f6\u4ee3\u4e0b\u7684\u5ba2\u6237\u65b0\u5174\u6e20\u9053\u63a5\u5165\u53ca\u5728\u7ebf\u89c6\u9891\u4e1a\u52a1\u529e\u7406\r\n\r\nGenesys\u643a\u624b\u6613\u8c37\u7f51\u7edc\r\n[cutoff co_thick=\"2px\"]\u75ab\u60c5\u7684\u5f71\u54cd\u8ba9\u8bb8\u591a\u4f20\u7edf\u7684\u7ebf\u4e0b\u6d3b\u52a8\u9677\u5165\u505c\u6ede\uff0c\u800c\u968f\u77405G\u7684\u5927\u89c4\u6a21\u5546\u7528\u63a8\u52a8\u7740\u6570\u5b57\u5316\u8f6c\u578b\uff0c\u4f9d\u6258\u7ebf\u4e0a\u6e20\u9053\u7684\u670d\u52a1\u4e0e\u8425\u9500\u6b63\u5728\u9010\u6e10\u6210\u4e3a\u201c\u65b0\u5ba0\u201d\uff0c\u4f01\u4e1a\u548c\u54c1\u724c\u5e94\u8be5\u5982\u4f55\u6293\u4f4f\u8fd9\u4e00\u65b0\u7684\u673a\u9047\uff1f\u6253\u901a\u5404\u7c7b\u6e20\u9053\uff0c\u6253\u9020\u9ad8\u6548\u7684\u8425\u9500\u4e0e\u670d\u52a1\uff0c\u63d0\u5347\u7528\u6237\u7559\u5b58\u5ea6\uff0c\u5728\u5e02\u573a\u4e2d\u8131\u9896\u800c\u51fa\uff1f\u00a0\r\n\u6b22\u8fce\u60a8\u53c2\u52a0Genesys\u4e0e\u6613\u8c37\u7f51\u7edc\u8054\u5408\u4e3e\u529e\u7684\u7ebf\u4e0a\u7814\u8ba8\u4f1a \u2013 2020\u5e746\u670823\u65e5 \u661f\u671f\u4e8c \u4e0a\u534810:30\u5206\uff0c\u5c06\u4e3a\u60a8\u7684\u56e2\u961f\u5168\u9762\u5256\u6790\uff1a\r\n1\u3001\u65b0\u5f62\u52bf\u4e0b\u670d\u52a1\u4e0e\u8425\u9500\u6e20\u9053\u7684\u5ef6\u4f38\u2014\u2014\u5c0f\u7a0b\u5e8f\u751f\u6001\u7684\u6210\u719f\uff08\u5feb\u901f\u96c6\u6210\u3001\u94fe\u8def\u7a33\u5b9a\u3001\u97f3\u89c6\u9891\u878d\u5165\u573a\u666f\u5316DEMO\uff09\r\n\r\n2\u3001\u540e\u75ab\u60c5\u65f6\u4ee3\u4e0b\u4e1a\u52a1\u9700\u6c42\u7684\u7206\u53d1\u00a0\r\n\u00a0\u2022 \u6709\u6548\u6574\u5408\u7ebf\u4e0a\u7ebf\u4e0b\u591a\u79cd\u8425\u9500\u6e20\u9053\u00a0\r\n\u2022 \u628a\u63e1\u5ba2\u6237\u6d88\u8d39\u559c\u597d\uff0c\u8fbe\u5230\u7cbe\u51c6\u8425\u9500\u00a0\r\n\u2022 \u6574\u5408\u8425\u9500\u4e0e\u670d\u52a1\u73af\u8282\uff0c\u589e\u5f3a\u8f6c\u5316\u6548\u679c\u00a0\r\n\u2022 \u964d\u4f4e\u7528\u6237\u6d41\u5931\u7387\u00a0\r\n\u2022 \u8425\u9500\u65b9\u5f0f\u591a\u6837\uff0c\u63d0\u9ad8\u4e92\u52a8\u7387\r\n\r\n\u6f14 \u8bb2 \u4eba\r\n\r\n\u5cb3 \u6b23\r\nEGOO\uff0c\u9996\u5e2d\u8fd0\u8425\u5b98\r\n\r\n\u738b\u4fca\u6d77\r\nGenesys\uff0c\u4e9a\u592a\u533a\u9996\u5e2d\u54a8\u8be2\u987e\u95ee\r\n\r\n[mktoform form_type=\"hot\" cta_header=\"\u7acb\u5373\u6ce8\u518c\" cta_button=\"\u7acb\u5373\u6ce8\u518c\" cms_hold=\"RG\" cid_id=\"7011T000001t8EOQAY\"]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_local col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"\" data-status=\"publish\"><a class=\"card component wide bgc-lgray h-100\" href=\"https:\/\/www.genesys.com\/zh-cn\/webinars\/remote-agent-keenbest\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">\u5b9e\u51b5\u6f14\u793a\uff0c\u5982\u4f55\u63d0\u9ad8\u8fdc\u7a0b\u5de5\u4f5c\u8d28\u91cf<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\n\u5728\u7ebf\u7814\u8ba8\u4f1a\r\n\r\n\u5b9e\u51b5\u6f14\u793a\uff0c\u5982\u4f55\u63d0\u9ad8\u8fdc\u7a0b\u5de5\u4f5c\u8d28\u91cf\r\n\r\nGenesys\u643a\u624bKEEN BEST\r\n\u7531\u4e8e\u7d27\u6025\u60c5\u51b5\u3001\u81ea\u7136\u707e\u5bb3\u6216\u75c5\u6bd2\u7206\u53d1\uff0c\u957f\u671f\u5904\u4e8e\u8fdc\u7a0b\u529e\u516c\u7684\u5ea7\u5e2d\u53ef\u80fd\u4f1a\u9762\u4e34\u5404\u79cd\u6311\u6218\u3002KEEN BEST\u662f\u7531\u4e00\u4e2a\u8fdc\u7a0b\u56e2\u961f\u6784\u5efa\u7684\uff0c\u56e0\u6b64\u4ece\u63d0\u9ad8\u6c9f\u901a\u6548\u7387\u7684\u9700\u6c42\uff0c\u5230\u4fdd\u6301\u5bf9\u5ba2\u6237\u7684\u670d\u52a1\u6c34\u5e73\uff0c\u6211\u4eec\u4e86\u89e3\u8fdc\u7a0b\u56e2\u961f\u4f1a\u9762\u4e34\u7684\u590d\u6742\u6027\u548c\u6311\u6218\u3002\r\n\r\n\u672c\u6b21\u7ebf\u4e0a\u7814\u8ba8\u4f1a\u7531KEEN BEST\u4ea7\u54c1\u7ecf\u7406\u5f20\u5f69\u971e\u4e3b\u6301\uff0c\u7ebf\u4e0a\u6f14\u793a\u5c45\u5bb6\u5ea7\u5e2d\u4e0e\u5c45\u5bb6\u73ed\u957f\u7684\u4e00\u5929\uff0c\u901a\u8fc7KEEN BEST\u5c45\u5bb6\u5ea7\u5e2d\u8d4b\u80fd\u5e73\u53f0\uff08PC\/APP\uff09\u7684\u6f14\u793a\uff0c\u60a8\u5c06\u53d1\u73b0\u642d\u5efa\u8fdc\u7a0b\u5ea7\u5e2d\u5982\u4f55\u6210\u529f\u4fdd\u8bc1\u5c45\u5bb6\u5ea7\u5e2d\u8d28\u91cf\u3002\r\n\r\n\u6b22\u8fce\u60a8\u53c2\u52a0Genesys\u4e0eKEEN BEST\u8054\u5408\u4e3e\u529e\u7684\u7ebf\u4e0a\u7814\u8ba8\u4f1a \u2013 2020\u5e745\u670813\u65e5 \u661f\u671f\u4e09 \u4e0a\u534810:30\u5206\uff0c\u5c06\u4e3a\u60a8\u7684\u56e2\u961f\u63d0\u4f9b\u8fdc\u7a0b\u5c45\u5bb6\u5ea7\u5e2d\u7684\u89e3\u51b3\u65b9\u6848\u3002\r\n\u2022 SIP Phone\u7684\u5feb\u901f\u5b89\u88c5\uff0c\u4ece\u786c\u7535\u8bdd\u5347\u7ea7\u81f3\u684c\u9762\u8f6f\u7535\u8bdd\r\n\u2022 \u5927\u5c4f\u76d1\u63a7\uff0c\u5feb\u901f\u77e5\u6653\u6280\u80fd\u7ec4\u6392\u961f\u60c5\u51b5\u53ca\u6765\u7535\u6e20\u9053\r\n\u2022 \u5feb\u901f\u8c03\u914d\u5ea7\u5e2d\u6240\u5c5e\u6280\u80fd\u7ec4\uff0c\u73ed\u957f\u53ca\u65f6\u5e94\u5bf9\u8fdb\u7ebf\u9ad8\u5cf0\r\n\u2022 \u5168\u9762\u652f\u6301\u624b\u673a\u79fb\u52a8\u7aef\u5ea7\u5e2d\uff0c\u53ea\u8981\u624b\u673a\u5c31\u53ef\u4ee5\u641e\u5b9a\u5de5\u5355\r\n\u00a0[cutoff co_thick=\"2px\"]\r\n\u6f14 \u8bb2 \u4eba\r\n\r\n\u5f20\u5f69\u971e\r\nKEEN BEST\uff0c\u4ea7\u54c1\u7ecf\u7406\r\n\r\n\u674e\u8fdb\u5b9c\r\nGenesys\uff0c\u89e3\u51b3\u65b9\u6848\u4e13\u5bb6\r\n[mktoform form_type=\"hot\" cta_header=\"\u7acb\u5373\u6ce8\u518c\" cta_button=\"\u7acb\u5373\u6ce8\u518c\uff01\" cms_hold=\"RG\" cid_id=\"7011T000001krjVQAQ\"]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_local col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"\u4eba\u5de5\u667a\u80fd\u548c\u81ea\u52a8\u5316,ai and automation\" data-status=\"publish\"><a class=\"card component wide bgc-lgray h-100\" href=\"https:\/\/www.genesys.com\/zh-cn\/webinars\/xiao-i-ai-solution\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">\u65b0\u57fa\u5efa\u91ca\u653eAi\u65b0\u52a8\u80fd\uff0c\u4e2a\u6027\u5316\u667a\u80fd\u5ba2\u670d\u663e\u8eab\u624b<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\n\u5728\u7ebf\u7814\u8ba8\u4f1a\r\n\r\n\u65b0\u57fa\u5efa\u91ca\u653eAi\u65b0\u52a8\u80fd\uff0c\u4e2a\u6027\u5316\u667a\u80fd\u5ba2\u670d\u663e\u8eab\u624b\r\n\r\nGenesys\u4e0e\u5c0fi\u673a\u5668\u4eba\r\n[cutoff co_thick=\"2px\"]\u65b0\u57fa\u5efa\u662f\u5728\u5982\u4eca\u6570\u5b57\u7ecf\u6d4e\u65f6\u4ee3\u7684\u6570\u5b57\u57fa\u5efa\u3002\u5728\u65b0\u57fa\u5efa\u8ba1\u5212\u7684\u4e03\u5927\u9886\u57df\u4e2d\uff0c\u4eba\u5de5\u667a\u80fd\u662f\u8fd1\u5e74\u70ed\u8bae\u7684\uff0c\u4f5c\u4e3a\u65b0\u4e00\u4ee3\u79d1\u6280\u9769\u547d\u7684\u91cd\u8981\u6280\u672f\u3002\u6211\u56fd\u66fe\u5c062020\u5e74\u4f5c\u4e3a\u4e2d\u56fd\u4eba\u5de5\u667a\u80fd\u8ffd\u8d76\u56fd\u9645\u5148\u8fdb\u4eba\u5de5\u667a\u80fd\u6280\u672f\u7684\u5173\u952e\u4e00\u5e74\uff0c\u5e76\u8ba9\u4eba\u5de5\u667a\u80fd\u6700\u7ec8\u52a9\u529b\u7ecf\u6d4e\u7684\u589e\u957f\u3002\r\n\r\nGenesys\u4e0e\u5c0fi\u673a\u5668\u4eba\u5171\u540c\u63a2\u8ba8\uff0c\u5982\u4f55\u652f\u6301\u4f01\u4e1a\u7684\u5ba2\u6237\u8054\u7edc\u4e2d\u5fc3\uff0c\u5b9e\u73b0\u4e2a\u6027\u5316\u667a\u80fd\u5ba2\u670d\u4f53\u9a8c\u3002 \u901a\u8fc7\u4e3a\u5ba2\u6237\u8054\u7edc\u4e2d\u5fc3\u642d\u5efa\u667a\u80fd\u77e5\u8bc6\u878d\u5408\u5e73\u53f0\u3001\u914d\u5957\u7684\u667a\u80fd\u670d\u52a1\u4e0e\u76f8\u5173\u7684\u8fd0\u8425\u652f\u6491\u5de5\u5177\uff0c\u63d0\u4f9b\u7cfb\u5217\u667a\u80fd\u5316\u89e3\u51b3\u65b9\u6848\uff0c\u5b8c\u6210\u4e09\u4e2a\u5c42\u6b21\u7684\u667a\u80fd\u5316\u5347\u7ea7\u670d\u52a1\u3002\u901a\u8fc7\u9012\u8fdb\u7684\u667a\u80fd\u5316\u670d\u52a1\uff0c\u6211\u4eec\u5c06\u52a9\u529b\u5ba2\u6237\u8054\u7edc\u4e2d\u5fc3\u63d0\u5347\u8fd0\u8425\u7ee9\u6548\uff0c\u5b9e\u73b0\u53ef\u4f38\u7f29\u6027\u670d\u52a1\u80fd\u529b\uff0c\u5b9e\u73b0\u672a\u6765\u667a\u80fd\u5316\u53d8\u9769\u4e0b\u7684\u53ef\u6301\u7eed\u53d1\u5c55\u3002\r\n\r\n&nbsp;\r\n\r\n\u6b22\u8fce\u60a8\u53c2\u52a0Genesys\u4e0e\u5c0fi\u673a\u5668\u4eba\u8054\u5408\u4e3e\u529e\u7684\u7ebf\u4e0a\u7814\u8ba8\u4f1a \u2013 2020\u5e744\u670828\u65e5 \u661f\u671f\u4e8c \u4e0a\u534810:30\u5206\uff0c\u4e86\u89e3\u5728\u5982\u4eca\u6570\u5b57\u7ecf\u6d4e\u65f6\u4ee3\uff0c\u8ba9\u4eba\u5de5\u667a\u80fd\u52a9\u529b\u7ecf\u6d4e\u7684\u589e\u957f\u3002\r\n\r\n \t\u201c\u65b0\u57fa\u5efa\u201d\u5927\u6f6e\u52a0\u901f\u5404\u9886\u57df\u667a\u80fd\u5316\u5347\u7ea7\r\n \t\u901a\u8fc7\u8ba4\u77e5\u667a\u80fd\u5347\u7ea7\u670d\u52a1\uff0c\u5e2e\u52a9\u4f01\u4e1a\u5efa\u7acb\u81ea\u8eabAI\u529b\r\n \t\u6253\u9020\u4e2a\u6027\u5316\u667a\u80fd\u5ba2\u670d\uff0c \u627e\u5230\u5546\u673a\uff0c\u63d0\u9ad8\u9500\u552e\u8f6c\u5316\u7387\r\n \t\u5ba2\u670d\u4e2d\u5fc3\u7684\u6df1\u5ea6\u667a\u80fd\u53d8\u9769\u6848\u4f8b\uff1a\u667a\u80fd\u8425\u9500\u3001\u667a\u80fd\u52a9\u7406\u3001\u5750\u5e2d\u667a\u80fd\u8f85\u52a9\u3001\u667a\u80fd\u4eba\u673a\u5bf9\u7ec3\u3001\u667a\u80fd\u5916\u547c\r\n\r\n\r\n\u6f14 \u8bb2 \u4eba\r\n\r\n\u8bb8\u5f0b\u4e9a\r\n\u9ad8\u7ea7\u526f\u603b\u88c1\r\n\u5c0fi\u673a\u5668\u4eba\r\n\r\n\u9a86\u4e3d\u5a1f\r\n\u4e9a\u592a\u533a\u9996\u5e2d\u54a8\u8be2\u987e\u95ee\r\nGenesys\r\n[mktoform form_type=\"hot\" cta_header=\"\u7acb\u5373\u6ce8\u518c\" cta_button=\"\u7acb\u5373\u6ce8\u518c\" cms_hold=\"RG\" cid_id=\"7011T000001IdHlQAK\"]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_local col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Customer,\u63d0\u5347\u60a8\u7684\u6280\u672f\u6c34\u5e73,level up your technology\" data-status=\"publish\"><a class=\"card component wide bgc-lgray h-100\" href=\"https:\/\/www.genesys.com\/zh-cn\/webinars\/home-remote-agent-on-cloud\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Customer Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">\u5728\u7ebf\u7814\u8ba8\u4f1a &#8211; Genesys\u643a\u624b\u4ebf\u8fc5\u652f\u6301\u5c45\u5bb6\u5ea7\u5e2d\uff0c\u6309\u9700\u79df\u7528\u4e91\u65b9\u6848<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\n\u5728\u7ebf\u7814\u8ba8\u4f1a\r\n\r\nGenesys\u643a\u624b\u4ebf\u8fc5\u652f\u6301\u5c45\u5bb6\u5ea7\u5e2d\r\n\r\n\u6309\u9700\u79df\u7528\u4e91\u65b9\u6848\r\n\u65b0\u51a0\u75ab\u60c5\u7684\u8513\u5ef6\u8ba9\u8fdc\u7a0b\u529e\u516c\u548c\u5c45\u5bb6\u5ea7\u5e2d\u6210\u4e3a\u4e86\u70ed\u70b9\u3002\u8fdc\u7a0b\u529e\u516c\u548c\u5c45\u5bb6\u5ea7\u5e2d\u6311\u6218\u7684\u4e0d\u4ec5\u662f\u4f01\u4e1a\u7684\u7f51\u7edc\u67b6\u6784\u548c\u5b89\u5168\u7ba1\u7406\uff0c\u66f4\u662f\u7ba1\u7406\u8fd0\u8425\u4e0a\u7684\u957f\u671f\u8003\u91cf\u3002\r\n\r\n\u9762\u5bf9\u7a81\u53d1\u7684\u72b6\u51b5\uff0c\u667a\u80fd\u5316\u4e91\u5ba2\u670d\u4e2d\u5fc3\u6309\u9700\u79df\u7528\u548c\u5b9a\u5236\u573a\u666f\u7684\u4f18\u52bf\u663e\u800c\u6613\u89c1\u3002\u4e2d\u5c0f\u578b\u4f01\u4e1a\u66f4\u9700\u8981\u7075\u6d3b\u6613\u7528\u3001\u4e00\u6b65\u5230\u4f4d\u7684\u5168\u6e20\u9053\u5ba2\u670d\u65b9\u6848\u3002\r\n\r\n&nbsp;\r\n\r\n\u5728\u7ebf\u7814\u8ba8\u4f1a\u65f6\u95f4 - 2020\u5e744\u67088\u65e5\u661f\u671f\u4e09\u4e0a\u534810\uff1a30\u5206\uff08\u5317\u4eac\u65f6\u95f4\uff09\r\n\u6b22\u8fce\u60a8\u53c2\u52a0 Genesys \u4e0e\u4ebf\u8fc5\u8054\u5408\u4e3e\u529e\u7684\u7ebf\u4e0a\u7814\u8ba8\u4f1a\uff0c\u4e86\u89e3\u5982\u4f55\u7528\u5f00\u542f\u4e91\u5ba2\u670d\uff0c\u5feb\u901f\u90e8\u7f72\u5c45\u5bb6\u5ea7\u5e2d\u3002\r\n\r\n\r\n \t\u4ebf\u8fc5\u4e0eGenesys\u5728\u5c45\u5bb6\u5ba2\u670d\u5b9e\u65bd\u4e2d\u7684\u7ecf\u9a8c\u4e0e\u542f\u793a\u00a0\u00a0\r\n \t\u6309\u9700\u79df\u7528\u3001\u4e00\u6b65\u5230\u4f4d\u7684\u4e91\u5ba2\u670d\u65b9\u6848\r\n \t\u667a\u80fd\u5316\u3001\u5168\u6e20\u9053\u3001\u5b9a\u5236\u573a\u666f\u7684\u4f18\u52bf\r\n\r\n\r\n\u6f14 \u8bb2 \u4eba\r\n\r\n\u674e\u8fdb\u5b9c\r\n\u89e3\u51b3\u65b9\u6848\u4e13\u5bb6\r\nGenesys\r\n\r\n\u9ec4 \u5065\r\n\u552e\u524d\u6218\u7565\u90e8\u603b\u76d1\r\n\u4ebf\u8fc5\r\n&nbsp;\r\n\r\n[mktoform form_type=\"hot\" cta_header=\"\u6ce8\u518c\" cta_button=\"\u7acb\u5373\u6ce8\u518c\" cms_hold=\"RG\" cid_id=\"7011T000001krYXQAY\"]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_local col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Public,\u6280\u672f,technology,\u91d1\u878d,financial,\u96f6\u552e,retail\" data-status=\"publish\"><a class=\"card component wide bgc-lgray h-100\" href=\"https:\/\/www.genesys.com\/zh-cn\/webinars\/home-agent-solution-copc\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">\u5728\u7ebf\u7814\u8ba8\u4f1a &#8211; \u5c45\u5bb6\/\u8fdc\u7a0b\u5ea7\u5e2d\u7684\u8fd0\u8425\u7ba1\u7406\u4e4b\u6311\u6218\u4e0e\u5bf9\u7b56<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\u5728\u7ebf\u7814\u8ba8\u4f1a\r\n\u5c45\u5bb6\/\u8fdc\u7a0b\u5ea7\u5e2d\uff0c\u8fd0\u8425\u7ba1\u7406\u4e4b\u6311\u6218\u4e0e\u5bf9\u7b56\r\n\r\nGenesys\u8054\u624bCOPC\r\n\r\n\u6f14 \u8bb2 \u4eba\r\n\r\n\u5d14 \u6653\r\n\u4e2d\u534e\u533a\u603b\u76d1\u3001\u9ad8\u7ea7\u987e\u95ee\r\nCOPC \r\n\r\n\u9a86\u4e3d\u5a1f\r\n\u4e9a\u592a\u533a\u9996\u5e2d\u54a8\u8be2\u987e\u95ee\r\nGenesys\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]\u9762\u5bf9\u7a81\u5982\u5176\u6765\u7684\u65b0\u51a0\u75c5\u6bd2\uff0c\u62e5\u6709\u5ba2\u670d\u4e2d\u5fc3\u7684\u4f01\u4e1a\u6025\u4e8e\u90e8\u7f72\u5c45\u5bb6\/\u8fdc\u7a0b\u5ea7\u5e2d\uff0c\u5728\u4fdd\u969c\u5458\u5de5\u5b89\u5168\u7684\u524d\u63d0\u4e0b\uff0c\u4fdd\u8bc1\u5ba2\u6237\u4f53\u9a8c\u8d28\u91cf\u4e0d\u53d8\u3002\u5c45\u5bb6\u5ea7\u5e2d\u5728\u6280\u672f\u4e0a\u5b9e\u65bd\u4e5f\u8bb8\u5e76\u975e\u96be\u4e8b\uff0c\u4f46\u5728\u8fd0\u8425\u7ba1\u7406\u4e0a\uff0c\u9762\u4e34\u5b8c\u5168\u4e0d\u540c\u7684\u6311\u6218\u3002\u4f8b\u5982\uff1a\u5982\u4f55\u52a0\u5f3a\u5c45\u5bb6\u5ba2\u670d\u4eba\u5458\u7684\u884c\u4e3a\u7ba1\u7406\u548c\u76d1\u7763\uff0c\u5236\u5b9a\u5408\u7406\u7684\u4eba\u5458\u9009\u62d4\uff0c\u57f9\u8bad\u3001\u7b7e\u7f72\u4fdd\u5bc6\u534f\u8bae\uff0c\u9632\u6b62\u5ba2\u6237\u4fe1\u606f\u6cc4\u9732\u7b49\u7b49\u3002\u540c\u65f6\uff0c\u5982\u4f55\u5408\u7406\u5b89\u6392\u5728\u7ebf\u5ba2\u670d\u4e0e\u7535\u8bdd\u5ba2\u670d\u7684\u5168\u6e20\u9053\u7ba1\u7406\uff0c\u540c\u65f6\u7ba1\u7406\u5916\u5305\u5ba2\u670d\u4e0e\u81ea\u6709\u5ba2\u670d\u4eba\u5458\u3002\u8fd9\u4e00\u7cfb\u5217\u7684\u95ee\u9898\uff0c\u968f\u7740\u8fdc\u7a0b\u5ea7\u5e2d\u7684\u4e0a\u7ebf\u4fbf\u4f1a\u5c42\u51fa\u4e0d\u7a77\u3002\r\n\r\n&nbsp;\r\nGenesys\u8054\u5408COPC\uff0c\u4e3a\u5ba2\u670d\u4e2d\u5fc3\u7684\u7ba1\u7406\u4eba\u5458\u5c55\u73b0\u4e86\r\n\r\n\r\n \t\u8fdc\u7a0b\/\u5c45\u5bb6\u5ea7\u5e2d\u7684\u53d1\u5c55\u7ba1\u7406\u8d8b\u52bf\r\n \t\u5c45\u5bb6\/\u8fdc\u7a0b\u5ea7\u5e2d\u7684\u4f18\u52bf\u4e0e\u7ba1\u7406\u6311\u6218\r\n \t\u5c45\u5bb6\/\u8fdc\u7a0b\u5ea7\u5e2d\u7684\u90e8\u7f72\u7ba1\u7406\u6700\u4f73\u5b9e\u8df5\r\n \tCOPC\u5c45\u5bb6\/\u8fdc\u7a0b\u5ea7\u5e2d\u7684\u6807\u51c6\u6307\u5bfc\r\n \tCOPC\u5c45\u5bb6\/\u8fdc\u7a0b\u5ea7\u5e2d\u7684\u7ba1\u7406\u7ecf\u9a8c\u548c\u6848\u4f8b\r\n\r\n&nbsp;\r\n2\u670826\u65e5\uff0c\u4e0a\u534810\u70b930\u5206\uff0c\u8bf7\u60a8\u767b\u9646Genesys &amp; COPC\u8054\u5408\u7ebf\u4e0a\u7814\u8ba8\u4f1a\uff0c\u5171\u540c\u63a2\u8ba8\u5c45\u5bb6\/\u8fdc\u7a0b\u5ea7\u5e2d\u7684\u7ba1\u7406\u7b56\u7565\u3002\r\n[mktoform form_type=\"hot\" cms_hold=\"RG\" cid_id=\"7011T000001kqoPQAQ\"]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_local col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Public,\u6280\u672f,technology,\u91d1\u878d,financial,\u96f6\u552e,retail\" data-status=\"publish\"><a class=\"card component wide bgc-lgray h-100\" href=\"https:\/\/www.genesys.com\/zh-cn\/webinars\/home-agent-genesys-audiocodes\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Home Agent &#8211; Genesys &#038; AudioCodes<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\n\u5728\u7ebf\u7814\u8ba8\u4f1a\r\n\r\nGenesys\u8054\u624b\u5965\u79d1\u707e\u5907\u547c\u53eb\u4e2d\u5fc3\u89e3\u51b3\u65b9\u6848\r\n\u5c45\u5bb6\/\u8fdc\u7a0b\u529e\u516c\u5ea7\u5e2d\u75ab\u60c5\u5f53\u524d\uff0c\u5168\u6c11\u6297\u51fb\uff0c\u4e3e\u56fd\u9632\u3001\u7686\u95ed\u6237\uff0c\u90a3\u5982\u4f55\u4fdd\u969c\u4f01\u4e1a\u5728\u5c45\u5bb6\u9694\u79bb\u3001\u8db3\u4e0d\u51fa\u6237\u7684\u60c5\u51b5\u4e0b\u505a\u5230\u590d\u5de5\u4e0d\u803d\u8bef\u5462\uff1f\r\n\r\n&nbsp;\r\n\r\n\u4f5c\u4e3a\u4e2d\u56fd\u547c\u53eb\u4e2d\u5fc3\u5382\u5546\u7684\u9886\u5bfc\u4f01\u4e1a\uff0cGenesys\u5c06\u534f\u540c\u5965\u79d1\u4e3a\u60a8\u5949\u4e0a\u5b8c\u6574\u7684\u57fa\u4e8eGenesys SIP\u5e73\u53f0\u7684\u8fdc\u7a0b\u5ea7\u5e2d\u65b9\u6848\uff0c\u5bf9\u4e8e\u5ba2\u6237\u73b0\u6709\u5e73\u53f0\u65e0\u9700\u8fdb\u884c\u5927\u8303\u56f4\u6539\u9020\u5c31\u53ef\u4ee5\u5b9e\u73b0\u5bb6\u5ead\u529e\u516c\u3002\r\n\r\nGenesys\u548c\u5965\u79d1\u8054\u624b\u6253\u9020\u5728\u7ebf\u7814\u8ba8\u4f1a - 2020\u5e743\u67084\u65e5 \u00a0\u661f\u671f\u4e09 \u00a0\u5317\u4eac\u65f6\u95f4\u4e0a\u534810\uff1a30\u5206\r\n\u672c\u6b21\u7814\u8ba8\u4f1a\u5c06\u4e3a\u60a8\u5c55\u73b0\u4e94\u5927\u7279\u70b9\uff1a\r\n\r\n\r\n \t\u5145\u5206\u5229\u7528\u4e92\u8054\u7f51\u3001\u516c\/\u79c1\u6709\u4e91\u548c\u4f01\u4e1a\u73b0\u6709\u8d44\u6e90\uff0c\u8fc5\u901f\u90e8\u7f72\u5c45\u5bb6\u529e\u516c\u9694\u79bb\u73af\u5883\r\n \t\u5168\u8f6f\u4ef6\u90e8\u7f72\uff0c\u65e0\u9700\u786c\u4ef6\u73b0\u573a\u5b89\u88c5\u548c\u4eba\u5458\u63a5\u89e6\r\n \t\u8fdc\u7a0b\u90e8\u7f72\u548c\u76d1\u63a7\uff0c\u65e0\u9700\u4eba\u5458\u5bc6\u5207\u63a5\u89e6\r\n \t\u5145\u5206\u5229\u65e7\u73b0\u6709\u4f01\u4e1a\u547c\u53eb\u4e2d\u5fc3\u548c\u8fde\u63a5\u67b6\u6784\uff0c \u5728\u73b0\u6709\u67b6\u6784\u4e0a\u62d3\u5c55\uff0c \u65e0\u9700\u66f4\u6539\u6838\u5fc3\u7ed3\u6784\r\n \t\u65e0\u9700\u6539\u53d8\u5750\u5e2d\u64cd\u4f5c\u4e60\u60ef\r\n\r\n[webinarschedule][cutoff co_thick=\"2px\"][webinarschedulesingle]\r\n\u6f14 \u8bb2 \u4eba\r\n\r\n\u6e29\u5b66\u519b\r\n\u9ad8\u7ea7\u6280\u672f\u7ecf\u7406\r\nAudioCodes\r\n\r\n\u674e\u8fdb\u5b9c\r\n\u89e3\u51b3\u65b9\u6848\u4e13\u5bb6\r\nGenesys\r\n[mktoform form_type=\"hot\" cms_hold=\"RG\" cid_id=\"7011T000001kqoFQAQ\"]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_local col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Customer,\u63d0\u5347\u60a8\u7684\u6280\u672f\u6c34\u5e73,level up your technology,Genesys AI,\u4eba\u5de5\u667a\u80fd\u548c\u81ea\u52a8\u5316,ai and automation\" data-status=\"publish\"><a class=\"card component wide bgc-lgray h-100\" href=\"https:\/\/www.genesys.com\/zh-cn\/webinars\/cloud-ai-digital\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Customer Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">\u4e91\u3001\u6570\u5b57\u5316\u3001\u4eba\u5de5\u667a\u80fd\uff0cGenesys\u6b63\u4ee5\u65e5\u65b0\u6708\u5f02\u7684\u98a0\u8986\u6027\u6280\u672f\u521b\u65b0\u52a9\u529b\u4f01\u4e1a\u4ea4\u4ed8\u5353\u8d8a\u5ba2\u6237\u4f53\u9a8c<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\n\u5ba2\u6237\u4f53\u9a8c\u521b\u65b0\u7cfb\u5217\r\n\r\n\u4eba\u5de5\u667a\u80fd\u3001\u4e91\u3001\u6570\u5b57\u5316\u2014\u2014Genesys\u52a9\u60a8\u5f00\u521b\u5ba2\u6237\u4f53\u9a8c\u5d2d\u65b0\u672a\u6765\r\n\r\n\u5728\u7ebf\u7814\u8ba8\u4f1a1 \/ 4\r\n[cutoff co_thick=\"2px\"]\r\n\r\n\u73b0\u5728\u9009\u62e9Genesys\u662f\u518d\u660e\u667a\u4e0d\u8fc7\u7684\u4e86\u3002\u4e91\u3001\u6570\u5b57\u5316\u3001\u4eba\u5de5\u667a\u80fd\uff0cGenesys\u6b63\u4ee5\u65e5\u65b0\u6708\u5f02\u7684\u98a0\u8986\u6027\u6280\u672f\u521b\u65b0\u52a9\u529b\u4f01\u4e1a\u4ea4\u4ed8\u5353\u8d8a\u5ba2\u6237\u4f53\u9a8c\u3002\u5728\u5373\u5c06\u6765\u4e34\u7684Genesys\u72ec\u5bb6\u5728\u7ebf\u7814\u8ba8\u4f1a\u4e0a\uff0cGenesys \u9996\u5e2d\u4ea7\u54c1\u5b98Peter Graf\u5c06\u4e0e\u53c2\u4f1a\u8005\u5206\u4eab\u4eba\u5de5\u667a\u80fd\u5982\u4f55\u8d4b\u80fd\u5ba2\u6237\u5386\u7a0b\u548c\u5458\u5de5\u5386\u7a0b\u3002\r\n\r\n\u52a0\u5165\u5728\u7ebf\u7814\u8ba8\u4f1a\uff0c\u60a8\u5c06\u4e86\u89e3\u5230\u5907\u53d7\u4fe1\u8d56\u7684Genesys\u89e3\u51b3\u65b9\u6848\u5982\u4f55\u5e2e\u52a9\u4f01\u4e1a\uff1a\r\n\r\n \t\u5efa\u7acb\u5f53\u524d\u6700\u65b0\u6700\u5168\u7684\u6570\u5b57\u5316\u6e20\u9053\uff0c\u5e76\u4f7f\u7528\u4e00\u4f53\u5316\u5e73\u53f0\u5bf9\u5176\u8fdb\u884c\u7ba1\u7406\u3002\r\n \t\u6709\u6548\u5229\u7528\u5b9e\u65f6\u9884\u6d4b\u3001\u8bed\u97f3\u548c\u6587\u672c\u5206\u6790\u3001\u8def\u7531\u51b3\u7b56\u3001\u81ea\u52a9\u670d\u52a1\u81ea\u52a8\u5316\u7b49\u4eba\u5de5\u667a\u80fd\u6280\u672f\u4ee5\u53ca\u6240\u6709\u6e20\u9053\u7684\u5b9e\u65f6\u4ea4\u4e92\u6570\u636e\uff0c\u4ea4\u4ed8\u5353\u8d8a\u7684\u5ba2\u6237\u4f53\u9a8c\u548c\u5458\u5de5\u4f53\u9a8c\u3002\r\n \t\u53d1\u6398\u51fa\u5df2\u90e8\u7f72\u7684Genesys\u89e3\u51b3\u65b9\u6848\u7684\u6700\u5927\u4ef7\u503c\u3002\u6210\u719f\u7684Genesys\u89e3\u51b3\u65b9\u6848\u652f\u6301\u4e91\u3001\u6df7\u5408\u7b49\u591a\u79cd\u8fd0\u884c\u6a21\u5f0f\uff0c\u5177\u5907\u5404\u7c7b\u4f01\u4e1a\u6240\u9700\u7684\u5b89\u5168\u6027\u3001\u7075\u6d3b\u6027\u548c\u89c4\u6a21\u3002\r\n\r\n\u6b64\u5916\uff0c\u60a8\u8fd8\u5c06\u6709\u673a\u4f1a\u62a2\u5148\u9884\u89c8\u6211\u4eec\u5373\u5c06\u63a8\u51fa\u7684\u590f\u5b63\u521b\u65b0\u9879\u76ee\u5982\u4f55\u5e2e\u52a9\u4f01\u4e1a\u5b9e\u73b0\u6307\u6570\u7ea7\u589e\u957f\u3002\r\n\r\n*\u6b64\u6b21\u5728\u7ebf\u7814\u8ba8\u4f1a\u4ec5\u5bf9Genesys\u5ba2\u6237\u5f00\u653e\r\n\r\n[webinarschedule][cutoff co_thick=\"2px\"]\r\n\u6f14\u8bb2\u4eba\r\n\r\nPeter Graf\r\nGenesys\u6267\u884c\u526f\u603b\u88c1\u517c\u9996\u5e2d\u4ea7\u54c1\u5b98\r\n[mktoform cta_header=\"\u7acb\u5373\u6ce8\u518c\" cta_button=\"\u7acb\u5373\u6ce8\u518c!\" cms_hold=\"RG\" landing_id=\"68940\"]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_local col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Genesys AI,Outbound\" data-status=\"publish\"><a class=\"card component wide bgc-lgray h-100\" href=\"https:\/\/www.genesys.com\/zh-cn\/webinars\/outbound\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">\u5728\u7ebf\u7814\u8ba8\u4f1a &#8211; \u957f\u98ce\u7834\u6d6a\u4f1a\u6709\u65f6\u4e4b\u8bbaGenesys\u5916\u547c\u7cfb\u7edf<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\n\u5728\u7ebf\u7814\u8ba8\u4f1a\r\n\r\n\r\n\u957f\u98ce\u7834\u6d6a\u4f1a\u6709\u65f6\r\n\r\nGenesys \u5916\u547c\u7cfb\u7edf\r\n\u8f6c\u53d8\u4e2d\u7684Genesys\u968f\u65f6\u4e3a\u73b0\u6709\u548c\u672a\u6765\u65b0\u7684\u7206\u53d1\u5f0f\u7684\u65b0\u4e1a\u52a1\u505a\u597d\u4e86\u51c6\u5907\u3002\u89e3\u8bfb\u4e16\u754c\u4e0a\u7b2c\u4e00\u4e2a\u4e13\u6ce8\u4e8e\u5ba2\u6237\u4f53\u9a8c\u548c\u8425\u9500\u7684AI\u5e73\u53f0-KATE\u3002\r\nGenesys \u5916\u547c\u7cfb\u7edf\u5728\u7ebf\u7814\u8ba8\u4f1a 2019\u5e747\u670816\u65e5\/\u661f\u671f\u4e8c\/\u4e0a\u534810:45\u5206\r\n&nbsp;\r\n\u5916\u547c\u9700\u6c42\uff0cGenesys\u89e3\u51b3\u65b9\u6848\uff1a\r\n\u2022 \u901a\u8fc7\u591a\u6e20\u9053\u7684\u5916\u547c\u6d3b\u52a8\u6539\u5584\u5ba2\u6237\u4f53\u9a8c\uff0c\u51cf\u5c11\u547c\u5165\u901a\u8bdd\u91cf\u00a0\r\n\u2022 \u901a\u8fc7\u53d1\u9001\u4ed8\u6b3e\u63d0\u9192\u589e\u52a0\u4f01\u4e1a\u6536\u5165\uff0c\u6ee1\u8db3\u5408\u89c4\u8981\u6c42\u00a0\r\n\u2022 \u901a\u8fc7\u81ea\u52a8\u62e8\u53f7\u3001\u83b7\u5f97\u4e13\u5229\u7684\u8282\u594f\u63a7\u5236\u529f\u80fd\u4ee5\u53ca\u547c\u5165\u547c\u51fa\u4e1a\u52a1\u878d\u5408\uff0c\u63d0\u9ad8\u5ea7\u5e2d\u7684\u5229\u7528\u7387\r\n\r\n\u6f14\u8bb2\u4eba\r\n\r\n\u674e\u667a\u6d9b\r\nGenesys\r\n\u9ad8\u7ea7\u5ba2\u6237\u7ecf\u7406\r\n[cutoff co_thick=\"2px\"][mktoform cta_header=\"Register\" cta_button=\"\u7acb\u5373\u6ce8\u518c\" cms_hold=\"RG\" cid_id=\"7010d000001GaVwAAK\"]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_local col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"\u91d1\u878d,financial\" data-status=\"publish\"><a class=\"card component wide bgc-lgray h-100\" href=\"https:\/\/www.genesys.com\/zh-cn\/webinars\/fintech-meet-cxtech\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">\u5728\u7ebf\u7814\u8ba8\u4f1a &#8211; \u91d1\u878d\u79d1\u6280\u8d70\u8fdb\u8054\u7edc\u4e2d\u5fc3-\u5f53FinTech\u9047\u89c1CXTech<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\n\u5728\u7ebf\u7814\u8ba8\u4f1a\r\n\r\n\u91d1\u878d\u79d1\u6280\u8d70\u8fdb\u8054\u7edc\u4e2d\u5fc3\r\n\r\n\u5f53FinTech\u9047\u89c1CXTech\r\n[cutoff co_thick=\"2px\"][webinarschedule][webinarschedulesingle]\u672c\u6b21\u7814\u8ba8\u4f1a\u5c06\u4e3a\u60a8\u89e3\u5f00\u4e0a\u5e02\u516c\u53f8\u8d22\u62a5\u4f53\u73b0\u91d1\u878d\u79d1\u6280\u7684\u91cd\u8981\u6027\uff0c\u548c\u8054\u7edc\u4e2d\u5fc3\u5728\u6ca1\u6709\u91d1\u878d\u79d1\u6280\u4e4b\u524d\u548c\u4e4b\u540e\u7684\u76f8\u5173\u70ed\u8bcd\u3002\u4ee5\u53caGenesys\u5728\u6b64\u70ed\u6d6a\u4e2d\u5982\u4f55\u4e3a\u60a8\u7406\u6e05\u5934\u7eea\uff0c\u5e26\u6765\u65e0\u6bd4\u7684\u6e05\u723d\u51c9\u610f\uff01\r\n\r\n&nbsp;\r\n\r\nGenesys\u5c06\u503e\u529b\u4e3a\u60a8\u6253\u9020\u201c\u91d1\u878d\u79d1\u6280\u8d70\u8fdb\u8054\u7edc\u4e2d\u5fc3--\u5f53FinTech\u9047\u89c1CXTech\u00a0\u201d\u5728\u7ebf\u7814\u8ba8\u4f1a\u20132019\u5e748\u670828\u65e5\/\u661f\u671f\u4e09\/\u4e0a\u534810:45\u5206\r\n\r\n&nbsp;\r\n\u672c\u6b21\u5728\u7ebf\u7814\u8ba8\u4f1a\u66f4\u5c06\u4e3a\u60a8\u6df1\u5ea6\u5256\u6790\u91d1\u878d\u79d1\u6280\u5728\u8054\u7edc\u4e2d\u5fc3\u4e2d\u7684\u5e94\u7528\uff1a\r\n\u2022 \u4e91\u8ba1\u7b97\r\n\u2022 \u4eba\u5de5\u667a\u80fd\r\n\u2022 \u98ce\u63a7\u4e0e\u5b89\u5168\r\n\u2022 \u7269\u8054\u7f51\r\n\u2022 \u5168\u6e20\u9053\u878d\u5408\r\n\r\n\u6f14 \u8bb2 \u4eba\r\n\r\n\u5c39\u5f90 Clark\r\nGenesys, \u8d44\u6df1\u65b9\u6848\u987e\u95ee\r\n[mktoform form_type=\"hot\" cta_header=\"\u7acb\u5373\u6ce8\u518c\" cta_button=\"\u7acb\u5373\u6ce8\u518c\" cms_hold=\"RG\" cid_id=\"7010d000001GcR8AAK\"]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_local col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Customer,Outbound,\u4eba\u5de5\u667a\u80fd\u548c\u81ea\u52a8\u5316,ai and automation,\u91d1\u878d,financial\" data-status=\"publish\"><a class=\"card component wide bgc-lgray h-100\" href=\"https:\/\/www.genesys.com\/zh-cn\/webinars\/pingan-replacement\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Customer Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">G\u9047\u52c7\u8fdb\uff0c\u4f20\u7edf\u547c\u53eb\u4e2d\u5fc3\u7684\u5e73\u5b89\u8f6c\u578b<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nGenesys\u5728\u7ebf\u7814\u8ba8\u4f1a\r\n\r\nG\u9047\u52c7\u8fdb\r\n\r\n\u4f20\u7edf\u547c\u53eb\u4e2d\u5fc3\u7684\u5e73\u5b89\u8f6c\u578b\r\n[cutoff co_thick=\"2px\"]\u9648\u65e7\u7684\u547c\u53eb\u4e2d\u5fc3\uff0c\u6bdb\u75c5\u591a\u591a\uff1a \u7ef4\u62a4\u6210\u672c\u9ad8\uff0c\u5347\u7ea7\u6269\u5bb9\u96be\uff0c\u5458\u5de5\u6548\u7387\u4f4e\uff0c\u5ba2\u6237\u4e0d\u6ee1\u610f\u3002\u7528\u4e4b\u8d39\u529b\uff0c\u5f03\u4e4b\u53ef\u60dc\u3002\r\n\u6700\u91cd\u8981\u7684\u662f\uff1a\r\n\r\n\r\n \t\u4e0d\u80fd\u5b9e\u73b0\u5168\u6e20\u9053\u4ea4\u4e92\r\n \t\u4eba\u5de5\u4e0e\u667a\u80fd\u5ba2\u670d\u65e0\u6cd5\u534f\u540c\u5de5\u4f5c\r\n \t\u65e0\u6cd5\u6ee1\u8db3\u4f01\u4e1a\u8f6c\u578b\u53d1\u5c55\u7684\u9700\u6c42\r\n\r\nGenesys\u8054\u5408\u5e73\u5b89\u91d1\u670d\u5c06\u503e\u529b\u4e3a\u60a8\u6253\u9020 \u201c G \u9047\u52c7\u8fdb\uff0c\u4f20\u7edf\u547c\u53eb\u4e2d\u5fc3\u7684\u5e73\u5b89\u8f6c\u578b \u201d\r\n\r\n\u5728\u7ebf\u7814\u8ba8\u4f1a\u20132019\u5e7410\u670817\u65e5\/\u661f\u671f\u56db\/\u4e0a\u534810:45\u5206\r\n\r\n\u5ba2\u6237\u4f53\u9a8c\u7ba1\u7406\u662f\u6fc0\u6d41\u52c7\u8fdb\uff0c\u9510\u610f\u521b\u65b0\u7684\u79d1\u5b66\u3002\u8fce\u63a5AI\u4e0e5G\u65f6\u4ee3\uff0c\u4f01\u4e1a\u9700\u8981\u5927\u80c6\u7a81\u7834\uff0c\u4e5f\u9700\u8981\u7cfb\u7edf\u4e0e\u6218\u7565\u5e73\u5b89\u8f6c\u578b\u3002 \u5168\u7403\u5ba2\u6237\u4f53\u9a8c\u7684\u9886\u5bfc\u8005Genesys\uff0c\u652f\u6301\u4e2d\u56fd\u4f01\u4e1a\u5927\u529b\u5f00\u62d3\u6d77\u5916\u5e02\u573a\uff0c\u5b9e\u73b0\u5168\u6e20\u9053\u4f53\u9a8c\uff0c\u6536\u83b7\u667a\u80fd\u4e0e\u4eba\u5de5\u6700\u4f18\u5316\u7684\u5ba2\u6237\u6ee1\u610f\u5ea6\u3002\r\n\r\n\u6ce8\u518c\u5728\u7ebf\u7814\u8ba8\u4f1a\uff0c\u83b7\u5f97\u5e73\u5b89\u8f6c\u578b\u7684\u8be6\u7ec6\u8d44\u6599\u548c\u4e00\u624b\u4fe1\u606f\u3002\r\n\u6f14 \u8bb2 \u4eba\r\n\r\n\u5f90 \u73e9\r\nGenesys\u00a0 \u6280\u672f\u54a8\u8be2\u4e13\u5bb6\r\n\r\n\u738b\u6653\u8273\r\n\u5e73\u5b89\u91d1\u670d\u521b\u65b0\u5e02\u573a\u90e8\u603b\u76d1\r\n[mktoform form_type=\"hot\" cta_header=\"\u7acb\u5373\u6ce8\u518c\" cta_button=\"\u7acb\u5373\u6ce8\u518c\uff01\" cms_hold=\"RG\" cid_id=\"7010d000001Gdb9AAC\"]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_local col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"\u63d0\u5347\u60a8\u7684\u6280\u672f\u6c34\u5e73,level up your technology\" data-status=\"publish\"><a class=\"card component wide bgc-lgray h-100\" href=\"https:\/\/www.genesys.com\/zh-cn\/webinars\/webrtc%ef%bc%8c%e5%ae%a2%e6%9c%8d%e4%ba%91%e4%b8%8a%e8%a7%81\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Genesys\u548cAudioCodes\u8054\u624b\u6253\u9020 &#8211; WebRTC\uff0c\u5ba2\u670d\u4e91\u4e0a\u89c1<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\n[this_page_title]\r\n[cutoff co_thick=\"2px\"]\r\nGenesys\u4e0eAudioCodes\u8054\u624b\u4e3a\u60a8\u51c6\u5907\u4e86 45\u5206\u949f\u7684\u5728\u7ebf\u7814\u8ba8\u4f1a \u2013\u00a0\u00a02019\u5e7402\u670821\u65e5\u661f\u671f\u56db\u4e0a\u534810\uff1a30\u5206\r\n&nbsp;\r\n\r\n\u2022 \u91c7\u7528WebRTC\u6280\u672f\u5145\u5206\u5229\u7528\u4e92\u8054\u7f51\u8d44\u6e90\uff0c\u62d3\u5c55Genesys\u8054\u7edc\u4e2d\u5fc3\u8fb9\u754c\uff0c\u7075\u6d3b\u9ad8\u6548\u6574\u5408\u4e92\u8054\u7f51\u8d44\u6e90\uff0c\u5f00\u5c55\u97f3\u89c6\u9891\u4e1a\u52a1\r\n\u2022 \u5145\u5206\u5229\u7528\u5965\u79d125\u5e74\u79ef\u7d2f\u7684VOIP\u7ecf\u9a8c\u4e4b\u5927\u6210\u548c\u4e30\u5bcc\u7684\u81ea\u4e3b\u4ea7\u54c1\u8d44\u6e90\uff0c\u5728\u5ba2\u6237\u73b0\u6709\u901a\u8fc7Genesys\u8ba4\u8bc1\u63a8\u8350\u7684\u5965\u79d1SBC\u4ea7\u54c1\u4e0a\u901a\u8fc7\u8f6f\u4ef6\u5347\u7ea7\u62d3\u5c55\u8054\u7edc\u4e2d\u5fc3\u5e94\u7528\r\n\u2022 \u5145\u5206\u5229\u7528\u5965\u79d1VNF\u67b6\u6784\uff0c\u8f7b\u8d44\u4ea7\uff0c\u514d\u7ef4\u62a4\uff0c\u652f\u6301Genesys\u8054\u7edc\u4e2d\u5fc3\u5411\u4e91\u7aef\u8fc1\u79fb\r\n\u2022 \u5148\u8fdb\u7684\u5f39\u6027\u5316\u90e8\u7f72\u548c\u53ef\u53d8\u5e26\u5bbd\u9002\u914d\u6280\u672f\uff0c\u4e3aGenesys\u8054\u7edc\u4e2d\u5fc3\u57fa\u7840\u67b6\u6784\u62d3\u5c55\u4fdd\u9a7e\u62a4\u822a\r\n\r\n[webinarschedule][cutoff co_thick=\"2px\"]\r\n\u6f14 \u8bb2 \u4eba\r\n\r\n\u6e29\u5b66\u519b\r\nAudioCodes\u5965\u79d1\uff0c\u9ad8\u7ea7\u6280\u672f\u7ecf\u7406\r\n\r\n\u5c39\u5f90\r\nGenesys\uff0c\u8d44\u6df1\u89e3\u51b3\u65b9\u6848\u987e\u95ee\r\n[mktoform cta_header=\"\u70b9\u51fb\u6ce8\u518c\" cta_button=\"\u7acb\u5373\u52a0\u5165\" cid_id=\"7010d000000mgPgAAI \"]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_local col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"\" data-status=\"publish\"><a class=\"card component wide bgc-lgray h-100\" href=\"https:\/\/www.genesys.com\/zh-cn\/webinars\/pureconnect-webinar2\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">PureConnect\u4e00\u4f53\u5316\u7684\u5ba2\u670d\u4f53\u9a8c \u6c47\u901a\u5ba2\u670d\u5386\u7a0b \u6d88\u9664\u4fe1\u606f\u58c1\u5792<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\n[this_page_title]\r\n[cutoff co_thick=\"2px\"]Genesys\u4e3a\u60a8\u51c6\u5907\u4e86 45\u5206\u949f\u7684\u5728\u7ebf\u7814\u8ba8\u4f1a \u2013\u00a0\u00a02018\u5e7410\u670816\u65e5\u661f\u671f\u4e8c\u4e0a\u534810\uff1a30\u5206\r\n\r\n\u5168\u6e20\u9053\u5ba2\u6237\u670d\u52a1\u5386\u53f2\u8f68\u8ff9\u5168\u7a0b\u8bb0\u5f55\r\nCX\u4e0eCRM\u4e1a\u52a1\u7cfb\u7edf\u878d\u5408\uff0c\u7edf\u4e00\u670d\u52a1\r\n\u5feb\u901f\u5b9a\u4f4d\u5de5\u5355\u5904\u7406\u8fdb\u7a0b\uff0c\u63d0\u5347\u6ee1\u610f\u5ea6\r\n\r\n[webinarschedule][cutoff co_thick=\"2px\"]\r\nMeet the Speakers\r\n\r\n\u674e\u8fdb\u5b9c\r\nGenesys\uff0c\u89e3\u51b3\u65b9\u6848\u4e13\u5bb6\r\n\r\n\u5f20\u5f69\u971e\r\nBricom\uff0c\u4ea7\u54c1\u7ecf\u7406\r\n[mktoform cta_header=\"\u70b9\u51fb\u6ce8\u518c\" cta_button=\"\u7acb\u5373\u52a0\u5165\" landing_id=\"66574\" cid_id=\"7010d000000mYkK\"]\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/customer-reference-forum-ascension?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Customer Reference Forum &#8211; Ascension<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nTransforming Healthcare with AI: How Ascension Delivers Better Care Through Intelligent Automation\r\n\r\nJoin this interactive session to see how Ascension, one of the world's largest Catholic health systems, is using Genesys to embrace AI innovation to drive their core mission of delivering compassionate and personalized care for all, especially to those who need it most.Wednesday, April 15th, 2026 at 11:00 am Eastern[cutoff co_thick=\"2px\"]In this conversation with Brian Jones, Senior Solution Architect at Ascension, we'll discuss how one of the world's largest Catholic health systems is revolutionizing patient care with AI.\r\nJoin us to learn how Ascension leverages Genesys AI to:\r\n\r\n\r\n \t\r\nBoost efficiency\u00a0\u2013 Streamline operations and reduce wait times without sacrificing quality\r\n \t\r\nEnhance empathy\u00a0\u2013 Create more meaningful, personalized patient interactions at scale\r\n \t\r\nImprove effectiveness\u00a0\u2013 Deliver better health outcomes through smarter, data-driven decisions\r\n\r\nIn this session, you'll explore real-world strategies for integrating AI into healthcare workflows while maintaining the human touch that patients need most.\r\nDuring this live forum you\u2019ll be able to engage and ask questions. You are welcome to participate.[mktoform form_p_target=\"custom\" cta_button=\"Register Now\" cms_hold=\"RG\" cid_id=\"701Ht000001x8hnIAA\"]\r\nMeet the speakers\r\n[component_bio_block name=\"Janelle Binder\" title=\"Senior Vice President, Customer Engagement &amp; Advocacy, Genesys\" photo=\"617794\"][\/component_bio_block][component_bio_block name=\"Brian Jones\" title=\"Senior Solution Architect, Ascension\" photo=\"617795\"][\/component_bio_block][component_bio_block][\/component_bio_block][component_bio_block][\/component_bio_block][component_bio_block][\/component_bio_block]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Customer,Video,Improve customer experience,Level up your technology,Improve customer experience,Improve employee experience,Level up your technology,Genesys Cloud,genesys cloud cx,AI and automation,Enterprise,Midsized,SMB,Financial,Healthcare,Industrial,Public,Retail,Technology\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/women-leading-in-the-era-of-ai-powered-cx?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Women leading in the era of AI-Powered CX<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand webinar\r\n\r\nWomen leading in the era of AI-powered CX\r\nA conversation with Genesys customers on navigating risk, performance and trust at scale\r\n\r\n.[mktoform cta_button=\"Watch now\" cta_header=\"Watch now\" cms_hold=\"RG\" cid_id=\"701Ht000001ebu7IAA\"]In recognition of International Women\u2019s Day, women leaders will discuss how they\u2019re embedding artificial intelligence (AI) into customer experience (CX) operations while balancing performance, trust and employee impact.\r\n\r\nModerated by Clare Muscutt, Founder &amp; CEO of Women in CX, the panel features executives from BCD Travel, IHG\u00ae Hotels &amp; Resorts, and Aterian \u2014 organizations actively advancing AI within their Genesys environments.\r\n\r\nTogether, they\u2019ll share how they evaluate AI use cases in practice, align stakeholders around measurable outcomes and ensure automation strengthens. This is a grounded, executive-level discussion on leading AI responsibly in complex, high-accountability environments.During this session you\u2019ll gain: \r\n\r\n \tExecutive perspective on AI decision-making in CX\r\n \tInsight into managing efficiency and loyalty together\r\n \tPractical examples of reshaping or redirecting AI initiatives\r\n \tLeadership lessons for navigating high-pressure transformation\r\n\r\n\r\nMeet the Speakers\r\n[component_bio_block name=\"Christina Bell\" title=\"VP Contact Center Solutions, BCD Travel\" photo=\"617921\"][\/component_bio_block][component_bio_block name=\"Mary Henderson\" title=\"Head of Contact Center Technology, Reservations and Customer Care, IHG\u00ae Hotels &amp; Resorts\" photo=\"617920\"][\/component_bio_block][component_bio_block name=\"Lorena Lovri\u0107\" title=\"Director of Customer Experience, Aterian\" photo=\"617919\"][\/component_bio_block][component_bio_block name=\"Clare Muscutt\" title=\"Founder &amp; CEO, Women in CX\" photo=\"617918\"][\/component_bio_block]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/customer-reference-forum-kaplan-north-america?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Customer Reference Forum &#8211; Kaplan North America<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nFrom Legacy to Leading Edge: How Kaplan North America Transformed Student &amp; Customer Support with AI-Powered CX\r\n\r\n\r\nAre you struggling with outdated contact center technology? Wondering how AI can actually deliver real business results \u2014 not just hype?\r\nKaplan North America faced the same challenges. They took the bold step to migrate from on-premises infrastructure to the Genesys Cloud\u2122 platform, and the results speak for themselves: streamlined operations, smarter AI-driven interactions and measurably better customer experiences.\r\n\r\n\r\n\r\nView the on-demand video to learn more.\r\n[cutoff co_thick=\"2px\"]\r\nJoin Bill Boga, Executive Director of Contact Center Strategy &amp; AI Transformation at Kaplan North America, and Michael Logan, Strategic Director of Innovation at Genesys, for an honest conversation about:\r\n\r\n\r\n \tThe real migration story \u2013 Lessons learned, challenges overcome and what Kaplan would do differently\r\n \tAI that actually works \u2013 How Kaplan is using AI capabilities and real-time analytics to optimize every customer journey\r\n \tMeasurable business impact \u2013 The efficiency gains, cost savings and customer satisfaction improvements they're achieving\r\n \tYour roadmap forward \u2013 Practical takeaways you can apply to your own CX transformation\r\n\r\n\r\nView the on-demand video to learn more.\r\n[mktoform form_p_target=\"custom\" cta_button=\"Register and view now\" cms_hold=\"RG\" cid_id=\"701Ht000001x8i2IAA\" url=\"https:\/\/www.genesys.com\/campaign\/customer-reference-forum-full-videos\"]\r\nMeet the speakers\r\n[component_bio_block name=\"Michael Logan\" title=\"Strategic Director of Innovation, Genesys\" photo=\"615596\"][\/component_bio_block][component_bio_block][\/component_bio_block][component_bio_block name=\"Bill Boga\" title=\"Executive Director, Contact Center Strategy &amp; AI Transformation, Kaplan NA\" photo=\"615595\"][\/component_bio_block][component_bio_block][\/component_bio_block][component_bio_block][\/component_bio_block][component_bio_block][\/component_bio_block]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Genesys AI,AI and automation,Digital,Journey Management,Enterprise\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/genesys-journey-management-and-admin-copilot?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Orchestrating experiences: Journey Management and Admin Copilot in action<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOrchestrating experiences: Journey Management and Admin Copilot in action\r\n[webinarschedulesingle]Customer journeys are growing increasingly complex, and organizations need both comprehensive and intelligent tools to manage their environments efficiently. Learn how journey-level intelligence combined with AI-powered administrative support empowers teams to optimize experiences while simplifying day-to-day platform management.\r\n\r\nWatch this session to explore powerful Genesys Cloud Journey Management and Admin Copilot capabilities designed to optimize and simplify your Genesys environment. This session will demonstrate how Journey Flows and intelligent administration tools deliver measurable impact.\r\n\r\nWhy watch?\r\n\r\n \tDiscover how Journey Management provides end-to-end visibility across customer interactions\r\n \tLearn how Journey Flows uncover optimization opportunities\r\n \tSee how Admin Copilot simplifies and accelerates administrative tasks\r\n \tUnderstand how to improve operational efficiency within Genesys\r\n \tGain practical insights to maximize platform performance and outcomes\r\n\r\n[mktoform cta_button=\"Watch now\" cms_hold=\"RG\" cid_id=\"701Ht000001ebpWIAQ\"]\r\nMeet the speakers\r\n\r\nPaul Bennett\r\nAI and Experience Orchestration Director\r\nGenesys\r\n\r\nMaciej Dabrowski \r\nSr Director, Product Management, Copilot Framework\r\nGenesys\r\n\r\nIan Felder \r\nDirector, Journey Management\r\nGenesys\r\n\r\n\u00a0Sam Stern\r\nAI Solution Architect\r\nGenesys\r\n\r\nChris Field\r\nSenior Principal Solution Consultant\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Genesys AI,AI and automation,Digital,Journey Management,Enterprise\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/genesys-speech-and-text-analytics-and-virtual-supervisor?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Turning conversations into insights: Speech and text analytics with Virtual Supervisor<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nTurning conversations into insights: Speech and text analytics with Virtual Supervisor\r\n[webinarschedulesingle]As customer expectations rise and interactions grow more complex, organizations need deeper visibility into every conversation. Discover how Genesys transforms voice and digital interactions into actionable intelligence, improves quality management and fosters a culture of continuous performance improvement across your workforce.\r\n\r\nWatch this session to explore our advanced speech and text analytics functionality alongside our industry-leading Virtual Supervisor capabilities. Our workforce engagement management experts will cover best practices for using sentiment and empathy analysis, topic detection, content search and analytics, and AI scoring and insights.\r\n\r\nWhy watch?\r\n\r\n \tSee how Virtual Supervisor elevates workforce engagement and performance\r\n \tLearn best practices for sentiment and empathy analysis\r\n \tUnderstand how topic detection and content search drive actionable insights\r\n \tDiscover how AI scoring and insights enhance quality assurance\r\n \tWatch a live demo of setting up evaluation forms and AI call scoring\r\n\r\n[mktoform cta_button=\"Watch now\" cms_hold=\"RG\" cid_id=\"701Ht000001ebpRIAQ\"]\r\nMeet the speakers\r\n\r\nPaul Bennett\r\nAI and Experience Orchestration Director\r\nGenesys\r\n\r\nFayestina Lopez\r\nSenior Manager \u2013 AI Architects\r\nGenesys\r\n\r\nKrista King\r\nPrincipal Solutions Consultant\r\nGenesys\r\n\r\nJose Ruiz\r\nProduct Manager - Speech and Text Analytics and Virtual Supervisor\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Genesys AI,AI and automation,Digital,Journey Management,Enterprise\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/genesys-copilot-and-routing?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Genesys Copilot and Routing: Powering the future of AI-driven experiences<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nGenesys Copilot and Routing: Powering the future of AI-driven experiences\r\n[webinarschedulesingle]As AI continues to evolve beyond automation into intelligent orchestration, Genesys is advancing how customer interactions are routed, managed and enhanced in real time.\r\n\r\nDiscover how intelligent routing connects customers to the right resource instantly, while Copilot equips agents with contextual guidance that drives confidence, efficiency and measurable impact.\r\n\r\nBuilding on our prior week\u2019s discussion of Agentic Virtual Agent, this session dives into advanced AI routing capabilities and explores the powerful value-add features of Genesys Agent Copilot.\r\n\r\nWhat you'll walk out with:\r\n\r\n \tUnderstand how advanced AI routing optimizes customer interactions\r\n \tDiscover how Agent Copilot empowers agents with real-time intelligence\r\n \tLearn how AI-driven recommendations improve efficiency and outcomes\r\n \tGet a preview of the Agent Copilot roadmap and future innovations\r\n\r\n[mktoform cta_button=\"Watch now\" cms_hold=\"RG\" cid_id=\"701Ht000001ebpMIAQ\"]\r\nMeet the speakers\r\n\r\nPaul Bennett\r\nAI and Experience Orchestration Director\r\nGenesys\r\n\r\nMark Strong\r\nSolutions Consultant\r\nGenesys\r\n\r\nLeor Grebler\r\nPrincipal Product Manager, Agent Copilot\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Genesys AI,AI and automation,Digital,Journey Management,Enterprise\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/introducing-agentic-virtual-agents?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Introducing Agentic Virtual Agents: The next evolution of AI at Genesys<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nIntroducing Agentic Virtual Agents: The next evolution of AI at Genesys\r\n[webinarschedulesingle]Organizations are moving beyond traditional automation toward more intelligent, autonomous systems. Genesys is leading the way with an agentic-first strategy designed to deliver greater adaptability, personalization and business impact. Genesys Cloud\u2122 Agentic Virtual Agents marks a pivotal moment in the evolution of AI-powered customer experience.\r\n\r\nWatch this session and discover our distinctive approach to building AI solutions in the age of agentic AI. We'll introduce our latest innovation, Agentic Virtual Agents, including a live demonstration and guided walkthrough of how easy it is to configure and deploy.\r\n\r\nWhy watch?\r\n\r\n \tLearn how Genesys is redefining AI with an agentic-first approach\r\n \tExplore how autonomous AI agents can elevate customer experiences\r\n \tGain insight into practical use cases you can apply immediately\r\n \tSee a live demonstration of Agentic Virtual Agents in action\r\n\r\n[mktoform cta_button=\"Watch now\" cms_hold=\"RG\" cid_id=\"701Ht000001ebpHIAQ\"]\r\nMeet the speakers\r\n\r\nPaul Bennett\r\nAI and Experience Orchestration Director\r\nGenesys\r\n\r\nMitch Mason\r\nPrincipal Product Manager, Virtual Agent\r\nGenesys\r\n\r\nLars Mickelsen\r\n\u00a0Principal Solution Consultant\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Video,Improve customer experience,Improve employee experience,Level up your technology,Improve customer experience,Improve employee experience,Level up your technology,Genesys Cloud,genesys cloud cx,AI and automation,Integrations,Enterprise,Financial,Healthcare,Industrial,Public,Retail,Technology\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/how-emory-healthcare-is-transforming-patient-access?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">How Emory Healthcare is transforming patient access<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nON-DEMAND WEBINAR\r\n\r\nHow Emory Healthcare is redefining patient access \u2014 and elevating every experience\r\nDiscover how\u00a0the\u00a0Emory\u00a0patient\u00a0access team improved efficiency, reduced wait times and empowered staff through AI-driven automation and a seamless\u00a0integration with Genesys and Epic[mktoform cta_button=\"Watch now\" cta_header=\"Watch now\" cms_hold=\"RG\" cid_id=\"701Ht000001CVUrIAO\"]When Emory Healthcare realized that long wait times and fragmented communication were limiting patient experience, they reimagined what access could be. Project EDGE was born \u2014 a bold initiative that united the Genesys Cloud\u2122 platform and Epic to deliver more seamless patient experiences and equip staff with the right tools to deliver care faster.\r\n\r\nWatch the webinar to get a firsthand look at the\u00a0model\u00a0Emory Healthcare\u00a0has\u00a0for digital-first, human-centered access.\u00a0\r\nThis session is for leaders who want to:\r\n\r\nImprove patient access and satisfaction\r\n\r\nFuture-proof their contact center operations\r\n\r\nEnable digital-first engagement without losing the human touch\r\n\r\nLearn real-world lessons from an early Epic\u00a0and\u00a0Genesys integration pioneer\r\n\r\nMeet the Speakers\r\n[component_bio_block name=\"Elizabeth Woodcock\" title=\"Founder, Patient Access Collaborative\" photo=\"552470\"][\/component_bio_block][component_bio_block name=\"Elizabeth Johnson\" title=\"Vice President, Patient Access Contact Centers, Emory Healthcare\" photo=\"614165\"][\/component_bio_block][component_bio_block name=\"Tara Mahoney\" title=\"VP, Global Healthcare Practice, Genesys\" photo=\"598958\"][\/component_bio_block]* Epic is a registered trademark of Epic Systems Corporation.<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Video,Improve customer experience,Improve employee experience,Level up your technology,Improve customer experience,Improve employee experience,Level up your technology,Genesys Cloud,genesys cloud cx,AI and automation,Integrations,Enterprise,Financial,Healthcare,Industrial,Public,Retail,Technology\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/shaping-the-future-of-customer-and-employee-experiences?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Shaping the future of customer and employee experiences<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nON-DEMAND WEBINAR\r\n\r\nWhat\u2019s shaping the future of customer and employee experiences\r\nJoin CX leaders from Accenture, ServiceNow and Genesys as they unpack key trends transforming customer and employee experiences.[mktoform cta_button=\"Watch now\" cta_header=\"Watch now\" cms_hold=\"RG\" cid_id=\"701Ht000001x8HGIAY\"]Today\u2019s customers expect experiences that are effortless, intelligent and human \u2014 across every touchpoint. 82% of surveyed consumers say a company is only as good as its service. Organizations must rethink how they connect people, data and technology to deliver consistent, meaningful interactions.\r\n\r\nJoin leaders from Accenture, ServiceNow and Genesys to explore the trends reshaping customer and employee experiences. Discover how leading companies are turning service into strategy, scaling AI responsibly and using experience orchestration to create moments that drive trust, loyalty and growth.\r\nDuring the session, you\u2019ll learn:\r\n\r\nHow to build customer loyalty through unified operations\r\n\r\nWhat\u2019s next for CX \u2014 from agentic AI to experience orchestration and unified partnerships\r\n\r\nHow a proactive strategy and connected data turn AI into a true customer experience (CX) advantage\r\n\r\nMeet the Speakers\r\n[component_bio_block name=\"Greg Thomas\" title=\"Senior Director, Thought Leadership, Genesys\" photo=\"610006\"][\/component_bio_block][component_bio_block name=\"Gino Sferra\" title=\"Accenture ServiceNow Business Group Customer &amp; Industry Lead \u2013 Global\" photo=\"610007\"][\/component_bio_block][component_bio_block name=\"Navya Pandiri\" title=\"Product Director, ServiceNow\" photo=\"610008\"][\/component_bio_block]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/customer-reference-forum-rabobank?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Customer Reference Forum &#8211; Rabobank<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nAccelerating AI transformation at Rabobank\r\n\r\n\r\nBy moving to Genesys Cloud CX 4 \u2014 the newest and most advanced release of the Genesys Cloud CX platform \u2014 Rabobank is unlocking a powerful new wave of AI capabilities that will further elevate their digital banking experience.\r\nRegister to view on-demand.[cutoff co_thick=\"2px\"]\r\n\r\n\r\nIn this conversation with Thom Kokhuis, Senior Vice President for Conversational and GenAI and CRM\u00a0and Mike Szilagyi, General Manager for Genesys Cloud\u00a0we\u2019ll discuss how Rabobank is:\r\n\r\n\r\n\r\n \tAccelerating its AI strategy with CX4\r\n \tDelivering GenAI-driven conversational banking\r\n \t\r\nDriving automation, quality, and consistency to elevate experiences\r\n\r\n\r\nView the on-demand video to learn more.\r\n[mktoform form_p_target=\"custom\" cta_button=\"Register and view now\" cms_hold=\"RG\" cid_id=\"701Ht000001x89MIAQ\" url=\"https:\/\/www.genesys.com\/campaign\/customer-reference-forum-full-videos\"]\r\nMeet the speakers\r\n[component_bio_block name=\"Claire Beatty\" title=\"Senior Director of Customer Advocacy, Genesys\" photo=\"604469\"][\/component_bio_block][component_bio_block][\/component_bio_block][component_bio_block name=\"Thom Kokhuis\" title=\"Senior Vice President for Conversational and GenAI and CRM, Rabobank\" photo=\"607120\"][\/component_bio_block][component_bio_block][\/component_bio_block][component_bio_block name=\"Mike Szilagyi\" title=\"General Manager, Genesys\" photo=\"607247\"][\/component_bio_block][component_bio_block][\/component_bio_block]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Video,Improve customer experience,Improve employee experience,Grow your business,Level up your technology,Genesys AI,Genesys Cloud,genesys cloud cx,Enterprise,Midsized,SMB,Financial,Healthcare,Industrial,Public,Retail,Technology\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/five-trends-reshaping-customer-experience-in-2026?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Five trends reshaping customer experience in 2026<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nWEBINAR\r\n\r\nFive trends reshaping customer experience in 2026\r\n\r\nWhat\u2019s next for experience leaders\r\n[cutoff co_thick=\"2px\"][webinarschedule][webinarschedulesingle]AI. Trust. Empathy. The new foundations of experience.\u00a0\r\n\r\nIn 2026, there will be a fundamental shift in how customer experience creates value. The organizations that thrive won't just adopt new technology \u2014 they'll reimagine what's possible when experience becomes the primary competitive differentiator.\r\n\r\nJoin industry experts and CX pioneers as they decode five patterns transforming customer experience:\r\n\r\n \tHow experience itself has become the biggest organizational differentiator\r\n \tHow agentic AI is orchestrating experiences, not just automating tasks\r\n \tWhy trust and transparency are now competitive advantages\r\n \tHow to build a human-AI workforce that delivers empathy at scale\r\n \tHow measurement and metrics are evolving in the experience era\r\n\r\nThis isn't another trends update. It's your strategic roadmap for competing in an experience-first economy.[mktoform cta_button=\"Watch now\" cms_hold=\"RG\" cid_id=\"701Ht000001CVDbIAO\"]\r\nSpeaker Name\r\nSpeaker Title LIne 1\r\nSpeaker Title Line 2\r\nSpeaker Company\r\n\r\nSpeaker Name\r\nSpeaker Title LIne 1\r\nSpeaker Title Line 2\r\nSpeaker Company\r\n\r\nSpeaker Name\r\nSpeaker Title LIne 1\r\nSpeaker Title Line 2\r\nSpeaker Company\r\n\r\nSpeaker Name\r\nSpeaker Title LIne 1\r\nSpeaker Title Line 2\r\nSpeaker Company\r\n\r\nMeet the Speakers\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/customer-reference-forum-bcd-travel?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Customer Reference Forum &#8211; BCD Travel<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nDelivering smarter journeys at scale with Genesys Cloud\r\n\r\nBCD transformed its customer experience by centralizing operations and moving to Genesys Cloud\u2122, enabling faster, more cost-efficient, and personalized interactions for travelers worldwide.\r\n\r\nThis interactive session will highlight how travelers already benefit from shorter calls and automatic transfers to their preferred agents, and BCD has gained internal momentum for the next wave of innovation.Register to view on-demand.[cutoff co_thick=\"2px\"]Join us for a live reference forum with Christina Bell, Vice President of Contact Center Operations, to learn how BCD Travel uses Genesys Cloud to:\r\n\r\n \tImprove the traveler experience\r\n \tStreamline activities at key touchpoints using automation\r\n \tEmpower employees to leverage their expertise in the travel space with workforce engagement management tools\r\n\r\n\r\nView the on-demand video to learn more.\r\n[mktoform form_p_target=\"custom\" cta_button=\"Register and view now\" cms_hold=\"RG\" cid_id=\"701Ht000001CVW9IAO\" url=\"https:\/\/www.genesys.com\/campaign\/customer-reference-forum-full-videos\"]\r\nMeet the speakers\r\n[component_bio_block name=\"Claire Beatty\" title=\"Senior Director of Customer Advocacy, Genesys\" photo=\"604469\"][\/component_bio_block][component_bio_block][\/component_bio_block][component_bio_block name=\"Christina Bell\" title=\"Vice President of Contact Center Operations, BCD Travel\" photo=\"604467\"][\/component_bio_block][component_bio_block][\/component_bio_block]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Video,Level up your technology,Level up your technology,Genesys Cloud,genesys cloud cx,Security and availability,Enterprise,Financial,Healthcare,Industrial,Public,Retail,Technology\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/building-resilient-cx-operations-with-genesys-cloud?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Building Resilient CX Operations with Genesys Cloud<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nLIVE WEBINAR\r\n\r\nBuilding Resilient CX Operations with Genesys Cloud\r\nDiscover how proactive business continuity planning strengthens reliability and keeps CX operations running through periods of disruption.[mktoform cta_button=\"Watch now\" cta_header=\"Watch now\" cms_hold=\"RG\" cid_id=\"701Ht000001CVJFIA4\"]When systems go down, customers lose patience \u2014 and your brand\u2019s reputation can hang in the balance. Whether it\u2019s a regional disruption or an internal failure, business continuity isn\u2019t optional \u2014 it\u2019s essential.\r\n\r\nJoin experts and industry leaders for a candid discussion on how to build true operational resilience with CX cloud solutions\u2014 so your customer experiences stay consistent, no matter what happens.\r\n\r\nHave a specific scenario that was not covered during the session? Email your questions to OnlineEvents@genesys.com and our experts will follow up with tailored guidance.\r\nDuring this live session, you\u2019ll learn:\r\n\r\nHow Genesys CloudTM solutions are architected for high availability\r\n\r\nPractical strategies for strengthening resilience with Genesys Cloud solution business continuity options\r\n\r\nGet answers to your real-world \u201cwhat if\u201d scenarios in our live Q&amp;A\r\n\r\nMeet the Speakers\r\n[component_bio_block name=\"Donald Huovinen\" title=\"VP, Commercial Operations, Genesys\" photo=\"600558\"][\/component_bio_block][component_bio_block name=\"Jeff Wise\" title=\"VP, Product Management, Genesys\" photo=\"600555\"][\/component_bio_block][component_bio_block name=\"Ian Greene\" title=\"Enterprise Architect, Genesys\" photo=\"600556\"][\/component_bio_block][component_bio_block name=\"Brad Bernero\" title=\"Consulting Director, Professional Services, Genesys\" photo=\"600557\"][\/component_bio_block]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Video,Level up your technology,Improve customer experience,AI and automation,Analytics and reporting,Digital,Inbound,Integrations,Enterprise,Midsized,SMB,Healthcare\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/tech-doesnt-transform-healthcare-workflows-do-technology-helps-power-them?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Tech doesn\u2019t transform healthcare \u2014 workflows do. Technology helps power them.<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand webinar\r\n\r\nTech doesn\u2019t transform healthcare \u2014 workflows do\r\nDiscover how healthcare leaders are breaking down barriers to care with smarter workflows, an integrated tech stack and a patient-first approach.[cutoff co_thick=\"2px\"]Patients expect care to be timely, simple and connected, but friction in access affects both patients and care teams. In this on-demand webinar, Genesys healthcare executive Tara Mahoney and industry leader Elizabeth Woodcock explore how Health CX, integrated with Epic, is transforming patient experiences. Learn why precision access is as essential as precision medicine, and how rethinking workflows helps build loyalty and improve outcomes.\u00a0\r\n\r\nGain insights into:\u00a0\r\n\r\n \tThe most pressing patient access challenges\u00a0\r\n\r\n\r\n \tHow to design the ideal patient experience\u00a0\r\n\r\n\r\n \tThe importance of a unified tech stack\u00a0\r\n\r\nWatch the webinar now to discover how to reduce friction in care with connected technology.[mktoform cta_button=\"Watch now\" cms_hold=\"RG\" cid_id=\"701Ht000001CUi4IAG\"]\r\nMeet the Speakers\r\n\r\nTara Mahoney\r\nVP, Global Healthcare Practice\r\nGenesys\r\n\r\nElizabeth Woodcock\r\nFounder\r\nPatient Access Collaborative\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Analyst,Best Practice,Improve employee experience,Genesys AI,AI and automation,Enterprise,Midsized,SMB\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/transforming-every-experience-with-ai?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Analyst Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Transforming every experience with AI<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand\r\n\r\nTransforming every experience with AI\r\nAssess your CX maturity, unlock business value and orchestrate superior experiences\r\n[cutoff co_thick=\"2px\"]Customer experience (CX) has become vital to competitive advantage. Yet, many organizations still struggle to move beyond fragmented automation or siloed channel improvements, leaving significant value on the table.\r\n\r\nIn this exclusive webinar, Genesys Senior Vice President of Strategy Peter Graf and Omdia Principal Analyst Mila D'Antonio will introduce the Levels of Experience Orchestration maturity framework: a proven model to assess your AI readiness and accelerate your CX transformation. You\u2019ll discover how leading enterprises are evolving from basic automation to intelligent orchestration, using AI, predictive insights and journey management to help reduce costs, drive personalization at scale and unlock new business value \u2014 all while increasing loyalty.\r\n\r\nAttendees will walk away with:\r\n\r\n \tHow AI can create business value at every level \u2014 from simple automation to full journey orchestration\r\n \tTheir current position within the Levels of Experience Orchestration framework\r\n \tThe key capabilities, processes and mindsets required to progress through each level\r\n \tActionable ways to translate AI potential into measurable business impact\r\n\r\n[mktoform cta_button=\"Watch now\" form_reach=\"noreach\" cta_header=\"Watch now\" cid_id=\"701Ht000001CV53IAG\"]\r\n\r\n\r\n\r\nWho should attend:\u00a0This webinar is ideal for contact center leaders, customer service managers, business executives and anyone interested in leveraging AI to enhance their customer experience capabilities.\r\nMeet the speakers\r\n\r\nGreg Thomas\r\nSr. Director Thought Leadership\r\nGenesys\r\n\r\nPeter Graf\r\nSr. VP of Strategy\r\nGenesys\r\n\r\nMila D'Antonio\u200b \r\nPrincipal Analyst, Customer\r\nEngagement Intelligent Service\r\nOmdia\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Genesys AI,AI and automation,Digital,Journey Management,Enterprise\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/beyond-bots-the-new-era-of-conversational-ai?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Beyond bots: The new era of conversational AI<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nBeyond bots: The new era of conversational AI\r\n[webinarschedulesingle]\r\nConversational AI is transforming fast\u2014from scripted bots to intelligent, agentic systems that reason, learn, and act.\r\nIn this session, you'll discover how to use next-generation AI to elevate customer and employee experiences. We\u2019ll explore how AI is moving beyond automation to become a true business partner\u2014one that understands intent, collaborates with people, and completes complex tasks from start to finish.\r\nGain insights such as:\u00a0\r\n\r\n \tBenchmarking your AI maturity and uncover the next steps to advance your strategy.\r\n \tLearning how to select AI solutions that deliver measurable ROI and business value.\r\n \tExploring proven frameworks for governance, risk management, and human oversight to scale AI responsibly.\r\n\r\n[mktoform cta_button=\"Watch now\" cms_hold=\"RG\" cid_id=\"701Ht000001CV7TIAW\"]\r\nMeet the speakers\r\n\r\nJames Walford\u00a0\r\nAI Innovations Director\r\nGenesys\r\n\r\nTrevor Oakes\r\nPrincipal Solution Consultant\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Genesys AI,AI and automation,Digital,Security and availability,Enterprise\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/agentic-ai-in-action-building-trusted-compliant-cx-systems?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Agentic AI in action: Building trusted, compliant CX systems<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nAgentic AI in action: Building trusted, compliant CX systems\r\n[webinarschedulesingle]Agentic AI isn\u2019t about full autonomy\u2014it\u2019s about calibrated autonomy: applying the right level of intelligence to each task while maintaining security, compliance, and control.\r\n\r\nJoin us to see how these principles come to life in real-world customer experience (CX) environments. You\u2019ll learn how to design AI systems that balance automation with human oversight\u2014combining reasoning, governance, and transparency so every action remains explainable, traceable, and trusted.\r\n\r\nLearn how to:\r\n\r\n \tApply calibrated autonomy to match intelligence levels with each task\u2014without compromising on security or compliance.\r\n \tDesign agentic workflows that blend deterministic automation with retrieval-augmented generation (RAG) for safe, controlled execution.\r\n \tImplement zero-trust principles to enhance data protection and operational resilience.\r\n \tAutomate compliance at scale using policy-as-code guardrails for consent, data residency, and retention.\r\n\r\n[mktoform cta_button=\"Watch now\" cms_hold=\"RG\" cid_id=\"701Ht000001CV7YIAW\"]\r\nMeet the speakers\r\n\r\nJames Walford\u00a0\r\nAI Innovations Director\r\nGenesys\r\n\r\nTrevor Oakes\r\nPrincipal Solution Consultant\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Customer,Video,Improve customer experience,Level up your technology,Improve customer experience,Level up your technology,Genesys Cloud,genesys cloud cx,AI and automation,Enterprise,Financial,Healthcare,Industrial,Public,Retail,Technology\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/how-a-unified-customer-view-helped-aia-new-zealand-level-up-service?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">How a unified customer view helped AIA New Zealand level up service<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand webinar\r\n\r\nHow a unified customer view helped AIA New Zealand level up service\r\nDiscover how AIA New Zealand improved average case handling times, boosted customer satisfaction and enabled real-time reporting \u2014 all through the power of a fully integrated CX and CRM platform.[mktoform cta_button=\"Watch now\" cta_header=\"Watch now\" cms_hold=\"RG\" cid_id=\"701Ht000001CUQOIA4\"]97% of consumers say it\u2019s important to move across channels without repeating themselves \u2014 yet 84% of CX leaders still struggle to deliver connected, omnichannel experiences due to fragmented systems and siloed data, according to \u201cThe State of Customer Experience\u201d report from Genesys.\r\n\r\nTo meet these rising expectations, your agents need a unified view that brings together CRM, Contact Center as a Service, AI and workforce management in one intelligent workspace.\r\n\r\nJoin AIA New Zealand CIO Luke Longney, Kytec CEO David Okulicz, Salesforce RVP Hannah Brown and Genesys VP Kyle Kuntz as they share how an integrated customer experience and CRM platform empowered AIA to elevate its service delivery \u2014 fast and without disruption.\r\nWatch now and walk away with:\r\n\r\nProven strategies to future-proof your contact center and scale with agility\r\n\r\nA blueprint for unified service delivery that eliminates data silos and improves agent performance\r\n\r\n3 benefits of integrating your contact center and CRM technologies\r\n\r\nMeet the Speakers\r\n[component_bio_block name=\"Kyle Kuntz\" title=\"VP, Global Tech Partnerships, Genesys\" photo=\"591026\"][\/component_bio_block][component_bio_block name=\"Luke Longney\" title=\"CIO, AIA New Zealand\" photo=\"591027\"][\/component_bio_block][component_bio_block name=\"David Okulicz\" title=\"Kytec, CEO\" photo=\"591024\"][\/component_bio_block][component_bio_block name=\"Hannah Brown\" title=\"Salesforce, RVP, Strategic Partnerships\" photo=\"591025\"][\/component_bio_block]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/customer-reference-forum-sdmi?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Customer Reference Forum &#8211; SDMI<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nDriving Quality and Operational Excellence in Healthcare\r\n\r\nSDMI uses Genesys Cloud and AI to plan patient journeys and improve healthcare outcomes. This interactive session will highlight strategies to meet key quality and operational measures while enhancing the patient experience and keeping employees engaged.Register to view on-demand.[cutoff co_thick=\"2px\"]Join us for a live reference forum with Rachel Papka, Chief Innovation Officer, to learn how Steinberg Diagnostics Medical Imaging (SDMI) uses Genesys Cloud and AI to:\r\n\r\n \tPlan patient journeys and improve healthcare outcomes\r\n \tMeet key quality and operational measures while enhancing the patient experience\r\n \tKeeping employees engaged and elevate the employee experience\r\n\r\n\r\nView the on-demand video to learn more.\r\n[mktoform form_p_target=\"custom\" cta_button=\"Register and view now\" cms_hold=\"RG\" cid_id=\"701Ht000001CV0mIAG\" url=\"https:\/\/www.genesys.com\/campaign\/customer-reference-forum-full-videos\"]\r\nMeet the speakers\r\n[component_bio_block name=\"Tara Mahoney\" title=\"Vice President Global Healthcare Industry Practice, Genesys\" photo=\"594294\"][\/component_bio_block][component_bio_block name=\"Susan DeVito\" title=\"Senior Industry Executive - Healthcare, Genesys\" photo=\"594296\"][\/component_bio_block][component_bio_block name=\"Rachel Papka\" title=\"Chief Innovation Officer, SDMI\" photo=\"594299\"][\/component_bio_block][component_bio_block][\/component_bio_block]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Genesys AI,AI and automation,Digital,Journey Management,Enterprise,Public\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/ai-studio-guides?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">AI Studio guides<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nSummer series\r\n\r\nAI Studio guides\r\n[webinarschedulesingle]A discussion about how states can offer an agentic experience and level up their virtual agents.\r\n\r\nWhy watch?\r\n\r\n\r\nDefining Genesys Agentic AI: Purpose-built for real-world public service\u00a0\r\n\r\n\r\n\r\n\r\nClarify what Agentic AI truly means in the context of Genesys\r\n\r\n\r\n\r\n\r\nEnable citizen-centric services without technical barriers\u00a0\r\n\r\n\r\n\r\n\r\nExplore how public sector teams can use Genesys AI Studio\u2019s no-code tools to build and deploy virtual agents\u2014empowering departments like DMV or Social Services to improve access for all citizens, including underserved populations.\r\n\r\n\r\n\r\n\r\nStreamline government services with reusable AI workflows\u00a0\r\n\r\n\r\n\r\n\r\nAI Guides allow agencies to create standardized, reusable workflows that can be deployed across multiple departments\u2014such as unemployment assistance, benefits eligibility, or permit processing\u2014ensuring consistency, reducing duplication, and accelerating service delivery.\r\n\r\n\r\n\r\n\r\nBuilding trust and scaling responsively with context-aware AI\u00a0\r\n\r\n\r\n\r\n\r\nWe\u2019ll explore how Genesys Agentic AI ensures consistent, policy-aligned responses by leveraging prior conversations\u2014supporting transparency, auditability, and public trust\u2014while also demonstrating how these capabilities scale securely to meet rising citizen demand during emergencies, seasonal surges, or new policy rollouts.\r\n\r\n\r\n\r\n\r\nPutting it all together\u00a0\r\n\r\n\r\n\r\n\r\nWe\u2019ll conclude with a live demonstration that brings together everything we\u2019ve covered\u2014showing how a public sector team can design, deploy, and scale a Genesys Agentic AI solution to deliver real-time, policy-compliant citizen services.\r\n\r\n\r\n[mktoform cta_button=\"Watch now\" cms_hold=\"RG\" cid_id=\"701Ht000001CTzSIAW\"]\r\nMeet the speakers\r\n\r\nKyle Edwards\r\nSenior Solution Consultant\r\nGenesys\r\n\r\nIvory Dugar\r\nSolution Consulting Expert\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Genesys AI,AI and automation,Journey Management,Enterprise,Healthcare,Public\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/insurance-elevating-trust-and-efficiency-through-the-claims-journey-with-ai?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Insurance: Elevating trust and efficiency through the claims journey with AI<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nLive webinar\r\n\r\nElevating trust and efficiency through the claims journey with AI\r\n[webinarschedulesingle]From First Notice of Loss (FNOL) to final settlement, AI is revolutionizing how insurers operate\u2014boosting both trust and efficiency across the claims lifecycle. Whether you're in operations, customer experience, or innovation, this session will equip you with actionable insights to optimize your claims process.\u00a0\r\n\r\n\u00a0Join us for an exclusive session on transforming the claims experience with AI.\u00a0\r\n\r\nWhy watch?\u00a0\r\n\r\n \tStreamline FNOL and claims adjustment: Discover how AI is reshaping initial loss reporting and streamlining claims assessment for faster, more accurate resolutions.\u00a0\r\n\r\n\r\n \tReduce frontline effort: Learn how automation and AI-driven insights are minimizing workload for claims teams while improving claimant satisfaction.\u00a0\r\n\r\n\r\n \tScale with Agent AI during demand surges: See real-world examples of insurers leveraging Agent AI to handle peak periods efficiently without sacrificing service quality.\u00a0\r\n\r\n[mktoform cta_button=\"Watch now\" cms_hold=\"RG\" cid_id=\"701Ht000001CUeHIAW\"]\r\nMeet the speakers\r\n\r\nTony Alonzo\r\nInsurance Lead, North America\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Genesys AI,AI and automation,Journey Management,Enterprise,Healthcare,Public\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/ai-in-financial-services-driving-secure-smart-interactions?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">AI in financial services: Driving secure, smart interactions<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nLive webinar\r\n\r\nAI in financial services: Driving secure, smart interactions\r\n[webinarschedulesingle]Customer expectations are rising\u2014and so are the stakes. Join experts from Pindrop and Genesys to uncover how financial institutions are using AI to create smarter, more compliant, and customer-centric experiences across the entire financial journey.\u00a0\r\n\r\nWhy watch?\u00a0\r\n\r\n \tStreamline core banking processes: Discover how AI improves efficiency and personalization across critical moments like onboarding, loan servicing, and customer retention.\u00a0\r\n \tBoost efficiency and satisfaction: Learn how leading FINS organizations are increasing flexibility, improving outcomes, and elevating customer satisfaction through intelligent automation\r\n \tEnhance compliance and fraud detection: See how Agent AI helps financial institutions proactively support regulatory compliance and identify suspicious activity in real-time.\u00a0\r\n\r\n[mktoform cta_button=\"Watch now\" cms_hold=\"RG\" cid_id=\"701Ht000001CUeCIAW\"]\r\nMeet the speakers\r\n\r\nDavid Porter\r\nVice President, Global Financial Services Industry Practice\r\nGenesys\r\n\r\nAmit Gupta\r\nVice President of Product Management\r\nPindrop\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Genesys AI,AI and automation,Digital,Journey Management,Enterprise,Public\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/predictive-engagement-and-predictive-routing?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Predictive Engagement and Predictive Routing<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nSummer series\r\n\r\nPredictive Engagement and Predictive Routing\r\n[webinarschedulesingle]Explore Genesys Predictive Engagement and Genesys Predictive Routing, two powerful AI-driven tools that enhance customer experiences and agent efficiency.\r\n\r\nWhy watch?\r\n\r\n \tDiscover how to proactively engage customers at the right moment.\r\n \tExplore agent and customer matching.\r\n \tProvide personalized and optimized experiences\r\n\r\n[mktoform cta_button=\"Watch now\" cms_hold=\"RG\" cid_id=\"701Ht000001CTzDIAW\"]\r\nMeet the speakers\r\n\r\nKyle Edwards\r\nSenior Solution Consultant\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Customer,Video,Improve customer experience,Level up your technology,Improve customer experience,Level up your technology,Genesys Cloud,genesys cloud cx,AI and automation,Enterprise,Financial,Healthcare,Industrial,Public,Retail,Technology\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/rewiring-healthcare-workflows-with-agentic-blueprints?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Rewiring healthcare workflows with agentic blueprints<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand webinar\r\n\r\nRewiring healthcare workflows with agentic blueprints\r\nDiscover key strategies to help transform AI from concept to care across every step of the patient journey[mktoform cta_button=\"Watch now\" cta_header=\"Watch now\" cms_hold=\"RG\" cid_id=\"701Ht000001CULOIA4\"]AI is everywhere, but for many organizations, adoption is stuck in neutral. According to research by Concentrix, only 13% of AI pilots scale \u2014 and customers interacting with AI bots score satisfaction 44 points lower compared to interactions with humans.\r\n\r\nDiscover how agentic AI can help move your healthcare enterprise beyond siloed automation to more intelligent, coordinated systems of care, unifying insights, driving efficiencies and pinpointing optimal outreach moments. Unlike traditional bots, agentic AI can seamlessly integrate with human interactions to deliver more personalized, empathetic support that elevates patient satisfaction and trust. \r\nWatch the session now and gain insights on:\r\n\r\nHow healthcare organizations are integrating AI to elevate care delivery and support staff\r\n\r\nWhat it means to prepare for agentic AI \u2014 and the prerequisites to get it right\r\n\r\nHow AI is being applied today to enhance agentic workflows in healthcare\r\n\r\nMeet the Speakers\r\n[component_bio_block name=\"Jeff Cram\" title=\"Healthcare Sector Lead, Concentrix\" photo=\"586428\"][\/component_bio_block][component_bio_block name=\"Tara Mahoney\" title=\"VP Global Healthcare, Genesys\" photo=\"586427\"][\/component_bio_block]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Genesys AI,AI and automation,Journey Management,Enterprise,Public\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/ai-trials-tokens-and-what-they-offer?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">AI trials, tokens and what they offer<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nSummer series\r\n\r\nAI trials, tokens and what they offer\r\n[webinarschedulesingle]Review AI Experience Tokens \u2013 the new way to flexibly consume Genesys Cloud AI features.\r\n\r\nWhy attend?\r\n\r\n \tExplore concepts like feature availability, token consumption, and usage calculation.\r\n \tLearn how to access your organization\u2019s free token allocation.\r\n \tMake an informed choice about investing in AI for contact centers\r\n\r\n[mktoform cta_button=\"Watch now\" cms_hold=\"RG\" cid_id=\"701Ht000001CTz8IAG\"]\r\nMeet the speakers\r\n\r\nAdam Mautz\r\nPrincipal Solution Consultant\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Video,Improve customer experience,Improve employee experience,Level up your technology,Improve customer experience,Improve employee experience,Level up your technology,Genesys AI,Genesys Cloud,genesys cloud cx,AI and automation,Enterprise,Midsized,SMB,Financial,Healthcare,Industrial,Public,Retail,Technology\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/orchestrating-the-future-of-cx-with-ai-and-agents?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Empathy Engines: Orchestrating the future of CX with AI and agents<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand webinar\r\n\r\nEmpathy engines: Orchestrating the future of CX with AI and agent\r\n[mktoform cta_button=\"Watch now\" cta_header=\"Watch now\" cms_hold=\"RG\" cid_id=\"701Ht000001CULJIA4\"]With rising customer expectations, there is increasing pressure to deliver faster, more personalized service supported by empathy. Join us to discover how artificial intelligence (AI) tools can help brands meet the demands of the experience economy. In this webinar, you\u2019ll learn how to transform those demands into opportunities for increased efficiency and deeper customer loyalty. See how combining empathy with the precision and scale of AI can make this possible.\r\nGain insights on:\r\n\r\nLeveraging agentic AI can help set the stage for the next evolution in customer engagement.\r\n\r\nAI-driven agents can use real-time insights and automation to deliver seamless, human-centric service across every touchpoint.\r\n\r\nAI tools can unlock measurable business outcomes, such as operational efficiency and customer loyalty.\r\n\r\nMeet the speakers\r\n[component_bio_block photo=\"587616\" name=\"Matthew Saskin\" title=\"Vice President, Commercial Operations, Digital and AI, Genesys\"][\/component_bio_block][component_bio_block photo=\"587617\" name=\"Nicholas Smith\" title=\"Director of Digital and AI, Professional Services, Genesys\"][\/component_bio_block]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Video,Improve customer experience,Level up your technology,Level up your technology,Genesys AI,Genesys Cloud,genesys cloud cx,AI and automation,Enterprise,Midsized,SMB,Financial,Healthcare,Industrial,Public,Retail,Technology\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/agentic-ai-real-perspectives-from-consumers-cx-and-it-leaders?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Agentic AI: Real perspectives from consumers, CX and IT leaders<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand webinar\r\n\r\nAgentic AI: What consumers, CX and IT leaders said about the new technology\r\nUncover insights from the 4,000 consumers and 1,600 CX and IT leaders we surveyed about agentic AI[mktoform cta_button=\"Watch now\" cta_header=\"Watch now\" cms_hold=\"RG\" cid_id=\"701Ht000001CUK6IAO\"]\r\nExplore the future of customer experience (CX) with insights from global consumers and CX and IT leaders\r\nDiscover what consumers want most out of their customer experiences, how agentic AI can transform CX strategies and why clear governance is critical for responsible AI adoption. These insights are drawn from a global survey of 4,000 consumers and 1,600 CX leaders, revealing compelling trends and critical insights shaping the future of agentic AI.\r\nGain insights on:\r\n\r\nWhat agentic AI is and why it matters\u00a0\r\n\r\nHow to address key consumer and business concerns\r\n\r\nPractical steps to deploy agentic AI safely using built-in guardrails\r\n\r\nMeet the speakers\r\n[component_bio_block photo=\"587221\" name=\"Rahul Garg\" title=\"Vice President, Products, AI and Self-service, Genesys\"][\/component_bio_block][component_bio_block photo=\"520822\" name=\"Greg Thomas\" title=\"Senior Director, Thought Leadership, Genesys\"][\/component_bio_block]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Genesys AI,AI and automation,Journey Management,Enterprise,Healthcare,Public\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/enhancing-the-patient-experience-with-genesys-ai-practical-applications-for-healthcare?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Enhancing the patient experience with Genesys AI: Practical applications for healthcare<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nSummer series\r\n\r\nEnhancing the patient experience with Genesys AI: Practical applications for healthcare\r\n[webinarschedulesingle]Learn how Agentic AI by Genesys can enhance the Patient Experience in Academic Medical Centers to streamline each phase of the patient care journey while also strengthening key capabilities and measures around Revenue Operations, Patient Satisfaction, and Health Outcomes.\r\n\r\nWhy watch?\r\n\r\n \tHow automation and self-service empower patient engagement, closes care gaps, increases retention, and earns satisfaction.\r\n \tStreamline the flow of data securely through each phase of the patient journey from intake to discharge and beyond.\r\n \tAmplify agent productivity with post-call automation and integrations into critical EHR platforms.\r\n\r\n[mktoform cta_button=\"Watch now\" cms_hold=\"RG\" cid_id=\"701Ht000001CTyyIAG\"]\r\nMeet the speakers\r\n\r\nJulie Kim\r\nPrincipal Solution Consultant\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Genesys AI,AI and automation,Journey Management,Public\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/genesys-clouds-ai-powered-virtual-agents-augmenting-self-service?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Genesys Cloud\u2019s AI-powered Virtual Agents: Augmenting self service<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nSummer series\r\n\r\nGenesys Cloud\u2019s AI-powered Virtual Agents: Augmenting self service\r\n[webinarschedulesingle]Join us to learn about enhancing self-service with Genesys Cloud\u2019s AI-powered Virtual Agents.\r\n\r\nWhy attend?\r\n\r\n \tDiscover how AI can deliver exceptional experiences for citizens.\r\n \tProvide self-service options without demanding time or attention from your personnel.\r\n \tOffer self-service options 24\/7 so live agents can focus on more complex issues.\r\n\r\n[mktoform cta_button=\"Watch now\" cms_hold=\"RG\" cid_id=\"701Ht000001CTytIAG\"]\r\nMeet the speakers\r\n\r\nRyan Ondik\r\nSr. Solution Consultant - Public Sector\r\nGenesys\r\n\r\nKyle Edwards\r\nSr. Solution Consultant\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/the-road-to-cloud-ai-modernize-monetize-maximize?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">The road to cloud and AI: Modernize. Monetize. Maximize.<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nThe Road to Cloud + AI: Modernize, Monetize, Maximize\r\n\r\nA 3-Part Avaya Takeout Masterclass Series\r\n\r\nThe journey off Avaya doesn\u2019t have to be uncertain. Whether you\u2019re just exploring the move to cloud, seeking to drive ROI with AI, or looking to future-proof your investments\u2014this masterclass series is built to guide you through it all.\r\nJoin Genesys experts for a three-part webinar series designed to help you\u00a0modernize your contact center,\u00a0monetize AI investments, and\u00a0maximize long-term value. Each session is tailored to deliver practical strategies, real-world outcomes, and actionable insights to move your business forward with confidence.\r\nSave Your Spot\r\nRegister once to get access to all three sessions or attend only the ones that matter most to your team. Whether you're in IT, operations, or CX strategy, this series will help you lead a confident, impactful transition off Avaya\u2014and into the future of customer experience.\r\n[component_card card_header=\"enabled\" header_title=\"Session 1: Modernize\"]\r\nBuild a Cloud Roadmap with Impact\r\nDate: [Insert Date]\r\nTime: [Insert Time]\r\nBefore you make the leap off Avaya, you need a clear plan. This session walks you through how to assess your current contact center environment\u2014people, processes, and technology\u2014and create a phased migration strategy that avoids common pitfalls.\r\nYou\u2019ll learn how to:\r\n\r\n\r\n \tBuild a transformation blueprint that aligns with your goals\r\n \tStructure a value-led, phased cloud migration\r\n \tDevelop a business case that wins over IT, finance, and leadership\r\n \tUnderstand real results from recent migrations\r\n\r\n[\/component_card][component_card card_header=\"enabled\" header_bg=\"bgc-lgray\" header_title=\"Session 2: Monetize\"]\r\nUse AI to Drive Revenue and Cut Costs\r\nDate: [Insert Date]\r\nTime: [Insert Time]\r\nAI isn\u2019t just a buzzword\u2014it\u2019s a competitive advantage. This session shows how you can use AI to fuel both top-line growth and bottom-line efficiency. From intelligent automation to personalization at scale, we\u2019ll explore high-impact use cases and the data strategies needed to make them successful.\r\nYou\u2019ll learn how to:\r\n\r\n\r\n \tIdentify and prioritize high-value AI use cases\r\n \tUse predictive engagement to increase conversion\r\n \tLeverage virtual agents and agent assist tools to reduce costs\r\n \tSet up the right architecture and data flow to enable AI success\r\n\r\n[\/component_card][component_card card_header=\"enabled\" header_bg=\"bgc-glass-dark\" header_title=\"Session 3: Maximize\"]\r\nOptimize for Long-Term Success with AI + Cloud\r\nDate: [Insert Date]\r\nTime: [Insert Time]\r\nCloud migration is just the beginning. In our final session, we\u2019ll show you how to operationalize your investment and drive continuous value. From journey orchestration to KPI-driven optimization, this session focuses on sustaining success through smart planning and performance management.\r\nYou\u2019ll learn how to:\r\n\r\n\r\n \tImplement journey management for continuous improvement\r\n \tForecast and track outcomes with meaningful KPIs\r\n \tReinvest in success by identifying optimization opportunities\r\n \tBenchmark against best practices from cloud-native leaders\r\n\r\n[\/component_card][mktoform cid_type=\"multicid\" multicidset=\"%5B%7B%22label%22%3A%22Choose%20a%20session%20%22%7D%2C%7B%22label%22%3A%22Session%201%3A%20Modernize%22%2C%22cid%22%3A%22701Ht000001CT2pIAG%22%7D%2C%7B%22label%22%3A%22Session%202%3A%20Monetize%22%2C%22cid%22%3A%22701Ht000001CT2uIAG%22%7D%2C%7B%22label%22%3A%22Session%203%3A%20Maximize%22%2C%22cid%22%3A%22701Ht000001CT2zIAG%22%7D%5D\" cta_button=\"Register now\" cms_hold=\"RG\"]\r\nMeet the Speakers\r\n\r\nSpeaker Name\r\nSpeaker Title LIne 1\r\nSpeaker Title Line 2\r\nSpeaker Company\r\n\r\nSpeaker Name\r\nSpeaker Title LIne 1\r\nSpeaker Title Line 2\r\nSpeaker Company\r\n\r\nSpeaker Name\r\nSpeaker Title LIne 1\r\nSpeaker Title Line 2\r\nSpeaker Company\r\n\r\nSpeaker Name\r\nSpeaker Title LIne 1\r\nSpeaker Title Line 2\r\nSpeaker Company\r\n\r\nThe road to cloud and AI: Modernize. Monetize. Maximize.\r\nA three-part Avaya masterclass series\r\n[mktoform cid_type=\"multicid\" multicidset=\"%5B%7B%22label%22%3A%22Choose%20a%20session%20%22%7D%2C%7B%22label%22%3A%22Session%201%3A%20Modernize%20%E2%80%93%20Build%20a%20cloud%20roadmap%20with%20impact%E2%80%8B%22%2C%22cid%22%3A%22701Ht000001CT2pIAG%22%7D%2C%7B%22label%22%3A%22Session%202%3A%20Monetize%20%E2%80%93%20Use%20AI%20to%20drive%20revenue%20and%20reduce%20costs%22%2C%22cid%22%3A%22701Ht000001CT2uIAG%22%7D%2C%7B%22label%22%3A%22Session%203%3A%20Maximize%20%E2%80%93%20Optimize%20for%20long-term%20success%20with%20AI%20%2B%20cloud%E2%80%8B%22%2C%22cid%22%3A%22701Ht000001CT2zIAG%22%7D%5D\" cta_button=\"Pre-register now\" form_type=\"advanced\" fl_email=\"disabled\" fl_firstname=\"disabled\" fl_lastname=\"disabled\" fl_busphone=\"disabled\" fl_company=\"disabled\" fl_country=\"disabled\" fl_city=\"disabled\" fl_jobfunction1=\"disabled\" fl_joblevel1=\"disabled\" fl_title=\"disabled\" fl_website=\"disabled\" fl_industry1=\"disabled\" fl_levelofinterest1=\"disabled\" fl_numberofagentsform1=\"disabled\" advance_fields=\"%5B%7B%22af_type%22%3A%22label%22%2C%22af_label%22%3A%22By%20submitting%20this%20form%2C%20you%20consent%20to%20having%20your%20contact%20information%2C%20including%20your%20email%20address%2C%20shared%20with%20the%20partner%20companies%20presenting%20in%20this%20webinar%20for%20the%20purpose%20of%20following%20up%20on%20your%20interests.%22%2C%22af_required%22%3A%22required%22%2C%22af_opt_design%22%3A%22stacked%22%2C%22select_option%22%3A%22%255B%257B%257D%255D%22%7D%5D\" remove_bg=\"yes\" cms_hold=\"RG\"]\r\nThe journey off Avaya doesn\u2019t have to be uncertain.\r\nWhether you\u2019re just exploring the move to cloud, seeking to drive ROI with AI, or looking to future-proof your investments\u2014this masterclass series is built to guide you through it all.\r\n\r\nPre-register for a three-part webinar series led by Genesys experts and select partner, designed to help you modernize your contact center, monetize AI investments, and maximize long-term value. Each session is tailored to deliver practical strategies, real-world outcomes, and actionable insights to move your business forward with confidence.[component_card cta_style=\"btn-chev\" background_color=\"bgc-lgray\" cta=\"url:%23\"]\r\nGet on-demand access to the full series\r\nThis webinar series will be available on-demand. Pre-register to get access to all three sessions\u2014or just the ones most relevant to you and your team\u2014as soon as they\u2019re available. Whether you're in IT, operations, or CX strategy, you\u2019ll get the insights you need to confidently transition off Avaya and into the future of customer experience.[\/component_card]\r\nSession 1: Modernize\r\n[component_agenda][agendadate][agendasession time_format=\"g:i a\" agenda_speakers=\"%5B%7B%22speaker_photo%22%3A%22575592%22%2C%22speaker_name%22%3A%22Jonathan%20Spurrier%22%2C%22speaker_position_company%22%3A%22Sr.%20Director%2C%20mid-market%20sales%2C%20Genesys%22%7D%2C%7B%22speaker_photo%22%3A%22575593%22%2C%22speaker_name%22%3A%22Giuliano%20Da%20Silva%22%2C%22speaker_position_company%22%3A%22Sr.%20Value%20Consulting%20Director%2C%20Genesys%22%7D%5D\" agenda_start_time=\"12:00\" agenda_end_time=\"12:00\" agenda_title=\"Session 1\"]\r\nModernize \u2013\u00a0Build a cloud roadmap with impact\r\nBefore you make the leap off Avaya, you need a clear plan. This session walks you through how to assess your current contact center environment\u2014people, processes, and technology\u2014and create a phased migration strategy that avoids common pitfalls.\r\n\r\nYou\u2019ll learn how to:\r\n\r\n \tBuild a transformation blueprint that aligns with your goals\r\n \tStructure a value-led, phased cloud migration\r\n \tDevelop a business case that wins over IT, finance, and leadership\r\n \tUnderstand real results from recent migrations\r\n\r\n[\/agendasession][\/agendadate][\/component_agenda]\r\nSession 2: Monetize\r\n[component_agenda][agendadate][agendasession time_format=\"g:i a\" agenda_speakers=\"%5B%7B%22speaker_photo%22%3A%22484209%22%2C%22speaker_name%22%3A%22Andrew%20McInnes%22%2C%22speaker_position_company%22%3A%22VP%2C%20NA%20Sales%20%E2%80%93%20AI%2C%20Digital%20%26%20Orchestration%2C%20Genesys%22%7D%2C%7B%22speaker_photo%22%3A%22319868%22%2C%22speaker_name%22%3A%22James%20Walford%22%2C%22speaker_position_company%22%3A%22Senior%20Director%2C%20Global%20Innovation%2C%20Genesys%22%7D%2C%7B%22speaker_photo%22%3A%22575596%22%2C%22speaker_name%22%3A%22Kevin%20Basden%22%2C%22speaker_position_company%22%3A%22VP%20of%20Offerings%20%E2%80%93%20CX%2C%20NWN%22%7D%5D\" agenda_start_time=\"12:00\" agenda_end_time=\"12:00\" agenda_title=\"Session 2\"]\r\nMonetize \u2013\u00a0Use AI to drive revenue and cut costs\r\nAI isn\u2019t just a buzzword\u2014it\u2019s a competitive advantage. This session shows how you can use AI to fuel both top-line growth and bottom-line efficiency. From intelligent automation to personalization at scale, we\u2019ll explore high-impact use cases and the data strategies needed to make them successful.\r\n\r\nYou\u2019ll learn how to:\r\n\r\n \tIdentify and prioritize high-value AI use cases\r\n \tUse predictive engagement to increase conversion\r\n \tLeverage virtual agents and agent assist tools to reduce costs\r\n \tSet up the right architecture and data flow to enable AI success\r\n\r\n[\/agendasession][\/agendadate][\/component_agenda]\r\nSession 3: Maximize\r\n[component_agenda][agendadate][agendasession time_format=\"g:i a\" agenda_speakers=\"%5B%7B%22speaker_photo%22%3A%22484209%22%2C%22speaker_name%22%3A%22Andrew%20McInnes%22%2C%22speaker_position_company%22%3A%22VP%2C%20NA%20Sales%20%E2%80%93%20AI%2C%20Digital%20%26%20Orchestration%2C%20Genesys%22%7D%2C%7B%22speaker_photo%22%3A%22575598%22%2C%22speaker_name%22%3A%22Scott%20Maxwell%22%2C%22speaker_position_company%22%3A%22Engagement%20lead%2C%20CX%20Advisory%2C%20Genesys%22%7D%2C%7B%22speaker_photo%22%3A%22575599%22%2C%22speaker_name%22%3A%22Tiffany%20Moses%20Gschwendtner%22%2C%22speaker_position_company%22%3A%22SVP%2FGlobal%20Leader%2C%20CX%20Solutions%2C%20TTEC%20Digital%22%7D%5D\" agenda_start_time=\"12:00\" agenda_end_time=\"12:00\" agenda_title=\"Session 3\"]\r\nMaximize \u2013\u00a0Optimize for long-term success with AI + cloud\r\nCloud migration is just the beginning. In our final session, we\u2019ll show you how to operationalize your investment and drive continuous value. From journey orchestration to KPI-driven optimization, this session focuses on sustaining success through smart planning and performance management.\r\n\r\nYou\u2019ll learn how to:\r\n\r\n \tImplement journey management for continuous improvement\r\n \tForecast and track outcomes with meaningful KPIs\r\n \tReinvest in success by identifying optimization opportunities\r\n \tBenchmark against best practices from cloud-native leaders\r\n\r\n[\/agendasession][\/agendadate][\/component_agenda][component_button content_alignment=\"text-center\" tablet_alignment=\"text-center\" primary_cta=\"url:%23Register|title:Register%20now\"][component_agenda opened_onload=\"1\"][agendadate custom_heading=\"Session 1: Modernize\"][agendasession time_format=\"g:i a\" agenda_speakers=\"%5B%7B%22speaker_photo%22%3A%22575592%22%2C%22speaker_name%22%3A%22Jonathan%20Spurrier%22%2C%22speaker_position_company%22%3A%22Sr.%20Director%2C%20mid-market%20sales%2C%20Genesys%20%22%7D%2C%7B%22speaker_photo%22%3A%22575593%22%2C%22speaker_name%22%3A%22Giuliano%20Da%20Silva%22%2C%22speaker_position_company%22%3A%22Sr.%20Value%20Consulting%20Director%2C%20Genesys%20%22%7D%2C%7B%22speaker_photo%22%3A%22575594%22%2C%22speaker_name%22%3A%22Anthony%20Gilio%22%2C%22speaker_position_company%22%3A%22Director%2C%20C1%20Capabilities%2C%20C1%22%7D%5D\" agenda_start_time=\"14:00\" agenda_end_time=\"15:00\" agenda_title=\"July 22, 2025 (ET)\"]\r\nModernize \u2013 Build a cloud roadmap with impact\r\nBefore you make the leap off Avaya, you need a clear plan. This session walks you through how to assess your current contact center environment\u2014people, processes, and technology\u2014and create a phased migration strategy that avoids common pitfalls.\r\n\r\nYou\u2019ll learn how to:\r\n\r\n \tBuild a transformation blueprint that aligns with your goals\r\n \tStructure a value-led, phased cloud migration\r\n \tDevelop a business case that wins over IT, finance, and leadership\r\n \tUnderstand real results from recent migrations\r\n\r\n[\/agendasession][\/agendadate][agendadate custom_heading=\"Session 2: Monetize\"][agendasession time_format=\"g:i a\" agenda_speakers=\"%5B%7B%22speaker_photo%22%3A%22484209%22%2C%22speaker_name%22%3A%22Andrew%20McInnes%20%22%2C%22speaker_position_company%22%3A%22VP%2C%20NA%20Sales%20%E2%80%93%20AI%2C%20Digital%20%26%20Orchestration%2C%20Genesys%20%22%7D%2C%7B%22speaker_photo%22%3A%22319868%22%2C%22speaker_name%22%3A%22James%20Walford%22%2C%22speaker_position_company%22%3A%22Senior%20Director%2C%20Global%20Innovation%2C%20Genesys%20%22%7D%2C%7B%22speaker_photo%22%3A%22575596%22%2C%22speaker_name%22%3A%22Kevin%20Basden%22%2C%22speaker_position_company%22%3A%22VP%20of%20Offerings%20%E2%80%93%20CX%2C%20NWN%22%7D%5D\" agenda_start_time=\"14:00\" agenda_end_time=\"15:00\" agenda_title=\"July 24, 2025 (ET)\"]\r\nMonetize \u2013 Use AI to drive revenue and cut costs\r\nAI isn\u2019t just a buzzword\u2014it\u2019s a competitive advantage. This session shows how you can use AI to fuel both top-line growth and bottom-line efficiency. From intelligent automation to personalization at scale, we\u2019ll explore high-impact use cases and the data strategies needed to make them successful.\r\n\r\nYou\u2019ll learn how to:\r\n\r\n \tIdentify and prioritize high-value AI use cases\r\n \tUse predictive engagement to increase conversion\r\n \tLeverage virtual agents and agent assist tools to reduce costs\r\n \tSet up the right architecture and data flow to enable AI success\r\n\r\n[\/agendasession][\/agendadate][agendadate custom_heading=\"Session 3: Maximize\"][agendasession time_format=\"g:i a\" agenda_speakers=\"%5B%7B%22speaker_photo%22%3A%22484209%22%2C%22speaker_name%22%3A%22Andrew%20McInnes%22%2C%22speaker_position_company%22%3A%22VP%2C%20NA%20Sales%20%E2%80%93%20AI%2C%20Digital%20%26%20Orchestration%2C%20Genesys%20%22%7D%2C%7B%22speaker_photo%22%3A%22575598%22%2C%22speaker_name%22%3A%22Scott%20Maxwell%22%2C%22speaker_position_company%22%3A%22Engagement%20lead%2C%20CX%20Advisory%2C%20Genesys%22%7D%2C%7B%22speaker_photo%22%3A%22575599%22%2C%22speaker_name%22%3A%22Tiffany%20Moses%20Gschwendtner%20%22%2C%22speaker_position_company%22%3A%22SVP%2FGlobal%20Leader%2C%20CX%20Solutions%2C%20TTEC%20Digital%22%7D%5D\" agenda_start_time=\"14:00\" agenda_end_time=\"15:00\" agenda_title=\"July 29, 2025 (ET)\"]\r\nMaximize \u2013 Optimize for long-term success with AI + cloud\r\nCloud migration is just the beginning. In our final session, we\u2019ll show you how to operationalize your investment and drive continuous value. From journey orchestration to KPI-driven optimization, this session focuses on sustaining success through smart planning and performance management.\r\n\r\nYou\u2019ll learn how to:\r\n\r\n \tImplement journey management for continuous improvement\r\n \tForecast and track outcomes with meaningful KPIs\r\n \tReinvest in success by identifying optimization opportunities\r\n \tBenchmark against best practices from cloud-native leaders\r\n\r\n[\/agendasession][\/agendadate][\/component_agenda]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Customer,Video,Improve customer experience,Level up your technology,Improve customer experience,Level up your technology,Genesys Cloud,genesys cloud cx,AI and automation,Enterprise,Financial,Healthcare,Industrial,Public,Retail,Technology\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/orchestrating-customer-experiences-with-ai-powered-technology?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Orchestrating customer experiences with AI-powered technology<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand webinar\r\n\r\nOrchestrating customer experiences with AI-powered technology\r\nGet insights from Genesys, AWS and Brittany Ferries on key trends in AI, personalization and experience orchestration[mktoform cta_button=\"Watch now\" cta_header=\"Watch now\" cms_hold=\"RG\" cid_id=\"7014X000003AhQvQAK\"]Artificial intelligence is redefining how consumers and business leaders view customer experience (CX). A recent Genesys AI report found more than 80% of CX executives believe AI will be a clear differentiator for their organization in the future.\r\n\r\nJoin CIO, Amazon Web Services (AWS) and Genesys to learn how AI, automation and cloud services are redefining the CX landscape.\r\n\r\nDuring the session, you'll also hear from Brittany Ferries, who is reshaping the customer experience with generative AI from Genesys and AWS. You'll gain insights into how AI is helping organizations to deliver on evolving customer expectations on the growing number of channels by enabling personalization, enhancing self-service, and driving revenue.\r\nWatch the session now and gain insights on:\r\n\r\nTrends in customer experience in the age of AI\r\n\r\nThe increasing role of AI in supporting agents and supervisors\r\n\r\nThe opportunities from and benefits of AI-Powered Experience Orchestration\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Video,Level up your technology,Improve employee experience,Level up your technology,Genesys AI,AI and automation,Digital,Inbound,Outbound,Healthcare\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/fireside-chat-with-rochester-regional-health-up-level-your-patient-care-experience?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Fireside chat with Rochester Regional Health: Up level your patient care experience<\/h3><div class=\"metadata-search\" style=\"display:none !important\">On-demand webinar\r\nLevel up your patient care experience\r\nHow Rochester Regional Health empowers staff and elevates patient experience with Genesys Cloud, built on AWS[mktoform cta_button=\"Watch now\" cms_hold=\"RG\" cid_id=\"701Ht000001CT7F\"]Healthcare organizations are facing pressure to deliver seamless, empathetic care \u2014 often with limited resources. Rochester Regional Health is meeting that challenge head-on by using technology not just to optimize workflows, but to humanize the patient journey. In this on-demand fireside chat, hear from leaders and industry experts as they discuss how technology helps drive better experiences for patients and care teams.\u00a0\r\n\r\nFrom Genesys Cloud\u2122 Agent Copilot\u00a0and real-time feedback loops to self-service scheduling and patient authentication, Rochester Regional Health is using Genesys Cloud to boost efficiency, reduce burnout and streamline operations \u2014 without sacrificing empathy. Learn how this powerful partnership is helping healthcare teams deliver timely, informed and meaningful care.\u00a0[component_card background_color=\"bgc-lgray\"]\r\nWatch the session now and gain insights on:\r\n\r\n \tEmpowering contact center agents with real-time support and quality feedback to reduce burnout and improve care\r\n \tHow Genesys Cloud can drive effective patient authentication and 24\/7 self-service scheduling\r\n \tLeveraging AI and automation to boost operational efficiency while keeping patient needs front and center\r\n\r\n[\/component_card]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Customer,Video,Improve customer experience,Level up your technology,Improve customer experience,Level up your technology,Genesys Cloud,genesys cloud cx,AI and automation,Integrations,Unified communications,Enterprise,Midsized,Financial,Healthcare,Industrial,Public,Retail,Technology\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/unifying-the-front-and-back-office-to-transform-service-delivery?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Unifying the front and back office to transform service delivery<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand webinar\r\n\r\nFrom silos to synergy: Unifying the front and back office to transform service delivery\r\nGet insights from ServiceNow, McGee-Smith Analytics, Stefanini and Genesys on service delivery, the power of unified front- and back-office operations, and the role of AI-driven automation.[mktoform cta_button=\"Watch now\" cta_header=\"Watch now\" cms_hold=\"RG\" cid_id=\"701Ht000001CT4lIAG\"]Customers expect fast, consistent and effortless experiences across every interaction. But disconnected front- and back-office systems create gaps that can lead to frustration, churn and costly inefficiencies. \u201cThe State of Customer Experience\u201d report even found that 30% of consumers surveyed stopped doing business with a company in the last year because of a bad experience.\r\n\r\nJoin industry expert Sheila McGee-Smith along with leaders from Genesys and ServiceNow for a deep dive into how a unified front and back office can transform your service operations \u2014 enabling increased customer loyalty, agent efficiency and time to resolution.\r\n\r\nDuring the session, you\u2019ll also hear from global IT services leader Stefanini on how they\u2019re reshaping service delivery and agent experience with the power of Genesys and ServiceNow.[component_card background_color=\"bgc-lgray\" card_design=\"mini\"]\r\nWatch the session now and gain insights on:\r\n\r\n \tTrends reshaping service delivery and the role of AI and automation\r\n \tHow a unified service experience can drive customer loyalty and operational agility\r\n \tHow Stefanini is enabling service excellence and enhancing employee productivity with Genesys and ServiceNow\r\n\r\n[\/component_card]\r\nMeet the Speakers\r\n[component_bio_block name=\"Sheila McGee-Smith\" title=\"President and Principal Analyst, McGee-Smith Analytics\" photo=\"570365\"][\/component_bio_block][component_bio_block name=\"Brian Spencer\" title=\"Sr. Director, Product Management, Genesys\" photo=\"570366\"][\/component_bio_block][component_bio_block name=\"Ian Henderson\" title=\"Sr. Director, Product Management, ServiceNow\" photo=\"570367\"][\/component_bio_block][component_bio_block name=\"Andrew Lindsay\" title=\"UC Engineering Manager, Stefanini\" photo=\"570368\"][\/component_bio_block]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Genesys AI,AI and automation,Financial,Healthcare,Industrial,Public,Retail,Technology\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/protecting-taxpayer-data-how-agencies-can-meet-irs-1075-compliance?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Protecting Taxpayer Data: How Agencies can meet IRS 1075 Compliance<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nProtecting Taxpayer Data:\u00a0 How Agencies can meet IRS 1075 Compliance\r\n[webinarschedulesingle]IRS Publication 1075 (Pub 1075) outlines security and privacy requirements for organizations handling federal tax information (FTI). It sets strict controls to ensure data confidentiality, integrity and availability.\r\n\r\nThat means any state and local agency that receives, processes or stores FTI \u2014 including, but not limited to agencies such as: Departments of Revenue and Taxation, Departments of Labor and Unemployment and Departments of Welfare and Child Protective Services\u2014 must comply with Pub 1075 to avoid legal and financial penalties.\r\n\r\nJoin Government Technology and our partners at Genesys and Amazon Web Services (AWS) for a valuable webinar on meeting compliance and safeguarding taxpayer information.\r\n\r\nThis webinar covers:\r\n\r\n \tMeeting compliance for IRS audits\u00a0to avoid financial penalties or even loss of federal funding\r\n \tUnderstanding your agency requirements\u00a0in compliance and managing risk\r\n \tWhy FedRAMP is essential to meet stringent federal security standards \u2014 especially for cloud-based platforms\r\n \tSuccess stories and best practices from other state and local agencies\r\n\r\nCompliance with Pub 1075 lets you protect sensitive taxpayer data,\u00a0reduce your risk of breaches and avoid financial penalties from the federal government. Don\u2019t be caught off guard![mktoform cta_button=\"Watch now\" cms_hold=\"RG\" cid_id=\"701Ht000001CT18IAG\"]\r\nMeet the speakers\r\n\r\nSteven Boberski\r\nPublic Sector Chief Technology Officer\r\nGenesys\r\n\r\nJustin Marlowe\r\nSenior Fellow\r\nCenter of Digital Government\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/wem-qtly-open-day?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">WEM Open Day<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nWEM Open Day\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]\r\n\r\n\r\nJoin us for an exciting Workforce Engagement Management (WEM) Open Day this quarter!\r\n\r\nThe velocity of feature releases for Genesys WEM has been incredible, with over 100 features added in 2024. Through 2025 we will continue this momentum with further releases that complement the changing needs of our customers and showcase the agility Genesys Cloud contains to adapt to those needs.\r\n\r\nDuring this Live WEM Open Day, discover what\u2019s new, upcoming features and learn how to maximise your use of the Genesys Cloud platform. You'll get the opportunity to have an open discussion and exchange ideas. Mark your calendars and be part of the conversation.\r\n\r\nTopics:\r\n\r\n\r\n\r\n \tGamification and Performance Management\r\n \tQuality Assurance and Compliance\r\n \tResource Management\r\n \tSpeech and Text Analytics\r\n \tForecasting, Scheduling and Capacity Planning\r\n\r\nWhether you are an existing customer who is interested in getting the most out of your Genesys Cloud platform or a potential customer who is looking to better understand Genesys Cloud WEM capabilities, this session is for you.[mktoform cta_button=\"Register Now!\" cb_available=\"cb_off\" cta_header=\"Register Now!\" cms_hold=\"RG\" cid_id=\"701Ht000001CSlMIAW\"]\r\nMeet the Speaker\r\n\r\nAndrew Thean\r\nPrincipal Solution Consultant\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Customer,Video,Improve customer experience,Level up your technology,Improve customer experience,Level up your technology,Genesys Cloud,genesys cloud cx,AI and automation,Enterprise,Financial,Healthcare,Industrial,Public,Retail,Technology\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/year-in-review-what-went-wrong-in-cx?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Year in review: what went wrong in CX?<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand webinar\r\n\r\nYear in review:\r\nWhat went wrong in CX?\r\nLearn what went wrong in customer experience (CX) in 2024 and how to align your strategy with what customers truly want in 2025.[component_card background_color=\"bgc-lgray\" card_design=\"mini\"]\r\nWatch the session now to:\r\n\r\n \tGet an understanding of shifting consumer expectations.\r\n \tDiscover how AI and cloud-based platforms can transform CX.\r\n \tLearn best practices for delivering personalized, seamless experiences.\r\n\r\n[\/component_card][mktoform cta_button=\"Watch now\" cta_header=\"Watch now\" cms_hold=\"RG\" cid_id=\"701Ht000001CSkEIAW\"]\r\nOverview\r\nCustomer expectations are constantly evolving, but not all businesses are keeping up.\u202fAccording to \u201cThe State of Customer Experience\u201d report, 72% of consumers surveyed\u202f value feeling understood when interacting with a preferred brand. Yet only\u202f16% of CX leaders surveyed say they offer\u202fomnichannel service \u2014 a key to creating effortless and personalized experiences.\r\n\r\nAre you meeting customer standards to drive loyalty?\r\n\r\nJoin Shep Hyken and Harry Folloder as they uncover key CX gaps from 2024 and share solutions from \u201cThe State of Customer Experience\u201d report.\u202fPlus, you\u2019ll learn how to align your strategy with what customers truly want.\r\nOur featured CX experts\r\n\r\nShep Hyken\r\nAuthor, Speaker and CX expert\r\n\r\nHarry Folloder\r\nChief Digital and Technology Officer, Alorica\r\n[component_card content_alignment=\"text-center\" media_size=\"thumbnail\" cta_style=\"btn\" background_color=\"bgc-glass-dark\" media=\"561408\" cta=\"url:https%3A%2F%2Fwww.genesys.com%2Fresources%2Fstate-of-cx|title:Get%20the%20companion%20report|target:_blank\"]The webinar features data-driven insights from The State of Customer Experience report.\r\n\r\nDownload this report full of key insights from our survey of over 5,000 global consumers and 1,000 CX leaders.[\/component_card]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"AppFoundry,Genesys AI,AI and automation,Financial,Healthcare,Industrial,Public,Retail,Technology\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/enhance-the-customer-payment-journey?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">AppFoundry Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Genesys + Sycurio: Enhance the customer payment journey<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nEnhance the customer payment journey\r\n\r\nSecure multi-channel approaches to increase revenue and customer satisfaction\r\n[webinarschedulesingle]Protecting sensitive customer data, meeting compliance requirements, and securing payment solutions means fewer friction points, reduced fraud risks, and more efficient transactions.\r\n\r\nWhen customers feel confident their payment information is handled securely, they are more likely to trust your brand, leading to higher loyalty and retention rates. This gives your business a competitive edge in today\u2019s digital-first world.\r\n\r\nJoin Sycurio and Genesys in our newest webinar to discover how compliant and efficient payment processes can increase customer conversion rates, decrease average handling time (AHT), and boost first call resolution (FCR), all while delivering a clear and measurable ROI.\r\n\r\nIn this webinar, we\u2019ll explore:\r\n\r\n \tCurrent trends in payments.\r\n \tMeasurable benefits of secure payment solutions.\r\n \tHow multi-channel payments drive revenue growth, streamline operations, and enhance customer experience.\r\n\r\n[mktoform cta_button=\"Watch now\" cms_hold=\"RG\" cid_id=\"701Ht000001CShfIAG\"]\r\nMeet the speakers\r\n\r\nGreg Armor\r\nCRO\r\nSycurio\r\n\r\nMatt Taylor\r\nVP of Global Pre-Sales Engineering\r\nSycurio\r\n\r\nGreg Thomas\r\nSenior Director, Thought Leadership\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Level up your technology,Improve employee experience,Genesys AI,AI and automation,Digital\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/when-people-and-ai-team-up-empowered-agents-and-supervisors-for-better-cx-outcomes?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">When people and AI team up: Empowered agents and supervisors for better CX outcomes<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand webinar\r\n\r\nWhen people and AI team up:\r\nEmpowered agents and supervisors for better CX outcomes\r\nDiscover how Genesys Cloud\u2122 Agent and Supervisor Copilots work together to create a smarter, more efficient contact center \u2014 helping agents deliver better customer service while enabling supervisors to optimize team performance.[mktoform cta_button=\"Watch now\" cms_hold=\"RG\" cid_id=\"7014X000003AhCG\"]\r\nGenesys Cloud Copilots can drive:\u00a0\r\n\r\n \tLower costs \u2013 Reduce staffing, training and operational expenses with automation.\u00a0\r\n\r\n\r\n \tIncreased efficiency \u2013 Agents handle more interactions, supervisors spend less time on manual work, and quality assessments scale effortlessly.\u00a0\r\n\r\n\r\n \tBetter decision-making \u2013 AI insights help leaders identify trends, gaps and opportunities, enabling smarter strategies.\u00a0\r\n\r\n\r\n \tStronger employee and customer satisfaction \u2013 Happier agents deliver better customer experiences, leading to higher customer satisfaction and Net Promoter Scores.\u00a0\r\n\r\n\r\n \tScalability without complexity \u2013 AI allows your business to expand seamlessly, adapting to growing customer demands.\u00a0\r\n\r\nGenesys Cloud Copilots don\u2019t just make tasks easier \u2014 they make customer interactions more meaningful, empower employees and drive better business outcomes.\u00a0\r\nMeet the experts\r\n[component_bio_block photo=\"565794\" name=\"Lindsey Ray Bonanni\" title=\"Director of Product Marketing, Genesys\"][\/component_bio_block][component_bio_block photo=\"565793\" name=\"Leor Grebler\" title=\"Principal Product Manager, AI Copilot, Genesys\"][\/component_bio_block]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Customer,Video,Improve customer experience,Improve employee experience,Genesys Customer Success,Enterprise,Midsized,SMB,Financial,Healthcare,Industrial,Public,Retail,Technology\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/celebrating-women-in-leadership-driving-transformation-across-business-and-technology?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Customer Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Celebrating women in leadership: Driving transformation across business and technology<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nCelebrating women in leadership: Driving transformation across business and technology\r\nLeadership insights and the power of AI with industry-leading women\r\n[cutoff co_thick=\"2px\"][webinarschedule][webinarschedulesingle]Watch a dynamic panel discussion featuring distinguished women who are driving business and technology transformation for customers and employees.\r\nThe panelists will share their success strategies for leading inclusive business and technology teams, their perspectives on how embracing Gen Z will require a fresh approach to leadership \u2014 and why inclusion matters more than ever in today\u2019s fast-changing AI-powered world.[mktoform cta_button=\"Watch now\" cms_hold=\"RG\" cid_id=\"7014X000003AgvhQAC\"]\r\nMeet the speakers\r\n[component_bio_block photo=\"556590\" name=\"Mary Henderson\" title=\"Head of Contact Center Technology, IHG Hotels &amp; Resorts\"][\/component_bio_block][component_bio_block photo=\"557126\" name=\"Jeanne Barr\" title=\"Technology Innovation Planner\"][\/component_bio_block][component_bio_block photo=\"557127\" name=\"Valeria Escobar Zea\" title=\"Global Service Transformation Manager, CEMEX\"][\/component_bio_block][component_bio_block photo=\"557128\" name=\"Ellen Patterson\" title=\"Deputy Service Manager, Refuge\"][\/component_bio_block][component_bio_block photo=\"557129\" name=\"Janelle Binder\" title=\"SVP, Customer Advocacy and Engagement, Genesys\"][\/component_bio_block]\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Video,Improve employee experience,Level up your technology,Improve customer experience,Improve employee experience,Level up your technology,Genesys AI,AI and automation,Integrations,Enterprise,Midsized,SMB,Financial,Healthcare,Industrial,Public,Retail,Technology\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/beyond-chatbots-elevating-self-service-with-virtual-agents?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Beyond chatbots: Elevating self-service with virtual agents<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand webinar\r\n\r\nBeyond chatbots: Elevating self-service with virtual agents\r\n\r\nA comparative look at how virtual agents outperform traditional chatbots\r\n[mktoform cta_button=\"Watch now\" cta_header=\"Watch now\" cms_hold=\"RG\" cid_id=\"7014X000003AgggQAC\"]As customer care volumes increase, the limitations of traditional chatbots become increasingly apparent. Limited capabilities and rigid workflows lead to customer frustration, higher operational costs and missed opportunities to deliver personalized experiences.\r\n\r\nWatch this on-demand webinar to explore how advanced virtual agents go beyond traditional chatbots to revolutionize customer interactions. From first contact to final resolution, this session demonstrates how virtual agents enhance every stage of the customer journey \u2014 offering superior experiences, improved efficiency and measurable business impact.[component_card background_color=\"bgc-lgray\" card_design=\"mini\"]\r\nWatch the session now and discover how to\r\n\r\n \tHandle intricate queries with precision: Learn how virtual agents use advanced AI to deliver intelligent, human-like responses \u2014 even for complex customer needs that traditional chatbots can\u2019t manage.\r\n \tSeamlessly collaborate with human agents: Discover how virtual agents enable smooth handoffs to live representatives when needed, ensuring a frictionless and satisfying customer experience.\r\n \tAutomate workflows for increased efficiency: Explore how features like automated conversation summaries and wrap-up codes simplify operations, boost productivity and lighten the workload for your team.\r\n\r\n[\/component_card]Who should attend: This webinar is ideal for contact center leaders, customer service managers, business executives and anyone interested in leveraging AI to enhance their customer experience capabilities.\r\nMeet the speakers\r\n[component_bio_block name=\"Arpita Maity-Peschard\" title=\"Director, Product Marketing, AI\" photo=\"555766\"][\/component_bio_block][component_bio_block name=\"Mitch Mason\" title=\"Principal Product Manager, Virtual Agent\" photo=\"555767\"][\/component_bio_block]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Customer,Video,Improve customer experience,Improve employee experience,Level up your technology,Improve customer experience,Improve employee experience,Level up your technology,CX Cloud from Genesys and Salesforce,cx cloud,Genesys Cloud,genesys cloud cx,AI and automation,Enterprise,Midsized,Financial,Healthcare,Industrial,Public,Retail,Technology\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/aaa-washington-unifying-the-contact-center-and-crm-for-better-customer-experiences?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">AAA Washington Unifying the contact center and CRM for better customer experiences<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand webinar\r\n\r\nAAA Washington: Unifying the contact center and CRM for better customer experiences\r\nDiscover how AAA Washington is transforming contact center operations, elevating customer interactions and reducing total cost of ownership (TCO) with CX Cloud from Genesys and Salesforce[mktoform form_p_target=\"custom\" cta_button=\"Watch now\" form_known=\"noknown\" form_reach=\"noreach\" form_type=\"advanced\" advance_fields=\"%5B%7B%22af_type%22%3A%22text%22%2C%22af_label%22%3A%22Number%20of%20Employees%22%2C%22af_lid%22%3A%22fe460%22%2C%22af_lname%22%3A%22reusableField01Label%22%2C%22af_id%22%3A%22fe461%22%2C%22af_name%22%3A%22reusableField01Value%22%2C%22af_required%22%3A%22required%22%2C%22af_opt_design%22%3A%22stacked%22%2C%22select_option%22%3A%22%255B%257B%257D%255D%22%7D%2C%7B%22af_type%22%3A%22checkbox%22%2C%22af_label%22%3A%22I%20agree%20to%20receive%20emailed%20reports%2C%20articles%2C%20and%20event%20invitations.%20I%20understand%20I%20may%20unsubscribe%20at%20any%20time%20by%20clicking%20the%20link%20included%20in%20emails.%22%2C%22af_lid%22%3A%22fe462%22%2C%22af_lname%22%3A%22reusableField02Label%22%2C%22af_id%22%3A%22fe463%22%2C%22af_name%22%3A%22reusableField02Value%22%2C%22af_required%22%3A%22not-required%22%2C%22af_opt_design%22%3A%22stacked%22%2C%22select_option%22%3A%22%255B%257B%257D%255D%22%7D%2C%7B%22af_type%22%3A%22label%22%2C%22af_label%22%3A%22By%20submitting%20this%20form%2C%20you%20agree%20to%20have%20your%20contact%20information%2C%20including%20email%2C%20passed%20on%20to%20the%20sponsors%20of%20this%20webinar%20for%20the%20purpose%20of%20following%20up%20on%20your%20interests.%22%2C%22af_required%22%3A%22required%22%2C%22af_opt_design%22%3A%22stacked%22%2C%22select_option%22%3A%22%255B%257B%257D%255D%22%7D%5D\" cms_hold=\"RG\" cid_id=\"7014X000003AgAJQA0\" url=\"https:\/\/www.genesys.com\/campaign\/aaa-washington-unifying-the-contact-center-and-crm-for-better-customer-experiences-thank-you\"]AAA Washington faced multiple challenges with legacy systems that hindered customer service efficiency and created silos within its different lines of business. Leveraging the power of CX Cloud from Genesys and Salesforce, AAA Washington is eliminating disparate systems, improving customer satisfaction and increasing operational efficiency.\r\n\r\nJoin Naila Mendenhall, IT Program Manager at AAA Washington, and discover how CX Cloud from Genesys and Salesforce is empowering the organization to break down silos, enhance cross-team collaboration and deliver superior customer experiences. During the session, you\u2019ll also hear from Mason Nelson, Service Engagement Specialist at Salesforce, on how integrating customer experience (CX) and CRM solutions can drive increased productivity, seamless customer journeys and future-proof business strategies.[component_card background_color=\"bgc-lgray\" card_design=\"mini\"]\r\nWatch the session now and gain insights on:\r\n\r\n \t\r\n\r\n \tHow CX Cloud by Genesys and Salesforce increases agent efficiency and improves CX personalization\r\n \tDeveloping a practical, use case driven approach on artificial intelligence offerings from both companies\r\n \tStrategies for rolling out a unified CX and CRM platform across all business units\r\n\r\n\r\n\r\n[\/component_card]\r\nMeet the Speakers\r\n[component_bio_block name=\"Naila Mendenhall\" title=\"Program Manager, IT, AAA Washington\" photo=\"547481\"][\/component_bio_block][component_bio_block name=\"Mason Nelson\" title=\"Service Engagement Specialist, Salesforce\" photo=\"547480\"][\/component_bio_block][component_bio_block name=\"Greg Thomas\" title=\"Senior Director, Thought Leadership, Genesys\" photo=\"547479\"][\/component_bio_block]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Genesys AI,AI and automation,Financial,Healthcare,Industrial,Public,Retail,Technology\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/putting-ethical-ai-into-practice-principles-and-strategies-for-success?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Putting ethical AI into practice: Principles and strategies for success\u00a0<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\n\u00a0On-demand webinar\r\n\r\nPutting ethical AI into practice: Principles and strategies for success\r\nDiscover what sets Genesys Cloud AI apart when it comes to responsible AI. Designed and built entirely in-house, our AI seamlessly integrates with our advanced customer experience platform eliminating complexity, enhancing context management and reducing customer effort.\r\n\r\nIn this session, our experts will explore how our AI solutions address critical challenges like ethics, data privacy, compliance and training \u2014 delivering immediate, measurable impact for your business.\r\n\r\nWhat you'll learn:\r\n\r\n \tNavigating AI ethics and aligning with organizational priorities\r\n \tKey privacy considerations when evaluating AI solutions\r\n \tAvoiding common pitfalls in AI development\r\n \tStrategies to safeguard customer and company data\r\n \tAdapting to evolving global AI regulations\r\n \tOvercoming challenges in AI-driven context management\r\n \tMaximizing AI\u2019s potential for real business value\r\n\r\nDon\u2019t miss this opportunity to gain actionable insights from industry leaders.[mktoform cta_button=\"Watch now\" cms_hold=\"RG\" cid_id=\"7014X000003Ah8kQAC\"]\r\nMeet the speakers\r\n\r\nArpita Maity-Peschard\r\nDirector, Product Marketing, AI\r\nGenesys\r\n\r\nRahul Garg\r\nVP, Product Management, AI and Self-Service\r\nGenesys\r\n\r\nWilliam Dummett\r\nChief Privacy Officer &amp; Deputy General Counsel\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Customer,Video,Improve customer experience,Level up your technology,Improve customer experience,Level up your technology,Genesys Cloud,genesys cloud cx,Enterprise,Financial,Healthcare,Industrial,Public,Retail,Technology\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/large-enterprises-and-outsourcers-going-big-with-genesys-cloud?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Large enterprises and outsourcers Going big with Genesys Cloud<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand webinar\r\n\r\nLarge enterprises and outsourcers: Going big\r\nwith Genesys Cloud\r\nEssential best practices for managing large, complex global operations[mktoform cta_header=\"Watch now\" cta_button=\"Watch now\" form_p_target=\"custom\" cms_hold=\"RG\" cid_id=\"7014X000003AfpfQAC\" url=\"https:\/\/resources.genesys.com\/large-enterprises-and-outsourcers-going-big-with-genesys-cloud\"]Large enterprises and outsourcers face unique challenges when managing complex, multi-region operations. With digital transformation initiatives failing to deliver expected outcomes for many, it\u2019s crucial to adopt a solution that accelerates growth, innovation and transformation \u2014 without adding complexity.\r\n\r\nJoin Genesys experts to explore what\u2019s new, what\u2019s on the horizon and key best practices for addressing critical use cases in large, complex global operations across multi-region, multi-organization environments.\r\n\r\nDuring the session, you\u2019ll also hear from DeJon Gaines, CIO of Customer Experience Management at Conduent, a leading outsourcer. He\u2019ll share how they\u2019ve leveraged the Genesys Cloud\u2122 platform to consolidate systems, reduce technical debt and maintain consistent, scalable global operations with effective guardrails.[component_card card_design=\"mini\" background_color=\"bgc-lgray\"]\r\nWatch the session now and gain insights on:\r\n\r\n \tHow to standardize your customer experience platforms across multiple regions\r\n \tThe role of AI in powering better customer self-service, routing and outcomes\r\n \tBest practices for managing large, complex global operations\r\n\r\n[\/component_card]\r\nMeet the Speakers\r\n[component_bio_block name=\"DeJon Gaines\" title=\"CIO, Customer Experience Management, Conduent\" photo=\"541407\"][\/component_bio_block][component_bio_block name=\"Zach Brettnacher\" title=\"VP, Product Management, Genesys\" photo=\"541409\"][\/component_bio_block][component_bio_block name=\"Jeff Wise\" title=\"VP, Product Management, Genesys\" photo=\"541408\"][\/component_bio_block][component_bio_block name=\"Jason Alley\" title=\"Senior Director, Product Marketing, Genesys\" photo=\"541406\"][\/component_bio_block]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Video,Improve customer experience,Level up your technology,Improve customer experience,Improve employee experience,Level up your technology,Genesys Cloud,genesys cloud cx,Journey Management,Enterprise,Midsized,Financial,Healthcare,Industrial,Public,Retail,Technology\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/mapping-excellence-navigating-success-with-journey-management?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Mapping excellence: Navigating success with journey management<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand webinar\r\n\r\nMapping excellence: Navigating success with journey management\r\nDiscover how to deliver personalized customer experiences at scale while fueling growth through real-time journey optimization[mktoform cta_header=\"Watch now\" cta_button=\"Watch now\" form_p_target=\"custom\" cms_hold=\"RG\" cid_id=\"7014X000003AfmxQAC\" url=\"https:\/\/resources.genesys.com\/navigating-success-with-journey-management\"]In a world saturated with options, it\u2019s the experience that sets businesses apart. By meticulously crafting these experiences, you can pave the way for memorable interactions that resonate with your customers long after the transaction is complete.\r\n\r\nJoin experts from Genesys and learn about journey management \u2014 a proven approach that enables your company to measure, monitor and optimize journeys so you can simultaneously improve customer and employee experiences, as well as business performance.\r\n\r\nDuring the session, you\u2019ll also see firsthand how Genesys Cloud Journey Management provides powerful visualization and real-time insights into customer behavior, making it easier for your teams to quickly identify friction points, track journey progression and make data-driven improvements that enhance customer and employee satisfaction.[component_card card_design=\"mini\" background_color=\"bgc-lgray\"]\r\nWatch the session now and gain insights on:\r\n\r\n \tHow to visualize and analyze customer behavior at scale\r\n \tLeveraging journey data to optimize experiences across all channels\r\n \tThe role of artificial intelligence in improving self-service, routing and overall journey outcomes\r\n\r\n[\/component_card]\r\nMeet the Speakers\r\n[component_bio_block name=\"Ian Felder\" title=\"Director, Product Marketing, Genesys\" photo=\"540761\"][\/component_bio_block]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Customer,Video,Improve employee experience,Level up your technology,Improve customer experience,Improve employee experience,Level up your technology,Genesys AI,Genesys Cloud EX,AI and automation,Integrations,WEM,Enterprise,Midsized,Financial,Healthcare,Industrial,Public,Retail,Technology\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/five-steps-to-more-accurate-schedules-and-forecasts?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Five steps to more accurate schedules and forecasts<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand webinar\r\n\r\nFive steps to more accurate schedules and forecasts\r\nUnlock the power of AI to transform your workforce management[mktoform cta_header=\"Watch now\" cta_button=\"Watch now\" form_p_target=\"custom\" cms_hold=\"RG\" cid_id=\"7014X000003AfdLQAS\" url=\"https:\/\/resources.genesys.com\/five-steps-to-more-accurate-schedules-and-forecasts\"]Artificial intelligence (AI)-powered workforce engagement management is revolutionizing how organizations operate. It\u2019s enabling more strategic, efficient and flexible resource management by providing real-time, context-driven insights for employees; automating routine tasks; and analyzing data to predict outcomes with greater accuracy.\r\n\r\nJoin Bill Lewis and Lisa Cummings from AdaptHealth and experts from Genesys to learn about AI\u2019s impact on workforce management. You\u2019ll gain practical strategies to seamlessly integrate AI to forecast staffing demands, improve scheduling and elevate overall productivity.\r\n\r\nYou\u2019ll also see firsthand how AI-driven tools in the Genesys Cloud\u2122 platform can enhance your employee experience engine with real-time insights and automation \u2014 leading to improved efficiency, higher employee satisfaction and superior customer service outcomes.[component_card card_design=\"mini\" background_color=\"bgc-lgray\"]\r\nWatch the session now and gain insights on:\r\n\r\n \tThe five essential steps to more accurate scheduling and forecasting\r\n \tHow AI-driven automation enhances productivity by streamlining repetitive tasks\r\n \tReal-world examples of how AI-powered workforce engagement management improves employee performance and customer satisfaction\r\n\r\n[\/component_card]\r\nMeet the Speakers\r\n[component_bio_block name=\"Bill Lewis\" title=\"Senior Director, Infrastructure and Security Engineering, AdaptHealth\" photo=\"538552\"][\/component_bio_block][component_bio_block name=\"Lisa Cummings\" title=\"Senior Director of Workforce development, AdaptHealth\" photo=\"538548\"][\/component_bio_block][component_bio_block name=\"Natalia Abad\" title=\"Sr. WEM Product Marketing Manager, Genesys\" photo=\"538547\"][\/component_bio_block][component_bio_block name=\"Eric Hagaman\" title=\"WEM Product Management Director, Genesys\" photo=\"538550\"][\/component_bio_block][component_bio_block name=\"Faye Lopez\" title=\"Innovations Solution Lead, WEM Specialist, Genesys\" photo=\"538549\"][\/component_bio_block]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Customer,Video,Improve employee experience,Level up your technology,Improve customer experience,Improve employee experience,Level up your technology,Genesys AI,Genesys Cloud EX,AI and automation,WEM,Enterprise,Midsized,Financial,Healthcare,Industrial,Public,Retail,Technology\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/extending-orchestration-beyond-the-contact-center-with-work-automation?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Extending orchestration beyond the contact center with work automation<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand webinar\r\n\r\nExtending orchestration beyond the contact center with work automation\r\nDiscover how to seamlessly connect your front- and back-office operations with Genesys Work Automation, enabling you to streamline tasks, automate follow-ups and resolve issues more quickly.[mktoform cta_header=\"Watch now\" cta_button=\"Watch now\" form_p_target=\"custom\" cms_hold=\"RG\" cid_id=\"7014X000003Afj7QAC\" url=\"https:\/\/resources.genesys.com\/work-automation\"]The future of customer experience is about more than just handling individual interactions \u2014 it\u2019s about crafting a seamless journey that flows across every department in your organization.\r\n\r\nJoin Valerie Stam, Vice President of Omnichannel Performance at KPN, and experts from Genesys to learn how automation can transform your customer experience. During the session, you\u2019ll also see firsthand how KPN leveraged automation to streamline processes, resolve customer issues faster and enhance agent productivity.\r\n\r\nYou\u2019ll also gain valuable insights into bridging the front and back office, automating routine tasks and delivering a consistent, seamless customer journey across all touchpoints.[component_card card_design=\"mini\" background_color=\"bgc-lgray\"]\r\nWatch the session now and gain insights on:\r\n\r\n \tOptimizing customer journeys: Learn how to deliver seamless, personalized interactions across all touchpoints.\r\n \tBoosting efficiency through automation: Discover how to automate tasks, follow-ups and back-office processes to reduce resolution times and increase agent productivity.\r\n \tReal-world success stories: Hear how KPN transformed its customer service operations, improving response times and streamlining workflows with Genesys Work Automation.\r\n\r\n[\/component_card]\r\nMeet the Speakers\r\n[component_bio_block name=\"Leslie Chau\" title=\"Senior Director, Product Management, Genesys\" photo=\"540017\"][\/component_bio_block][component_bio_block name=\"Valerie Stam\" title=\"Vice President, Omnichannel Performance, KPN\" photo=\"540018\"][\/component_bio_block]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Customer,Video,Improve employee experience,Level up your technology,Improve customer experience,Improve employee experience,Level up your technology,Genesys AI,Genesys Cloud EX,AI and automation,Integrations,WEM,Enterprise,Midsized,Financial,Healthcare,Industrial,Public,Retail,Technology\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/now-is-the-time-for-ai-powered-experience-orchestration?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Now is the time for AI-Powered Experience Orchestration<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand webinar\r\n\r\nNow is the time for\r\nAI-Powered Experience Orchestration\r\nDiscover the latest market trends and learn why it\u2019s essential\r\nto redefine traditional contact center strategies to meet\r\nand exceed rising expectations[mktoform cta_header=\"Watch now\" cta_button=\"Watch now\" form_p_target=\"custom\" cms_hold=\"RG\" cid_id=\"7014X000003AfaWQAS\" url=\"https:\/\/resources.genesys.com\/ai-powered-experience-orchestration\"]In today\u2019s experience economy, customers expect personalized experiences, immediate responses and seamless interactions across all channels. A recent State of Customer Experience report even found that 86% of consumers say a company is only as good as its service.\r\n\r\nJoin industry experts as they explore current trends that are driving how customers interact with businesses today. You\u2019ll also gain valuable insights into customer perspectives, preferences and expectations and how they\u2019re shaping the future of service delivery \u2014 driving organizations to innovate and adapt their strategies for enhanced engagement and loyalty.[component_card card_design=\"mini\" background_color=\"bgc-lgray\"]\r\nWatch the session now and gain insights on:\r\n\r\n \tHow rising expectations impact long-term loyalty\r\n \tHow generational preferences shape customer interactions\r\n \tKey trends driving the need to push the boundaries of traditional contact center thinking\r\n\r\n[\/component_card]\r\nMeet the Speakers\r\n[component_bio_block name=\"Matt Loebman\" title=\"Director, Product Marketing\" photo=\"537585\"][\/component_bio_block][component_bio_block name=\"Greg Thomas\" title=\"Senior Director, Thought Leadership\" photo=\"537586\"][\/component_bio_block]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Customer,Video,Improve employee experience,Level up your technology,Improve customer experience,Improve employee experience,Level up your technology,Genesys AI,Genesys Cloud EX,AI and automation,Integrations,WEM,Enterprise,Midsized,Financial,Healthcare,Industrial,Public,Retail,Technology\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/beyond-generative-ai-level-up-your-experience-with-genesys-cloud-ai?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Beyond generative AI: Level up your experience with Genesys Cloud AI<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand webinar\r\n\r\nBeyond generative AI: Level up your experience with Genesys Cloud AI\r\nSee how you can leverage Genesys Cloud AI to access real-time insights, empower agents and deliver personalized customer interactions at scale.[mktoform cta_header=\"Watch now\" cta_button=\"Watch now\" form_p_target=\"custom\" cms_hold=\"RG\" cid_id=\"7014X000003AfbUQAS\" url=\"https:\/\/resources.genesys.com\/beyond-generative-ai\"]Artificial intelligence (AI) has transformed how contact centers interact and engage with customers by enabling data-driven personalization and smarter self-service to handle routine inquiries; supporting agents in analyzing customer interactions in real time; and providing valuable insights into customer behavior and preferences.\r\n\r\nJoin leading AI experts as they explore current generative AI adoption trends. You\u2019ll see firsthand how Genesys Cloud AI can enhance your customer experience (CX) engine by automating workflows, enabling smart personalization and improving efficiency \u2014 leading to a boost in performance and the ability to deliver personalized customer experiences at scale.[component_card card_design=\"mini\" background_color=\"bgc-lgray\"]\r\nWatch the session now and gain insights on:\r\n\r\n \tCurrent generative AI adoption trends, fears and pitfalls\r\n \tGenesys Cloud AI architecture and capabilities\r\n \tThe roadmap for Genesys Cloud AI\r\n\r\n[\/component_card]\r\nMeet the Speakers\r\n[component_bio_block name=\"Arpita Maity-Peschard\" title=\"Director, Product Marketing, AI\" photo=\"537750\"][\/component_bio_block][component_bio_block name=\"Rahul Garg\" title=\"VP, Product, AI &amp; Self Service\" photo=\"537749\"][\/component_bio_block]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Analyst,Customer,Video,Improve customer experience,Improve employee experience,Level up your technology,Genesys AI,Genesys Cloud,genesys cloud cx,AI and automation\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/redefining-cx-for-the-age-of-ai?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Analyst Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Redefining CX for the age of AI<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand\r\n\r\nRedefining CX for the age of AI\r\nWhat our research and experts say about the path ahead\u200bArtificial intelligence (AI) is transforming customer experience (CX) and is quickly becoming critical for industry leaders. The latest report, \"Customer experience in the age of AI\" by Genesys, reveals that over 80% of CX leaders consider AI to be a key driver of their organization\u2019s future success. Without AI, businesses risk falling behind, losing customers and disengaging employees.\r\n\r\nJoin us to gain valuable insights from the report and hear from three industry experts as they share their knowledge on how AI is reshaping the CX landscape.\r\n\r\nDon\u2019t miss out \u2014 watch to explore:\u00a0\r\n\r\n \t\r\n\r\n \tHow leading CX professionals are harnessing the benefits of AI\r\n \tProven strategies for overcoming the challenges of AI integration\r\n \tThe future of AI in enhancing both customer and employee experiences\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\nWho should attend:\u00a0\r\n\r\nThis webinar is ideal for contact center leaders, customer service managers, business executives and anyone interested in leveraging AI to enhance their customer experience capabilities.\u00a0[mktoform cta_header=\"\" cta_button=\"Watch now\" cms_hold=\"RG\" cid_id=\"7014X000003AfMBQA0\"]\r\nMeet the speakers\r\n\r\nR \"Ray\" Wang\r\nPrincipal Analyst and Founder\u200b\r\nConstellation Research\r\n\r\nAron Meyer\r\nDigital Workplace Solutions Architect\r\nUnisys\r\n\r\nBrett Weigl\r\nSVP, AI Product Management\r\nGenesys\r\n\r\nGreg Thomas\r\nSenior Director, Thought Leadership\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Customer,Video,Improve customer experience,Improve employee experience,Level up your technology,Improve customer experience,Improve employee experience,Level up your technology,AI and automation,Cloud Migration,Integrations,Enterprise,Midsized,Financial,Healthcare,Industrial,Public,Retail,Technology\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/da-cx-cloud-from-genesys-and-salesforce-best-practices-from-early-adopters?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">CX Cloud from Genesys &#038; Salesforce Best practices from early adopters<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand webinar\r\n\r\nCX Cloud from Genesys and Salesforce: Best practices from early adopters\r\nHear from adopters on how they\u2019re leveraging the joint solution to simplify their tech stack, increase efficiency and enable agents with full customer context.[cutoff co_thick=\"2px\"]Customers expect consistency and personalization across channels. A recent study found that\u00a086% believe a company is only as good as its service. To deliver this experience, your agents need a single view that unifies critical systems of customer engagement.\r\n\r\nGenesys and Salesforce have partnered together to create a unified customer experience and relationship management solution grounded in AI that brings together the best of Contact Center as a Service and CRM software: CX Cloud from Genesys and Salesforce.\r\n\r\nJoin Kristie Mead, Director of Contact Center at Valley Strong Credit Union; Philip Hagenfeldt, Commercial System Lead at Benify; and Neil Armstrong, Senior Director of Product Architecture at Salesforce, to learn about the new partnership and jointly released solution; deep dive into the technical architecture; and discuss best practices with successful adopters. You\u2019ll walk away with:\r\n\r\n \tKey recommendations from adopters to get started fast\r\n \tQuick wins the solution can solve for such as improving agent efficiency\r\n \tStrategies for improving agent efficiency and CX personalization\r\n\r\n[mktoform cta_button=\"Watch now\" form_p_target=\"custom\" cms_hold=\"RG\" cid_id=\"7014X000003AfYcQAK\" url=\"https:\/\/resources.genesys.com\/best-practices-from-early-adopters\"]\r\nMeet the Speakers\r\n\r\nJack Nichols\r\nVP, Product Management,\r\nGenesys\r\n\r\nNeil Armstrong\r\nSenior Director, Product Architecture,\r\nSalesforce\r\nKristie Mead\r\nDirector of Contact Center,\r\nValley Strong Credit Union\r\nPhilip Hagenfeldt\r\nCommercial System Lead,\r\nBenify<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Analyst,Best Practice,Partner,Video,Improve customer experience,Level up your technology,Improve customer experience,Level up your technology,CX Cloud from Genesys and Salesforce,cx cloud,AI and automation,WEM,Enterprise,Midsized,Financial,Healthcare,Industrial,Public,Retail,Technology\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/steps-to-unify-your-tech-stack-and-build-an-ai-strategy-for-enhanced-experiences?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Analyst Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Steps to unify your tech stack and build an AI strategy for enhanced experiences<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand webinar\r\n\r\nSteps to unify your tech stack and build an AI strategy for enhanced experiences\r\nLearn how to unify critical systems and build an integrated channel strategy to simplify the agent workspace and drive customer loyalty.[cutoff co_thick=\"2px\"]In today\u2019s experience economy, staying competitive requires evolving past traditional CRM, Contact Center as a Service and workforce engagement management (WEM) integrations to a unified solution that can simplify the agent workspace, organize and combine data, enable AI capabilities and simplify delivering personalization at scale.\r\n\r\nJoin a panel of experts from Salesforce, Genesys and Deloitte as they show how to unify your CRM system and contact center to build a robust channel and AI strategy that improves customer experience personalization, agent efficiency and customer loyalty.\r\n\r\nThe discussion will address the major challenges you face:\r\n\r\n \tRising customer expectations: Learn how to meet customers where they are and ensure consistent, high-quality experiences across all channels.\r\n \t\u201cDo more with less\u201d: See how AI and WEM can enhance self-service capabilities, upskill employees and streamline operations.\r\n \tDisconnected systems: Discover strategies for unifying your tech stack and simplifying your operations to improve efficiency and reduce cost of ownership.\r\n \tLack of data integration: See how to simplify data integration to enrich AI, enhancing both the customer and agent experience.\r\n\r\n[mktoform form_p_target=\"custom\" cta_button=\"Watch now\" form_known=\"noknown\" form_reach=\"noreach\" form_type=\"advanced\" advance_fields=\"%5B%7B%22af_type%22%3A%22text%22%2C%22af_label%22%3A%22Number%20of%20Employees%22%2C%22af_lid%22%3A%22fe460%22%2C%22af_lname%22%3A%22reusableField01Label%22%2C%22af_id%22%3A%22fe461%22%2C%22af_name%22%3A%22reusableField01Value%22%2C%22af_required%22%3A%22required%22%2C%22af_opt_design%22%3A%22stacked%22%2C%22select_option%22%3A%22%255B%257B%257D%255D%22%7D%2C%7B%22af_type%22%3A%22checkbox%22%2C%22af_label%22%3A%22I%20agree%20to%20receive%20emailed%20reports%2C%20articles%2C%20and%20event%20invitations.%20I%20understand%20I%20may%20unsubscribe%20at%20any%20time%20by%20clicking%20the%20link%20included%20in%20emails.%22%2C%22af_lid%22%3A%22fe462%22%2C%22af_lname%22%3A%22reusableField02Label%22%2C%22af_id%22%3A%22fe463%22%2C%22af_name%22%3A%22reusableField02Value%22%2C%22af_required%22%3A%22not-required%22%2C%22af_opt_design%22%3A%22stacked%22%2C%22select_option%22%3A%22%255B%257B%257D%255D%22%7D%2C%7B%22af_type%22%3A%22label%22%2C%22af_label%22%3A%22By%20submitting%20this%20form%2C%20you%20agree%20to%20have%20your%20contact%20information%2C%20including%20email%2C%20passed%20on%20to%20the%20sponsors%20of%20this%20webinar%20for%20the%20purpose%20of%20following%20up%20on%20your%20interests.%22%2C%22af_required%22%3A%22required%22%2C%22af_opt_design%22%3A%22stacked%22%2C%22select_option%22%3A%22%255B%257B%257D%255D%22%7D%5D\" cta_header=\"Watch now\" cms_hold=\"RG\" cid_id=\"7014X000003AfQkQAK\" url=\"https:\/\/www.genesys.com\/campaign\/steps-to-unify-your-tech-stack-and-build-an-ai-strategy-for-enhanced-experiences\"]\r\nMeet the Speakers\r\n[component_bio_block photo=\"528903\" name=\"Rebecca Wettemann\" title=\"CEO and Principal Analyst Valoir\"][\/component_bio_block][component_bio_block photo=\"528904\" name=\"Lee Pisacano\" title=\"SVP of Sales Service Cloud Salesforce\"][\/component_bio_block][component_bio_block photo=\"528906\" name=\"Chris Becker\" title=\"Global VP, Architecture &amp; Industry Innovation Genesys\"][\/component_bio_block][component_bio_block photo=\"528905\" name=\"Lauren Littlefield\" title=\"Managing Director Deloitte Digital\"][\/component_bio_block]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Customer,Video,Improve employee experience,Level up your technology,Improve customer experience,Improve employee experience,Level up your technology,Genesys AI,Genesys Cloud EX,AI and automation,Integrations,WEM,Enterprise,Midsized,Financial,Healthcare,Industrial,Public,Retail,Technology\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/supercharge-customer-experiences-with-conversational-and-generative-ai?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Supercharge customer experiences with conversational and generative AI<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand webinar\r\n\r\nSupercharge\r\ncustomer experiences\r\nwith conversational\r\nand generative AI\r\nSee how Genesys Cloud AI brings together multiple AI disciplines to enable organizations to predict outcomes, automate conversations and deliver\r\nreal-time agent support[mktoform cta_header=\"Watch now\" cta_button=\"Watch now\" form_p_target=\"custom\" cms_hold=\"RG\" cid_id=\"7014X000003AfOjQAK\" url=\"https:\/\/resources.genesys.com\/conversational-and-generative-ai\"]Artificial intelligence (AI) has enabled businesses to revolutionize the delivery of customer experience, automate smarter in real time and drive better customer outcomes through data-driven personalization.\r\n\r\nJoin leading experts as they explore the practical applications of AI. You\u2019ll see firsthand how Genesys Cloud AI can enhance your customer experience (CX) engine with predictive, conversational and generative AI \u2014 leading to cost savings while unlocking new revenue streams.[component_card card_design=\"mini\" background_color=\"bgc-lgray\"]\r\nWatch the session now and gain insights on:\r\n\r\n \tThe business impact of customer and employee experience\r\n \tHow Genesys Cloud AI can create immediate value\r\n \tKey capabilities of Genesys Cloud AI that can enable you to automate and personalize CX\r\n\r\n[\/component_card]\r\nMeet the Speakers\r\n[component_bio_block name=\"Arpita Maity-Peschard\" title=\"Director, Product Marketing\" photo=\"535619\"][\/component_bio_block][component_bio_block name=\"Allison Castelot\" title=\"Director, Product Marketing\" photo=\"535621\"][\/component_bio_block][component_bio_block name=\"Anthony Romero\" title=\"Director, Product Marketing\" photo=\"535620\"][\/component_bio_block]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Improve customer experience,Genesys AI,Genesys Cloud,genesys cloud cx,AI and automation,Digital,Public\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/campus-experience-digital-connections-with-tomorrows-student?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Campus experience: Digital connections with tomorrow\u2019s student<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nCampus experience: Digital connections with tomorrow\u2019s student\r\n[webinarschedulesingle]The campus experience today requires that higher education leaders demonstrate innovation, empathy and ambition to design digital connections with students to be visible and relevant. Meanwhile, the impact of AI in higher education has barely scratched the surface; it provides so much opportunity to personalize engagement, increase connectivity and accelerate automation.\r\n\r\nSo how do we produce a resilient educational experience where technology and engagement align with student expectations regarding AI \u2014 reliability, security and immediacy? Join us as Dr. Jocelyn Widmer and Ed Wozencroft, two inspiring thought leaders from higher education, share their perspectives on the digital landscape for today\u2019s students and for tomorrow\u2019s model for higher education to prepare for a global education economy comprised of an array of learners and backgrounds.\r\n\r\nWebinar key highlights:\u00a0\r\n\r\n \tHow to produce a resilient educational experience where technology and engagement align with student expectations.\r\n \tPerspectives on the current digital landscape and tomorrow\u2019s model for higher education\r\n \tAI\u2019s impact and opportunity in higher education\r\n\r\n[mktoform cta_header=\"\" cta_button=\"Watch now\" cms_hold=\"RG\"]\r\nMeet the Speakers\r\n\r\nDr. Jocelyn Widmer \r\nDean for Weapons Learning Transformation\r\nLos Alamos National Laboratory\r\n\r\nEd Wozencroft\r\nVice President for Digital Strategy &amp; CIO\r\nNJIT\r\n\r\nModerator\r\n\r\nKen Taylor \r\nNational Sales Leader - Higher Education &amp; Academic Medical Centers\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Customer,Video,Improve employee experience,Level up your technology,Improve customer experience,Improve employee experience,Level up your technology,Genesys AI,Genesys Cloud EX,AI and automation,Integrations,WEM,Enterprise,Midsized,Financial,Healthcare,Industrial,Public,Retail,Technology\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/exploring-the-art-of-the-possible-with-ai-powered-strategies?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Exploring the art of the possible with AI-powered strategies<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand webinar\r\n\r\nExploring the art\r\nof the possible with\r\nAI-powered strategies\r\n\r\nGet a set-by-step approach to implementing AI to drive\r\nreal business results\r\n[mktoform cta_header=\"Watch now\" cta_button=\"Watch now\" form_p_target=\"custom\" cms_hold=\"RG\" cid_id=\"7014X000003AfHFQA0\" url=\"https:\/\/resources.genesys.com\/ai-powered-strategies\"]Organizations across industries have been inundated with potential applications for artificial intelligence (AI). However, many businesses are still struggling to separate hype from practical applications.\r\nIn this session, join Genesys Cloud AI expert Rebecca Roberts as she demystifies AI\u2019s potential and demonstrates how to implement it effectively. You\u2019ll gain actionable insights on how to leverage AI to transform your operations and achieve real business outcomes.[component_card card_design=\"mini\" background_color=\"bgc-lgray\"]\r\nWatch the session now and gain insights on:\r\n\r\nKey trends and investments in AI\r\nHow to integrate AI to deliver value\r\nExpected business outcomes by implementing AI\r\n\r\n[\/component_card]\r\nMeet the Speaker\r\n[component_bio_block name=\"Rebecca Roberts\" title=\"Sr. Director, Product Marketing\" photo=\"533008\"][\/component_bio_block]\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Customer,Video,Improve employee experience,Level up your technology,Improve customer experience,Improve employee experience,Level up your technology,Genesys AI,Genesys Cloud EX,AI and automation,Integrations,WEM,Enterprise,Midsized,Financial,Healthcare,Industrial,Public,Retail,Technology\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/harmonizing-human-potential-and-ai?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Harmonizing human potential and AI<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand webinar\r\n\r\nHarmonizing human potential and AI\r\nExplore how AI can elevate employee and customer experiences, creating synergy for your teams that maximizes business impact[mktoform cta_header=\"Watch now\" cta_button=\"Watch now\" form_p_target=\"custom\" cms_hold=\"RG\" cid_id=\"7014X000003AfFBQA0\" url=\"https:\/\/resources.genesys.com\/harmonizing-human-potential-and-ai\"]Artificial intelligence (AI) is enabling businesses to organize and optimize knowledge and data to uncover customer buying insights and enable smart personalization.\r\n\r\nAnd within the contact center, AI is being adopted to enable agents to deliver context-driven experiences, automate simple tasks and better predict outcomes \u2014 all to reduce time spent on after-call work, lower average handle time and enable personalization at scale.\r\n\r\nWatch the session now and see firsthand how integrating AI technologies can support and empower your contact center agents, and how best to implement AI-powered tools to maximize adoption and impact.[component_card card_design=\"mini\" background_color=\"bgc-lgray\"]\r\nWatch the session now and gain insights on:\r\n\r\n \tKey shifts driving change to the traditional, reactive role of a contact center agent\r\n \tThe market direction and key opportunities for AI in employee experience\r\n \tHow AI can help agents by automating tasks and providing actionable insights\r\n\r\n[\/component_card]\r\nMeet the Speaker\r\n[component_bio_block name=\"Robert Beasley\" title=\"Sr. Director, Strategic Solutions\" photo=\"532456\"][\/component_bio_block]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Customer,Video,Improve customer experience,Improve employee experience,Level up your technology,Improve customer experience,Improve employee experience,Level up your technology,AI and automation,Integrations,WEM,Enterprise,Midsized,Financial,Healthcare,Industrial,Public,Retail,Technology\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/level-up-your-agents-with-ai-and-agent-copilot?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Level up your agents with AI and Agent Copilot<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand webinar\r\n\r\nLevel up your agents\r\nwith AI and Agent Copilot\r\nExplore Agent Copilot and see how it can reduce manual work by providing agents with real-time information, the next best action and automated summaries[mktoform cta_button=\"Watch now\" form_p_target=\"custom\" cms_hold=\"RG\" cid_id=\"7014X000003AfCxQAK\" url=\"https:\/\/resources.genesys.com\/level-up-your-agents-with-ai-and-agent-copilot\"]Contact center agents today are facing more complex queries, managing interactions across multiple channels and feeling increased pressure to meet more strict SLAs \u2014 all while trying to deliver a personalized experience.\r\n\r\nSee firsthand how Agent Copilot works alongside your agents as they serve customers, from next best action support during a live customer interaction to managing summaries and data gathering.[component_card card_design=\"mini\" background_color=\"bgc-lgray\"]\r\nWatch the session now and gain insights on:\r\n\r\n \tThe role of contact center agents is changing\r\n \tArtificial intelligence is transforming how agents work\r\n \tAgent Copilot can drive results in your contact center\r\n\r\n[\/component_card]\r\nMeet the Speaker\r\n[component_bio_block name=\"Allison Castelot\" title=\"Director, Product Marketing\" photo=\"531688\"][\/component_bio_block]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Interactive,Improve employee experience,Improve employee experience,Genesys Cloud,genesys cloud cx,WEM,Enterprise,Midsized,SMB\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/wem-knowledge-hub-round-tables-the-evolution-of-bidding?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">WEM Knowledge Hub Round Tables | The evolution of Bidding<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nLive webinar\r\n\r\nGenesys WEM Knowledge Hub Round Tables | The evolution of Bidding\r\n[cutoff co_thick=\"2px\"]Join us for an engaging session as part of the 2024 Genesys WEM Knowledge Hub Round Tables series, designed to provide you with a deep dive into the latest AI-powered functionalities of Genesys Cloud Workforce Management (WFM). These sessions are crafted to be concise and insightful, giving you a comprehensive overview of specific functionalities while offering the chance to interact with WEM experts and get your questions answered.\r\n\r\nIn this session, our panel of WEM specialists will explore two key functionalities: Work Plan Bidding and Activity Planner. Discover how these tools can transform your workforce management approach by enhancing flexibility, efficiency, and employee satisfaction.\r\n\r\nTopics:\r\n\r\n \tthe evolution of WFM in the AI-era\r\n \tWork Plan Bidding\r\n \tActivity Planner\r\n\r\nStay ahead of the curve with insights into upcoming scheduling functionalities and enhancements in Genesys Cloud WEM.\r\n\r\n-------\r\n\r\nWhether you are an existing customer who is interested in getting the most out of your existing solution or a potential customer who is looking to better understand Genesys Cloud WEM capabilities, we encourage you to attend and hear firsthand from the team responsible for this industry-leading WEM solution!\r\n\r\nIf you want to learn more about the Genesys WEM solution, our different events and activities, access content about WEM, or have any questions, visit the Genesys WEM community.[cutoff co_thick=\"2px\"][mktoform cta_header=\"Register now\" cta_button=\"Register Now!\" cms_hold=\"RG\" cid_id=\"7014X000003AfEFQA0\"]\r\nNorth America\r\n\r\n09\/04\/2024\r\n11:00 AM\u00a0 EST \/10:00 AM\u00a0 CST \/08:00 AM\u00a0 PS\r\n\r\n\r\nMeet the speakers\r\n\r\nPaul Wood\r\nStaff Product Management | PM WEM\r\nWorkforce Engagement Management\r\nGenesys\r\n\r\nEric Hagaman\r\nProduct Management Director | PM WEM\r\nWorkforce Engagement Management\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Genesys AI,Genesys Cloud,genesys cloud cx,Genesys Cloud EX\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/genesys-cloud-ai-built-different-for-instant-value?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Genesys Cloud AI: Built differently for instant value<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand webinar\r\n\r\nGenesys Cloud AI: Built differently for instant value\r\nThe excitement surrounding artificial intelligence (AI) for enhancing customer experience (CX) is overwhelming, with many promises that are often difficult to realize. AI has transitioned from being an optional strategy to a critical necessity for businesses to stay competitive.\r\n\r\nIn this webinar, discover how Genesys Cloud AI is uniquely built to stand out in the market. Learn about the significant benefits of leveraging Genesys AI technology to enhance CX in today\u2019s business landscape. And discover how our innovative approach to AI delivers a superior, sustainable experience, making Genesys Cloud AI the top choice for CX leaders seeking efficient and ethical AI-driven solutions.\r\n\r\nKey highlights:\u00a0\r\n\r\n \t\r\n\r\n \tProtecting data integrity: Ensure the security and management of both your and your customers' information\r\n \tNavigating global AI regulations: Understand contemporary AI regulations across various regions and their impact on go-to-market strategies\r\n \tAddressing context management challenges: Explore the complexities of context management in AI solutions, particularly for CX\r\n \tAssessing instant value from AI solutions: Analyze the potential of AI technologies to deliver immediate benefits\r\n\r\n\r\n\r\n[mktoform cta_button=\"Watch now\" cta_header=\"\" cms_hold=\"RG\" cid_id=\"7014X000003AffPQAS\"]\r\nMeet the speakers\r\n\r\nBrett Weigl\r\nSVP Product Management, AI\r\nGenesys\r\n\r\nRahul Garg\r\nVP Product Management, AI and Self-Service\r\nGenesys\r\n\r\nArpita Maity-Peschard\r\nDirector, Product Marketing, AI\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Customer,Video,Improve customer experience,Improve employee experience,Level up your technology,Improve customer experience,Improve employee experience,Level up your technology,AI and automation,Cloud Migration,Integrations,Enterprise,Midsized,Financial,Healthcare,Industrial,Public,Retail,Technology\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/best-practices-for-cloud-migration-with-a-proven-roi?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Move to the cloud and unleash AI-powered CX<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand webinar\r\n\r\nMove to the cloud and unleash AI-powered CX\r\nHear directly from customers about their cloud journey and see the powerful capabilities of Genesys Cloud[mktoform cta_button=\"Watch now\" cms_hold=\"RG\" cid_id=\"7014X000003Af9HQAS\"]Artificial intelligence (AI) continues to transform every area of business and open up new opportunities for growth. However, many organizations are struggling to implement AI-powered capabilities because of siloed systems and fragmented data.\r\n\r\nA cloud foundation enables the major capabilities needed to deliver end-to-end, AI-powered experiences. Watch this session now and see how the Genesys Cloud\u2122 platform delivers key capabilities to unify data, enable organizations with the full context of the customer and enable AI for the contact center.\r\n\r\nDuring the session, contact center leaders from Nationwide and Modivcare will also detail their journey to the cloud. They\u2019ll go in depth on the technical requirements they had in making the move. And they\u2019ll describe how Genesys Cloud made a significant impact on their ability to modernize their tech stack; enhance their customer and employee experience; and deliver on the promise of AI.\r\n[component_card card_design=\"mini\"]\r\nWatch the session now and gain insights on:\r\n\r\n\r\n \tKey factors that led customers to migrate to the cloud\r\n \tBenefits of the cloud migration at Nationwide and Modivcare\r\n \tKey capabilities of the Genesys Cloud platform\r\n\r\n[\/component_card]\r\nMeet the Speakers\r\n[component_bio_block name=\"John Neidhart\" title=\"Director, Contact Center Shared Technology, Nationwide Insurance\" photo=\"531124\"][\/component_bio_block][component_bio_block name=\"Richard Kasper\" title=\"Vice President, Automated Communications, Modivcare\" photo=\"531123\"][\/component_bio_block][component_bio_block name=\"Jason Alley\" title=\"Senior Director, Product Marketing, Genesys\" photo=\"531119\"][\/component_bio_block][component_bio_block name=\"Kyle Kuntz\" title=\"Vice President, CX Evolution, Genesys\" photo=\"531125\"][\/component_bio_block]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Customer,Video,Improve customer experience,Improve employee experience,Level up your technology,Improve customer experience,Improve employee experience,Level up your technology,AI and automation,Cloud Migration,Integrations,Enterprise,Midsized,Financial,Healthcare,Industrial,Public,Retail,Technology\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/steps-to-build-a-business-case-that-shows-value?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Steps to build a business case that shows value<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand webinar\r\n\r\nSteps to build a business case that shows value\r\n\r\nGet the essential components to building a compelling business case for making changes to your contact center technology\r\n[mktoform cta_button=\"Watch now\" form_p_target=\"custom\" cms_hold=\"RG\" cid_id=\"7014X000003AehNQAS\" url=\"https:\/\/resources.genesys.com\/steps-to-build-a-business-case\"]In today\u2019s experience economy, customer experience is becoming the main competitive differentiator for businesses. However, rigid legacy systems limit a company\u2019s ability to remain agile and implement new strategies to support end-to-end customer engagement.\r\n\r\nJoin Giuliano da Silva, Senior Director, Value Center of Excellence; and Jon Capetz, Director, Value Center of Excellence as they cover the essential components of a compelling business case for transforming your contact center technology. During the session, they\u2019ll share best practices; details on how to drive key conversations; tips for creating necessary alignment among stakeholders; and what agreements you\u2019ll need to select a solution that fulfills your requirements, meets your business needs today and gives you the agility to exceed customer expectations tomorrow.[component_card card_design=\"mini\" background_color=\"bgc-lgray\"]\r\nYou\u2019ll walk away with a business case blueprint and insights on how to:\r\n\r\n \tAlign business, technical and financial requirements\r\n \tQuantify value and use benchmarks to measure ROI\r\n \tConsolidate conversations across key stakeholders\r\n\r\n[\/component_card][component_card card_design=\"mini\" background_color=\"bgc-white\" card_header=\"enabled\" card_header_type=\"image\" header_bg=\"bgc-white\" cta=\"url:%23form\" header_media_file=\"446630\" header_class=\"text-center border-0 justify-content-center align-items-center d-flex\" header_height=\"85px\"]\r\n\r\n\r\n66%\r\n\r\n\r\n\r\nof buyers lack the knowledge needed to justify the value of change\r\n\r\n\r\n\r\n[\/component_card][component_card card_design=\"mini\" background_color=\"bgc-white\" card_header=\"enabled\" card_header_type=\"image\" header_bg=\"bgc-white\" cta=\"url:%23form\" header_class=\"text-center border-0 justify-content-center align-items-center d-flex\" header_media_file=\"528024\" header_height=\"85px\"]\r\n\r\n\r\n90%\r\n\r\n\r\n\r\nof B2B buyers stay at the status quo because they can't qualify disruptive benefits\r\n\r\n\r\n\r\n[\/component_card][component_card card_design=\"mini\" background_color=\"bgc-white\" card_header=\"enabled\" card_header_type=\"image\" header_bg=\"bgc-white\" cta=\"url:%23form\" header_media_file=\"528025\" header_class=\"text-center border-0 justify-content-center align-items-center d-flex\" header_height=\"85px\" header_media_width=\"60px\"]\r\n\r\n\r\n21%\r\n\r\n\r\n\r\nof organizations have created a successful business campaign for AI\r\n\r\n\r\n\r\n[\/component_card]\r\nMeet the Speakers\r\n[component_bio_block name=\"Giuliano da Silva\" title=\"Senior Director, Value Center of Excellence\" photo=\"526565\"][\/component_bio_block][component_bio_block name=\"Jon Capetz\" title=\"Director, Value Center of Excellence\" photo=\"526566\"][\/component_bio_block]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Customer,Video,Improve customer experience,Improve employee experience,Level up your technology,Improve customer experience,Improve employee experience,Level up your technology,AI and automation,Cloud Migration,Integrations,Enterprise,Midsized,Financial,Healthcare,Industrial,Public,Retail,Technology\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/cx-cloud-from-genesys-and-salesforce-best-practices-from-early-adopters?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">CX Cloud from Genesys and Salesforce Best practices from early adopters<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand webinar\r\n\r\nCX Cloud from Genesys and Salesforce: Best practices from early adopters\r\nHear from adopters on how they\u2019re leveraging the joint solution to simplify their tech stack, increase efficiency and enable agents with full customer context[cutoff co_thick=\"2px\"]Customers expect consistency and personalization across channels. A recent study found that\u00a086% believe a company is only as good as its service. To deliver this experience, your agents need a single view that unifies critical systems of customer engagement.\r\n\r\nGenesys and Salesforce have partnered together to create a unified customer experience and relationship management solution grounded in AI that brings together the best of Contact Center as a Service and CRM software: CX Cloud from Genesys and Salesforce.\r\n\r\nJoin Kristie Mead, Director of Contact Center at Valley Strong Credit Union; Philip Hagenfeldt, Commercial System Lead at Benify; and Neil Armstrong, Senior Director of Product Architecture at Salesforce, to learn about the new partnership and jointly released solution; deep dive into the technical architecture; and discuss best practices with successful adopters. You\u2019ll walk away with:\r\n\r\n \tKey recommendations from adopters to get started fast\r\n \tQuick wins the solution can solve for such as improving agent efficiency\r\n \tStrategies for improving agent efficiency and CX personalization\r\n\r\n[mktoform cta_button=\"Watch now\" form_p_target=\"custom\" form_known=\"noknown\" form_reach=\"noreach\" form_type=\"advanced\" advance_fields=\"%5B%7B%22af_type%22%3A%22text%22%2C%22af_label%22%3A%22Number%20of%20Employees%22%2C%22af_lid%22%3A%22fe460%22%2C%22af_lname%22%3A%22reusableField01Label%22%2C%22af_id%22%3A%22fe461%22%2C%22af_name%22%3A%22reusableField01Value%22%2C%22af_required%22%3A%22required%22%2C%22af_opt_design%22%3A%22stacked%22%2C%22select_option%22%3A%22%255B%257B%257D%255D%22%7D%2C%7B%22af_type%22%3A%22checkbox%22%2C%22af_label%22%3A%22I%20agree%20to%20receive%20emailed%20reports%2C%20articles%2C%20and%20event%20invitations.%20I%20understand%20I%20may%20unsubscribe%20at%20any%20time%20by%20clicking%20the%20link%20included%20in%20emails.%22%2C%22af_lid%22%3A%22fe462%22%2C%22af_lname%22%3A%22reusableField02Label%22%2C%22af_id%22%3A%22fe463%22%2C%22af_name%22%3A%22reusableField02Value%22%2C%22af_required%22%3A%22not-required%22%2C%22af_opt_design%22%3A%22stacked%22%2C%22select_option%22%3A%22%255B%257B%257D%255D%22%7D%2C%7B%22af_type%22%3A%22label%22%2C%22af_label%22%3A%22By%20submitting%20this%20form%2C%20you%20agree%20to%20have%20your%20contact%20information%2C%20including%20email%2C%20passed%20on%20to%20the%20sponsors%20of%20this%20webinar%20for%20the%20purpose%20of%20following%20up%20on%20your%20interests.%22%2C%22af_required%22%3A%22required%22%2C%22af_opt_design%22%3A%22stacked%22%2C%22select_option%22%3A%22%255B%257B%257D%255D%22%7D%5D\" cms_hold=\"RG\" cid_id=\"7014X000003AegqQAC\" url=\"https:\/\/resources.genesys.com\/best-practices-from-early-adopters\"]\r\nMeet the Speakers\r\n[component_bio_block photo=\"524185\" name=\"Jack Nichols\" title=\"VP, Product Management, Genesys\"][\/component_bio_block][component_bio_block photo=\"524187\" name=\"Neil Armstrong\" title=\"Senior Director, Product Architecture, Salesforce\"][\/component_bio_block][component_bio_block photo=\"524186\" name=\"Kristie Mead\" title=\"Director of Contact Center, Valley Strong Credit Union\"][\/component_bio_block][component_bio_block photo=\"524188\" name=\"Philip Hagenfeldt\" title=\"Commercial System Lead, Benify\"][\/component_bio_block]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Customer,Demo,Video,Improve customer experience,Level up your technology,CX Evolution,Genesys AI,Genesys Cloud,genesys cloud cx,Genesys Cloud EX,AI and automation,Integrations,Journey Management,Unified communications,WEM,Enterprise,Midsized,Financial,Healthcare,Industrial,Public,Retail,Technology\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/xperience-2024-on-demand?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Xperience 2024 On-Demand<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nWatch the CX event of the year on-demand now\r\n\r\nGet 3-days of keynotes from Xperience 2024 and see how Genesys will help you deliver on your experience vision with the latest in digital, AI, journey management and orchestration.\r\n[mktoform cta_header=\"Register now\" cta_button=\"Watch now\" form_p_target=\"custom\" cid_id=\"7014X000003AeWLQA0\" url=\"https:\/\/resources.genesys.com\/xperience-2024-on-demand-lp\"]\r\nGet future-ready \u2014 now.\r\nLearn what it takes to deliver industry-leading customer and employee experiences.\r\n[component_card card_design=\"mini\" media_size=\"thumbnail\" background_color=\"bgc-white\" cta=\"url:%23form|title:Watch%20now\" media=\"522187\"]\r\nAccelerating the new era of AI with experience orchestration\r\nSee how AI is changing the way organizations build relationships with their customers and employees.[\/component_card][component_card card_design=\"mini\" media_size=\"thumbnail\" background_color=\"bgc-white\" cta=\"url:%23form|title:Watch%20now\" media=\"522188\"]\r\nAchieving proven results with AI innovation\r\nDiscover how industry leaders transformed and scaled their businesses with the latest AI technology.[\/component_card][component_card card_design=\"mini\" media_size=\"thumbnail\" background_color=\"bgc-white\" cta=\"url:%23form|title:Watch%20now\" media=\"522177\"]\r\nCreating the future of CX together\r\nGain valuable insights on next steps in your experience transformation journey to deepen customer loyalty and employee engagement.[\/component_card]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Improve customer experience,Improve employee experience,Level up your technology,Improve customer experience,Improve employee experience,Level up your technology,Genesys AI,Genesys Cloud,genesys cloud cx,AI and automation,Enterprise\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/effortless-ai-an-ai-adoption-model-for-customer-experience?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Effortless AI: An AI-Adoption Model for Customer Experience<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand webinar\r\n\r\n[this_page_title]\r\nUnderstanding the significance of leveraging AI technology to enhance CX in the modern business landscape.Adopting artificial intelligence (AI) for customer experience (CX) enhancement isn\u2019t just an option \u2014 it\u2019s a necessity. To stand out, companies must adeptly implement AI. However, the challenge lies in leveraging the transformative power of AI and in knowing where to begin.\u00a0\r\n\r\nOur framework-based approach to AI adoption balances short-term value realization with long-term strategy. In each step of this model, you\u2019ll adopt capabilities that deliver quick returns while laying the groundwork for even greater value later.\u00a0\r\n\r\nWatch this webinar to learn:\u00a0\r\n\r\n \t\r\n\r\n \tA progressive five-step AI adoption model\u00a0\r\n \tThe key parameters for AI selection in CX\u00a0\r\n \tHow organizations can expedite time to value with AI implementation\u00a0\r\n \tWhy point solutions are insufficient for CX enhancement\u00a0\r\n \tWhether your data (and your customers\u2019 data) is securely managed\u00a0\r\n\r\n\r\n\r\n[mktoform cta_button=\"Watch now\" cta_header=\"Watch now\" cms_hold=\"RG\" cid_id=\"7014X000003AfM1QAK\"]\r\nMeet the speakers\r\n\r\nArpita Maity-Peschard\r\nDirector, Product Marketing, AI\r\nGenesys\r\n\r\nRahul Garg\r\nVP, Product, AI &amp; Self-Service\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Partner\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/wealth-management-client-experience-and-the-impact-of-generative-ai?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Partner Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Wealth Management Client Experience and the Impact of Generative AI<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nWealth Management Client Experience and the Impact of Generative AI\r\nOn-Demand Webinar\r\n[mktoform cta_header=\"\" cta_button=\"Watch now\" cid_id=\"7014X000002mm1CQAQ\"]Hear from wealth management experts from Genesys and AWS about how to navigate the changing client experience landscape. Learn how to leverage cloud technology to optimize your service model, balance shifting priorities, and enable goals-based wealth management. We'll also explore how new technologies like generative artificial intelligence (AI) can enhance the client experience.\r\nWebinar Takeaways:\r\n\r\n \tLearn about the evolution of the different service models, including Advisor-led, Self-serve and Hybrid approaches and growing client needs from UHNWI, HNWI, Family office, and Mass affluent customers\r\n \tGain a deeper understanding of client experience priorities including: onboarding, service and channels, personalization, security and education\/financial literacy\r\n \tUnderstand the potential and client use cases for generative AI \u2013 what\u2019s real now and what\u2019s coming next, the approach, and using it for internal vs. external workflows\r\n\r\n\r\nIn collaboration with:\r\n[component_card media_size=\"nomedia\" background_color=\"bgc-navy\"][\/component_card]\r\nSpeakers\r\nDavid Porter\r\nManaging Director, Genesys\r\n\r\nDavid serves as the leader of the Financial Services sector at Genesys, helping some of the world\u2019s largest banks, insurance, and wealth management firms to create a better customer experience. Before Genesys, David spent his career working with customers while at JP Morgan Chase, American Express and Lloyds Bank.Christopher R. McDonald\r\nLeader, Wealth Management Sector, AWS\r\n\r\nChris serves at the Industry Specialist of Capital Markets at AWS. He has over 20 years of experience with roles focused on global product management, compliance and regulation at Bloomberg and executive management roles at Goldman Sachs, JP Morgan Chase.David Penn\r\nModerator, Research Analyst, Finovate\r\n\r\nDavid Penn is a Research Analyst with Finovate. He has 20 years of experience as a writer, blogger, and journalist covering the financial markets, small businesses, and technology. He is the author of Finovate Global, a weekly look at fintech in developing markets around the world.<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Analyst,AppFoundry,Interactive,Improve employee experience,Improve customer experience,Genesys Cloud,genesys cloud cx,AI and automation,WEM,Enterprise,Midsized,SMB\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/genesys-and-salesforce-unifying-ccaas-wem-and-crm?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Analyst Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Genesys and Salesforce: Unifying CCaaS, WEM and CRM<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand webinar\r\n\r\nGenesys and Salesforce: Unifying CCaaS, WEM and CRM\r\n\r\nLearn how to simplify your tech stack, unify customer data and enable agents\r\n[cutoff co_thick=\"2px\"]Customers desire consistency and personalization across interaction channels. And your agents need a single customer and interaction view to provide efficient service. To deliver on the expectations of today\u2019s experience economy, you need to unify critical systems of engagement, including Contact Center as a Service (CCaaS) and CRM systems.\r\n\r\nGenesys and Salesforce have partnered to create a unified artificial intelligence (AI)-powered customer experience and relationship management solution: CX Cloud from Genesys and Salesforce.\r\n\r\nJoin Sheila McGee-Smith, President and Principal Analyst at McGee-Smith Analytics; Rekha Srivatsan, VP of Product Marketing at Salesforce; and Jack Nichols, VP of Product Management at Genesys, to learn how joint product teams from these two industry leaders are redefining customer and employee experiences to power more deeply connected, end-to-end journeys.\r\n\r\nYou\u2019ll walk away with:\r\n\r\n \tHow a CRM and CCaas will unify the CX and EX\r\n \tTop tools to support and scale your agents\r\n \tBest practices to personalize the CX with AI\r\n\r\n[mktoform cta_button=\"Watch now\" form_known=\"noknown\" form_reach=\"noreach\" form_type=\"advanced\" advance_fields=\"%5B%7B%22af_type%22%3A%22text%22%2C%22af_label%22%3A%22Number%20of%20Employees%22%2C%22af_lid%22%3A%22fe460%22%2C%22af_lname%22%3A%22reusableField01Label%22%2C%22af_id%22%3A%22fe461%22%2C%22af_name%22%3A%22reusableField01Value%22%2C%22af_required%22%3A%22required%22%2C%22af_opt_design%22%3A%22stacked%22%2C%22select_option%22%3A%22%255B%257B%257D%255D%22%7D%2C%7B%22af_type%22%3A%22checkbox%22%2C%22af_label%22%3A%22I%20agree%20to%20receive%20emailed%20reports%2C%20articles%2C%20and%20event%20invitations.%20I%20understand%20I%20may%20unsubscribe%20at%20any%20time%20by%20clicking%20the%20link%20included%20in%20emails.%22%2C%22af_lid%22%3A%22fe462%22%2C%22af_lname%22%3A%22reusableField02Label%22%2C%22af_id%22%3A%22fe463%22%2C%22af_name%22%3A%22reusableField02Value%22%2C%22af_required%22%3A%22not-required%22%2C%22af_opt_design%22%3A%22stacked%22%2C%22select_option%22%3A%22%255B%257B%257D%255D%22%7D%2C%7B%22af_type%22%3A%22label%22%2C%22af_label%22%3A%22By%20submitting%20this%20form%2C%20you%20agree%20to%20have%20your%20contact%20information%2C%20including%20email%2C%20passed%20on%20to%20the%20sponsors%20of%20this%20webinar%20for%20the%20purpose%20of%20following%20up%20on%20your%20interests.%22%2C%22af_required%22%3A%22required%22%2C%22af_opt_design%22%3A%22stacked%22%2C%22select_option%22%3A%22%255B%257B%257D%255D%22%7D%5D\" cta_header=\"Watch now\" cms_hold=\"RG\" cid_id=\"7014X000002evr2QAA\"]\r\nMeet the Speakers\r\n\r\nSheila McGee-Smith\r\nPresident &amp; Principal Analyst\r\nMcGee-Smith Analytics\r\n\r\nRekha Srivatsan\r\nVP of Product Marketing\r\nSalesforce\r\nJack Nichols\r\nVP of Product Management\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Improve customer experience,Improve employee experience,Genesys Cloud,genesys cloud cx,Genesys Cloud EX,Enterprise,Midsized,SMB\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/navigating-the-future-cx-and-ex-trends-of-2024?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Navigating the future: CX and EX trends of 2024<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nNow available\r\n\r\nNavigating the future:\r\nCX and EX trends of 2024\r\nThe world\u2019s innovators are setting higher experience expectations \u2014 leaving little patience for poor performance. In fact, one-third of consumers switched brands in the past year after a negative customer experience.\r\n\r\nTo help businesses innovate and optimize customer engagement, we\u2019ve gathered five industry experts to explore the five trends that will accelerate customer and employee experience in the year ahead \u2014 allowing you to meet and exceed these new engagement expectations.[mktoform cta_button=\"Watch now\" form_reach=\"noreach\" cids_overwrite=\"aod\" cta_header=\"\" cid_id=\"7014X000002evYXQAY\"][cutoff co_thick=\"2px\"]\r\nWatch now to stay ahead of the curve and learn why:\r\n\r\n\r\n \tBrands will use every touchpoint in the customer journey to continually deepen the relationship\r\n \tArtificial intelligence will create a world without questions\r\n \tEnd-to-end customer experience transformation will require three AI technologies\r\n \tAnd much more\r\n\r\n\r\nMeet the speakers\r\n\r\nNerys Corfield\r\nDirector,\r\nInjection Consulting\r\n\r\nChristina \"CK\" Kerley\r\nInnovation Speaker,\r\nTrainer and Futurist,\r\nallthingsCK\r\n\r\nMerijn te Booij\r\nGeneral Manager of\r\nWorkforce Engagement Management,\r\nGenesys\r\n\r\nBrent Leary\r\nCo-founder and Partner,\r\nCRM Essentials LLC\r\n\r\nMichael Maoz\r\nSenior Vice President\r\nof Innovation Strategy,\r\nSalesforce\r\n\r\nGinger Conlon\r\nDirector of\r\nThought Leadership,\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Improve customer experience,Improve employee experience,Genesys AI,AI and automation\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/customer-experience-horizons?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">CX Horizons<\/h3><div class=\"metadata-search\" style=\"display:none !important\">Watch nowOn demand webinar\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\nVenesa Musovic Guillaume\r\nLead Editor, Customer\r\nExperience Magazine\r\nDennis Wakabayashi\r\nChief Collaboration Officer,\r\nTeam Wakabayashi\r\n\r\nGinger Conlon\r\nThought Leadership Director,\r\nGenesys\r\n\r\n\r\n\r\n\r\nCustomer Experience Horizons\r\nThe future of CX is here.\r\nGet ready for what\u2019s next.\r\n[cutoff co_thick=\"2px\"]One-third of consumers switched brands in the past year after a negative customer experience. As their expectations for seamless assisted and unassisted customer experience (CX) continue to rise, businesses are under enormous pressure to innovate and optimize customer engagement.\r\n\r\n\u201cCustomer Experience Horizons\u201d is a new report by MIT Technology Review Insights that explores how businesses across industries will rethink the future of CX, the value proposition for employees and the role of the contact center.[mktoform cta_header=\"\" cta_button=\"Watch now\" form_p_target=\"custom\" form_reach=\"noreach\" cid_id=\"7014X000002evYSQAY\" url=\"https:\/\/resources.genesys.com\/cx-horizons-webinar\"][webinarschedulesingle][cutoff co_thick=\"2px\"]\r\nYou\u2019ll learn how to:\r\n\r\n\r\n \tBuild a foundation of journey-based insights to power your contact center\r\n \tPinpoint high-impact opportunities to remove friction and enhance contact center performance\r\n \tDesign and build seamless automated and guided journeys to improve customer and employee experiences\r\n \tScale your journey insights program using purpose-built technology\r\n\r\n\r\nMeet the speakers\r\n\r\nJane Hendricks\r\nProduct Marketing Director, AI\r\nGenesys\r\n\r\nRahul Garg\r\nVP Product Management, AI and Self-Service\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Video,Grow your business,Improve customer experience,Improve employee experience,Level up your technology,Grow your business,Improve customer experience,Improve employee experience,Level up your technology,Analytics and reporting,Digital,Integrations,Journey Management,WEM,Enterprise,Midsized,SMB\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/experience-economy-fireside-chat?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Experience Economy Fireside Chat<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nDisruptive leadership:\r\n\r\nDiscover a new approach for experience measurement\r\n\r\nThe experience economy is primed for disruption\r\nJoin Charlene Li, Peter Graf and James Xiao as they explore why there is strong industry desire for a new experience measurement solution.\r\n\r\nFor decades, organizations have relied on Net Promoter Score (NPS), Customer Satisfaction (CSAT) and similar metrics to measure experiences. But as customer and employee expectations have continued to rapidly evolve, it\u2019s clear these measurement practices haven\u2019t kept pace to provide actionable experience insights that lead to meaningful, human-centric business improvements.\r\n\r\nIt\u2019s time to disrupt the status quo and pinpoint why experiences succeed or fail.\r\n\r\nDuring the session, speakers explore a new experience measurement methodology that distills employee and customer feedback into actionable insights that can help you improve loyalty.[mktoform cta_header=\"Watch now\" cta_button=\"Watch the fireside chat\" form_p_target=\"custom\" cids_overwrite=\"aod\" url=\"https:\/\/www.genesys.com\/resources\/xi-fireside-chat-thank-you\" cid_id=\"7014X000002PeZsQAK\"]JTNDZGl2JTIwY2xhc3MlM0QlMjJtYi0yJTIyJTNFJTNDJTJGZGl2JTNF[videolightbox gb_format=\"image\" gb_align=\"align-center\" gb_link=\"https:\/\/www.youtube.com\/embed\/vkmC_fGpDds?rel=0\" gb_img=\"498857\"]\r\nWatch the fireside chat preview\r\n\r\nDuring this session, you'll hear from\r\n[component_card content_alignment=\"text-center\" media_size=\"nomedia\" background_color=\"bgc-navy\" card_header=\"enabled\" card_header_type=\"image\" header_media_file=\"498849\"]Peter Graf\r\nChief Strategy and Operations Officer, Genesys\r\n[\/component_card][component_card content_alignment=\"text-center\" media_size=\"nomedia\" background_color=\"bgc-navy\" card_header=\"enabled\" card_header_type=\"image\" header_media_file=\"498847\"]Charlene Li\r\nDigital Transformation and Disruptive Leadership Expert, Featured Speaker\r\n[\/component_card][component_card content_alignment=\"text-center\" media_size=\"nomedia\" background_color=\"bgc-navy\" card_header=\"enabled\" card_header_type=\"image\" header_media_file=\"498848\"]James Xiao\r\nExperience Innovation Director, Genesys\r\n[\/component_card]\r\nHow status quo approaches fall short\r\n\r\n \t40% of organizations can\u2019t explain why their experience metrics rise or fall 3\r\n \t82% of organizations agree that their experience levels are low and that this negatively impacts their business delivery or success\u00a02\r\n \t65% of executives say improving customer experience is a high priority for their organization\u00a03\r\n \t31% of consumers say they have stopped using a company after a negative customer service interaction\u00a01\r\n\r\n1 \u201cThe State of Customer Experience,\u201d Genesys, 2023\r\n2 \u201c2023 Global Customer Experience Report,\u201d NTT\r\n3 \"Beyond NPS: CX Measurement Reimagined,\" Harvard Business Review and Genesys, 2022\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Improve customer experience,Improve employee experience,Level up your technology,Genesys Cloud,genesys cloud cx,Enterprise,Midsized,SMB,Healthcare\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/ccaas-and-ehr-integrations-improving-patient-outcomes-and-care-team-experience?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">CCaaS and EHR Integrations: Improving Patient Outcomes and Care Team Experience<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand webinar\r\n\r\n[this_page_title]\r\nIn today\u2019s healthcare landscape, it is more important than ever to have a communication platform that seamlessly integrates with your EHR (Electronic Health Records)\u00a0system.\u00a0\u00a0In this webinar, we discuss the benefits of integrating CCaaS (contact center as a service) and EHR systems.\r\n\r\nWatch the recording to see the key benefits of integration:\r\n\r\n \tEfficiently route patients to the right resource\u00a0\r\n \tProvide real-time patient data for informed decisions\u00a0\r\n \tEmpower patients through self-service for up to 25% higher satisfaction\u00a0\r\n \tStreamline care management from access to follow-up\u00a0\r\n \tEquip agents for quicker issue resolution\u00a0\r\n \tBoost care team satisfaction with less training\u00a0\r\n \tShorter calls, no information repetition\u00a0\r\n\r\n[mktoform cta_header=\"Register now\" cta_button=\"Watch now\" cms_hold=\"RG\" cid_id=\"7014X000002Pe7xQAC\"]\r\nMeet the Speaker\r\n\r\nTara Mahoney\r\nManaging Director, Global Healthcare Industry\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Grow your business,Improve customer experience,Level up your technology,Genesys AI,Genesys Cloud,genesys cloud cx,AI and automation,Analytics and reporting,Digital,Enterprise,Midsized,SMB\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/revolutionizing-customer-engagement?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Revolutionizing Customer Engagement<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nLive webinar on Thurs, Sept 21 @ 11:00am EST\r\n\r\nRevolutionizing customer engagement\r\n\r\nUnveiling the Power of Genesys GenAI &amp; Salesforce Integration\r\n[cutoff co_thick=\"2px\"]\r\nWe\u2019ll explore these groundbreaking CX innovations:\r\n[component_card format=\"horizontal\" icon_genesys=\"fak fa-gen-arrow-right\" icon_color=\"text-white\" background_color=\"bgc-orange\"]\r\nIn this session, join Brett Weigl as he unveils the game-changing capabilities and roadmap of Genesys GenAI.\r\n[\/component_card][component_card format=\"horizontal\" icon_genesys=\"fak fa-gen-arrow-right\" icon_color=\"text-white\" background_color=\"bgc-yellow\"]\r\nJoin us to explore the transformative impact and significant implications of the recent Salesforce Service Cloud + Genesys Cloud native integration for our partner ecosystem in this insightful discussion.\r\n[\/component_card][component_card format=\"horizontal\" icon_genesys=\"fak fa-gen-arrow-right\" icon_color=\"text-white\" background_color=\"bgc-teal\"]\r\nIn a rapid-fire session led by Don Huovinen, we'll unveil the latest statistics on Genesys Cloud, showcase recently released features, and provide exclusive insights into our roadmap for the future.\r\n[\/component_card][cutoff co_thick=\"2px\"]Join us for an exclusive webinar designed to ignite innovation and empower your customer engagement strategy. In this dynamic session, you'll explore game-changing insights into Genesys GenAI capabilities and roadmap, uncover the monumental impact of the Salesforce Service Cloud + Genesys Cloud native integration, and gain a firsthand look at Genesys Cloud's latest stats, features, and future direction.\r\n\r\nDesigned with Accenture and our valued partners in mind, this event is your gateway to staying at the forefront of customer experience innovation.\r\nMeet the Speakers\r\n[cutoff co_thick=\"2px\"]\r\nNehal Mehta (Host)\r\nDirector, Global Strategic Alliances\r\nGenesys\r\n\r\nBrett Weigl\r\nGeneral Manager, Digital, AI and Journey Analytics\r\nGenesys\r\n\r\nDon Huovinen\r\nSr. Director, Genesys Cloud Commercial Ops\r\nGenesys\r\n\r\nJack Nichols\r\nVice President, Product Management\r\nGenesys\r\n[component_button content_alignment=\"text-center\" primary_cta=\"url:https%3A%2F%2Fgenesys.zoom.us%2Fwebinar%2Fregister%2FWN_IEDdMCoMTw-Kk5VxmCilNA%3FelqTrack%3Dtrue%23%2Fregistration|title:Register%20Now|target:_blank\"]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Improve customer experience,Improve employee experience,Genesys AI,AI and automation\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/generative-ai-101-whats-now-whats-next?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Generative AI 101: What&#8217;s now, what&#8217;s next?<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand webinar\r\n\r\nGenerative AI 101:\r\nWhat\u2019s now, what\u2019s next?\r\n[cutoff co_thick=\"2px\"]Generative AI and large language models have taken the world by storm, sparking a lot of interest and generating high expectations for transformative use cases. But until you separate the hype from reality, it\u2019s impossible to know where it fits into customer experience (CX) strategy.\r\n\r\nIn this 20-minute session, Genesys AI leaders explain the power and possibilities of generative AI \u2013 its history, recent advances and what's driving interest. They also take a closer look at how a thoughtful and ethical approach to implementing generative AI lays the groundwork for genuine CX transformation.[mktoform form_p_target=\"custom\" cta_button=\"Watch now\" form_reach=\"noreach\" cta_header=\"\" cid_id=\"7014X000001z1CDQAY\" url=\"https:\/\/resources.genesys.com\/ai-program-narrative-use-generative-ai\"]\r\nMeet the speakers\r\n\r\nJane HendricksProduct Marketing Director, AI\r\nGenesys\r\n\r\nRahul GargVP Product Management, AI and Self-Service\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Analyst,Grow your business,Improve customer experience,Improve employee experience,Level up your technology,Genesys AI,AI and automation\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/unleashing-the-power-and-possibility-of-ai?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Analyst Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Unleashing the power and possibility of AI<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand\r\n\r\nUnleashing the power and possibility of AI\r\nHow predictive, conversational and generative AI improve CX outcomes\u00a0[cutoff co_thick=\"2px\"]Some contact centers are using artificial intelligence (AI) to automate service, improve efficiency and personalize customer interactions. But many organizations are still undecided about how to leverage the power of AI.\r\n\r\nThe recent buzz about generative AI has sparked renewed interest in AI, but it hasn\u2019t delivered a clear answer to the age-old question: Where do we start?\r\n\r\nJoin leading AI experts as they explore the practical applications of AI across multiple dimensions in modern contact centers. Discover how the evolution of AI has opened new opportunities for innovation and learn how to harness its power to achieve remarkable results.\r\n\r\nTake home new knowledge for harnessing the power and potential of AI to create new service models, drive down costs and improve customer experience outcomes.\r\nKey webinar highlights:\r\n\r\n\r\n \tExplore exactly how AI is evolving to revolutionize customer service and operational efficiency\r\n \tDelve into the ways AI can enhance customer experiences and boost satisfaction\r\n \tDiscover how to integrate generative AI into your customer experience strategy and deliver measurable value\r\n\r\n[mktoform cta_header=\"Watch now\" cta_button=\"Watch now\" cid_id=\"7014X000001z0qHQAQ\"]\r\nMeet the speakers\r\n\r\nJane Hendricks\r\nProduct Marketing Director, AI\r\nGenesys\r\n\r\nDavid Myron\u00a0\r\nPrincipal Analyst, Customer Engagement\r\nOmdia\r\n\r\n\r\n\r\n\r\nWho should attend:\u00a0\r\n\r\nThis webinar is ideal for contact center leaders, customer service managers, business executives and anyone interested in leveraging AI to enhance their customer experience capabilities.\u00a0<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Improve customer experience,Improve employee experience,Enterprise,Midsized,SMB,Financial\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/revolutionizing-customer-service-three-ways?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Revolutionizing customer service: Three ways to empower your contact center with journey analytics<\/h3><div class=\"metadata-search\" style=\"display:none !important\">Watch nowOn-demand webinar\r\n\r\n\r\n\r\n\r\nVasu Srinivasan\r\nSenior Analyst, Forrester\r\n\r\n\r\n\r\n\r\nRevolutionizing customer service:\r\n\r\nThree ways to empower your contact center with journey analytics\r\nJoin us for an information-packed webinar featuring Forrester Senior Analyst Vasupradha Srinivasan and learn how to use journey analytics to transform your contact center. In this session, you\u2019ll gain insights on how to enhance self-service and equip your frontline staff to provide seamless customer experiences by measuring, monitoring and optimizing customer journeys.\r\n\r\n\r\n\r\n[mktoform cta_button=\"Watch now\" cids_overwrite=\"aod\" cta_header=\"Register\" cms_hold=\"RG\" cid_id=\"7014X000002iWwyQAE\"]\r\nYou\u2019ll learn how to:\r\n\r\n\r\n \tBuild a foundation of journey-based insights to power your contact center\r\n \tPinpoint high-impact opportunities to remove friction and enhance contact center performance\r\n \tDesign and build seamless automated and guided journeys to improve customer and employee experiences\r\n \tScale your journey insights program using purpose-built technology\r\n\r\n\r\nMeet the speaker:\r\n\r\n\u00a0\r\nVasu Srinivasan\r\nSenior Analyst, Forrester\r\n\r\n\r\n\r\n\r\n\r\nYOU'LL LEARN HOW TO:\r\n\r\n\r\n \t\r\n\r\n \t\r\n\r\n \tBuild a foundation of journey-based insights to power your contact center\r\n \tPinpoint high-impact opportunities to remove friction and enhance contact center performance\r\n \tDesign and build seamless automated and guided journeys to improve customer and employee experiences\r\n \tScale your journey insights program using purpose-built technology\r\n\r\n\r\n\r\n\r\n\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Grow your business,Improve customer experience,Improve employee experience,Level up your technology,CX Evolution,Genesys Cloud,genesys cloud cx,Cloud Migration\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/contact-center-modernization-from-legacy-to-cloud-for-improved-cx?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Contact Center Modernization: From Legacy to Cloud for Improved CX<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nLive Webinar\r\n\r\nContact Center Modernization: From Legacy to Cloud for Improved CX\r\n[webinarschedulesingle]Discover the power of modernizing your contact center to meet customer expectations and adapt to evolving environments with journey orchestration.\r\n\r\nIn this webinar you will learn how to simplify advancing your CX practice as well as the crucial first steps of contact center modernization, including performance baselining, designing customer-centric flows, and leveraging journey analytics for improved efficiency.\r\n\r\nWatch now to learn how to:\r\n\r\n \tDocument performance improvements and measure ROI\u00a0\r\n \tStreamline self-service flow design and development\u00a0\r\n \tMonitor and track performance changes during migration\u00a0\r\n \tSwiftly address emerging issues before they escalate\u00a0\r\n\r\nDon't miss this opportunity to lay the foundation for a successful contact center modernization and accelerate your CX evolution.[mktoform cta_header=\"Register\" cta_button=\"Watch Now\" cms_hold=\"RG\" cid_id=\"7014X000002iW0aQAE\"]\r\nMeet the Speakers\r\n\r\nDon Spaulding\r\nSr. Principal - Business Strategy\r\nVerizon\r\n\r\nIan Felder\r\nSr. Product Marketing Manager\r\nGenesys\r\n\r\nAndrew McInnes\r\nVice President, Americas\r\nPointillist by Genesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/cx-and-digital-transformation-managing-the-complex-puzzle?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">CX and Digital Transformation: Managing the Complex Puzzle<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nPartner Webinar\r\n\r\n[this_page_title]\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]In today's business landscape, CX is the battleground for enterprises. Customers have choices and are quick to switch brands after a single poor experience.\r\n\r\nTo measure the impact of technology investments on business, companies need to manage customer journeys across all touchpoints.\r\n\r\nJoin our webinar to learn how customer journey analytics with Pointillist fits into the Genesys experience orchestration ecosystem and discover practical examples to get started.[mktoform cta_button=\"Register Now\" cms_hold=\"RG\" cid_id=\"7014X000002mlk6QAA\"]\r\nMeet the Speaker\r\n\r\nTim Friebel\r\nGlobal Experience Transformation Lead\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Improve customer experience,Improve employee experience,Enterprise,Midsized,SMB,Financial\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/benchmarking-the-banking-experience?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Benchmarking the Banking Experience<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nMeet the speakers:\r\nWatch now[webinarschedulesingle]\r\nDavid Porter\r\nIndustry Director\u202fof Global Financial Services, Genesys\r\n\r\nClaire Beatty\r\nSenior Director of Thought Leadership, Genesys\r\n\r\nBenchmarking the banking experience\r\nAlmost two-thirds of banking leaders say continuous innovation is raising customer expectations and almost half admit they struggle to keep up. And a new Genesys report into the consumer banking experience finds frustration at every stage \u2014 from opening accounts to self-serving for daily banking needs.\r\n\r\nJoin us as we explore the insights, opportunities and path forward for financial services providers wanting to empower consumers with seamless journeys.\r\n\r\n\r\n\r\n[mktoform cta_button=\"Watch now\" cids_overwrite=\"aod\" cta_header=\"Register\" cms_hold=\"RG\" cid_id=\"7014X000002u95zQAA\"]\r\nDid you know?\r\n\r\n\r\n \t\r\n\r\n \t\r\n\r\n \tOnly 25% of consumers globally feel that their banking application process was clear and transparent.\r\n \tOnly 27% of account set-up processes are frictionless and intuitive.\r\n \tWhile 54% of banking leaders say they aim to provide a personalized experience, customers admit, \"it feels generic\"\r\n\r\n\r\n\r\n\r\n\r\n\r\nMeet the speakers:\r\n\r\n\u00a0\r\nDavid Porter\r\nIndustry Director\u202fof Global Financial Services, Genesys\r\n\r\n\r\n\r\n\r\n\r\n\u00a0\r\nClaire Beatty\r\nSenior Director of Thought Leadership, Genesys\r\n\r\n\r\n\r\n\r\n\r\nDid you know?\r\n\r\n\r\n \t\r\n\r\n \t\r\n\r\n \tOnly a quarter of consumers globally feel that their banking application process was clear and transparent\r\n \tOnly 27% of account set-up processes are frictionless and intuitive\r\n \tAnd although 54% of banking leaders say they aim to provide a personalized experience, customers admit, \"it feels generic\"\r\n\r\n\r\n\r\n\r\n\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Customer,Video,Improve employee experience,Level up your technology,Improve employee experience,Genesys Cloud,genesys cloud cx,WEM\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/innovation-within-reach-three-proven-strategies-for-building-better-employee-experiences?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Customer Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Innovation Within Reach: Three proven strategies for building better employee experiences<\/h3><div class=\"metadata-search\" style=\"display:none !important\">[mktoform cta_header=\"Watch Now\" cta_button=\"Watch Now\" cid_id=\"7014X000002u9Fk\"]\r\n\u00a0Watch this digital event to:\r\n[component_card content_alignment=\"text-center\" media_size=\"thumbnail\" background_color=\"bgc-navy\" media=\"481279\" cta=\"url:%23\"]\r\nImprove your agents\u2019 day-to-day processes and workflows with generative AI and automation\r\n[\/component_card][component_card content_alignment=\"text-center\" media_size=\"thumbnail\" background_color=\"bgc-navy\" media=\"481370\" cta=\"url:%23\"]\r\nDiscover how AI-driven functionalities help supervisors and managers drive scalable business outcomes\r\n[\/component_card][component_card content_alignment=\"text-center\" media_size=\"thumbnail\" background_color=\"bgc-navy\" media=\"481284\" cta=\"url:%23\"]\r\nLearn how gamification motivates employees for greater efficiencies and better customer experiences\r\n[\/component_card]\r\nSpeakers\r\n\r\nCharlie Godfrey\r\nSr. Director, Experience Innovation, Genesys\r\n\r\nJane Hendricks\r\nDirector, Product Marketing, Genesys\r\n\r\nAnnick Duffy\r\nGlobal WEM Knowledge Hub Leader, Genesys\r\n\r\nPascal Leclerc\r\nGlobal WEM Customer Experience Leader, Genesys\r\n\r\n\r\n\r\n\r\n\r\nCharlie Godfrey\r\nSr. Director, Experience Innovation, Genesys\r\n\r\n\r\n\r\n\r\n\r\nJane Hendricks\r\nDirector, Product Marketing, Genesys\r\n\r\n\r\n\r\n\r\n\r\nAnnick Duffy\r\nGlobal WEM Knowledge Hub Leader, Genesys\r\n\r\n\r\n\r\n\r\n\r\nPascal Leclerc\r\nGlobal WEM Customer Experience Leader, Genesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/the-state-of-cx-workshop?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">The State of CX Workshop<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nMeet the Speakers\r\nWebinar available now\r\nLiz Miller\r\nVice President and Principal Analyst, Constellation Research\r\n\r\nBrett Weigl\r\nGeneral Manager of Digital, AI and Journey Analytics, Genesys\r\n\r\nClaire Beatty\r\nSenior Director of Thought Leadership, Genesys\r\n\r\nOn-Demand\u00a0Webinar\r\n\r\n\r\n\r\n\r\n\r\nThe state of\r\nCustomer Experience\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\nIt\u2019s not just a webinar \u2014 it\u2019s a workshop!\r\nJoin us for this 45-minute interactive webinar \u2013 and leave with an action plan customized to your organization.\r\nUtilizing our research-based blueprint, you'll be poised to consider, explore and strategize your next move in experience orchestration as we dive into the new era\u00a0of customer and employee experiences (and their accompanying expectations).\r\nWe've included this blueprint and additional resources you'll need to stay ahead of the competition.\r\n[mktoform cta_button=\"Watch now\" cids_overwrite=\"aod\" cta_header=\"Watch now\" cid_id=\"7011T000001YwufQAC\"]\r\nDid you know?\r\n\r\n\r\n \t71% of CX leaders worldwide are aligned around one tech priority. What is it?\u00a0\u00a0\r\n\r\n\r\n \t33% of customers switched brands in the past year due to negative interactions. Is loyalty dead?\r\n\r\n\r\n \tOnly 13% of organizations offer truly omnichannel experiences today. What gaps in digital transformation are frustrating your customers?\u00a0\u00a0\r\n\r\n\r\nMeet the Speakers\r\n\r\n\r\n\r\n\r\n\r\nLiz Miller\r\nVice President and Principal Analyst, Constellation\r\n\r\n\r\n\r\n\r\n\r\nBrett Weigl\r\nGeneral Manager of Digital, AI and Journey Analytics, Genesys\r\n\r\n\r\n\r\n\r\n\r\nClaire Beatty\r\nSenior Director of Thought Leadership, Genesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Grow your business,Improve customer experience,Level up your technology,Genesys AI,Genesys Cloud,genesys cloud cx,AI and automation,Analytics and reporting,Digital,Enterprise,Midsized,SMB\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/adaptable-cx-3-innovative-strategies-for-automation?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Adaptable CX: 3 innovative strategies for automation<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand webinar\r\n\r\nInnovation within reach\r\n\r\nAdaptable CX: 3 innovative strategies for automation\r\n[cutoff co_thick=\"2px\"]\r\nWe\u2019ll tackle these top CX challenges:\r\n[component_card format=\"horizontal\" icon_genesys=\"fak fa-gen-arrow-right\" icon_color=\"text-white\" background_color=\"bgc-orange\"]Now more than ever your customers are looking for channel convenience -- learn how to provide frictionless, tailored experiences across channels.[\/component_card][component_card format=\"horizontal\" icon_genesys=\"fak fa-gen-arrow-right\" icon_color=\"text-white\" background_color=\"bgc-yellow\"]Personalization is now a requirement for customer-centric brands. Discover how to predict customer intent that can empower you to provide one-to-one personalization.[\/component_card][component_card format=\"horizontal\" icon_genesys=\"fak fa-gen-arrow-right\" icon_color=\"text-white\" background_color=\"bgc-teal\"]Some customers have to use multiple channels to reach their goal, leading to frustrating experiences. Learn how to connect journeys across channels to better understand how to optimize CX and performance.[\/component_card][cutoff co_thick=\"2px\"]The best brands in the world deliver extraordinary experiences. And the more customers encounter them, the more they expect the same from every brand, including yours. That creates a mountain of everyday challenges for your contact center. The surest way to solve them \u2014 and deliver the exceptional experiences your customers expect \u2014 is to innovate.\r\n\r\nInnovation used to be limited to a few bold organizations that upended entire industries. Today, it\u2019s business as usual for organizations that thrive through volatility.\r\n\r\nWith a potent mix of orchestration capabilities, you can put the power to innovate at your fingertips \u2014 for exceptional experiences that build customer loyalty, drive revenue and secure your competitive edge. And as your capabilities continue to evolve, your innovation opportunities expand.\r\n\r\nWatch today to learn how you can use capabilities to innovate, solve everyday challenges and thrive.[mktoform cta_header=\"Watch now\" cta_button=\"Watch now\" cids_overwrite=\"aod\" cms_hold=\"RG\" cid_id=\"7011T000001YwL1QAK\"]\r\nMeet the Speakers\r\n[cutoff co_thick=\"2px\"]\r\nCharlie Godfrey\r\nSr. Director, Experience Innovation\r\nGenesys\r\n\r\nRebecca Roberts\r\nSr. Director, Product Marketing\r\nGenesys\r\n\r\nJane Hendricks\r\nDirector, Product Marketing\r\nGenesys\r\n\r\nIan Felder\r\nSr. Product Marketing Manager\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Customer,Improve customer experience,Improve employee experience,Genesys AI,AI and automation,Enterprise,Financial\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/how-alberta-motor-association-improved-cx-with-ai-and-self-service_live-qa?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Customer Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">How Alberta Motor Association improved CX with AI and self-service (Live Q&#038;A)<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand webinar\r\n\r\nHow Alberta Motor Association improved CX with AI and self-service\r\n[cutoff co_thick=\"2px\"]Many companies are cracking the code using AI to enable truly productive self-service for customers, and not just for simple interactions. The insurance industry is one such example where AI can be embedded into the contact center to orchestrate a better customer experience.\r\n\r\nIn this session, hear how Alberta Motor Association (AMA) is using AWS Contact Center Intelligence with Genesys Cloud to resolve calls more quickly,\u202f reduce cost per call and increase member satisfaction.\r\n\r\nLearn how you can get more out of your Genesys Cloud contact center with powerful, integrated AI solutions from AWS, our global strategic alliance partner and its AWS Contact Center Intelligence solutions.[mktoform cta_header=\"Watch now\" cta_button=\"Watch now\" form_p_target=\"custom\" form_reach=\"noreach\" cids_overwrite=\"aod\" cid_id=\"7011T000001YwLVQA0\" url=\"https:\/\/resources.genesys.com\/how-alberta-motor-association-improved-cx-with-ai-and-self-service\"]\r\nMeet the speakers\r\n\r\nDavid Porter\r\nGM Financial Services Industry\r\nGenesys\r\n\r\nMarcelo Silva\r\nProduct Manager, AI\/ML\r\nAWS\r\n\r\nMatt Sinfield\r\nAssociate VP of Technology\r\nAlberta Motor Association\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Demo,Video\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/making-omnichannel-a-reality-in-2023?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">From frustration to personalization: Making omnichannel a reality in 2023<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand webinar\r\n\r\nFrom frustration to personalization: Making omnichannel a reality in 2023\r\n[cutoff co_thick=\"2px\"]Delivering an omnichannel experience has never been more important as customers engage in new channels, demand more personalization and seek a blend of robust self-service and empathetic support. But success in achieving this is more difficult than ever.\r\n\r\nJoin Brian Cantor and Elcenora Martinez in this master class and spotlight on the Genesys Cloud\u2122 platform. You\u2019ll learn what it will take to finally make omnichannel a reality.\r\n\r\nKey topics include:\u00a0\u00a0\r\n\r\n \tNew research into what customers want from omnichannel and where brands fall short\r\n \tThe biggest causes of agent frustration and what\u2019s making matters worse\r\n \tKeys to reorchestrating customer journeys and heightening personalization at all touchpoints\r\n \tStrategies for harnessing AI to better identify and address agent frustration\r\n \tSolutions to the biggest contact center technology mistakes\r\n\r\n[mktoform cta_header=\"Watch now\" cta_button=\"Watch now\" cms_hold=\"RG\" cid_id=\"7011T000001YpSdQAK\"]\r\nMeet the Speakers\r\n\r\nElcenora Martinez\r\nSVP, Product Marketing, Digital &amp; AI\r\nGenesys\r\n[cutoff co_thick=\"2px\"]\r\nBrian Cantor\r\nPrincipal Analyst &amp; Director\r\nCEI, CCW Digital\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Demo,Video\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/how-to-personalize-customer-journeys-and-exceed-cx-standard?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">How to personalize customer journeys and exceed 2023&#8217;s new CX standard<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand webinar\r\n\r\nHow to personalize customer journeys and exceed 2023's new CX standard\r\n[cutoff co_thick=\"2px\"]While brands may acknowledge the importance of customer centricity, data shows they\u2019re not delivering. Only 20% of brands feel they\u2019re delivering seamless end-to-end experiences \u2014 and a mere 6% feel they\u2019re sufficiently personalizing interactions.\u00a0\r\n\r\nJoin Brian Cantor and Ian Felder in this Pointillist\u00ae by Genesys master class and product spotlight. You\u2019ll learn how to identify customer frustrations, connect behavior across touchpoints and deliver memorable and personalized experiences.\r\n\r\nKey topics include:\u00a0\u00a0\r\n\r\n \tWhere today\u2019s customer experiences are going wrong and why the stakes are higher than ever\u00a0\r\n \tWhat personalization will entail in 2023 and why you must achieve it across all channels\u00a0\r\n \tHow to access a \u201csingle source of truth\u201d regarding customer preferences, needs, intent and sentiments\u00a0\r\n \tPredicting customer needs and reorchestrating journeys in real time\u00a0\r\n \tWhat successful brands are doing to measure personalization\u00a0\r\n\r\n[mktoform cta_header=\"Watch now\" cta_button=\"Watch now\" cms_hold=\"RG\" cid_id=\"7011T000001YtGVQA0\"]\r\nMeet the Speakers\r\n\r\nIan Felder\r\nSenior Product Marketing Manager\r\nGenesys\r\n[cutoff co_thick=\"2px\"]\r\nBrian Cantor\r\nPrincipal Analyst &amp; Director\r\nCEI, CCW Digital\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Analyst,Video,Improve customer experience,Genesys Cloud,genesys cloud cx,Digital,Enterprise\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/why-contact-center-innovation-matters-today?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Analyst Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Why contact center innovation matters today<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand webinar\r\n\r\nWhy contact center innovation matters today\r\n[cutoff co_thick=\"2px\"]Maintaining a competitive edge increasingly demands one thing \u2014 rapid access to innovation.\r\n\r\nFor contact centers, that innovation lives in the cloud. It\u2019s a vital enabler of a modern customer experience strategy. And as premises-based contact center platforms near end of life, cloud migration is accelerating.\r\n\r\nIn the wake of this mass migration, simply being in the cloud is no longer enough. Access to innovation is the new differentiator. The greater your access, the greater your competitive edge.\r\n\r\nThat means choosing a top innovator for your cloud platform is crucial.\r\n\r\nWatch this 30-minute webinar featuring Nancy Jamison, Senior Industry Director of Digital Transformation at Frost &amp; Sullivan, to learn:\r\n\r\n \tWhich trends and technologies will define the future of the enterprise cloud contact center market\r\n \tHow to choose an innovation leader in contact center as a service \u2014 and why rankings matter\r\n \tWhy access to innovation is the key differentiator in today\u2019s CX strategy\r\n\r\n[mktoform cta_header=\"Watch now\" cta_button=\"Watch now\" cms_hold=\"RG\" cid_id=\"7011T000001Yu5RQAS\"]\r\nMeet the speakers\r\n\r\nCharlie Godfrey\r\nSr. Director, Experience Innovation\r\nGenesys\r\n\r\nNancy Jamison\r\nSr. Industry Director, Digital Transformation\r\nFrost &amp; Sullivan\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Video,Improve customer experience,Level up your technology,AI and automation,Analytics and reporting,Digital,Unified communications,Public\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/using-journey-analytics-to-map-the-constituent-journey?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Using journey analytics to map the constituent journey<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nGovernment Technology on-demand webinar\r\n\r\n[this_page_title]\r\n[cutoff co_thick=\"2px\"]State and local governments have turned to modern tools like cloud technology and artificial intelligence to keep up with the growing demand for seamless digital services. But with so many options available for modernization, it can be difficult for agencies to know which tools can best address their challenges.\r\n\r\nJourney analytics solutions leverage data to visualize end-to-end constituent journeys and pinpoint the friction that hinders positive experiences. Using journey-based technology makes it easy for agencies to determine exactly which interactions drive or prevent successful outcomes \u2014 and which you should prioritize to improve satisfaction.\r\n\r\nWatch this Government Technology on-demand webinar and learn:\r\n\r\n \tHow agencies can use journey analytics to inform system enhancement and innovation\r\n \tThe importance of understanding constituent behaviors and how to shape user experiences\r\n \tHow improving constituent experiences can empower every team across your organization\r\n \tHow journey analytics can improve operational efficiency\r\n\r\n[mktoform cta_header=\"Watch now\" cta_button=\"Watch now!\" cms_hold=\"RG\" cid_id=\"7011T000001YqnWQAS\"]\r\nMeet the Speakers\r\n\r\nSteven Boberski\u00a0\r\nPublic Sector CTO\r\nGenesys\r\n[cutoff co_thick=\"2px\"]\r\nBill Rials\r\nSenior Fellow\r\nCenter for\r\nDigital Government\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Analyst,Video,Improve customer experience,Genesys Cloud,genesys cloud cx,Digital,Enterprise\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/5-steps-to-measuring-and-managing-journey-performance?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Analyst Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">5 Steps to Measuring and Managing Journey Performance<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand webinar\r\n\r\nCustomer Journey Measurement\r\n5 steps to measuring and managing journey performance\r\n[cutoff co_thick=\"2px\"]You need to improve customer experience, but where should you focus your efforts? You know customer journeys matter, but unless your company is the exception, you probably don\u2019t know how well each customer journey performs. The solution is to evolve from traditional customer experience (CX) measurement to journey measurement, so you can better assess and predict journey performance.\r\n\r\nWatch this information-packed webinar featuring, Maxie Schmidt-Subramanian, Forrester VP and Principal Analyst, to:\r\n\r\n \tLearn a five-step process for building a journey measurement framework.\r\n \tUnderstand the importance of building a framework for measuring journey performance.\r\n \tGet tips on how to start measuring journeys or improve your existing CX measurement program.\r\n\r\n[mktoform cta_header=\"Watch now\" cta_button=\"Watch now\" form_p_target=\"custom\" cms_hold=\"RG\" cid_id=\"7011T000001YrjZQAS\" url=\"https:\/\/www.genesys.com\/campaign\/customer-journey-measurement-5-steps-to-measuring-and-managing-journey-performance\"]\r\nMeet the speakers\r\n\r\nSteve Offsey\r\nVP Marketing, Pointillist\r\nGenesys\r\n\r\nMaxie Schmidt-Subramanian\r\nVP and Principal Analyst\r\nForrester\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/partners-in-prevention-redefining-the-customer-experience?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Partners in prevention: Redefining the customer experience<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand webinar\r\n\r\n[this_page_title]\r\nTransform your policyholder relationships with digital innovation[cutoff co_thick=\"2px\"]In this on-demand webinar, you\u2019ll hear from insurance leaders about:\r\n\r\n \tWhy insurers need to shift from a repair-and-replace to a predict-and-prevent model\r\n \tHow insurers are embracing tech to enable connected experiences\r\n \tHow insurers can prepare for this shift to mitigate risk and drive new revenue opportunities\r\n\r\n[cutoff co_thick=\"2px\"]\r\nWatch a preview\r\nAs artificial intelligence technology and other innovations become more common, many insurance firms have shifted from payors to partners. They\u2019re redefining the policyholder relationship and the customer experience.\r\n\r\nThrough a predict-and-prevent model that relies on real-time data and analysis, insurers can offer dynamic strategies while getting ahead of the competition.[mktoform cta_header=\"Watch the webinar\" cta_button=\"Watch now\" cms_hold=\"RG\" cid_id=\"7011T000001Yn6TQAS\"]\r\nMeet the Speakers\r\n[cutoff co_thick=\"2px\"]\r\nWilliam Conner\r\nEMEA Insurance Leader, Alvarez and Marsal\r\n\r\nManan Sagar\r\nGlobal Insurance Industry Leader, Genesys\r\n\r\nJim Ericson\r\nConsultant, Editor Emeritus, Digital Insurance\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Video,Improve customer experience,Level up your technology,Genesys Cloud,genesys cloud cx,AI and automation,Analytics and reporting,Digital,Unified communications,Public\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/understanding-and-developing-effective-chatbots-for-government?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Understanding and developing effective chatbots for government<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nGovernment Technology on-demand webinar\r\n\r\n[this_page_title]\r\n[cutoff co_thick=\"2px\"]Studies show that chatbot usage is up significantly, but satisfaction with chatbots is decreasing. In both the private and public sectors, bots are often deployed without fully considering how they fit into the user journey. Understanding where automation will and will not be useful to constituents can help prevent bots from leading users to a dead end with no helpful alternative.\r\n\r\nWith the artificial intelligence and machine learning capabilities available today, state and local governments can create improved bot experiences that are constituent centered. Implementing bots that can deliver continuity to the user experience, including a path to hand off to a human if needed, can help build trust in government services.\r\n\r\nDuring this webinar, you\u2019ll learn:\r\n\r\n \tHow to use analytics to map the constituent journey and create bots with consideration to the perspectives of the constituent as well as the agency\r\n \tThe critical characteristics of good bots and recommendations to develop effective bots\r\n \tHow to select a bot framework with the flexibility needed to fit complex use cases\r\n\r\n[mktoform cta_button=\"Watch Now!\" cms_hold=\"RG\" cid_id=\"7011T000001YqnRQAS\"]\r\nMeet the Speakers\r\n\r\nTrevor Kelly\r\nPrincipal Solution Consultant\r\nGenesys\r\n\r\nBob Woolley\r\nCenter for Digital Government\r\nGovernment Technology\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Video,Improve customer experience,Level up your technology,AI and automation,Analytics and reporting,Digital,Unified communications,Financial\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/banking-customer-centricity-with-journey-analytics?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Banking customer centricity with journey analytics<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nFinTech Futures on-demand webinar\r\n\r\n[this_page_title]\r\n[cutoff co_thick=\"2px\"]Some leaders think customer journeys are a series of clicks on the website or steps in a process or workflow. Most firms believe that journeys are something they can control. Customer experience (CX) leaders attempt to steer consumers from point A to B to C to improve internal metrics like AUM, self-services rates, cost to serve and more.\r\n\r\nBut consumers have their own goals in mind, like refinancing their home or disputing a fraudulent charge. Some clients will use multiple channels, and some will rely on only one to complete the same transaction.\r\n\r\nThe way you measure customer journeys matters. And aligning customer goals with your institution\u2019s objectives is a strategic imperative.\r\n\r\nWatch this webinar to learn:\r\n\r\n \tWhy measuring journeys \u2013 rather than siloed interactions \u2013 is crucial in today\u2019s experience economy\r\n \tHow to use journey analytics to improve CX measurement and orchestration\r\n \tHow journey analytics enables you to establish a link between CX and business outcomes\r\n\r\n[mktoform cta_button=\"Watch Now!\" cms_hold=\"RG\" cid_id=\"7011T000001Yqn7QAC\"]\r\nMeet the Speakers\r\n[cutoff co_thick=\"2px\"]\r\nStefan Kauck\r\nBanking Industry Executive\r\nGenesys\r\n\r\nJamie Green\r\nEnterprise Sales Director\r\nGenesys\r\n\r\nDavid Edelman\r\nExecutive Advisor\r\nIndependent Board Member\r\nHarvard Business School Lecturer\r\n\r\nAlex Pugh\r\nReporter\r\nFinTech Futures\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/prepare-strategize-and-thrive?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">How to prepare, strategize and thrive in tough economic times<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\n\r\n\r\nOn-demand webinar\r\n\r\n\r\n\r\n\r\nHow to prepare, strategize and thrive in tough economic times\r\nReset and refocus to maximize the returns on your CX investments[cutoff co_thick=\"2px\"]In volatile times, there\u2019s no room for error.\r\nCustomers grow more discerning, and their expectations rise.\r\nYou can\u2019t afford to disappoint them with lackluster experiences.\r\n\r\nBut you also need to avoid unnecessary costs.\r\n\r\nTo maintain stability and protect your bottom line, you need to maximize the returns on your CX investments. It\u2019s time to reset and refocus on building resilience, strengthening customer loyalty and boosting efficiency.\r\n\r\nWatch Customer Service and Experience Advisor Adrian Swinscoe, Digital Customer Experience Transformer Leslie Paterson and Tech Executive Elcenora Martinez to learn which CX investments are crucial to prioritize while tightening your financial belt.[mktoform cta_button=\"Watch Now!\" cta_header=\"Watch Now\" cms_hold=\"RG\" cid_id=\"7011T000001YrqAQAS\"]\r\nMeet the Speakers\r\n[cutoff co_thick=\"2px\"]\r\n\r\n\r\n\r\n\r\nAdrian Swinscoe\r\nCustomer Service and Experience Advisor and Forbes Contributor\r\nPunk CX\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\nElcenora Martinez\r\nSenior Vice President Product Marketing\r\nGenesys\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\nLeslie Paterson\r\nVice President\r\nGlobal Customer Advocacy and Engagement\r\nGenesys\r\n\r\n\r\n\r\n[icon_list format=\"horizontal\" media_size=\"nomedia\"]\r\nWatch now to learn why:\r\n[\/icon_list][icon_list format=\"horizontal\" icon_genesys=\"fak fa-gen-handshake\" icon_color=\"text-light-blue\"]Understanding customers and their journeys drives loyalty and revenue[\/icon_list][icon_list format=\"horizontal\" icon_genesys=\"fak fa-gen-architecture\" icon_color=\"text-light-blue\"]Increasing operational efficiency is a smarter move than just lowering\u00a0costs[\/icon_list][icon_list format=\"horizontal\" icon_genesys=\"fak fa-gen-agent\" icon_color=\"text-light-blue\"]\r\n\r\nAttrition costs more than you think \u2014 and doesn\u2019t have to be the norm\r\n\r\n[\/icon_list][icon_list format=\"horizontal\" icon_genesys=\"fak fa-gen-architecture-2\" icon_color=\"text-light-blue\"]\r\n\r\nBuilding resilience into your tech stack is the key to thriving\u00a0in a volatile market\r\n\r\n[\/icon_list]\r\nJoin us to learn why:\r\n[cutoff co_thick=\"2px\"][icon_list format=\"horizontal\" icon_genesys=\"fak fa-gen-handshake\" icon_color=\"text-light-blue\"]Understanding customers and their journeys drives loyalty and revenue[\/icon_list][icon_list format=\"horizontal\" icon_genesys=\"fak fa-gen-architecture\" icon_color=\"text-light-blue\"]Increasing operational efficiency is a smarter move than just lowering\u00a0costs[\/icon_list][icon_list format=\"horizontal\" icon_genesys=\"fak fa-gen-agent\" icon_color=\"text-light-blue\"]\r\n\r\nAttrition costs more than you think \u2014 and doesn\u2019t have to be the norm\r\n\r\n[\/icon_list][icon_list format=\"horizontal\" icon_genesys=\"fak fa-gen-architecture-2\" icon_color=\"text-light-blue\"]\r\n\r\nBuilding resilience into your tech stack is the key to thriving\u00a0in a volatile market\r\n\r\n[\/icon_list]\r\nMeet the Speakers\r\n[cutoff co_thick=\"2px\"]\r\n\r\n\r\n\r\n\r\nAdrian Swinscoe\r\nCustomer Service and Experience Advisor and Forbes Contributor\r\nPunk CX\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\nElcenora Martinez\r\nSenior Vice President Product Marketing\r\nGenesys\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\nLeslie Paterson\r\nVice President\r\nGlobal Customer Advocacy and Engagement\r\nGenesys\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\nAdrian Swinscoe\r\nCustomer Service and Experience Advisor and Forbes Contributor\r\nPunk CX\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\nElcenora Martinez\r\nSenior Vice President Product Marketing\r\nGenesys\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\nLeslie Paterson\r\nVice President\r\nGlobal Customer Advocacy and Engagement\r\nGenesys\r\n\r\n\r\n\r\n\r\nJoin us to learn why:\r\n[cutoff co_thick=\"2px\"][icon_list format=\"horizontal\" content_alignment=\"text-center\" icon_genesys=\"fak fa-gen-handshake\" icon_color=\"text-light-blue\"]Understanding customers and their journeys drives loyalty and revenue[\/icon_list][icon_list format=\"horizontal\" content_alignment=\"text-center\" icon_genesys=\"fak fa-gen-architecture\" icon_color=\"text-light-blue\"]Increasing operational efficiency is a smarter move than just lowering\u00a0costs[\/icon_list][icon_list format=\"horizontal\" content_alignment=\"text-center\" icon_genesys=\"fak fa-gen-agent\" icon_color=\"text-light-blue\"]Attrition costs more than you think \u2014 and doesn\u2019t have to be the norm[\/icon_list][icon_list format=\"horizontal\" content_alignment=\"text-center\" icon_genesys=\"fak fa-gen-architecture-2\" icon_color=\"text-light-blue\"]Building resilience into your tech stack is the key to thriving\u00a0in a volatile market[\/icon_list]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Video,Improve customer experience,CX Evolution,AI and automation,Digital,Unified communications,Public\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/improving-constituent-experiences-with-empathetic-service-at-scale?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Improving Constituent Experiences with Empathetic Service at Scale<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nGovernment Technology on-demand webinar\r\n\r\n[this_page_title]\r\n[cutoff co_thick=\"2px\"]Government agencies recognize that seamless, efficient and connected services are critical components in rebuilding pride and trust in government. But legacy systems remain a major obstacle. And it\u2019s impossible for agencies to scale their workforce to meet the increasing demands for public services and information.\u00a0\r\n\r\nThis challenge is often solved with technology, but reducing human interactions can result in cold and impersonal constituent experiences. By prioritizing empathy along with efficiency and effectiveness, organizations can create experiences that are easy and intuitive, building trust in government services.\u00a0\r\n\r\nWatch this Government Technology on-demand webinar and learn:\u00a0\r\n\r\n \tHow integrating empathy into service design creates experiences that build trust and confidence in government\r\n \tThe four critical systems to measure and deliver empathy at scale\r\n \tHow to leverage data, artificial intelligence (AI) and new engagement tools to deliver more empathetic services\r\n\r\n[mktoform cta_button=\"Watch Now!\" cms_hold=\"RG\" cid_id=\"7011T000001YqnMQAS\"]\r\nMeet the Speakers\r\n\r\nDave Cebrowski\r\nSenior Solution Consultant\r\nGenesys\r\n[cutoff co_thick=\"2px\"]\r\nBill Rials\r\nSenior Fellow\r\nCenter for Digital Government\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Video,Improve customer experience,Genesys Cloud,genesys cloud cx,Digital,Retail\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/3-strategies-to-better-manage-peak-season?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">3 Strategies To Better Manage Peak Season in Retail<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nRetailDive on-demand webinar\r\n\r\n[this_page_title]\r\n[cutoff co_thick=\"2px\"]Customers are what drive your business. To win and keep them, you must build rapport. The stronger the relationship is between your customers and your brand, the greater their loyalty and your lifetime customer value.\r\n\r\nTo build better customer relationships, you need to deliver attentive, personalized and effortless experiences. This means interacting with customers on the channels they want \u2014 when they want \u2014 consistently along their entire journey.\r\n\r\nIn this webinar, we explore the strategies needed to reach these goals and strengthen your customer bonds. You\u2019ll learn how to accelerate digital innovation within your contact center so you:\r\n\r\n \tKnow your customers\r\n \tTreat them with familiarity\r\n \tEnsure consistent and exceptional service\r\n\r\n[mktoform cms_hold=\"RG\" cid_id=\"7011T000001YnhOQAS\"]\r\nMeet the Speakers\r\n\r\nTammy Kulesa\r\nIndustry Marketing Director\r\nRetail\r\nGenesys\r\n\r\nCoty Smith\r\nDirector of Product Management\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Analyst,Interactive,Improve employee experience,WEM,Enterprise,Midsized,SMB\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/cx-workforce-of-the-future?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Analyst Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">CX Workforce of the Future<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand webinar\r\n\r\nThe customer experience workforce of the future\r\nStrategies, culture and technology: Shaping the future of customer experience work[cutoff co_thick=\"2px\"]Across the globe, customer experience (CX) roles are changing. Organizations are augmenting the capabilities of CX talent with artificial intelligence-powered technology. And they\u2019re redefining customer engagement teams to keep up with today\u2019s changes and tackle tomorrow\u2019s challenges.\r\n\r\nFindings from a global MIT Technology Review and Genesys survey of 800 CX leaders show that today's common \u201cchurn-and-burn\u201d staffing approach isn\u2019t sustainable. And most CX-minded organizations plan to hire more highly skilled frontline staff who can solve complex customer problems.\r\n\r\nWatch Zeus Kerravala, Founder and Principal Analyst at ZK Research; and Claire Beatty, Senior Director, Thought Leadership at Genesys, as they explore how the CX workforce is facing these challenges and evolving. They focus on these crucial questions:\r\n\r\n \tWill the future of work change how organizations structure their CX workforces?\r\n \tCan successful, customer-centric firms recast work roles, responsibilities and retention policies?\r\n \tHow do organizations build future-proof promotion paths and develop meaningful and sustainable careers for CX teams?\r\n\r\n[mktoform cta_header=\"Watch now\" cta_button=\"Watch now\" form_reach=\"noreach\" cid_id=\"7011T000001YpQmQAK\"]\r\nMeet the speakers\r\n\r\nClaire Beatty\r\nSr. Director Thought Leadership\r\nGenesys\r\n\r\nCameron Smith\r\nVP Product Management - WEM\r\nGenesys\r\n\r\nZeus Kerravala\u00a0\r\nFounder and Principal Analyst\r\nZK Research\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Video,Improve customer experience,Level up your technology,Genesys Cloud,genesys cloud cx,Public\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/empathetic-cx-builds-trust-in-government?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Empathetic customer experience helps build trust in government<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nFederal News Network on-demand webinar\r\n\r\n[this_page_title]\r\n[cutoff co_thick=\"2px\"]Since it surfaced in the 1990s, the federal service-to-the-citizen movement has continuously evolved. New technologies keep making new services possible and, as in the private sector, moving the expectations of customers and constituents.\r\n\r\nCustomer experience (CX) has emerged as the latest iteration. Embodied in the current President\u2019s Management Agenda, CX embodies all of the ways in which a constituent might interact with a federal agency. An earlier concentration on web transactions has expanded into omni-channel thinking. Constituents want to reach agencies in person, on the telephone, by email or live chat, or digitally. This means systems and processes must share backend access to data connected to an individual, for example a taxpayer. Or to a transaction, the tax return itself.\r\n\r\nWatch this webinar and learn:\r\n\r\n \tDefining CX from an agency perspective\r\n \tRelevant tools for enhancing CX\r\n \tCX with secure interactions\r\n\r\n[mktoform cta_button=\"Watch Now!\" form_p_target=\"custom\" cms_hold=\"RG\" cid_id=\"7011T000001Yr2tQAC\" url=\"https:\/\/resources.genesys.com\/c\/CX-builds-trust-in-government-part-one?x=Li70Vp\"]\r\nMeet the Speakers\r\n[cutoff co_thick=\"2px\"]\r\nSteven Boberski\r\nSenior Business Development Executive\r\nPublic Sector\r\nGenesys\r\n\r\nBarbara Morton\r\nDeputy Chief Veterans Experience Officer\r\nDepartment of Veterans Affairs\r\n\r\nAndy Lewandowski\r\nDigital Experience Advisor to the Federal CIO\r\nOffice of Management and Budget\r\n\r\nKen Corbin\r\nChief Taxpayer Experience Officer\r\nInternal Revenue Service\r\n\r\nTom Temin\r\nHost\r\nFederal News Network\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Customer,Improve customer experience,Level up your technology,Improve customer experience,Level up your technology,Genesys Cloud,genesys cloud cx,AI and automation,Digital,Enterprise,Midsized,SMB\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/advanced-digital-capabilities?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Customer Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Advanced Digital Capabilities<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand event\r\n\r\nDeliver Success Across Every Dimension with Advanced Digital Capabilities\r\nJoin us to experience the power of digital capabilities that can elevate your customer experience and increase your ROI.[cutoff co_thick=\"2px\"][cutoff co_thick=\"2px\"][webinarschedule]Customers demand convenient, personalized experiences. And they expect them to be easy. That means you need to meet them on the channels they prefer. And increasingly, that\u2019s anything but the phone.\r\n\r\nAs the shift to digital interactions continues to accelerate, it\u2019s critical for your business to deliver the anywhere, anytime engagement your customers expect. If you don\u2019t, you\u2019re handing competitors the edge in reputation and market share.\r\n\r\nWatch this webinar to hear firsthand about how to empower your customers, agents and stakeholders from Quicken, a financial services leader that uses the Genesys CloudTM platform. You\u2019ll gain the insight you need to start your digital journey.[mktoform cta_header=\"Watch Now\" cta_button=\"Watch Now\" form_reach=\"noreach\" cms_hold=\"RG\" cid_id=\"7011T000001YqhDQAS\"]\r\nMeet the speakers\r\n\r\nBrittany Mullen\r\nSenior Customer Engagement Director,\r\nGenesys\r\n\r\nAllison Castelot\r\nSenior Product Marketing Manager, Genesys\r\n\r\n\u00a0 \u00a0Ian\u00a0 Roberts\r\nDirector, Care Operations &amp; Technology, Quicken\r\n[component_card media_size=\"nomedia\" css=\".vc_custom_1662729123774{background-color: #23395d !important;}\"]\r\n\"By 2024, Insider Intelligence predicts that consumer retail spend via chatbots worldwide will reach $142 billion - up from just $2.8 billion in 2019.\"\r\n- Business Insider Intelligence, Chatbot Market in 2021\r\n[\/component_card][component_card media_size=\"nomedia\" css=\".vc_custom_1662733656503{background-color: #23395d !important;}\"]\r\n\"You don't need technical folks with coding experience to drive and support the product - a big plus compared to what we were using with Oracle and IBM previously.\"\r\n- Simon Johnson, Head of Digital Customer Experience, NatWest Group\r\n[\/component_card][component_card media_size=\"nomedia\" css=\".vc_custom_1663097120252{background-color: #23395d !important;}\"]\r\nIn 2021, 43% of consumers throughout the US and in Canada said they\u2019ve stopped doing business with companies that did a poor job personalizing their experiences.\r\n- Seven best practices for building customer loyalty, Genesys, 2022\r\n[\/component_card]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Video,Improve customer experience,Level up your technology,Financial\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/empowering-human-connections-in-a-digital-banking-world?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Empowering human connections in a digital banking world<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\n[this_page_title]\r\n\r\nBAI on-demand webinar\r\n[cutoff co_thick=\"2px\"]Banks are implementing and expanding customers\u2019 options for digital engagement. But customers still want real human connections. Can these competing trends co-exist?\u00a0\r\n\r\nIn this on-demand webinar, you\u2019ll learn how Genesys technology empowers human connections \u2013 no matter what channel customers choose.\u00a0\r\n\r\n \tWhat\u2019s driving the need for digital channels\u00a0\r\n \tWhere digital tools can empower customers and employees\u00a0\r\n \tHow you can deliver seamless personalized experiences across channels\u00a0\r\n\r\n[mktoform cta_button=\"Watch now\" cms_hold=\"RG\" cid_id=\"7011T000001YoxPQAS\"]\r\nMeet the Speakers\r\n\r\nGordon Sexton\r\nGlobal Design Lead,\r\nFinancial Services\r\nGenesys\r\n[cutoff co_thick=\"2px\"]\r\nScott Lemerond\r\nSenior Solution Consultant\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/modern-contact-center-solutions-to-power-modern-contact-centers?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Moving onwards and  upwards: Modern contact center solutions to power modern contact centers<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nConsiderations for Avaya customers\r\n\r\nMoving onwards and upwards\r\n\r\nModern contact center solutions to power modern contact centers\r\nWhat\u2019s next for your contact center?\r\n\r\nMigrating to a cloud contact center solution is a necessity \u2013 especially for Avaya customers today.\r\n\r\nResilience, agility and innovation are no longer optional. They\u2019re table stakes in the ever-changing experience economy. And they\u2019re only possible with a next-generation Contact Center as a Service (CCaaS) solution.\r\n\r\nIn this video, industry experts join Genesys to provide insights for choosing the right solution and migrating with confidence. You\u2019ll hear from Sheila McGee-Smith, President and Principal Analyst at McGee-Smith Analytics; and Robert Lee Harris, President of Communications at Advantage, Inc.; on how to migrate to a next-gen CCaaS solution. They\u2019ll also explore what you should look for in a contact center vendor.\r\n\r\nWatch now to get the answers you need to these essential questions:\r\n\r\n \tWhat is the first step Avaya customers \u2014 or anyone on a legacy on-premises solution \u2014 should take when looking to migrate?\r\n \tWhat are the critical requirements for choosing my next contact center vendor?\r\n \tWhat key capabilities make Genesys a proven, future-proof customer experience (CX) platform?\r\n\r\nThere\u2019s a lot to consider with a cloud migration. Watch this expert panel to get the guidance and insights necessary to make the right investment \u2014 and secure your CX future.[mktoform cta_button=\"Watch now\" form_p_target=\"custom\" cms_hold=\"RG\" cid_id=\"7011T000001Yqh8QAC\" url=\"https:\/\/www.genesys.com\/campaign\/modern-contact-center-solutions-to-power-modern-contact-centers\"]\r\nMeet the Speakers\r\n\r\nSheila McGee-Smith\r\nPresident &amp; Principal Analyst at McGee-Smith Analytics\r\n\r\nRobert Lee Harris\r\nPresident of Communications Advantage, Inc\r\n\r\nCraig Downing\r\nVice President of Marketing at Genesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Video,Improve customer experience,Improve customer experience,Financial\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/strengthen-banking-customer-relationships?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Strengthen banking customer relationships with a human-centric approach<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\n[this_page_title]\r\n[cutoff co_thick=\"2px\"]As banking continues to evolve, one thing remains true for the industry: customer experience is a vital element in strategic planning. Customer engagement is expanding rapidly into the digital space with new technologies and channels to grow your client base, optimize the customer experience and strengthen customer relationships. Globally, banks that succeed in the digital ecosystem have one thing in common \u2013 they leverage human-centric experiences to distinguish themselves from the rest of the field.\r\n\r\nView this on-demand webinar to learn:\r\n\r\n \tWhat defines a human-centric approach in customer experience\r\n \tWhy the human-centric approach is critical in digital banking\r\n \tHow consumer expectations have changed in the banking industry\r\n\r\n[mktoform cta_button=\"Watch now\" cms_hold=\"RG\" cid_id=\"7011T000001YpYAQA0\"]\r\nMeet the Speakers\r\n\r\nDavid Porter\r\nGlobal Financial Services Director\r\nGenesys\r\n[cutoff co_thick=\"2px\"]\r\nSabine ElKhoury\r\nSenior Account Executive\r\nGenesys\r\n[cutoff co_thick=\"2px\"]\r\nMike Sisk\r\nContributing Editor\r\nAmerican Banker\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Demo,Improve customer experience,Level up your technology,Improve customer experience,Level up your technology,Genesys AI,AI and automation,Enterprise,Midsized,SMB\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/genesys-ai-experience-bundle?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Demo Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Genesys AI Experience Bundle<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand Webinar\r\n\r\nMeet the New Genesys AI Experience\r\nExperience the power of new artificial intelligence (AI) capabilities that will elevate your customer experience and increase your ROI.[cutoff co_thick=\"2px\"]Preview the event\r\n[audio mp3=\"https:\/\/www.genesys.com\/media\/Jane_Audio_output-1.mp3\"][\/audio]\r\n[cutoff co_thick=\"2px\"]Get an in-depth demonstration that includes:\r\nPredictive Engagement: Now you can use AI to capture, qualify and proactively engage customers or prospects in the moment of truth. Predict outcomes, visualize campaigns and enrich customer profiles based on previous interactions.\r\nPredictive Routing: Match customers to agents in real time using AI to continuously analyze over 100 dimensions and predict outcomes based on KPIs. The (NEW) Explainability feature allows you to understand the rationale behind AI-driven decisions.\r\nKnowledge (NEW): Discover how you can centralize, enrich, activate, scale and optimize your knowledge base. Check out our new Knowledge Workbench, Knowledge Optimizer and Support Center.\r\nDialog Engine Bot Flows and (NEW) Digital Bot Flows: Build, deploy, analyze and optimize automatic conversations directly in the Genesys CloudTM platform with accelerators such as Intent Miner to automate the creation of intent models.\r\nWatch now to discover how these capabilities work together to help you realize a higher ROI through improved efficiencies, reduced contact costs, higher self-service rates and an elevated customer experience.[mktoform cta_header=\"Watch Now\" cta_button=\"Watch Now\" form_reach=\"noreach\" cms_hold=\"RG\" cid_id=\"7011T000001YqM2QAK\"]\r\nMeet the speakers\r\n\r\nJane Hendricks\r\nProduct Marketing Director, AI,\r\nGenesys\r\n\r\nMitch Mason\r\nPrincipal Product Manager, Genesys\r\n[component_card media_size=\"nomedia\" css=\".vc_custom_1662675089696{background-color: #23395d !important;}\"]\r\n78% of contact center leaders say AI will be a critical part of their CX operations in the coming year\r\n- \"AI comes of age: Putting customers and employees at the heart of data-driven journeys,\" The Economist, 2021\r\n[\/component_card][component_card media_size=\"nomedia\" css=\".vc_custom_1663098028474{background-color: #23395d !important;}\"]\r\n\"Genesys AI-powered routing matches agents who sold more to certain types of customers ... while delivering a 13% savings in average handle time and 5% reduction in call transfers.\"\r\n- Rohan Khanna, CTO, Probe Group\r\n[\/component_card][component_card media_size=\"nomedia\" css=\".vc_custom_1663098048281{background-color: #23395d !important;}\"]\r\nIn 2021, 43% of consumers throughout the US and in Canada said they\u2019ve stopped doing business with companies that did a poor job personalizing their experiences.\r\n- Seven best practices for building customer loyalty, Genesys, 2022\r\n[\/component_card]\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Improve customer experience,Level up your technology,Enterprise,Midsized,SMB\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/passport-to-customer-loyalty?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Passport to Customer Loyalty: Seven Best Practices<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand webinar\r\n\r\nPassport to Customer Loyalty: Seven Best Practices\r\nKeep your customers \u2014 and keep them happy[cutoff co_thick=\"2px\"][mktoform cta_header=\"Watch now\" cta_button=\"Watch now\" form_reach=\"noreach\" cms_hold=\"RG\" cid_id=\"7011T000001YnzEQAS\"]Thriving in the ever-evolving, sometimes volatile, experience economy requires resilience. And one of the best ways to remain resilient is to keep your customers \u2014 and keep them happy.\r\n\r\nCustomer loyalty is often an overlooked cornerstone of stability.\r\n\r\nAt its core, customer loyalty is about trust. Nurturing that trust begins with understanding who your customers are and what they want when they engage with your business.[component_card media_size=\"nomedia\"]80% of consumers will purchase additional items, make recommendations to friends and colleagues, and devote a greater wallet share to companies that consistently personalize their experiences.\r\n\r\nWhat does your customer loyalty look like?[\/component_card]Explore seven best practices for customer loyalty, including:\r\n\r\n \tCreating and scaling personalized experiences\r\n \tEmpowering customers with satisfying self-service\r\n \tManaging customer journeys for better outcomes\r\n \tLeveraging the power of proactive communication\r\n\r\n\r\nMeet the Speakers\r\n\r\nJanelle Dieken\r\nSenior Vice President, Content Marketing\r\nGenesys\r\n\r\nLeslie Paterson\r\nVice President, Global Customer Advocacy and Engagement\r\nGenesys\r\n[component_card media_size=\"nomedia\"]Also hear from:\r\nDr. Natalie Petouhoff \r\nSenior Strategic Business Consulting Director, Genesys\u200b\r\nBobbi Chester\r\nSenior Portfolio Marketing Director, Genesys Multicloud CX\u200b\r\nCristina Vargas\r\n\u202aProduct Marketing Manager, Genesys\r\nAnthony Romero\r\nSenior Product Marketing Manager, Genesys\u200b\r\nSteve Offsey\r\nVice President Marketing, Pointillist\u00ae by Genesys\r\nJane Hendricks\r\nSenior Product Marketing Manager, Genesys\r\nMichael Douglas\r\n\u202aSenior Product Marketing Manager, Genesys\r\nJason Alley\r\nSenior Product Marketing Director, Genesys\r\n[\/component_card]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Improve customer experience,Level up your technology,Genesys AI,Genesys Engage,genesys multicloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/cx-your-way-designed-for-your-digital-customers?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">CX Your Way: Designed for Your Digital Customers<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\n[this_page_title]\r\n\r\nExperience it for yourself\r\n[webinarschedulesingle][cutoff co_thick=\"2px\"]Meeting your customers where they are means engaging on a number of digital channels. That\u2019s a lot easier to manage when you can lean on an all-in-one omnichannel solution that includes a global routing engine, integrated agent desktop and consolidated reporting \u2014 all enhanced by AI. \u00a0\r\n\r\nWatch our on-demand webinar and experience first-hand how easy and engaging digital channels can be \u2013 and how the right blend of technology and the human touch, can increase first contact resolution, reduce abandoned shopping carts and increase customer satisfaction.\u00a0\r\n\r\nHere's what you can expect:\r\n\r\n \tLearn how you can deliver digital CX your way that wows your customers, creates one-of-a-kind experiences and breaks down silos between channels \u00a0\r\n \tSee first-hand how adding digital channels such as web &amp; mobile chat, SMS, email and messaging apps \u00a0can improve both customer and employee engagement\u00a0\r\n \tHear the amazing results other companies have achieved when engaging on digital channels\r\n\r\n[rawcss raw_css=\"LndlYmluYXItcG9zdCUyMC5zY2hlZHVsZV9saXN0JTIwJTdCJTBBJTIwJTIwbWFyZ2luJTNBJTIwLTNyZW0lMjAwJTIxaW1wb3J0YW50JTNCJTBBJTdEJTBBLmdfc2VwYXJhdG9yJTIwJTdCJTBBJTIwJTIwbWFyZ2luJTNBJTIwMCUyMWltcG9ydGFudCUzQiUwQSU3RA==\"][mktoform cta_header=\"Watch Now\" cta_button=\"Watch Now\" cms_hold=\"RG\" cid_id=\"7011T000001YoVGQA0\"]\r\nMeet the Speakers\r\n\r\nTommy Minta\r\nDigital and AI expert\r\nGenesys\r\n\r\nAbi Chandra\r\nCloud Technology Evangelist\r\nGenesys\r\n\r\nBobbi Chester\r\nSr. Director, Product Marketing\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/build-an-ironclad-business-case-for-moving-to-cloud?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Build an ironclad business case for moving to the cloud<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand Webinar\r\n\r\n[this_page_title]\r\nFrom business justification to implementation[cutoff co_thick=\"2px\"]\r\nThe future is agile. And it\u2019s in the cloud.\u00a0\r\nToday\u2019s experience economy demands unprecedented adaptability. New channels emerge. Customer expectations shift. And it\u2019s easier than ever for digital-first brands to grab your loyal customers\u2019 attention.\u00a0Customer experience transformation is more urgent than ever.\r\n\r\nNone of that makes preparing\u00a0to move your contact center platform to the cloud any simpler.\r\n\r\nBut you might be more ready than you think. Watch now to explore ways\u00a0to manage change and migration to the cloud with confidence.\r\n\r\nDiscover how to:\r\n\r\n \tIdentify the key trends driving cloud migration as a top priority\r\n \tLearn how cloud migration can increase the efficiency of your existing resources\r\n \tUnderstand how to calculate a comprehensive TCO and ROI analysis to view the full potential of your cloud investment\r\n \tWalk through\u00a0the critical strategies for building a business case for CX transformation that secures stakeholder buy-in\r\n\r\n[rawcss raw_css=\"LndlYmluYXItcG9zdCUyMC5zY2hlZHVsZV9saXN0JTIwJTdCJTBBJTIwJTIwbWFyZ2luJTNBJTIwLTNyZW0lMjAwJTIxaW1wb3J0YW50JTNCJTBBJTdEJTBBLmdfc2VwYXJhdG9yJTIwJTdCJTBBJTIwJTIwbWFyZ2luJTNBJTIwMCUyMWltcG9ydGFudCUzQiUwQSU3RA==\"][mktoform cta_header=\"Watch Now\" cta_button=\"Watch now\" cms_hold=\"RG\" cid_id=\"7011T000001YnZ0QAK\"]\r\nGiuliano Da Silva\r\nSenior Value Consultant Director\r\nGenesys\r\n\r\nMarty Jackson\r\nStrategic Vision Lead\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/move-your-contact-center-to-the-cloud-with-confidence?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Migrate with confidence \u2013 the secrets to a successful migration<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand Webinar\r\n\r\n[this_page_title]\r\nFrom business justification to implementation[cutoff co_thick=\"2px\"]\r\nThe future is agile. And it\u2019s in the cloud.\r\nToday\u2019s experience economy demands unprecedented adaptability. New channels emerge. Customer expectations shift. And it\u2019s easier than ever for digital-first brands to grab your loyal customers\u2019 attention. Customer experience transformation is more urgent than ever.\r\n\r\nNone of that makes preparing\u00a0to move your contact center platform to the cloud any simpler.\r\n\r\nBut you might be more ready than you think. Join us for an invitation-only, two-part series for Genesys customers to explore ways\u00a0to manage change and migrate to the cloud with confidence.\r\n\r\nWatch now to start charting your roadmap to better CX in the cloud.[rawcss raw_css=\"LndlYmluYXItcG9zdCUyMC5zY2hlZHVsZV9saXN0JTIwJTdCJTBBJTIwJTIwbWFyZ2luJTNBJTIwLTNyZW0lMjAwJTIxaW1wb3J0YW50JTNCJTBBJTdEJTBBLmdfc2VwYXJhdG9yJTIwJTdCJTBBJTIwJTIwbWFyZ2luJTNBJTIwMCUyMWltcG9ydGFudCUzQiUwQSU3RA==\"][mktoform cta_header=\"Watch Now\" cta_button=\"Watch now\" cms_hold=\"RG\" cid_id=\"7011T000001YnZ5QAK\"]\r\nDeanna Ruffat\r\nProfessional Services Director\r\nGenesys\r\n\r\nNico Van Eyssen\r\nSenior Director, Professional Services\r\nGenesys\r\n\r\nJonathan Wilford\r\nManager, Implementation Delivery\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Video,Improve customer experience,Improve customer experience,Genesys DX,Digital,Enterprise,Midsized,Public\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/delivering-promise-digital-government-digital-engagement?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Delivering on the Promise of Digital Government: Digital Engagement<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-Demand Webinar\r\n\r\n[this_page_title]\r\n[cutoff co_thick=\"2px\"]As state and local organizations look to the future, they are continuing to push forward with digital transformation efforts that will touch every aspect of government, and how it delivers critical services to constituents. They are evolving the constituent experience with government, making it faster, more efficient and more effective to engage with the public sector.\r\n\r\nTo help government IT leaders understand the power and the potential \u2013 and the pitfalls \u2013 of enabling anytime, anywhere services, Government Technology and Genesys have partnered together to discuss the critical aspects of successful digital government.\r\n\r\nJoin our panel of experts for the digital engagement with government agencies session to examine how agencies can drive engagement through better communication.\r\n\r\nAs a participant, you\u2019ll learn:\r\n\r\n \tWhat constituents expect from digital government experiences, and best practices for driving improvements\r\n \tHow to understand and deploy all appropriate digital channels to deliver empathetic engagement with citizens at scale\r\n \tWhat capabilities to look for in a customer experience management solution\r\n\r\n[mktoform cta_header=\"WATCH NOW\" cta_button=\"Watch Now!\" ar_status=\"Asset\" cms_hold=\"RG\" cid_id=\"7011T000001YeqDQAS\"]\r\nMeet the Speakers\r\n\r\nTimo Bruni\r\nPrincipal Solution Consultant, Government\r\nGenesys\r\n[cutoff co_thick=\"2px\"]\r\nBob Woolley\r\nSenior Fellow\r\nCenter for Digital Government\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Video,Improve customer experience,Improve customer experience,Genesys Cloud,genesys cloud cx,Enterprise,Midsized\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/five-steps-to-take-to-achieve-the-future-of-cx-today?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Five steps to take to achieve the Future of CX today<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-Demand Webinar\r\n\r\n[this_page_title]\r\n[cutoff co_thick=\"2px\"]\r\nPreview the webinar:\r\n\r\n\r\n[audio mp3=\"https:\/\/www.genesys.com\/media\/Snippet-mp3-Five-steps-to-take-to-achieve-the-Future-of-CX-today-1.mp3\"][\/audio]\r\n\r\n[cutoff co_thick=\"2px\"]Today\u2019s customers, consumers, and citizens have dramatically different CX expectations than just a few years ago, and the pandemic only accelerated this shift. They demand authentic and empathetic interactions that deliver customer delight and build lasting loyalty.\r\n\r\nSuccessful brands know contextually aware, digital-first experiences are key to becoming an empathetic enterprise of the future. This requires organizations to address key hurdles that impede CX improvement initiatives and to understand how the long-term trends of cloud and CX innovations, along with artificial intelligence, are converging to turn contact centers into engagement centers. Specific actions to get you there today are even more important. Everyone is talking strategy, in this fireside chat, experts from Genesys, Google Cloud, and IDC discuss how to execute.[mktoform cta_header=\"Watch now\" cta_button=\"Watch now\" cms_hold=\"RG\" cid_id=\"7011T000001YnkVQAS\"][cutoff co_thick=\"2px\"]\r\nGuest Speaker\r\n\r\nSudhir Rajagopal\r\nResearch Director, Future of CX\r\nIDC\r\n[cutoff co_thick=\"2px\"]\r\n\r\nMeet the Speakers\r\n\r\nJohn Clark\r\nVP, Product Marketing\r\nGenesys\r\n\r\nMatt Di Bari\r\nTechnical lead\r\nGoogle Cloud\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Analyst,Best Practice,Interactive,Improve customer experience,Improve employee experience,Level up your technology,Enterprise,Midsized,SMB\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/demystifying-customer-journey-management?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Analyst Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Demystifying customer journey management<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand webinar\r\n\r\nDemystifying customer journey management\r\nFrom omnichannel to orchestration: Experts answer your pressing questions[cutoff co_thick=\"2px\"]Engagement is meaningless if it doesn\u2019t help your customers reach their goals.\r\n\r\nWhen customers engage on your website, with a chatbot or on the phone with an agent, they have a goal. They\u2019re on a journey \u2014 to make a purchase, fix a problem or just gather information.\r\n\r\nYou need to see beyond individual moments to visualize and measure the journey so you can pinpoint what\u2019s working and what isn\u2019t. Then you can engage proactively to reduce effort and optimize the experience. And you need to do this all in real time. That\u2019s customer journey management.\r\n\r\nJoin us for a candid discussion where a panel of experts answered your questions and provided tips on how to improve your customer journeys.\r\n\r\nIn this Q&amp;A session, you\u2019ll get:\r\n\r\n \t\r\n\r\n \t\r\n\r\n \tA clear understanding of customer journey management and why it\u2019s your key to remaining competitive\r\n \tAnswers to your questions about journey measurement, management and orchestration\r\n \tGuidance on how to get started\r\n \tAnd a planning toolkit for your journey management evolution\r\n\r\n\r\n\r\n\r\n\r\nWatch now![mktoform cta_header=\"Watch Now!\" cta_button=\"Watch now!\" form_type=\"advanced\" advance_fields=\"%5B%7B%22af_type%22%3A%22text%22%2C%22af_required%22%3A%22required%22%2C%22af_opt_design%22%3A%22stacked%22%2C%22select_option%22%3A%22%255B%257B%257D%255D%22%7D%5D\" cid_id=\"7011T000001Ym1AQAS\"]\r\nGinger Conlon\r\nThought Leadership Director\r\nGenesys\r\n\r\nJim Tincher\r\nCEO\r\nHeart of the Customer\r\n\r\nSteve Offsey\r\nVP Marketing, Pointillist\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/optimizing-contact-center-experience-and-performance-with-customer-journey?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Optimizing contact center experience and performance with Customer Journeys<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nGenesys Webinar\r\n\r\n[this_page_title]\r\n[cutoff co_thick=\"2px\"][webinarschedule][webinarschedulesingle]Contact center leaders face constant pressure to deliver the exceptional experiences customers demand \u2013 and improve contact center performance at the same time. Traditional solutions don\u2019t provide visibility into the entire customer journey, which leads to complex, disconnected experiences that frustrate customers and agents. And that leads to higher costs, lower customer satisfaction and higher employee turnover.\r\n\r\nThat\u2019s why customer-centric organizations rely on the Pointillist Contact Center Optimization Solution to improve every contact center experience, increase customer and employee satisfaction, boost contact center performance and reduce cost to serve.\r\n\r\nIn this webinar you\u2019ll learn how contact center teams are using Pointillist to:\r\n\r\n \tQuantify the impact of contact center experiences on business outcomes\r\n \tMonitor contact center health in real time\r\n \tIdentify the drivers of poor experiences and contact center performance issues\r\n \tIdentify customer intent to improve disposition codes\r\n \tDeliver frictionless and connected omnichannel experiences\r\n\r\n[mktoform cta_header=\"Watch Now\" cta_button=\"Watch Now!\" cms_hold=\"RG\" cid_id=\"7011T000001YkksQAC\"]\r\nMeet the Speakers\r\n\r\nTim Friebel\r\nInnovation Lead\r\nCustomer Journey, Genesys\r\n\r\nIan Felder\r\nSr. Product Marketing Manager, Genesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Grow your business,Level up your technology,Enterprise,Midsized\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/beyond-nps-cx-measurement-reimagined?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Beyond NPS: CX-Measurement Reimagined<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-Demand Webinar\r\n\r\n[this_page_title]\r\n[cutoff co_thick=\"2px\"]We\u2019re in an experience economy where a people-centric, empathetic approach is the only way to create a sustained competitive advantage. As the focus on experience grows, we predict a meaningful rethink of CX measurement will be essential to delivering lasting trust and loyalty \u2014 from customers and employees.\u00a0\r\n\r\nThe world for which CX metrics were developed has evolved. It\u2019s time to rethink the measurement of customer success. Leading organizations are already moving beyond current CX metrics by seeking to truly understand the customer experience at every moment that matters. They\u2019ve got one key question in mind: Are we delivering a great experience consistently along the customer journey?\u00a0\r\n\r\nGenesys, partnered with Harvard Business Review Analytic Services, shares why NPS is no longer enough and what\u2019s next for CX metrics.\u00a0\r\n\r\nWatch now to gain insights on why:\u00a0\r\n\r\n \tCX leaders are rethinking strategies for measuring the customer experience\u00a0\u00a0\r\n \tIdentifying the metrics that drive both customer loyalty and financial performance is essential \u2013 and how measuring employee experience plays a crucial role\u00a0\r\n \tBringing in expert voices builds credibility for rethinking customer success metrics\u00a0\r\n \tAnd much more\u00a0\r\n\r\n[mktoform cta_header=\"Watch now\" cta_button=\"Watch now\" cms_hold=\"RG\" cid_id=\"7011T000001Yi2rQAC\"]\r\nMeet the Speakers\r\n\r\nClaire Beatty\r\nSenior Director,\r\nThought Leadership\r\nGenesys\r\n\r\nAlex Clemente\r\nManaging Director,\r\nHBR Analytic Services\r\nHarvard Business Review\r\n\r\nFaheem Ahmed\r\nVP Industry &amp; Experience Strategy\r\nGenesys\r\n\r\nRyan Willis\r\nDirector,\r\nExperience Management\r\nLumen Technologies\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Enterprise,Midsized\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/operating-at-the-speed-of-change?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Operating at the speed of change<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nLive Webinar\r\n\r\n[this_page_title]\r\n\r\nDifferentiate faster with the AppFoundry Marketplace\r\n[cutoff co_thick=\"2px\"][webinarschedule]Agility is no longer optional. It\u2019s the key to survival. To compete, you have to adapt as customer expectations shift. That takes more than a flexible platform. It takes an extensive ecosystem of building blocks you can mix and match, turn on and off, and add or remove to extend your capabilities quickly.\r\n\r\nJoin us to see how the Genesys AppFoundry\u00ae Marketplace expands your possibilities with a curated collection of apps, templates and blueprints, so you can experiment, optimize and pivot \u2013 no matter how fast things change.[mktoform cta_header=\"Register\" cta_button=\"Register Now!\" cms_hold=\"RG\"]\r\nMeet the Speakers\r\n\r\nJuergen Tolksdorf\r\nSenior Director,\r\nAppFoundry\r\nGenesys\r\n\r\nSam Rector\r\nSr. Product Marketing Manager\r\nGenesys\r\n\r\nJack Nichols\r\nVP, Product Management\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Video,Improve customer experience,Improve customer experience,Genesys Cloud,genesys cloud cx,Digital,Retail\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/how-to-achieve-the-right-balance-between-technology-and-a-human-touch?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">How to Achieve the Right Balance Between Technology and a Human Touch<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-Demand Webinar\r\n\r\nHow to Achieve the Right Balance Between Technology and a Human Touch\r\n[cutoff co_thick=\"2px\"]Consumers have embraced digital channels. It\u2019s no mere pandemic-driven blip. With websites and mobile apps offering customers the convenient automated experiences they crave, digital adoption is accelerating. Welcome to the new normal.\u00a0\u00a0\u00a0\r\n\r\nSavvy CX leaders are already pivoting to the channels today\u2019s consumers prefer. IDC predicts that by the end of this year, 65% of brands will be digital-first, a move that pays off with greater brand visibility and higher revenue.\u00a0\u00a0\r\n\r\nJoin Anthony Romero, Senior Product Marketing Manager at Genesys, to learn more about the next-generation digital customer experience with key insights on:\u00a0\r\n\r\n \tThe impact of digital trends on CX\r\n \tHow to improve CX with artificial intelligence\r\n \tGetting the right balance of technology and human touch\r\n\r\n[mktoform cta_header=\"Watch now\" cta_button=\"Watch now\" cms_hold=\"RG\" cid_id=\"7011T000001YiVNQA0\"]\r\nMeet the Speakers\r\n\r\nAnthony Romero\r\nSenior Product Marketing Manager\r\nGenesys\r\n[cutoff co_thick=\"2px\"]\r\nMegan Billingsley\r\nRetailDive\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Video,Improve customer experience,Improve customer experience,Genesys Cloud,genesys cloud cx,Digital,Financial\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/learning-from-global-cx-trends?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Learning From Global Customer Experience Trends<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-Demand Webinar\r\n\r\nLearning From Global Customer Experience Trends\r\n[cutoff co_thick=\"2px\"]The financial sector can be complicated, which means providing clear, seamless customer experiences (CX) is the key to customer retention \u2013 and your organization\u2019s success.\r\n\r\nWith customers increasingly managing their lives online, financial institutions of every size are racing to invest in digital solutions to provide superior CX that stays a step ahead of rising customer expectations. To stay competitive in the evolving digital market, you\u2019ll need to make some bold moves.\r\n\r\nHere\u2019s what you\u2019ll learn:\r\n\r\n \tWhat the global trends for financial institutions mean for you and your customers\r\n \tHow banks are redefining customer and employee experiences\r\n \tHow to structure and prioritize your CX strategy to surpass expectations and drive revenue\r\n\r\n[mktoform cta_header=\"Watch now\" cta_button=\"Watch now\" ar_status=\"Asset\" cms_hold=\"RG\" cid_id=\"7011T000001YiV8QAK\"]\r\nMeet the Speakers\r\n\r\nDavid Porter\r\nGlobal Financial Services Director\r\nGenesys\r\n[cutoff co_thick=\"2px\"]\r\nHolly Hughes\r\nChief Marketing Officer\r\nBAI\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Analyst,Ebook,Grow your business,Level up your technology,Enterprise,Midsized,SMB\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/2022-contact-center-buyers-guide-webinar?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Analyst Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">2022 Contact Center Buyers Guide Webinar<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-Demand Analyst Webinar\r\n\r\n2022 Contact Center Buyer\u2019s Guide Webinar\r\nNew world. New experiences. It's time for a new toolkit.[cutoff co_thick=\"2px\"][webinarschedulesingle]The pandemic did more than disrupt the way we live and work. It accelerated trends that are redefining customer and employee engagement at an unprecedented pace. This new world moves fast \u2013 and it changes every day. To compete, you\u2019ll need agility, resilience and the power to pivot.\r\n\r\nIn this webinar, industry analyst Sheila McGee-Smith joins Genesys experts to discuss the essential capabilities you\u2019ll need to adapt, differentiate and win \u2013 no matter what the future brings.\r\n\r\nOn the agenda:\r\n\r\n \tWhat the shift from contact centers to engagement centers means for you\r\n \tThe tech you\u2019ll need to provide the orchestrated journeys customers now expect\r\n \tHow to reframe the employee experience to win on the talent front\r\n \tWhy sticking with the status quo could be your riskiest \u2013 and costliest - option\r\n\r\n[mktoform cta_header=\"Register\" cta_button=\"Watch now\" cid_id=\"7011T000001YiaaQAC\"]\r\nSheila McGee-Smith\r\nFounder and Principal Analyst\r\nMcGee-Smith Analytics\r\n\r\nJanelle Dieken\r\nSVP of Content Marketing\r\nGenesys\r\n\r\nElcenora Martinez\r\nSVP, Product Marketing\u200b\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Video,Improve customer experience,Improve customer experience,Genesys Cloud,genesys cloud cx,PureConnect,Digital,Enterprise,Midsized,Retail\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/omnichannel-customer-service-retail-lessons?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Omnichannel Customer Service: Lessons from Retail Leaders<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-Demand Webinar\r\n\r\n[this_page_title]\r\n[cutoff co_thick=\"2px\"]For retailers, customer loyalty is critical. But earning \u2013 and maintaining \u2013 that loyalty gets harder every day.\r\n\r\nToday\u2019s consumers expect seamless journeys from browsing and buying to service and support \u2013 even when they switch channels. Savvy retailers have retooled to deliver fluid omnichannel shopping and fulfillment experiences.\r\n\r\nBut too often, customer service remains rooted in the past. According to industry insights firm Incisiv, two in three shoppers are dissatisfied with disjointed service across digital channels. And with 70% of consumers believing that a company is only as good as its customer service, the service experience is quickly becoming a key differentiator for retailers.\r\n\r\nIf you\u2019re looking to redefine your customer service experience, join us for this webinar for insights from industry experts and practitioners.\r\n\r\nHere\u2019s what you\u2019ll learn:\r\n\r\n \tWhy the traditional path-to-purchase is dead and what the new lifecycle of engagement means for you\r\n \tWhich retailers and brands offer best-in-class service\r\n \tWhich capabilities and processes you\u2019ll need to keep customers satisfied in the omnichannel economy\r\n \tHow AI arms agents with empathy and drives automation to enrich customer experiences on every channel\r\n\r\n[mktoform cta_header=\"Watch now\" cta_button=\"Watch now\" cms_hold=\"RG\" cid_id=\"7011T000001YhmdQAC\"]\r\nMeet the Speakers\r\n\r\nRick Olson\r\nHead of Industry Strategy:\r\nRetail, Hospitality &amp; Tourism\r\nGenesys\r\n[cutoff co_thick=\"2px\"]\r\nNick Chaillier\r\nHead of Industry - Retail\r\nGenesys\r\n[cutoff co_thick=\"2px\"]\r\nTim Denman\r\nEditor in Chief\r\nRIS News\r\n[cutoff co_thick=\"2px\"]\r\nGaurav Pant\r\nCo-Founder &amp;\r\nChief Insights Officer\r\nIncisiv\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Partner,Improve customer experience,Grow your business,Enterprise,Midsized\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/supercharge-your-customer-experience-with-actionable-voice-of-the-customer-insights?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Partner Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Supercharge your Customer Experience with actionable Voice of the Customer insights<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\n[this_page_title]\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]Tracking the pulse of the customer is critical to businesses in all markets. With comprehensive Voice of the customer insights, you can keep your CX game on point despite evolving customer expectations, preferences to build long-lasting customer relationships.\r\n\r\nJoin Dan Stoops from Genesys, and Leonie Brown, from Qualtrics, and Michael Overson from Nu Skin as they discuss (3-5) strategies that help you seamlessly innovate and iterate your CX delivery with interaction, feedback data from customers, and your employees.\r\n\r\nWatch the webinar to:\r\n\r\n \tIdentify the points of customer friction or delight\r\n \tBridge gaps in your customer experience using direct feedback from customers\r\n \tOptimize channel engagement, retain and enrich front-line employees\r\n\r\n[mktoform cta_header=\"Watch Now\" cta_button=\"Watch Now!\" cms_hold=\"RG\" cid_id=\"7011T000001YgWMQA0\"]\r\nMeet the Speakers\r\n\r\nDan Stoops\r\nSolution Strategy Director |\r\nSustainability and CSR\r\nGenesys\r\n\r\nMichael Overson\r\nCX Research Manager |\r\nNu SkinMO\r\n\r\nLeonie Brown\r\nHead XM Scientist,\r\nCustomer Care Solution\r\nQualtrics\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Video,Improve customer experience,Improve customer experience,Genesys DX,Digital,Enterprise,Midsized,Public\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/digital-government-creating-cx-ecosystem?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Delivering on the Promise of Digital Government: Creating a Connected Ecosystem<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-Demand Webinar\r\n\r\n[this_page_title]\r\n[cutoff co_thick=\"2px\"]The\u00a0ultimate goal\u00a0of state and local digital transformation efforts is to provide government services better, faster and more efficiently. In order to provide empathetic services at scale, agencies need to bring together data, actionable insights, systems, integrations and automation to fully orchestrate experiences.\u00a0\r\n\r\nJoin us for a 30-minute webinar to see how state and local organizations can leverage digital engagement, CX tools, and data together to create an integrated network that improves the CX for residents and empowers government agencies to optimize service delivery.\u00a0\r\n\r\nThis webinar will\u00a0address\u00a0how you can:\u00a0\r\n\r\n \tCreate end-to-end CX, EX and CX Manager experiences\u00a0\u00a0\r\n \tOptimize service delivery\u00a0with experience orchestration, combining the skills of listening, understanding and learning\u00a0\r\n \tProvide empathetic services at scale\u00a0\r\n\r\n[mktoform cta_header=\"WATCH NOW\" cta_button=\"Watch now!\" ar_status=\"Asset\" cms_hold=\"RG\" cid_id=\"7011T000001YguaQAC\"]\r\nMeet the Speakers\r\n\r\nNathan Hamrick\r\nPrincipal Solution Consultant, Government\r\nGenesys\r\n[cutoff co_thick=\"2px\"]\r\nBob Woolley\r\nSenior Fellow\r\nCenter for Digital Government\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Practical guide,Report,Improve customer experience,Improve employee experience,Enterprise,Midsized,SMB\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/8-trends-reshaping-cx-and-ex-in-2022-and-beyond?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">8 Trends Reshaping CX in 2022 and Beyond<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn Demand Webinar\r\n\r\n[this_page_title]\r\n[cutoff co_thick=\"2px\"]A keen focus on customer\u2014and employee\u2014experience is the biggest differentiator organizations have today. Delivering these relevant and empathic experiences at scale requires understanding the shifts driving change in CX and employee experience today. Join us as CX leaders from Genesys, Qualtrics\u2019 XM Institute, Valuegraphics and others discuss the coming impact of these trends, as well as what you need to do not only to respond to them but also to get ahead of and harness them.\r\n\r\nHear from:\r\n\r\nDon Peppers, CX Speakers; Mila D'Antonia, Omdia; Olivier Jouve, Genesys Cloud; Bruce Temkin, Qualtrics XM Institute; David Allison, Valuegraphics; John Gamberoni, Accenture; and Brett Weigl, Genesys AI &amp; Digital[cutoff co_thick=\"2px\"][mktoform cta_button=\"Watch Now\" cta_header=\"Watch Now\" cms_hold=\"RG\" cid_id=\"7011T000001YgQNQA0\"]\r\nMeet the Speakers\r\n[cutoff co_thick=\"2px\"]\r\n\r\n\r\n\r\n\r\nClaire Beatty\r\nSenior Director of Thought Leadership\r\nGenesys\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\nGinger Conlon\r\nDirector of Thought Leadership\r\nGenesys\r\n\r\n\r\n\r\n\r\nIn this session,\r\nyou'll learn how:\r\n[icon_list format=\"horizontal\" media_size=\"nomedia\"]\r\n\r\n \tAI will better orchestrate customer journeys\r\n \tContact centers will evolve into a full engagement center\r\n \tCompanies will rethink their CX metrics\r\n \tBusinesses will engage CX employees based on empathy\r\n\r\n[\/icon_list]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Video,Improve customer experience,Improve customer experience,Genesys DX,Digital,Enterprise,Midsized,Financial\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/evolving-banking-service-model-long-term-growth?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Evolving your banking service model for long-term growth<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-Demand Webinar\r\n\r\n[this_page_title]\r\n[cutoff co_thick=\"2px\"]Digital transformation has long been one of the key goals for financial institutions and has become even more of a priority since the pandemic.\r\n\r\nBut with organizations dedicating substantial time and money to enhancing the customer experience, is the strategy paying off in terms of long-term growth and improved retention?\r\n\r\nIn this webinar, find out from panel of banking industry experts:\r\n\r\n \tWhat the evolving customer engagement landscape means for banks\r\n \tHow changes in the market are impacting the banking service model\r\n \tWhich key areas banks are focused on with their client experience initiatives\r\n \tHow innovative engagement strategies are driving revenue and reducing costs\r\n\r\n[mktoform cta_header=\"WATCH NOW\" cta_button=\"Watch Now!\" ar_status=\"Asset\" cms_hold=\"RG\" cid_id=\"7011T000001Yf9TQAS\"]\r\nMeet the Speakers\r\n\r\nGordon Sexton\r\nGlobal Design Lead\r\nGenesys\r\n[cutoff co_thick=\"2px\"]\r\nJake Tyler\r\nCo-founder and CEO\r\nFinn AI\r\n[cutoff co_thick=\"2px\"]\r\nChristopher Young\r\nDirector, Industry Strategy &amp; Marketing, Financial Services\r\nAdobe\r\n[cutoff co_thick=\"2px\"]\r\nDanielle Fugazy\r\nContributing Editor, American Banker\r\nArizent\r\nModerator\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Public\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/get-the-most-out-of-your-digital-government-data?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Delivering on the Promise of Digital Government: Get the Most Out of Your Data<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-Demand Webinar\r\n\r\nDELIVERING ON THE PROMISE OF DIGITAL GOVERNMENT: GET THE MOST OUT OF YOUR DATA\r\n[cutoff co_thick=\"2px\"]Government agencies today are recognizing the tremendous potential of artificial intelligence (AI) to scale services and deliver a more individualized, empathetic customer experience. But accurate and sufficient data is critical to effectively leverage AI.\r\n\r\nWatch and learn how to make better use of your data to fuel AI and improve constituent service delivery:\r\n\r\n \tOvercome data silos, legacy systems and other challenges to connect your data\r\n \tUse data and AI with human engagement to improve service experiences for constituents and employees\r\n \tGain deep insights to orchestrate every interaction across every channel with context and empathy\r\n\r\n[mktoform cta_header=\"\" cta_button=\"Watch Now!\" cms_hold=\"RG\" cid_id=\"7011T000001YfhNQAS\"]\r\nMeet the Speakers\r\n\r\nDave Cebrowski\r\nSenior Solution Consultant\r\nGenesys\r\n[cutoff co_thick=\"2px\"]\r\nBob Woolley \u2014 Moderator\r\nSenior Fellow\r\nCenter for Digital Government\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Demo,Improve customer experience,Genesys DX,Digital\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/see-the-future-of-digital-engagement-see-genesys-dx-in-action-today?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Demo Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">See the future of digital engagement: See Genesys DX in action &#8211; today<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nDemo Webinar\r\n\r\nSee the future of digital engagement\r\n\r\nSee Genesys DX in action - today\r\n[webinarschedulesingle][cutoff co_thick=\"2px\"]Your customers want more than 24\/7 access. They want the convenience of engaging on the channels they prefer. And they want it to feel personal. To deliver, you need an intelligent all-in-one digital solution to engage and wow customers \u2013 anytime, anywhere. In this live Genesys DX demo, you\u2019ll see how an AI-powered solution creates personalized experiences, empowers agents and delivers value in weeks not months.\r\n\r\nIn this 20-minute demo, you\u2019ll see how Genesys DX delivers the wow with:\r\n\r\n \tIntelligent self-service options for a personalized experience\r\n \tAn intuitive multi-channel workspace with real-time agent assistance\r\n \tAI-powered insights for continuous optimization as customer behavior change\r\n\r\n[mktoform cta_header=\"Watch now\" cta_button=\"Watch now!\" cms_hold=\"RG\" cid_id=\"7011T000001YfZ0QAK\"]\r\nMeet the Speaker\r\n\r\nJames Cockbill\r\nSenior Solutions Consultant\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Video,Improve customer experience,Improve customer experience,Genesys DX,Digital,Enterprise,Midsized,Public\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/delivering-on-the-promise-of-digital-government-hybrid-workforce?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Delivering on the Promise of Digital Government: Scaling services with a hybrid workforce<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-Demand Webinar\r\n\r\n[this_page_title]\r\n[cutoff co_thick=\"2px\"]Constituents and employees expect digital interactions with government to be easy and convenient. Now more than ever, efficient management of customer support representatives \u2013 a limited and high-value resource in state and local organizations \u2013 is critical to address the surge in constituents\u2019 seeking government services.\r\n\r\nTo help government IT leaders understand the power and the potential \u2013 and the pitfalls \u2013 of enabling anytime, anywhere services, Genesys partnered with Government Technology to discuss the critical aspects of successful digital government. Take a deep dive into the tools agencies can use to improve the contact center experience for employees and enable them to support constituents with empathetic service delivery.\r\n\r\nThis installment will cover:\r\n\r\n \tStrategic approaches for hybrid work, including CX engagement requirements, security and compliance\r\n \tTools to enhance the employee experience, leading to lower attrition rates and better customer service\r\n \tPractical implementation supporting empathetic engagements such as self-service, artificial intelligence, chatbots and other tools\r\n\r\n[mktoform cta_header=\"WATCH NOW\" cta_button=\"Watch Now!\" ar_status=\"Asset\" cms_hold=\"RG\" cid_id=\"7011T000001Yf9TQAS\"]\r\nMeet the Speakers\r\n\r\nEddie Moon\r\nPrincipal Solution Engineer, Government\r\nGenesys\r\n[cutoff co_thick=\"2px\"]\r\nBob Woolley\r\nSenior Fellow\r\nCenter for Digital Government\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Report,Improve customer experience,AI and automation,Enterprise,Midsized,SMB\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/ai-and-the-economist-using-ai-and-data-to-drive-customer-engagement?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">AI &#038; the Economist &#8211; Using AI and Data to Drive Customer Engagement<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-Demand\r\n\r\nAI &amp; the Economist: Using AI and data to drive customer engagement\r\nAI is driving a revolution in customer experience \u2013 get in the fast lane[cutoff co_thick=\"2px\"][webinarschedulesingle]Organizations globally are looking for ways to embed artificial intelligence (AI) more deeply into their customer journeys \u2014 making them more frictionless and insightful. Findings from an Economist Impact and Genesys survey of 750 customer service, marketing and sales executives underscore why \u2014 Download the full report.\r\n\r\nJoin Phillip Cornell, Principal, Economist Impact at The Economist, and Charlie Godfrey, Senior Director of Business Consulting at Genesys, as they examine these findings. You\u2019ll hear how AI can improve customer journeys and employee productivity, learn strategies for deploying this technology and explore the value organizations are gaining from it \u2014 and what they hope to achieve.\r\n\r\nDiscover what separates AI leaders from other organizations, including how they:\r\n\r\n \tUse AI to understand customer pain points\r\n \tTake a more sophisticated view of how AI can enhance the customer journey and employee experience\r\n \tHarness the most powerful capabilities AI brings to customer experience\r\n\r\n[mktoform cta_header=\"\" cta_button=\"Watch now!\" cms_hold=\"RG\" cid_id=\"7011T000001YeyKQAS\"]\r\nMeet the Speakers\r\n\r\nCharlie Godfrey\r\nSr. Director, Business Consulting\r\nGenesys\r\n\r\nPhillip Cornell\r\nPrincipal, Economist Impact\r\nThe\u00a0Economist\r\n\r\nSean Maddison\r\nConversational Automation &amp; Intelligence Manager\r\nE.ON Energy UK\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Customer,Video,Improve customer experience,Improve employee experience,Improve customer experience,Improve employee experience,Genesys Cloud,genesys cloud cx,Unified communications,Enterprise,Midsized,Public\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/transformational-cx-serving-more-customers-with-fewer-calls?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Customer Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Transformational CX: Serving more customers with fewer calls. A better experience for everyone.<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-demand\r\n\r\nDelivering empathy with digital government services\r\n[cutoff co_thick=\"2px\"]How do we bring empathy into digital government services? Steven Boberski, Genesys Federal, addressed this challenge at this year's FCW IT Modernization Summit.\r\n\r\n \tCritical components to bring empathy into digital government services\r\n \tThe role of data, AI and digital channels combined with human engagement\r\n \tAn example of proactive and predictive service in government\r\n \tHow to create empathetic experiences for government customer service representatives as well as constituents\r\n\r\nView the on-demand presentation to learn more.[mktoform cta_header=\"On-demand\" cta_button=\"View on-demand\" ar_status=\"Asset\" cms_hold=\"RG\" cid_id=\"7011T000001IwvYQAS\"]\r\nMeet the Speakers\r\n\r\nSteve Boberski\r\nSenior Business Development Executive\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Practical guide,Report,Grow your business,Improve customer experience,Improve customer experience,CX Evolution,Digital,Enterprise,Midsized,SMB,Financial,Healthcare,Industrial,Public,Retail,Technology\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/state-of-cx-consumer-business-perspectives-gaps-opportunities?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">The State of CX: Consumer and business perspectives, gaps and opportunities<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nThe State of CX\r\n\r\nConsumer and business perspectives, gaps and opportunities\r\n[webinarschedulesingle][cutoff co_thick=\"2px\"]Consumers\u2019 ever-rising expectations include a first-contact resolution and fast response among their top service priorities. As customer experience (CX) organizations face rising transaction volume and complexity, meeting these demands is tougher than ever.\r\n\r\nJoin us for \u201cThe state of CX: Consumer and business perspectives, gaps and opportunities\u201d to hear our expert panel discuss findings from global research on today\u2019s top strategic CX priorities and challenges. Get key insights on what\u2019s valued most in a customer experience today, pulled from surveys of 2,629 consumers and 690 CX executives. And learn how current trends compare to a similar study conducted in 2017.\r\n\r\nJoin us as we discuss:\r\n\r\n \tHow companies are trying to win on CX\r\n \tWhat consumers consider to be exceptional service\r\n \tWhy businesses need to rethink their channel mix to match changing preferences\r\n \tWhat a focus on personalization and privacy can do to enhance CX\r\n\r\nWhile some organizations are struggling with interaction complexity, aging technology, resource constraints and a lack of agility, CX leaders have countless opportunities to win in today\u2019s experience economy with a clear path toward loyalty and growth.\r\n\r\nResearch shows we\u2019re entering a new phase of CX. Be sure your company is ready.[mktoform cta_header=\"Watch now\" cta_button=\"Watch now\" cms_hold=\"RG\" cid_id=\"7011T000001Ix2A\"]\r\nMeet the Speakers\r\n\r\nClaire Beatty\r\nSenior Director of Thought Leadership\r\nGenesys\r\n\r\nElcenora Martinez\r\nGlobal Vice President of Digital, AI and Cloud Product Marketing\r\nGenesys\r\n\r\nAdrian Swinscoe\r\nCustomer experience advisor,\r\nauthor, speaker and workshop leader\r\nAspirant Punk\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Demo,Improve customer experience,Genesys DX,Digital\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/see-genesys-dx-in-action-see-the-future-of-digital-engagement-today?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Demo Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">See Genesys DX in action: See the future of digital engagement &#8211; today<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nDemo Webinar\r\n\r\nSee Genesys DX in action\r\n\r\nThe future of digital engagement - today\r\n[webinarschedulesingle][cutoff co_thick=\"2px\"]Your customers want more than 24\/7 access. They want the convenience of engaging on the channels they prefer. And they want it to feel personal. To deliver, you need an intelligent all-in-one digital solution to engage and wow customers \u2013 anytime, anywhere.\r\n\r\nIn this 20-minute Genesys DX demo, you\u2019ll see how an AI-powered solution creates personalized experiences, empowers agents and delivers value with:\r\n\r\n \tIntelligent self-service options for a personalized experience\r\n \tAn intuitive multi-channel workspace with real-time agent assistance\r\n \tAI-powered insights for continuous optimization as customer behavior change\r\n\r\n[mktoform cta_header=\"Watch now\" cta_button=\"Watch now!\" ar_status=\"Asset\" cms_hold=\"RG\" cid_id=\"7011T000001IwuQQAS\"]\r\nMeet the Speaker\r\n\r\nJames Cockbill\r\nSenior Solutions Consultant\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Demo,Level up your technology,Improve customer experience,Genesys AI,Genesys Cloud,genesys cloud cx,AI and automation,Enterprise,Midsized\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/see-genesys-cloud-cx-in-action-predictive-routing?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Demo Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">See Genesys Cloud in action: Predictive Routing<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nMonthly Demo\r\n\r\nSee Genesys Cloud in action: Predictive Routing\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]Connecting customers to the right agent is key to delivering outstanding customer experiences. In this live demo of the Genesys CloudTM platform, you\u2019ll see how easy it is to use artificial intelligence (AI)-driven predictive routing to make those connections.\r\nPredictive routing analyzes real-time data to match customers with the best agent for their needs \u2014 and optimizes each interaction through machine learning.\r\nIn this 20-minute demo, you\u2019ll learn how to:\r\n\r\nReplace manual routing methods with smart automated routing\r\nDetermine which queues benefit most from optimization\r\nQuickly install a free, 30-day trial\r\n\r\n[mktoform cta_header=\"REGISTER NOW\" cta_button=\"Register Now!\" cids_overwrite=\"disabled\" form_type=\"hot\" cms_hold=\"RG\" cid_id=\"7011T000001IwQjQAK\"]\r\nMeet the Speaker\r\n\r\nJJ Earle-Henson\r\nSenior Strategic Sales Consultant\r\nGenesys\r\n\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Level up your technology,Genesys AI,AI and automation\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/ai-and-ethics-dos-and-donts-to-scale-government-services?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">AI and Ethics: Do&#8217;s and Don&#8217;ts to Scale Government Services<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-Demand Webinar\r\n\r\nAI and Ethics: Do's and Don'ts to Scale Government Services\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]Are you a real human? Artificial intelligence (AI) has the power to completely change how government agencies interact with the constituents they serve. AI can save costs and time, expedite issues and provide baseline information. But the ethical considerations at play for how, when and why to use AI to engage with constituents are still being worked out.\r\n\r\nYou'll learn from government experts about privacy, transparency, ethical and security considerations of implementing AI for your citizen experiences.\r\n\r\nSpecifically, you\u2019ll learn:\r\n\r\n \tThe results from a recent GovLoop survey detailing the ethical considerations for AI.\r\n \tHow some of the most successful agencies have utilized AI for better citizen experiences.\r\n \tSome of the biggest barriers holding agencies back from implementing more AI solutions.\r\n\r\n[mktoform cta_header=\"WATCH THE ON-DEMAND RECORDING\" cta_button=\"Watch Now!\" cms_hold=\"RG\" cid_id=\"7011T000001YcCaQAK\"]\r\nMeet the Speakers\r\n\r\nGil Alterovitz, PhD, FACMI, FAMIA\r\nDirector, National Artificial Intelligence Institute\r\nU.S. Department of Veterans Affairs\r\n\r\nEugene DeVillamil\r\nFounder and President\r\nYama Industrials, Inc.\r\n\r\nAndrew Wright\r\nState, Local and Education Leader, Western US\r\nGenesys\r\n\r\nJohn Monroe\r\nModerator and Director of Content\r\nGovLoop\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Improve customer experience,Level up your technology,Enterprise,Midsized\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/humanizing-the-contact-center-how-values-predict-agent-performance?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Humanizing the contact center: How values predict agent performance<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-Demand Webinar\r\n\r\n[this_page_title]\r\n[cutoff co_thick=\"2px\"][webinarschedule]Research shows that values\u2014what people care most about\u2014are the top\u202fpredictors of behavior. By understanding what the highest performing call center agents value, CX leaders can gain unique\u202finsight into attracting, motivating and\u202fretaining the staff who will deliver the highest levels of\u202fcustomer service.\r\n\r\nIn this webinar, we\u2019ll explore findings of innovative research from Genesys and Valuegraphics that examines how personal values shape behavior inside the contact center. You\u2019ll learn:\r\n\r\n \tWhat top-performing call center agents value most in life and how that impacts their actions and decisions\r\n \tWhy using values as a lens for talent development and culture-building will lead to notable gains in employee engagement and customer satisfaction\r\n \tHow to use values to better recruit, train, motivate and retain a high-performing workforce\r\n\r\n[mktoform cta_header=\"WATCH NOW\" cta_button=\"Watch Now!\" cms_hold=\"RG\" cid_id=\"7011T000001IvzxQAC\"]\r\nMeet the Speakers\r\n\r\nDavid Allison\r\nFounder\r\nValuegraphics\r\n\r\nGinger Conlon\r\nThought Leadership Director\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Demo,Level up your technology,Improve customer experience,Integrations,Enterprise\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/interactive-demo-see-genesys-cloud-cx-deployed-live?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Demo Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Interactive demo: See Genesys Cloud deployed live<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nInteractive Demo\r\n\r\nSee Genesys Cloud deployed live\r\n[cutoff co_thick=\"2px\"]Your legacy on-premises contact center system is nearing its end of life. Now\u2019s the time to determine what\u2019s next. Upgrading to a cloud solution is the next best step. Learn how to get there without a long, complicated deployment process.\r\n\r\nJoin us for this interactive session to see how easy it is to set up a true cloud platform with digital, AI and workforce engagement management capabilities \u2014 all in a unified interface.\r\n\r\nWe\u2019ll build and deploy a live instance of the Genesys CloudTM platform in real time. Then, with the help of a brave volunteer, we\u2019ll use it to respond to a few calls and chats .\r\n\r\nOn the agenda:\r\n\r\n \tGetting to the cloud quickly \u2014 without compromising security or availability\r\n \tBenefits of an all-in-one cloud platform with essential capabilities\r\n \tAdvantages of partnering with a team of experts instead of signing with a tech vendor\r\n\r\n[mktoform cta_header=\"WATCH THE ON-DEMAND RECORDING\" cta_button=\"Watch Now!\" cms_hold=\"RG\" cid_id=\"7011T000001IvZ6QAK\"]\r\nMeet the Speakers\r\n\r\nAbi Chandra\r\nStrategic Marketing, Senior Director\r\nGenesys\r\n\r\nJason Alley\r\nSenior Director, Product Marketing\r\nGenesys\r\n\r\nVince Mendoza\r\nPrincipal Solution Consultant\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Analyst,Genesys Cloud,genesys cloud cx,Genesys Engage,genesys multicloud cx,PureConnect\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/rethink-workforce-engagement-management-in-2021-and-beyond?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Analyst Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Rethink: Workforce engagement management in 2021 and beyond<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-Demand Webinar\r\n\r\nRethink: Workforce engagement management in 2021 and beyond\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]Great customer experience is more critical today than ever before. To deliver an exceptional experience, employees need to be equipped with the right knowledge, skills and tools.\r\n\r\nJoin independent consultants Lori Bocklund; Nikki Barnsley from leading estate agency, Purplebricks; and WEM leaders from Genesys and get insights on how\u00a0to engage and grow your workforce to reduce turnover and costs. They\u2019ll also explore how to execute on your WEM strategy to improve employee and customer experiences.\r\n\r\nOn the agenda:\r\n\r\n \tThe value of an integrated, cloud-based solution across WEM and CCaaS\r\n \tKey WEM buying trends for today and the post-COVID world\r\n \tThe role of workforce engagement management (WEM) in enhancing employee and customer experiences\r\n\r\n[mktoform cta_header=\"WATCH THE ON-DEMAND RECORDING\" cta_button=\"Watch Now!\" cms_hold=\"RG\" cid_id=\"7011T000001YZNzQAO\"]\r\nMeet the Speakers\r\n\r\nMerijn te Booij\r\nGeneral Manager, WEM\r\nGenesys\r\n\r\nLori Bocklund\r\nPresident\r\nStrategic Contact\r\n\r\nNikki Barnsley\r\nWFO Planner\r\nPurplebricks\r\n\r\nCameron Smith\r\nVP of Product Management, WEM\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/how-ai-is-modernizing-citizen-engagement-with-government?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">How AI is modernizing citizen engagement with government<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-Demand Podcast\r\n\r\nHow AI is modernizing citizen engagement with government\r\n[cutoff co_thick=\"2px\"]Government agencies saw a surge in constituent requests during the COVID-19 pandemic. Call center agents in particular had to handle this growth without a corresponding increase in resources.\r\nNow agencies are using customer experience platforms that include emerging technologies like artificial intelligence and chatbots to improve communication and modernize their services. In our Industry Insights podcast, Dave York, SVP of Public Sector for Genesys, discusses how agencies are modernizing their engagement with citizens to meet immediate and long-term needs.\r\nLISTEN NOW[mktoform cta_header=\"Listen to the podcast\" cta_button=\"Listen Now!\" cms_hold=\"RG\" cid_id=\"7011T000001Ybu2QAC\"]\r\nMeet the Speakers\r\n\r\nDavid York\r\nSVP, Sales - Government\r\nGenesys\r\n\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Level up your technology,Grow your business,Genesys AI,Digital\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/building-a-better-bot-optimizing-chatbots-for-government-services?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Building a better bot: Optimizing chatbots for government services<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-Demand Recording\r\n\r\nBuilding a better bot: Optimizing chatbots for government services\r\n[cutoff co_thick=\"2px\"]Chatbots have played a vital role for government agencies throughout the COVID-19 pandemic. When the pandemic began, nearly 75% of states launched new chatbots to meet the increasing demand for public services.\r\n\r\nBut agencies have faced challenges optimizing these new solutions, resulting in communication tools that are underused or misaligned with human support.\r\n\r\nWatch our webinar to learn how:\r\n\r\n \tChatbots can free up agency employees for the highest-value work\r\n \tTo bridge the constituent journey across multiple touchpoints\r\n \tTo make better use of chatbots, whether your agency has relied on them for years or you\u2019re just getting started\r\n\r\n[mktoform cta_header=\"WATCH THE ON-DEMAND RECORDING\" cta_button=\"Watch Now!\" form_type=\"hot\" cms_hold=\"RG\" cid_id=\"7011T000001YZF2QAO\"]\r\nMeet the Speakers\r\n\r\nBob Woolley\r\nSenior Fellow,\r\nCenter for Digital Government\r\n\r\nRen\u00e9e Murray\r\nE-Government Program Lead,\r\nMississippi Department of Information Technology Services (ITS)\r\n\r\nTony Pearson\r\nSolution Consultant Leader for Public Sector,\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Improve customer experience\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/linkedin-live-how-to-reconnect-with-disconnected-customers?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">LinkedIn Live: How to reconnect with disconnected customers<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nLinkedIn Live\r\n\r\nHow to reconnect with disconnected customers\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]It\u2019s undeniable. The COVID-19 pandemic has affected businesses and consumers worldwide. In our new report, \u201cThe connected customer experience,\u201d we found that:\r\n\r\n \t2 in 5 consumers feel less connected now than before the pandemic\r\n \t67% of consumers prefer empathetic customer service experiences over speedy resolutions\r\n \t70% of consumers worldwide believe a company is only as good as its customer service\r\n\r\nConnecting with customers in this new paradigm is difficult. But companies that provide empathetic, human-first interactions will be best positioned to earn loyalty.\r\n\r\nWatch the on-demand recording of our LinkedIn Live session to hear more findings and learn how empathy is the key to creating lasting customer relationships.[mktoform form_type=\"hot\" cta_header=\"WATCH THE ON-DEMADN RECORDING\" cta_button=\"Watch Now!\" ar_status=\"dynamic\" cms_hold=\"RG\" cid_id=\"7011T000001Yc4bQAC\"]\r\nMeet the Speakers\r\n\r\nCharlie Godfrey\r\nSenior Director, Business Consulting\r\nGenesys\r\n\r\nJanelle Dieken\r\nSVP, Content Marketing\r\nGenesys\r\n\r\nGinger Conlon\r\nThought Leadership Director\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Demo,Genesys Cloud,genesys cloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/see-genesys-cloud-in-action-sync-with-customers-with-asynchronous-web-messaging?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Demo Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">See Genesys Cloud in action: Sync with customers with asynchronous web messaging<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nMonthly Demo\r\n\r\nSee Genesys Cloud in action: Sync with customers with asynchronous web messaging\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]Users want to connect, but they also want it to be convenient. With web messaging they can start a conversation with you any time, even if an agent isn\u2019t available. And they can pause the conversation and resume later without having to repeat themselves \u2013 because your agents will still have the conversation history.\r\nJoin our web messaging demo to see how easy it is to sync asynchronously. In 20 minutes, we\u2019ll show you how to:\r\n\r\nEngage users 24\/7 with messaging conversations that persist\r\nAllow users to pause and pick up the conversation later, even on another device\r\nDeploy and customize web messaging with limited IT involvement\r\n\r\n[mktoform cta_header=\"REGISTER NOW\" cta_button=\"Register Now!\" cids_overwrite=\"disabled\" form_type=\"hot\" cms_hold=\"RG\" cid_id=\"7011T000001Yb63QAC\"]\r\nMeet the Speakers\r\n\r\nJJ Earle-Henson\r\nSenior Strategic Sales Consultant\r\nGenesys\r\n\r\nBrad Forsythe\r\nSenior Strategic Sales Consultant\r\nGenesys\r\n\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"AppFoundry,Improve customer experience,Improve employee experience,Level up your technology,Genesys Cloud,genesys cloud cx,AI and automation,Analytics and reporting,Financial,Healthcare,Retail\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/actionable-ai-driven-insights?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">AppFoundry Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Genesys and Observe.AI: Actionable AI-driven insights<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nAppFoundry Webinar\r\n\r\nGenesys and Observe.AI: Actionable AI-driven insights\r\n[cutoff co_thick=\"2px\"]\r\nAdding artificial intelligence (AI) and analytics to the customer journey improves the overall experience for your customers and your agents. Join this webinar to learn how Observe.AI interaction analytics, quality management and agent coaching \u2014 coupled with the powerful Genesys Contact Center as a Service (CCaaS) platform \u2014 gives you a competitive edge.\r\n&nbsp;\r\nFind out how to:\r\n\r\n \t\r\nLeverage AI and analytics to gain actionable insights\r\n\r\n \t\r\nImprove agent performance\r\n\r\n \t\r\nTake advantage of a margin-rich platform that allows for partner service wrap\r\n\r\n\r\n[mktoform form_type=\"hot\" cta_header=\"REGISTER NOW\" cta_button=\"Register Now!\" form_reach=\"noreach\" cms_hold=\"RG\" cid_id=\"7011T000001YbO9QAK\"]\r\nMeet the Speakers\r\n\r\nDavid Feliu\r\nDirector of Alliances\r\nObserve.ai\r\n\r\nJay Acosta\r\nHead of Alliances - CCaaS, System Integrators &amp; Service Providers\r\nObserve.ai\r\n\r\nYige Li\r\nSolutions Engineer\r\nObserve.ai\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Improve customer experience,Improve employee experience\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/delivering-empathy-across-all-brand-touchpoints?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Delivering Empathy Across All Brand Touchpoints<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-Demand Webinar\r\n\r\nDelivering Empathy Across All Brand Touchpoints\r\n[cutoff co_thick=\"2px\"]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 to ensure that every interaction is as seamless as possible, providing a unified view of your customer.\r\n\r\nThis unified view is possible by tapping into direct and contextual customer data from across the organization. Together, Genesys and Adobe have enabled customers to understand, control, and connect experiences. Learn how you can deliver more-specific personalization and achieve business objectives, such as increased customer lifetime value, higher conversions, and keener insights.\r\n\r\nWatch the on-demand session and dive into how organizations can:\r\n\r\n \tGain a deeper understanding of customer context across every touchpoint\r\n \tDiscover the significance of experience as a service\r\n \tLearn how to deliver the power of empathy to enhance every experience\r\n\r\n[mktoform form_type=\"hot\" cta_header=\"WATCH THE ON-DEMAND RECORDING\" cta_button=\"Watch Now!\" cms_hold=\"RG\" cid_id=\"7011T000001YaqtQAC\"]\r\nMeet the Speaker\r\n\r\nPeter Graf\r\nChief Strategy Officer\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"AppFoundry,Improve customer experience,Improve employee experience,Genesys Cloud,genesys cloud cx,Financial,Healthcare,Retail\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/omnichannel-help-desk-software-unites-front-and-back-offices?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">AppFoundry Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Omnichannel help desk software unites front and back offices<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nAppFoundry Webinar\r\n\r\nOmnichannel help desk software unites front and back offices\r\n[cutoff co_thick=\"2px\"]Agents waste time clicking between quick-fix point apps and siloed legacy systems. Without a 360-degree view of the customer, service professionals rely on \u201ctribal knowledge\u201d to resolve issues.\r\nIn this webinar, hear from Eccentex contact center experts Maksim Gill and Jim Pierce on how an end-to-end platform can help provide exceptional customer service.\r\nYou\u2019ll discover:\r\n\r\nWhy siloes form and how to avoid them\r\nHow case management can automate repetitive tasks and empower agents to make better decisions\r\nBest practices for an omnichannel-enabled ticketing system\r\n\r\n[mktoform cta_header=\"REGISTER NOW\" cta_button=\"Register Now!\" form_reach=\"noreach\" form_type=\"hot\" cms_hold=\"RG\" cid_id=\"7011T000001YaUxQAK\"]\r\nMeet the Speakers\r\n\r\nMaksim Gill\r\nVP of Product\r\nEccentex\r\n\r\nJim Pierce\r\nVP of Customer Success\r\nEccentex\r\n\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Level up your technology\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/the-naham-online-experience-now-what-patient-access-variability?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">The NAHAM Online Experience: Now What? Patient Access Variability<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-Demand Recording\r\n\r\nThe NAHAM Online Experience: Now What? Patient Access Variability\r\n\r\nNow What? Dealing with Access Variability and Leveraging Adaptable Patient Engagement Technology\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]Are your inquiries from patients rising, long hold times, and referral backlogs affecting your patient experience?\r\n\r\nView this on-demand session from The NAHAM Online Experience Virtual Conference featuring Genesys and Rochester Regional Health to learn how Rochester Regional Health was able to adapt to operational and clinical changes in access needs by incorporating analytics and productivity tools while leveraging their Genesys Customer Experience Platform. You will also explore how patient experience technology can support you in the face of increasing challenges in meeting the patients\u2019 needs and the teams that serve them.[mktoform form_type=\"hot\" cta_header=\"WATCH THE ON-DEMAND RECORDING\" cta_button=\"Watch Now!\" cms_hold=\"RG\" cid_id=\"7011T000001YZSfQAO\"]\r\nMeet the Speakers\r\n\r\nJason Zawodzinski\r\nSr. Manager of Technical Operations\r\nRochester Regional Health\r\n\r\nTara Mahoney\r\nGlobal Healthcare Managing Director\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Demo,Genesys Cloud,genesys cloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/see-genesys-cloud-in-action-the-ins-and-outs-of-sms-and-social-messaging?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Demo Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">See Genesys Cloud in action: The ins and outs of SMS and social messaging<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nMonthly Demo\r\n\r\nSee Genesys Cloud in action: The ins and outs of SMS and social messaging\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]Many organizations are hesitant to dive into the world of SMS and social messaging due to complexity in both technology and in best practice. But with a partner who can provide a single source for managing all your customer channels, serving customer becomes simple.\r\n\r\nJoin our 20-minute demo to see how to:\r\n\r\n \tManage inbound SMS and social messaging engagements\r\n \tEasily engage across all your digital channels\r\n \tCreate an outbound SMS campaign\r\n\r\n[mktoform form_type=\"hot\" cta_header=\"REGISTER NOW\" cta_button=\"Register Now!\" cms_hold=\"RG\" cid_id=\"7011T000001YaE1QAK\"]\r\nMeet the Speakers\r\n\r\nJJ Earle-Henson\r\nSenior Strategic Sales Consultant\r\nGenesys\r\n\r\nBrad Forsythe\r\nSenior Strategic Sales Consultant\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"AppFoundry,Improve customer experience,Improve employee experience,Genesys Cloud,genesys cloud cx,Financial,Healthcare,Retail\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/agent-performance-and-coaching-harnessing-the-power-of-analytics-and-ai?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">AppFoundry Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Agent performance and coaching: Harnessing the power of analytics and AI<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nAppFoundry On-demand Webinar\r\n\r\nAgent performance and coaching: Harnessing the power of analytics and AI\r\n[cutoff co_thick=\"2px\"]Contact center agents are the front lines of your brand experience \u2014 and your brand\u2019s success. But they don\u2019t always get the feedback they need.\r\n\r\nWith Observe.AI Agent Performance and Coaching features, contact center managers can coach agents based on data \u2014 not hunches.\r\n\r\nIn this webinar, you\u2019ll learn how to:\r\n\r\n \tMake data-driven coaching decisions \r\n \tPersonalize agent feedback to improve customer experience\r\n \tMake coaching consistent and measurable\u00a0\r\n\r\n[mktoform form_type=\"hot\" cta_header=\"Sign up now!\" cta_button=\"Register Now!\" form_reach=\"noreach\" cms_hold=\"RG\" cid_id=\"7011T000001Ya2tQAC\"]\r\nMeet the Speakers\r\n\r\nLindsey Plocek\r\nHead of Marketing\r\nObserve.AI\r\n\r\nAdrian Valenzuela\r\nSr. Account Executive\r\nObserve.AI\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"AppFoundry,Improve customer experience,Improve employee experience,Genesys Cloud,genesys cloud cx,Financial,Healthcare,Retail,Technology\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/solve-post-covid-19-business-problems-with-texting?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">AppFoundry Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Solve Post-COVID-19 Business Problems With Texting<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nAppFoundry On-demand Webinar\r\n\r\n\r\n\r\n\r\n\r\nSolve Post-COVID-19 Business Problems With Texting\r\n\r\n\r\n\r\n\r\n[cutoff co_thick=\"2px\"]The COVID-19 pandemic has permanently changed customer expectations \u2014 and how customers want to engage with you. Text messages are now critical to giving customers the experience they expect. Still, it can be difficult for businesses to get started with this channel.\r\n\r\nIn this webinar you\u2019ll learn how to:\r\n\r\n \tUse texting to manage call volumes while cutting operational costs\r\n \tMake your business more responsive \u2014 without adding headcount \u2014 using agentless SMS\r\n \tIncrease customer engagement with text messages\r\n\r\n[mktoform form_type=\"hot\" cta_header=\"REGISTER NOW\" cta_button=\"Watch Now!\" form_reach=\"noreach\" cms_hold=\"RG\" cid_id=\"7011T000001YZvsQAG\"]\r\nMeet the Speakers\r\n\r\nRob Oscanyan\r\nDirector of Marketing\r\nTextel\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"AppFoundry,Improve customer experience,Improve employee experience,Genesys Cloud,genesys cloud cx,Financial,Healthcare,Retail\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/improving-customer-interaction-with-genesys-cloud-and-emite-analytics?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">AppFoundry Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Improving Customer Interaction with Genesys Cloud and eMite Analytics<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nAppFoundry On-demand Webinar\r\n\r\nImproving Customer Interaction with Genesys Cloud and eMite Analytics\r\n[cutoff co_thick=\"2px\"]Empower your organization to gain complete visibility of your customers so you can make smarter decisions and provide superior service.\r\n\r\nLearn how tools like sentiment analysis, self-service dashboards and custom KPIs give you a deeper understanding of your customers and their journeys. You'll discover how these insights help you create experiences that build trust and earn loyalty.[mktoform form_type=\"hot\" cta_header=\"REGISTER NOW\" cta_button=\"Watch Now!\" form_reach=\"noreach\" cms_hold=\"RG\" cid_id=\"7011T000001YZXqQAO\"]\r\nMeet the Speakers\r\n\r\nDavid Russell\r\nDirector, EMEA\r\neMite\r\n\r\nJamie Lind\r\nVP, EMEA\r\neMite\r\n\r\nJonathan Boyd\r\nSr. Solution Consultant\r\neMite\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Webinar Bytes,Genesys Cloud,genesys cloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/webinar-bytes-channel-surfing-mastering-digital-channels-for-your-business?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Webinar Bytes<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">[Webinar Bytes] Channel Surfing: Mastering Digital Channels for your business<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nWebinar Bytes\r\n\r\nChannel Surfing: Mastering Digital Channels for your business\r\n[cutoff co_thick=\"2px\"]We\u2019ve taken one of our webinars and broken it down in to smaller video segments.\u00a0 Check out some of the most important parts of the webinar below.\u00a0 Then watch the full video by clicking the link below.JTNDaWZyYW1lJTIwc3JjJTNEJTIyaHR0cHMlM0ElMkYlMkZnby5wYXJtb25pYy5jb20lMkZ3aWRnZXQlMkZwcmV2aWV3JTJGMzE2OSUzRmxheW91dCUzRGhvcml6b250YWwlMjZ3ZWJpbmFyVmlzaWJsZSUzRGZhbHNlJTI2c2hvd0NvbnRpbnVlUGxheSUzRGZhbHNlJTI2bW9tZW50SWRzJTNEMjEyODQlMjZtb21lbnRJZHMlM0QyMTMwMCUyNm1vbWVudElkcyUzRDIxMjg1JTI2bW9tZW50SWRzJTNEMjEyODIlMjZtb21lbnRJZHMlM0QyMTI4MyUyNm1vbWVudElkcyUzRDIxMjg4JTI2bW9tZW50SWRzJTNEMjEyODYlMjIlMjB3aWR0aCUzRCUyMjEwMCUyNSUyMiUyMGhlaWdodCUzRCUyMjQ1MHB4JTIyJTIwZnJhbWVib3JkZXIlM0QlMjIwJTIyJTNFJTNDJTJGaWZyYW1lJTNFDigital channels, like web chat, social messaging apps and chatbots, hold tremendous potential for customer engagement and support. And while there\u2019s great appetite for them from both customers and businesses, customer experience leaders often feel they\u2019ve yet to realize the full potential of these digital channels.\r\n\r\nIf you\u2019re looking to add new digital channels or want to get the most from channels you\u2019ve already deployed, join us for this roundtable discussion. Our panel of experts will discuss the fundamentals of using these channels to listen, understand, and act on customer needs with empathy.\r\n\r\nWatch the full webinar by clicking this\u00a0link.[cutoff co_thick=\"2px\"]\r\nMeet the Speakers\r\n\r\nRobin Gareiss\r\nCEO &amp; Principal Analyst\r\nMetrigy\r\n\r\nCharlie Godfrey\r\nSenior Director\r\nGenesys\r\n\r\nNeil O\u2019Donohue\r\nVP, Professional Services\r\nGenesys\r\n[cutoff co_thick=\"2px\"]1\r\n00:00:00,000 --&gt; 00:00:04,520\r\nSo, mastering digital channels, why does digital matter so much today?\r\n\r\n2\r\n00:00:04,760 --&gt; 00:00:08,110\r\nAnd so, we recently published a paper of human connections\r\n\r\n3\r\n00:00:08,110 --&gt; 00:00:11,910\r\nin crisis. And I don't think it's a surprise to anyone to\r\n\r\n4\r\n00:00:11,910 --&gt; 00:00:17,300\r\nhear that people are feeling disconnected. There's a connection deficit,\r\n\r\n5\r\n00:00:18,250 --&gt; 00:00:22,230\r\nas people are interacting with other people and companies they\r\n\r\n6\r\n00:00:22,230 --&gt; 00:00:26,140\r\ndo business with. Interesting is the people that feel the\r\n\r\n7\r\n00:00:26,140 --&gt; 00:00:31,080\r\nmost disconnected, basically their behavior is less digital. The people\r\n\r\n8\r\n00:00:31,080 --&gt; 00:00:34,430\r\nthat feel connected are using digital channels to do so.\r\n\r\n9\r\n00:00:34,880 --&gt; 00:00:38,700\r\nSo, digital is really helping people to feel connected with\r\n\r\n10\r\n00:00:38,700 --&gt; 00:00:42,580\r\ntheir peers and with their companies. So, what does that\r\n\r\n11\r\n00:00:42,580 --&gt; 00:00:45,140\r\nmean? And you'll hear some terms, one thing that we\r\n\r\n12\r\n00:00:45,140 --&gt; 00:00:49,340\r\nhear a lot in the market is empathy. And some\r\n\r\n13\r\n00:00:49,340 --&gt; 00:00:52,040\r\npeople have a strong reaction to this that it's fuzzy\r\n\r\n14\r\n00:00:52,040 --&gt; 00:00:56,130\r\nor emotional. And what's important to understand is empathy is\r\n\r\n15\r\n00:00:56,130 --&gt; 00:01:00,340\r\nnot about sympathy, it's not about being nice. It's about\r\n\r\n16\r\n00:01:00,340 --&gt; 00:01:04,970\r\nunderstanding what another person is experiencing. This is a rather\r\n\r\n17\r\n00:01:04,970 --&gt; 00:01:10,720\r\nacademic definition of empathy, but essentially it's this. Walk in\r\n\r\n18\r\n00:01:10,720 --&gt; 00:01:13,910\r\nthe other guy's shoes. What is he been through? How\r\n\r\n19\r\n00:01:13,910 --&gt; 00:01:17,410\r\ncan I help? And so, while that's deems like a\r\n\r\n20\r\n00:01:17,410 --&gt; 00:01:24,130\r\nvery abstract concept, we've taken a shot at making it\r\n\r\n21\r\n00:01:24,130 --&gt; 00:01:25,960\r\ntangible and making it actionable.<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Webinar Bytes,Genesys Cloud,genesys cloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/webinar-bytes-integrate-microsoft-teams-with-genesys-cloud?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Webinar Bytes<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">[Webinar Bytes] Integrate Microsoft Teams with Genesys Cloud<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nWebinar Bytes\r\n\r\nIntegrate Microsoft Teams with Genesys Cloud\r\n[cutoff co_thick=\"2px\"]We\u2019ve taken one of our webinars and broken it down in to smaller video segments.\u00a0 Check out some of the most important parts of the webinar below.\u00a0 Then watch the full video by clicking the link below.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 Genesys CloudTM integration with Microsoft Teams lets employees collaborate and empowers them to deliver great customer experiences \u2014 from anywhere.\r\n\r\nIn these webinar bytes, we 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.\r\n\r\nWatch the full webinar by clicking this link.[cutoff co_thick=\"2px\"]\r\nMeet the Speakers\r\n\r\nChris Connolly\r\nVice President, Solution Strategy\r\nGenesys\r\n\r\nMike Ammerlaan\r\nDirector, Product Marketing\r\nMicrosoft 365 Ecosystem\r\n\r\nTrey Buck\r\nSenior Product Manager\r\nGenesys\r\n[cutoff co_thick=\"2px\"]1\r\n00:00:00,000 --&gt; 00:00:03,460\r\nMicrosoft Teams is kind of the latest generation of communication\r\n\r\n2\r\n00:00:03,460 --&gt; 00:00:06,940\r\ntools that are a part of Microsoft 365. Starting from\r\n\r\n3\r\n00:00:06,940 --&gt; 00:00:11,700\r\na lineage of Microsoft Communicator, probably about 13, 14 years\r\n\r\n4\r\n00:00:11,700 --&gt; 00:00:15,400\r\nago. Microsoft Teams is the latest iteration and really it's\r\n\r\n5\r\n00:00:15,400 --&gt; 00:00:18,370\r\nkind of designed to be this one stop shop, this\r\n\r\n6\r\n00:00:18,370 --&gt; 00:00:22,130\r\ntool that integrates all different communication modalities into one place,\r\n\r\n7\r\n00:00:22,360 --&gt; 00:00:25,150\r\ncoupled with a number of different apps and integrations to\r\n\r\n8\r\n00:00:25,360 --&gt; 00:00:28,770\r\nmake those experiences better. I think the hallmark of Microsoft\r\n\r\n9\r\n00:00:28,770 --&gt; 00:00:31,720\r\nTeams is really the ability for teams to come together\r\n\r\n10\r\n00:00:31,720 --&gt; 00:00:34,990\r\nin groups called teams, and that they can have this\r\n\r\n11\r\n00:00:34,990 --&gt; 00:00:38,760\r\nability to collaborate, communicate, to put all their text messages\r\n\r\n12\r\n00:00:39,100 --&gt; 00:00:41,530\r\nin this open space where if you're a new member\r\n\r\n13\r\n00:00:41,530 --&gt; 00:00:43,230\r\njoining a team you can come in, you can see\r\n\r\n14\r\n00:00:43,230 --&gt; 00:00:46,150\r\nall the communications and things that have happened as part\r\n\r\n15\r\n00:00:46,150 --&gt; 00:00:49,770\r\nof that overall communication experience like you're having. Of course,\r\n\r\n16\r\n00:00:49,770 --&gt; 00:00:54,620\r\nanother major capability is meetings, supporting audio visual meetings, the\r\n\r\n17\r\n00:00:54,620 --&gt; 00:00:58,020\r\nability for people to get together, even supporting things like\r\n\r\n18\r\n00:00:58,020 --&gt; 00:01:00,640\r\nlive events and the like. I think the other real\r\n\r\n19\r\n00:01:00,640 --&gt; 00:01:03,780\r\nhallmark of Microsoft Teams is that we're trying to simplify\r\n\r\n20\r\n00:01:03,780 --&gt; 00:01:06,890\r\nwork by bringing in applications like Excel, but then also\r\n\r\n21\r\n00:01:06,890 --&gt; 00:01:10,780\r\nother applications like whether it's Trello or other things that\r\n\r\n22\r\n00:01:10,780 --&gt; 00:01:13,070\r\nyou can bring into your team's workspaces so that you\r\n\r\n23\r\n00:01:13,070 --&gt; 00:01:15,900\r\nhave everything at your fingertips, all that knowledge and all\r\n\r\n24\r\n00:01:15,900 --&gt; 00:01:19,950\r\nthose sets of tools, all in one place, available for\r\n\r\n25\r\n00:01:19,950 --&gt; 00:01:22,660\r\nyour teams to go access and pull together. So really\r\n\r\n26\r\n00:01:22,660 --&gt; 00:01:27,080\r\nbuilt on this philosophy that communication works best when things\r\n\r\n27\r\n00:01:27,080 --&gt; 00:01:30,460\r\nget integrated and pulled together, which is definitely a corresponding\r\n\r\n28\r\n00:01:30,460 --&gt; 00:01:33,350\r\nphilosophy that we have with the Genesys folks as well.<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Webinar Bytes\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/webinar-bytes-genesys-engage-on-microsoft-azure-built-for-enterprise?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Webinar Bytes<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">[Webinar Bytes] Genesys Multicloud CX on Microsoft Azure: Built for enterprise<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nWebinar Bytes\r\n\r\nGenesys Multicloud CX on Microsoft Azure: Built for enterprise\r\n[cutoff co_thick=\"2px\"]We\u2019ve taken one of our webinars and broken it down in to smaller video segments.\u00a0 Check out some of the most important parts of the webinar below.\u00a0 Then watch the full video by clicking the link below.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Customer experience is a powerful differentiator. When the world knows your brand, the stakes are high. If you can't deliver the experience your customers expect, they'll find someone who can.\r\n\r\nTo create a cloud ecosystem that delivers the level of experience your customers expect, you need global partners that provide personalization, scalability and security.\r\n\r\nWatch the full webinar by clicking this\u00a0link.[cutoff co_thick=\"2px\"]\r\nMeet the Speakers\r\n\r\nMerrie Williamson\r\nVP, Azure Apps and Infrastructure\r\nMicrosoft\r\n\r\nTodd Hollenberg\r\nVP, Product Management\r\nGenesys\r\n\r\nAbi Chandra\r\nCloud Evangelist\r\nGenesys\r\n\r\nRanga Thittai\r\nVP for Enterprise Network Services\r\nTech Mahindra\r\n[cutoff co_thick=\"2px\"]1\r\n00:00:00,260 --&gt; 00:00:03,660\r\nIn my experiences, as I've been talking to customers, the\r\n\r\n2\r\n00:00:03,660 --&gt; 00:00:06,690\r\nthemes that I wanted to share today were, those customers\r\n\r\n3\r\n00:00:06,690 --&gt; 00:00:09,470\r\nare looking differently as they plan ahead in their future\r\n\r\n4\r\n00:00:09,470 --&gt; 00:00:13,140\r\nof doing their business on cloud. They're adopting remote work\r\n\r\n5\r\n00:00:13,140 --&gt; 00:00:16,900\r\nas a normal operating model, they're leveraging global talent in\r\n\r\n6\r\n00:00:16,900 --&gt; 00:00:20,240\r\nthat new kind of philosophy, they're accelerating their move to\r\n\r\n7\r\n00:00:20,240 --&gt; 00:00:23,450\r\ncloud and away from environments that would have been much\r\n\r\n8\r\n00:00:23,450 --&gt; 00:00:27,090\r\nfurther out, five year plans to go to cloud are\r\n\r\n9\r\n00:00:27,090 --&gt; 00:00:31,280\r\nnow 18 months. For Microsoft to serve our customers, we\r\n\r\n10\r\n00:00:31,280 --&gt; 00:00:34,400\r\nneed partnerships, and we need an ecosystem to meet the\r\n\r\n11\r\n00:00:34,400 --&gt; 00:00:38,050\r\ncustomer's diverse needs, all of these enterprise customers who trust\r\n\r\n12\r\n00:00:38,050 --&gt; 00:00:40,920\r\nMicrosoft. I'm really excited to be here to talk today\r\n\r\n13\r\n00:00:40,930 --&gt; 00:00:44,130\r\nabout our partnership with Genesys. Who's already a trusted partner\r\n\r\n14\r\n00:00:44,130 --&gt; 00:00:48,160\r\nfor many, many of our common enterprise customers. Together, Microsoft\r\n\r\n15\r\n00:00:48,160 --&gt; 00:00:51,900\r\nand Genesys are able to take these enterprises and bring\r\n\r\n16\r\n00:00:51,900 --&gt; 00:00:57,940\r\nthem deliver superior interactions for their own customers, while also\r\n\r\n17\r\n00:00:57,940 --&gt; 00:01:02,530\r\nproviding security, and scalability to manage all these complexities involved\r\n\r\n18\r\n00:01:02,530 --&gt; 00:01:06,220\r\nwith connecting ever growing number of touch points through the\r\n\r\n19\r\n00:01:06,220 --&gt; 00:01:07,240\r\ncustomer journey.<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Demo,Genesys Cloud,genesys cloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/see-genesys-cloud-in-action-leverage-the-power-of-your-crm?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Demo Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">See Genesys Cloud in action: Leverage the power of your CRM<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nMonthly Demo\r\n\r\nSee Genesys Cloud in action: Leverage the power of your CRM\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]Delivering seamless, personalized customer experiences is impossible without knowing your customers. That\u2019s why we made customer relationship management (CRM) integrations easy to deploy, maintain and navigate within Genesys Cloud.\r\n\r\nJoin us on April 29th, to see how Genesys Cloud and CRM software work hand-in-hand to enable employees with the most relevant customer data to best serve customers. In this 20-minute demo, we\u2019ll explore:\r\n\r\n \tPre-built CRM integrations, like Salesforce\r\n \tEmbedded CRM features, such as data dipping and screen pops\r\n \tFully integrated multi-channel user interface\r\n\r\n[mktoform form_type=\"hot\" cta_header=\"WATCH THE ON-DEMAND RECORDING\" cta_button=\"Watch Now!\" cms_hold=\"RG\" cid_id=\"7011T000001YZPlQAO\"]\r\nMeet the Speakers\r\n\r\nJJ Earle-Henson\r\nSenior Strategic Sales Consultant\r\nGenesys\r\n\r\nBrad Forsythe\r\nSenior Strategic Sales Consultant\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"AppFoundry,Improve customer experience,Genesys Cloud,genesys cloud cx,Financial,Healthcare,Industrial,Public,Retail,Technology\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/1-click-video-communication-for-genesys-cloud?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">AppFoundry Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">1-Click Video Communication for Genesys Cloud<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nAppFoundry On-demand Webinar\r\n\r\n1-Click Video Communication for Genesys Cloud\r\n[cutoff co_thick=\"2px\"]Real-time communication often comes with a few challenges \u2013 disjointed customer journeys across channels, compatibility issues and complex architectures with high operational costs. With the Auvious multipurpose video solution for the Genesys Cloud\u2122\u00a0platform, you can overcome these hurdles to improve customer experience and interactions.\u00a0\r\n\r\nThe solution offers:\r\n\r\n \tHigh quality video and audio with WebRTC technology\r\n \tQuick installation\r\n \tCompliance with GDPR, HIPAA and ISO 27001\r\n \tA roadmap committed to contact centers\r\n\r\nJoin our webinar to learn more.[mktoform form_type=\"hot\" cta_header=\"REGISTER NOW\" cta_button=\"Register Now!\" form_reach=\"noreach\" cms_hold=\"RG\" cid_id=\"7011T000001YZ3zQAG\"]\r\nMeet the Speaker\r\n\r\nHaris Ninios\r\nCEO\r\nAuvious\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Demo,Genesys Cloud,genesys cloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/your-contact-center-your-way-built-in-30-minutes?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Demo Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Your contact center, your way: Built in 30 minutes<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nDemo Webinar\r\n\r\nYour contact center, your way: Built in 30 minutes\r\n\r\nLive implementation of Genesys Cloud\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]\r\n\r\nYour contact center is your brand\u2019s direct line to customers. If your contact center technology gives agents headaches and creates disjointed customer experience, it\u2019s time for a change.\r\n\r\nJoin us for an interactive session to see just how straightforward it is to build and deploy a Genesys Cloud contact center platform. During this webinar, we\u2019ll build and deploy a live instance of the platform \u2013 and even take a few calls with the help of a few brave volunteers.\r\n\r\nOn the agenda:\r\n\r\n \tGetting to the cloud quickly \u2014 without compromising security and availability\r\n \tEssential capabilities for modern contact centers\r\n \tA live contact center build and demonstration\r\n\r\nExperience it for yourself! See how Genesys Cloud creates seamless customer experiences, enables agents with the tools they need, and deploys in minutes \u2014 not months.\r\n\r\n[mktoform form_type=\"hot\" cta_header=\"WATCH NOW\" cta_button=\"Watch Now!\" cms_hold=\"RG\" cid_id=\"7011T000001YZ9JQAW\"]\r\nMeet the Speakers\r\n\r\nBarbara Gonzalez\r\nVP, Global Business Consulting\r\nGenesys\r\n\r\nBrendan Dykes\r\nSr. Director, Strategic Marketing\r\nGenesys\r\n\r\nBobbi Chester\r\nSenior Director Product Marketing\r\nGenesys\r\n\r\nVince Mendoza\r\nPrincipal Solution Consultant\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"AppFoundry,Improve customer experience,Improve employee experience,Genesys Cloud,genesys cloud cx,Financial,Healthcare,Retail\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/get-more-from-your-contact-center-analytics-for-less?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">AppFoundry Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Get More from Your Contact Center Analytics for Less<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nAppFoundry On-demand Webinar\r\n\r\nGet More from Your Contact Center Analytics for Less\r\n[cutoff co_thick=\"2px\"]With more contact center agents moving to remote working, managers are faced with new challenges. They need more insights into contact center analytics but don\u2019t want to spend a lot on analytics software.\r\n\r\nIn this webinar, we\u2019ll look at common obstacles contact centers face today. And we\u2019ll show you how the LITE Analytics\u2122\u00a0solution for the Genesys Cloud\u2122\u00a0platform can give you the insights you need for free.[mktoform form_type=\"hot\" cta_header=\"REGISTER NOW\" cta_button=\"Register Now!\" form_reach=\"noreach\" cms_hold=\"RG\" cid_id=\"7011T000001YYcWQAW\"]\r\nMeet the Speaker\r\n\r\nPeter Hornberger\r\nVP of Sales\r\nBrightmetrics\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Genesys Cloud,genesys cloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/channel-surfing-mastering-digital-channels-for-your-business?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Channel Surfing: Mastering Digital Channels for your business<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nGenesys Webinar\r\n\r\nChannel Surfing: Mastering Digital Channels for your business\r\n[cutoff co_thick=\"2px\"][webinarschedule]Digital channels, like web chat, social messaging apps and chatbots, hold tremendous potential for customer engagement and support. And while there\u2019s great appetite for them from both customers and businesses, customer experience leaders often feel they\u2019ve yet to realize the full potential of these digital channels.\r\n\r\nIf you\u2019re looking to add new digital channels or want to get the most from channels you\u2019ve already deployed, join us for this roundtable discussion. Our panel of experts will discuss the fundamentals of using these channels to listen, understand, and act on customer needs with empathy.\r\n\r\nGet practical guidance on how to deliver amazing customer experiences through digital channels. Register today.[cutoff co_thick=\"2px\"]1\r\n00:00:08,100 --&gt; 00:00:10,990\r\nGood morning, evening, and afternoon everyone. This is Josh Reed\r\n\r\n2\r\n00:00:10,990 --&gt; 00:00:13,250\r\nfrom the digital events team, and I'll be the moderator\r\n\r\n3\r\n00:00:13,250 --&gt; 00:00:17,060\r\nfor today's presentation. Let me start by saying welcome. And\r\n\r\n4\r\n00:00:17,060 --&gt; 00:00:21,260\r\nthanks for joining today's live webinar channel surfing, mastering digital\r\n\r\n5\r\n00:00:21,260 --&gt; 00:00:24,330\r\nchannels for your business. As I usually do, I'm going\r\n\r\n6\r\n00:00:24,330 --&gt; 00:00:26,950\r\nto cover a couple of housekeeping items, but I'm going\r\n\r\n7\r\n00:00:27,080 --&gt; 00:00:29,380\r\nto try and keep it short and sweet. So, first\r\n\r\n8\r\n00:00:29,380 --&gt; 00:00:32,180\r\noff, if you experience any problems viewing or listening to\r\n\r\n9\r\n00:00:32,180 --&gt; 00:00:34,480\r\ntoday's presentation, do me a favor and just hit it\r\n\r\n10\r\n00:00:34,480 --&gt; 00:00:37,840\r\nwith a quick refresh that usually fixes any cancellations. You\r\n\r\n11\r\n00:00:37,840 --&gt; 00:00:40,410\r\nalso have the ability to enlarge the slide window and\r\n\r\n12\r\n00:00:40,410 --&gt; 00:00:42,770\r\nthe video window throughout the conversation today. So, if you\r\n\r\n13\r\n00:00:42,770 --&gt; 00:00:44,840\r\nsee anything in the slide window that you want to\r\n\r\n14\r\n00:00:45,030 --&gt; 00:00:48,460\r\nsee clearer, you can indeed enlarge that screen by dragging\r\n\r\n15\r\n00:00:48,460 --&gt; 00:00:52,030\r\nany of the corners of that window. Also know that\r\n\r\n16\r\n00:00:52,030 --&gt; 00:00:54,520\r\nthis is designed to be an interactive experience between you\r\n\r\n17\r\n00:00:54,520 --&gt; 00:00:57,520\r\nand our presenters today. So, throughout the conversation, you can\r\n\r\n18\r\n00:00:57,520 --&gt; 00:00:59,820\r\nthrow questions that you have into the Q and A window\r\n\r\n19\r\n00:00:59,820 --&gt; 00:01:02,060\r\nbelow the slides and what we'll do is we'll answer\r\n\r\n20\r\n00:01:02,060 --&gt; 00:01:07,010\r\nthem via chat throughout the conversation. We'll keep you engaged\r\n\r\n21\r\n00:01:07,060 --&gt; 00:01:10,220\r\nthroughout the entire conversation today. However, sometimes time gets away\r\n\r\n22\r\n00:01:10,220 --&gt; 00:01:12,480\r\nfrom us. So, if we are unable to answer your\r\n\r\n23\r\n00:01:12,480 --&gt; 00:01:15,750\r\nquestions in via live format here, what we will do is\r\n\r\n24\r\n00:01:15,820 --&gt; 00:01:18,230\r\nwe will just follow up with you via email within\r\n\r\n25\r\n00:01:18,230 --&gt; 00:01:21,980\r\nthe next few business days. And also know that this\r\n\r\n26\r\n00:01:21,980 --&gt; 00:01:24,780\r\nis indeed being recorded. So, if for any reason you have\r\n\r\n27\r\n00:01:24,780 --&gt; 00:01:27,090\r\nto get up during today's presentation and you miss any\r\n\r\n28\r\n00:01:27,090 --&gt; 00:01:28,980\r\npart of it, that's okay you're going to receive a\r\n\r\n29\r\n00:01:28,980 --&gt; 00:01:31,890\r\nlink to the on- demand recording via email from on\r\n\r\n30\r\n00:01:31,890 --&gt; 00:01:36,250\r\n24 within the next few business days. And also note\r\n\r\n31\r\n00:01:36,250 --&gt; 00:01:39,250\r\nthat check out the resources in the resource list below\r\n\r\n32\r\n00:01:39,250 --&gt; 00:01:42,660\r\nthe slides, these resources expand on today's topic of digital\r\n\r\n33\r\n00:01:42,660 --&gt; 00:01:44,350\r\nchannels what you can do is go ahead and click\r\n\r\n34\r\n00:01:44,350 --&gt; 00:01:46,770\r\non those now, and they will open up a new\r\n\r\n35\r\n00:01:46,770 --&gt; 00:01:51,210\r\ntab in your browser. And lastly, I encourage you to\r\n\r\n36\r\n00:01:51,210 --&gt; 00:01:52,810\r\ntake the survey that's going to show up at the\r\n\r\n37\r\n00:01:52,810 --&gt; 00:01:54,830\r\nend of today's presentation. If you want to knock it\r\n\r\n38\r\n00:01:54,830 --&gt; 00:01:57,000\r\nout early, however, you can just click on the last\r\n\r\n39\r\n00:01:57,000 --&gt; 00:02:00,400\r\nicon below. We tailor these conversations to exactly what you,\r\n\r\n40\r\n00:02:00,400 --&gt; 00:02:03,180\r\nthe attendees want to learn more about with respect to\r\n\r\n41\r\n00:02:03,180 --&gt; 00:02:06,420\r\nGenesys and topics to contact center solutions. So, do me\r\n\r\n42\r\n00:02:06,420 --&gt; 00:02:08,170\r\na favor and take that survey so that we can\r\n\r\n43\r\n00:02:08,170 --&gt; 00:02:12,600\r\nincorporate your feedback in the future of Genesys webcasts. And\r\n\r\n44\r\n00:02:12,600 --&gt; 00:02:15,810\r\nas I mentioned, short and sweet. So, today we have\r\n\r\n45\r\n00:02:15,810 --&gt; 00:02:18,930\r\nthree awesome presenters excited to give you an inside look\r\n\r\n46\r\n00:02:18,930 --&gt; 00:02:22,120\r\nand some practical guidance on how to deliver amazing customer\r\n\r\n47\r\n00:02:22,120 --&gt; 00:02:25,310\r\nexperiences through digital channels. So, I'm actually going to introduce\r\n\r\n48\r\n00:02:25,310 --&gt; 00:02:28,490\r\nyou all today to our first presenter, Charlie Godfrey. Charlie,\r\n\r\n49\r\n00:02:28,560 --&gt; 00:02:32,790\r\nthe floor is yours. Thanks, Josh. And welcome everybody. My\r\n\r\n50\r\n00:02:32,790 --&gt; 00:02:36,970\r\nname is Charlie Godfrey with Genesys strategic business consulting. And\r\n\r\n51\r\n00:02:37,420 --&gt; 00:02:40,370\r\nthanks for joining us today. So, mastering digital channels, why\r\n\r\n52\r\n00:02:40,370 --&gt; 00:02:44,790\r\ndoes digital matter so much today? And so, we recently\r\n\r\n53\r\n00:02:44,790 --&gt; 00:02:48,620\r\npublished a paper of human connections in crisis. And I don't think\r\n\r\n54\r\n00:02:48,620 --&gt; 00:02:52,790\r\nit's a surprise to anyone to hear that people are\r\n\r\n55\r\n00:02:52,790 --&gt; 00:02:59,060\r\nfeeling disconnected. There's a connection deficit, as people are interacting\r\n\r\n56\r\n00:02:59,060 --&gt; 00:03:02,260\r\nwith other people and companies they do business with. Interesting\r\n\r\n57\r\n00:03:02,260 --&gt; 00:03:07,420\r\nis the people that feel the most disconnected, basically their\r\n\r\n58\r\n00:03:07,420 --&gt; 00:03:11,440\r\nbehavior is less digital. The people that feel connected are\r\n\r\n59\r\n00:03:11,440 --&gt; 00:03:14,740\r\nusing digital channels to do so. So, digital is really\r\n\r\n60\r\n00:03:14,740 --&gt; 00:03:18,730\r\nhelping people to feel connected with their peers and with\r\n\r\n61\r\n00:03:18,730 --&gt; 00:03:22,530\r\ntheir companies. So, what does that mean? And you'll hear\r\n\r\n62\r\n00:03:22,570 --&gt; 00:03:25,700\r\nsome terms, one thing that we hear a lot in\r\n\r\n63\r\n00:03:25,700 --&gt; 00:03:28,950\r\nthe market is empathy. And some people have a strong\r\n\r\n64\r\n00:03:28,950 --&gt; 00:03:32,580\r\nreaction to this that it's fuzzy or emotional. And what's\r\n\r\n65\r\n00:03:32,580 --&gt; 00:03:36,060\r\nimportant to understand is empathy is not about sympathy, it's\r\n\r\n66\r\n00:03:36,060 --&gt; 00:03:40,980\r\nnot about being nice. It's about understanding what another person\r\n\r\n67\r\n00:03:40,980 --&gt; 00:03:46,420\r\nis experiencing. This is a rather academic definition of empathy,\r\n\r\n68\r\n00:03:46,420 --&gt; 00:03:50,540\r\nbut essentially it's this. Walk in the other guy's shoes.\r\n\r\n69\r\n00:03:51,200 --&gt; 00:03:53,980\r\nWhat is he been through? How can I help? And\r\n\r\n70\r\n00:03:53,980 --&gt; 00:04:00,660\r\nso, while that's deems like a very abstract concept, we've\r\n\r\n71\r\n00:04:00,660 --&gt; 00:04:04,070\r\ntaken a shot at making it tangible and making it\r\n\r\n72\r\n00:04:04,070 --&gt; 00:04:07,220\r\nactionable. And so, if you think about empathy, we know\r\n\r\n73\r\n00:04:07,220 --&gt; 00:04:11,840\r\nthat empathy builds trust and trust leads to loyalty. And\r\n\r\n74\r\n00:04:11,840 --&gt; 00:04:14,820\r\nthat's the real business reason to do this. A recent\r\n\r\n75\r\n00:04:15,240 --&gt; 00:04:20,640\r\nHarvard Business Review article said that loyalty leaders grow revenue\r\n\r\n76\r\n00:04:20,640 --&gt; 00:04:23,560\r\ntwo and a half times faster than their peers based\r\n\r\n77\r\n00:04:23,560 --&gt; 00:04:26,040\r\non this strength of loyalty. And so, it makes good\r\n\r\n78\r\n00:04:26,040 --&gt; 00:04:29,300\r\nbusiness sense. And we do that through personalized experiences and\r\n\r\n79\r\n00:04:29,300 --&gt; 00:04:32,350\r\nwe make that happen through technology. But a lot of\r\n\r\n80\r\n00:04:32,350 --&gt; 00:04:34,130\r\npeople come to me and say, \" Charlie, well, that's great,\r\n\r\n81\r\n00:04:34,130 --&gt; 00:04:36,180\r\nbut how do I get from the outside ring to\r\n\r\n82\r\n00:04:36,180 --&gt; 00:04:42,310\r\nthe inside ring? How does technology make empathy happen?\" And\r\n\r\n83\r\n00:04:42,310 --&gt; 00:04:44,140\r\nso, what we've come up with is a way to\r\n\r\n84\r\n00:04:44,140 --&gt; 00:04:47,620\r\nsimplify empathy and to make it actionable. And it comes\r\n\r\n85\r\n00:04:47,620 --&gt; 00:04:51,980\r\ndown to these verbs, these words, interestingly enough. And so,\r\n\r\n86\r\n00:04:51,980 --&gt; 00:04:56,120\r\nwhat it is, if I'm going to have an empathetic\r\n\r\n87\r\n00:04:56,720 --&gt; 00:04:58,840\r\nexperience with you, the first thing I'm going to do\r\n\r\n88\r\n00:04:58,840 --&gt; 00:05:01,900\r\nis listen, I'm going to take in as much information\r\n\r\n89\r\n00:05:01,900 --&gt; 00:05:04,310\r\nas I can. I'm going to use my brain and\r\n\r\n90\r\n00:05:04,310 --&gt; 00:05:07,650\r\nmy experience to understand and predict the right way to\r\n\r\n91\r\n00:05:07,650 --&gt; 00:05:10,510\r\nrespond to you. I'm going to take the action and\r\n\r\n92\r\n00:05:10,510 --&gt; 00:05:13,210\r\nprovide a response and try to help. And then I'm\r\n\r\n93\r\n00:05:13,210 --&gt; 00:05:15,940\r\ngoing to gauge the success of that and see if\r\n\r\n94\r\n00:05:16,240 --&gt; 00:05:19,130\r\nit worked and learn from it. And so, if we\r\n\r\n95\r\n00:05:19,130 --&gt; 00:05:22,010\r\nthink about empathy in this way and simplify it, we\r\n\r\n96\r\n00:05:22,010 --&gt; 00:05:27,050\r\ncan start to apply that to our technology ring, think\r\n\r\n97\r\n00:05:27,050 --&gt; 00:05:31,200\r\nabout it. We can listen at scale through our data\r\n\r\n98\r\n00:05:31,200 --&gt; 00:05:34,940\r\necosystem. We can take that data and transform it with\r\n\r\n99\r\n00:05:34,940 --&gt; 00:05:38,810\r\nAI to create understanding and prediction. We can use our\r\n\r\n100\r\n00:05:38,810 --&gt; 00:05:42,000\r\nengagement channels to take action and engage and interact with\r\n\r\n101\r\n00:05:42,000 --&gt; 00:05:46,110\r\nour customers and then return to AI to learn and\r\n\r\n102\r\n00:05:46,110 --&gt; 00:05:51,530\r\nimprove the experience each time we go through it. And\r\n\r\n103\r\n00:05:51,530 --&gt; 00:05:55,520\r\nso, from a Genesys perspective, we've approached it as orchestrating\r\n\r\n104\r\n00:05:55,520 --&gt; 00:06:00,950\r\nsystems of listening, understanding, action and learning, and what we\r\n\r\n105\r\n00:06:00,950 --&gt; 00:06:04,760\r\nrefer to that as an experience, as a service. And\r\n\r\n106\r\n00:06:04,760 --&gt; 00:06:07,190\r\nnow I'd like to bring in Robin Gareiss from Metrigy.\r\n\r\n107\r\n00:06:07,310 --&gt; 00:06:12,300\r\nRobin, you've had some experience with this concept of listening\r\n\r\n108\r\n00:06:12,550 --&gt; 00:06:15,120\r\nand acting, and as it pertains to the digital world,\r\n\r\n109\r\n00:06:15,120 --&gt; 00:06:17,720\r\ncould you share a few things around that and introduce\r\n\r\n110\r\n00:06:17,720 --&gt; 00:06:22,590\r\nyourself to the folk? Yeah, absolutely, Charlie. Thank you. My\r\n\r\n111\r\n00:06:22,590 --&gt; 00:06:24,480\r\nname is Charlie said it first, I'm Robin Gareiss, I'm\r\n\r\n112\r\n00:06:24,480 --&gt; 00:06:28,200\r\nCEO here at Metrigy. We're a research and advisory firm.\r\n\r\n113\r\n00:06:28,200 --&gt; 00:06:32,810\r\nAnd so, we're always out there interviewing and surveying enterprise\r\n\r\n114\r\n00:06:32,810 --&gt; 00:06:37,000\r\nCX leaders to understand what they're doing and what's working\r\n\r\n115\r\n00:06:37,000 --&gt; 00:06:39,020\r\nfor them, what's not that type of thing. And so,\r\n\r\n116\r\n00:06:39,370 --&gt; 00:06:43,180\r\nas I'm out talking to people about this, what I\r\n\r\n117\r\n00:06:43,180 --&gt; 00:06:45,510\r\nfind is a best practice among those who are doing\r\n\r\n118\r\n00:06:45,510 --&gt; 00:06:49,430\r\nthe right thing is to really gather data, to gather\r\n\r\n119\r\n00:06:49,430 --&gt; 00:06:52,420\r\nthat information. So, from a real tactical standpoint, if you\r\n\r\n120\r\n00:06:52,420 --&gt; 00:06:54,700\r\nlook at this chart starting at number one, you want\r\n\r\n121\r\n00:06:54,700 --&gt; 00:06:56,680\r\nto, first of all, determine what metrics are you going\r\n\r\n122\r\n00:06:56,680 --&gt; 00:06:59,470\r\nto measure and over what interval are you going to\r\n\r\n123\r\n00:06:59,470 --&gt; 00:07:03,830\r\nmeasure them? So, you might be looking at customer satisfaction,\r\n\r\n124\r\n00:07:03,830 --&gt; 00:07:06,910\r\nyou might be looking at a specific metric for your\r\n\r\n125\r\n00:07:06,910 --&gt; 00:07:09,890\r\nagent performance. It could be a whole, oh boy, there's\r\n\r\n126\r\n00:07:10,130 --&gt; 00:07:12,410\r\nno shortage of metrics, but what does it matter to\r\n\r\n127\r\n00:07:12,410 --&gt; 00:07:15,220\r\nyou? What are you going to do? And then even not\r\n\r\n128\r\n00:07:15,220 --&gt; 00:07:20,200\r\nonly just from a specific context and a perspective, but\r\n\r\n129\r\n00:07:20,200 --&gt; 00:07:23,310\r\nfrom a business perspective, are you going to look at how,\r\n\r\n130\r\n00:07:23,310 --&gt; 00:07:25,860\r\nwhat you're doing in the context centers affecting things like\r\n\r\n131\r\n00:07:25,860 --&gt; 00:07:29,920\r\nrevenue or cost or agent efficiency, customer sentiment, all of\r\n\r\n132\r\n00:07:29,920 --&gt; 00:07:33,100\r\nthose things. So, figure that out first and then take\r\n\r\n133\r\n00:07:33,100 --&gt; 00:07:37,130\r\nyour baseline assessment. So, no matter what new technology you're\r\n\r\n134\r\n00:07:37,130 --&gt; 00:07:42,390\r\nplanning to implement to help improve customer experience, take the\r\n\r\n135\r\n00:07:42,390 --&gt; 00:07:44,840\r\nbaseline first, because if you forget that and trust me\r\n\r\n136\r\n00:07:44,840 --&gt; 00:07:48,380\r\nso many companies do you can't go back. You can't\r\n\r\n137\r\n00:07:48,380 --&gt; 00:07:50,930\r\ngo back and take those numbers again. I mean, sometimes\r\n\r\n138\r\n00:07:50,930 --&gt; 00:07:52,600\r\nyou might have them stored somewhere in a report, but\r\n\r\n139\r\n00:07:52,600 --&gt; 00:07:54,590\r\nit might not be the exact way you're planning the\r\n\r\n140\r\n00:07:54,590 --&gt; 00:07:57,930\r\nmetric in the future. So, take that baseline and then\r\n\r\n141\r\n00:07:58,000 --&gt; 00:08:01,530\r\ntake your measurements at every pre- established interval, whether it's\r\n\r\n142\r\n00:08:02,000 --&gt; 00:08:05,810\r\nby second, by minute, by hour, by day, week, month,\r\n\r\n143\r\n00:08:05,810 --&gt; 00:08:09,220\r\nyear, whatever it is. And it could be multiple pick those\r\n\r\n144\r\n00:08:09,220 --&gt; 00:08:12,650\r\nmetrics, make sure you have an automated process in place\r\n\r\n145\r\n00:08:12,890 --&gt; 00:08:16,260\r\nto get those metrics gathered. A lot of companies stop\r\n\r\n146\r\n00:08:16,260 --&gt; 00:08:18,340\r\nthere and that's not doing any good. It's like, \" Oh\r\n\r\n147\r\n00:08:18,340 --&gt; 00:08:20,260\r\nyeah, we got the metrics.\" Oh, what do you do\r\n\r\n148\r\n00:08:20,260 --&gt; 00:08:23,420\r\nwith them?\" \"I don't know, nobody's really analyzing them.\" The next\r\n\r\n149\r\n00:08:23,420 --&gt; 00:08:25,500\r\nbig group of companies stops at the next point, which\r\n\r\n150\r\n00:08:25,500 --&gt; 00:08:28,210\r\nis, \" Yeah, they've got all this data, they analyze results,\r\n\r\n151\r\n00:08:28,460 --&gt; 00:08:31,470\r\nand that's where they stop.\" They're not making any changes.\r\n\r\n152\r\n00:08:31,470 --&gt; 00:08:34,850\r\nSo, number five to me is super important. That's revising\r\n\r\n153\r\n00:08:35,090 --&gt; 00:08:37,970\r\nbased on the latest metrics. It may be based on\r\n\r\n154\r\n00:08:37,970 --&gt; 00:08:40,900\r\nreal time contextual data, it may be based on historical\r\n\r\n155\r\n00:08:40,900 --&gt; 00:08:44,300\r\ntrends. You may be making changes immediately on the spot\r\n\r\n156\r\n00:08:44,570 --&gt; 00:08:46,310\r\non AI may be helping you to do that at\r\n\r\n157\r\n00:08:46,310 --&gt; 00:08:49,740\r\nsome point. But you look at those numbers, you look\r\n\r\n158\r\n00:08:49,740 --&gt; 00:08:51,990\r\nat the data and you're going to revise based on\r\n\r\n159\r\n00:08:51,990 --&gt; 00:08:56,340\r\nthat because you want to continuously improve that customer. And\r\n\r\n160\r\n00:08:56,520 --&gt; 00:08:58,670\r\nthen the last thing I want to do is reporting your\r\n\r\n161\r\n00:08:58,670 --&gt; 00:09:01,210\r\nresults. So, where are you doing well? Where do you\r\n\r\n162\r\n00:09:01,210 --&gt; 00:09:04,080\r\nneed to improve? How can you learn from these results?\r\n\r\n163\r\n00:09:04,360 --&gt; 00:09:07,230\r\nThat's going to help you moving forward to get more\r\n\r\n164\r\n00:09:07,230 --&gt; 00:09:10,350\r\nfunding for more projects, to be able to add more\r\n\r\n165\r\n00:09:10,350 --&gt; 00:09:14,720\r\ntechnologies to your customer experience are still there, continue to\r\n\r\n166\r\n00:09:14,720 --&gt; 00:09:17,590\r\nimprove on what you're doing. So, I think the key thing here\r\n\r\n167\r\n00:09:17,590 --&gt; 00:09:20,050\r\nis to gather your data and then do something with it.\r\n\r\n168\r\n00:09:20,050 --&gt; 00:09:24,610\r\nDon't just sit on it. Awesome, Robin, thanks very much.\r\n\r\n169\r\n00:09:24,610 --&gt; 00:09:26,620\r\nAnd I think we'll see that a lot. Everything is\r\n\r\n170\r\n00:09:26,620 --&gt; 00:09:30,200\r\na circle. Everything is continuous. We're always trying to improve,\r\n\r\n171\r\n00:09:30,200 --&gt; 00:09:33,810\r\nso beautiful insights. Thank you so much. So, as we\r\n\r\n172\r\n00:09:33,810 --&gt; 00:09:37,410\r\nthink about empathy, and we think about this, how does\r\n\r\n173\r\n00:09:37,460 --&gt; 00:09:40,470\r\ndigital help us be more empathetic? I thought it might\r\n\r\n174\r\n00:09:40,470 --&gt; 00:09:43,590\r\nbe interesting to go through and experience without empathy. What\r\n\r\n175\r\n00:09:43,590 --&gt; 00:09:46,460\r\ndoes that feel like? And so, here's a little storyboard\r\n\r\n176\r\n00:09:46,460 --&gt; 00:09:48,880\r\nof a recent experience I had when I went to\r\n\r\n177\r\n00:09:48,880 --&gt; 00:09:51,960\r\nmy favorite business website. I wanted to make sure not\r\n\r\n178\r\n00:09:51,960 --&gt; 00:09:54,770\r\nto call out any companies, but here's a generic website,\r\n\r\n179\r\n00:09:55,610 --&gt; 00:09:59,320\r\nbut I logged into this favorite website and they said, \"\r\n\r\n180\r\n00:09:59,410 --&gt; 00:10:02,560\r\nWelcome back, Charlie.\" And that felt so great, right? I\r\n\r\n181\r\n00:10:02,560 --&gt; 00:10:05,040\r\nfelt recognized, I felt like no I'm bursting through the\r\n\r\n182\r\n00:10:05,040 --&gt; 00:10:08,490\r\ndoor at cheers and everybody recognizing and welcoming me to\r\n\r\n183\r\n00:10:08,490 --&gt; 00:10:12,870\r\nthe website. So, then I went on my journey and\r\n\r\n184\r\n00:10:12,870 --&gt; 00:10:17,280\r\nI was looking for information. I was looking for products.\r\n\r\n185\r\n00:10:17,280 --&gt; 00:10:20,270\r\nI started to narrow my search and I found the\r\n\r\n186\r\n00:10:20,270 --&gt; 00:10:22,450\r\nthing that I was after. And I got to the\r\n\r\n187\r\n00:10:22,450 --&gt; 00:10:26,080\r\nshopping cart and I hesitated. And there was something that\r\n\r\n188\r\n00:10:26,080 --&gt; 00:10:32,670\r\nwasn't quite right and what happened, guys? Nothing. So, here\r\n\r\n189\r\n00:10:32,670 --&gt; 00:10:36,170\r\nI sat and no one was listening. No one was\r\n\r\n190\r\n00:10:36,500 --&gt; 00:10:39,530\r\nunderstanding that I had a need. No one was predicting\r\n\r\n191\r\n00:10:39,530 --&gt; 00:10:42,110\r\nthe action and taking that action. And so, I gave\r\n\r\n192\r\n00:10:42,110 --&gt; 00:10:45,340\r\nthem some more help. I said, \" Does this paint contain\r\n\r\n193\r\n00:10:45,340 --&gt; 00:10:51,070\r\nlead?\" And basically, they had no results. So, I'm saying\r\n\r\n194\r\n00:10:51,070 --&gt; 00:10:55,530\r\nexplicitly what my problem is now. And so, then they\r\n\r\n195\r\n00:10:55,530 --&gt; 00:10:57,860\r\nwere nice enough to surface a chat. And I said, \"\r\n\r\n196\r\n00:10:57,860 --&gt; 00:11:00,870\r\nGreat. I can escalate to a human resource and finally\r\n\r\n197\r\n00:11:00,870 --&gt; 00:11:04,150\r\nbe understood.\" And so, when I clicked on this button,\r\n\r\n198\r\n00:11:04,150 --&gt; 00:11:07,360\r\nan interesting thing happened, they asked me who I was.\r\n\r\n199\r\n00:11:08,450 --&gt; 00:11:12,560\r\nNow, I thought I was norm. I thought they understood\r\n\r\n200\r\n00:11:12,560 --&gt; 00:11:14,420\r\nwho I was. They listened to me and they were\r\n\r\n201\r\n00:11:14,420 --&gt; 00:11:17,210\r\nwelcomed me back, but they had forgotten all that. So,\r\n\r\n202\r\n00:11:17,210 --&gt; 00:11:19,630\r\nI was starting over again. And when I got to\r\n\r\n203\r\n00:11:19,630 --&gt; 00:11:23,900\r\nthe poor employee, she was completely at a disadvantage where\r\n\r\n204\r\n00:11:23,900 --&gt; 00:11:26,790\r\nit was, \" Hi, how can I help you?\" \" Yeah, does\r\n\r\n205\r\n00:11:26,790 --&gt; 00:11:30,230\r\nthis paint contained lead?\" \" What pain are you looking at?\"\r\n\r\n206\r\n00:11:30,680 --&gt; 00:11:34,970\r\nAnd so, like Robin said to have that context in\r\n\r\n207\r\n00:11:34,970 --&gt; 00:11:38,080\r\nreal time to pass it forward and to share it\r\n\r\n208\r\n00:11:38,290 --&gt; 00:11:41,780\r\nwhat a transformational experience that would be. And so, now\r\n\r\n209\r\n00:11:41,780 --&gt; 00:11:45,100\r\nlet's flip the coin and let's think about what would\r\n\r\n210\r\n00:11:45,100 --&gt; 00:11:50,080\r\nthat feel like with empathy inaction? And so, essentially what\r\n\r\n211\r\n00:11:50,080 --&gt; 00:11:54,710\r\nthat means is as you're browsing the website, the platform\r\n\r\n212\r\n00:11:54,710 --&gt; 00:12:00,730\r\nis listening. It's using information to understand and predict the\r\n\r\n213\r\n00:12:00,730 --&gt; 00:12:04,390\r\njourney that you're on and then take action. So, in\r\n\r\n214\r\n00:12:04,390 --&gt; 00:12:07,210\r\nthis case, you see this bot, the bot is saying, \"\r\n\r\n215\r\n00:12:07,210 --&gt; 00:12:11,100\r\nHi, Charlie, welcome back norm. I know who you are.\r\n\r\n216\r\n00:12:11,230 --&gt; 00:12:13,440\r\nI see you're looking at paint. What can I ask\r\n\r\n217\r\n00:12:13,440 --&gt; 00:12:15,990\r\nyou? What can I help you with? Does it contain lead?\r\n\r\n218\r\n00:12:16,250 --&gt; 00:12:19,860\r\nHere's some content that may satisfy your query.\" And then\r\n\r\n219\r\n00:12:19,920 --&gt; 00:12:26,540\r\nlet's continue the conversation. And perhaps digital resources can qualify\r\n\r\n220\r\n00:12:26,540 --&gt; 00:12:29,930\r\na lead. And so in this case, Charlie's actually a\r\n\r\n221\r\n00:12:29,930 --&gt; 00:12:33,180\r\ncommercial account and wants to buy hundreds of gallons of\r\n\r\n222\r\n00:12:33,180 --&gt; 00:12:36,310\r\nthis paint. And so, now to be able to leverage\r\n\r\n223\r\n00:12:36,310 --&gt; 00:12:39,320\r\nthat and then take it to the next level, you\r\n\r\n224\r\n00:12:39,320 --&gt; 00:12:44,230\r\nreduce your shopping carts and journey abandonment. You increase the\r\n\r\n225\r\n00:12:44,230 --&gt; 00:12:48,730\r\nutilization of those valuable digital pieces that you've created and\r\n\r\n226\r\n00:12:48,950 --&gt; 00:12:52,740\r\nyou qualified opportunities that deserve to be taken forward to\r\n\r\n227\r\n00:12:52,740 --&gt; 00:12:55,200\r\nthe human resource. And so, as we move to the\r\n\r\n228\r\n00:12:55,200 --&gt; 00:12:58,330\r\nhuman resource, part of empathy is making sure they've got\r\n\r\n229\r\n00:12:58,330 --&gt; 00:13:01,470\r\nall the information. So, providing the human resource with all\r\n\r\n230\r\n00:13:01,470 --&gt; 00:13:04,250\r\nthe context of the conversation that happened with the bot,\r\n\r\n231\r\n00:13:04,470 --&gt; 00:13:07,610\r\nthe journey that Charlie was on. And then like Robin\r\n\r\n232\r\n00:13:07,610 --&gt; 00:13:11,830\r\nsaid, even using AI to connect the right agent with\r\n\r\n233\r\n00:13:11,830 --&gt; 00:13:15,240\r\nthe right person for this interaction and for this customer.\r\n\r\n234\r\n00:13:15,370 --&gt; 00:13:18,470\r\nAnd so, now Tina can continue the conversation from a\r\n\r\n235\r\n00:13:18,470 --&gt; 00:13:23,900\r\nplace of understanding. So, we can also surface and listen\r\n\r\n236\r\n00:13:23,900 --&gt; 00:13:27,530\r\nto the conversation in real time to surface the relevant\r\n\r\n237\r\n00:13:27,530 --&gt; 00:13:31,210\r\nknowledge, to help Tina to be successful and confident. And\r\n\r\n238\r\n00:13:31,210 --&gt; 00:13:35,440\r\nthen keep her engaged with gamification tools, knowing that in\r\n\r\n239\r\n00:13:35,440 --&gt; 00:13:38,270\r\nthis world that we're in, a lot of people are\r\n\r\n240\r\n00:13:38,270 --&gt; 00:13:42,030\r\nworking remotely and feel that disconnect in our workplace as\r\n\r\n241\r\n00:13:42,030 --&gt; 00:13:44,880\r\nwell. And so, it's that kind of experience that we're\r\n\r\n242\r\n00:13:44,880 --&gt; 00:13:47,550\r\ntalking about when we think about empathy in action and\r\n\r\n243\r\n00:13:47,550 --&gt; 00:13:50,740\r\nhow experience as a service works. And so, it's about\r\n\r\n244\r\n00:13:51,060 --&gt; 00:13:55,200\r\ngetting the business results of leads converted, reducing the cost\r\n\r\n245\r\n00:13:55,200 --&gt; 00:13:59,640\r\nof acquisition and it's really being a person centric approach.\r\n\r\n246\r\n00:13:59,920 --&gt; 00:14:02,640\r\nSo, who's at the center of the experience. Sure, we\r\n\r\n247\r\n00:14:02,640 --&gt; 00:14:04,760\r\nknow we can listen to the customer and where they've\r\n\r\n248\r\n00:14:04,760 --&gt; 00:14:07,390\r\nbeen, who they are, but we also need to flip\r\n\r\n249\r\n00:14:07,390 --&gt; 00:14:11,050\r\nthat coin over and also look from an employee perspective\r\n\r\n250\r\n00:14:11,260 --&gt; 00:14:14,810\r\nand be able to listen understand and predict the right\r\n\r\n251\r\n00:14:14,810 --&gt; 00:14:19,880\r\nthings that the employee needs to feel good. So, conceptually,\r\n\r\n252\r\n00:14:19,880 --&gt; 00:14:22,480\r\nthat makes a lot of sense. Robin, I think you\r\n\r\n253\r\n00:14:22,480 --&gt; 00:14:24,220\r\nshared with us and I'd love for you to share\r\n\r\n254\r\n00:14:24,220 --&gt; 00:14:28,010\r\nwith the group, some real transformations that you've seen and\r\n\r\n255\r\n00:14:28,010 --&gt; 00:14:30,910\r\nwhat you see really happening. This isn't just about Slideware,\r\n\r\n256\r\n00:14:31,190 --&gt; 00:14:34,730\r\nthis is about business and transformation. You want to share some\r\n\r\n257\r\n00:14:34,730 --&gt; 00:14:38,560\r\nstuff with us. Yeah, absolutely. And Charlie, I love this\r\n\r\n258\r\n00:14:38,560 --&gt; 00:14:41,490\r\nwhole side because I talk to people so many times\r\n\r\n259\r\n00:14:41,490 --&gt; 00:14:43,680\r\nabout, don't just look at the customer and don't just\r\n\r\n260\r\n00:14:43,680 --&gt; 00:14:46,350\r\nlook at the employee or the contact center agent or customer service\r\n\r\n261\r\n00:14:47,130 --&gt; 00:14:49,720\r\nrepresentative, whatever you call them in your company, you've got\r\n\r\n262\r\n00:14:49,720 --&gt; 00:14:53,280\r\nto look at both sides because truly happy agents make\r\n\r\n263\r\n00:14:53,280 --&gt; 00:14:55,520\r\nhappy customers. And we've been able to document that with data\r\n\r\n264\r\n00:14:55,520 --&gt; 00:14:57,860\r\neven so. I really think that's important to look at\r\n\r\n265\r\n00:14:57,860 --&gt; 00:15:01,270\r\nthat full 360 degree view of what's going on there.\r\n\r\n266\r\n00:15:02,270 --&gt; 00:15:06,500\r\nSo, when we look at customer experience and transformations of\r\n\r\n267\r\n00:15:06,500 --&gt; 00:15:10,040\r\ncustomer experience, we always hear a lot about digital transformation.\r\n\r\n268\r\n00:15:10,040 --&gt; 00:15:13,400\r\nWell, as I researched digital transformation, most of the digital\r\n\r\n269\r\n00:15:13,400 --&gt; 00:15:16,270\r\ntransformation is going on right now are customer facing. So,\r\n\r\n270\r\n00:15:16,270 --&gt; 00:15:18,140\r\nI do a lot of research on that. And when\r\n\r\n271\r\n00:15:18,140 --&gt; 00:15:21,580\r\nwe defined from a very high level, a customer experience\r\n\r\n272\r\n00:15:21,580 --&gt; 00:15:26,680\r\ntransformation, it's basically the innovative application of new or existing technologies\r\n\r\n273\r\n00:15:26,930 --&gt; 00:15:31,300\r\nto improve the customer and, or agent experience to drive\r\n\r\n274\r\n00:15:31,300 --&gt; 00:15:35,780\r\nthat measurable business value. So, when you transform customer experience,\r\n\r\n275\r\n00:15:35,780 --&gt; 00:15:39,250\r\nyou should be able to measure business value. You should\r\n\r\n276\r\n00:15:39,250 --&gt; 00:15:40,820\r\nbe able to see, hopefully if you're doing it right,\r\n\r\n277\r\n00:15:40,820 --&gt; 00:15:43,680\r\nyou'll see an improvement. If you don't see an improvement,\r\n\r\n278\r\n00:15:43,680 --&gt; 00:15:45,390\r\nwell, then there's something wrong that you have to fix.\r\n\r\n279\r\n00:15:45,390 --&gt; 00:15:47,830\r\nBut the key here with a transformation is you've got\r\n\r\n280\r\n00:15:47,830 --&gt; 00:15:49,110\r\nto be able to measure it, kind of going back\r\n\r\n281\r\n00:15:49,110 --&gt; 00:15:52,010\r\nto what I was talking about earlier. But first of all,\r\n\r\n282\r\n00:15:52,010 --&gt; 00:15:55,590\r\nwhen we just look at CX transformations, a lot of\r\n\r\n283\r\n00:15:55,590 --&gt; 00:15:58,760\r\npeople are doing this now. So, you can see here\r\n\r\n284\r\n00:15:59,070 --&gt; 00:16:01,570\r\na chart that looks at a success group in purple\r\n\r\n285\r\n00:16:01,570 --&gt; 00:16:04,350\r\nand all companies in blue. So, in our research, we\r\n\r\n286\r\n00:16:04,350 --&gt; 00:16:07,350\r\ndefine a success group, and these are companies who have\r\n\r\n287\r\n00:16:07,350 --&gt; 00:16:12,760\r\nthe highest measurable numbers when it comes to revenue, costs,\r\n\r\n288\r\n00:16:13,150 --&gt; 00:16:18,080\r\ncustomer ratings, and agent efficiency. So, these are the companies\r\n\r\n289\r\n00:16:18,080 --&gt; 00:16:20,020\r\nwho have done things and they've done them right. And\r\n\r\n290\r\n00:16:20,020 --&gt; 00:16:21,750\r\nthey can measure it and show you how well they've\r\n\r\n291\r\n00:16:21,750 --&gt; 00:16:25,220\r\ndone. And you can see here the success group, almost\r\n\r\n292\r\n00:16:25,240 --&gt; 00:16:28,440\r\n80% of the success group has a CX project complete\r\n\r\n293\r\n00:16:28,440 --&gt; 00:16:30,650\r\nor underway, or is planning to do so, but even\r\n\r\n294\r\n00:16:30,660 --&gt; 00:16:32,530\r\nall companies that are research and there's, by the way,\r\n\r\n295\r\n00:16:32,530 --&gt; 00:16:35,240\r\n700 companies in this particular research, it was a global\r\n\r\n296\r\n00:16:35,240 --&gt; 00:16:38,650\r\nstudy. And then in the success group, there's about 157\r\n\r\n297\r\n00:16:38,650 --&gt; 00:16:41,150\r\ncompanies. So, if you look at even all companies in\r\n\r\n298\r\n00:16:41,150 --&gt; 00:16:46,930\r\nthis research, 65% are either completed a project, planning it\r\n\r\n299\r\n00:16:47,230 --&gt; 00:16:49,340\r\nor a one's underway. So, this is something, if you're\r\n\r\n300\r\n00:16:49,340 --&gt; 00:16:52,640\r\nnot doing right now, you probably should be just so\r\n\r\n301\r\n00:16:52,640 --&gt; 00:16:55,140\r\nyou're not at a competitive disadvantage. You want to look\r\n\r\n302\r\n00:16:55,140 --&gt; 00:16:57,320\r\nat your customer experience initiatives, you want to look at\r\n\r\n303\r\n00:16:57,320 --&gt; 00:17:00,960\r\nthe technology that you're using today and figure out where\r\n\r\n304\r\n00:17:00,960 --&gt; 00:17:04,760\r\ncan you improve things? Where can you drive business value?\r\n\r\n305\r\n00:17:04,760 --&gt; 00:17:07,740\r\nWhere can you address an opportunity or solve a problem?\r\n\r\n306\r\n00:17:08,120 --&gt; 00:17:10,190\r\nAnd what we see here are a lot of companies\r\n\r\n307\r\n00:17:10,190 --&gt; 00:17:14,170\r\ndoing just that. So, when you look at customer experience\r\n\r\n308\r\n00:17:14,210 --&gt; 00:17:17,790\r\ntransformation projects, I generally see them in any one of\r\n\r\n309\r\n00:17:17,790 --&gt; 00:17:21,220\r\nthese three areas. They're either customer facing, they're agent facing,\r\n\r\n310\r\n00:17:21,410 --&gt; 00:17:26,100\r\nor they're more broadly about analytics and action. So, we\r\n\r\n311\r\n00:17:26,100 --&gt; 00:17:29,210\r\nlook at customer facing, for example, we see companies doing\r\n\r\n312\r\n00:17:29,250 --&gt; 00:17:33,980\r\nvirtual assistants who guide their customers. They may schedule a\r\n\r\n313\r\n00:17:33,980 --&gt; 00:17:37,090\r\nservice call. They may be able to escalate out of\r\n\r\n314\r\n00:17:37,090 --&gt; 00:17:39,570\r\na service knowledge base to a live agent, if they\r\n\r\n315\r\n00:17:39,570 --&gt; 00:17:41,960\r\nsee that the customer is struggling. I think that a\r\n\r\n316\r\n00:17:41,960 --&gt; 00:17:44,600\r\nkey here, when you're talking about escalation is to make\r\n\r\n317\r\n00:17:44,600 --&gt; 00:17:47,450\r\nsure you have enough escalation hooks. You don't want to frustrate\r\n\r\n318\r\n00:17:47,720 --&gt; 00:17:51,500\r\ncustomers. A personalization just to do things like boosting sales\r\n\r\n319\r\n00:17:51,500 --&gt; 00:17:53,653\r\nin CSAT. So, as Charlie said, when he\r\n\r\n320\r\n00:17:53,653 --&gt; 00:17:56,390\r\nsaid, \" Hey, Charlie.\" Having that personalized\r\n\r\n321\r\n00:17:57,240 --&gt; 00:18:01,100\r\ninteraction is very important to people, especially these days when\r\n\r\n322\r\n00:18:01,100 --&gt; 00:18:04,030\r\nwe don't have enough personal interactions in the real world,\r\n\r\n323\r\n00:18:04,030 --&gt; 00:18:06,260\r\nwe need them virtually. So, make sure that what you're\r\n\r\n324\r\n00:18:06,260 --&gt; 00:18:10,610\r\ndoing is personalized to your customer's preferences. And then you\r\n\r\n325\r\n00:18:10,610 --&gt; 00:18:14,690\r\nalso see functional AI enabled self portals. You see AI\r\n\r\n326\r\n00:18:14,690 --&gt; 00:18:16,140\r\nbeing used in a lot of different ways, which I'll\r\n\r\n327\r\n00:18:16,140 --&gt; 00:18:18,490\r\ntalk about in just a minute, but these types of\r\n\r\n328\r\n00:18:18,490 --&gt; 00:18:21,500\r\nthings also help customers. So, you don't just have this\r\n\r\n329\r\n00:18:21,700 --&gt; 00:18:24,740\r\nplain old self- service portal here, you have a virtual\r\n\r\n330\r\n00:18:24,740 --&gt; 00:18:28,480\r\nassistant guiding the customer through that journey and escalating where\r\n\r\n331\r\n00:18:28,480 --&gt; 00:18:32,990\r\nneeded. Now, on- I mean, Robin... Oh, I'm sorry. Go\r\n\r\n332\r\n00:18:32,990 --&gt; 00:18:35,300\r\nahead. One thing I wanted to point out, I really\r\n\r\n333\r\n00:18:35,300 --&gt; 00:18:39,860\r\nlove the analysis and action is together. And so, to\r\n\r\n334\r\n00:18:40,750 --&gt; 00:18:44,020\r\nbe listening to that voice of the customer and then\r\n\r\n335\r\n00:18:44,020 --&gt; 00:18:47,300\r\nhave the action for both the employee and the customer\r\n\r\n336\r\n00:18:48,160 --&gt; 00:18:51,870\r\nsuch a powerful thing that oftentimes those are separated. So,\r\n\r\n337\r\n00:18:51,870 --&gt; 00:18:56,010\r\nI love the fact that those are together. Absolutely. Yeah.\r\n\r\n338\r\n00:18:56,010 --&gt; 00:18:57,940\r\nAnd so, just a couple other ones, agent facing just\r\n\r\n339\r\n00:18:58,100 --&gt; 00:19:02,070\r\nempowering agents with product recommendations using maybe some predictive analytics\r\n\r\n340\r\n00:19:02,070 --&gt; 00:19:04,970\r\nthere, routing cost to the best agent at that moment\r\n\r\n341\r\n00:19:04,970 --&gt; 00:19:07,680\r\nin time, which I'll talk about in a minute, workforce\r\n\r\n342\r\n00:19:07,680 --&gt; 00:19:12,960\r\nengagement management to automate scheduling and build loyalty among your\r\n\r\n343\r\n00:19:12,960 --&gt; 00:19:17,360\r\nteam, by doing things like gamification or really maybe trying\r\n\r\n344\r\n00:19:17,360 --&gt; 00:19:20,090\r\nto do more with coaching. Those types of things are\r\n\r\n345\r\n00:19:20,090 --&gt; 00:19:22,570\r\nreal important to agents. You want to keep that turnover\r\n\r\n346\r\n00:19:22,570 --&gt; 00:19:24,220\r\nrate down and by the way, it has been inching\r\n\r\n347\r\n00:19:24,220 --&gt; 00:19:26,320\r\nup lately. So, we want to look at things like\r\n\r\n348\r\n00:19:26,320 --&gt; 00:19:29,620\r\nthat for your agents. And then just analysis and action.\r\n\r\n349\r\n00:19:29,620 --&gt; 00:19:33,350\r\nSo, doing things like voice of customer surveys and those\r\n\r\n350\r\n00:19:33,350 --&gt; 00:19:37,160\r\ntypes of tools and analyzing that information and making changes\r\n\r\n351\r\n00:19:37,160 --&gt; 00:19:39,180\r\nbased on what your customers are telling you. If they're\r\n\r\n352\r\n00:19:39,180 --&gt; 00:19:41,020\r\ntelling you it's taking too long to get out of\r\n\r\n353\r\n00:19:41,020 --&gt; 00:19:43,640\r\nself- service to a live agent, then you've got to\r\n\r\n354\r\n00:19:43,640 --&gt; 00:19:46,100\r\nfix something there. If they're not getting the information they\r\n\r\n355\r\n00:19:46,100 --&gt; 00:19:48,040\r\nneed, if they're not getting the insight that they need,\r\n\r\n356\r\n00:19:48,120 --&gt; 00:19:52,440\r\nyou've got to fix that. And then evaluating sentiment. And\r\n\r\n357\r\n00:19:52,530 --&gt; 00:19:55,300\r\nfrom that sentiment, is your customer happy? Is their customer\r\n\r\n358\r\n00:19:55,300 --&gt; 00:19:58,700\r\nangry? Make some predictions based on that or based on\r\n\r\n359\r\n00:19:58,700 --&gt; 00:20:01,580\r\ntheir previous history, make sure you're serving them in the\r\n\r\n360\r\n00:20:01,580 --&gt; 00:20:03,590\r\nway they want to be served. And even in shrine\r\n\r\n361\r\n00:20:03,590 --&gt; 00:20:09,210\r\ncompliance, we see companies, they're transforming their customer experience by\r\n\r\n362\r\n00:20:09,210 --&gt; 00:20:11,220\r\nmaking sure their agents are doing what they're supposed to\r\n\r\n363\r\n00:20:11,220 --&gt; 00:20:13,550\r\ndo. When they're talking to customers, are they saying the right\r\n\r\n364\r\n00:20:13,550 --&gt; 00:20:16,410\r\nthings? Are they reading the right statements and so on? And\r\n\r\n365\r\n00:20:16,920 --&gt; 00:20:21,230\r\nthen workforce optimization to actively improve agent performance. So, that's\r\n\r\n366\r\n00:20:21,230 --&gt; 00:20:23,210\r\nwhere you get into more of the agent analytics and\r\n\r\n367\r\n00:20:23,430 --&gt; 00:20:29,020\r\nmaking sure that your agents are actually improving consistently because\r\n\r\n368\r\n00:20:29,020 --&gt; 00:20:31,800\r\nyou don't want to ever get into a dead spot\r\n\r\n369\r\n00:20:31,800 --&gt; 00:20:35,170\r\nas an agent. So, the other thing we want to\r\n\r\n370\r\n00:20:35,170 --&gt; 00:20:38,520\r\ntalk about as you're looking at how to better serve\r\n\r\n371\r\n00:20:38,520 --&gt; 00:20:41,800\r\nyour customers, how to transform that customer experience, you want to look\r\n\r\n372\r\n00:20:41,800 --&gt; 00:20:45,230\r\nat what channels you're using. So, it's very difficult to\r\n\r\n373\r\n00:20:45,230 --&gt; 00:20:49,160\r\npredict what channel, what is the channel for your customers.\r\n\r\n374\r\n00:20:49,160 --&gt; 00:20:50,960\r\nYou don't know and it's going to change over time,\r\n\r\n375\r\n00:20:51,900 --&gt; 00:20:54,500\r\ndifferent age groups like different channels. Maybe it's not even\r\n\r\n376\r\n00:20:54,500 --&gt; 00:20:57,270\r\nabout the age group. Maybe it's about just what the person does\r\n\r\n377\r\n00:20:57,270 --&gt; 00:20:59,370\r\nor what device he or she feels more comfortable with.\r\n\r\n378\r\n00:20:59,810 --&gt; 00:21:02,580\r\nSo, the key here is that you want to be offering more\r\n\r\n379\r\n00:21:02,580 --&gt; 00:21:05,660\r\nchannels instead of fewer, and you want to integrate those\r\n\r\n380\r\n00:21:05,660 --&gt; 00:21:08,270\r\nchannels. That's a big issue right now, companies are adding\r\n\r\n381\r\n00:21:08,270 --&gt; 00:21:11,200\r\nchannels and they're not using omnichannel. They're not integrating those\r\n\r\n382\r\n00:21:11,200 --&gt; 00:21:14,740\r\nchannels so that the context flows between the different digital\r\n\r\n383\r\n00:21:14,740 --&gt; 00:21:18,260\r\nand realtime channels always. So, a customer isn't frustrated like\r\n\r\n384\r\n00:21:18,290 --&gt; 00:21:21,070\r\nCharlie was in this example. So, you can see here\r\n\r\n385\r\n00:21:21,070 --&gt; 00:21:23,450\r\non the left- hand side, just the interaction channels that\r\n\r\n386\r\n00:21:23,540 --&gt; 00:21:25,420\r\nwere in use by companies at the end of fourth,\r\n\r\n387\r\n00:21:25,420 --&gt; 00:21:29,080\r\nquarter 2020 voice email, social media being the top ones.\r\n\r\n388\r\n00:21:30,120 --&gt; 00:21:33,800\r\nOverall we did see growth from 2019 to 2020, end\r\n\r\n389\r\n00:21:33,800 --&gt; 00:21:36,650\r\nof both years from five channels on average per company,\r\n\r\n390\r\n00:21:36,900 --&gt; 00:21:39,810\r\nup to 6. 6 which doesn't seem like a huge\r\n\r\n391\r\n00:21:39,810 --&gt; 00:21:42,250\r\njump when you think of the total number channels, it's pretty decent.\r\n\r\n392\r\n00:21:42,720 --&gt; 00:21:44,690\r\nAnd then if you look over on the right hand\r\n\r\n393\r\n00:21:44,690 --&gt; 00:21:47,440\r\nside, you can see which channels grew in the last\r\n\r\n394\r\n00:21:47,440 --&gt; 00:21:50,390\r\nyear and by what percentage and which channels didn't. So,\r\n\r\n395\r\n00:21:50,390 --&gt; 00:21:53,360\r\nmobile business chat, that's your Facebook Messenger, your WeChat all\r\n\r\n396\r\n00:21:53,360 --&gt; 00:21:56,830\r\nthose types of capabilities. Those grew quite considerably. So, a\r\n\r\n397\r\n00:21:56,830 --&gt; 00:21:59,450\r\nlot of people are communicating with businesses that way. Voice\r\n\r\n398\r\n00:21:59,450 --&gt; 00:22:02,430\r\nand video grew a lot. We talk about digital channels, but\r\n\r\n399\r\n00:22:02,430 --&gt; 00:22:06,360\r\nlet's not ignore we need that real- time communication too.\r\n\r\n400\r\n00:22:06,360 --&gt; 00:22:08,880\r\nWe need to talk to people. And especially last year\r\n\r\n401\r\n00:22:08,880 --&gt; 00:22:11,090\r\nwith the pandemic, I think a lot of companies didn't\r\n\r\n402\r\n00:22:11,090 --&gt; 00:22:12,980\r\nwant that. They were just wanting to pick up the phone.\r\n\r\n403\r\n00:22:13,870 --&gt; 00:22:16,810\r\nMy best friend, her mom literally like just calls people\r\n\r\n404\r\n00:22:16,810 --&gt; 00:22:20,060\r\nin her bank and just ask questions because she wants\r\n\r\n405\r\n00:22:20,060 --&gt; 00:22:24,060\r\nto talk to somebody. But you got voice and video\r\n\r\n406\r\n00:22:24,060 --&gt; 00:22:28,170\r\ngrew pretty substantially social media and in- app grew the\r\n\r\n407\r\n00:22:28,170 --&gt; 00:22:31,790\r\nareas that didn't web chat, SMS and email had been\r\n\r\n408\r\n00:22:31,790 --&gt; 00:22:34,520\r\ndeclining, web chat and SMS I think are really just\r\n\r\n409\r\n00:22:34,520 --&gt; 00:22:38,100\r\nkind of being overtaken by things like in- app by\r\n\r\n410\r\n00:22:38,100 --&gt; 00:22:43,730\r\nmobile business chat, most types of more contextual applications. But\r\n\r\n411\r\n00:22:43,730 --&gt; 00:22:46,970\r\nwhen we look at going beyond just the channels we\r\n\r\n412\r\n00:22:46,970 --&gt; 00:22:51,010\r\nalso want to do things like add artificial intelligence to\r\n\r\n413\r\n00:22:51,010 --&gt; 00:22:55,050\r\nour portfolios because that's just going to continue to make\r\n\r\n414\r\n00:22:55,050 --&gt; 00:22:58,080\r\nthings that much better, that much more automated, that much\r\n\r\n415\r\n00:22:58,080 --&gt; 00:23:01,730\r\nmore intuitive and contextual. So, when you think of something\r\n\r\n416\r\n00:23:01,730 --&gt; 00:23:04,250\r\nlike intelligent routing, which is a top area on our\r\n\r\n417\r\n00:23:04,250 --&gt; 00:23:07,920\r\nchart, by the way this chart looks at, it's sorted\r\n\r\n418\r\n00:23:07,920 --&gt; 00:23:12,360\r\nby what's going to be the most popular AI type\r\n\r\n419\r\n00:23:12,430 --&gt; 00:23:15,480\r\nby the end of 2022. So, the blue is what's\r\n\r\n420\r\n00:23:15,480 --&gt; 00:23:18,230\r\nin use now, green plan for 2021, then you've got\r\n\r\n421\r\n00:23:18,230 --&gt; 00:23:21,220\r\nplan for 2022 and an orange and so on. So,\r\n\r\n422\r\n00:23:21,830 --&gt; 00:23:24,990\r\nintelligent routing is number one, that's AI enabled intelligent routing.\r\n\r\n423\r\n00:23:24,990 --&gt; 00:23:27,560\r\nAnd you think about that and that really is about\r\n\r\n424\r\n00:23:27,560 --&gt; 00:23:30,840\r\nconnecting people. It really does go back to the empathy\r\n\r\n425\r\n00:23:30,940 --&gt; 00:23:34,110\r\nequation because what you're trying to do there is connect\r\n\r\n426\r\n00:23:34,670 --&gt; 00:23:38,990\r\nyour customer with the right agent at that second in\r\n\r\n427\r\n00:23:38,990 --&gt; 00:23:44,330\r\ntime. So, by having context, you hopefully know or have\r\n\r\n428\r\n00:23:44,330 --&gt; 00:23:46,830\r\nsome idea what this customer is looking for. What's the\r\n\r\n429\r\n00:23:46,830 --&gt; 00:23:49,810\r\nproblem or the question or the reason for their interaction\r\n\r\n430\r\n00:23:49,810 --&gt; 00:23:51,670\r\ntoday. Maybe they started in a digital channel and need\r\n\r\n431\r\n00:23:51,670 --&gt; 00:23:55,260\r\nto escalate and AI can take that information. Look at\r\n\r\n432\r\n00:23:55,260 --&gt; 00:23:58,700\r\nthe customer's history, look at agent ratings on the topic\r\n\r\n433\r\n00:23:58,700 --&gt; 00:24:02,820\r\nthat customer is looking for. Look at the customer's buying\r\n\r\n434\r\n00:24:02,820 --&gt; 00:24:05,510\r\npatterns and so on. Who did the customer rate five\r\n\r\n435\r\n00:24:05,510 --&gt; 00:24:09,060\r\nstars last time? And try and connect that customer hopefully\r\n\r\n436\r\n00:24:09,060 --&gt; 00:24:11,440\r\nwith the same agent he rated five stars last time.\r\n\r\n437\r\n00:24:11,560 --&gt; 00:24:14,000\r\nOr someone liked that agent and who's available at that\r\n\r\n438\r\n00:24:14,000 --&gt; 00:24:17,380\r\nsecond. And so, that's just huge to improve CSAT. And\r\n\r\n439\r\n00:24:18,070 --&gt; 00:24:19,790\r\nat the same time you want to use agent analytics,\r\n\r\n440\r\n00:24:19,790 --&gt; 00:24:22,700\r\nthat all goes together because by having agent analytics now\r\n\r\n441\r\n00:24:23,620 --&gt; 00:24:25,670\r\nwhich agent is doing well? Who's having a good day?\r\n\r\n442\r\n00:24:25,670 --&gt; 00:24:28,010\r\nWho's having a bad day? Who's doing really well in\r\n\r\n443\r\n00:24:28,010 --&gt; 00:24:30,070\r\nthis product area right now that the customer is calling\r\n\r\n444\r\n00:24:30,070 --&gt; 00:24:33,830\r\nabout? Great, let's send this customer to this agent. And\r\n\r\n445\r\n00:24:33,830 --&gt; 00:24:36,980\r\nthen even AI enabled self- service yeah, that's a digital\r\n\r\n446\r\n00:24:36,980 --&gt; 00:24:41,140\r\nchannel. That's a way that customers are helping themselves. But\r\n\r\n447\r\n00:24:41,320 --&gt; 00:24:43,870\r\nan AI virtual assistant is always going to be there\r\n\r\n448\r\n00:24:44,010 --&gt; 00:24:46,790\r\nto guide them through, maybe get them information, like in\r\n\r\n449\r\n00:24:46,790 --&gt; 00:24:49,540\r\nCharlie's example, find out if the paint contains lead. He\r\n\r\n450\r\n00:24:49,540 --&gt; 00:24:51,420\r\ncouldn't find it on his own, but the digital assistant\r\n\r\n451\r\n00:24:51,510 --&gt; 00:24:53,590\r\ncould come in there and do that for him. And\r\n\r\n452\r\n00:24:53,590 --&gt; 00:24:57,980\r\nif we did escalate to a live agent, so that's\r\n\r\n453\r\n00:24:57,980 --&gt; 00:25:00,150\r\nwhat AI enabled self- service can do. I'll talk a\r\n\r\n454\r\n00:25:00,150 --&gt; 00:25:02,710\r\nlittle bit about more that in a minute. And then\r\n\r\n455\r\n00:25:02,710 --&gt; 00:25:07,150\r\nalso just the personalization. So, anything you're doing here can\r\n\r\n456\r\n00:25:07,150 --&gt; 00:25:10,220\r\nbe personalized for the customer. And you see a lot more areas\r\n\r\n457\r\n00:25:10,220 --&gt; 00:25:13,010\r\nhere that companies are doing when it comes to AI,\r\n\r\n458\r\n00:25:13,020 --&gt; 00:25:17,490\r\nchatbots, voice transcription, and a language translation. You've got NLP,\r\n\r\n459\r\n00:25:17,490 --&gt; 00:25:20,300\r\nyou've got intelligent virtual assistant, which is basically a chat\r\n\r\n460\r\n00:25:20,300 --&gt; 00:25:24,290\r\nbot on the agent side, several different areas that companies are\r\n\r\n461\r\n00:25:24,290 --&gt; 00:25:28,160\r\nlooking at to just totally improve that customer experience moving\r\n\r\n462\r\n00:25:28,160 --&gt; 00:25:31,160\r\nforward. And one of the ones I want to just\r\n\r\n463\r\n00:25:31,160 --&gt; 00:25:33,910\r\nspend a couple minutes on here is self- service because\r\n\r\n464\r\n00:25:33,910 --&gt; 00:25:37,230\r\nI'm really seeing this as just a big growth area\r\n\r\n465\r\n00:25:37,230 --&gt; 00:25:39,550\r\nright now. When you look at this chart alone, the\r\n\r\n466\r\n00:25:39,550 --&gt; 00:25:42,940\r\nblue bars show you what people told us in 2019,\r\n\r\n467\r\n00:25:42,940 --&gt; 00:25:46,530\r\nwhat did they say? What's their current percentage of transactions\r\n\r\n468\r\n00:25:46,640 --&gt; 00:25:49,470\r\nhandled by self- service and then what were they projecting\r\n\r\n469\r\n00:25:49,470 --&gt; 00:25:51,420\r\nby the end of 2021, 2023 and\r\n\r\n470\r\n00:25:51,420 --&gt; 00:25:53,440\r\n2025? The green bars show you\r\n\r\n471\r\n00:25:53,440 --&gt; 00:25:54,990\r\nwhat they were saying a year later, look at how\r\n\r\n472\r\n00:25:54,990 --&gt; 00:25:57,380\r\nmuch growth we saw. So, this is all types of\r\n\r\n473\r\n00:25:57,380 --&gt; 00:26:00,930\r\nself- services is going in and doing an FAQ on\r\n\r\n474\r\n00:26:00,930 --&gt; 00:26:03,550\r\na chatbot. This is going into a self- service knowledge\r\n\r\n475\r\n00:26:03,550 --&gt; 00:26:07,670\r\nbase and trying to look online and get some answers\r\n\r\n476\r\n00:26:07,670 --&gt; 00:26:11,070\r\nto questions. But being able to bring in an AI\r\n\r\n477\r\n00:26:11,140 --&gt; 00:26:13,610\r\nvirtual assistant there to help the customer through, and you can see\r\n\r\n478\r\n00:26:13,610 --&gt; 00:26:18,100\r\nthat this is really growing considerably, but as you can\r\n\r\n479\r\n00:26:18,100 --&gt; 00:26:22,150\r\nsee, as an analyst here about 33% were doing this\r\n\r\n480\r\n00:26:23,090 --&gt; 00:26:25,810\r\nand this year we've got it up to 34%. So,\r\n\r\n481\r\n00:26:25,810 --&gt; 00:26:28,260\r\nthis year, this is going to be a big area of action\r\n\r\n482\r\n00:26:28,260 --&gt; 00:26:31,410\r\nfor companies. And I want to caution you, don't try\r\n\r\n483\r\n00:26:31,410 --&gt; 00:26:33,680\r\nand go too fast, don't try and boil the ocean\r\n\r\n484\r\n00:26:33,680 --&gt; 00:26:35,530\r\nand do too much at once. You've got to put\r\n\r\n485\r\n00:26:35,530 --&gt; 00:26:38,110\r\nthe brakes on for a minute and in most cases,\r\n\r\n486\r\n00:26:38,110 --&gt; 00:26:41,870\r\ncompanies have to look at their knowledge management basis. They\r\n\r\n487\r\n00:26:41,870 --&gt; 00:26:45,470\r\nneed overhauls in most companies, they're outdated, typically in terms\r\n\r\n488\r\n00:26:45,470 --&gt; 00:26:47,910\r\nof the content, maybe it's all texts. Maybe it needs\r\n\r\n489\r\n00:26:47,910 --&gt; 00:26:52,280\r\nmore multimedia content, more video, more photos, more interactions somehow.\r\n\r\n490\r\n00:26:52,870 --&gt; 00:26:55,770\r\nAnd it may maybe outdated in terms of the technology\r\n\r\n491\r\n00:26:55,770 --&gt; 00:26:58,120\r\nor the user interface, or even just the usability of\r\n\r\n492\r\n00:26:58,120 --&gt; 00:27:01,510\r\nit. Is it too slow? Does it need more capacity? They're\r\n\r\n493\r\n00:27:01,510 --&gt; 00:27:05,020\r\nnot intuitive. I'm already talked about the multimedia content. And\r\n\r\n494\r\n00:27:05,020 --&gt; 00:27:07,590\r\nalso big thing is just to improve the ability to\r\n\r\n495\r\n00:27:07,590 --&gt; 00:27:10,990\r\nsearch so that you're matching them and request to searches.\r\n\r\n496\r\n00:27:10,990 --&gt; 00:27:14,150\r\nAnd once you get a machine learning knowledge base in\r\n\r\n497\r\n00:27:14,150 --&gt; 00:27:18,030\r\nthere paired with just your regular content knowledge base, this\r\n\r\n498\r\n00:27:18,030 --&gt; 00:27:20,990\r\nis going improve considerably because machine learning will be able\r\n\r\n499\r\n00:27:20,990 --&gt; 00:27:22,960\r\nto sail when someone types in this, they really mean\r\n\r\n500\r\n00:27:22,960 --&gt; 00:27:25,030\r\nthis and we're going to guide them this way. So,\r\n\r\n501\r\n00:27:26,250 --&gt; 00:27:29,040\r\nthat's actually really important. So, take your time here. Don't\r\n\r\n502\r\n00:27:29,530 --&gt; 00:27:31,760\r\ngo too quickly because you'll end up shooting yourself in\r\n\r\n503\r\n00:27:31,760 --&gt; 00:27:34,610\r\nthe foot and you'll go too fast into AI. And\r\n\r\n504\r\n00:27:34,610 --&gt; 00:27:37,560\r\nthen if you have problems with it, they're going say, \"\r\n\r\n505\r\n00:27:37,560 --&gt; 00:27:38,585\r\nOh, we're not going to do this\r\n\r\n506\r\n00:27:38,585 --&gt; 00:27:39,610\r\nat all anymore.\" So, take your\r\n\r\n507\r\n00:27:39,610 --&gt; 00:27:43,115\r\ntime here. This is very important to get right.\r\n\r\n508\r\n00:27:43,115 --&gt; 00:27:45,950\r\nAnd Robin, to that, I was in a session\r\n\r\n509\r\n00:27:45,950 --&gt; 00:27:49,040\r\nwith a bunch of executive vice- presidents and they went\r\n\r\n510\r\n00:27:49,040 --&gt; 00:27:51,740\r\naround the table and they described to me their roles.\r\n\r\n511\r\n00:27:52,050 --&gt; 00:27:55,360\r\nAnd everybody, \" I'm strategic this and I'm strategic that.\" And\r\n\r\n512\r\n00:27:55,360 --&gt; 00:27:58,390\r\nthen one of the gentlemen said, \" I'm in charge of\r\n\r\n513\r\n00:27:58,390 --&gt; 00:28:00,580\r\nthis, that, and the other thing, I don't know, by the\r\n\r\n514\r\n00:28:00,580 --&gt; 00:28:05,560\r\nway, I also look after knowledge.\" Like it was an\r\n\r\n515\r\n00:28:05,560 --&gt; 00:28:09,630\r\nafterthought. And then after we went through the whole experience\r\n\r\n516\r\n00:28:09,630 --&gt; 00:28:13,680\r\nyou're right, the roadmap, everybody turned to him and said, \"\r\n\r\n517\r\n00:28:14,190 --&gt; 00:28:17,340\r\nOh my God, Steve, you're the most important guy in\r\n\r\n518\r\n00:28:17,340 --&gt; 00:28:22,020\r\nthis room because nothing happens without knowledge.\" Exactly. So, this\r\n\r\n519\r\n00:28:22,020 --&gt; 00:28:26,280\r\nelevation of knowledge as a strategic vehicle and it needs\r\n\r\n520\r\n00:28:26,350 --&gt; 00:28:30,450\r\nthe care and feeding is really interesting. I love the\r\n\r\n521\r\n00:28:30,450 --&gt; 00:28:34,040\r\nfact that you brought it up here. Yeah, no, thanks.\r\n\r\n522\r\n00:28:34,040 --&gt; 00:28:37,270\r\nI agree though, and it's funny that the person himself\r\n\r\n523\r\n00:28:37,270 --&gt; 00:28:39,020\r\ndidn't even look at himself as like, \" Oh, this is\r\n\r\n524\r\n00:28:39,020 --&gt; 00:28:43,480\r\nvital.\" But just a few points as I'm doing my\r\n\r\n525\r\n00:28:43,480 --&gt; 00:28:45,270\r\nresearch and I talk to companies who are doing this\r\n\r\n526\r\n00:28:45,270 --&gt; 00:28:47,900\r\nwell, I want to just leave you with a couple\r\n\r\n527\r\n00:28:47,900 --&gt; 00:28:50,680\r\nof points here on self- service, when you're doing self\r\n\r\n528\r\n00:28:50,680 --&gt; 00:28:55,420\r\nservice, it does not mean without assistance. So, you want\r\n\r\n529\r\n00:28:55,520 --&gt; 00:28:58,320\r\nto have those virtual assistants and you want to train\r\n\r\n530\r\n00:28:58,320 --&gt; 00:29:01,930\r\nthem to guide customers to resolve their issues. And also\r\n\r\n531\r\n00:29:02,070 --&gt; 00:29:05,640\r\nto put those hooks in to enable that escalation, to\r\n\r\n532\r\n00:29:05,640 --&gt; 00:29:07,930\r\nlive agents at the appropriate points in the journey. And\r\n\r\n533\r\n00:29:07,930 --&gt; 00:29:11,020\r\nthat may change over time. You may remove hooks, add\r\n\r\n534\r\n00:29:11,020 --&gt; 00:29:13,350\r\nhooks. You want to make sure that you're not seeing\r\n\r\n535\r\n00:29:13,350 --&gt; 00:29:15,890\r\nthat customer frustration in there. If they're starting to type\r\n\r\n536\r\n00:29:15,890 --&gt; 00:29:18,740\r\nin all capital letters, you missed a hook. So, make\r\n\r\n537\r\n00:29:18,740 --&gt; 00:29:22,910\r\nsure you're really looking at how often and what areas\r\n\r\n538\r\n00:29:22,910 --&gt; 00:29:25,690\r\nof that whole journey in self service you need to\r\n\r\n539\r\n00:29:25,780 --&gt; 00:29:29,410\r\nescalate. You also want to make sure you're using analytics\r\n\r\n540\r\n00:29:29,410 --&gt; 00:29:33,250\r\ntools. I've talked about this enough, I think, but that\r\n\r\n541\r\n00:29:33,250 --&gt; 00:29:36,300\r\nwill help you to see where customers are getting stuck,\r\n\r\n542\r\n00:29:36,580 --&gt; 00:29:41,830\r\nimprove the content to address these questions over time and\r\n\r\n543\r\n00:29:41,830 --&gt; 00:29:45,930\r\nagain, adding those additional escalation books and then making sure\r\n\r\n544\r\n00:29:45,930 --&gt; 00:29:49,700\r\nthat you're integrating with other interaction channels. So, again, when\r\n\r\n545\r\n00:29:49,700 --&gt; 00:29:53,810\r\ncalls are escalated, when a self- service interaction is escalated,\r\n\r\n546\r\n00:29:53,810 --&gt; 00:29:57,700\r\nthe customer should see that entire customer journey and pick\r\n\r\n547\r\n00:29:57,700 --&gt; 00:30:00,740\r\nup right where they left off. Otherwise, we've all been\r\n\r\n548\r\n00:30:00,740 --&gt; 00:30:03,960\r\nthere. It is so frustrating if you've been online for\r\n\r\n549\r\n00:30:03,960 --&gt; 00:30:05,750\r\n15 minutes, trying to find something, you have to explain\r\n\r\n550\r\n00:30:05,750 --&gt; 00:30:07,830\r\neverything all over again when you go to a live\r\n\r\n551\r\n00:30:07,830 --&gt; 00:30:10,550\r\nagent, either in web chat or a phone call. So,\r\n\r\n552\r\n00:30:10,830 --&gt; 00:30:13,280\r\nmake sure that the agents can see that not only\r\n\r\n553\r\n00:30:13,280 --&gt; 00:30:15,820\r\nin the real time, but also historically. So, the agent\r\n\r\n554\r\n00:30:15,820 --&gt; 00:30:18,700\r\ncan see, \" Oh, wait, this Robin called a week ago\r\n\r\n555\r\n00:30:18,700 --&gt; 00:30:23,260\r\nabout the same problem with her cable service, what's going\r\n\r\n556\r\n00:30:23,260 --&gt; 00:30:24,476\r\non here? We've got to fix this.\"\r\n\r\n557\r\n00:30:24,476 --&gt; 00:30:25,920\r\nSo, make sure you have that historical\r\n\r\n558\r\n00:30:25,920 --&gt; 00:30:30,680\r\ncontext as well. And then lastly actually not lastly, I've\r\n\r\n559\r\n00:30:30,680 --&gt; 00:30:32,030\r\ngot one more slide after this. I want to just\r\n\r\n560\r\n00:30:32,030 --&gt; 00:30:36,020\r\ntalk real quickly about how AI enabled chatbots are helping\r\n\r\n561\r\n00:30:36,120 --&gt; 00:30:38,620\r\nCX overall. So, when you think about a chat bot,\r\n\r\n562\r\n00:30:38,620 --&gt; 00:30:40,960\r\neveryone talks about these and there's so many different ways\r\n\r\n563\r\n00:30:40,960 --&gt; 00:30:43,500\r\nyou can use them. It can be very basic Q\r\n\r\n564\r\n00:30:43,500 --&gt; 00:30:46,730\r\nand A, it can be overnight mailing address, product information,\r\n\r\n565\r\n00:30:46,900 --&gt; 00:30:51,950\r\nlocation hours. If you're here having a live person do\r\n\r\n566\r\n00:30:51,950 --&gt; 00:30:55,110\r\nthis now, you're definitely at a competitive disadvantage and you're\r\n\r\n567\r\n00:30:55,110 --&gt; 00:30:57,310\r\nspending too much money, get to a chatbot to do\r\n\r\n568\r\n00:30:57,310 --&gt; 00:31:00,580\r\nthat right away, fat nail. Then you can start moving on and\r\n\r\n569\r\n00:31:00,580 --&gt; 00:31:03,090\r\ndo things like, \" Okay, let's have my chat bot look\r\n\r\n570\r\n00:31:03,090 --&gt; 00:31:06,970\r\nup account balances or deal with warranty terms or transfer\r\n\r\n571\r\n00:31:06,970 --&gt; 00:31:09,850\r\nmoney, things like that.\" That gets a little bit more complex\r\n\r\n572\r\n00:31:09,850 --&gt; 00:31:12,690\r\nQ and A. And in either of those cases, you're\r\n\r\n573\r\n00:31:12,690 --&gt; 00:31:18,010\r\nusing self service, you're using knowledge basis, things like that. Now,\r\n\r\n574\r\n00:31:18,010 --&gt; 00:31:19,472\r\nyou can get even a little more complicated.\r\n\r\n575\r\n00:31:19,472 --&gt; 00:31:20,970\r\nI don't think it's all complicated. It's not\r\n\r\n576\r\n00:31:20,970 --&gt; 00:31:23,200\r\nreally complicated. It's just a little more sophisticated as I\r\n\r\n577\r\n00:31:23,200 --&gt; 00:31:26,410\r\nguess I would say it. Where AI is assisting agents\r\n\r\n578\r\n00:31:26,410 --&gt; 00:31:30,890\r\nto deliver scripts, they're flagging keywords or routing calls to\r\n\r\n579\r\n00:31:30,900 --&gt; 00:31:33,474\r\nqualified agents. And that's where you get\r\n\r\n580\r\n00:31:33,474 --&gt; 00:31:35,620\r\ninto some machine learning. And now\r\n\r\n581\r\n00:31:35,620 --&gt; 00:31:38,530\r\nyou can get even more sophisticated and make recommendations. So,\r\n\r\n582\r\n00:31:38,750 --&gt; 00:31:41,270\r\nmaybe a virtual assistant is going to make recommendations based\r\n\r\n583\r\n00:31:41,270 --&gt; 00:31:45,540\r\non the customer history, her location, customer patterns like her\r\n\r\n584\r\n00:31:45,690 --&gt; 00:31:48,880\r\non a predict where, and when that may need to\r\n\r\n585\r\n00:31:48,880 --&gt; 00:31:52,010\r\nbe. When should that happen? If I'm a customer that's\r\n\r\n586\r\n00:31:52,010 --&gt; 00:31:54,370\r\nbuying vitamins, maybe I, and I'm buying a 90- day-\r\n\r\n587\r\n00:31:54,370 --&gt; 00:31:56,760\r\nsupply, pin me on 90 days so I know that\r\n\r\n588\r\n00:31:56,760 --&gt; 00:31:59,060\r\nI should do that again. So, then it becomes more contextual\r\n\r\n589\r\n00:31:59,060 --&gt; 00:32:00,350\r\nand predictive. So, I think the key\r\n\r\n590\r\n00:32:00,350 --&gt; 00:32:01,900\r\nthing here, when you think about chatbots,\r\n\r\n591\r\n00:32:02,840 --&gt; 00:32:04,870\r\nthere's all different ways to use it. And this just touches on\r\n\r\n592\r\n00:32:04,870 --&gt; 00:32:07,970\r\na few, but in any one of these scenarios, you've\r\n\r\n593\r\n00:32:07,970 --&gt; 00:32:11,220\r\ngot to have that escalation to a live agent and\r\n\r\n594\r\n00:32:11,270 --&gt; 00:32:14,490\r\nalso with the intelligent routing, make sure that customer experience\r\n\r\n595\r\n00:32:14,490 --&gt; 00:32:18,190\r\nis good. I may start on a self- service area\r\n\r\n596\r\n00:32:18,640 --&gt; 00:32:19,669\r\nand think I'm going to get my\r\n\r\n597\r\n00:32:19,669 --&gt; 00:32:20,840\r\nproblem solved, but maybe I won't\r\n\r\n598\r\n00:32:20,840 --&gt; 00:32:22,490\r\nand I need to escalate to a live agent, give me\r\n\r\n599\r\n00:32:22,490 --&gt; 00:32:26,160\r\nsomebody who understands what I'm looking for. And I'll rate\r\n\r\n600\r\n00:32:26,160 --&gt; 00:32:29,930\r\nthat call, that whole interaction of five star. So, now\r\n\r\n601\r\n00:32:30,280 --&gt; 00:32:34,210\r\ngetting to lastly, I want to just show you some\r\n\r\n602\r\n00:32:34,270 --&gt; 00:32:37,960\r\ndata points. This is from real companies, real- world data,\r\n\r\n603\r\n00:32:38,010 --&gt; 00:32:41,560\r\nthey're analyzing their before and after numbers, when they did\r\n\r\n604\r\n00:32:41,560 --&gt; 00:32:44,980\r\na transformation project using on the top there AI enabled\r\n\r\n605\r\n00:32:44,980 --&gt; 00:32:48,910\r\nself- service or customer facing chatbots. Look at the numbers\r\n\r\n606\r\n00:32:48,960 --&gt; 00:32:51,010\r\nthey're seeing when it comes to the revenue that was\r\n\r\n607\r\n00:32:51,010 --&gt; 00:32:56,050\r\naffected by their project, operational costs, customer ratings and agent\r\n\r\n608\r\n00:32:56,050 --&gt; 00:32:58,870\r\nefficiency. So, it's kind of crazy. They're good all the\r\n\r\n609\r\n00:32:58,870 --&gt; 00:33:00,890\r\nway across the board. I mean, I'd be thrilled with\r\n\r\n610\r\n00:33:00,890 --&gt; 00:33:04,090\r\nthose numbers and ac to LTE deployment. And this is not\r\n\r\n611\r\n00:33:04,430 --&gt; 00:33:06,840\r\njust a success group, this is all companies overall average\r\n\r\n612\r\n00:33:06,840 --&gt; 00:33:11,550\r\nin our research. And what's really interesting, Robin, when I\r\n\r\n613\r\n00:33:11,550 --&gt; 00:33:14,910\r\nlook at these numbers, that's not an expense of another\r\n\r\n614\r\n00:33:14,910 --&gt; 00:33:20,900\r\nnumber. So, people are increasing revenue, they're becoming more efficient, but\r\n\r\n615\r\n00:33:20,900 --&gt; 00:33:24,860\r\nnot at the cost of satisfaction and customer effort. And\r\n\r\n616\r\n00:33:24,860 --&gt; 00:33:28,390\r\nso, doing this right and again, taking that design approach\r\n\r\n617\r\n00:33:28,390 --&gt; 00:33:31,320\r\nwhere I want to be empathetic, what's the job to\r\n\r\n618\r\n00:33:31,320 --&gt; 00:33:34,860\r\nbe done? What's the journey to get there? And using\r\n\r\n619\r\n00:33:34,860 --&gt; 00:33:38,610\r\ntechnology to do that, what an incredible business results? So,\r\n\r\n620\r\n00:33:38,610 --&gt; 00:33:42,090\r\nthank you, Robin, for all that information. That was fantastic.\r\n\r\n621\r\n00:33:42,820 --&gt; 00:33:46,560\r\nGreat information about how companies are transforming. And now, I'd\r\n\r\n622\r\n00:33:46,560 --&gt; 00:33:50,040\r\nlike to turn our focus to Neil O'Donoghue. Neil, can\r\n\r\n623\r\n00:33:50,040 --&gt; 00:33:53,610\r\nyou share with us some information about how do we\r\n\r\n624\r\n00:33:53,610 --&gt; 00:33:56,590\r\ntake these concepts and how do we make them real?\r\n\r\n625\r\n00:33:56,590 --&gt; 00:33:59,810\r\nHow do we turn them into a project plans and\r\n\r\n626\r\n00:33:59,810 --&gt; 00:34:04,610\r\nwhere do we start? Yeah, of course. Thank you, Charlie.\r\n\r\n627\r\n00:34:05,210 --&gt; 00:34:09,220\r\nThat sounds great. So, my name's Neil O'Donoghue. I'm with\r\n\r\n628\r\n00:34:09,220 --&gt; 00:34:13,870\r\nthe Genesys customer success and services organization. So, I'm going\r\n\r\n629\r\n00:34:13,870 --&gt; 00:34:17,630\r\nto talk to you about as Charlie said, this idea\r\n\r\n630\r\n00:34:17,630 --&gt; 00:34:20,700\r\nof helping our customers move quickly, move fast, adopt the\r\n\r\n631\r\n00:34:20,700 --&gt; 00:34:24,670\r\ntechnology, or we use the concept of walk, run, and\r\n\r\n632\r\n00:34:24,670 --&gt; 00:34:30,520\r\nfly. And Charlie talked about the empathy pillars listen, and\r\n\r\n633\r\n00:34:30,530 --&gt; 00:34:34,190\r\nlearn, understand, and predict and act. And Swisscom is a great\r\n\r\n634\r\n00:34:34,270 --&gt; 00:34:37,360\r\nexample, which I'm going to use to begin with just\r\n\r\n635\r\n00:34:37,360 --&gt; 00:34:39,640\r\nto make this real. And it plays to a lot of\r\n\r\n636\r\n00:34:39,640 --&gt; 00:34:42,130\r\nwhat Robin talks about. I love the fact that it\r\n\r\n637\r\n00:34:42,130 --&gt; 00:34:49,140\r\nreally resonates that. So, let me introduce you to our customer\r\n\r\n638\r\n00:34:49,240 --&gt; 00:34:54,740\r\nhere at Swisscom. Swisscom is one of Switzerland's most innovative and sustainable\r\n\r\n639\r\n00:34:55,090 --&gt; 00:35:00,070\r\ncompanies. They're a leader in providing mobile network, internet, digital\r\n\r\n640\r\n00:35:00,070 --&gt; 00:35:05,070\r\nTV, pretty much all digital channels for businesses and consumers.\r\n\r\n641\r\n00:35:05,600 --&gt; 00:35:09,550\r\nYou see this great quote here from Rolf, the product\r\n\r\n642\r\n00:35:09,550 --&gt; 00:35:12,940\r\nmanager of emerging channels and bots at Swisscom. The messaging\r\n\r\n643\r\n00:35:12,940 --&gt; 00:35:16,420\r\nbot that they implemented through Genesys resolved 10% of inquiries\r\n\r\n644\r\n00:35:16,420 --&gt; 00:35:20,420\r\nin the FAQ box or one in every two contacts\r\n\r\n645\r\n00:35:20,620 --&gt; 00:35:28,950\r\nand they maintained axles throughout. So, let me tell you,\r\n\r\n646\r\n00:35:28,960 --&gt; 00:35:33,890\r\nSwisscom is a longstanding Genesys customer, and they've had a\r\n\r\n647\r\n00:35:33,940 --&gt; 00:35:36,910\r\nfootprint of some of the more traditional channels for a while.\r\n\r\n648\r\n00:35:38,260 --&gt; 00:35:41,550\r\nAnd they expanded that digital footprint, whether it's by introducing\r\n\r\n649\r\n00:35:41,720 --&gt; 00:35:45,310\r\nApple business chat and WhatsApp as the main messaging channels, as well\r\n\r\n650\r\n00:35:45,850 --&gt; 00:35:47,396\r\nas chat bot. So, as I say,\r\n\r\n651\r\n00:35:47,396 --&gt; 00:35:49,300\r\nmuch of what Robin talked about,\r\n\r\n652\r\n00:35:49,450 --&gt; 00:35:53,850\r\ncoincidentally, actually and this led to significant improvements in productivity\r\n\r\n653\r\n00:35:53,990 --&gt; 00:35:57,700\r\nand Swisscom is now adding to this with AI and\r\n\r\n654\r\n00:35:57,700 --&gt; 00:36:03,440\r\nGenesys predictive routing. So, Switzerland just taking a step back,\r\n\r\n655\r\n00:36:03,440 --&gt; 00:36:07,070\r\nSwitzerland as a country, has one of the highest market\r\n\r\n656\r\n00:36:07,070 --&gt; 00:36:12,100\r\npenetrations of Apple devices worldwide and messaging, as we all\r\n\r\n657\r\n00:36:12,100 --&gt; 00:36:15,630\r\nknow is the way to communicate in our private lives\r\n\r\n658\r\n00:36:15,630 --&gt; 00:36:20,340\r\nand it's fast becoming the communication method between customers and businesses\r\n\r\n659\r\n00:36:20,340 --&gt; 00:36:26,410\r\nalso. So, Swisscom successfully reduced handling time and increased first\r\n\r\n660\r\n00:36:26,410 --&gt; 00:36:31,820\r\ncontact resolution. Well, it's also improving NPS and agent satisfaction,\r\n\r\n661\r\n00:36:31,960 --&gt; 00:36:35,220\r\nwhich is really, really important and leveraging some of those\r\n\r\n662\r\n00:36:36,100 --&gt; 00:36:39,607\r\nsimilarly unrelated solutions which we don't talk about\r\n\r\n663\r\n00:36:39,607 --&gt; 00:36:41,520\r\nin the set, as I explained the\r\n\r\n664\r\n00:36:41,520 --&gt; 00:36:48,730\r\nmethodology topic. Particularly the Switzerland as a country is high\r\n\r\n665\r\n00:36:48,730 --&gt; 00:36:51,930\r\non the agenda there and Swisscom as an organization. And\r\n\r\n666\r\n00:36:51,930 --&gt; 00:36:55,060\r\nthat's why they decided to implement chat bots. And their\r\n\r\n667\r\n00:36:55,060 --&gt; 00:37:00,030\r\nintent model, currently predicts customer intents with 80% accuracy. I\r\n\r\n668\r\n00:37:00,150 --&gt; 00:37:02,650\r\ncan read some of the statistics on the slide here\r\n\r\n669\r\n00:37:03,020 --&gt; 00:37:05,850\r\nas I talk through. So, six months after the launch\r\n\r\n670\r\n00:37:06,040 --&gt; 00:37:09,880\r\nwith 10 use cases live, they'd cover 16% of incoming\r\n\r\n671\r\n00:37:09,880 --&gt; 00:37:13,340\r\nmessages in Apple based chat with chat bots. And that\r\n\r\n672\r\n00:37:13,340 --&gt; 00:37:16,590\r\nfast time, there was a very fast time to implement\r\n\r\n673\r\n00:37:17,730 --&gt; 00:37:21,280\r\nfrom the kickoff to the go live. They actually took\r\n\r\n674\r\n00:37:21,280 --&gt; 00:37:25,220\r\n10 weeks. And this is why I talked about this\r\n\r\n675\r\n00:37:25,220 --&gt; 00:37:31,030\r\nconcept of walk, crawl and fly and moving quickly through\r\n\r\n676\r\n00:37:31,030 --&gt; 00:37:34,370\r\nthat using some of the services, which I'll talk about\r\n\r\n677\r\n00:37:34,370 --&gt; 00:37:37,740\r\ntoday. They were not only able to deliver the Apple\r\n\r\n678\r\n00:37:37,740 --&gt; 00:37:41,410\r\nbusiness chat, but also bringing the intent recognition and chat\r\n\r\n679\r\n00:37:41,410 --&gt; 00:37:47,860\r\nbots live very quickly in that timescale. And Swisscom was\r\n\r\n680\r\n00:37:47,860 --&gt; 00:37:50,210\r\nable to achieve a traditional voice channels, which as I\r\n\r\n681\r\n00:37:50,210 --&gt; 00:37:53,670\r\nsaid, they had for a while. Now, over the next\r\n\r\n682\r\n00:37:53,670 --&gt; 00:37:58,210\r\ntwo years, Swisscom aims to shift a substantial amount, more\r\n\r\n683\r\n00:37:58,210 --&gt; 00:38:01,460\r\nand more interaction volume from traditional channels, such as voice\r\n\r\n684\r\n00:38:01,600 --&gt; 00:38:06,840\r\nto messaging. What sets Swisscom apart from its competition is\r\n\r\n685\r\n00:38:06,850 --&gt; 00:38:11,570\r\nits ambition to always drive innovation and putting the customer\r\n\r\n686\r\n00:38:11,770 --&gt; 00:38:15,210\r\nreally at the center of their decision making and everything\r\n\r\n687\r\n00:38:15,260 --&gt; 00:38:19,050\r\nthat they do, which we love from an experience. As\r\n\r\n688\r\n00:38:19,050 --&gt; 00:38:21,710\r\na service perspective, if you go back to some of\r\n\r\n689\r\n00:38:21,710 --&gt; 00:38:24,340\r\nthe things that Charlie talked about, really putting the customer\r\n\r\n690\r\n00:38:24,480 --&gt; 00:38:28,490\r\nat the center of the experience. So, how did they\r\n\r\n691\r\n00:38:28,490 --&gt; 00:38:32,060\r\ndo it? Swisscom chose a fast saw pilot with Genesys\r\n\r\n692\r\n00:38:32,060 --&gt; 00:38:37,640\r\nprofessional services involving close to a thousand agents initially. And\r\n\r\n693\r\n00:38:41,000 --&gt; 00:38:45,250\r\nCharlie talked about those empathy pillars all the way through\r\n\r\n694\r\n00:38:45,250 --&gt; 00:38:49,160\r\nto this continuing learning circle, they put that into their\r\n\r\n695\r\n00:38:49,160 --&gt; 00:38:55,490\r\nown words though methodology. And the pilot covered four stages.\r\n\r\n696\r\n00:38:55,560 --&gt; 00:39:00,340\r\nThe first three were discover, the discovery with Genesys the\r\n\r\n697\r\n00:39:00,340 --&gt; 00:39:04,310\r\nadvisory services, which we have to understand the key functions,\r\n\r\n698\r\n00:39:04,310 --&gt; 00:39:08,050\r\nthe pain points, the benefits they wanted to bring. And\r\n\r\n699\r\n00:39:08,050 --&gt; 00:39:10,470\r\nthen, what are the key metrics and KPIs they're going to\r\n\r\n700\r\n00:39:10,470 --&gt; 00:39:14,790\r\nfocus on? The discovery number to predict and prepare the\r\n\r\n701\r\n00:39:14,840 --&gt; 00:39:19,020\r\nbuilding and gathering that data. You talked about Robin, really\r\n\r\n702\r\n00:39:19,020 --&gt; 00:39:21,273\r\nunderstanding, where do you want to be?\r\n\r\n703\r\n00:39:21,273 --&gt; 00:39:22,950\r\nWhat's the key data? And once\r\n\r\n704\r\n00:39:22,950 --&gt; 00:39:25,470\r\nyou've got that baseline moving forward, it's exactly what they\r\n\r\n705\r\n00:39:25,470 --&gt; 00:39:28,450\r\ndid to predict and prepare, gathering that data and developing\r\n\r\n706\r\n00:39:28,450 --&gt; 00:39:31,480\r\nthe right plan. And then for them to start small\r\n\r\n707\r\n00:39:31,810 --&gt; 00:39:34,540\r\nand get ready. So, we talk about walk and run,\r\n\r\n708\r\n00:39:34,540 --&gt; 00:39:38,690\r\nstart small and get ready, select the routing destinations, and\r\n\r\n709\r\n00:39:38,690 --&gt; 00:39:41,610\r\nthen continually test that to make sure it's right, fine\r\n\r\n710\r\n00:39:41,610 --&gt; 00:39:44,920\r\ntune it, see the effects and after those three phases\r\n\r\n711\r\n00:39:45,470 --&gt; 00:39:48,570\r\nlearn, and for them go big, that was the plan\r\n\r\n712\r\n00:39:48,570 --&gt; 00:39:51,820\r\nexpand with those use cases in a number of short\r\n\r\n713\r\n00:39:51,820 --&gt; 00:39:56,470\r\nsprints using an agile methodology to really scale up digital transformation.\r\n\r\n714\r\n00:39:57,130 --&gt; 00:40:01,870\r\nThe suites called messaging architecture covers most reasons for contact\r\n\r\n715\r\n00:40:01,870 --&gt; 00:40:07,120\r\nnow. The architecture uses plug- ins between the Genesys solutions\r\n\r\n716\r\n00:40:07,940 --&gt; 00:40:18,330\r\nand other third parties and back office system simplification, chatbots service, and\r\n\r\n717\r\n00:40:18,330 --&gt; 00:40:22,880\r\nit consists of three core aspects. There's the initial concierge,\r\n\r\n718\r\n00:40:22,880 --&gt; 00:40:30,170\r\ngreeting, intent recognition, agent routing, and the FAQ answers to\r\n\r\n719\r\n00:40:30,170 --&gt; 00:40:34,760\r\ncommon questions and finally flow, ready solving customers' inquiries automatically\r\n\r\n720\r\n00:40:35,330 --&gt; 00:40:38,350\r\nwith backend integrations. And Charlie, when you talked about the\r\n\r\n721\r\n00:40:38,350 --&gt; 00:40:43,540\r\nnot so great explain that paint, it really, really made\r\n\r\n722\r\n00:40:43,540 --&gt; 00:40:48,510\r\nme think about this example of my integrated flow, understanding\r\n\r\n723\r\n00:40:48,510 --&gt; 00:40:51,700\r\nwho the customer is and leveraging those different data sets.\r\n\r\n724\r\n00:40:53,880 --&gt; 00:40:57,870\r\nSo, like many experiments, Swisscom achieved mixed results, but methods,\r\n\r\n725\r\n00:40:57,870 --&gt; 00:41:02,380\r\noriginal targets. As I said, some fantastic results in terms\r\n\r\n726\r\n00:41:02,380 --&gt; 00:41:07,530\r\nof, particularly of the bots, they met their goal of\r\n\r\n727\r\n00:41:07,600 --&gt; 00:41:13,210\r\nmaintaining customer satisfaction, which is critically important. So, by messaging,\r\n\r\n728\r\n00:41:13,210 --&gt; 00:41:15,780\r\nimproving the messaging quality, and some of the things I\r\n\r\n729\r\n00:41:15,780 --&gt; 00:41:19,640\r\ntalked about is sort of 5% uplift in a first\r\n\r\n730\r\n00:41:19,640 --&gt; 00:41:23,210\r\ncontact resolution is also very significant. And this led to\r\n\r\n731\r\n00:41:23,210 --&gt; 00:41:25,440\r\na decrease in wait times, obviously, and out of the\r\n\r\n732\r\n00:41:25,440 --&gt; 00:41:31,330\r\nthree possible entry points to the organization, to Swisscom, so, IVR,\r\n\r\n733\r\n00:41:31,530 --&gt; 00:41:36,940\r\nSMS, or web being those primary three, the majority of\r\n\r\n734\r\n00:41:36,940 --&gt; 00:41:40,880\r\ncustomers switch to an engagement model this with Swisscom through\r\n\r\n735\r\n00:41:40,970 --&gt; 00:41:45,760\r\nWhatsApp or Apple business chat when engaging through the company's\r\n\r\n736\r\n00:41:45,760 --&gt; 00:41:48,210\r\ncontact us webpage or those channels, as I said. So, a\r\n\r\n737\r\n00:41:49,580 --&gt; 00:41:52,610\r\nreally great example of, now I really like how it plays back\r\n\r\n738\r\n00:41:52,610 --&gt; 00:41:54,320\r\nto some of the things that Charlie and Robin you\r\n\r\n739\r\n00:41:54,450 --&gt; 00:42:00,390\r\ntalked about. So, if I then go on to this\r\n\r\n740\r\n00:42:00,390 --&gt; 00:42:03,430\r\nidea and methodology of walk and then run. And how\r\n\r\n741\r\n00:42:03,430 --&gt; 00:42:07,410\r\nto get started with digital, and I think many organizations are\r\n\r\n742\r\n00:42:07,410 --&gt; 00:42:13,940\r\nalready started or starting. So, we really talk about those\r\n\r\n743\r\n00:42:13,940 --&gt; 00:42:18,390\r\nempathy pillars, listen, understand and predict, act, learn. And learn doesn't\r\n\r\n744\r\n00:42:18,390 --&gt; 00:42:21,350\r\nstop there. It's a closed loop all the way back to\r\n\r\n745\r\n00:42:21,350 --&gt; 00:42:25,470\r\nlisten to my evolving journey. So, establishing digital through digital\r\n\r\n746\r\n00:42:25,470 --&gt; 00:42:29,700\r\ntransformation and discovery services, we've got a number of experts.\r\n\r\n747\r\n00:42:29,700 --&gt; 00:42:34,130\r\nAs I mentioned, that Swisscom using advisory services. So, business\r\n\r\n748\r\n00:42:34,130 --&gt; 00:42:38,510\r\nconsulting, business analysts, bringing those best practices and use cases\r\n\r\n749\r\n00:42:38,510 --&gt; 00:42:42,640\r\nto customers and helping to identify what's the right starting\r\n\r\n750\r\n00:42:42,640 --&gt; 00:42:47,260\r\npoint for you as a customer and making this journey\r\n\r\n751\r\n00:42:47,260 --&gt; 00:42:50,730\r\nspecific to you without having to reinvent the wheel with\r\n\r\n752\r\n00:42:50,730 --&gt; 00:42:54,090\r\neverything that we've done before, I mean hundreds or thousands\r\n\r\n753\r\n00:42:54,090 --&gt; 00:42:57,840\r\nof solutions that we've deployed globally for our customers. Now,\r\n\r\n754\r\n00:42:58,530 --&gt; 00:43:01,560\r\none of the areas we've invested in heavily is use cases.\r\n\r\n755\r\n00:43:02,130 --&gt; 00:43:05,540\r\nWhat in common customer journeys and how'd you plug those\r\n\r\n756\r\n00:43:05,540 --&gt; 00:43:09,060\r\nuse cases together to build out that journey? And what's\r\n\r\n757\r\n00:43:09,060 --&gt; 00:43:12,780\r\nthe right starting point. And through reading that lesson phase, using\r\n\r\n758\r\n00:43:12,780 --&gt; 00:43:16,510\r\nthose discovery services, that we start to map out what\r\n\r\n759\r\n00:43:16,510 --&gt; 00:43:19,330\r\nthe correct use cases are for you as a customer at\r\n\r\n760\r\n00:43:19,330 --&gt; 00:43:23,470\r\nthat time. But of course these services are all delivered now,\r\n\r\n761\r\n00:43:23,920 --&gt; 00:43:27,750\r\nvirtually in calls and video calls and so on. And\r\n\r\n762\r\n00:43:27,750 --&gt; 00:43:33,970\r\nthen we've moved and gone into that journey mapping and really something\r\n\r\n763\r\n00:43:34,240 --&gt; 00:43:36,130\r\nthat baseline on your revenue. As I say, you talked\r\n\r\n764\r\n00:43:36,130 --&gt; 00:43:40,090\r\nabout it, what are the key KPIs? Establishing where to\r\n\r\n765\r\n00:43:40,090 --&gt; 00:43:43,940\r\nfocus initially, and then build upon that. You've really got\r\n\r\n766\r\n00:43:43,940 --&gt; 00:43:46,910\r\nto know where you're, where you've been, to then be\r\n\r\n767\r\n00:43:46,910 --&gt; 00:43:51,090\r\nable to measure performance beyond that. And then of course,\r\n\r\n768\r\n00:43:51,090 --&gt; 00:43:55,660\r\ndeploying new digital channels. So, all the deployment services for whether\r\n\r\n769\r\n00:43:55,660 --&gt; 00:44:01,110\r\nit's chat, email, web, WhatsApps and so on. And one\r\n\r\n770\r\n00:44:01,110 --&gt; 00:44:05,130\r\nof the areas we see commonly is the requirement to\r\n\r\n771\r\n00:44:05,260 --&gt; 00:44:09,240\r\ninteract or do integrate with third party solutions. We've got\r\n\r\n772\r\n00:44:09,240 --&gt; 00:44:14,030\r\na number of connectors, expert app solutions, we call them.\r\n\r\n773\r\n00:44:14,030 --&gt; 00:44:16,700\r\nThings that we've built with Genesys, all things that are\r\n\r\n774\r\n00:44:16,700 --&gt; 00:44:22,780\r\navailable through our foundry, our partner and Genesys marketplace, where\r\n\r\n775\r\n00:44:22,780 --&gt; 00:44:25,060\r\nthere's a number of commonly used solutions like can use\r\n\r\n776\r\n00:44:25,060 --&gt; 00:44:28,570\r\nto connect to when your various CRM data reporting systems,\r\n\r\n777\r\n00:44:28,600 --&gt; 00:44:31,360\r\nwhich are really important in getting this end to end view\r\n\r\n778\r\n00:44:32,800 --&gt; 00:44:35,310\r\nof the customer and the data. And then of course,\r\n\r\n779\r\n00:44:35,310 --&gt; 00:44:38,150\r\nless than delivering those business outcomes. The way I've talked\r\n\r\n780\r\n00:44:38,190 --&gt; 00:44:40,530\r\nabout that whiteline, a number of the services and this\r\n\r\n781\r\n00:44:40,630 --&gt; 00:44:44,960\r\nboth more focused on the customer, but it's really important\r\n\r\n782\r\n00:44:44,960 --&gt; 00:44:49,360\r\nas Charlie and Robin talked about not to forget about\r\n\r\n783\r\n00:44:49,360 --&gt; 00:44:52,870\r\nthe agent. The agent experience and leveraging some of the solutions\r\n\r\n784\r\n00:44:52,870 --&gt; 00:44:57,330\r\nwe have that particularly the WAM solution set to ensure\r\n\r\n785\r\n00:44:57,330 --&gt; 00:45:02,680\r\nthat the agents are correctly enabled, equipped, trained, they've got\r\n\r\n786\r\n00:45:02,680 --&gt; 00:45:06,540\r\naccess to the right information. They can manage that closed loop\r\n\r\n787\r\n00:45:06,600 --&gt; 00:45:10,570\r\nthrough lesson to learn and deliver the best experience possible\r\n\r\n788\r\n00:45:11,810 --&gt; 00:45:14,600\r\nto bring the whole thing together. So, the walk getting\r\n\r\n789\r\n00:45:14,600 --&gt; 00:45:18,130\r\nstarted with digital. What we typically then find is customers\r\n\r\n790\r\n00:45:18,570 --&gt; 00:45:21,530\r\nhave good success, then they want to expand. Or as\r\n\r\n791\r\n00:45:21,530 --&gt; 00:45:25,510\r\nI said the Swisscom, they had talked about going big after\r\n\r\n792\r\n00:45:25,510 --&gt; 00:45:29,950\r\nthey had successfully delivered those initial pilots. The digital expansion,\r\n\r\n793\r\n00:45:29,950 --&gt; 00:45:37,070\r\nand really increasing that level of adoption, the efficiency across\r\n\r\n794\r\n00:45:38,000 --&gt; 00:45:42,330\r\nthe solution for those customers, a broader range of customers,\r\n\r\n795\r\n00:45:43,120 --&gt; 00:45:47,440\r\nalways with a focus on maintaining quality and increased customer\r\n\r\n796\r\n00:45:47,440 --&gt; 00:45:53,210\r\nsatisfaction. So, ultimately optimizing really both sides of the equation.\r\n\r\n797\r\n00:45:53,510 --&gt; 00:45:59,540\r\nSo, again, from a customer perspective, the ongoing evolution and\r\n\r\n798\r\n00:46:00,100 --&gt; 00:46:03,560\r\nreally then mapping out what the next set of use cases\r\n\r\n799\r\n00:46:03,560 --&gt; 00:46:07,830\r\nare through that discovery, optimizing that discovery, maybe changing some\r\n\r\n800\r\n00:46:07,830 --&gt; 00:46:10,610\r\nthings or evolving some things as the business needs change,\r\n\r\n801\r\n00:46:10,610 --&gt; 00:46:14,420\r\nor customer experiences change. And then we typically find it's in\r\n\r\n802\r\n00:46:14,420 --&gt; 00:46:17,850\r\nthis space, in this next digital expansion phase, as part\r\n\r\n803\r\n00:46:19,100 --&gt; 00:46:25,680\r\nof the run that customers and partners really adopt more, scale more,\r\n\r\n804\r\n00:46:26,080 --&gt; 00:46:30,490\r\nwith bots. Well, so because of that, we've created some specific bot\r\n\r\n805\r\n00:46:30,720 --&gt; 00:46:34,170\r\nquick start packages. So, again, we don't want customers and\r\n\r\n806\r\n00:46:34,170 --&gt; 00:46:40,910\r\npartners to after reinventing the wheel, we've done this before.\r\n\r\n807\r\n00:46:40,910 --&gt; 00:46:47,710\r\nAnd those and use cases exist, but maybe run some\r\n\r\n808\r\n00:46:47,710 --&gt; 00:46:54,070\r\npilots quite common before full- scale deployment. And then, again,\r\n\r\n809\r\n00:46:54,070 --&gt; 00:46:58,220\r\nas we talked about, is blending that experience through digital\r\n\r\n810\r\n00:46:58,370 --&gt; 00:47:02,570\r\nwith AI leveraging some of the solutions we have such\r\n\r\n811\r\n00:47:02,570 --&gt; 00:47:07,180\r\nas predictive engagement or predictive routing as we talked about in the\r\n\r\n812\r\n00:47:07,180 --&gt; 00:47:13,140\r\nSwisscom example. Analytics services Genesys is offering through professional services\r\n\r\n813\r\n00:47:13,280 --&gt; 00:47:19,750\r\nto help customers or partners pull together the various facets\r\n\r\n814\r\n00:47:19,750 --&gt; 00:47:23,690\r\nof data, but are gathered through these types of digital\r\n\r\n815\r\n00:47:23,690 --&gt; 00:47:27,470\r\nsolutions, being able to manipulate that data, report on that\r\n\r\n816\r\n00:47:27,470 --&gt; 00:47:30,580\r\ndata, interact with that data, and really use it to\r\n\r\n817\r\n00:47:31,110 --&gt; 00:47:38,080\r\nunderstand and therefore act, to improve and make the next\r\n\r\n818\r\n00:47:38,160 --&gt; 00:47:42,160\r\nsteps of the journey, more tailored to realize business needs\r\n\r\n819\r\n00:47:42,220 --&gt; 00:47:45,770\r\nand the customer experiences that are being seen. And then\r\n\r\n820\r\n00:47:45,880 --&gt; 00:47:49,860\r\nagain, from an agent experience perspective, continuing to invest in\r\n\r\n821\r\n00:47:49,860 --&gt; 00:47:53,760\r\nemployees scriptic skills and the right level of proficiency and\r\n\r\n822\r\n00:47:53,760 --&gt; 00:47:58,690\r\nusing AI through those solution sets and forecasting and scheduling\r\n\r\n823\r\n00:47:58,710 --&gt; 00:48:01,910\r\ngain to really maintain the end to end experience both\r\n\r\n824\r\n00:48:02,360 --&gt; 00:48:07,420\r\ncustomer and agent perspective, and then business intelligence within tax\r\n\r\n825\r\n00:48:07,700 --&gt; 00:48:11,370\r\nand analytics. So, there's a number of services available and\r\n\r\n826\r\n00:48:11,530 --&gt; 00:48:15,820\r\nas part of the customer success and services organization, we're\r\n\r\n827\r\n00:48:15,820 --&gt; 00:48:22,030\r\nreally focused on quality delivery and those transformational experiences for\r\n\r\n828\r\n00:48:22,030 --&gt; 00:48:29,930\r\nthe end customer. And those pillars listen and learn, understand,\r\n\r\n829\r\n00:48:30,070 --&gt; 00:48:34,540\r\npredicts and act. Because of that, we've created a number\r\n\r\n830\r\n00:48:34,540 --&gt; 00:48:37,920\r\nof services, as you can see on this wheel here\r\n\r\n831\r\n00:48:38,270 --&gt; 00:48:43,740\r\nranging from the core contact center delivery requirements and needs\r\n\r\n832\r\n00:48:44,060 --&gt; 00:48:47,100\r\nwith the solutions we have building upon that with digital\r\n\r\n833\r\n00:48:47,280 --&gt; 00:48:50,870\r\nand AI and WEM. And I think as we've articulated here,\r\n\r\n834\r\n00:48:51,010 --&gt; 00:48:54,670\r\nthose three are at their most powerful when they come\r\n\r\n835\r\n00:48:54,680 --&gt; 00:48:59,240\r\ntogether in conjunction as one. Delivered as a solution where\r\n\r\n836\r\n00:48:59,240 --&gt; 00:49:03,210\r\nthey can interact. Solutions are able to leverage each other\r\n\r\n837\r\n00:49:03,710 --&gt; 00:49:08,450\r\nwith the agents managing that experience with the customers, a digital AI\r\n\r\n838\r\n00:49:08,670 --&gt; 00:49:13,740\r\nWEMs one. And building upon that in terms of education\r\n\r\n839\r\n00:49:13,740 --&gt; 00:49:18,110\r\nneeds, the number of services for our partners as well\r\n\r\n840\r\n00:49:18,210 --&gt; 00:49:21,000\r\nwho we're working with our end customers along with of\r\n\r\n841\r\n00:49:21,000 --&gt; 00:49:26,780\r\ncourse, technical support and more. It's a really comprehensive, full\r\n\r\n842\r\n00:49:26,780 --&gt; 00:49:30,150\r\nengagement model that's been built out, particularly with customers. Then who\r\n\r\n843\r\n00:49:30,150 --&gt; 00:49:34,550\r\ngo to expand upon that with an agile periphery onwards.\r\n\r\n844\r\n00:49:34,770 --&gt; 00:49:37,660\r\nWith that, for the next phase, I will hung back\r\n\r\n845\r\n00:49:37,950 --&gt; 00:49:42,940\r\nto Charlie. Who'll talk through fly. Yeah. Thanks, Neil. And\r\n\r\n846\r\n00:49:43,210 --&gt; 00:49:46,140\r\none of the things I love about your slides, it\r\n\r\n847\r\n00:49:46,140 --&gt; 00:49:51,900\r\nis that transformational experiences delivered. Making it real. It's taking\r\n\r\n848\r\n00:49:51,900 --&gt; 00:49:54,660\r\nthis concept and putting it into practice so that people\r\n\r\n849\r\n00:49:54,660 --&gt; 00:49:58,770\r\ncan get those benefits. So, fantastic. Thanks so much, Neil. So,\r\n\r\n850\r\n00:49:58,770 --&gt; 00:50:01,690\r\nfolks, we're coming to the close of our session here.\r\n\r\n851\r\n00:50:01,690 --&gt; 00:50:03,920\r\nLet's go back and think about fly. What is our\r\n\r\n852\r\n00:50:03,920 --&gt; 00:50:07,770\r\ndestination? Certainly, we can't do all this at once, but\r\n\r\n853\r\n00:50:07,770 --&gt; 00:50:10,420\r\nit's important for us to set our roadmap. And so,\r\n\r\n854\r\n00:50:10,420 --&gt; 00:50:14,450\r\nas we think about engaging our customers, evolving the conversation\r\n\r\n855\r\n00:50:14,450 --&gt; 00:50:18,310\r\nand enhancing it with human experience, it all ties together\r\n\r\n856\r\n00:50:18,310 --&gt; 00:50:22,490\r\nlike this. It's about engaging using AI to predict, to\r\n\r\n857\r\n00:50:22,490 --&gt; 00:50:26,420\r\nsurface the right content, the right offers proactively, inbound and\r\n\r\n858\r\n00:50:26,420 --&gt; 00:50:29,830\r\noutbound across any channel, but we're not done there. We\r\n\r\n859\r\n00:50:29,830 --&gt; 00:50:34,130\r\ntake the context and pass that forward, and pre- fills\r\n\r\n860\r\n00:50:34,130 --&gt; 00:50:37,680\r\nlots and evolve the conversation with voice bot, stat bots,\r\n\r\n861\r\n00:50:37,940 --&gt; 00:50:42,640\r\nintelligent applications to self- serve and when needed for the\r\n\r\n862\r\n00:50:42,640 --&gt; 00:50:48,130\r\nright opportunity enhance the experience with our human resources, leveraging\r\n\r\n863\r\n00:50:48,130 --&gt; 00:50:52,220\r\nlike Robin said, intelligent routing to connect each interaction, each\r\n\r\n864\r\n00:50:52,220 --&gt; 00:50:56,630\r\ncustomer with the right resource. Equipping that agent with an\r\n\r\n865\r\n00:50:56,630 --&gt; 00:51:01,680\r\nomni- channel desktop, real- time knowledge, dynamically based on the\r\n\r\n866\r\n00:51:01,680 --&gt; 00:51:07,640\r\nconversation that's happening, process automation resource and coaching development tools.\r\n\r\n867\r\n00:51:07,900 --&gt; 00:51:13,040\r\nAnd like Robin said, reporting, capacity planning, workforce management, analytics\r\n\r\n868\r\n00:51:13,040 --&gt; 00:51:16,270\r\nto tie it all together. And so, really, yes, you\r\n\r\n869\r\n00:51:16,270 --&gt; 00:51:19,090\r\ncan start with any one of these dots, but it's\r\n\r\n870\r\n00:51:19,090 --&gt; 00:51:22,350\r\nimportant to think about this from a design thinking and\r\n\r\n871\r\n00:51:22,350 --&gt; 00:51:26,070\r\nknow that it is a holistic experience. And from Genesys\r\n\r\n872\r\n00:51:26,070 --&gt; 00:51:29,510\r\nperspective, our interest is not in being a point solution,\r\n\r\n873\r\n00:51:29,720 --&gt; 00:51:33,930\r\nit's orchestrating the entire experience. And so like, we've talked\r\n\r\n874\r\n00:51:33,930 --&gt; 00:51:36,910\r\nabout, we talked a lot about empathy, so it's putting\r\n\r\n875\r\n00:51:36,910 --&gt; 00:51:42,440\r\nempathy in action. It's leveraging our platform to create experience\r\n\r\n876\r\n00:51:42,440 --&gt; 00:51:46,370\r\nas a service. That's our strategy, that's our story. And\r\n\r\n877\r\n00:51:46,370 --&gt; 00:51:48,560\r\nso, I'd like to thank you guys very much for\r\n\r\n878\r\n00:51:48,560 --&gt; 00:51:51,330\r\njoining us today. And Josh, I think I'll turn it\r\n\r\n879\r\n00:51:51,330 --&gt; 00:51:54,090\r\nback to you. You have some resources to share with\r\n\r\n880\r\n00:51:54,090 --&gt; 00:51:58,420\r\nthe folks. Indeed I do. So, to wrap up today,\r\n\r\n881\r\n00:51:58,420 --&gt; 00:52:02,320\r\nI want to first thank everybody who attended it, as\r\n\r\n882\r\n00:52:02,320 --&gt; 00:52:05,450\r\nwell as our presenters. So, as Charlie mentioned to wrap\r\n\r\n883\r\n00:52:05,450 --&gt; 00:52:07,480\r\nup, I want you to take advantage of the additional\r\n\r\n884\r\n00:52:07,480 --&gt; 00:52:10,650\r\nresources that are listed in the resource list just below\r\n\r\n885\r\n00:52:10,650 --&gt; 00:52:13,260\r\nthe slides. Clicking will open up in a new tab\r\n\r\n886\r\n00:52:13,260 --&gt; 00:52:16,840\r\nand these resources expand on today's topic of digital channels.\r\n\r\n887\r\n00:52:16,840 --&gt; 00:52:18,020\r\nAnd we want to make sure you get to take\r\n\r\n888\r\n00:52:18,020 --&gt; 00:52:20,840\r\nadvantage of that. If you miss out on clicking those\r\n\r\n889\r\n00:52:20,840 --&gt; 00:52:23,450\r\ntoday, don't worry, they will also be in your follow-\r\n\r\n890\r\n00:52:23,450 --&gt; 00:52:26,080\r\nup email with the on- demand recording within the next\r\n\r\n891\r\n00:52:26,080 --&gt; 00:52:29,350\r\nbusiness day or so. Also as a friendly reminder, we\r\n\r\n892\r\n00:52:29,350 --&gt; 00:52:31,090\r\ndo encourage you to fill out that survey that's going\r\n\r\n893\r\n00:52:31,100 --&gt; 00:52:34,840\r\nto show up here momentarily. We, again, tailor these presentations\r\n\r\n894\r\n00:52:34,840 --&gt; 00:52:37,210\r\nto exactly what you, the attendees want to learn more\r\n\r\n895\r\n00:52:37,210 --&gt; 00:52:41,290\r\nabout with respect to Genesys contact center, et cetera. So,\r\n\r\n896\r\n00:52:41,290 --&gt; 00:52:43,200\r\nbe sure to fill that survey out as it shows\r\n\r\n897\r\n00:52:43,200 --&gt; 00:52:46,920\r\nup here momentarily. And with that on behalf of Charlie,\r\n\r\n898\r\n00:52:46,920 --&gt; 00:52:49,690\r\nRobin, Neil, and the entire Genesys team, we thank you\r\n\r\n899\r\n00:52:49,690 --&gt; 00:52:54,330\r\nagain for joining today's webcast channel surfing, mastering digital channels\r\n\r\n900\r\n00:52:54,330 --&gt; 00:52:56,890\r\nfor your business. Until next time, have a good one,\r\n\r\n901\r\n00:52:57,220 --&gt; 00:52:57,340\r\neveryone.[mktoform form_type=\"hot\" cta_header=\"WATCH THE ON-DEMAND RECORDING\" cta_button=\"Watch Now!\" cms_hold=\"RG\" cid_id=\"7011T000001YYWEQA4\"]\r\nMeet the Speakers\r\n\r\nRobin Gareiss\r\nCEO &amp; Principal Analyst\r\nMetrigy\r\n\r\nCharlie Godfrey\r\nSenior Director\r\nGenesys\r\n\r\nNeil O\u2019Donohue\r\nVP, Professional Services\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Demo,Genesys Cloud,genesys cloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/see-genesys-cloud-in-action-the-20-minute-chatbot-build?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Demo Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">See Genesys Cloud in action: The 20-minute chatbot build<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nMonthly Demo\r\n\r\nSee Genesys Cloud in action: The 20-minute chatbot build\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]Many organizations are hesitant to dive into the world of chatbots due to complexity. But with the right partner, building a chatbot is easy. Join our 20-minute demo to find out how to break the myths of complexity in 20 minutes.\r\n\r\nIn this demo we will walk you through:\r\n\r\n \tBuilding a chatbot with Genesys Dialog Engine\r\n \tReview the operation of a more advanced bot\r\n \tBuilding once and deploying the bot over many channels\r\n\r\n[mktoform form_type=\"hot\" cta_header=\"WATCH THE ON-DEMAND RECORDING\" cta_button=\"Watch Now!\" cms_hold=\"RG\" cid_id=\"7011T000001YYOUQA4\"]\r\nMeet the Speaker\r\n\r\nJJ Earle-Henson\r\nSenior Strategic Sales Consultant\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"AppFoundry,Improve customer experience,Genesys Cloud,genesys cloud cx,Financial,Healthcare,Industrial,Public,Retail,Technology\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/overcoming-remote-agent-challenges-with-active-voice-biometrics-2?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">AppFoundry Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Overcoming Remote Agent Challenges With Active Voice Biometrics<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nAppFoundry On-demand Webinar\r\n\r\nOvercoming Remote Agent Challenges With Active Voice Biometrics\r\n[cutoff co_thick=\"2px\"]\r\nContact centers need to manage increased call volumes with remote workforces. With voice biometrics, agents can answer customer queries quickly. And customers get assurance that interactions over remote channels are secure.\r\n\r\nThis webinar details how LumenVox Active Voice Authentication on the Genesys Cloud\u2122\u00a0platform offers the differentiation you need to stand out in a competitive market.[mktoform form_type=\"hot\" cta_header=\"REGISTER NOW\" cta_button=\"Register Now!\" form_reach=\"noreach\" cms_hold=\"RG\" cid_id=\"7011T000001YYGLQA4\"]\r\nMeet the Speaker\r\n\r\nMatt Whipple\r\nSenior Vice President, Voice Biometrics\r\nLumenVox\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Webinar Bytes\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/webinar-bytes-why-your-cx-solution-must-be-multicloud-and-might-already-be?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Webinar Bytes<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">[Webinar Bytes] Why your CX solution must be multicloud (and might already be)<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nWebinar Bytes\r\n\r\nWhy your CX solution must be multicloud (and might already be)\r\n[cutoff co_thick=\"2px\"]We\u2019ve taken one of our webinars and broken it down in to smaller video segments.\u00a0 Check out some of the most important parts of the webinar below.\u00a0 Then watch the full video by clicking the link below.JTNDaWZyYW1lJTIwc3JjJTNEJTIyaHR0cHMlM0ElMkYlMkZnby5wYXJtb25pYy5jb20lMkZ3aWRnZXQlMkZwcmV2aWV3JTJGMjkyMiUzRmxheW91dCUzRGhvcml6b250YWwlMjZ3ZWJpbmFyVmlzaWJsZSUzRGZhbHNlJTI2bW9tZW50SWRzJTNEMTg5ODklMjZtb21lbnRJZHMlM0QxODk5MiUyNm1vbWVudElkcyUzRDE4OTkzJTI2bW9tZW50SWRzJTNEMTg5OTQlMjZtb21lbnRJZHMlM0QxODk5NSUyMiUyMHdpZHRoJTNEJTIyMTAwJTI1JTIyJTIwaGVpZ2h0JTNEJTIyNDUwcHglMjIlMjBmcmFtZWJvcmRlciUzRCUyMjAlMjIlM0UlM0MlMkZpZnJhbWUlM0U=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 \u2013 and not only cloud, but \u201cmulticloud.\u201d 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\u2019s possible that while remaining on your private cloud solution, you\u2019ve evolved into a multicloud customer experience architecture by accident.\r\n\r\nWatch these webinar bytes to learn more about how companies are leveraging the best of all options -- all clouds, all infrastructures, all applications -- all with control of their personal ecosystem.\r\n\r\nWatch the full webinar by clicking this\u00a0link.[cutoff co_thick=\"2px\"]\r\nMeet the Speakers\r\n\r\nBobbi Chester\r\nSenior Director Product Marketing\r\nGenesys\r\n\r\nAbi Chandra\r\nCloud Evangelist\r\nGenesys\r\n\r\nTod Famous\r\nVP Product Management, Engage\r\nGenesys\r\n[cutoff co_thick=\"2px\"]1\r\n00:00:00,000 --&gt; 00:00:03,920\r\nSo let's start off today on doing a search for\r\n\r\n2\r\n00:00:03,920 --&gt; 00:00:06,860\r\nthe term of multi- cloud. If you put that in,\r\n\r\n3\r\n00:00:07,020 --&gt; 00:00:11,240\r\nyou'll see a whole bunch of varying different definitions, companies\r\n\r\n4\r\n00:00:11,240 --&gt; 00:00:15,440\r\nfrom Citrix, Google, Red Hat They're all taking a stab\r\n\r\n5\r\n00:00:15,440 --&gt; 00:00:19,150\r\nat trying to define it. Some define multi- cloud as\r\n\r\n6\r\n00:00:19,150 --&gt; 00:00:25,280\r\nan architecture that utilizes public private hybrid cloud services. While\r\n\r\n7\r\n00:00:25,280 --&gt; 00:00:28,790\r\nothers see it more as an approach that's made up\r\n\r\n8\r\n00:00:28,790 --&gt; 00:00:32,940\r\nof one cloud service or more, as well as one\r\n\r\n9\r\n00:00:32,940 --&gt; 00:00:37,040\r\ncloud vendor or more. So with that said, there's so\r\n\r\n10\r\n00:00:37,040 --&gt; 00:00:39,660\r\nmany variations out there, I think a good place to\r\n\r\n11\r\n00:00:39,660 --&gt; 00:00:43,860\r\nstart is to get a definition from both of my\r\n\r\n12\r\n00:00:43,860 --&gt; 00:00:46,290\r\ncolleagues. And Todd, if you don't mind, I'll start this\r\n\r\n13\r\n00:00:46,290 --&gt; 00:00:49,660\r\none with you. Sure. Thanks, Bobby. I had a feeling\r\n\r\n14\r\n00:00:49,660 --&gt; 00:00:53,960\r\nthis question was coming, multi- cloud and we have seen\r\n\r\n15\r\n00:00:53,960 --&gt; 00:00:58,040\r\na lot of different opinions about this. And I think\r\n\r\n16\r\n00:00:58,710 --&gt; 00:01:01,610\r\nmaybe I'll just keep it simple and focus on what\r\n\r\n17\r\n00:01:01,610 --&gt; 00:01:05,800\r\nI think is important from our product strategy. And that's\r\n\r\n18\r\n00:01:07,030 --&gt; 00:01:11,240\r\nthe ability to operate your cloud software where you want.\r\n\r\n19\r\n00:01:11,740 --&gt; 00:01:15,550\r\nAnd that means that you could choose to run it\r\n\r\n20\r\n00:01:15,590 --&gt; 00:01:21,770\r\non, for example, Amazon, AWS or Microsoft Azure or Google\r\n\r\n21\r\n00:01:21,770 --&gt; 00:01:26,910\r\ncloud platform. So we're giving in our architecture the ability\r\n\r\n22\r\n00:01:27,230 --&gt; 00:01:31,250\r\nfor our customers to control where they operate. And that's\r\n\r\n23\r\n00:01:31,250 --&gt; 00:01:33,660\r\nvery different than a lot of, I'd say the first-\r\n\r\n24\r\n00:01:33,660 --&gt; 00:01:38,450\r\ngeneration cloud architectures. What I think is probably the most\r\n\r\n25\r\n00:01:38,450 --&gt; 00:01:42,240\r\nimportant thing about multi- cloud, now there's a lot more\r\n\r\n26\r\n00:01:42,990 --&gt; 00:01:45,160\r\ntechnical nuances I could get into, but I think I'll\r\n\r\n27\r\n00:01:45,840 --&gt; 00:01:48,230\r\nstart there with a high level. Abi, what do you\r\n\r\n28\r\n00:01:48,230 --&gt; 00:01:52,180\r\nthink? Thank you, Todd. Thank you, Bobby. I will take\r\n\r\n29\r\n00:01:52,750 --&gt; 00:01:56,540\r\na technologist view to defining multi- cloud because after all\r\n\r\n30\r\n00:01:56,540 --&gt; 00:02:01,000\r\nI am a cloud architect. Simply put mighty cloud is\r\n\r\n31\r\n00:02:01,000 --&gt; 00:02:05,720\r\nthe ability to consume both private cloud and public clouds\r\n\r\n32\r\n00:02:05,940 --&gt; 00:02:10,960\r\nin a single network architecture. So this would involve consuming,\r\n\r\n33\r\n00:02:10,960 --&gt; 00:02:16,320\r\nhosted application services, cloud computing, storage and data services from\r\n\r\n34\r\n00:02:16,320 --&gt; 00:02:23,450\r\nsingle or multiple cloud entities including, on premise solutions, hosted\r\n\r\n35\r\n00:02:23,470 --&gt; 00:02:27,210\r\nsolutions in a data center or a private cloud solution.\r\n\r\n36\r\n00:02:27,720 --&gt; 00:02:31,380\r\nInfrastructure as a service or platform as a service providers,\r\n\r\n37\r\n00:02:31,550 --&gt; 00:02:35,880\r\nsuch as, Todd mentioned, Amazon web services, Google cloud platform,\r\n\r\n38\r\n00:02:35,880 --&gt; 00:02:41,710\r\nMicrosoft Azure, as well as consuming services from software as\r\n\r\n39\r\n00:02:41,710 --&gt; 00:02:46,320\r\na service vendors, such as Genesys. So in reinforcing your\r\n\r\n40\r\n00:02:46,320 --&gt; 00:02:52,680\r\ndefinition of multi- cloud, in terms of Genesys customers. Genesys\r\n\r\n41\r\n00:02:52,680 --&gt; 00:02:57,210\r\nengaged customers and prospects they get the choice to operate\r\n\r\n42\r\n00:02:57,210 --&gt; 00:03:01,380\r\ntheir software in different environments. That's my definition of multi-\r\n\r\n43\r\n00:03:01,380 --&gt; 00:03:01,420\r\ncloud.<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Webinar Bytes,Genesys AI,Genesys Cloud,genesys cloud cx,Genesys Engage,genesys multicloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/webinar-bytes-connect-the-dots-with-genesys-and-adobe?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Webinar Bytes<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">[Webinar Bytes] Connect the dots with Genesys and Adobe<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nWebinar Bytes\r\n\r\nConnect the dots with Genesys and Adobe\r\n[cutoff co_thick=\"2px\"]We\u2019ve taken one of our webinars and broken it down in to smaller video segments.\u00a0 Check out some of the most important parts of the webinar below.\u00a0 Then watch the full video by clicking the link below.JTNDaWZyYW1lJTIwc3JjJTNEJTIyaHR0cHMlM0ElMkYlMkZnby5wYXJtb25pYy5jb20lMkZ3aWRnZXQlMkZwcmV2aWV3JTJGMjkyMSUzRmxheW91dCUzRGhvcml6b250YWwlMjZ3ZWJpbmFyVmlzaWJsZSUzRGZhbHNlJTI2bW9tZW50SWRzJTNEMTg5OTglMjZtb21lbnRJZHMlM0QxODk2NyUyNm1vbWVudElkcyUzRDE4OTY2JTI2bW9tZW50SWRzJTNEMTg5NjQlMjZtb21lbnRJZHMlM0QxODk2NSUyMiUyMHdpZHRoJTNEJTIyMTAwJTI1JTIyJTIwaGVpZ2h0JTNEJTIyNDUwcHglMjIlMjBmcmFtZWJvcmRlciUzRCUyMjAlMjIlM0UlM0MlMkZpZnJhbWUlM0U=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.\r\n\r\nThis 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.\r\n\r\nWatch these webinar bytes featuring IDC, Adobe and Genesys to learn more!\r\n\r\nWatch the full webinar by clicking this\u00a0link.[cutoff co_thick=\"2px\"]\r\nMeet the Speakers\r\n\r\nAlan Webber\r\nGuest Speaker\r\nProgram VP, Customer Experience\r\nIDC\r\n\r\nSridhar Jayakumar\r\nGuest Speaker\r\nPrincipal Product Manager\r\nAdobe\r\n\r\nDan Arra\r\nVP, Sales\r\nGenesys AI\r\nGenesys\r\n[cutoff co_thick=\"2px\"]1\r\n00:00:00,000 --&gt; 00:00:03,740\r\nIt created unique situations for some industries, such as retail,\r\n\r\n2\r\n00:00:03,970 --&gt; 00:00:07,110\r\nhealthcare, and look at hospitality. And before we got on\r\n\r\n3\r\n00:00:07,110 --&gt; 00:00:09,340\r\nthe call we were talking a little bit about travel.\r\n\r\n4\r\n00:00:09,600 --&gt; 00:00:12,290\r\nThe airlines have really had to change what's going on. It has\r\n\r\n5\r\n00:00:12,850 --&gt; 00:00:15,810\r\nforced them to rethink the way they use technology to\r\n\r\n6\r\n00:00:15,810 --&gt; 00:00:19,060\r\nengage with their customers. And what I want to highlight\r\n\r\n7\r\n00:00:19,060 --&gt; 00:00:21,520\r\nis some of the effects that we're seeing from COVID\r\n\r\n8\r\n00:00:21,520 --&gt; 00:00:27,140\r\nthat are happening already. There are three cracks in what\r\n\r\n9\r\n00:00:27,140 --&gt; 00:00:31,430\r\nwe call customer experience, specifically COVID cracks. And what we\r\n\r\n10\r\n00:00:31,430 --&gt; 00:00:35,090\r\nmean by that is that, with COVID we saw an acceleration\r\n\r\n11\r\n00:00:35,090 --&gt; 00:00:38,720\r\nin the digital transformation forced upon companies. They had to\r\n\r\n12\r\n00:00:38,720 --&gt; 00:00:41,810\r\ndigitally transform because they weren't ready for all of the\r\n\r\n13\r\n00:00:41,810 --&gt; 00:00:45,830\r\nimpacts that the pandemic would have on them. And so,\r\n\r\n14\r\n00:00:45,830 --&gt; 00:00:49,340\r\nthe three cracks, what we call, essentially exposing the digital\r\n\r\n15\r\n00:00:49,340 --&gt; 00:00:56,230\r\nunderbelly are contactless experiences, customer automation and self- service, and\r\n\r\n16\r\n00:00:56,230 --&gt; 00:00:58,410\r\napps become the interface. And we're going to start off\r\n\r\n17\r\n00:00:58,410 --&gt; 00:01:04,310\r\nwith the contactless experience. Basically what happened is, because of\r\n\r\n18\r\n00:01:04,650 --&gt; 00:01:07,690\r\nCOVID we went from an in- person, person- to- person\r\n\r\n19\r\n00:01:07,690 --&gt; 00:01:12,290\r\ntype of engagement and interaction to these contactless experiences. And\r\n\r\n20\r\n00:01:12,290 --&gt; 00:01:15,710\r\nit's everything from contactless product delivery, to payment, to product\r\n\r\n21\r\n00:01:15,710 --&gt; 00:01:19,090\r\npickup. All kinds of different things, and the whole reason\r\n\r\n22\r\n00:01:19,090 --&gt; 00:01:22,970\r\nbehind that was because it made consumers and customers feel\r\n\r\n23\r\n00:01:22,970 --&gt; 00:01:26,540\r\nsafer. Now, in my experience, one of the more interesting\r\n\r\n24\r\n00:01:26,540 --&gt; 00:01:29,680\r\nones to watch was Best Buy. Before, you used to\r\n\r\n25\r\n00:01:29,680 --&gt; 00:01:31,850\r\ngo into the showroom, you'd look around, there'd be stuff\r\n\r\n26\r\n00:01:31,850 --&gt; 00:01:34,220\r\nin there, lots of people in there looking at everything\r\n\r\n27\r\n00:01:34,220 --&gt; 00:01:37,970\r\nfrom refrigerators, to new iPhones, to new computers. In the\r\n\r\n28\r\n00:01:38,020 --&gt; 00:01:41,380\r\npandemic, actually Best Buy was well- positioned to deal with\r\n\r\n29\r\n00:01:41,380 --&gt; 00:01:44,820\r\nthis transformation, and just a few months in they'd already\r\n\r\n30\r\n00:01:44,820 --&gt; 00:01:47,790\r\nswitched over to the ability to do curbside pickup, order\r\n\r\n31\r\n00:01:47,790 --&gt; 00:01:51,480\r\nonline, look into their supply chain. What we found is\r\n\r\n32\r\n00:01:51,650 --&gt; 00:01:57,510\r\nthat, with customers, 38% of them said during our surveys\r\n\r\n33\r\n00:01:57,820 --&gt; 00:02:04,530\r\nthat contactless experiences make them feel a lot safer, or\r\n\r\n34\r\n00:02:04,530 --&gt; 00:02:10,340\r\nmuch safer. What kind of contactless experiences? Specifically, contactless product\r\n\r\n35\r\n00:02:10,340 --&gt; 00:02:14,560\r\ndelivery. That was the most preferred contactless approach. So everything\r\n\r\n36\r\n00:02:14,560 --&gt; 00:02:18,570\r\nfrom DoorDash to something coming from Amazon. But right up\r\n\r\n37\r\n00:02:18,570 --&gt; 00:02:22,970\r\nthere was contactless payment, product pick up, check- in, customer\r\n\r\n38\r\n00:02:22,970 --&gt; 00:02:26,610\r\nservice, and no- signature checkout. But that was just the\r\n\r\n39\r\n00:02:26,610 --&gt; 00:02:29,170\r\nstart. That was just the first crack that we saw.\r\n\r\n40\r\n00:02:30,450 --&gt; 00:02:33,680\r\nBut how does this actually manifest in the world it\r\n\r\n41\r\n00:02:33,680 --&gt; 00:02:36,490\r\nis that we're dealing with today? And probably the best\r\n\r\n42\r\n00:02:36,490 --&gt; 00:02:38,940\r\nexample we have out there is actually grocery pick up.\r\n\r\n43\r\n00:02:41,020 --&gt; 00:02:46,450\r\n30. 5, almost 31% of consumers said they would like\r\n\r\n44\r\n00:02:46,450 --&gt; 00:02:52,770\r\ncurbside pick up to continue. Not really unexpected because by\r\n\r\n45\r\n00:02:52,780 --&gt; 00:02:57,750\r\n2023, IDC expects 75% of grocery e- commerce orders will be\r\n\r\n46\r\n00:02:57,750 --&gt; 00:03:00,930\r\npicked up curbside or in- store at a special type\r\n\r\n47\r\n00:03:00,930 --&gt; 00:03:05,190\r\nof kiosk, driving a 35% increase in investment in on-\r\n\r\n48\r\n00:03:05,190 --&gt; 00:03:08,970\r\nsite or nearby micro- fulfillment centers to meet that need\r\n\r\n49\r\n00:03:09,020 --&gt; 00:03:13,760\r\nof the customer. We talked a little bit about contactless\r\n\r\n50\r\n00:03:13,760 --&gt; 00:03:18,290\r\nexperience, what's the next one? Well, that's customer automation and\r\n\r\n51\r\n00:03:18,290 --&gt; 00:03:21,250\r\nself- service. That's one of the things that grew fairly\r\n\r\n52\r\n00:03:21,250 --&gt; 00:03:25,980\r\nquickly during the whole pandemic, is customer automation and self-\r\n\r\n53\r\n00:03:25,990 --&gt; 00:03:29,090\r\nservice. How do customers take care of things themselves? How\r\n\r\n54\r\n00:03:29,090 --&gt; 00:03:31,810\r\ndo they actually, instead of going into a store or\r\n\r\n55\r\n00:03:31,810 --&gt; 00:03:34,370\r\ngoing into a location somewhere, how are they able to\r\n\r\n56\r\n00:03:34,370 --&gt; 00:03:37,630\r\ndo it digitally, online, and move that forward?<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"AppFoundry,Improve customer experience,Improve employee experience,Genesys Cloud,genesys cloud cx,Financial,Healthcare,Retail\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/cost-effective-contact-center-modernization-with-ai-driven-knowledge?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">AppFoundry Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Cost-effective contact center modernization with AI-driven knowledge<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nAppFoundry On-demand Webinar\r\n\r\nCost-effective contact center modernization with AI-driven knowledge\r\n[cutoff co_thick=\"2px\"]Accessing knowledge has been a source of inefficiency for support teams for decades.\r\nWhen customers want answers, there\u2019s no time to waste. But it can be even more difficult for distributed teams to find key information and act quickly.\r\n\r\nIn this webinar, Jeff Stroum, Contact Center Solutions Expert, uncovers how modern customer experience organizations can use artificial intelligence (AI) technology to better manage knowledge, automate answers, and effectively facilitate on-premises and distributed support teams.[mktoform form_type=\"hot\" cta_header=\"REGISTER NOW\" cta_button=\"Register Now!\" form_reach=\"noreach\" cms_hold=\"RG\" cid_id=\"7011T000001YYBuQAO\"]\r\nMeet the Speakers\r\n\r\nJeff Stroum\r\nDirector of Strategic Consulting\r\nand Knowledge Expert\r\nShelf\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"AppFoundry,Improve customer experience,Genesys Cloud,genesys cloud cx,Financial,Healthcare,Industrial,Public,Retail,Technology\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/your-analytics-expressway?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">AppFoundry Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Your analytics expressway<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nAppFoundry On-demand Webinar\r\n\r\nYour analytics expressway\r\n[cutoff co_thick=\"2px\"]The migration of cloud contact centers has nearly doubled in the past 18 months. As enterprises of all sizes move to the cloud to capture the speed, flexibility and resilience of SaaS architectures, new operational challenges around analytics, data and security have emerged.\r\n\r\nWatch this on-demand webinar to learn how SuccessKPI, a premium AppFoundry partner, has helped businesses tackle the toughest analytics challenges \u2014 and drive breakthrough operational performance in the contact center.\r\n\r\nNo matter where you are in your cloud migration planning, you\u2019ll get the guidance you need to move in the right direction.[mktoform form_type=\"hot\" cta_header=\"REGISTER NOW\" cta_button=\"Register Now!\" form_reach=\"noreach\" cms_hold=\"RG\" cid_id=\"7011T000001YYBpQAO\"]\r\nMeet the Speaker\r\n\r\nDave Rennyson\r\nCEO\r\nSuccessKPI\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Partner\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/genesys-engage-on-microsoft-azure-built-for-enterprise?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Partner Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Genesys Multicloud CX on Microsoft Azure: Built for enterprise<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-Demand Webinar\r\n\r\nGenesys Multicloud CX on Microsoft Azure: Built for enterprise\r\n[cutoff co_thick=\"2px\"][webinarschedule]Customer experience is a powerful differentiator. When the world knows your brand, the stakes are high. If you can't deliver the experience your customers expect, they'll find someone who can.\r\n\r\nTo create a cloud ecosystem that delivers the level of experience your customers expect, you need global partners that provide personalization, scalability and security.\r\n\r\nJoin our panelists as they discuss how to:\r\n\r\n \tCreate enterprise-grade cloud ecosystems\r\n \tPower digital transformation across your entire organization\r\n \tExtend your Microsoft technology investment\r\n\r\n[cutoff co_thick=\"2px\"]1\r\n00:00:07,000 --&gt; 00:00:10,240\r\nGood morning, evening, and afternoon everyone. This is Josh Reed from\r\n\r\n2\r\n00:00:10,240 --&gt; 00:00:12,190\r\nthe digital events team here at Genesys. And let me\r\n\r\n3\r\n00:00:12,190 --&gt; 00:00:14,320\r\nstart by saying welcome, and thank you all for joining\r\n\r\n4\r\n00:00:14,320 --&gt; 00:00:18,830\r\ntoday's webcast Genesys Multicloud CX on Microsoft Azure: Built for Enterprise.\r\n\r\n5\r\n00:00:19,870 --&gt; 00:00:21,930\r\nAs I usually do, I'm going to keep this short\r\n\r\n6\r\n00:00:21,930 --&gt; 00:00:23,840\r\nand sweet, but I do a couple of housekeeping items\r\n\r\n7\r\n00:00:23,840 --&gt; 00:00:26,520\r\nto cover before we get started. First off, if you\r\n\r\n8\r\n00:00:26,520 --&gt; 00:00:29,680\r\nexperience any problems viewing or listening to today's presentation, do\r\n\r\n9\r\n00:00:29,680 --&gt; 00:00:32,120\r\nme a favor and quickly refresh your browser. This usually\r\n\r\n10\r\n00:00:32,120 --&gt; 00:00:35,470\r\nfixes any console issues that you might experience. Also, if\r\n\r\n11\r\n00:00:35,470 --&gt; 00:00:37,680\r\nyou're having trouble seeing the content on the slides, or\r\n\r\n12\r\n00:00:37,680 --&gt; 00:00:40,200\r\nour presenters today on camera, you do have the ability\r\n\r\n13\r\n00:00:40,200 --&gt; 00:00:42,710\r\nto enlarge those slides by dragging any of the corners\r\n\r\n14\r\n00:00:42,710 --&gt; 00:00:47,070\r\nof the windows within the console. Also know that this\r\n\r\n15\r\n00:00:47,070 --&gt; 00:00:49,300\r\nis designed to be an interactive experience between you and\r\n\r\n16\r\n00:00:49,300 --&gt; 00:00:52,300\r\nour presenters today. First off, at any time throughout the\r\n\r\n17\r\n00:00:52,300 --&gt; 00:00:55,270\r\nwebcast, you can submit questions into the Q&amp; A window below\r\n\r\n18\r\n00:00:55,270 --&gt; 00:00:57,170\r\nthe slides, and we'll answer as many as we can\r\n\r\n19\r\n00:00:57,170 --&gt; 00:01:00,680\r\nthroughout today's presentation. However, and sometimes it happens, if time\r\n\r\n20\r\n00:01:00,680 --&gt; 00:01:02,780\r\ngets away from us and we aren't able to answer\r\n\r\n21\r\n00:01:02,780 --&gt; 00:01:05,220\r\nall of your questions via the chat. What we'll do\r\n\r\n22\r\n00:01:05,220 --&gt; 00:01:07,220\r\nis we'll follow up with you via email within the\r\n\r\n23\r\n00:01:07,220 --&gt; 00:01:10,760\r\nnext few business days. And also know that this is\r\n\r\n24\r\n00:01:10,760 --&gt; 00:01:12,920\r\nindeed being recorded, so for any reason you have to\r\n\r\n25\r\n00:01:12,920 --&gt; 00:01:15,160\r\nget up during the presentation, and you miss any part\r\n\r\n26\r\n00:01:15,160 --&gt; 00:01:17,400\r\nof it, don't fret, you will receive a link to\r\n\r\n27\r\n00:01:17,400 --&gt; 00:01:20,440\r\nthe on- demand recording via email from ON24 within the\r\n\r\n28\r\n00:01:20,440 --&gt; 00:01:24,730\r\nnext few business days. And also I do encourage you\r\n\r\n29\r\n00:01:24,730 --&gt; 00:01:27,480\r\nto check out the resources and the resource box below\r\n\r\n30\r\n00:01:27,480 --&gt; 00:01:30,430\r\nthe slides. These are going to expand on today's topics.\r\n\r\n31\r\n00:01:30,430 --&gt; 00:01:31,468\r\nSo go ahead. And if you would\r\n\r\n32\r\n00:01:31,468 --&gt; 00:01:32,650\r\nlike, go ahead and click on those\r\n\r\n33\r\n00:01:32,650 --&gt; 00:01:34,240\r\nnow, they're going to open up in a new tab\r\n\r\n34\r\n00:01:34,240 --&gt; 00:01:36,750\r\nin your browser, and you'll be able to examine those\r\n\r\n35\r\n00:01:36,750 --&gt; 00:01:41,320\r\nthroughout today's conversation. And lastly, we welcome and appreciate your\r\n\r\n36\r\n00:01:41,320 --&gt; 00:01:45,410\r\nfeedback. We tailor these conversations to exactly what you the\r\n\r\n37\r\n00:01:45,410 --&gt; 00:01:48,440\r\nattendees want to learn more about and hear from Genesys.\r\n\r\n38\r\n00:01:49,180 --&gt; 00:01:51,260\r\nBy filling out that survey it'll provide us feedback and\r\n\r\n39\r\n00:01:51,260 --&gt; 00:01:54,410\r\nhow we can customize our presentations for future webinars from\r\n\r\n40\r\n00:01:54,410 --&gt; 00:01:58,980\r\nGenesys. And like I said, short and sweet, so it's\r\n\r\n41\r\n00:01:58,980 --&gt; 00:02:01,170\r\nactually my pleasure now to go ahead and hand things\r\n\r\n42\r\n00:02:01,170 --&gt; 00:02:04,020\r\noff to our moderator today. Abi Chandra, Abi. The floor\r\n\r\n43\r\n00:02:04,020 --&gt; 00:02:10,570\r\nis yours. Thank you, Josh. I am sure all of\r\n\r\n44\r\n00:02:10,570 --&gt; 00:02:14,490\r\nyou are familiar with this character who is staring at\r\n\r\n45\r\n00:02:14,870 --&gt; 00:02:19,630\r\nus from the slide hanging upside down. Yes folks, that\r\n\r\n46\r\n00:02:19,630 --&gt; 00:02:24,580\r\nis Spider- Man. The utter ego of Peter Parker, an\r\n\r\n47\r\n00:02:24,590 --&gt; 00:02:29,910\r\nAmerican teenager who was bit by a radioactive spider, as\r\n\r\n48\r\n00:02:29,910 --&gt; 00:02:35,700\r\na result of that bite, Peter developed amazing superhuman speed,\r\n\r\n49\r\n00:02:36,220 --&gt; 00:02:42,050\r\nagility, and some spider like capabilities. I was introduced to\r\n\r\n50\r\n00:02:42,050 --&gt; 00:02:47,930\r\nthis characters adventures at 10: 30 AM on Sunday mornings,\r\n\r\n51\r\n00:02:48,200 --&gt; 00:02:53,620\r\nwhen the Mumbai Television Center in India would broadcast its\r\n\r\n52\r\n00:02:53,620 --&gt; 00:02:59,210\r\none and only American cartoon series. It was also the\r\n\r\n53\r\n00:02:59,210 --&gt; 00:03:02,800\r\nonly time that this 10 year old boy had permission\r\n\r\n54\r\n00:03:02,800 --&gt; 00:03:06,750\r\nfrom his parents to crank up the volume on that television\r\n\r\n55\r\n00:03:06,750 --&gt; 00:03:11,730\r\nset for his favorite title song. Spider- Man, Spider- Man,\r\n\r\n56\r\n00:03:11,940 --&gt; 00:03:16,800\r\ndoes whatever that spider can, spins over any time, take\r\n\r\n57\r\n00:03:16,800 --&gt; 00:03:21,340\r\na look over head, hey man. I think you guys\r\n\r\n58\r\n00:03:21,340 --&gt; 00:03:24,560\r\nare all familiar with that tune, so I'm going to\r\n\r\n59\r\n00:03:24,560 --&gt; 00:03:29,610\r\nstop embarrassing myself. For a long time, I was under\r\n\r\n60\r\n00:03:29,610 --&gt; 00:03:35,120\r\nthe impression that Spider- Man was the only superhuman superhero\r\n\r\n61\r\n00:03:35,620 --&gt; 00:03:39,850\r\ncharacter in the world. However, it was much later in\r\n\r\n62\r\n00:03:39,850 --&gt; 00:03:44,910\r\nlife that I realized that a company called Marvel has\r\n\r\n63\r\n00:03:44,910 --&gt; 00:03:50,660\r\nan entire universe full of these superhero characters who have\r\n\r\n64\r\n00:03:50,710 --&gt; 00:03:54,480\r\namazing abilities that they utilize to save the world. I'm\r\n\r\n65\r\n00:03:55,460 --&gt; 00:03:59,130\r\nsure many of you have your favorites for your own\r\n\r\n66\r\n00:03:59,130 --&gt; 00:04:03,520\r\nreason. Some of you like Iron Man, because he's so\r\n\r\n67\r\n00:04:03,520 --&gt; 00:04:09,090\r\nbrilliant and irreverent. Others may like the Incredible Hulk, because\r\n\r\n68\r\n00:04:09,090 --&gt; 00:04:13,600\r\nhe has all the muscle power. Many people enjoy the\r\n\r\n69\r\n00:04:13,600 --&gt; 00:04:18,880\r\nBlack Widow because she is the master of espionage tactics.\r\n\r\n70\r\n00:04:19,070 --&gt; 00:04:23,120\r\nAnd then there are those who like Captain America for\r\n\r\n71\r\n00:04:23,490 --&gt; 00:04:29,090\r\nhis moral decency and compass. And of course there are\r\n\r\n72\r\n00:04:29,090 --&gt; 00:04:33,610\r\nothers who love Todd, because he has the best head,\r\n\r\n73\r\n00:04:33,730 --&gt; 00:04:39,130\r\nI can hammer out any obstacles. Individually all of these\r\n\r\n74\r\n00:04:39,130 --&gt; 00:04:44,110\r\nsuperheroes are great, but when they come together as the\r\n\r\n75\r\n00:04:44,110 --&gt; 00:04:50,190\r\nAvengers, that's when the magic happens, you see each of\r\n\r\n76\r\n00:04:50,190 --&gt; 00:04:55,980\r\nthese Team Avengers values the other, and knows that they\r\n\r\n77\r\n00:04:56,060 --&gt; 00:05:00,530\r\nactually have things to offer each other that makes them\r\n\r\n78\r\n00:05:00,650 --&gt; 00:05:07,390\r\nall better at saving the world in beautiful poetic synchronicity.\r\n\r\n79\r\n00:05:08,500 --&gt; 00:05:12,960\r\nLike everything else, sometimes there are great business lessons to\r\n\r\n80\r\n00:05:12,960 --&gt; 00:05:17,930\r\nbe drawn from great superhero adventure stories. And in this\r\n\r\n81\r\n00:05:17,930 --&gt; 00:05:24,500\r\ncase, it is this, in value chain partnerships companies, companies\r\n\r\n82\r\n00:05:24,500 --&gt; 00:05:32,670\r\nwith complimentary skills link their capabilities to leverage collaborative advantage\r\n\r\n83\r\n00:05:32,840 --&gt; 00:05:39,270\r\nand create ultimate value for their end customers. Welcome to\r\n\r\n84\r\n00:05:39,270 --&gt; 00:05:42,850\r\nall of you from around the world to this Global\r\n\r\n85\r\n00:05:43,160 --&gt; 00:05:48,440\r\nGenesys Webcast for Engage Cloud on Azure. My name is\r\n\r\n86\r\n00:05:48,440 --&gt; 00:05:53,410\r\nAbi Chandra, and I am your friendly neighborhood cloud evangelist.\r\n\r\n87\r\n00:05:54,230 --&gt; 00:06:00,820\r\nToday, we are joined by three cloud superheroes, representing three\r\n\r\n88\r\n00:06:00,820 --&gt; 00:06:05,940\r\niconic companies. So let's meet them. Welcome Merrie Williamson from\r\n\r\n89\r\n00:06:05,940 --&gt; 00:06:11,560\r\nMicrosoft, Ranga Thittai from Tech Mahindra, and Todd Hollenberg of\r\n\r\n90\r\n00:06:11,730 --&gt; 00:06:16,080\r\nGenesys. Now folks, you can see the titles on the\r\n\r\n91\r\n00:06:16,080 --&gt; 00:06:20,730\r\nslide. If you go to their LinkedIn profiles, you will\r\n\r\n92\r\n00:06:20,730 --&gt; 00:06:26,050\r\nunderstand why I call them cloud superheroes, but I would\r\n\r\n93\r\n00:06:26,050 --&gt; 00:06:29,230\r\nlike us to get to them, and know them a\r\n\r\n94\r\n00:06:29,230 --&gt; 00:06:33,030\r\nlittle personally. So let me start by asking them a\r\n\r\n95\r\n00:06:33,030 --&gt; 00:06:37,270\r\nquestion that you will not find on their LinkedIn profiles.\r\n\r\n96\r\n00:06:38,290 --&gt; 00:06:42,020\r\nMerrie, let's start with you. I know you're hail originally\r\n\r\n97\r\n00:06:42,020 --&gt; 00:06:46,390\r\nfrom Bogota, Colombia, and are coming to us from Seattle,\r\n\r\n98\r\n00:06:47,380 --&gt; 00:06:51,160\r\nbut I read somewhere that whether it is rain or\r\n\r\n99\r\n00:06:51,160 --&gt; 00:06:55,870\r\nshine, every Sunday, you will find Merrie on the soccer\r\n\r\n100\r\n00:06:55,870 --&gt; 00:06:58,980\r\nfield. What is it that you are doing over there? Are you\r\n\r\n101\r\n00:06:59,760 --&gt; 00:07:02,110\r\nplaying in the team or are you coaching a team?\r\n\r\n102\r\n00:07:03,890 --&gt; 00:07:10,810\r\nI still play soccer. I play on adult co- ed\r\n\r\n103\r\n00:07:10,810 --&gt; 00:07:13,210\r\nteam. I've been doing this since I was in my\r\n\r\n104\r\n00:07:13,210 --&gt; 00:07:18,210\r\nearly '20s. And my goal is to stay healthy, keep\r\n\r\n105\r\n00:07:18,210 --&gt; 00:07:21,730\r\nplaying midfield as long as possible. It's becoming harder every\r\n\r\n106\r\n00:07:21,730 --&gt; 00:07:24,460\r\nyear, and then play long enough that when my kids\r\n\r\n107\r\n00:07:24,460 --&gt; 00:07:26,050\r\nget older, we can at least get a couple of\r\n\r\n108\r\n00:07:26,050 --&gt; 00:07:30,570\r\nyears playing time together. It's definitely a great way to\r\n\r\n109\r\n00:07:30,640 --&gt; 00:07:34,500\r\nspend my weekends away from work and family and chores.\r\n\r\n110\r\n00:07:35,500 --&gt; 00:07:37,017\r\nI love that. I thought you were\r\n\r\n111\r\n00:07:37,017 --&gt; 00:07:38,290\r\ngoing to say that you were\r\n\r\n112\r\n00:07:38,290 --&gt; 00:07:41,790\r\ncoaching a soccer team, but that is amazing. Let me\r\n\r\n113\r\n00:07:41,790 --&gt; 00:07:47,990\r\nturn my attention to Ranga Thittai. Ranga is graduate of\r\n\r\n114\r\n00:07:47,990 --&gt; 00:07:53,620\r\nthe prestigious Indian Institute of Technology, also known as IIT,\r\n\r\n115\r\n00:07:53,830 --&gt; 00:08:00,360\r\nlocated in my hometown of Mumbai, India. The IIT has\r\n\r\n116\r\n00:08:00,360 --&gt; 00:08:05,270\r\na 3% acceptance rate, which means Ranga is not only\r\n\r\n117\r\n00:08:05,270 --&gt; 00:08:10,530\r\nbrilliant, but also hardworking. What you don't know about Ranga,\r\n\r\n118\r\n00:08:10,530 --&gt; 00:08:14,490\r\nis that he equally works hard at gardening. Ranga, tell\r\n\r\n119\r\n00:08:15,510 --&gt; 00:08:18,510\r\nme how did you get involved with gardening and why?\r\n\r\n120\r\n00:08:19,580 --&gt; 00:08:23,480\r\nOh, wow, that's a fantastic question. Believe it or not,\r\n\r\n121\r\n00:08:25,500 --&gt; 00:08:27,770\r\nit's my grand mom that got me into gardening. I\r\n\r\n122\r\n00:08:27,770 --&gt; 00:08:30,780\r\nmean, I grew up in Chennai, which is a very\r\n\r\n123\r\n00:08:30,780 --&gt; 00:08:34,920\r\ntropical place, lot of tropical rains and tropical climate that's\r\n\r\n124\r\n00:08:34,920 --&gt; 00:08:38,780\r\nvery conducive to gardening. Very lush green, it's eat a\r\n\r\n125\r\n00:08:38,780 --&gt; 00:08:40,840\r\nmango throw the mango seed on the ground. Next day,\r\n\r\n126\r\n00:08:40,840 --&gt; 00:08:47,450\r\nyou're going to find a mango tree. It's just started\r\n\r\n127\r\n00:08:47,450 --&gt; 00:08:51,370\r\nalong the way, working with my grandma on her gardens.\r\n\r\n128\r\n00:08:51,370 --&gt; 00:08:54,470\r\nWe had a big garden at home, and just developed\r\n\r\n129\r\n00:08:54,470 --&gt; 00:08:57,910\r\nas a habit as I got along. That is awesome.\r\n\r\n130\r\n00:08:58,090 --&gt; 00:09:02,440\r\nGreat to hear. Now, if you look at our panel,\r\n\r\n131\r\n00:09:02,660 --&gt; 00:09:06,220\r\nno one is more red, white, and blue than our\r\n\r\n132\r\n00:09:06,220 --&gt; 00:09:11,120\r\nvery own Todd Hollenberg, from Genesys, who is born in\r\n\r\n133\r\n00:09:11,440 --&gt; 00:09:15,530\r\nCalifornia, and also is a native of California who lives\r\n\r\n134\r\n00:09:15,530 --&gt; 00:09:19,480\r\nthere. Having worked with Todd, for the past couple of\r\n\r\n135\r\n00:09:19,480 --&gt; 00:09:24,780\r\nyears, I can tell you, Todd is the sweetest, polite,\r\n\r\n136\r\n00:09:25,170 --&gt; 00:09:29,820\r\nand patient person I have ever encountered. He is also\r\n\r\n137\r\n00:09:29,820 --&gt; 00:09:36,080\r\nvery passionate about customer experience technology, and is constantly requested\r\n\r\n138\r\n00:09:36,080 --&gt; 00:09:41,160\r\nfor customer presentations. Of the thousands of Genesys customers, there\r\n\r\n139\r\n00:09:41,160 --&gt; 00:09:44,500\r\nmay be a handful who do not know Todd, but\r\n\r\n140\r\n00:09:44,500 --&gt; 00:09:47,670\r\nwhat they don't know about Todd is that he is\r\n\r\n141\r\n00:09:47,730 --&gt; 00:09:52,280\r\nalso a gardener. Todd, tell me, what are you so\r\n\r\n142\r\n00:09:53,340 --&gt; 00:09:59,200\r\npatiently growing up in your garden nowadays? Ah, well, right\r\n\r\n143\r\n00:09:59,200 --&gt; 00:10:01,420\r\nnow spring is coming, which is my favorite time of\r\n\r\n144\r\n00:10:01,420 --&gt; 00:10:04,940\r\nyear. I guess, we're officially in spring, aren't we? Yes.\r\n\r\n145\r\n00:10:05,390 --&gt; 00:10:08,330\r\nAnd it call to put the summer vegetables in the\r\n\r\n146\r\n00:10:08,330 --&gt; 00:10:12,240\r\nground yet. The winter vegetables are doing their last thing,\r\n\r\n147\r\n00:10:12,240 --&gt; 00:10:16,990\r\nthe kale, the peas, and broccoli, but what's starting now\r\n\r\n148\r\n00:10:16,990 --&gt; 00:10:21,540\r\nare the tomatoes and the flowers that are going to\r\n\r\n149\r\n00:10:21,540 --&gt; 00:10:26,450\r\nattract the pollinators. And so Abi, for me, I don't\r\n\r\n150\r\n00:10:27,450 --&gt; 00:10:29,810\r\nknow, there's something magical about putting some seeds in a\r\n\r\n151\r\n00:10:29,810 --&gt; 00:10:33,400\r\ncontainer, and putting water on them, and putting them in\r\n\r\n152\r\n00:10:33,400 --&gt; 00:10:36,270\r\na little tiny of this little crazy greenhouse I built\r\n\r\n153\r\n00:10:36,270 --&gt; 00:10:39,100\r\nin the backyard. And just checking on them every day,\r\n\r\n154\r\n00:10:39,100 --&gt; 00:10:41,410\r\nand see them emerging, and coming to this soil, and\r\n\r\n155\r\n00:10:41,410 --&gt; 00:10:44,420\r\ngrowing and getting stronger and bigger. And I know by\r\n\r\n156\r\n00:10:44,420 --&gt; 00:10:46,910\r\nmid summer, I'm going to have these big lushest hefty\r\n\r\n157\r\n00:10:46,910 --&gt; 00:10:49,900\r\ntomatoes hanging off the vines, and make everybody happy, slicing\r\n\r\n158\r\n00:10:49,900 --&gt; 00:10:53,690\r\nthose up and eating them. So I started with my\r\n\r\n159\r\n00:10:53,690 --&gt; 00:10:56,210\r\ndad, he was the original organic gardener, and it's just\r\n\r\n160\r\n00:10:56,980 --&gt; 00:11:00,590\r\nsomething I've always loved to do. That is awesome to\r\n\r\n161\r\n00:11:00,590 --&gt; 00:11:04,820\r\nhear. I hope you have a wonderful harvest this season.\r\n\r\n162\r\n00:11:06,150 --&gt; 00:11:08,200\r\nThank you. Folks, let's get down to it, and I'm\r\n\r\n163\r\n00:11:08,200 --&gt; 00:11:10,700\r\ngoing to get to it by asking my first question\r\n\r\n164\r\n00:11:10,700 --&gt; 00:11:15,310\r\nto all of you. This one is talking about the\r\n\r\n165\r\n00:11:15,580 --&gt; 00:11:20,820\r\nGartner 2021 CIO survey, which was published in the information\r\n\r\n166\r\n00:11:20,890 --&gt; 00:11:27,030\r\nweek. And I'll paraphrase over here. Most organizations and businesses\r\n\r\n167\r\n00:11:27,030 --&gt; 00:11:30,840\r\nwere caught off guard last year because of the pandemic,\r\n\r\n168\r\n00:11:31,100 --&gt; 00:11:36,770\r\nand so many IT projects, and in customer experience centers,\r\n\r\n169\r\n00:11:37,520 --&gt; 00:11:42,790\r\nimmediate projects were initiated to digitize the entire contact center\r\n\r\n170\r\n00:11:43,040 --&gt; 00:11:49,870\r\nand communication strategy. In this latest CIO survey, Gartner is\r\n\r\n171\r\n00:11:50,210 --&gt; 00:11:54,200\r\nwarning now is not the time slow down on the\r\n\r\n172\r\n00:11:54,450 --&gt; 00:11:59,200\r\nspan. Merrie, let me start with you. Is this reflective of what\r\n\r\n173\r\n00:11:59,200 --&gt; 00:12:03,440\r\nyou have been observing over the past 12 months with your\r\n\r\n174\r\n00:12:03,440 --&gt; 00:12:11,820\r\nMicrosoft Azure customers and prospects? Absolutely. I think put it\r\n\r\n175\r\n00:12:11,820 --&gt; 00:12:16,950\r\nbest early on in the kind of COVID response globally,\r\n\r\n176\r\n00:12:17,200 --&gt; 00:12:21,300\r\nthat we started seeing two years worth of digital transformation\r\n\r\n177\r\n00:12:21,500 --&gt; 00:12:26,280\r\nin two months in the market. As a leadership team,\r\n\r\n178\r\n00:12:26,530 --&gt; 00:12:29,900\r\nwe believe we're witnessing the dawn of a second wave\r\n\r\n179\r\n00:12:29,950 --&gt; 00:12:34,530\r\nof digital transformation, and COVID- 19 has only accelerated this\r\n\r\n180\r\n00:12:34,530 --&gt; 00:12:38,090\r\ntrend. In fact, we've seen customers who were further along\r\n\r\n181\r\n00:12:38,090 --&gt; 00:12:41,760\r\ngoing into COVID, and in their journey of digital transformation\r\n\r\n182\r\n00:12:41,760 --&gt; 00:12:45,010\r\nhave fared much better during the pandemic, and were more\r\n\r\n183\r\n00:12:45,010 --&gt; 00:12:48,650\r\nprepared to adopt for things like e- commerce, and remote\r\n\r\n184\r\n00:12:48,650 --&gt; 00:12:52,470\r\nwork. In my experiences, as I've been talking to customers,\r\n\r\n185\r\n00:12:52,820 --&gt; 00:12:55,770\r\nthe themes that I wanted to share today were, those\r\n\r\n186\r\n00:12:55,770 --&gt; 00:12:58,330\r\ncustomers are looking differently as they plan ahead in their\r\n\r\n187\r\n00:12:58,330 --&gt; 00:13:02,390\r\nfuture of doing their business on cloud. They're adopting remote\r\n\r\n188\r\n00:13:02,390 --&gt; 00:13:06,300\r\nwork as a normal operating model, they're leveraging global talent\r\n\r\n189\r\n00:13:06,300 --&gt; 00:13:09,660\r\nin that new kind of philosophy, they're accelerating their move\r\n\r\n190\r\n00:13:09,660 --&gt; 00:13:12,420\r\nto cloud and away from environments that would have been\r\n\r\n191\r\n00:13:12,670 --&gt; 00:13:16,480\r\nmuch further out, five year plans to go to cloud\r\n\r\n192\r\n00:13:16,480 --&gt; 00:13:20,710\r\nare now 18 months. For Microsoft to serve our customers,\r\n\r\n193\r\n00:13:20,710 --&gt; 00:13:23,730\r\nwe need partnerships, and we need an ecosystem to meet\r\n\r\n194\r\n00:13:23,730 --&gt; 00:13:27,220\r\nthe customer's diverse needs, all of these enterprise customers who\r\n\r\n195\r\n00:13:27,220 --&gt; 00:13:30,240\r\ntrust Microsoft. I'm really excited to be here to talk\r\n\r\n196\r\n00:13:30,240 --&gt; 00:13:33,330\r\ntoday about our partnership with Genesys. Who's already a trusted\r\n\r\n197\r\n00:13:33,330 --&gt; 00:13:37,060\r\npartner for many, many of our common enterprise customers. Together,\r\n\r\n198\r\n00:13:37,060 --&gt; 00:13:41,180\r\nMicrosoft and Genesys are able to take these enterprises and\r\n\r\n199\r\n00:13:41,180 --&gt; 00:13:47,080\r\nbring them deliver superior interactions for their own customers, while\r\n\r\n200\r\n00:13:47,080 --&gt; 00:13:51,440\r\nalso providing security, and scalability to manage all these complexities\r\n\r\n201\r\n00:13:51,440 --&gt; 00:13:55,660\r\ninvolved with connecting ever growing number of touch points through\r\n\r\n202\r\n00:13:55,660 --&gt; 00:13:58,968\r\nthe customer journey. Very well put, thank you\r\n\r\n203\r\n00:13:58,968 --&gt; 00:14:01,701\r\nfor that. Let me ask the same question\r\n\r\n204\r\n00:14:01,701 --&gt; 00:14:03,500\r\nto Ranga. What is it that\r\n\r\n205\r\n00:14:03,500 --&gt; 00:14:07,190\r\nyou have observed over the past 12 months, and how does\r\n\r\n206\r\n00:14:07,190 --&gt; 00:14:12,160\r\nit stand today with respect to technology, investments, and projects?\r\n\r\n207\r\n00:14:13,780 --&gt; 00:14:16,180\r\nAbi, I'm going to double click a little bit on\r\n\r\n208\r\n00:14:16,410 --&gt; 00:14:20,320\r\nwhat Merrie said. The whole post COVID or the new norm,\r\n\r\n209\r\n00:14:20,670 --&gt; 00:14:22,920\r\nthe reason a lot of these things are happening, the\r\n\r\n210\r\n00:14:23,060 --&gt; 00:14:26,660\r\nwhole digitization of cloud race been kicked off. And the\r\n\r\n211\r\n00:14:26,660 --&gt; 00:14:30,910\r\ndrivers behind those are a few, right? One, CIOs want\r\n\r\n212\r\n00:14:30,910 --&gt; 00:14:33,610\r\nto become more and more asset- light in the way\r\n\r\n213\r\n00:14:33,610 --&gt; 00:14:38,990\r\nthey manage their assets infrastructure. That's accelerated multi- fold in\r\n\r\n214\r\n00:14:38,990 --&gt; 00:14:43,560\r\nthe COVID new norm phase, where having physical assets in\r\n\r\n215\r\n00:14:43,560 --&gt; 00:14:48,430\r\nyour data center is not only cumbersome, but it's also\r\n\r\n216\r\n00:14:48,430 --&gt; 00:14:52,820\r\ndifficult to expect to... Especially with employees and most of\r\n\r\n217\r\n00:14:52,820 --&gt; 00:14:56,130\r\nyour IT staff being remote, it's difficult to manage, that's\r\n\r\n218\r\n00:14:56,130 --&gt; 00:14:59,630\r\nnumber one. Number two, we've seen the market demand a\r\n\r\n219\r\n00:14:59,630 --&gt; 00:15:05,760\r\nlot more agility in terms of starting initiatives, or sunsetting\r\n\r\n220\r\n00:15:05,760 --&gt; 00:15:11,150\r\ninitiatives. Let's accept the whole COVID new norm has kicked\r\n\r\n221\r\n00:15:11,150 --&gt; 00:15:15,590\r\noff a lot of tremendous opportunities for businesses, at the\r\n\r\n222\r\n00:15:15,590 --&gt; 00:15:22,160\r\nsame time it has somewhat dampened some of the act\r\n\r\n223\r\n00:15:22,160 --&gt; 00:15:26,250\r\nactivities and opportunities that existed before COVID, right? There's been\r\n\r\n224\r\n00:15:26,250 --&gt; 00:15:32,090\r\na renewed necessity to have a much faster time to\r\n\r\n225\r\n00:15:32,090 --&gt; 00:15:38,060\r\nmarket when it relates to starting new initiatives, or when\r\n\r\n226\r\n00:15:38,060 --&gt; 00:15:41,310\r\nit relates to sunsetting old initiatives. You need to do\r\n\r\n227\r\n00:15:41,310 --&gt; 00:15:45,160\r\nthat in a much more agile way, and that is\r\n\r\n228\r\n00:15:45,160 --&gt; 00:15:51,140\r\nachievable in a cloud centric architecture. Lastly, being able to\r\n\r\n229\r\n00:15:51,240 --&gt; 00:15:57,270\r\nhave your employees or your contact center agents completely remote,\r\n\r\n230\r\n00:15:58,130 --&gt; 00:16:03,110\r\nthat by itself is aided, or facilitated by a cloud\r\n\r\n231\r\n00:16:03,110 --&gt; 00:16:08,070\r\noriented approach. These are some of the drivers we've seen\r\n\r\n232\r\n00:16:08,330 --&gt; 00:16:11,510\r\nfrom a technology perspective that has led to this very\r\n\r\n233\r\n00:16:11,510 --&gt; 00:16:16,560\r\nfast shift to cloud, and cloud- based delivery of critical\r\n\r\n234\r\n00:16:17,100 --&gt; 00:16:21,400\r\nbusiness enablers, like IPC solutions. I'm sure that puts a\r\n\r\n235\r\n00:16:21,400 --&gt; 00:16:25,190\r\nlot of pressure on your teams. Todd, let me ask\r\n\r\n236\r\n00:16:25,190 --&gt; 00:16:28,480\r\nyou the same question briefly. What are you seeing with\r\n\r\n237\r\n00:16:28,480 --&gt; 00:16:31,760\r\nrespect to customer experience industries? I know you are meeting\r\n\r\n238\r\n00:16:31,760 --&gt; 00:16:35,480\r\nat least five to 10 customers almost daily. It's difficult to\r\n\r\n239\r\n00:16:35,480 --&gt; 00:16:38,604\r\nget on your calendar. So what is\r\n\r\n240\r\n00:16:38,604 --&gt; 00:16:41,240\r\nit that you are? Well, just\r\n\r\n241\r\n00:16:41,240 --&gt; 00:16:44,280\r\nto echo some of the comments from Merrie and Ranga.\r\n\r\n242\r\n00:16:44,280 --&gt; 00:16:47,540\r\nYes, we are seeing that's a great way to put\r\n\r\n243\r\n00:16:47,650 --&gt; 00:16:52,290\r\nit a second wave of digital transformation. The question in\r\n\r\n244\r\n00:16:52,290 --&gt; 00:16:56,840\r\nthe slide reminded me of a survey I saw from\r\n\r\n245\r\n00:16:56,840 --&gt; 00:17:00,290\r\nForrester, and they were talking about 300% of our more\r\n\r\n246\r\n00:17:00,940 --&gt; 00:17:06,790\r\nremote workers in 2021, and much higher digital service interactions\r\n\r\n247\r\n00:17:06,800 --&gt; 00:17:11,760\r\nin 2021. And looking into 2022, anticipating that 50% of\r\n\r\n248\r\n00:17:11,760 --&gt; 00:17:14,210\r\ncontact centers are going to be running in the cloud.\r\n\r\n249\r\n00:17:15,040 --&gt; 00:17:17,470\r\nThat's a huge market shift from where we were two,\r\n\r\n250\r\n00:17:17,470 --&gt; 00:17:23,380\r\nthree years ago. Forrester's predicting that 70% of contact centers\r\n\r\n251\r\n00:17:23,380 --&gt; 00:17:27,380\r\nare going to be using some AI. And that 85%\r\n\r\n252\r\n00:17:27,380 --&gt; 00:17:30,200\r\nof service interactions are going to be virtual. There's a\r\n\r\n253\r\n00:17:30,200 --&gt; 00:17:32,280\r\nbig move to the cloud, there's a big move to\r\n\r\n254\r\n00:17:32,280 --&gt; 00:17:37,130\r\nvirtual interactions. We've even seen some of our large enterprise\r\n\r\n255\r\n00:17:37,130 --&gt; 00:17:39,910\r\ncustomers have been hit very hard by the COVID pandemic.\r\n\r\n256\r\n00:17:41,210 --&gt; 00:17:46,060\r\nFolks in the entertainment, travel, retail have really had to\r\n\r\n257\r\n00:17:46,060 --&gt; 00:17:50,920\r\nwithstand some very difficult economic conditions. But even these customers\r\n\r\n258\r\n00:17:50,920 --&gt; 00:17:54,020\r\nhave decided to make major investments in their cloud contact\r\n\r\n259\r\n00:17:54,020 --&gt; 00:17:58,160\r\ncenter, and move forward with those plans, because it's going\r\n\r\n260\r\n00:17:58,160 --&gt; 00:17:59,930\r\nto offer them what they're going to have to have\r\n\r\n261\r\n00:17:59,930 --&gt; 00:18:02,170\r\nas we come out of the other side of this\r\n\r\n262\r\n00:18:02,810 --&gt; 00:18:06,700\r\npandemic. And I think there's another really important thing that\r\n\r\n263\r\n00:18:07,440 --&gt; 00:18:10,930\r\nmaybe has happened because of COVID, or maybe just because\r\n\r\n264\r\n00:18:10,930 --&gt; 00:18:14,630\r\na realization, but with more and more people working from\r\n\r\n265\r\n00:18:14,630 --&gt; 00:18:19,190\r\nhome, and more and more digital interactions, with more physical\r\n\r\n266\r\n00:18:19,190 --&gt; 00:18:23,410\r\ndistance, and more social distance between us, there has to\r\n\r\n267\r\n00:18:23,410 --&gt; 00:18:27,160\r\nbe more emotional connection. I mean, this is what really\r\n\r\n268\r\n00:18:27,160 --&gt; 00:18:31,140\r\ndrives a brand to have loyalty behind it, is when\r\n\r\n269\r\n00:18:31,140 --&gt; 00:18:34,520\r\nthe customers have an emotional connection to that brand. And\r\n\r\n270\r\n00:18:35,220 --&gt; 00:18:39,060\r\nas we've been talking about the impacts of COVID in\r\n\r\n271\r\n00:18:39,060 --&gt; 00:18:42,780\r\nthe separation it's caused, I bet you Merrie, even had\r\n\r\n272\r\n00:18:42,780 --&gt; 00:18:45,410\r\nto pull back on some of her soccer playing on\r\n\r\n273\r\n00:18:45,410 --&gt; 00:18:48,160\r\nSundays when the pandemic was really raging, and it had\r\n\r\n274\r\n00:18:48,260 --&gt; 00:18:55,330\r\nmade special precautions to not interact too closely. We have\r\n\r\n275\r\n00:18:55,330 --&gt; 00:18:57,690\r\nto be able to build that trust between the business\r\n\r\n276\r\n00:18:57,690 --&gt; 00:19:01,480\r\nand the customer. And that trust gets built through human\r\n\r\n277\r\n00:19:01,480 --&gt; 00:19:05,850\r\ninteraction like we're having right now. And in the contact\r\n\r\n278\r\n00:19:05,850 --&gt; 00:19:08,730\r\ncenter space, it's primarily between the agent and the caller,\r\n\r\n279\r\n00:19:08,730 --&gt; 00:19:11,500\r\nright? And Abi, I think I was talking to you\r\n\r\n280\r\n00:19:12,000 --&gt; 00:19:13,820\r\nabout my boss, he was giving me a hard time\r\n\r\n281\r\n00:19:13,820 --&gt; 00:19:16,830\r\nabout my coffee habit, which is that I buy coffee\r\n\r\n282\r\n00:19:18,760 --&gt; 00:19:22,170\r\nin the store in Oakland, it's stills. They sell drip\r\n\r\n283\r\n00:19:22,170 --&gt; 00:19:26,240\r\ncoffee, they even sell espresso coffee. And he was like, \"\r\n\r\n284\r\n00:19:26,470 --&gt; 00:19:28,770\r\nYou pay five bucks for a cup of drip coffee.\"\r\n\r\n285\r\n00:19:30,240 --&gt; 00:19:34,220\r\nAnd he's like, \" Why?\" And I was telling him, \" You\r\n\r\n286\r\n00:19:34,220 --&gt; 00:19:36,730\r\ngo in there, and they really care about your order,\r\n\r\n287\r\n00:19:37,770 --&gt; 00:19:40,610\r\nand you can tell they really want you to have\r\n\r\n288\r\n00:19:40,610 --&gt; 00:19:45,260\r\na good experience, and your walkout with sort of this\r\n\r\n289\r\n00:19:45,260 --&gt; 00:19:51,100\r\nfeeling of being treated generously, and really cared for, it\r\n\r\n290\r\n00:19:51,100 --&gt; 00:19:55,300\r\nfeels very personal, and I think that's kind of the\r\n\r\n291\r\n00:19:55,300 --&gt; 00:20:02,280\r\nessence of building that trust and building that loyalty.\" Abi,\r\n\r\n292\r\n00:20:02,280 --&gt; 00:20:03,880\r\nI was thinking, you're probably going to say to me,\r\n\r\n293\r\n00:20:03,880 --&gt; 00:20:05,780\r\nTodd, that's acquaint story, but what does that have to\r\n\r\n294\r\n00:20:05,780 --&gt; 00:20:09,790\r\ndo with large enterprises and businesses that... How are they\r\n\r\n295\r\n00:20:09,790 --&gt; 00:20:11,390\r\ngoing to do that at scale, you're buying a cup\r\n\r\n296\r\n00:20:11,390 --&gt; 00:20:16,040\r\nof coffee from one person. And I think that's what\r\n\r\n297\r\n00:20:16,040 --&gt; 00:20:20,300\r\nbetween Microsoft and Genesys, with the help of partners like\r\n\r\n298\r\n00:20:20,540 --&gt; 00:20:23,500\r\nTech Mahindra, we can actually bring that kind of very\r\n\r\n299\r\n00:20:23,500 --&gt; 00:20:26,600\r\npersonal experience to scale, to interactions that are going to\r\n\r\n300\r\n00:20:26,600 --&gt; 00:20:30,030\r\nbe happening thousands of times a day. Abi, go on\r\n\r\n301\r\n00:20:30,030 --&gt; 00:20:31,650\r\na little bit more. Do we need to wrap that\r\n\r\n302\r\n00:20:31,650 --&gt; 00:20:35,250\r\npart? No, I think you very well answered it. I\r\n\r\n303\r\n00:20:35,250 --&gt; 00:20:37,980\r\nwould just like to tell you, buy your coffee quickly\r\n\r\n304\r\n00:20:37,980 --&gt; 00:20:43,060\r\nbecause coffee prices are going up. That is my advice\r\n\r\n305\r\n00:20:43,460 --&gt; 00:20:45,111\r\nfor all of you coffee drinkers. But Todd,\r\n\r\n306\r\n00:20:45,111 --&gt; 00:20:46,240\r\nlet me keep it up here for a\r\n\r\n307\r\n00:20:46,240 --&gt; 00:20:52,250\r\nsec, with the second question. What is Genesys Multicloud CX cloud\r\n\r\n308\r\n00:20:52,250 --&gt; 00:20:55,600\r\non Azure? And more importantly, I'm sure our customers and\r\n\r\n309\r\n00:20:55,600 --&gt; 00:20:59,140\r\nprospects are thinking, how is it different from anything else\r\n\r\n310\r\n00:20:59,140 --&gt; 00:21:08,900\r\nin the Genesys portfolio? Well, gosh, Genesys on Azure it's\r\n\r\n311\r\n00:21:08,900 --&gt; 00:21:13,760\r\nunique and we're really excited about it. We've been working\r\n\r\n312\r\n00:21:13,760 --&gt; 00:21:16,260\r\nat this for about a year, and we're going to\r\n\r\n313\r\n00:21:16,260 --&gt; 00:21:25,930\r\nlaunch on the 31st and declare our GA. We consider\r\n\r\n314\r\n00:21:25,930 --&gt; 00:21:29,250\r\nwhat we are doing very carefully when we adopted a Kubernetes\r\n\r\n315\r\n00:21:29,250 --&gt; 00:21:33,080\r\nfirst approach, and we did that very intentionally, we believe\r\n\r\n316\r\n00:21:33,080 --&gt; 00:21:38,810\r\nit's the most contemporary architecture for cloud native applications today.\r\n\r\n317\r\n00:21:40,270 --&gt; 00:21:42,320\r\nWe believe it's going to be the de facto operating\r\n\r\n318\r\n00:21:42,320 --&gt; 00:21:45,940\r\nsystem for cloud, much like Linux became defacto and an\r\n\r\n319\r\n00:21:45,940 --&gt; 00:21:52,410\r\nindustry leader. And as it's the service that orchestrates the\r\n\r\n320\r\n00:21:52,680 --&gt; 00:21:58,180\r\nmicroservices that are running in the Docker containers. And it\r\n\r\n321\r\n00:21:58,180 --&gt; 00:22:01,740\r\nallows us to really scale, allows us to be very\r\n\r\n322\r\n00:22:01,740 --&gt; 00:22:04,980\r\nefficient in our use of the resources. And it's also\r\n\r\n323\r\n00:22:04,980 --&gt; 00:22:08,430\r\nthe approach that allows us to offer our private edition,\r\n\r\n324\r\n00:22:08,430 --&gt; 00:22:11,470\r\nwhich we're going to talk about in a little bit as well\r\n\r\n325\r\n00:22:11,470 --&gt; 00:22:15,870\r\nas the SaaS service that we also offer. Let me\r\n\r\n326\r\n00:22:15,870 --&gt; 00:22:19,600\r\nask you and verify, this is not a lift and\r\n\r\n327\r\n00:22:19,600 --&gt; 00:22:23,600\r\nshift to an infrastructure as a service play. This is\r\n\r\n328\r\n00:22:23,600 --&gt; 00:22:28,850\r\na completely containerized architecture using Docker and Kubernetes. Am I\r\n\r\n329\r\n00:22:28,850 --&gt; 00:22:33,410\r\nright in understanding that? You're right, Abi, the graphic I'm\r\n\r\n330\r\n00:22:33,410 --&gt; 00:22:37,980\r\nshowing there is kind of illustrates our journey. In the\r\n\r\n331\r\n00:22:37,980 --&gt; 00:22:44,340\r\nearly days, Genesys was a premises based software company. We\r\n\r\n332\r\n00:22:44,340 --&gt; 00:22:47,290\r\nsold software and shrink wrap packages and send them through\r\n\r\n333\r\n00:22:47,290 --&gt; 00:22:49,240\r\nthe mail to our customers to deploy on the servers.\r\n\r\n334\r\n00:22:50,720 --&gt; 00:22:52,750\r\nWe did take a lift and shift approach in the\r\n\r\n335\r\n00:22:52,750 --&gt; 00:22:57,190\r\nearly days, we took those premise- based services and we\r\n\r\n336\r\n00:22:57,190 --&gt; 00:22:59,330\r\nlifted them in the cloud and it was a great first\r\n\r\n337\r\n00:22:59,330 --&gt; 00:23:00,760\r\nstep. And it met a lot of need in the\r\n\r\n338\r\n00:23:00,760 --&gt; 00:23:06,360\r\nmarket, and it promoted our journey to cloud. We made\r\n\r\n339\r\n00:23:06,360 --&gt; 00:23:09,570\r\na major next step in refactoring our services into microservices,\r\n\r\n340\r\n00:23:09,570 --&gt; 00:23:11,620\r\nand making them more efficient for the cloud, making them\r\n\r\n341\r\n00:23:11,620 --&gt; 00:23:16,120\r\nmore loosely coupled and more resilient, so on. But this\r\n\r\n342\r\n00:23:16,120 --&gt; 00:23:20,440\r\nlast step that we've taken towards Kubernetes and Docker container.\r\n\r\n343\r\n00:23:20,610 --&gt; 00:23:25,740\r\nYeah, that's a major transformation for us, and it's really\r\n\r\n344\r\n00:23:25,740 --&gt; 00:23:29,880\r\nopening things up for Engage. Got it. So then Merrie,\r\n\r\n345\r\n00:23:29,960 --&gt; 00:23:35,850\r\nlet me ask you, is this new containerized approach to\r\n\r\n346\r\n00:23:36,400 --&gt; 00:23:40,880\r\ncloud architecture something that you're witnessing when you are speaking\r\n\r\n347\r\n00:23:40,880 --&gt; 00:23:44,220\r\nto our Microsoft Azure customers? Is this the new trend\r\n\r\n348\r\n00:23:44,300 --&gt; 00:23:49,610\r\nin cloud architectures? Yeah, I think absolutely. It is the\r\n\r\n349\r\n00:23:49,610 --&gt; 00:23:52,750\r\ntrends in cloud architectures. And if I step back a\r\n\r\n350\r\n00:23:52,750 --&gt; 00:23:57,370\r\nlittle bit, because usually my conversations with customers start with\r\n\r\n351\r\n00:23:57,650 --&gt; 00:24:00,870\r\nwhat is your business goal? And really, I think there's\r\n\r\n352\r\n00:24:01,130 --&gt; 00:24:04,280\r\nbeen an evolution where a lot of IT leaders were\r\n\r\n353\r\n00:24:04,280 --&gt; 00:24:08,600\r\ninitially looking at how is cloud replicating, what I have\r\n\r\n354\r\n00:24:08,600 --&gt; 00:24:12,110\r\non- prem. Show me the cloud version of what I\r\n\r\n355\r\n00:24:12,110 --&gt; 00:24:16,100\r\nthink of as my on- prem servers, and operating systems,\r\n\r\n356\r\n00:24:16,100 --&gt; 00:24:19,280\r\nand ISV, and databases? And then we've kind of gone\r\n\r\n357\r\n00:24:19,280 --&gt; 00:24:20,547\r\nthrough, and then you've got a good\r\n\r\n358\r\n00:24:20,547 --&gt; 00:24:21,960\r\nthing, right? And so we've gone through\r\n\r\n359\r\n00:24:22,290 --&gt; 00:24:26,120\r\nthat generation of questions, and now we're onto how do\r\n\r\n360\r\n00:24:26,120 --&gt; 00:24:29,430\r\nI modernize? What are all the change management philosophies to\r\n\r\n361\r\n00:24:29,430 --&gt; 00:24:33,840\r\nmodernize? And there's technical change management philosophies, and there's people,\r\n\r\n362\r\n00:24:34,020 --&gt; 00:24:38,010\r\nand there's process, and then there's line of business education\r\n\r\n363\r\n00:24:38,010 --&gt; 00:24:41,830\r\nthat goes with that. With modernization, I like what Todd\r\n\r\n364\r\n00:24:41,830 --&gt; 00:24:45,010\r\nwas alluding to, there are new platforms of the future,\r\n\r\n365\r\n00:24:45,010 --&gt; 00:24:49,000\r\nand definitely containers is playing a big part. When customers\r\n\r\n366\r\n00:24:49,000 --&gt; 00:24:52,630\r\nare considering their new applications that they want to design,\r\n\r\n367\r\n00:24:52,630 --&gt; 00:24:55,290\r\nor how to rethink old applications that need to be\r\n\r\n368\r\n00:24:55,290 --&gt; 00:24:58,770\r\nmodernized. We talk about the full capabilities of the cloud,\r\n\r\n369\r\n00:24:58,770 --&gt; 00:25:01,770\r\nand you really need to do that without compromising security.\r\n\r\n370\r\n00:25:02,150 --&gt; 00:25:06,150\r\nSo that containerization is really the foundation for new cloud\r\n\r\n371\r\n00:25:06,150 --&gt; 00:25:10,140\r\narchitecture conversations for enterprise customers. Some people call it cloud\r\n\r\n372\r\n00:25:10,140 --&gt; 00:25:14,730\r\nnative but yes, that defacto platform really rings true for\r\n\r\n373\r\n00:25:14,730 --&gt; 00:25:18,860\r\nme in time. We're seeing significant growth in our portfolio\r\n\r\n374\r\n00:25:18,860 --&gt; 00:25:23,430\r\naround containerization. For us, it's the Azure Kubernetes services, one\r\n\r\n375\r\n00:25:23,430 --&gt; 00:25:26,210\r\nof many of those cloud native capabilities. And it's just\r\n\r\n376\r\n00:25:26,210 --&gt; 00:25:29,780\r\nvery, very high growth in the adoption introductory of the\r\n\r\n377\r\n00:25:29,780 --&gt; 00:25:33,610\r\nusage. Additionally, and I think Todd, will also talk about\r\n\r\n378\r\n00:25:33,610 --&gt; 00:25:37,980\r\nthis in terms of Genesys is, we believe as Microsoft,\r\n\r\n379\r\n00:25:38,210 --&gt; 00:25:40,480\r\nwe need to keep meeting customers where they are. And\r\n\r\n380\r\n00:25:40,480 --&gt; 00:25:43,300\r\nthat means for us connecting the app story with the\r\n\r\n381\r\n00:25:43,300 --&gt; 00:25:46,580\r\nhybrid story. One of the more interesting pieces of our\r\n\r\n382\r\n00:25:46,580 --&gt; 00:25:51,630\r\ngrowing hybrid portfolio is Azure Arc. Azure Arc allows customers\r\n\r\n383\r\n00:25:51,850 --&gt; 00:25:55,900\r\nto code, and ship applications from Azure to any Kubernetes\r\n\r\n384\r\n00:25:55,900 --&gt; 00:26:00,210\r\ndistribution in any location, including on- prem. Customers get that\r\n\r\n385\r\n00:26:00,210 --&gt; 00:26:04,280\r\nAzure innovation and cloud benefits by deploying Azure data services\r\n\r\n386\r\n00:26:04,280 --&gt; 00:26:07,160\r\nto anywhere on their infrastructure. And so the meeting of\r\n\r\n387\r\n00:26:07,160 --&gt; 00:26:09,670\r\nthe minds there, I think is really important because we\r\n\r\n388\r\n00:26:09,670 --&gt; 00:26:11,750\r\nknow it's not a light switch to go to cloud.\r\n\r\n389\r\n00:26:13,010 --&gt; 00:26:18,010\r\nCustomers moving from migration and modernizations of apps and data\r\n\r\n390\r\n00:26:18,010 --&gt; 00:26:21,890\r\nto need that hybrid conversation to bridge all of that.\r\n\r\n391\r\n00:26:22,280 --&gt; 00:26:25,840\r\nWe're super excited, and we've worked closely with our partners\r\n\r\n392\r\n00:26:25,840 --&gt; 00:26:28,530\r\nGenesys to make sure they had all they needed to\r\n\r\n393\r\n00:26:28,530 --&gt; 00:26:32,620\r\nbe technically ready for this GA that's coming just in\r\n\r\n394\r\n00:26:32,620 --&gt; 00:26:35,690\r\nshort order. And I think this is a bigger nod,\r\n\r\n395\r\n00:26:35,690 --&gt; 00:26:40,010\r\nnot just containers, but Genesys commitment with us to leading\r\n\r\n396\r\n00:26:40,010 --&gt; 00:26:43,660\r\nplatform innovation, right? And then it goes beyond even containers\r\n\r\n397\r\n00:26:43,660 --&gt; 00:26:46,650\r\nto what we're doing with data, eventing, and really modernizing.\r\n\r\n398\r\n00:26:46,880 --&gt; 00:26:49,060\r\nAnd at the end of the day, we're really excited\r\n\r\n399\r\n00:26:49,060 --&gt; 00:26:51,090\r\nto see what this does for our joint end customers,\r\n\r\n400\r\n00:26:51,090 --&gt; 00:26:53,050\r\nbecause they're going to see the value of this, not\r\n\r\n401\r\n00:26:53,050 --&gt; 00:26:57,520\r\nonly in the launch, but the iterations of technology, implementation\r\n\r\n402\r\n00:26:57,520 --&gt; 00:27:01,170\r\nthat go faster when you're on these new platforms. Thank\r\n\r\n403\r\n00:27:01,170 --&gt; 00:27:03,410\r\nyou for that response. I'm actually pick\r\n\r\n404\r\n00:27:03,410 --&gt; 00:27:04,810\r\nup on two things that you\r\n\r\n405\r\n00:27:04,810 --&gt; 00:27:09,450\r\nmentioned. Number one, is that you are seeing a whole\r\n\r\n406\r\n00:27:09,450 --&gt; 00:27:15,230\r\nlot of containerized architectures coming into Microsoft Azure. That validates\r\n\r\n407\r\n00:27:15,370 --&gt; 00:27:18,580\r\nfor me that Genesys is taking the right approach. And\r\n\r\n408\r\n00:27:18,580 --&gt; 00:27:22,870\r\nthen you mention of combining all this data and being\r\n\r\n409\r\n00:27:22,870 --&gt; 00:27:26,130\r\nable to pull out insights, which we would never have\r\n\r\n410\r\n00:27:26,130 --&gt; 00:27:33,340\r\nknown probably by using Azure cognitive services. Third, we understand\r\n\r\n411\r\n00:27:33,340 --&gt; 00:27:37,930\r\nEngage Cloud on Azure. We know that Merrie has kind\r\n\r\n412\r\n00:27:37,930 --&gt; 00:27:42,250\r\nof sort of validated this architectural approach, but help me\r\n\r\n413\r\n00:27:42,250 --&gt; 00:27:46,530\r\nunderstand how does this fit in with the overall Genesys\r\n\r\n414\r\n00:27:46,530 --&gt; 00:27:50,620\r\nmulti- cloud strategy, that Genesys has been speaking about for\r\n\r\n415\r\n00:27:50,620 --&gt; 00:27:57,320\r\nthe past several months. It fits in perfectly and exactly\r\n\r\n416\r\n00:27:57,320 --&gt; 00:28:01,000\r\nalong the lines of what Merrie was describing. And by\r\n\r\n417\r\n00:28:01,000 --&gt; 00:28:04,110\r\nthe way, the support from Microsoft has been tremendous and\r\n\r\n418\r\n00:28:04,110 --&gt; 00:28:07,620\r\noutstanding, and we're extremely grateful to be part of that\r\n\r\n419\r\n00:28:09,140 --&gt; 00:28:16,120\r\nthat partnership, and the AKF service has been... The Azure\r\n\r\n420\r\n00:28:16,150 --&gt; 00:28:22,250\r\nKubernetes service is exactly the service we're leveraging, and it's\r\n\r\n421\r\n00:28:23,610 --&gt; 00:28:26,640\r\njust opening up all kinds of possibilities. Let me just\r\n\r\n422\r\n00:28:26,640 --&gt; 00:28:30,060\r\ntalk in a little bit more depth, and maybe just\r\n\r\n423\r\n00:28:30,060 --&gt; 00:28:33,250\r\none quick word. One of the things that has been\r\n\r\n424\r\n00:28:33,250 --&gt; 00:28:36,660\r\nkind of amazing, and great, and in some respects even\r\n\r\n425\r\n00:28:36,660 --&gt; 00:28:39,020\r\nhard to keep up with is, as soon as this\r\n\r\n426\r\n00:28:39,020 --&gt; 00:28:41,000\r\nhas gotten out into the market, even though we haven't\r\n\r\n427\r\n00:28:41,000 --&gt; 00:28:46,500\r\nlaunched yet, we've already closed two major deals, and we\r\n\r\n428\r\n00:28:46,500 --&gt; 00:28:48,430\r\nhave a pipeline that we're running as fast as we\r\n\r\n429\r\n00:28:48,430 --&gt; 00:28:51,970\r\ncan just to keep up with. The adoption, the excitement\r\n\r\n430\r\n00:28:52,170 --&gt; 00:28:55,430\r\nis incredible. We haven't even launched yet. And so it's\r\n\r\n431\r\n00:28:55,430 --&gt; 00:28:58,140\r\njust amazing and we're really happy about it and appreciate\r\n\r\n432\r\n00:28:58,140 --&gt; 00:29:04,780\r\neverything Microsoft has done to make it possible. Let's see,\r\n\r\n433\r\n00:29:05,630 --&gt; 00:29:09,980\r\nwe have two main flavors with Engage Multi- cloud, and\r\n\r\n434\r\n00:29:09,980 --&gt; 00:29:12,690\r\nmulti- cloud is how we describe our architecture. It's not\r\n\r\n435\r\n00:29:13,040 --&gt; 00:29:19,570\r\na product, it determines how we describe our architecture. What\r\n\r\n436\r\n00:29:19,570 --&gt; 00:29:25,440\r\nleveraging the Azure Kunernetes service and Docker container, what it's\r\n\r\n437\r\n00:29:25,440 --&gt; 00:29:28,070\r\ndone for us is it allowed us to build this\r\n\r\n438\r\n00:29:28,070 --&gt; 00:29:32,030\r\nreally robust cloud service, which is that number one, that\r\n\r\n439\r\n00:29:32,030 --&gt; 00:29:36,070\r\nyou see the public cloud. That's Engage the cloud, all\r\n\r\n440\r\n00:29:36,070 --&gt; 00:29:38,540\r\nthe Engage services for those of you who know Engage,\r\n\r\n441\r\n00:29:38,540 --&gt; 00:29:41,700\r\nand love Engage over the years, it's the full suite\r\n\r\n442\r\n00:29:41,700 --&gt; 00:29:47,680\r\nof Engage services running as a SaaS multi- tenant offer\r\n\r\n443\r\n00:29:48,100 --&gt; 00:29:52,100\r\nin Azure. Fully operated by Genesys, fully managed by Genesys.\r\n\r\n444\r\n00:29:53,100 --&gt; 00:29:54,212\r\nAbi, were you going to jump in\r\n\r\n445\r\n00:29:54,212 --&gt; 00:29:55,250\r\nor should I just keep going?\r\n\r\n446\r\n00:29:55,550 --&gt; 00:29:58,100\r\nI actually was going to ask you who handles the\r\n\r\n447\r\n00:29:58,100 --&gt; 00:30:04,700\r\noperation and you hit it right there, please continue. That\r\n\r\n448\r\n00:30:04,700 --&gt; 00:30:09,810\r\nentire contact center environment is managed and hosted and run\r\n\r\n449\r\n00:30:09,810 --&gt; 00:30:11,196\r\nby Genesys. So that what you see\r\n\r\n450\r\n00:30:11,196 --&gt; 00:30:12,410\r\nin the dark blue, the number\r\n\r\n451\r\n00:30:12,410 --&gt; 00:30:16,760\r\none. The second option is what we call private edition,\r\n\r\n452\r\n00:30:17,360 --&gt; 00:30:22,020\r\nthat's a customer, or a partner operated option, based on\r\n\r\n453\r\n00:30:22,020 --&gt; 00:30:24,700\r\nthe exact same code base that we're running in our\r\n\r\n454\r\n00:30:24,700 --&gt; 00:30:28,110\r\ncloud. There's no differences in code base, there's no differences\r\n\r\n455\r\n00:30:28,110 --&gt; 00:30:31,720\r\nin functionality or services. It's the exact same services, but\r\n\r\n456\r\n00:30:32,210 --&gt; 00:30:36,990\r\nin this case, they're deployed, operated, upgraded by the customer,\r\n\r\n457\r\n00:30:36,990 --&gt; 00:30:39,780\r\nor the partner, fully in control of the partner or the\r\n\r\n458\r\n00:30:39,780 --&gt; 00:30:43,690\r\ncustomer. And we have customers that really need this kind\r\n\r\n459\r\n00:30:43,690 --&gt; 00:30:46,400\r\nof deployment. We see this request with some of our\r\n\r\n460\r\n00:30:46,400 --&gt; 00:30:52,300\r\nvery, very largest retailers, our very largest tech customers, and really\r\n\r\n461\r\n00:30:52,300 --&gt; 00:30:56,700\r\nlarge financial institutions. And I don't want to go on\r\n\r\n462\r\n00:30:57,170 --&gt; 00:31:01,760\r\ntoo long, but it's going to empower customers that really\r\n\r\n463\r\n00:31:01,760 --&gt; 00:31:04,950\r\nwant to move in this modern direction to set up\r\n\r\n464\r\n00:31:04,950 --&gt; 00:31:08,240\r\ntheir own deployment pipeline, automate it, they can do all\r\n\r\n465\r\n00:31:08,240 --&gt; 00:31:11,560\r\ntheir security checks, or their service checks, or their validations\r\n\r\n466\r\n00:31:14,570 --&gt; 00:31:17,950\r\nat the application level, and automate this whole thing. One\r\n\r\n467\r\n00:31:17,950 --&gt; 00:31:22,310\r\nof the customers that Genesys serves that along with Microsoft\r\n\r\n468\r\n00:31:22,310 --&gt; 00:31:29,740\r\nis also a truly iconic, truly enormous, truly global consumer\r\n\r\n469\r\n00:31:29,810 --&gt; 00:31:33,780\r\ntech leader. What they told us this week, this is\r\n\r\n470\r\n00:31:34,110 --&gt; 00:31:38,610\r\na direct quote. They said, \" Multi- cloud is essential to\r\n\r\n471\r\n00:31:38,700 --&gt; 00:31:43,770\r\nall of our technology going forward. We are so aligned\r\n\r\n472\r\n00:31:43,770 --&gt; 00:31:47,470\r\nwith Genesys on multi- cloud, and so committed to this\r\n\r\n473\r\n00:31:47,470 --&gt; 00:31:51,920\r\napproach that our other vendors who are unable to offer\r\n\r\n474\r\n00:31:51,920 --&gt; 00:31:58,870\r\nthis model will not be part of our future.\" Wow.\r\n\r\n475\r\n00:32:00,600 --&gt; 00:32:03,910\r\nThat is tremendous phrase, which I know you are directly\r\n\r\n476\r\n00:32:03,910 --&gt; 00:32:10,700\r\nreading verbatim. You mentioned that even customers and their partners\r\n\r\n477\r\n00:32:10,700 --&gt; 00:32:17,690\r\nor systems integrators can participate in a multi- cloud architecture environment,\r\n\r\n478\r\n00:32:17,720 --&gt; 00:32:21,080\r\nwhether they are deployed on premises, hosted in a partner's\r\n\r\n479\r\n00:32:21,080 --&gt; 00:32:25,100\r\ndata center, or a customer's data center. Ranga, what role\r\n\r\n480\r\n00:32:25,100 --&gt; 00:32:32,160\r\ndo you see systems integrators play in this area? Sure,\r\n\r\n481\r\n00:32:32,550 --&gt; 00:32:35,940\r\nwhen it comes to multi- cloud migration, it's really the\r\n\r\n482\r\n00:32:35,940 --&gt; 00:32:39,480\r\nright side at Todd referred to. It's a private relation\r\n\r\n483\r\n00:32:39,480 --&gt; 00:32:42,830\r\nwhere we talk about large customers who want their own\r\n\r\n484\r\n00:32:43,180 --&gt; 00:32:47,610\r\ninstance of the Genesys platform and their favorite cloud hopefully\r\n\r\n485\r\n00:32:47,610 --&gt; 00:32:51,500\r\nMicrosoft Azure, that involves a lot of coordination and integration.\r\n\r\n486\r\n00:32:51,990 --&gt; 00:32:57,260\r\nFirst off, it requires a thorough assessment and analysis of\r\n\r\n487\r\n00:32:57,260 --&gt; 00:33:02,070\r\nall their application mappings, their device platforms, their telcos that\r\n\r\n488\r\n00:33:02,070 --&gt; 00:33:06,660\r\nthey're going to leverage, that could be multiple. They could\r\n\r\n489\r\n00:33:06,660 --&gt; 00:33:10,520\r\nbe leveraging Microsoft Teams as an example, within the company,\r\n\r\n490\r\n00:33:10,520 --&gt; 00:33:13,400\r\nwith an integration to a third party telco who provides\r\n\r\n491\r\n00:33:13,430 --&gt; 00:33:18,270\r\nSBCs as a service as an example, right? It first\r\n\r\n492\r\n00:33:18,280 --&gt; 00:33:24,670\r\nrequires a thorough analysis and assessment of all the platforms,\r\n\r\n493\r\n00:33:24,670 --&gt; 00:33:31,820\r\nand tools that are required to, \" Migrate to this cloud-\r\n\r\n494\r\n00:33:31,820 --&gt; 00:33:38,690\r\nbased model for Genesys.\" Then comes the actual setup of\r\n\r\n495\r\n00:33:38,690 --&gt; 00:33:41,650\r\nthe infrastructure migration, you're building the IaaS on the past\r\n\r\n496\r\n00:33:41,650 --&gt; 00:33:47,070\r\nplatform with the necessary network on- ramp. Remember, a lot\r\n\r\n497\r\n00:33:47,070 --&gt; 00:33:50,590\r\nof these customers together with migrating to the cloud, or\r\n\r\n498\r\n00:33:50,590 --&gt; 00:33:53,630\r\nnot only their compute environments, also the call center environments\r\n\r\n499\r\n00:33:53,630 --&gt; 00:33:58,780\r\nlike Genesys, they're also in parallel innovating on their network.\r\n\r\n500\r\n00:33:59,630 --&gt; 00:34:04,130\r\nMany of them are actually adopting as their connectivity technology\r\n\r\n501\r\n00:34:04,130 --&gt; 00:34:10,990\r\ntoday. This requires rolling out a consistent connectivity to the\r\n\r\n502\r\n00:34:10,990 --&gt; 00:34:16,130\r\ncloud together with that Genesys interconnect, if you will. So\r\n\r\n503\r\n00:34:16,130 --&gt; 00:34:19,330\r\nthat the experience moving to moving Genesys to the cloud\r\n\r\n504\r\n00:34:19,330 --&gt; 00:34:23,100\r\nis preserved as they used to have when they were\r\n\r\n505\r\n00:34:23,100 --&gt; 00:34:28,940\r\nhosting it in their own data centers. Then comes the\r\n\r\n506\r\n00:34:28,940 --&gt; 00:34:32,650\r\nwhole angle of building and integrating those microservices based apps\r\n\r\n507\r\n00:34:32,790 --&gt; 00:34:38,630\r\nand migrating the data, right? And finally doing that bring\r\n\r\n508\r\n00:34:38,630 --&gt; 00:34:41,310\r\nyour own carrier kind of integration. They would have their\r\n\r\n509\r\n00:34:41,310 --&gt; 00:34:45,970\r\nown carriers for voice connectivity, we integrate them as well.\r\n\r\n510\r\n00:34:46,330 --&gt; 00:34:51,460\r\nAnd finally, stage three is migrating and continuously integrating all\r\n\r\n511\r\n00:34:51,460 --&gt; 00:34:54,120\r\nthe ancillary apps. It could be around AI, could it\r\n\r\n512\r\n00:34:54,120 --&gt; 00:34:59,730\r\nbe around BI, and providing continuous development, and management of\r\n\r\n513\r\n00:34:59,730 --&gt; 00:35:06,560\r\nthose apps that surround a typical contact center. That's the\r\n\r\n514\r\n00:35:06,570 --&gt; 00:35:10,760\r\nDevOps angle to it. Understood. I can see that you\r\n\r\n515\r\n00:35:10,760 --&gt; 00:35:14,560\r\nhave a defined methodology from your experience that you have\r\n\r\n516\r\n00:35:14,560 --&gt; 00:35:20,750\r\ncreated in migrating customers to the cloud. Any conversation with\r\n\r\n517\r\n00:35:20,750 --&gt; 00:35:23,930\r\nrespect to cloud is a remiss, if we do not\r\n\r\n518\r\n00:35:24,000 --&gt; 00:35:27,640\r\naddress the issue of security and compliance in the cloud.\r\n\r\n519\r\n00:35:28,990 --&gt; 00:35:32,210\r\nHow about each of you take a minute and tell\r\n\r\n520\r\n00:35:32,210 --&gt; 00:35:38,490\r\nus what are the various security considerations that businesses organizations\r\n\r\n521\r\n00:35:38,510 --&gt; 00:35:42,350\r\nhave to take into consideration when they're thinking about their\r\n\r\n522\r\n00:35:42,350 --&gt; 00:35:45,290\r\ncloud movement? I think I will go to you Todd\r\n\r\n523\r\n00:35:45,290 --&gt; 00:35:47,640\r\nfirst, because on this slide, you can see, we have\r\n\r\n524\r\n00:35:47,640 --&gt; 00:35:53,100\r\ncommon security and compliance requirements, which are expected of customer experience\r\n\r\n525\r\n00:35:53,250 --&gt; 00:35:59,880\r\ncenters. Todd, let's follow this process of product, platform, and\r\n\r\n526\r\n00:35:59,880 --&gt; 00:36:01,420\r\npeople. So I will go to you first and after that\r\n\r\n527\r\n00:36:01,420 --&gt; 00:36:06,450\r\nto Merrie and then to Ranga. All right. Thank you,\r\n\r\n528\r\n00:36:06,450 --&gt; 00:36:15,950\r\nAbi. This slide is showing the various security and compliance\r\n\r\n529\r\n00:36:16,530 --&gt; 00:36:23,090\r\ncertifications that are applicable to engage cloud. We take these\r\n\r\n530\r\n00:36:23,090 --&gt; 00:36:26,610\r\nvery seriously. These are something that all the large enterprise\r\n\r\n531\r\n00:36:26,700 --&gt; 00:36:29,960\r\ncustomers are going to know, demand, and rely on and\r\n\r\n532\r\n00:36:29,960 --&gt; 00:36:36,130\r\nmust see supported. This is a very high priority at\r\n\r\n533\r\n00:36:36,130 --&gt; 00:36:41,880\r\nall times with Engage, we consider it job one, priority\r\n\r\n534\r\n00:36:41,880 --&gt; 00:36:44,670\r\nzero, ahead of anything else that we could possibly have\r\n\r\n535\r\n00:36:44,670 --&gt; 00:36:49,270\r\non our roadmap, or in our areas of concern. And\r\n\r\n536\r\n00:36:49,270 --&gt; 00:36:52,940\r\nwe are continually adding new certifications, because this is an\r\n\r\n537\r\n00:36:52,940 --&gt; 00:36:59,100\r\narea especially around privacy that we see just evolving all\r\n\r\n538\r\n00:36:59,100 --&gt; 00:37:03,370\r\nthe time, and many times the leadership on privacy is\r\n\r\n539\r\n00:37:03,370 --&gt; 00:37:05,530\r\noutside the US, and we need to keep up with\r\n\r\n540\r\n00:37:05,530 --&gt; 00:37:11,170\r\nwhat's going on worldwide. And that involves both people, processes,\r\n\r\n541\r\n00:37:11,230 --&gt; 00:37:15,900\r\nand the platform, and the application, so there's a lot here.\r\n\r\n542\r\n00:37:16,710 --&gt; 00:37:22,540\r\nI'll just say a couple of things, you touched on\r\n\r\n543\r\n00:37:22,540 --&gt; 00:37:25,370\r\nit, Abi, we look at security from the three dimensions\r\n\r\n544\r\n00:37:25,370 --&gt; 00:37:27,643\r\nof the security of the product, the security\r\n\r\n545\r\n00:37:27,643 --&gt; 00:37:29,710\r\nof the platform, and the security around\r\n\r\n546\r\n00:37:29,720 --&gt; 00:37:32,830\r\nour people and processes. And one of the things I'm\r\n\r\n547\r\n00:37:33,150 --&gt; 00:37:36,330\r\njust happy to say that Engage just does not fail\r\n\r\n548\r\n00:37:36,330 --&gt; 00:37:39,840\r\nsecurity reviews. We go through really tough ones with large\r\n\r\n549\r\n00:37:39,840 --&gt; 00:37:44,490\r\nfinancial institutions, as you can imagine. Some take a really\r\n\r\n550\r\n00:37:44,490 --&gt; 00:37:47,680\r\nlong time to go through, but the great thing is\r\n\r\n551\r\n00:37:47,680 --&gt; 00:37:50,090\r\nwe've been tested here many times and we don't fail.\r\n\r\n552\r\n00:37:53,970 --&gt; 00:37:57,670\r\nOur dimensions in our technology that we look at is\r\n\r\n553\r\n00:37:57,670 --&gt; 00:38:01,040\r\njust to build a really secure wall around the application\r\n\r\n554\r\n00:38:01,040 --&gt; 00:38:06,680\r\nlayer, meaning our perimeter is highly resistant to intrusion, or\r\n\r\n555\r\n00:38:07,130 --&gt; 00:38:07,505\r\nto denial of service attacks. The second dimension we\r\n\r\n556\r\n00:38:07,505 --&gt; 00:38:07,766\r\nlook at is to make sure not just that\r\n\r\n557\r\n00:38:07,766 --&gt; 00:38:08,078\r\nthe wall is secure, but that the insides are\r\n\r\n558\r\n00:38:08,078 --&gt; 00:38:08,488\r\nsecure, meaning that customer data is secure, that malware\r\n\r\n559\r\n00:38:08,488 --&gt; 00:38:08,680\r\ncan't get a foothold and be\r\n\r\n560\r\n00:38:08,750 --&gt; 00:38:27,920\r\ndistributed through our platform and our service. And lastly, the\r\n\r\n561\r\n00:38:27,920 --&gt; 00:38:30,830\r\nthird dimension, or the third angle that we look at\r\n\r\n562\r\n00:38:30,830 --&gt; 00:38:36,390\r\nthis is, that our observability services are constantly running, constantly\r\n\r\n563\r\n00:38:36,390 --&gt; 00:38:38,950\r\nup to date, and constantly looking out for any emerging\r\n\r\n564\r\n00:38:39,360 --&gt; 00:38:45,160\r\nvulnerability. Just an interesting point, there's been some companies who've\r\n\r\n565\r\n00:38:45,160 --&gt; 00:38:52,440\r\nhad some very serious security breaches, and yet they've been\r\n\r\n566\r\n00:38:52,440 --&gt; 00:38:55,730\r\nwilling as they've made their digital transformation to go ahead\r\n\r\n567\r\n00:38:55,820 --&gt; 00:38:59,020\r\nand move their full contact center suite into the cloud,\r\n\r\n568\r\n00:38:59,430 --&gt; 00:39:02,610\r\nand let it be operated by Genesys. And so it's\r\n\r\n569\r\n00:39:02,610 --&gt; 00:39:05,780\r\njust a testament, I think, to how seriously we take\r\n\r\n570\r\n00:39:05,780 --&gt; 00:39:08,350\r\nthis. We know this is a story that's ever evolving,\r\n\r\n571\r\n00:39:08,690 --&gt; 00:39:12,590\r\nand it's an area where we'll never be done, we'll\r\n\r\n572\r\n00:39:12,590 --&gt; 00:39:16,870\r\nalways be running when it comes to this area. let\r\n\r\n573\r\n00:39:16,870 --&gt; 00:39:20,620\r\nme ask the same question to Merrie, because I'm sure\r\n\r\n574\r\n00:39:20,620 --&gt; 00:39:23,220\r\nall of your customers want to know the security of\r\n\r\n575\r\n00:39:23,990 --&gt; 00:39:28,880\r\nAzure platform. What is your response to this? I think to\r\n\r\n576\r\n00:39:28,880 --&gt; 00:39:32,550\r\nadd on to what Todd was saying, we take security as a\r\n\r\n577\r\n00:39:33,450 --&gt; 00:39:40,220\r\nvery, very serious fundamental delivery to all of our customers.\r\n\r\n578\r\n00:39:40,590 --&gt; 00:39:44,760\r\nAnd we spent a tremendous amount of resource attention on\r\n\r\n579\r\n00:39:44,760 --&gt; 00:39:48,220\r\nthis. We spent a billion dollars a year on R&amp;\r\n\r\n580\r\n00:39:48,500 --&gt; 00:39:51,730\r\nD to provide a secure platform that's always getting better.\r\n\r\n581\r\n00:39:52,130 --&gt; 00:39:56,280\r\nThe world moves the bar up constantly, and we have\r\n\r\n582\r\n00:39:56,280 --&gt; 00:39:59,610\r\nto not compromise on productivity. Those are the hard things\r\n\r\n583\r\n00:39:59,610 --&gt; 00:40:02,360\r\nthat you have to do with security. We do this\r\n\r\n584\r\n00:40:02,360 --&gt; 00:40:06,470\r\nthrough operations technology and partnerships security is a team sport.\r\n\r\n585\r\n00:40:07,070 --&gt; 00:40:10,440\r\nWhat makes Microsoft different from other cloud providers is we're\r\n\r\n586\r\n00:40:10,440 --&gt; 00:40:14,290\r\ninformed by the Microsoft IP portfolio. So think about all\r\n\r\n587\r\n00:40:14,290 --&gt; 00:40:17,240\r\nof the endpoint devices, all of the cloud pieces, all\r\n\r\n588\r\n00:40:17,240 --&gt; 00:40:19,400\r\nof the X- Box business. I mean, our business is\r\n\r\n589\r\n00:40:19,400 --&gt; 00:40:23,460\r\nvery robust. So we're informed by trillions of sources to\r\n\r\n590\r\n00:40:23,460 --&gt; 00:40:27,420\r\nhelp you make smarter decisions and remediate faster. We play\r\n\r\n591\r\n00:40:27,420 --&gt; 00:40:30,730\r\nan outsized role in the industry, and take that as\r\n\r\n592\r\n00:40:30,730 --&gt; 00:40:35,020\r\nan outside level of responsibilities. And then we also provide\r\n\r\n593\r\n00:40:35,020 --&gt; 00:40:37,860\r\na tremendous amount of assets to our customers to help\r\n\r\n594\r\n00:40:37,860 --&gt; 00:40:41,630\r\nsecure their businesses in our products. We have a lot\r\n\r\n595\r\n00:40:41,630 --&gt; 00:40:43,590\r\nto say about security and we spend a lot of\r\n\r\n596\r\n00:40:43,590 --&gt; 00:40:46,090\r\ntime and attention on that across our many, many businesses.\r\n\r\n597\r\n00:40:47,240 --&gt; 00:40:51,410\r\nIt's good to hear about this comprehensive platform approach to\r\n\r\n598\r\n00:40:51,410 --&gt; 00:40:56,890\r\nsecurity. In the world of hacking and breaches Ranga, how\r\n\r\n599\r\n00:40:56,890 --&gt; 00:41:05,450\r\ndo we handle security from a people perspective? Ranga, you\r\n\r\n600\r\n00:41:05,450 --&gt; 00:41:10,070\r\nmay be on mute. My apologies. I'm going to just\r\n\r\n601\r\n00:41:10,070 --&gt; 00:41:12,000\r\nkind of continue to take cue from what Todd said\r\n\r\n602\r\n00:41:12,000 --&gt; 00:41:14,410\r\nthere. One is outside the wall and the other is\r\n\r\n603\r\n00:41:14,410 --&gt; 00:41:17,100\r\ninside the wall, right? Inside the wall, we come in\r\n\r\n604\r\n00:41:17,890 --&gt; 00:41:21,620\r\nas there's a need for like third party assessment on\r\n\r\n605\r\n00:41:21,620 --&gt; 00:41:25,970\r\nthe same compliance standards that Todd talked about. That brings in\r\n\r\n606\r\n00:41:25,970 --&gt; 00:41:31,080\r\na lot more credibility when a customer wants to migrate\r\n\r\n607\r\n00:41:31,120 --&gt; 00:41:35,010\r\na typical IPCC environment to the cloud, things like NIST,\r\n\r\n608\r\n00:41:35,110 --&gt; 00:41:40,180\r\nHIPAA, PCI compliance in providing the third- party compliance it\r\n\r\n609\r\n00:41:40,190 --&gt; 00:41:44,150\r\nbecomes pretty critical. Now in terms of protecting the corporate\r\n\r\n610\r\n00:41:44,150 --&gt; 00:41:49,480\r\ndata, things like CASBY, a cloud access control broker, as\r\n\r\n611\r\n00:41:49,480 --&gt; 00:41:56,240\r\nyou would call it, in protecting that inadvertent loss of\r\n\r\n612\r\n00:41:56,240 --&gt; 00:41:59,560\r\ndata outside of those walls through a broker kind of\r\n\r\n613\r\n00:41:59,560 --&gt; 00:42:03,580\r\nmechanism is as well, something that we envision quite strongly as these\r\n\r\n614\r\n00:42:04,660 --&gt; 00:42:07,940\r\nplatforms migrate to the cloud. The second is that actual\r\n\r\n615\r\n00:42:07,940 --&gt; 00:42:11,400\r\nsecurity of the wall, the actual wall security. That's where\r\n\r\n616\r\n00:42:11,400 --&gt; 00:42:15,600\r\nthe network security comes in, things like SASE, as the\r\n\r\n617\r\n00:42:15,600 --&gt; 00:42:18,990\r\nnetwork evolves to a secure access service edge, kind of\r\n\r\n618\r\n00:42:19,000 --&gt; 00:42:22,030\r\na mechanism where most of your employees are remote, your\r\n\r\n619\r\n00:42:22,070 --&gt; 00:42:24,820\r\nbranches are as well become more cloud oriented and internet\r\n\r\n620\r\n00:42:24,820 --&gt; 00:42:29,330\r\nbased. You're looking at a SASE- based security paradigm, where\r\n\r\n621\r\n00:42:29,660 --&gt; 00:42:34,010\r\nyour network security gets hosted off of cloud centric nodes,\r\n\r\n622\r\n00:42:34,290 --&gt; 00:42:38,530\r\nright? So SASE is a key area that you would\r\n\r\n623\r\n00:42:38,530 --&gt; 00:42:42,090\r\nlook at when you want to secure that cloud, and\r\n\r\n624\r\n00:42:42,090 --&gt; 00:42:45,480\r\nas well leveraging things like DDoS solutions as you put\r\n\r\n625\r\n00:42:45,480 --&gt; 00:42:49,410\r\nup those applications on the cloud, which are external facing.\r\n\r\n626\r\n00:42:50,330 --&gt; 00:42:55,470\r\nNow finally voice, the actual act of having that conversation,\r\n\r\n627\r\n00:42:55,470 --&gt; 00:42:58,380\r\nwhich is delivered through the cloud. There's a lot of\r\n\r\n628\r\n00:42:59,440 --&gt; 00:43:03,520\r\nvoice data, both control and payload data that's going over\r\n\r\n629\r\n00:43:03,520 --&gt; 00:43:06,470\r\nthe internet, that needs to be secured as well. So\r\n\r\n630\r\n00:43:06,470 --&gt; 00:43:09,620\r\nyou're talking about things like sub security and secure RTP,\r\n\r\n631\r\n00:43:09,920 --&gt; 00:43:14,270\r\nand also within the wall mechanisms like called fraud detection\r\n\r\n632\r\n00:43:14,270 --&gt; 00:43:19,890\r\nthat you want to look at, which we typically integrate into these\r\n\r\n633\r\n00:43:19,890 --&gt; 00:43:24,450\r\nkinds of projects. Got it. We've addressed security from a\r\n\r\n634\r\n00:43:25,160 --&gt; 00:43:29,940\r\nproduct, platform, and people perspective. Let me draw this panel's\r\n\r\n635\r\n00:43:29,940 --&gt; 00:43:35,340\r\nattention to cloud applications, and third party integrations because contact\r\n\r\n636\r\n00:43:35,340 --&gt; 00:43:38,900\r\ncenters do not live in isolation. Merrie, I have some\r\n\r\n637\r\n00:43:39,840 --&gt; 00:43:45,580\r\nMicrosoft applications logos listed on this slide over here. Are these the\r\n\r\n638\r\n00:43:45,680 --&gt; 00:43:47,973\r\ncommon application integrations that folks have with Microsoft?\r\n\r\n639\r\n00:43:47,973 --&gt; 00:43:49,574\r\nOr there are others that you could highlight\r\n\r\n640\r\n00:43:49,574 --&gt; 00:43:50,630\r\nand then I'll turn it over to\r\n\r\n641\r\n00:43:50,630 --&gt; 00:43:57,140\r\nTodd. Yeah, happy to talk about integration. And let me talk\r\n\r\n642\r\n00:43:57,140 --&gt; 00:44:00,610\r\na little bit about Microsoft philosophy, and maybe making us a little\r\n\r\n643\r\n00:44:00,610 --&gt; 00:44:06,130\r\nunique from the cloud perspective overall. The first is, we\r\n\r\n644\r\n00:44:06,130 --&gt; 00:44:08,910\r\ndon't position ourselves as competing with our customers. We are\r\n\r\n645\r\n00:44:08,910 --&gt; 00:44:11,640\r\nhere to serve our enterprise customers, and to do that,\r\n\r\n646\r\n00:44:11,830 --&gt; 00:44:17,780\r\nwe need open, wide, and interoperable, and interconnected platforms. That\r\n\r\n647\r\n00:44:17,780 --&gt; 00:44:20,840\r\nphilosophy plays out in the way we bring value to\r\n\r\n648\r\n00:44:20,840 --&gt; 00:44:23,710\r\nour customers, but also our partners like Genesys. Let me\r\n\r\n649\r\n00:44:23,710 --&gt; 00:44:25,920\r\ntalk a little bit about things you see on the sign and\r\n\r\n650\r\n00:44:25,970 --&gt; 00:44:31,560\r\nbeyond. Take Dynamics 365, which helps enterprises break down data\r\n\r\n651\r\n00:44:31,560 --&gt; 00:44:34,520\r\nsilos to connect their customers, their products, their people, and\r\n\r\n652\r\n00:44:34,570 --&gt; 00:44:38,870\r\ntheir operations. Historically, we know CRM and ERP apps have\r\n\r\n653\r\n00:44:38,870 --&gt; 00:44:42,950\r\nbeen very independent and monolithic. They required a super complex\r\n\r\n654\r\n00:44:43,080 --&gt; 00:44:47,830\r\ndeployments and provide customers with those silent views of their\r\n\r\n655\r\n00:44:47,830 --&gt; 00:44:52,040\r\nfront office and back office operations. But what it reflects\r\n\r\n656\r\n00:44:52,290 --&gt; 00:44:57,140\r\nin the past as Dynamic 365 brings that strategy, process, data,\r\n\r\n657\r\n00:44:57,610 --&gt; 00:45:02,040\r\nand systems together. That's that new philosophy. With Microsoft Teams,\r\n\r\n658\r\n00:45:02,270 --&gt; 00:45:06,130\r\ncustomers can improve their employee productivity, and satisfaction, Teams is\r\n\r\n659\r\n00:45:06,130 --&gt; 00:45:09,210\r\na great platform, hope you're all using it. But in\r\n\r\n660\r\n00:45:09,210 --&gt; 00:45:11,410\r\naddition, it is a platform in and of itself with\r\n\r\n661\r\n00:45:11,410 --&gt; 00:45:16,670\r\nall that internet connectivity for seamless communications, collaborations, location platform.\r\n\r\n662\r\n00:45:16,880 --&gt; 00:45:20,460\r\nAnd the nice thing from an IT department and contains\r\n\r\n663\r\n00:45:20,460 --&gt; 00:45:25,790\r\nand maintains that uniform security and integrity of system data,\r\n\r\n664\r\n00:45:25,960 --&gt; 00:45:29,810\r\nwhile you have those integrated plug- ins on the platform.\r\n\r\n665\r\n00:45:30,120 --&gt; 00:45:32,490\r\nAnd then finally, and it's really exciting, I think how\r\n\r\n666\r\n00:45:32,490 --&gt; 00:45:37,340\r\neasy it's becoming to use integrated value of things like\r\n\r\n667\r\n00:45:37,540 --&gt; 00:45:40,830\r\nAzure cognitive services, which brings AI within the reach of\r\n\r\n668\r\n00:45:40,900 --&gt; 00:45:45,220\r\nevery single developer without requiring machine learning expertise. So you\r\n\r\n669\r\n00:45:45,220 --&gt; 00:45:48,830\r\ncan add this API call via the ability to see\r\n\r\n670\r\n00:45:48,830 --&gt; 00:45:52,820\r\nhere, search, understand, and accelerate decision making into your app.\r\n\r\n671\r\n00:45:52,820 --&gt; 00:45:55,070\r\nSo you can kind of see in play off on\r\n\r\n672\r\n00:45:55,070 --&gt; 00:45:57,640\r\nthis philosophy. I could keep going, but I really want\r\n\r\n673\r\n00:45:57,640 --&gt; 00:46:00,510\r\nto specifically talk about how we would apply this with\r\n\r\n674\r\n00:46:00,510 --&gt; 00:46:03,510\r\nGenesys and Microsoft. I think without going too far ahead\r\n\r\n675\r\n00:46:03,510 --&gt; 00:46:06,290\r\nof our GA, the things that I will be excited\r\n\r\n676\r\n00:46:06,290 --&gt; 00:46:08,120\r\nto see if I was a customer and looking at\r\n\r\n677\r\n00:46:08,120 --&gt; 00:46:11,710\r\ncustomer experiences, the Teams integration as a start, and then\r\n\r\n678\r\n00:46:11,710 --&gt; 00:46:13,960\r\nwe can keep going, and keep going of how customer\r\n\r\n679\r\n00:46:13,960 --&gt; 00:46:19,760\r\nexperience extends these interconnected areas of data Teams platforms, and\r\n\r\n680\r\n00:46:19,760 --&gt; 00:46:24,040\r\nothers for better and better customer experience at the end\r\n\r\n681\r\n00:46:24,040 --&gt; 00:46:28,860\r\nof the line. And part of these applications on the\r\n\r\n682\r\n00:46:28,860 --&gt; 00:46:31,256\r\nroadmap for integration with engage cloud on\r\n\r\n683\r\n00:46:31,256 --&gt; 00:46:33,490\r\nAzure, are they already integrated? Where\r\n\r\n684\r\n00:46:33,490 --&gt; 00:46:35,010\r\ndo we stand with that? If you could give us\r\n\r\n685\r\n00:46:35,010 --&gt; 00:46:39,569\r\na brief response. I think you are\r\n\r\n686\r\n00:46:39,569 --&gt; 00:46:44,820\r\nalso on mute. Dagnabbit, sorry, sorry.\r\n\r\n687\r\n00:46:44,820 --&gt; 00:46:48,370\r\nI'll be here everybody. I'm excited about this slide two\r\n\r\n688\r\n00:46:48,370 --&gt; 00:46:54,960\r\nand this whole point in this ecosystem. Dynamics, we already\r\n\r\n689\r\n00:46:54,960 --&gt; 00:46:58,970\r\nhave a highly developed adapter that allows our customers to\r\n\r\n690\r\n00:46:59,460 --&gt; 00:47:04,460\r\nrun, or to put all the call controls, all the\r\n\r\n691\r\n00:47:04,460 --&gt; 00:47:08,930\r\ninteraction controls, whether it's calls, or digital interactions inside the\r\n\r\n692\r\n00:47:10,020 --&gt; 00:47:13,430\r\nDynamics desktop. So it's a fully integrated experience for the\r\n\r\n693\r\n00:47:13,430 --&gt; 00:47:17,800\r\nend user. We're really glad to have that in place,\r\n\r\n694\r\n00:47:17,800 --&gt; 00:47:19,510\r\nand that's something that we love to talk about with\r\n\r\n695\r\n00:47:19,510 --&gt; 00:47:24,470\r\nour customers. The power platform and the cognitive services, our\r\n\r\n696\r\n00:47:24,470 --&gt; 00:47:29,660\r\ndesign tool includes right now in house for a little\r\n\r\n697\r\n00:47:29,660 --&gt; 00:47:34,090\r\nwhile, a design blocks specifically for Louis makes it very\r\n\r\n698\r\n00:47:34,090 --&gt; 00:47:38,520\r\neasy for the administrators who are building the call flows,\r\n\r\n699\r\n00:47:38,520 --&gt; 00:47:44,140\r\nand the chat interactions to leverage the capabilities of Louis\r\n\r\n700\r\n00:47:44,140 --&gt; 00:47:47,940\r\nfrom right inside our design tool. And we are really\r\n\r\n701\r\n00:47:47,940 --&gt; 00:47:50,510\r\nexcited and looking forward to integrating with the bot framework\r\n\r\n702\r\n00:47:50,750 --&gt; 00:47:53,130\r\nin the second half of this year. So that's in\r\n\r\n703\r\n00:47:53,130 --&gt; 00:47:57,430\r\nroadmap, we're going to get there, and we're excited about\r\n\r\n704\r\n00:47:57,430 --&gt; 00:48:02,120\r\nit. Teams as well, we have an initial integration using\r\n\r\n705\r\n00:48:02,120 --&gt; 00:48:04,020\r\nTeams as an end point, but as Merrie was saying,\r\n\r\n706\r\n00:48:04,020 --&gt; 00:48:07,310\r\nthere's much more to Teams than as a phone in\r\n\r\n707\r\n00:48:07,310 --&gt; 00:48:11,340\r\npoint. And we are actively working with Microsoft in two\r\n\r\n708\r\n00:48:11,340 --&gt; 00:48:16,840\r\nimportant ways. One is in understanding how to get to\r\n\r\n709\r\n00:48:16,840 --&gt; 00:48:20,770\r\na deeper level of integration with Teams, but also working\r\n\r\n710\r\n00:48:20,770 --&gt; 00:48:25,680\r\nwith the Teams Telefony architects, and looking at how that\r\n\r\n711\r\n00:48:25,690 --&gt; 00:48:28,690\r\nTelefony architecture of the specific the Teams could also be\r\n\r\n712\r\n00:48:28,690 --&gt; 00:48:31,440\r\nleveraged by Genesys customer. So there's a lot of exciting\r\n\r\n713\r\n00:48:31,440 --&gt; 00:48:36,010\r\nwork going on here in engagement. And maybe just one\r\n\r\n714\r\n00:48:36,010 --&gt; 00:48:40,920\r\nof the thing about Azure and the incredible platform for\r\n\r\n715\r\n00:48:40,920 --&gt; 00:48:44,730\r\nrunning all the services and Ranga and Merrie, both highlighted\r\n\r\n716\r\n00:48:44,730 --&gt; 00:48:47,640\r\nit. But I also want to just call out they're\r\n\r\n717\r\n00:48:47,640 --&gt; 00:48:52,350\r\nincredible worldwide telco and data network. And that is something\r\n\r\n718\r\n00:48:52,350 --&gt; 00:48:55,020\r\nthat we are leveraging to the full, and I will\r\n\r\n719\r\n00:48:55,020 --&gt; 00:48:57,500\r\njust say one other, it just makes it much easier\r\n\r\n720\r\n00:48:57,500 --&gt; 00:49:01,390\r\nfor our joint customers to connect and run their operations\r\n\r\n721\r\n00:49:01,390 --&gt; 00:49:05,850\r\nbecause everything's there. Understood. Ranga, I know you have a\r\n\r\n722\r\n00:49:06,100 --&gt; 00:49:08,360\r\nwhole lot to add when it comes to third party\r\n\r\n723\r\n00:49:08,360 --&gt; 00:49:11,900\r\napplications. How about touching up on the categories for us\r\n\r\n724\r\n00:49:11,900 --&gt; 00:49:17,010\r\nin the interest of time? Absolutely. Microsoft tool integrations, I\r\n\r\n725\r\n00:49:17,010 --&gt; 00:49:20,550\r\nthink Marrie and Todd, both gone over. Those are very\r\n\r\n726\r\n00:49:20,550 --&gt; 00:49:23,720\r\ncritical, especially the office productivity tools, as well as CRM\r\n\r\n727\r\n00:49:23,910 --&gt; 00:49:28,990\r\nand the BI tools. We're also talking about voice integration,\r\n\r\n728\r\n00:49:29,140 --&gt; 00:49:34,020\r\nright? Integration with SBCs or voice gateways, like audio codes,\r\n\r\n729\r\n00:49:34,090 --&gt; 00:49:38,360\r\nright? Call recording platforms, those are quite critical in the\r\n\r\n730\r\n00:49:38,360 --&gt; 00:49:40,880\r\ncontact center, workflows those integrations have to be enabled as\r\n\r\n731\r\n00:49:40,880 --&gt; 00:49:45,900\r\nwell. Cognitive AI, enabling speech recognition, and enabling text- to-\r\n\r\n732\r\n00:49:45,900 --&gt; 00:49:50,040\r\nspeech, what you call the LVR space, that's a key\r\n\r\n733\r\n00:49:50,040 --&gt; 00:49:53,540\r\ncategory for integration. And we're also talking about cognitive AI\r\n\r\n734\r\n00:49:53,540 --&gt; 00:49:58,030\r\nbased bots and call steering, right? That's a given, I\r\n\r\n735\r\n00:49:58,030 --&gt; 00:50:02,950\r\nmean, it's almost a given, right? Most of these things\r\n\r\n736\r\n00:50:02,950 --&gt; 00:50:07,480\r\nare getting almost 100% automated nowadays, right? Now what we\r\n\r\n737\r\n00:50:07,480 --&gt; 00:50:10,820\r\ndo as Tech M is, we bring most of these\r\n\r\n738\r\n00:50:10,820 --&gt; 00:50:14,560\r\nintegrations as ready- made SKU, or skews, which makes it\r\n\r\n739\r\n00:50:14,560 --&gt; 00:50:18,530\r\nmuch faster time to market for large enterprises to realize\r\n\r\n740\r\n00:50:18,530 --&gt; 00:50:24,470\r\nthis migration. And moreover, we also bring many accelerators, we\r\n\r\n741\r\n00:50:24,480 --&gt; 00:50:27,140\r\nmentioned a few on this slide can be referenced later,\r\n\r\n742\r\n00:50:27,220 --&gt; 00:50:30,720\r\nlike mCOPS, or MAC, or mPAC, which helped for faster\r\n\r\n743\r\n00:50:30,720 --&gt; 00:50:35,410\r\ndata migration to the cloud and cloud operations, which again,\r\n\r\n744\r\n00:50:35,460 --&gt; 00:50:40,050\r\ndecreases that time to migrate to a pure cloud based\r\n\r\n745\r\n00:50:40,050 --&gt; 00:50:43,990\r\nplan. I'm just going to pause here. Wonderful. Thank you\r\n\r\n746\r\n00:50:43,990 --&gt; 00:50:48,070\r\nfor that. As we move on to this last question that\r\n\r\n747\r\n00:50:48,070 --&gt; 00:50:52,540\r\nI have for you. How about we start with the\r\n\r\n748\r\n00:50:53,030 --&gt; 00:50:58,860\r\nMerrie, what is one huge benefit that customers can derive\r\n\r\n749\r\n00:50:58,860 --&gt; 00:51:03,140\r\nfrom this Microsoft and Genesys partnership, because all throughout this\r\n\r\n750\r\n00:51:03,250 --&gt; 00:51:07,060\r\nconversation, both you and Todd, have continuously alluded to the\r\n\r\n751\r\n00:51:07,060 --&gt; 00:51:10,940\r\nbenefits of this Microsoft plus Genesys partnership. Which is the\r\n\r\n752\r\n00:51:10,940 --&gt; 00:51:15,850\r\none that really stands out in your mind? I think the simple\r\n\r\n753\r\n00:51:15,850 --&gt; 00:51:20,100\r\nanswer is Microsoft knows the enterprise. We're the world leader\r\n\r\n754\r\n00:51:20,250 --&gt; 00:51:22,500\r\nin understanding where enterprises have been and where they're going.\r\n\r\n755\r\n00:51:22,850 --&gt; 00:51:26,280\r\nGenesys is the world leader and knowing the customer experience.\r\n\r\n756\r\n00:51:26,280 --&gt; 00:51:29,800\r\nAnd then together, we know how to accelerate and support\r\n\r\n757\r\n00:51:29,800 --&gt; 00:51:32,930\r\nyour journey to cloud. We have the integrated solution, we\r\n\r\n758\r\n00:51:32,930 --&gt; 00:51:35,940\r\nknow how to push the innovation envelope. We'll run this\r\n\r\n759\r\n00:51:35,940 --&gt; 00:51:40,120\r\nas a 24\/ 7 follow the sun platform, and we\r\n\r\n760\r\n00:51:40,120 --&gt; 00:51:43,640\r\nhave the ability to do this at a global secure\r\n\r\n761\r\n00:51:43,640 --&gt; 00:51:48,210\r\nscale footprint for all of our joint cuts. Todd, how\r\n\r\n762\r\n00:51:48,210 --&gt; 00:51:52,250\r\nwould you summarize one huge benefit for the Genesys plus\r\n\r\n763\r\n00:51:52,250 --&gt; 00:52:00,930\r\nMicrosoft partnership? Everything Merrie said, and I would just add\r\n\r\n764\r\n00:52:01,360 --&gt; 00:52:08,330\r\nthat we have the added partnership of that we have\r\n\r\n765\r\n00:52:08,330 --&gt; 00:52:15,020\r\nthe commercial arrangement, so that there's a good synchronization between\r\n\r\n766\r\n00:52:15,240 --&gt; 00:52:19,590\r\nan enterprise has made a large commitment to Azure, and\r\n\r\n767\r\n00:52:20,510 --&gt; 00:52:22,660\r\nit is going to draw that down over time, and\r\n\r\n768\r\n00:52:22,660 --&gt; 00:52:26,500\r\nGenesys has been available in their marketplace so that the\r\n\r\n769\r\n00:52:26,600 --&gt; 00:52:29,110\r\nspend on Genesys is also part of their Azure spend.\r\n\r\n770\r\n00:52:29,560 --&gt; 00:52:31,520\r\nThere's a lot more to say in this area, Abi,\r\n\r\n771\r\n00:52:31,510 --&gt; 00:52:35,010\r\nbut in the interest of time, I'm going to stop there. Got\r\n\r\n772\r\n00:52:35,010 --&gt; 00:52:39,010\r\nit. So if you have a committed Azure spend, if\r\n\r\n773\r\n00:52:39,010 --&gt; 00:52:42,910\r\nyou run the Genesys workloads or Genesys engage on Azure,\r\n\r\n774\r\n00:52:42,950 --&gt; 00:52:48,490\r\nthat would apply to drawing down your Azure spend. Ranga,\r\n\r\n775\r\n00:52:48,490 --&gt; 00:52:51,960\r\none huge benefit that you look at it from an outside\r\n\r\n776\r\n00:52:52,000 --&gt; 00:52:56,190\r\nwith respect to this Microsoft plus Genesys partnership very quickly.\r\n\r\n777\r\n00:52:57,320 --&gt; 00:53:01,030\r\nSure, Abi. Now Office productivity tools, I'm a big fan.\r\n\r\n778\r\n00:53:01,030 --&gt; 00:53:04,060\r\nI mean, Microsoft Office productivity tools and communication tools like\r\n\r\n779\r\n00:53:04,060 --&gt; 00:53:06,990\r\nTeams, kind of play very well into this whole contact\r\n\r\n780\r\n00:53:06,990 --&gt; 00:53:12,300\r\ncenter agent space, and having a single partner to realize\r\n\r\n781\r\n00:53:12,300 --&gt; 00:53:15,130\r\nboth workflows for a contact center agent is quite phenomenal.\r\n\r\n782\r\n00:53:15,130 --&gt; 00:53:17,870\r\nI think that's a great synergy between these two partners,\r\n\r\n783\r\n00:53:18,300 --&gt; 00:53:22,560\r\nand for us as an ASI, consolidating our expertise on\r\n\r\n784\r\n00:53:22,560 --&gt; 00:53:26,580\r\nAzure, on Microsoft Office SaaS tools, and bringing that to\r\n\r\n785\r\n00:53:26,580 --&gt; 00:53:30,110\r\na large enterprise, and delivering that end- to- end integration,\r\n\r\n786\r\n00:53:30,400 --&gt; 00:53:33,610\r\nalso helps us streamline the delivery of this whole migration.\r\n\r\n787\r\n00:53:34,470 --&gt; 00:53:39,410\r\nUnderstood. So folks we can surmise from today's conversation that\r\n\r\n788\r\n00:53:39,470 --&gt; 00:53:43,710\r\nover the past several years, there are many factors in\r\n\r\n789\r\n00:53:43,710 --&gt; 00:53:46,860\r\na flux of change. Let me highlight two of the\r\n\r\n790\r\n00:53:46,860 --&gt; 00:53:52,780\r\nmost that impact the customer experience centers. Number one, customers\r\n\r\n791\r\n00:53:52,780 --&gt; 00:53:57,740\r\nexpectations of doing business in a digital world is changing.\r\n\r\n792\r\n00:53:58,360 --&gt; 00:54:03,690\r\nNumber two, innovations are being brought to market every day,\r\n\r\n793\r\n00:54:03,840 --&gt; 00:54:08,670\r\nwhich help enterprises differentiate themselves. And all of this, and\r\n\r\n794\r\n00:54:08,670 --&gt; 00:54:13,130\r\nmany more factors are creating tremendous pressure on organizations to\r\n\r\n795\r\n00:54:13,130 --&gt; 00:54:15,760\r\nmove to the cloud. But how do you do that?\r\n\r\n796\r\n00:54:15,800 --&gt; 00:54:19,930\r\nWhat do you do with your existing investments that you've made\r\n\r\n797\r\n00:54:20,150 --&gt; 00:54:25,770\r\non your own premise or data center technology infrastructure applications?\r\n\r\n798\r\n00:54:26,180 --&gt; 00:54:29,040\r\nIt's one thing if you're a small business, you can\r\n\r\n799\r\n00:54:29,060 --&gt; 00:54:32,090\r\nditch those 50, 60 servers, and sign up with a\r\n\r\n800\r\n00:54:32,090 --&gt; 00:54:36,450\r\nsingle vendor, or cloud contact center provider, as long as\r\n\r\n801\r\n00:54:36,450 --&gt; 00:54:40,170\r\nthey meet your requirements. But what if you are a\r\n\r\n802\r\n00:54:40,170 --&gt; 00:54:45,230\r\nlarge organization with global presence? What if you have complicated\r\n\r\n803\r\n00:54:45,230 --&gt; 00:54:49,780\r\nfollow the sun routing? And you have investment in best\r\n\r\n804\r\n00:54:49,810 --&gt; 00:54:54,050\r\nof breed on premise technologies, not only to keep you\r\n\r\n805\r\n00:54:54,050 --&gt; 00:54:57,750\r\naway from a single vendor log- in, but you take\r\n\r\n806\r\n00:54:57,870 --&gt; 00:55:04,350\r\npride in providing customized disowning experiences to your end consumers\r\n\r\n807\r\n00:55:04,550 --&gt; 00:55:06,960\r\nwho are loyal to your brand. In that case, what\r\n\r\n808\r\n00:55:06,960 --&gt; 00:55:11,590\r\ndo you do? At a time when things are in\r\n\r\n809\r\n00:55:11,590 --&gt; 00:55:16,700\r\nchange, flexibility is key. As a cloud evangelist, it is\r\n\r\n810\r\n00:55:16,700 --&gt; 00:55:21,390\r\nmy job to help you make an informed decision. And\r\n\r\n811\r\n00:55:21,390 --&gt; 00:55:25,020\r\nwith respect to that, I have three steps or three\r\n\r\n812\r\n00:55:25,020 --&gt; 00:55:30,420\r\nrecommendations for you. Number one, I have co- authored this\r\n\r\n813\r\n00:55:30,460 --&gt; 00:55:33,990\r\nwhite paper, with some of the brilliant minds like Genesys,\r\n\r\n814\r\n00:55:34,310 --&gt; 00:55:39,920\r\nwherein we identify the five different archetypes for organizations to\r\n\r\n815\r\n00:55:39,920 --&gt; 00:55:43,720\r\nmove to the cloud. In there, we discussed the pros\r\n\r\n816\r\n00:55:43,720 --&gt; 00:55:47,680\r\nand cons of each archetype. I recommend that you download\r\n\r\n817\r\n00:55:47,680 --&gt; 00:55:51,550\r\nand read this white paper, answer the questions that we\r\n\r\n818\r\n00:55:51,550 --&gt; 00:55:55,270\r\npose in then to find out which archetype are you.\r\n\r\n819\r\n00:55:56,340 --&gt; 00:56:00,890\r\nNumber two, we started this conversation by talking about the\r\n\r\n820\r\n00:56:00,890 --&gt; 00:56:05,570\r\nmagic of Team Avengers, for Engage Cloud on Azure, we have the\r\n\r\n821\r\n00:56:05,570 --&gt; 00:56:10,960\r\nvideo which shows you the benefit of Genesys and Microsoft\r\n\r\n822\r\n00:56:11,030 --&gt; 00:56:15,190\r\npartnership. Maybe you will find that this is the winning\r\n\r\n823\r\n00:56:15,360 --&gt; 00:56:17,540\r\nteam you have been looking for to take you to\r\n\r\n824\r\n00:56:17,540 --&gt; 00:56:21,580\r\nthe cloud. And if that's correct, then I urge you\r\n\r\n825\r\n00:56:22,910 --&gt; 00:56:26,570\r\nto ask for a customized demo to your organization. We\r\n\r\n826\r\n00:56:26,570 --&gt; 00:56:29,910\r\nwill probably be able to show you how multi- cloud\r\n\r\n827\r\n00:56:29,910 --&gt; 00:56:34,400\r\nprovides you flexibility and change on your journey to the\r\n\r\n828\r\n00:56:34,400 --&gt; 00:56:39,490\r\ncloud. Now, one last one question to all my panelists.\r\n\r\n829\r\n00:56:39,490 --&gt; 00:56:43,250\r\nWe've been speaking about superheroes and Avengers. So let me\r\n\r\n830\r\n00:56:43,250 --&gt; 00:56:47,310\r\ngo over to you first, Merrie, who is your favorite Avenger\r\n\r\n831\r\n00:56:47,310 --&gt; 00:56:53,670\r\nfor personal or business reasons? For probably personal Spider- Man,\r\n\r\n832\r\n00:56:53,670 --&gt; 00:56:57,770\r\nwho's super scrappy, and smart, and has a strong moral\r\n\r\n833\r\n00:56:57,770 --&gt; 00:57:04,830\r\ncode. How about you, Todd? Abi, I didn't see my\r\n\r\n834\r\n00:57:04,830 --&gt; 00:57:09,500\r\nfavorite one up there. My favorite is the Rocket Raccoon.\r\n\r\n835\r\n00:57:11,460 --&gt; 00:57:15,980\r\nwith everything, he tinkers with everything, he rummages through everything,\r\n\r\n836\r\n00:57:16,420 --&gt; 00:57:18,520\r\nfinds what he needs. And I had scrappy on my\r\n\r\n837\r\n00:57:18,520 --&gt; 00:57:23,420\r\nlist to Merrie, he's scrappy. And I like Rocket. And\r\n\r\n838\r\n00:57:23,420 --&gt; 00:57:26,270\r\nhow hard you Ranga? I think I'm going to go\r\n\r\n839\r\n00:57:26,270 --&gt; 00:57:30,620\r\nwith captain America, Abi. Captain America, I would call an\r\n\r\n840\r\n00:57:30,620 --&gt; 00:57:34,580\r\naggregator of heroes. He handles zeroes together and gets the\r\n\r\n841\r\n00:57:34,580 --&gt; 00:57:37,010\r\nbest out of them. And that's exactly what we do\r\n\r\n842\r\n00:57:37,020 --&gt; 00:57:38,870\r\nas an ASI, I mean, that'd be bring the best\r\n\r\n843\r\n00:57:38,870 --&gt; 00:57:42,610\r\nof breed platforms and offerings around the world, and get\r\n\r\n844\r\n00:57:42,610 --&gt; 00:57:44,940\r\nthe best out of them with our own group. That's\r\n\r\n845\r\n00:57:46,610 --&gt; 00:57:51,120\r\nwho I would go with. Very well put Ranga. So folks\r\n\r\n846\r\n00:57:51,440 --&gt; 00:57:55,300\r\nsuch a multi- company webinars is not easy to put,\r\n\r\n847\r\n00:57:55,350 --&gt; 00:57:59,770\r\nand we have had several superheroes working in the background.\r\n\r\n848\r\n00:57:59,770 --&gt; 00:58:04,020\r\nI would like to thank them for making this webinar\r\n\r\n849\r\n00:58:04,040 --&gt; 00:58:10,120\r\nhappen. So Brad, and Javier from Microsoft. Sandeep Pandita from Tech\r\n\r\n850\r\n00:58:10,120 --&gt; 00:58:15,100\r\nMahindra, our very own executive producer, Christina Trento, as well\r\n\r\n851\r\n00:58:15,100 --&gt; 00:58:18,120\r\nas Josh Reed. Thank you so much for helping us\r\n\r\n852\r\n00:58:18,120 --&gt; 00:58:20,260\r\non this, and I now turn it back over to\r\n\r\n853\r\n00:58:20,260 --&gt; 00:58:26,050\r\nJosh. Thanks Abi. I'll be brief as we wrap up today.\r\n\r\n854\r\n00:58:26,270 --&gt; 00:58:28,270\r\nFirst off, I know that we have a couple of\r\n\r\n855\r\n00:58:28,270 --&gt; 00:58:31,400\r\nunanswered questions in the chat, that's okay. Although we did\r\n\r\n856\r\n00:58:31,410 --&gt; 00:58:33,630\r\nrun out of time, we will answer those via email\r\n\r\n857\r\n00:58:33,630 --&gt; 00:58:35,390\r\nwithin the next few business days. So just be on\r\n\r\n858\r\n00:58:35,390 --&gt; 00:58:39,000\r\nthe lookout for that. In addition, we have a list\r\n\r\n859\r\n00:58:39,000 --&gt; 00:58:41,170\r\nof resources available to you all right now in the\r\n\r\n860\r\n00:58:41,170 --&gt; 00:58:43,760\r\nresource list. Before today's session ends, you go ahead and\r\n\r\n861\r\n00:58:43,760 --&gt; 00:58:45,860\r\nclick on those links, they'll open up a new tab\r\n\r\n862\r\n00:58:45,860 --&gt; 00:58:48,650\r\nin your browser, and they expand on today's topic of\r\n\r\n863\r\n00:58:48,650 --&gt; 00:58:54,170\r\nour partnership with Engage and Azure. And finally we appreciate\r\n\r\n864\r\n00:58:54,170 --&gt; 00:58:55,790\r\nyour feedback, so there's going to be a survey that\r\n\r\n865\r\n00:58:55,790 --&gt; 00:58:56,814\r\npops up at the end of today's\r\n\r\n866\r\n00:58:56,814 --&gt; 00:58:58,050\r\npresentation. I encourage you to go\r\n\r\n867\r\n00:58:58,050 --&gt; 00:59:00,010\r\nahead and fill that survey out. It's going to be quick and\r\n\r\n868\r\n00:59:00,010 --&gt; 00:59:02,440\r\nbrief, it's just three questions. But we would love to\r\n\r\n869\r\n00:59:02,440 --&gt; 00:59:05,250\r\nincorporate your feedback into the future of Genesys webinars, so\r\n\r\n870\r\n00:59:05,250 --&gt; 00:59:07,960\r\nthat we can tailor these to exactly what you the attendees\r\n\r\n871\r\n00:59:07,960 --&gt; 00:59:11,360\r\nwant to learn more about. And with that on behalf\r\n\r\n872\r\n00:59:11,360 --&gt; 00:59:14,850\r\nof Abi, Merrie, Todd, Ranga, and the entire Genesys team, we\r\n\r\n873\r\n00:59:14,850 --&gt; 00:59:18,390\r\nthank you again for joining today's webcast Genesys Multicloud CX on\r\n\r\n874\r\n00:59:18,390 --&gt; 00:59:22,380\r\nMicrosoft Azure: Built for Enterprise. Until next time have a\r\n\r\n875\r\n00:59:22,380 --&gt; 00:59:23,070\r\ngood one everyone.[mktoform cta_header=\"WATCH THE ON-DEMAND RECORDING\" cta_button=\"Watch Now!\" form_type=\"hot\" cms_hold=\"RG\" cid_id=\"7011T000001YY3vQAG\"]\r\nMeet the Speakers\r\n\r\nMerrie Williamson\r\nVP, Azure Apps and Infrastructure\r\nMicrosoft\r\n\r\nTodd Hollenberg\r\nVP, Product Management\r\nGenesys\r\n\r\nAbi Chandra\r\nCloud Evangelist\r\nGenesys\r\n\r\nRanga Thittai\r\nVP for Enterprise Network Services\r\nTech Mahindra\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Demo,Genesys Cloud,genesys cloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/your-call-center-your-way-built-in-30-minutes?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Demo Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Your call center, your way: Built in 30 minutes<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nGenesys Cloud Demo\r\n\r\nYour call center, your way: Built in 30 minutes\r\n\r\nLive implementation of Genesys Cloud\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]Customer relationships are hard. Building a contact center that connects the dots across your customer touchpoints doesn\u2019t have to be.\r\n\r\nJoin us for an interactive session to see just how straightforward it is to build and deploy a Genesys Cloud contact center platform. During this webinar, we\u2019ll build and deploy a live instance of the platform \u2013 and even take a few calls with the help of a few brave volunteers.\r\n\r\nOn the agenda:\r\n\r\n \tKey 2021 cloud contact center trends and predictions\r\n \tInsights into essential capabilities for modern contact centers\r\n \tA live contact center build and demonstration\r\n\r\nExperience it for yourself! Join this interactive session to see how to deploy it all in minutes \u2014 not months.[mktoform form_type=\"hot\" cta_header=\"WATCH THE ON-DEMAND RECORDING\" cta_button=\"Watch Now!\" cms_hold=\"RG\" cid_id=\"7011T000001l13ZQAQ\"]\r\nMeet the Speakers\r\n\r\nVince Mendoza\r\nPrincipal Solution Consultant\r\nGenesys\r\n\r\nBobbi Chester\r\nSenior Director Product Marketing\r\nGenesys\r\n\r\nAbi Chandra\r\nCloud Evangelist\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Demo,Genesys Cloud,genesys cloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/see-genesys-cloud-in-action-simplicity-from-the-start-day-one-with-genesys-cloud?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Demo Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">See Genesys Cloud in action &#8211; Simplicity from the start: Day one with Genesys Cloud<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nMonthly Demo\r\n\r\nSimplicity from the start: Day one with Genesys Cloud\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]Making people happy should be easy. And with Genesys Cloud, it is. But don\u2019t take our word for it. Join this product demo to see what day one with Genesys Cloud looks like.\r\n\r\n \tSee how easy it is to use real-time analytics to manage queues, coach employees and drive better results.\r\n \tLearn how administrators can simplify tasks, like scheduling, script creation and more.\r\n \tExplore the ease in which agents can request schedule changes, see performance metrics and manages all channels from a single screen.\r\n\r\nMake it easy to delight your customers from the start with the all-in-one solution from Genesys.[mktoform form_type=\"hot\" cta_header=\"WATCH THE ON-DEMAND RECORDING\" cta_button=\"Watch Now!\" cms_hold=\"RG\" cid_id=\"7011T000001l0jyQAA\"]\r\nMeet the Speaker\r\n\r\nBrad Forsythe\r\nSenior Strategic Sales Consultant\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Genesys AI,Genesys Cloud,genesys cloud cx,Genesys Engage,genesys multicloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/connect-the-dots-with-genesys-and-adobe?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Connect the dots with Genesys and Adobe<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nDemo Webinar\r\n\r\nConnect the dots with Genesys and Adobe\r\n\r\nFeaturing guest speakers from Adobe and IDC\r\n\r\nBreak down the data silos between sales, marketing and service for more connected customer experiences\r\n[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.\r\n\r\nThis 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.\r\n\r\nJoin IDC, Adobe and Genesys in this live webinar to learn how to:\r\n\r\n \tManage the rise of digital-first customer expectations\r\n \tEliminate data silos by integrating Genesys Cloud and Adobe Experience Platform\r\n \tTurn data into actionable insights that deliver results\r\n \tEnable more intelligent, individualized customer interactions\r\n\r\n[cutoff co_thick=\"2px\"]1\r\n00:00:06,720 --&gt; 00:00:10,340\r\nGood morning, evening and afternoon everyone, this is Josh Reed from\r\n\r\n2\r\n00:00:10,340 --&gt; 00:00:12,780\r\nthe digital events team here at Genesys. And let me\r\n\r\n3\r\n00:00:12,780 --&gt; 00:00:16,610\r\nbe the first to say welcome to our live demonstration\r\n\r\n4\r\n00:00:16,610 --&gt; 00:00:20,990\r\ntoday, \" Connect the Dots with Genesys and Adobe.\" As I\r\n\r\n5\r\n00:00:20,990 --&gt; 00:00:22,850\r\nalways do, I'm going to keep it short and sweet,\r\n\r\n6\r\n00:00:22,850 --&gt; 00:00:25,090\r\nbut I do have just a couple housekeeping items to go\r\n\r\n7\r\n00:00:25,090 --&gt; 00:00:27,880\r\nthrough before we get started today. So first off, if you\r\n\r\n8\r\n00:00:27,880 --&gt; 00:00:30,990\r\nexperience any problems viewing or listening to today's demo, do\r\n\r\n9\r\n00:00:30,990 --&gt; 00:00:32,830\r\nme a favor and just do a quick refresh on\r\n\r\n10\r\n00:00:32,830 --&gt; 00:00:35,610\r\nyour browser and maybe switch over to something like Chrome\r\n\r\n11\r\n00:00:35,610 --&gt; 00:00:38,130\r\nor Firefox as well, as these are the best browsers\r\n\r\n12\r\n00:00:38,130 --&gt; 00:00:41,460\r\nthat support the webcast platform. You also have the ability\r\n\r\n13\r\n00:00:41,460 --&gt; 00:00:44,110\r\nto enlarge the slide window and the video window by\r\n\r\n14\r\n00:00:44,110 --&gt; 00:00:47,510\r\ndragging any of the corners of said windows, and you\r\n\r\n15\r\n00:00:47,510 --&gt; 00:00:51,540\r\ncan adjust those throughout the presentation. And also note that\r\n\r\n16\r\n00:00:51,540 --&gt; 00:00:54,640\r\nthis webcast is designed to be an interactive experience between\r\n\r\n17\r\n00:00:54,640 --&gt; 00:00:56,960\r\nyou and our presenters today. So first off, if you\r\n\r\n18\r\n00:00:56,960 --&gt; 00:00:59,580\r\nhave any questions throughout the presentation, throw those into the\r\n\r\n19\r\n00:00:59,580 --&gt; 00:01:03,560\r\nQ&amp; A window below the slide window. Now, we will\r\n\r\n20\r\n00:01:03,560 --&gt; 00:01:05,470\r\nhave a live Q&amp; A at the end of the\r\n\r\n21\r\n00:01:05,470 --&gt; 00:01:08,450\r\npresentation today but sometimes time gets away from us. So,\r\n\r\n22\r\n00:01:08,660 --&gt; 00:01:10,810\r\nif that does happen, what we'll do is we'll follow\r\n\r\n23\r\n00:01:10,810 --&gt; 00:01:13,150\r\nup with you via email in a few business days.\r\n\r\n24\r\n00:01:14,910 --&gt; 00:01:17,330\r\nAnd also note that this is being recorded, so if\r\n\r\n25\r\n00:01:17,330 --&gt; 00:01:20,630\r\nyou miss anything throughout today's presentation, don't fret. You'll receive\r\n\r\n26\r\n00:01:20,630 --&gt; 00:01:23,630\r\na link to the recording from ON24 within the next\r\n\r\n27\r\n00:01:23,630 --&gt; 00:01:26,360\r\nfew business days, and that will have full playback capabilities.\r\n\r\n28\r\n00:01:28,220 --&gt; 00:01:30,540\r\nI also encourage you to check out the resource box\r\n\r\n29\r\n00:01:30,540 --&gt; 00:01:33,330\r\nbelow the slides as well. Clicking through won't take you\r\n\r\n30\r\n00:01:33,330 --&gt; 00:01:34,900\r\naway, they'll just open up in a new tab in\r\n\r\n31\r\n00:01:34,900 --&gt; 00:01:39,770\r\nyour browser. But these resources expand on today's topic. And\r\n\r\n32\r\n00:01:39,770 --&gt; 00:01:42,540\r\nlastly, we welcome and appreciate your feedback, so you'll have\r\n\r\n33\r\n00:01:42,540 --&gt; 00:01:44,730\r\nthe opportunity to fill out a short survey that's going\r\n\r\n34\r\n00:01:44,730 --&gt; 00:01:47,150\r\nto show up at the end of today's presentation. You\r\n\r\n35\r\n00:01:47,150 --&gt; 00:01:49,390\r\ncan also click on the last icon below in that\r\n\r\n36\r\n00:01:49,390 --&gt; 00:01:51,290\r\nsurvey widget if you want to knock it out early,\r\n\r\n37\r\n00:01:51,430 --&gt; 00:01:53,930\r\nbut we tailor these presentations to exactly what you want\r\n\r\n38\r\n00:01:53,930 --&gt; 00:01:55,670\r\nto learn more about, so I encourage you to go\r\n\r\n39\r\n00:01:55,670 --&gt; 00:01:57,850\r\nahead and check that out whenever you get a chance\r\n\r\n40\r\n00:01:57,850 --&gt; 00:02:02,080\r\nthroughout today's presentation. And like I said, short and sweet.\r\n\r\n41\r\n00:02:02,350 --&gt; 00:02:05,340\r\nSo, today we have three excellent presenters excited to discuss\r\n\r\n42\r\n00:02:05,340 --&gt; 00:02:08,550\r\nhow to manage the rise of digital first customer expectations,\r\n\r\n43\r\n00:02:08,900 --&gt; 00:02:12,730\r\neliminate data silos by integrating Genesys Cloud and Adobe Experience\r\n\r\n44\r\n00:02:12,730 --&gt; 00:02:17,660\r\nplatforms, turn data into actionable insights that deliver results and\r\n\r\n45\r\n00:02:17,660 --&gt; 00:02:22,850\r\nenable more intelligent, individualized customer interactions. I'm happy to introduce\r\n\r\n46\r\n00:02:22,850 --&gt; 00:02:25,600\r\nyou all to Alan Webber, the program vice president of\r\n\r\n47\r\n00:02:25,600 --&gt; 00:02:29,610\r\ncustomer experience at IDC. We have Sridhar Jayakumar, the principal\r\n\r\n48\r\n00:02:29,610 --&gt; 00:02:32,850\r\nproduct manager at Adobe. And finally, we have Dan Arra,\r\n\r\n49\r\n00:02:32,900 --&gt; 00:02:36,150\r\nthe vice president of sales for Genesys AI. So with\r\n\r\n50\r\n00:02:36,150 --&gt; 00:02:37,840\r\nthat being said, I'm going to hand things off to\r\n\r\n51\r\n00:02:37,840 --&gt; 00:02:42,550\r\nour first presenter today. Alan, the floor is yours. Thank\r\n\r\n52\r\n00:02:42,550 --&gt; 00:02:45,920\r\nyou so much, and thank you everybody for joining us. Man, 2020, what a\r\n\r\n53\r\n00:02:45,920 --&gt; 00:02:49,010\r\nyear. Wasn't quite what we were expecting going into it,\r\n\r\n54\r\n00:02:49,010 --&gt; 00:02:50,580\r\nbut now that we're through it and we're on to\r\n\r\n55\r\n00:02:50,580 --&gt; 00:02:53,880\r\nthe next one, 2021, let's talk a little bit about what it\r\n\r\n56\r\n00:02:53,880 --&gt; 00:02:57,110\r\nmeans to be a post- COVID customer and how companies\r\n\r\n57\r\n00:02:57,110 --&gt; 00:03:00,180\r\nare driving empathy at scale. But to start with, I'd\r\n\r\n58\r\n00:03:00,180 --&gt; 00:03:02,180\r\nlike to start with a little survey, if you don't\r\n\r\n59\r\n00:03:02,180 --&gt; 00:03:05,420\r\nmind. And if you can go ahead and answer these\r\n\r\n60\r\n00:03:05,420 --&gt; 00:03:08,260\r\nquestion, the question we have up in the window. What\r\n\r\n61\r\n00:03:08,260 --&gt; 00:03:10,850\r\nare the biggest changes you've seen over the past year\r\n\r\n62\r\n00:03:10,850 --&gt; 00:03:14,650\r\nthat are driving digital transformation? And please select all that\r\n\r\n63\r\n00:03:14,650 --&gt; 00:03:18,700\r\napply. One, need to reassure customers they can reach you\r\n\r\n64\r\n00:03:18,700 --&gt; 00:03:25,490\r\nwhenever needed. Two, increase interaction volume, more calls, chats, SMS,\r\n\r\n65\r\n00:03:25,490 --&gt; 00:03:31,080\r\nmessages. Three, higher customer expectations to show me that me.\r\n\r\n66\r\n00:03:31,930 --&gt; 00:03:36,260\r\nFour, demographic change mix over different channels. And five, all\r\n\r\n67\r\n00:03:36,260 --&gt; 00:03:38,750\r\nof the above. Go ahead and give you just a\r\n\r\n68\r\n00:03:38,750 --&gt; 00:03:41,260\r\nsecond to go ahead and answer that question for us,\r\n\r\n69\r\n00:03:41,260 --&gt; 00:03:58,210\r\nif you would please. Okay, let's see what the results\r\n\r\n70\r\n00:03:58,210 --&gt; 00:04:03,400\r\nare showing. So, the number one, as we probably would\r\n\r\n71\r\n00:04:03,400 --&gt; 00:04:07,570\r\nhave expected, at 43 1\/2% was all of the above.\r\n\r\n72\r\n00:04:08,600 --&gt; 00:04:11,660\r\nThe second largest was increased interaction volume. More calls, more\r\n\r\n73\r\n00:04:11,660 --&gt; 00:04:16,330\r\nchats, SMS, and messages. Third was demographic change mix over\r\n\r\n74\r\n00:04:16,330 --&gt; 00:04:20,190\r\nchannels. And fourth was need to reassure customers they can\r\n\r\n75\r\n00:04:20,190 --&gt; 00:04:22,940\r\nreach you whenever needed. And lastly was the higher customer\r\n\r\n76\r\n00:04:22,940 --&gt; 00:04:28,070\r\nexpectation. And that actually leads real well into what my\r\n\r\n77\r\n00:04:28,070 --&gt; 00:04:32,660\r\npresentation is about and where things are going. with the\r\n\r\n78\r\n00:04:32,660 --&gt; 00:04:36,230\r\npandemic there were a number of effects that changed, a\r\n\r\n79\r\n00:04:36,230 --&gt; 00:04:39,580\r\nnumber of things that affected the consumer and the customer.\r\n\r\n80\r\n00:04:40,360 --&gt; 00:04:44,100\r\nIt created unique situations for some industries, such as retail,\r\n\r\n81\r\n00:04:44,330 --&gt; 00:04:47,470\r\nhealthcare, and look at hospitality. And before we got on\r\n\r\n82\r\n00:04:47,470 --&gt; 00:04:49,700\r\nthe call we were talking a little bit about travel.\r\n\r\n83\r\n00:04:49,960 --&gt; 00:04:52,650\r\nThe airlines have really had to change what's going on. It has\r\n\r\n84\r\n00:04:53,210 --&gt; 00:04:56,170\r\nforced them to rethink the way they use technology to\r\n\r\n85\r\n00:04:56,170 --&gt; 00:04:59,420\r\nengage with their customers. And what I want to highlight\r\n\r\n86\r\n00:04:59,420 --&gt; 00:05:01,880\r\nis some of the effects that we're seeing from COVID\r\n\r\n87\r\n00:05:01,880 --&gt; 00:05:07,500\r\nthat are happening already. There are three cracks in what\r\n\r\n88\r\n00:05:07,500 --&gt; 00:05:11,790\r\nwe call customer experience, specifically COVID cracks. And what we\r\n\r\n89\r\n00:05:11,790 --&gt; 00:05:15,450\r\nmean by that is that, with COVID we saw an acceleration\r\n\r\n90\r\n00:05:15,450 --&gt; 00:05:19,080\r\nin the digital transformation forced upon companies. They had to\r\n\r\n91\r\n00:05:19,080 --&gt; 00:05:22,170\r\ndigitally transform because they weren't ready for all of the\r\n\r\n92\r\n00:05:22,170 --&gt; 00:05:26,190\r\nimpacts that the pandemic would have on them. And so,\r\n\r\n93\r\n00:05:26,190 --&gt; 00:05:29,700\r\nthe three cracks, what we call, essentially exposing the digital\r\n\r\n94\r\n00:05:29,700 --&gt; 00:05:36,590\r\nunderbelly are contactless experiences, customer automation and self- service, and\r\n\r\n95\r\n00:05:36,590 --&gt; 00:05:38,770\r\napps become the interface. And we're going to start off\r\n\r\n96\r\n00:05:38,770 --&gt; 00:05:44,670\r\nwith the contactless experience. Basically what happened is, because of\r\n\r\n97\r\n00:05:45,010 --&gt; 00:05:48,050\r\nCOVID we went from an in- person, person- to- person\r\n\r\n98\r\n00:05:48,050 --&gt; 00:05:52,650\r\ntype of engagement and interaction to these contactless experiences. And\r\n\r\n99\r\n00:05:52,650 --&gt; 00:05:56,070\r\nit's everything from contactless product delivery, to payment, to product\r\n\r\n100\r\n00:05:56,070 --&gt; 00:05:59,450\r\npickup. All kinds of different things, and the whole reason\r\n\r\n101\r\n00:05:59,450 --&gt; 00:06:03,330\r\nbehind that was because it made consumers and customers feel\r\n\r\n102\r\n00:06:03,330 --&gt; 00:06:06,900\r\nsafer. Now, in my experience, one of the more interesting\r\n\r\n103\r\n00:06:06,900 --&gt; 00:06:10,040\r\nones to watch was Best Buy. Before, you used to\r\n\r\n104\r\n00:06:10,040 --&gt; 00:06:12,210\r\ngo into the showroom, you'd look around, there'd be stuff\r\n\r\n105\r\n00:06:12,210 --&gt; 00:06:14,580\r\nin there, lots of people in there looking at everything\r\n\r\n106\r\n00:06:14,580 --&gt; 00:06:18,330\r\nfrom refrigerators, to new iPhones, to new computers. In the\r\n\r\n107\r\n00:06:18,380 --&gt; 00:06:21,740\r\npandemic, actually Best Buy was well- positioned to deal with\r\n\r\n108\r\n00:06:21,740 --&gt; 00:06:25,180\r\nthis transformation, and just a few months in they'd already\r\n\r\n109\r\n00:06:25,180 --&gt; 00:06:28,150\r\nswitched over to the ability to do curbside pickup, order\r\n\r\n110\r\n00:06:28,150 --&gt; 00:06:31,840\r\nonline, look into their supply chain. What we found is\r\n\r\n111\r\n00:06:32,010 --&gt; 00:06:37,870\r\nthat, with customers, 38% of them said during our surveys\r\n\r\n112\r\n00:06:38,180 --&gt; 00:06:44,890\r\nthat contactless experiences make them feel a lot safer, or\r\n\r\n113\r\n00:06:44,890 --&gt; 00:06:50,700\r\nmuch safer. What kind of contactless experiences? Specifically, contactless product\r\n\r\n114\r\n00:06:50,700 --&gt; 00:06:54,920\r\ndelivery. That was the most preferred contactless approach. So everything\r\n\r\n115\r\n00:06:54,920 --&gt; 00:06:58,930\r\nfrom DoorDash to something coming from Amazon. But right up\r\n\r\n116\r\n00:06:58,930 --&gt; 00:07:03,330\r\nthere was contactless payment, product pick up, check- in, customer\r\n\r\n117\r\n00:07:03,330 --&gt; 00:07:06,970\r\nservice, and no- signature checkout. But that was just the\r\n\r\n118\r\n00:07:06,970 --&gt; 00:07:09,530\r\nstart. That was just the first crack that we saw.\r\n\r\n119\r\n00:07:10,810 --&gt; 00:07:14,040\r\nBut how does this actually manifest in the world it\r\n\r\n120\r\n00:07:14,040 --&gt; 00:07:16,850\r\nis that we're dealing with today? And probably the best\r\n\r\n121\r\n00:07:16,850 --&gt; 00:07:19,300\r\nexample we have out there is actually grocery pick up.\r\n\r\n122\r\n00:07:21,380 --&gt; 00:07:26,810\r\n30. 5, almost 31% of consumers said they would like\r\n\r\n123\r\n00:07:26,810 --&gt; 00:07:33,130\r\ncurbside pick up to continue. Not really unexpected because by\r\n\r\n124\r\n00:07:33,140 --&gt; 00:07:38,110\r\n2023, IDC expects 75% of grocery e- commerce orders will be\r\n\r\n125\r\n00:07:38,110 --&gt; 00:07:41,290\r\npicked up curbside or in- store at a special type\r\n\r\n126\r\n00:07:41,290 --&gt; 00:07:45,550\r\nof kiosk, driving a 35% increase in investment in on-\r\n\r\n127\r\n00:07:45,550 --&gt; 00:07:49,330\r\nsite or nearby micro- fulfillment centers to meet that need\r\n\r\n128\r\n00:07:49,380 --&gt; 00:07:54,120\r\nof the customer. We talked a little bit about contactless\r\n\r\n129\r\n00:07:54,120 --&gt; 00:07:58,650\r\nexperience, what's the next one? Well, that's customer automation and\r\n\r\n130\r\n00:07:58,650 --&gt; 00:08:01,610\r\nself- service. That's one of the things that grew fairly\r\n\r\n131\r\n00:08:01,610 --&gt; 00:08:06,340\r\nquickly during the whole pandemic, is customer automation and self-\r\n\r\n132\r\n00:08:06,350 --&gt; 00:08:09,450\r\nservice. How do customers take care of things themselves? How\r\n\r\n133\r\n00:08:09,450 --&gt; 00:08:12,170\r\ndo they actually, instead of going into a store or\r\n\r\n134\r\n00:08:12,170 --&gt; 00:08:14,730\r\ngoing into a location somewhere, how are they able to\r\n\r\n135\r\n00:08:14,730 --&gt; 00:08:21,370\r\ndo it digitally, online, and move that forward? And so,\r\n\r\n136\r\n00:08:21,370 --&gt; 00:08:25,370\r\nwhat we found is that, during COVID- 19 and the\r\n\r\n137\r\n00:08:25,370 --&gt; 00:08:28,770\r\npandemic, there were a lot of increases in adoption around\r\n\r\n138\r\n00:08:28,770 --&gt; 00:08:33,190\r\nthe usage and adoption of automated self- service technologies. So\r\n\r\n139\r\n00:08:33,190 --&gt; 00:08:36,650\r\nfor example, the use of telemedicine, first- time use of\r\n\r\n140\r\n00:08:36,960 --&gt; 00:08:43,190\r\ntelemedicine, was up 28. 2%. Video calls, Zoom calls, Teams\r\n\r\n141\r\n00:08:43,190 --&gt; 00:08:48,470\r\ncalls, WebEx calls went up 26.2%. Mobile ordering went up\r\n\r\n142\r\n00:08:48,510 --&gt; 00:08:52,700\r\n20. 5%, people actually ordering things on their phone. Everything\r\n\r\n143\r\n00:08:52,700 --&gt; 00:08:56,970\r\nfrom Amazon to, say Chipotle or Chic- Fil-A. But that\r\n\r\n144\r\n00:08:56,970 --&gt; 00:09:01,420\r\nwasn't just it. What's also increased is that push towards\r\n\r\n145\r\n00:09:01,420 --&gt; 00:09:06,630\r\nmobile apps and how we do automated and self- service\r\n\r\n146\r\n00:09:06,680 --&gt; 00:09:11,530\r\nthrough mobile apps. In fact, mobile applications, their usage of\r\n\r\n147\r\n00:09:11,530 --&gt; 00:09:16,360\r\nby consumers and customers went up almost 36%. Mobile ordering\r\n\r\n148\r\n00:09:16,360 --&gt; 00:09:21,790\r\nwas up 27. 5% previously. Mobile payments, and this is\r\n\r\n149\r\n00:09:21,790 --&gt; 00:09:25,540\r\none of the really interesting ones, between that and alternative payments, mobile\r\n\r\n150\r\n00:09:25,630 --&gt; 00:09:30,000\r\npayments was up 18%. Alternative payments, using things like PayPal,\r\n\r\n151\r\n00:09:30,000 --&gt; 00:09:35,990\r\nVenmo, things like that, was up almost 23%. So first\r\n\r\n152\r\n00:09:35,990 --&gt; 00:09:39,500\r\nof all, we saw the digital transformation around contactless experiences.\r\n\r\n153\r\n00:09:39,630 --&gt; 00:09:42,750\r\nAnd then we see this move into customer support and\r\n\r\n154\r\n00:09:42,750 --&gt; 00:09:45,880\r\nself- service, all being automated and again, in a lot\r\n\r\n155\r\n00:09:45,880 --&gt; 00:09:50,550\r\nof ways, contactless. So how has this manifested out into\r\n\r\n156\r\n00:09:50,550 --&gt; 00:09:54,720\r\nthe world? Well specifically when you talk about telemedicine, this\r\n\r\n157\r\n00:09:54,720 --&gt; 00:09:57,130\r\nis probably one of the biggest changes because with healthcare,\r\n\r\n158\r\n00:09:57,410 --&gt; 00:09:59,910\r\na lot of that is that personal interaction back and\r\n\r\n159\r\n00:09:59,910 --&gt; 00:10:04,360\r\nforth with the doctor or other healthcare provider, and IDC\r\n\r\n160\r\n00:10:04,360 --&gt; 00:10:09,100\r\nbelieves that telemedicine is here to stay just because it's\r\n\r\n161\r\n00:10:09,100 --&gt; 00:10:11,700\r\na simpler and easier way to interact and engage with\r\n\r\n162\r\n00:10:11,700 --&gt; 00:10:16,080\r\nyour healthcare providers. For example, one of my children goes\r\n\r\n163\r\n00:10:16,080 --&gt; 00:10:18,640\r\nand sees a speech therapist and it used to be\r\n\r\n164\r\n00:10:18,640 --&gt; 00:10:23,160\r\nthis was all done in person. Now what happens is\r\n\r\n165\r\n00:10:23,160 --&gt; 00:10:26,390\r\nthat he has a weekly appointment with his speech therapist\r\n\r\n166\r\n00:10:26,570 --&gt; 00:10:29,830\r\nthrough Zoom and they're able to interact and engage, and the\r\n\r\n167\r\n00:10:29,830 --&gt; 00:10:31,630\r\naudio and the video is good enough that they can\r\n\r\n168\r\n00:10:31,630 --&gt; 00:10:35,050\r\nactually make those necessary changes and teach him what it\r\n\r\n169\r\n00:10:35,050 --&gt; 00:10:38,590\r\nis he needs to adapt to his speech therapy. So,\r\n\r\n170\r\n00:10:38,780 --&gt; 00:10:40,880\r\ntelemedicine is one of those things that are here to\r\n\r\n171\r\n00:10:41,750 --&gt; 00:10:46,010\r\nstay, and IDC believes by 2023, providers and life science companies\r\n\r\n172\r\n00:10:46,010 --&gt; 00:10:51,740\r\nwill increase spending by 70% on health technologies, specifically those\r\n\r\n173\r\n00:10:51,740 --&gt; 00:10:55,600\r\nhealth telemedicine type technologies. So we continue to move that\r\n\r\n174\r\n00:10:55,790 --&gt; 00:11:01,470\r\nforward. Now we've talked about contactless experiences, we've talked about\r\n\r\n175\r\n00:11:01,470 --&gt; 00:11:06,130\r\nthe consumer automation. Lastly, it's really the applications become the\r\n\r\n176\r\n00:11:06,190 --&gt; 00:11:09,170\r\nprimary interface for how we interact and engage with the\r\n\r\n177\r\n00:11:09,170 --&gt; 00:11:14,820\r\nworld. With COVID- 19, it introduced a whole lot of new\r\n\r\n178\r\n00:11:14,820 --&gt; 00:11:17,150\r\ntask apps that we've never had on our phones before.\r\n\r\n179\r\n00:11:17,330 --&gt; 00:11:20,290\r\nWe're used to having things like email, we're used to\r\n\r\n180\r\n00:11:20,290 --&gt; 00:11:25,690\r\nhaving maybe FaceTime. Maybe you're checking Facebook or doing doomscrolling\r\n\r\n181\r\n00:11:25,740 --&gt; 00:11:29,970\r\non TikTok or maybe Instagram. But the fact of the\r\n\r\n182\r\n00:11:29,970 --&gt; 00:11:32,330\r\nmatter is that we have a lot of new apps\r\n\r\n183\r\n00:11:32,330 --&gt; 00:11:36,130\r\nthat were task- oriented that were introduced during COVID- 19.\r\n\r\n184\r\n00:11:36,510 --&gt; 00:11:39,350\r\nProbably the biggest one introduced, obviously, was the COVID incident\r\n\r\n185\r\n00:11:39,350 --&gt; 00:11:43,410\r\nmanagement applications and symptom tracking. But the fascinating thing is,\r\n\r\n186\r\n00:11:43,410 --&gt; 00:11:45,810\r\nas we get through the pandemic, those are going to\r\n\r\n187\r\n00:11:45,810 --&gt; 00:11:48,420\r\ndrop away but what's going to stay in place? The\r\n\r\n188\r\n00:11:48,420 --&gt; 00:11:53,840\r\nworkplace safety applications, the curbside pickup applications, and the office\r\n\r\n189\r\n00:11:53,840 --&gt; 00:11:57,420\r\nspace utilization applications. You're going to see a whole lot\r\n\r\n190\r\n00:11:57,420 --&gt; 00:12:00,540\r\nmore new applications that lay out how it is we\r\n\r\n191\r\n00:12:00,550 --&gt; 00:12:04,640\r\ninteract and engage, both with other employees and with customers\r\n\r\n192\r\n00:12:04,690 --&gt; 00:12:07,840\r\nand consumers as they're out there. So this is the\r\n\r\n193\r\n00:12:07,840 --&gt; 00:12:10,040\r\nnew world that we're dealing with. A lot of this\r\n\r\n194\r\n00:12:10,040 --&gt; 00:12:15,400\r\nis going to be happening through those mobile devices. In\r\n\r\n195\r\n00:12:15,400 --&gt; 00:12:18,420\r\nfact, probably one of the best examples that I can give\r\n\r\n196\r\n00:12:18,420 --&gt; 00:12:22,310\r\nduring this whole process was the whole food delivery. One\r\n\r\n197\r\n00:12:22,310 --&gt; 00:12:25,470\r\nof the fabulous things about being home now, when I\r\n\r\n198\r\n00:12:25,470 --&gt; 00:12:26,850\r\nused to travel so much, is that I had a\r\n\r\n199\r\n00:12:26,850 --&gt; 00:12:31,560\r\nnumber of dollars stashed up in Uber Cash. And so,\r\n\r\n200\r\n00:12:31,560 --&gt; 00:12:33,590\r\nit was fun when my kids were home from school\r\n\r\n201\r\n00:12:33,590 --&gt; 00:12:35,080\r\nthat they would come in and they would say, \" Okay,\r\n\r\n202\r\n00:12:35,080 --&gt; 00:12:38,530\r\nhe Dad, can we order Uber Eats using the money\r\n\r\n203\r\n00:12:38,530 --&gt; 00:12:41,400\r\nyou have on your Uber app?\" And that was kind\r\n\r\n204\r\n00:12:41,400 --&gt; 00:12:43,270\r\nof cool for a couple of times. After the third\r\n\r\n205\r\n00:12:43,270 --&gt; 00:12:45,020\r\ntime, it's like, \" No, you can go downstairs and make\r\n\r\n206\r\n00:12:45,020 --&gt; 00:12:47,460\r\nyourself a PB&amp; J. But the fact of the matter\r\n\r\n207\r\n00:12:47,460 --&gt; 00:12:50,930\r\nis that food delivery is not going away. It's something\r\n\r\n208\r\n00:12:51,140 --&gt; 00:12:55,130\r\nto stay. And it's going to increase for restaurants and\r\n\r\n209\r\n00:12:55,130 --&gt; 00:12:58,120\r\neats into their profits just as a way to be\r\n\r\n210\r\n00:12:58,120 --&gt; 00:13:02,750\r\nable to survive. 31% of consumers would like home delivery\r\n\r\n211\r\n00:13:02,750 --&gt; 00:13:06,470\r\nof goods to continue. And honestly, I think this is\r\n\r\n212\r\n00:13:06,470 --&gt; 00:13:08,390\r\ngoing to grow. I don't know how many of you\r\n\r\n213\r\n00:13:08,390 --&gt; 00:13:10,730\r\nremember the old Peapod and places like that where they\r\n\r\n214\r\n00:13:10,730 --&gt; 00:13:14,170\r\nwould actually deliver groceries. This is going to grow even\r\n\r\n215\r\n00:13:14,170 --&gt; 00:13:18,830\r\nmore. In fact, IDC believes by 2023, 30% of restaurants\r\n\r\n216\r\n00:13:18,830 --&gt; 00:13:23,440\r\nusing third party delivery platforms will deploy native delivery options\r\n\r\n217\r\n00:13:23,440 --&gt; 00:13:25,640\r\nto eliminate that third party feed because they want to\r\n\r\n218\r\n00:13:25,640 --&gt; 00:13:28,460\r\nretain that money. What that means is that they're using\r\n\r\n219\r\n00:13:28,460 --&gt; 00:13:32,700\r\ntechnology to continue to build up their baseline revenue in\r\n\r\n220\r\n00:13:32,700 --&gt; 00:13:34,590\r\nthis new type of world it is that we're dealing\r\n\r\n221\r\n00:13:34,590 --&gt; 00:13:39,660\r\nwith. So, if you work in technology, if you're CIO,\r\n\r\n222\r\n00:13:39,660 --&gt; 00:13:44,400\r\na CTO, a CMO, what does this mean for you? Well, here's\r\n\r\n223\r\n00:13:44,400 --&gt; 00:13:48,650\r\nwhat it means for you. CX is now becoming urgent\r\n\r\n224\r\n00:13:48,660 --&gt; 00:13:52,290\r\nfor the C- Suite. IDC does a lot of research,\r\n\r\n225\r\n00:13:52,290 --&gt; 00:13:55,760\r\nwe take a lot of surveys, and back in January\r\n\r\n226\r\n00:13:56,490 --&gt; 00:14:00,160\r\nor February we surveyed what we call our future enterprise\r\n\r\n227\r\n00:14:00,160 --&gt; 00:14:05,010\r\nsurvey. And we had CxO type officers outline where the\r\n\r\n228\r\n00:14:05,190 --&gt; 00:14:08,390\r\nprimary priorities were for the C- Suite in their companies.\r\n\r\n229\r\n00:14:09,040 --&gt; 00:14:12,940\r\nAnd customer experience was down number eight because there's so\r\n\r\n230\r\n00:14:12,940 --&gt; 00:14:15,820\r\nmany other things that are going on out there. And\r\n\r\n231\r\n00:14:16,140 --&gt; 00:14:19,240\r\nmost companies honestly believe that they can always find another\r\n\r\n232\r\n00:14:19,240 --&gt; 00:14:23,740\r\ncustomer. What we found is that with the pandemic, customer\r\n\r\n233\r\n00:14:23,740 --&gt; 00:14:27,220\r\nexperience went from number eight to number two, and it\r\n\r\n234\r\n00:14:27,770 --&gt; 00:14:30,660\r\nremained in one of the top three slots every month\r\n\r\n235\r\n00:14:30,660 --&gt; 00:14:34,040\r\nfor the rest of the year. This is where the\r\n\r\n236\r\n00:14:34,040 --&gt; 00:14:38,890\r\npriority was. Customer experience become a top priority because companies\r\n\r\n237\r\n00:14:38,890 --&gt; 00:14:42,810\r\nrealize that without a customer, they didn't have a company.\r\n\r\n238\r\n00:14:44,540 --&gt; 00:14:48,020\r\nSo what are the challenges to driving a differentiated experience?\r\n\r\n239\r\n00:14:49,950 --&gt; 00:14:52,790\r\nAgain, from our survey, the biggest challenge out there is\r\n\r\n240\r\n00:14:52,790 --&gt; 00:14:55,610\r\nthat cross- channel experience. How do you move from a\r\n\r\n241\r\n00:14:55,610 --&gt; 00:14:58,080\r\nmobile device to a website to an in- person, and\r\n\r\n242\r\n00:14:58,080 --&gt; 00:15:01,660\r\nmaybe back to a mobile device? 69% of our respondents\r\n\r\n243\r\n00:15:01,660 --&gt; 00:15:04,330\r\nsaid that was the number- one thing they were challenged\r\n\r\n244\r\n00:15:04,330 --&gt; 00:15:07,600\r\nwith. The number two was how do you switch, in\r\n\r\n245\r\n00:15:07,600 --&gt; 00:15:11,610\r\na pandemic environment, into a customer- centric organization? What does\r\n\r\n246\r\n00:15:11,610 --&gt; 00:15:15,330\r\nit take and how do you move that forward? Third\r\n\r\n247\r\n00:15:15,330 --&gt; 00:15:20,410\r\nwas tying that improvement in customer experience to revenue, and\r\n\r\n248\r\n00:15:20,410 --&gt; 00:15:24,480\r\nthat's absolutely critical because if you can't prove the revenue,\r\n\r\n249\r\n00:15:24,750 --&gt; 00:15:28,470\r\nthen you can't prove the value of the experience. And\r\n\r\n250\r\n00:15:28,470 --&gt; 00:15:30,750\r\nthe last one, all the way down at 38% was\r\n\r\n251\r\n00:15:30,750 --&gt; 00:15:33,420\r\nintegrated the customer data. Now I'll just tell you from\r\n\r\n252\r\n00:15:33,420 --&gt; 00:15:35,640\r\nexperience, you're going to see this one rise because this\r\n\r\n253\r\n00:15:35,640 --&gt; 00:15:38,860\r\nis the lifeblood of customer experience. If you look at\r\n\r\n254\r\n00:15:38,860 --&gt; 00:15:42,180\r\nthe work that Genesys and Adobe do, this is really\r\n\r\n255\r\n00:15:42,180 --&gt; 00:15:45,850\r\nthe lifeblood. The customer data, moving that customer data around\r\n\r\n256\r\n00:15:46,090 --&gt; 00:15:48,510\r\nand being able to drive all of the intelligence and\r\n\r\n257\r\n00:15:48,510 --&gt; 00:15:52,050\r\nanalytics, and therefore the better experience that they're able to\r\n\r\n258\r\n00:15:52,050 --&gt; 00:15:55,610\r\nprovide. So, when you think about where this goes in\r\n\r\n259\r\n00:15:55,610 --&gt; 00:15:58,920\r\nthe future, think about starting with the customer at the\r\n\r\n260\r\n00:15:58,920 --&gt; 00:16:01,660\r\ncenter. This is where the future is going to be\r\n\r\n261\r\n00:16:01,660 --&gt; 00:16:04,070\r\nand this is how companies like Adobe and Genesys are\r\n\r\n262\r\n00:16:04,070 --&gt; 00:16:06,900\r\npulling this together. Customers at the center, and they want\r\n\r\n263\r\n00:16:06,900 --&gt; 00:16:09,800\r\nfour things. They want a conversation with the brand, they\r\n\r\n264\r\n00:16:09,800 --&gt; 00:16:13,410\r\nwant a clear customer journey, they want a good experience,\r\n\r\n265\r\n00:16:13,450 --&gt; 00:16:16,190\r\nand they want satisfaction and being able to express that\r\n\r\n266\r\n00:16:16,190 --&gt; 00:16:19,880\r\nsatisfaction. So really, what it comes down to is an\r\n\r\n267\r\n00:16:19,880 --&gt; 00:16:24,160\r\nempathetic relationship between customers and brands built upon what the\r\n\r\n268\r\n00:16:24,160 --&gt; 00:16:27,570\r\ncustomer wants and how they want to be treated. But\r\n\r\n269\r\n00:16:27,570 --&gt; 00:16:31,420\r\nthat's just the beginning because this all happens through this\r\n\r\n270\r\n00:16:31,420 --&gt; 00:16:36,780\r\nlens of technology. And it's this technology around awareness, engaging,\r\n\r\n271\r\n00:16:37,080 --&gt; 00:16:42,210\r\nlearning and measuring. Every customer engagement now happens through a\r\n\r\n272\r\n00:16:42,210 --&gt; 00:16:47,590\r\nlens of technology, and that's the critical piece here. Lastly,\r\n\r\n273\r\n00:16:48,990 --&gt; 00:16:52,260\r\nyou've got the customer, you've got the technology. It has\r\n\r\n274\r\n00:16:52,260 --&gt; 00:16:57,400\r\nto drive business outcomes that drives empathy at scale. That's\r\n\r\n275\r\n00:16:57,400 --&gt; 00:17:00,810\r\nreally where the future is now, is empathy at scale.\r\n\r\n276\r\n00:17:00,870 --&gt; 00:17:02,860\r\nAnd that's what technology is driving, and that's what that\r\n\r\n277\r\n00:17:02,860 --&gt; 00:17:05,920\r\nrelationship with the customer is all about. So this is what\r\n\r\n278\r\n00:17:05,920 --&gt; 00:17:08,070\r\nI'd like to leave you with because this is what\r\n\r\n279\r\n00:17:08,070 --&gt; 00:17:13,290\r\nit means. The customer experience of today and tomorrow is\r\n\r\n280\r\n00:17:13,290 --&gt; 00:17:19,870\r\nall about awareness. It's about engagement. It's about learning. It's\r\n\r\n281\r\n00:17:19,870 --&gt; 00:17:25,140\r\nabout measurement. And it's about data. And these, together, are\r\n\r\n282\r\n00:17:25,150 --&gt; 00:17:28,570\r\nwhat drive empathy at scale, and all this happens through\r\n\r\n283\r\n00:17:28,570 --&gt; 00:17:31,750\r\nthe lens of technology. Now I'd like to turn it\r\n\r\n284\r\n00:17:31,750 --&gt; 00:17:34,760\r\nover to my colleagues and let them take this forward\r\n\r\n285\r\n00:17:34,760 --&gt; 00:17:39,310\r\nfrom here. Great. Thank you very much, Alan. A lot\r\n\r\n286\r\n00:17:39,310 --&gt; 00:17:42,640\r\nof good information. We'd like to learn a little bit\r\n\r\n287\r\n00:17:42,640 --&gt; 00:17:46,700\r\nmore about your specific CX challenges before Sridhar and I\r\n\r\n288\r\n00:17:46,960 --&gt; 00:17:52,950\r\nstart talking about the Adobe Genesys partnership and integrations. So\r\n\r\n289\r\n00:17:53,200 --&gt; 00:17:56,980\r\nwe have a question here and a few options. What\r\n\r\n290\r\n00:17:56,980 --&gt; 00:18:01,040\r\nare your CX challenges in the new digital world? One,\r\n\r\n291\r\n00:18:01,100 --&gt; 00:18:05,610\r\nimprove customer retention\/ loyalty, reduce churn. That's probably pretty important.\r\n\r\n292\r\n00:18:06,040 --&gt; 00:18:13,280\r\nPersonalize the experiences to impact very specific KPIs. CSAT, increase\r\n\r\n293\r\n00:18:13,280 --&gt; 00:18:17,130\r\nrevenue, increase lead velocity, and for those contact center people\r\n\r\n294\r\n00:18:17,130 --&gt; 00:18:20,920\r\nout there, first call resolution, average handle time. Are those\r\n\r\n295\r\n00:18:20,920 --&gt; 00:18:25,710\r\nimportant KPIs? Are you focused on reducing the call interaction\r\n\r\n296\r\n00:18:25,710 --&gt; 00:18:30,310\r\nvolume through automation, using bots or chats rather than calls?\r\n\r\n297\r\n00:18:31,030 --&gt; 00:18:33,920\r\nAnd do you have commitments to your customers, whether they're\r\n\r\n298\r\n00:18:33,920 --&gt; 00:18:39,130\r\ninternal within your organization or to external customers, to meet\r\n\r\n299\r\n00:18:39,130 --&gt; 00:18:44,070\r\nservice level agreements? So, let's take a look at the\r\n\r\n300\r\n00:18:44,120 --&gt; 00:18:54,030\r\nresults. So, reducing call interaction volume. That's pretty interesting, that's\r\n\r\n301\r\n00:18:55,060 --&gt; 00:18:58,900\r\nvery good. So, as Alan was describing, the increase of\r\n\r\n302\r\n00:18:59,270 --&gt; 00:19:02,950\r\nvolume of interactions going up, being able to handle those\r\n\r\n303\r\n00:19:03,010 --&gt; 00:19:12,860\r\nusing AI. And second, these KPI metrics or specific revenue\r\n\r\n304\r\n00:19:12,860 --&gt; 00:19:17,300\r\nand lead velocity metrics, they're pretty important as well. And\r\n\r\n305\r\n00:19:17,680 --&gt; 00:19:21,990\r\nreducing churn, increasing loyalty. And then finally, meeting your service\r\n\r\n306\r\n00:19:21,990 --&gt; 00:19:30,070\r\nlevel agreements. Great. All right, so as I mentioned, we're\r\n\r\n307\r\n00:19:30,070 --&gt; 00:19:35,200\r\nhere to talk about a new strategic partnership between Genesys\r\n\r\n308\r\n00:19:35,200 --&gt; 00:19:39,700\r\nand Adobe, a very exciting partnership. We'll describe what that\r\n\r\n309\r\n00:19:39,700 --&gt; 00:19:43,440\r\npartnership is, talk about the integrations between our two platforms,\r\n\r\n310\r\n00:19:43,690 --&gt; 00:19:46,720\r\nand then we're going to give you a demonstration that actually shows you\r\n\r\n311\r\n00:19:47,030 --&gt; 00:19:51,770\r\nhow we break down these silos between marketing, commerce, sales\r\n\r\n312\r\n00:19:51,770 --&gt; 00:19:56,150\r\nand service across the entire customer life cycle, customer journey,\r\n\r\n313\r\n00:19:56,660 --&gt; 00:20:00,620\r\nto utilize the data that exists, the behaviors that occur,\r\n\r\n314\r\n00:20:01,290 --&gt; 00:20:05,040\r\nso we can link the marketing profiles with contact history\r\n\r\n315\r\n00:20:05,480 --&gt; 00:20:10,980\r\nfor real- time engagement. And the goal is to allow\r\n\r\n316\r\n00:20:10,980 --&gt; 00:20:14,610\r\nyou to see and know more about your customers, personalize\r\n\r\n317\r\n00:20:14,610 --&gt; 00:20:18,950\r\nbetter, and engage smarter and faster to achieve some of\r\n\r\n318\r\n00:20:19,100 --&gt; 00:20:24,460\r\nthose KPIs that we were just talking about. And another\r\n\r\n319\r\n00:20:24,470 --&gt; 00:20:27,500\r\nway to look at this is we're leveraging each other's\r\n\r\n320\r\n00:20:27,500 --&gt; 00:20:33,250\r\nstrengths, Adobe and Genesys. Genesys is a contact center platform,\r\n\r\n321\r\n00:20:33,430 --&gt; 00:20:38,530\r\ncustomer experience platform, focused on real- time engagement. Most of\r\n\r\n322\r\n00:20:38,530 --&gt; 00:20:41,850\r\nthe engagement is one- to- one between an agent or\r\n\r\n323\r\n00:20:41,850 --&gt; 00:20:46,100\r\nan employee and a customer, and a marketing or digital\r\n\r\n324\r\n00:20:46,100 --&gt; 00:20:49,760\r\nexperience platform from Adobe, they're focused on communicating one- to-\r\n\r\n325\r\n00:20:49,760 --&gt; 00:20:55,120\r\nmany, as marketeers do. And we want to leverage the\r\n\r\n326\r\n00:20:55,120 --&gt; 00:20:58,020\r\ndata that exists in the contact center and all of\r\n\r\n327\r\n00:20:58,020 --&gt; 00:21:00,160\r\nthe other connection points that we have in the contact\r\n\r\n328\r\n00:21:00,160 --&gt; 00:21:05,840\r\ncenter, with the data and marketing technology stack that exists\r\n\r\n329\r\n00:21:06,180 --&gt; 00:21:10,920\r\nin the sales and marketing part of the organization to\r\n\r\n330\r\n00:21:11,030 --&gt; 00:21:16,960\r\ndevelop this single unified view so we have better conversations,\r\n\r\n331\r\n00:21:17,150 --&gt; 00:21:22,600\r\nas Alan was describing, clearer journeys, and good experiences for\r\n\r\n332\r\n00:21:22,600 --&gt; 00:21:25,970\r\nthe customer in context. So we're engaging at the right\r\n\r\n333\r\n00:21:25,970 --&gt; 00:21:29,930\r\nmoments with the right information to make the employees smarter,\r\n\r\n334\r\n00:21:30,090 --&gt; 00:21:34,060\r\nthe customers happier, and the outcomes better so that those\r\n\r\n335\r\n00:21:34,060 --&gt; 00:21:39,520\r\ncustomers are satisfied. So Alan was describing the trends that\r\n\r\n336\r\n00:21:39,800 --&gt; 00:21:42,650\r\nhe's seen in the COVID world. Let's hear a little\r\n\r\n337\r\n00:21:42,650 --&gt; 00:21:46,500\r\nbit from Sridhar about the trends that Adobe is seeing.\r\n\r\n338\r\n00:21:49,980 --&gt; 00:21:54,380\r\nSridhar? Thank you, Dan. And like Alan was pointing out,\r\n\r\n339\r\n00:21:54,530 --&gt; 00:21:58,620\r\nin this COVID and post- COVID era, with cashless payments\r\n\r\n340\r\n00:21:58,670 --&gt; 00:22:05,430\r\nor contactless experiences, one of the key motivators for customers and businesses,\r\n\r\n341\r\n00:22:06,370 --&gt; 00:22:09,470\r\nwe find ourselves to be in a very fortunate position\r\n\r\n342\r\n00:22:09,510 --&gt; 00:22:11,990\r\nto be the nexus of many of these micro trends.\r\n\r\n343\r\n00:22:12,300 --&gt; 00:22:14,010\r\nI'm not going to go through all of them but I'll\r\n\r\n344\r\n00:22:14,010 --&gt; 00:22:16,430\r\njust pick a few of them which actually might resonate\r\n\r\n345\r\n00:22:16,430 --&gt; 00:22:19,210\r\nwith you. The first one is, this is actually the\r\n\r\n346\r\n00:22:19,210 --&gt; 00:22:22,740\r\ngolden age of design and creativity. So design is actually\r\n\r\n347\r\n00:22:22,820 --&gt; 00:22:26,690\r\ncompetitive advantage for businesses, large and small. How they present\r\n\r\n348\r\n00:22:26,690 --&gt; 00:22:29,720\r\nthemselves, how they make things easier for customers to interact\r\n\r\n349\r\n00:22:29,720 --&gt; 00:22:32,880\r\nwith, as well as how they use technology as a\r\n\r\n350\r\n00:22:32,880 --&gt; 00:22:37,710\r\ncanvas for exploring new areas, whether it is voice, or\r\n\r\n351\r\n00:22:37,710 --&gt; 00:22:41,870\r\nVR, AR, or artificial intelligence, things like that. The second\r\n\r\n352\r\n00:22:41,870 --&gt; 00:22:46,770\r\none is, technology is actually reshaping productivity. So documents continue\r\n\r\n353\r\n00:22:47,030 --&gt; 00:22:49,750\r\nto still be the core of how people work, so if we look\r\n\r\n354\r\n00:22:49,750 --&gt; 00:22:53,510\r\nat realtors, if we look at any major business, they are moving\r\n\r\n355\r\n00:22:54,490 --&gt; 00:22:58,250\r\nnon- paper artifact whether it is using Adobe Sign or\r\n\r\n356\r\n00:22:58,250 --&gt; 00:23:03,110\r\nany other mechanism of creating via the web or email\r\n\r\n357\r\n00:23:03,210 --&gt; 00:23:04,960\r\nwithout having to actually having to pick up a paper and\r\n\r\n358\r\n00:23:04,960 --&gt; 00:23:08,260\r\nsign the paper. The third one is around how experiences\r\n\r\n359\r\n00:23:08,260 --&gt; 00:23:12,270\r\nmatter more now than ever. The first one is customers will\r\n\r\n360\r\n00:23:12,270 --&gt; 00:23:15,990\r\nneed to know and anticipate what their customers will want\r\n\r\n361\r\n00:23:15,990 --&gt; 00:23:19,320\r\nfrom them, and why they are contacting them in the first place.\r\n\r\n362\r\n00:23:19,660 --&gt; 00:23:22,980\r\nAnd second one is the data itself. The more data\r\n\r\n363\r\n00:23:23,060 --&gt; 00:23:26,150\r\nwhich they collect today becomes a mandate of how they're\r\n\r\n364\r\n00:23:26,150 --&gt; 00:23:28,590\r\ngoing to protect the data, as well as being transparent\r\n\r\n365\r\n00:23:28,710 --&gt; 00:23:31,460\r\nabout how they are going to use this data. And\r\n\r\n366\r\n00:23:31,460 --&gt; 00:23:39,310\r\nall these trends are all by artificial intelligence and machine\r\n\r\n367\r\n00:23:39,310 --&gt; 00:23:45,750\r\nlearning. They accelerate these trends. Speaking about Adobe, what Adobe\r\n\r\n368\r\n00:23:45,750 --&gt; 00:23:50,730\r\ndoes, Adobe was founded in 1982 and since then, from\r\n\r\n369\r\n00:23:50,730 --&gt; 00:23:54,640\r\nthe beginning, setting the standard for digital experiences has been\r\n\r\n370\r\n00:23:54,640 --&gt; 00:23:58,000\r\none of the prime goals or motivation factors for us. At Adobe,\r\n\r\n371\r\n00:23:59,240 --&gt; 00:24:03,010\r\nour mission is to change the world through digital experiences. So,\r\n\r\n372\r\n00:24:03,010 --&gt; 00:24:05,290\r\nfrom the moment you wake up in the morning until\r\n\r\n373\r\n00:24:05,290 --&gt; 00:24:07,430\r\nyou go to bed at night are the media you\r\n\r\n374\r\n00:24:07,430 --&gt; 00:24:11,070\r\nconsume, the content that you see on your mobile phone,\r\n\r\n375\r\n00:24:11,070 --&gt; 00:24:14,730\r\nor the websites you browse through, or the apps that you use, at some\r\n\r\n376\r\n00:24:14,730 --&gt; 00:24:17,360\r\npoint they all actually have some sort of connectivity or\r\n\r\n377\r\n00:24:17,810 --&gt; 00:24:21,520\r\ntouched by Adobe technology, whether it is the creations that you\r\n\r\n378\r\n00:24:21,520 --&gt; 00:24:25,570\r\nsee done via Photoshop or Illustrator, or whether it is\r\n\r\n379\r\n00:24:25,570 --&gt; 00:24:28,640\r\nthe pages that are delivered via the Experience Manager or\r\n\r\n380\r\n00:24:28,640 --&gt; 00:24:32,360\r\nthe personal Adobe Target, there is always some sort of\r\n\r\n381\r\n00:24:32,470 --&gt; 00:24:35,000\r\nAdobe's presence in the gadgets that you use, as well\r\n\r\n382\r\n00:24:35,000 --&gt; 00:24:40,870\r\nas the content that we consume today. At its essence, Adobe\r\n\r\n383\r\n00:24:40,870 --&gt; 00:24:45,050\r\ngives everyone, from emerging artists to global grants, everything they\r\n\r\n384\r\n00:24:45,050 --&gt; 00:24:50,080\r\nneed to design and deliver exceptional digital experiences. I would\r\n\r\n385\r\n00:24:50,080 --&gt; 00:24:57,310\r\nlike to walk through how we see current technology landscape\r\n\r\n386\r\n00:24:57,430 --&gt; 00:25:04,130\r\nin this specific era. So, coming to strategy, right? So,\r\n\r\n387\r\n00:25:04,130 --&gt; 00:25:07,820\r\noriginally Adobe was known as a company that deals with\r\n\r\n388\r\n00:25:07,910 --&gt; 00:25:12,100\r\ncreating creative tools that will help creators, designers, whether it\r\n\r\n389\r\n00:25:12,100 --&gt; 00:25:16,250\r\nis creating a nice image in Photoshop or to create\r\n\r\n390\r\n00:25:16,250 --&gt; 00:25:21,540\r\nbanners or content within Acrobat, or InDesign, or Dreamweaver. Over the\r\n\r\n391\r\n00:25:21,540 --&gt; 00:25:25,520\r\nlast decade or so, we have been slowly merging both the creative\r\n\r\n392\r\n00:25:25,520 --&gt; 00:25:28,490\r\nbusiness as well as the marketing business, so all the\r\n\r\n393\r\n00:25:28,490 --&gt; 00:25:32,770\r\ncreative artifacts that are developed by these creator people will\r\n\r\n394\r\n00:25:32,770 --&gt; 00:25:35,070\r\nneed to get into the consumer's hands. Whether it is\r\n\r\n395\r\n00:25:35,070 --&gt; 00:25:37,890\r\nvia web or whether it is via print media. So\r\n\r\n396\r\n00:25:37,890 --&gt; 00:25:41,820\r\nwe do all that, so within the marketing business, we\r\n\r\n397\r\n00:25:41,820 --&gt; 00:25:45,730\r\nhave our Experience Manager for edge delivery, we have analytics\r\n\r\n398\r\n00:25:45,730 --&gt; 00:25:49,460\r\nto get insights of what is currently being viewed, what\r\n\r\n399\r\n00:25:49,460 --&gt; 00:25:52,370\r\ncustomers like, what they don't like, where they currently need.\r\n\r\n400\r\n00:25:53,020 --&gt; 00:25:57,230\r\nAnd then we also provide targeting campaigns and other via\r\n\r\n401\r\n00:25:57,230 --&gt; 00:26:00,210\r\nmarketing cloud products. And then, like I said earlier, the\r\n\r\n402\r\n00:26:00,210 --&gt; 00:26:03,660\r\nmove from paper to print, or paper to digital, that\r\n\r\n403\r\n00:26:03,660 --&gt; 00:26:06,110\r\ntransformation has also been happening for quite some time now.\r\n\r\n404\r\n00:26:06,850 --&gt; 00:26:09,880\r\nWe have Adobe Sign as well as we also have Acrobat,\r\n\r\n405\r\n00:26:10,770 --&gt; 00:26:16,520\r\nwhich in that aspect. Great, so we've heard a bit\r\n\r\n406\r\n00:26:16,520 --&gt; 00:26:20,690\r\nabout Adobe strategy. Oops, let me back up here. Adobe\r\n\r\n407\r\n00:26:20,690 --&gt; 00:26:25,550\r\nstrategy, and I'll highlight how Adobe strategy and the Genesys\r\n\r\n408\r\n00:26:25,550 --&gt; 00:26:29,430\r\nstrategy are very complementary. We've been around a long time\r\n\r\n409\r\n00:26:29,430 --&gt; 00:26:32,750\r\nas well, 30 years, and we have many of the\r\n\r\n410\r\n00:26:32,750 --&gt; 00:26:36,990\r\nsame customers. We are listing some very recognizable brands here\r\n\r\n411\r\n00:26:36,990 --&gt; 00:26:39,980\r\nand large companies, but I want to emphasize that we\r\n\r\n412\r\n00:26:39,980 --&gt; 00:26:46,310\r\nalso have customers in the small, medium, large business category,\r\n\r\n413\r\n00:26:46,310 --&gt; 00:26:51,790\r\nnot just enterprise customers. And many of these customers are\r\n\r\n414\r\n00:26:51,810 --&gt; 00:26:55,340\r\nvery large, and they have many, many agents interacting with,\r\n\r\n415\r\n00:26:55,340 --&gt; 00:26:59,850\r\nand customers, which results in a great deal of data\r\n\r\n416\r\n00:27:00,010 --&gt; 00:27:04,570\r\nthat is derived from the massive amount of interactions that\r\n\r\n417\r\n00:27:04,570 --&gt; 00:27:09,020\r\nare occurring on a daily basis. So, we are utilizing\r\n\r\n418\r\n00:27:09,080 --&gt; 00:27:16,890\r\nthat data to become smarter and to optimize the customer\r\n\r\n419\r\n00:27:16,890 --&gt; 00:27:25,610\r\nexperience. And leveraging the customer service tech stack, the agents,\r\n\r\n420\r\n00:27:25,830 --&gt; 00:27:28,620\r\nand users of the platform on the left side of\r\n\r\n421\r\n00:27:28,620 --&gt; 00:27:33,360\r\nthe wall. And we're also leveraging now with the partnership\r\n\r\n422\r\n00:27:33,360 --&gt; 00:27:39,270\r\nby breaking down that wall to leverage the data and\r\n\r\n423\r\n00:27:39,270 --&gt; 00:27:43,730\r\nthe insights that exist from the Adobe platform. So we'll\r\n\r\n424\r\n00:27:43,730 --&gt; 00:27:48,320\r\nknow things like which campaigns appealed to a customer who\r\n\r\n425\r\n00:27:48,320 --&gt; 00:27:52,150\r\nmight be calling in for support. And we can leverage\r\n\r\n426\r\n00:27:52,150 --&gt; 00:27:57,560\r\nthat to eliminate a disjointed customer experience. Many times we\r\n\r\n427\r\n00:27:57,560 --&gt; 00:28:05,510\r\nthink of receiving emails and information from businesses via one\r\n\r\n428\r\n00:28:06,270 --&gt; 00:28:12,700\r\nchannel and one experience, but as a consumer, we shop,\r\n\r\n429\r\n00:28:12,840 --&gt; 00:28:16,580\r\nwe buy, and we get customer care and we do\r\n\r\n430\r\n00:28:16,580 --&gt; 00:28:20,190\r\nthat with the business. And we want to make sure\r\n\r\n431\r\n00:28:20,190 --&gt; 00:28:27,560\r\nthat, as consumers, we have this very tightly integrated experience.\r\n\r\n432\r\n00:28:27,780 --&gt; 00:28:32,080\r\nAnd, as you highlighted in the survey question, one of\r\n\r\n433\r\n00:28:32,080 --&gt; 00:28:36,530\r\nyour challenges to eliminate these disjointed experiences. And you also\r\n\r\n434\r\n00:28:36,530 --&gt; 00:28:40,040\r\nwant to deliver what the customer needs. Products that they\r\n\r\n435\r\n00:28:40,040 --&gt; 00:28:44,710\r\nneed, services that they need, to increase the value that\r\n\r\n436\r\n00:28:44,710 --&gt; 00:28:49,660\r\nyou're receiving and delivering to those customers. And again, leveraging\r\n\r\n437\r\n00:28:49,660 --&gt; 00:28:53,140\r\nthe data and the technology on both sides of that\r\n\r\n438\r\n00:28:53,140 --&gt; 00:28:57,910\r\nwall, we can fulfill the brand promise that's often made\r\n\r\n439\r\n00:28:57,910 --&gt; 00:29:00,690\r\nby the marketing side of the house but the customer\r\n\r\n440\r\n00:29:00,690 --&gt; 00:29:03,770\r\ncare and the people that are engaging in real- time\r\n\r\n441\r\n00:29:04,280 --&gt; 00:29:06,790\r\nare often the people who have to deliver on that\r\n\r\n442\r\n00:29:07,170 --&gt; 00:29:10,070\r\nbrand promise, to show the customer that we know them,\r\n\r\n443\r\n00:29:10,310 --&gt; 00:29:13,650\r\nto demonstrate that we value the information that they've shared.\r\n\r\n444\r\n00:29:13,880 --&gt; 00:29:18,370\r\nAnd we've been paying attention to these interactions so that\r\n\r\n445\r\n00:29:18,370 --&gt; 00:29:22,240\r\nwe can know the best ways, the best moments, to\r\n\r\n446\r\n00:29:22,240 --&gt; 00:29:25,920\r\nengage. And this is really the essence of what we\r\n\r\n447\r\n00:29:25,920 --&gt; 00:29:30,720\r\ncall experience as a service. There are many companies that\r\n\r\n448\r\n00:29:30,720 --&gt; 00:29:34,560\r\nwe interact with, we categorize them here as the companies\r\n\r\n449\r\n00:29:34,560 --&gt; 00:29:38,660\r\nyou swear at, right? Where you've been invited to their\r\n\r\n450\r\n00:29:38,660 --&gt; 00:29:41,940\r\nbusiness and you call them and the first thing they\r\n\r\n451\r\n00:29:41,940 --&gt; 00:29:44,240\r\ndo is ask you questions as if they don't know\r\n\r\n452\r\n00:29:44,240 --&gt; 00:29:48,910\r\nwho you are. Who are you, and why are you calling? It's like inviting\r\n\r\n453\r\n00:29:48,910 --&gt; 00:29:51,820\r\nsomebody over to your house for dinner, and you open\r\n\r\n454\r\n00:29:51,820 --&gt; 00:29:54,760\r\nthe door and you say, \" Who are you and why\r\n\r\n455\r\n00:29:54,760 --&gt; 00:29:59,740\r\nare you here?\" So, being able to understand the invitations,\r\n\r\n456\r\n00:29:59,740 --&gt; 00:30:02,870\r\nthe marketing campaigns, that are driving people to your business,\r\n\r\n457\r\n00:30:03,130 --&gt; 00:30:06,110\r\neither to your website or to your call center over\r\n\r\n458\r\n00:30:06,110 --&gt; 00:30:10,020\r\nthe phone, we want to make sure that we are\r\n\r\n459\r\n00:30:10,320 --&gt; 00:30:13,620\r\naware of the entire customer life cycle so that we\r\n\r\n460\r\n00:30:13,620 --&gt; 00:30:18,810\r\ncan deliver these empathetic experiences, what we call experiences as\r\n\r\n461\r\n00:30:18,810 --&gt; 00:30:25,610\r\na service. The essence of empathy is paying attention. Observing,\r\n\r\n462\r\n00:30:25,710 --&gt; 00:30:31,730\r\nlistening and understanding, and then remembering in context. When somebody\r\n\r\n463\r\n00:30:31,840 --&gt; 00:30:36,330\r\nis engaging with your business, they don't necessarily follow a\r\n\r\n464\r\n00:30:36,380 --&gt; 00:30:42,860\r\nlinear path from shopping, buying, et cetera. There is a\r\n\r\n465\r\n00:30:42,860 --&gt; 00:30:46,770\r\nlot of contextual changes. You may make a purchase and\r\n\r\n466\r\n00:30:46,770 --&gt; 00:30:50,830\r\nthen you may have a support question. Or you may\r\n\r\n467\r\n00:30:50,830 --&gt; 00:30:54,830\r\nwant to return a product. So being aware of what\r\n\r\n468\r\n00:30:54,830 --&gt; 00:30:58,580\r\nhas happened across the entire customer life cycle is going\r\n\r\n469\r\n00:30:58,580 --&gt; 00:31:02,780\r\nto help you respond efficiently and in a way that\r\n\r\n470\r\n00:31:02,780 --&gt; 00:31:06,500\r\nshows the customer that you really value the information that\r\n\r\n471\r\n00:31:06,550 --&gt; 00:31:10,160\r\nthey have shared with you. So Sridhar, maybe you could\r\n\r\n472\r\n00:31:10,160 --&gt; 00:31:12,990\r\ntalk a little bit about the underlying technology and how\r\n\r\n473\r\n00:31:12,990 --&gt; 00:31:18,260\r\nwe deliver this together. Sure, thank you. So, for the\r\n\r\n474\r\n00:31:18,260 --&gt; 00:31:21,850\r\nexperience as a business, what we currently want to push here\r\n\r\n475\r\n00:31:22,110 --&gt; 00:31:25,250\r\nwith this particular Genesys partnership is our Adobe Experience Cloud\r\n\r\n476\r\n00:31:25,250 --&gt; 00:31:28,760\r\nSolution that we are working to pair with Genesys. Adobe Experience\r\n\r\n477\r\n00:31:28,760 --&gt; 00:31:33,570\r\nCloud is the industry's most comprehensive solution for marketing, advertising,\r\n\r\n478\r\n00:31:33,630 --&gt; 00:31:38,290\r\nanalytics and commerce, serving both B to C or B\r\n\r\n479\r\n00:31:38,290 --&gt; 00:31:43,070\r\nto B customers. Experience Cloud allows you to deliver exceptional experiences\r\n\r\n480\r\n00:31:43,070 --&gt; 00:31:47,660\r\nfrom creation all the way through to monetization, acquisition, retention,\r\n\r\n481\r\n00:31:47,660 --&gt; 00:31:52,330\r\nand even renewal of existing services that the brands might\r\n\r\n482\r\n00:31:52,330 --&gt; 00:31:55,130\r\nwant to give to their customers. And at the core\r\n\r\n483\r\n00:31:55,340 --&gt; 00:31:58,430\r\nof the Experience Cloud, we have the Experience platform, which\r\n\r\n484\r\n00:31:58,830 --&gt; 00:32:03,530\r\nis our new strategic initiative for integrating with the different\r\n\r\n485\r\n00:32:03,580 --&gt; 00:32:08,270\r\nclouds versus different services, wherein we are able to pull in\r\n\r\n486\r\n00:32:08,270 --&gt; 00:32:11,690\r\ndata from different parties, whether it is a customer's online\r\n\r\n487\r\n00:32:11,690 --&gt; 00:32:16,710\r\nbehavior via Adobe Analytics, or information that we collect via\r\n\r\n488\r\n00:32:16,710 --&gt; 00:32:21,650\r\ndifferent DSPs or data providers and as well as campaigns\r\n\r\n489\r\n00:32:21,650 --&gt; 00:32:25,160\r\nthat sends out emails to customers, and how a customer\r\n\r\n490\r\n00:32:25,170 --&gt; 00:32:29,480\r\nreacts to a particular targeted or personalized messages. All this\r\n\r\n491\r\n00:32:29,480 --&gt; 00:32:32,380\r\ndata is now in the platform, and we use machine\r\n\r\n492\r\n00:32:32,380 --&gt; 00:32:37,370\r\nlearning and artificial intelligence to uncover new insights and information\r\n\r\n493\r\n00:32:37,370 --&gt; 00:32:43,590\r\nthat was not previously available. At the center of this\r\n\r\n494\r\n00:32:43,590 --&gt; 00:32:48,210\r\nplatform, we have something called the real-time customer profile. So,\r\n\r\n495\r\n00:32:48,230 --&gt; 00:32:51,330\r\nwhen I go to a particular retail store, the store\r\n\r\n496\r\n00:32:51,330 --&gt; 00:32:54,820\r\nwould know me as in and buying a particular device,\r\n\r\n497\r\n00:32:55,100 --&gt; 00:32:59,950\r\nor buying a particular product. As well as when I\r\n\r\n498\r\n00:32:59,950 --&gt; 00:33:04,410\r\ngo online and search for similar for what I just\r\n\r\n499\r\n00:33:04,410 --&gt; 00:33:07,670\r\nbought, or even look up support information or any sort\r\n\r\n500\r\n00:33:07,670 --&gt; 00:33:10,060\r\nof issues that I want to get resolved, I'll be\r\n\r\n501\r\n00:33:10,060 --&gt; 00:33:11,950\r\nusing my email address to sign in, or I may\r\n\r\n502\r\n00:33:11,950 --&gt; 00:33:14,710\r\nbe using my Facebook or my social media handles to\r\n\r\n503\r\n00:33:14,710 --&gt; 00:33:18,270\r\nconnect. And this profile information is very disparate, right? So\r\n\r\n504\r\n00:33:18,270 --&gt; 00:33:21,210\r\nthe way I interact with the particular brand could happen\r\n\r\n505\r\n00:33:21,210 --&gt; 00:33:24,130\r\ndifferently. And again, this could be happening from a mobile\r\n\r\n506\r\n00:33:24,130 --&gt; 00:33:27,120\r\ndevice, or from a laptop, or even in- person or\r\n\r\n507\r\n00:33:27,120 --&gt; 00:33:31,730\r\noffline, which is happening. And when we put all these\r\n\r\n508\r\n00:33:31,730 --&gt; 00:33:36,010\r\ndata into one particular environment, it becomes very hard for\r\n\r\n509\r\n00:33:36,560 --&gt; 00:33:38,900\r\nanalysts as well as marketers to figure out what is\r\n\r\n510\r\n00:33:38,900 --&gt; 00:33:42,260\r\nexactly happening. Why is a particular sale happening in the\r\n\r\n511\r\n00:33:42,260 --&gt; 00:33:45,420\r\nway it is happening? Or why exactly a consumer is\r\n\r\n512\r\n00:33:45,420 --&gt; 00:33:47,980\r\nnot too happy with the brand? So what we are\r\n\r\n513\r\n00:33:47,980 --&gt; 00:33:49,760\r\ndoing here is we are bringing in all the data\r\n\r\n514\r\n00:33:49,760 --&gt; 00:33:54,330\r\ninto the platform, along with things like the customer's interaction\r\n\r\n515\r\n00:33:54,350 --&gt; 00:33:58,480\r\nat the store level, the service that is complete online, as\r\n\r\n516\r\n00:33:58,480 --&gt; 00:34:00,650\r\nwell as the point of sale, as well as a\r\n\r\n517\r\n00:34:00,650 --&gt; 00:34:04,280\r\nGenesys- provided customer experience data. That could be call center\r\n\r\n518\r\n00:34:04,280 --&gt; 00:34:07,660\r\ndata, could be anything that Genesys gives to the platform. And\r\n\r\n519\r\n00:34:07,660 --&gt; 00:34:10,880\r\nall this data is stitched together, and it is available at\r\n\r\n520\r\n00:34:10,880 --&gt; 00:34:14,730\r\nthe edge, meaning it is available for marketers, it's available\r\n\r\n521\r\n00:34:14,730 --&gt; 00:34:17,940\r\nfor call center agents, could be available for service people,\r\n\r\n522\r\n00:34:18,280 --&gt; 00:34:21,130\r\nat the edge instantaneously. Again, we are talking about less\r\n\r\n523\r\n00:34:21,130 --&gt; 00:34:25,400\r\nthan a few milliseconds here. And this enables them to\r\n\r\n524\r\n00:34:25,400 --&gt; 00:34:28,590\r\nquickly interact with the person with the latest knowledge about\r\n\r\n525\r\n00:34:28,650 --&gt; 00:34:31,180\r\nwhat they have gone through, or what is the right\r\n\r\n526\r\n00:34:31,180 --&gt; 00:34:35,560\r\nlevel of interaction that they would want to come back. Empathy as\r\n\r\n527\r\n00:34:35,560 --&gt; 00:34:44,830\r\na service. Let's take a look at how this interaction\r\n\r\n528\r\n00:34:44,920 --&gt; 00:34:50,630\r\nwould work. What would the experience feel like? So, we're showing\r\n\r\n529\r\n00:34:50,630 --&gt; 00:34:56,710\r\nhere a customer arriving on a website or calling into\r\n\r\n530\r\n00:34:56,710 --&gt; 00:35:02,480\r\nthe contact center. And when they do that, the integrations\r\n\r\n531\r\n00:35:02,480 --&gt; 00:35:06,650\r\nwe have between our platform, the Genesys platform, and the Adobe platform,\r\n\r\n532\r\n00:35:07,020 --&gt; 00:35:11,140\r\nwe're able to pull data out of the Experience Cloud\r\n\r\n533\r\n00:35:11,140 --&gt; 00:35:17,650\r\nplatform, or the Adobe Experience platform, or Adobe Analytics, grab\r\n\r\n534\r\n00:35:17,650 --&gt; 00:35:21,850\r\nthat information into the agent desktop in a consumable way\r\n\r\n535\r\n00:35:22,420 --&gt; 00:35:26,460\r\nto make the agent more knowledgeable about what brought the\r\n\r\n536\r\n00:35:26,460 --&gt; 00:35:28,990\r\ncustomer here, why are they calling us today? Why are\r\n\r\n537\r\n00:35:28,990 --&gt; 00:35:33,270\r\nthey engaging? What were they doing before, during and after\r\n\r\n538\r\n00:35:33,270 --&gt; 00:35:37,330\r\nthe interaction? And we can even pull product recommendations out\r\n\r\n539\r\n00:35:37,330 --&gt; 00:35:41,740\r\nso we have more relevant, contextual suggestions for the customer\r\n\r\n540\r\n00:35:42,000 --&gt; 00:35:45,660\r\nabout products or services they may want to buy. And\r\n\r\n541\r\n00:35:45,660 --&gt; 00:35:51,040\r\nwe can push and pull data during that interaction, and\r\n\r\n542\r\n00:35:51,040 --&gt; 00:35:54,130\r\nat the end of that interaction, to enrich the customer\r\n\r\n543\r\n00:35:54,130 --&gt; 00:35:59,810\r\nprofile, to inform subsequent marketing campaigns about what the customer\r\n\r\n544\r\n00:35:59,810 --&gt; 00:36:03,580\r\nshared in that live conversation with an agent or support\r\n\r\n545\r\n00:36:03,580 --&gt; 00:36:08,540\r\nperson so that at what stage that customer is in\r\n\r\n546\r\n00:36:08,540 --&gt; 00:36:12,260\r\ntheir buying decision. And that will inform what information to\r\n\r\n547\r\n00:36:12,260 --&gt; 00:36:15,910\r\ndeliver to them to move them more efficiently, and in\r\n\r\n548\r\n00:36:16,040 --&gt; 00:36:19,550\r\na better way, through the sales cycle, through the funnel.\r\n\r\n549\r\n00:36:20,240 --&gt; 00:36:23,800\r\nAnd we can also use these insights to trigger engagement\r\n\r\n550\r\n00:36:24,040 --&gt; 00:36:28,040\r\nmore intelligently so you're engaging at the right moments with\r\n\r\n551\r\n00:36:28,040 --&gt; 00:36:32,420\r\nthe right information to drive the best outcome. So this\r\n\r\n552\r\n00:36:32,940 --&gt; 00:36:37,590\r\nreal- time exchange of data really helps to optimize the\r\n\r\n553\r\n00:36:37,590 --&gt; 00:36:45,310\r\nexperience and give you this integrated picture of who that\r\n\r\n554\r\n00:36:45,310 --&gt; 00:36:50,210\r\ncustomer is. So, we're showing examples of customer experience data\r\n\r\n555\r\n00:36:50,210 --&gt; 00:36:54,380\r\nfrom the contact center, customer experience data from the various\r\n\r\n556\r\n00:36:55,140 --&gt; 00:36:58,880\r\nAdobe products that have been consolidated into the Adobe Experience\r\n\r\n557\r\n00:36:58,880 --&gt; 00:37:04,560\r\nplatform to simplify and streamline the access to that data\r\n\r\n558\r\n00:37:04,830 --&gt; 00:37:09,820\r\nso that we can update the information in the moment\r\n\r\n559\r\n00:37:10,040 --&gt; 00:37:15,980\r\nand then use that during the conversation to impressionalize and\r\n\r\n560\r\n00:37:15,980 --&gt; 00:37:20,120\r\noptimize the experience for the customer. So, let me show\r\n\r\n561\r\n00:37:20,120 --&gt; 00:37:27,020\r\nyou how this works by sharing my desktop. And I'm\r\n\r\n562\r\n00:37:27,170 --&gt; 00:37:32,680\r\ngoing to show you the solution, and I'm going to\r\n\r\n563\r\n00:37:32,800 --&gt; 00:37:38,860\r\ndescribe what the experience would look like with a customer\r\n\r\n564\r\n00:37:38,860 --&gt; 00:37:43,980\r\neither arriving on a website or dialing into the contact\r\n\r\n565\r\n00:37:43,980 --&gt; 00:37:47,670\r\ncenter. So, on the left we have a website, and\r\n\r\n566\r\n00:37:47,670 --&gt; 00:37:50,530\r\nthe customer may have arrived on this website from a\r\n\r\n567\r\n00:37:50,530 --&gt; 00:37:53,880\r\nmarketing campaign, or they may have just picked up the\r\n\r\n568\r\n00:37:53,880 --&gt; 00:37:57,050\r\nphone and called into the contact center. So on the\r\n\r\n569\r\n00:37:57,050 --&gt; 00:38:00,150\r\nright here, we're taking a peek under the hood of\r\n\r\n570\r\n00:38:00,150 --&gt; 00:38:06,300\r\nthe Genesys platform and we're observing unknown visitors or callers,\r\n\r\n571\r\n00:38:06,520 --&gt; 00:38:12,140\r\nknown visitors based upon their cookie, email, login, or recognized\r\n\r\n572\r\n00:38:12,140 --&gt; 00:38:15,920\r\nphone number. And we're connecting in the back end with\r\n\r\n573\r\n00:38:15,920 --&gt; 00:38:19,300\r\nthe Adobe Experience platform and other Adobe products. So we've\r\n\r\n574\r\n00:38:19,300 --&gt; 00:38:23,450\r\ngot the Genesys platform, the Adobe platform, and we're connecting\r\n\r\n575\r\n00:38:23,450 --&gt; 00:38:27,160\r\nthese dots. And here we're going to view what the\r\n\r\n576\r\n00:38:27,160 --&gt; 00:38:31,910\r\nplatform can see about this one unknown visitor. So, first\r\n\r\n577\r\n00:38:31,910 --&gt; 00:38:34,820\r\nI'm showing you the platform view. This is not the\r\n\r\n578\r\n00:38:34,820 --&gt; 00:38:39,270\r\nagent view. This is what the platform can see. And as this\r\n\r\n579\r\n00:38:39,270 --&gt; 00:38:41,970\r\nvisitor on the left, who may have arrived from a\r\n\r\n580\r\n00:38:41,970 --&gt; 00:38:46,120\r\nmarketing campaign, begins to navigate around on the site, you'll\r\n\r\n581\r\n00:38:46,120 --&gt; 00:38:50,850\r\nsee that we're observing, analyzing their behavior in real- time.\r\n\r\n582\r\n00:38:51,140 --&gt; 00:38:53,960\r\nWe don't know who this visitor is, they're unknown, but we\r\n\r\n583\r\n00:38:53,960 --&gt; 00:38:58,420\r\nhave some demographic and technographic information that may inform us\r\n\r\n584\r\n00:38:58,630 --&gt; 00:39:01,520\r\na bit more about how, when, and with whom to\r\n\r\n585\r\n00:39:01,520 --&gt; 00:39:05,240\r\nengage. And then we can see here, previous visits that\r\n\r\n586\r\n00:39:05,240 --&gt; 00:39:07,500\r\nmay have occurred, even though this person is unknown. They\r\n\r\n587\r\n00:39:07,500 --&gt; 00:39:12,230\r\nmay have, without sharing their identity, visited our site over\r\n\r\n588\r\n00:39:12,380 --&gt; 00:39:16,940\r\nthe past several months. And if the customer, visitor, starts\r\n\r\n589\r\n00:39:16,940 --&gt; 00:39:20,240\r\nto do things like add items to their shopping cart,\r\n\r\n590\r\n00:39:21,460 --&gt; 00:39:24,780\r\nor they could be filling out an application, we're able\r\n\r\n591\r\n00:39:24,780 --&gt; 00:39:28,620\r\nto see that they've added items to their cart, what\r\n\r\n592\r\n00:39:28,620 --&gt; 00:39:32,620\r\nitem, the dollar amount, the product category. We can track\r\n\r\n593\r\n00:39:32,750 --&gt; 00:39:36,420\r\nwhether the cart value is increasing or decreasing, and we're\r\n\r\n594\r\n00:39:36,420 --&gt; 00:39:41,570\r\nmaking predictions about whether they're likely to make a purchase\r\n\r\n595\r\n00:39:41,820 --&gt; 00:39:45,340\r\nor fill out a lead form. These outcomes make sense\r\n\r\n596\r\n00:39:45,340 --&gt; 00:39:49,560\r\nfor the G- Sol business. You would configure different outcomes.\r\n\r\n597\r\n00:39:49,740 --&gt; 00:39:52,150\r\nAnd once those outcomes are configured, we start to look\r\n\r\n598\r\n00:39:52,150 --&gt; 00:39:55,540\r\nat the attributes and behaviors of all those who achieve\r\n\r\n599\r\n00:39:55,920 --&gt; 00:39:59,240\r\nthat outcome, and that's how we're making these predictions. So\r\n\r\n600\r\n00:39:59,240 --&gt; 00:40:01,520\r\nif this person decides they would like to log in\r\n\r\n601\r\n00:40:02,080 --&gt; 00:40:05,980\r\nand share a bit more information about themselves, maybe they've\r\n\r\n602\r\n00:40:05,980 --&gt; 00:40:09,340\r\ngot stored payment information here and they'd like to log\r\n\r\n603\r\n00:40:09,340 --&gt; 00:40:11,990\r\nin so they can use that before proceeding to check\r\n\r\n604\r\n00:40:11,990 --&gt; 00:40:15,900\r\nout. Now you'll see a few things changing here. Now\r\n\r\n605\r\n00:40:15,900 --&gt; 00:40:19,330\r\nthat we know who this person is, we can start\r\n\r\n606\r\n00:40:19,330 --&gt; 00:40:24,330\r\nto decide which communication options to present to the customer.\r\n\r\n607\r\n00:40:25,240 --&gt; 00:40:29,950\r\nSo we've presented here a live assistance widget that shows\r\n\r\n608\r\n00:40:29,950 --&gt; 00:40:33,240\r\nme, on the left, that I can call or initiate\r\n\r\n609\r\n00:40:33,240 --&gt; 00:40:38,240\r\na web chat. We've got some customer- initiated options. But\r\n\r\n610\r\n00:40:38,240 --&gt; 00:40:41,870\r\nif the customer proceeds here in their journey to begin\r\n\r\n611\r\n00:40:41,870 --&gt; 00:40:46,310\r\nto check out, they are wondering about this discount code.\r\n\r\n612\r\n00:40:46,750 --&gt; 00:40:50,250\r\nMaybe they search for the discount code, and they don't\r\n\r\n613\r\n00:40:50,250 --&gt; 00:40:54,220\r\nfind what they're searching for. What is going to happen\r\n\r\n614\r\n00:40:54,220 --&gt; 00:40:59,280\r\nis we will proactively offer that visitor a very personalized\r\n\r\n615\r\n00:40:59,280 --&gt; 00:41:04,510\r\ntailored interaction. A chat interaction will appear that asks them, \"\r\n\r\n616\r\n00:41:04,570 --&gt; 00:41:08,370\r\nWould you like a chat? You have a discount that\r\n\r\n617\r\n00:41:08,370 --&gt; 00:41:11,730\r\napplies.\" So again, we're leveraging the insights here, and we're\r\n\r\n618\r\n00:41:11,730 --&gt; 00:41:14,120\r\nnot asking, \" Hey, who are you? How can we help\r\n\r\n619\r\n00:41:14,120 --&gt; 00:41:17,130\r\nyou?\" We're suggesting that you may need help with your\r\n\r\n620\r\n00:41:17,130 --&gt; 00:41:21,320\r\npurchase. And when the customer accepts that interaction and starts\r\n\r\n621\r\n00:41:21,320 --&gt; 00:41:25,820\r\nto chat, we're first engaging with a chat bot. So\r\n\r\n622\r\n00:41:25,820 --&gt; 00:41:29,900\r\nthe customer may ask questions about, \" When can you ship?\"\r\n\r\n623\r\n00:41:31,910 --&gt; 00:41:35,630\r\nAnd the chat bot may be able to answer this question. And\r\n\r\n624\r\n00:41:35,630 --&gt; 00:41:38,370\r\nhe does. And then now, \" Great, now I would like\r\n\r\n625\r\n00:41:38,370 --&gt; 00:41:40,410\r\nto talk to an agent, please, because I'd like to\r\n\r\n626\r\n00:41:40,410 --&gt; 00:41:47,250\r\nmake a purchase.\" So when the visitor requests and agent,\r\n\r\n627\r\n00:41:47,490 --&gt; 00:41:51,610\r\nyou'll see here an inbound alert notifying me that I\r\n\r\n628\r\n00:41:51,610 --&gt; 00:41:56,220\r\nhave a incoming chat. So the first thing we'll see\r\n\r\n629\r\n00:41:56,220 --&gt; 00:41:59,700\r\nis, as an agent... Now before, I want to remind\r\n\r\n630\r\n00:41:59,700 --&gt; 00:42:03,290\r\nyou we were just observing, analyzing, predicting all of the\r\n\r\n631\r\n00:42:03,290 --&gt; 00:42:07,310\r\nvisitors and callers, whether they needed help based upon their\r\n\r\n632\r\n00:42:07,310 --&gt; 00:42:10,090\r\nbehaviors and the data that we have from the Adobe\r\n\r\n633\r\n00:42:10,090 --&gt; 00:42:13,750\r\nplatform combined with what we were seeing in the Genesys\r\n\r\n634\r\n00:42:13,750 --&gt; 00:42:17,670\r\nplatform and what was happening on the website. But now,\r\n\r\n635\r\n00:42:17,670 --&gt; 00:42:20,190\r\nwe're in an interaction and the agent, at a glance,\r\n\r\n636\r\n00:42:20,190 --&gt; 00:42:24,520\r\ncan see what the bot conversation was before they were\r\n\r\n637\r\n00:42:24,520 --&gt; 00:42:28,010\r\nconnected to the agent. We can see what outcomes the\r\n\r\n638\r\n00:42:28,010 --&gt; 00:42:31,550\r\ncustomer was likely to achieve or unlikely to achieve, what\r\n\r\n639\r\n00:42:31,550 --&gt; 00:42:36,270\r\nsegments they may have matched. And we can even see\r\n\r\n640\r\n00:42:36,290 --&gt; 00:42:39,670\r\nthis live behavior on the website. We can scroll down\r\n\r\n641\r\n00:42:39,670 --&gt; 00:42:45,180\r\nhere and see what happened, say, six days ago. They\r\n\r\n642\r\n00:42:45,180 --&gt; 00:42:47,730\r\nplaced a call. Who did they talk to? What was\r\n\r\n643\r\n00:42:47,730 --&gt; 00:42:51,560\r\ntheir outcome disposition? Maybe they placed an order and a\r\n\r\n644\r\n00:42:51,560 --&gt; 00:42:54,950\r\nproduct was shipped. So we have the ability to look\r\n\r\n645\r\n00:42:54,950 --&gt; 00:42:59,970\r\nmore deeply into the customer experience across days, weeks, different\r\n\r\n646\r\n00:42:59,970 --&gt; 00:43:04,550\r\nchannels, and we can observe here, in the moment, what\r\n\r\n647\r\n00:43:04,550 --&gt; 00:43:08,050\r\nthe customer was searching for, what they may have in\r\n\r\n648\r\n00:43:08,050 --&gt; 00:43:12,030\r\ntheir shopping cart, what segments they may have matched. So\r\n\r\n649\r\n00:43:12,030 --&gt; 00:43:15,890\r\nnow, I'm much more effective as an agent, much smarter,\r\n\r\n650\r\n00:43:15,890 --&gt; 00:43:20,050\r\nI can ideally be on the phone or in the\r\n\r\n651\r\n00:43:20,050 --&gt; 00:43:22,120\r\nchat in a shorter period of time. I can jump\r\n\r\n652\r\n00:43:22,120 --&gt; 00:43:28,190\r\nright to the canned responses that may be relevant to\r\n\r\n653\r\n00:43:28,190 --&gt; 00:43:31,180\r\nthe customer. Probably searching for a discount code. I've got\r\n\r\n654\r\n00:43:31,180 --&gt; 00:43:34,360\r\na discount code right here. I can pop that into\r\n\r\n655\r\n00:43:34,360 --&gt; 00:43:37,410\r\nthe chat and share that with the customer. Guiding the\r\n\r\n656\r\n00:43:37,410 --&gt; 00:43:40,750\r\ncustomer back to their shopping cart so they can proceed\r\n\r\n657\r\n00:43:40,750 --&gt; 00:43:45,580\r\nto check out, enter that information, and achieve this outcome.\r\n\r\n658\r\n00:43:47,030 --&gt; 00:43:50,140\r\nAnd all this information is being updated as you see\r\n\r\n659\r\n00:43:50,140 --&gt; 00:43:54,270\r\nit in real- time and can be propagated into the\r\n\r\n660\r\n00:43:54,430 --&gt; 00:43:59,700\r\nvarious Adobe products, including the Adobe Experience platform so that\r\n\r\n661\r\n00:43:59,700 --&gt; 00:44:04,450\r\nwe now know if a customer purchased during a chat,\r\n\r\n662\r\n00:44:04,640 --&gt; 00:44:08,680\r\npurchased over the phone, we can share that information and\r\n\r\n663\r\n00:44:08,680 --&gt; 00:44:12,080\r\nconnect those dots so we have the real- time engagement\r\n\r\n664\r\n00:44:12,670 --&gt; 00:44:17,000\r\ninteractions and we know how many chats or calls it\r\n\r\n665\r\n00:44:17,000 --&gt; 00:44:20,870\r\ntook to help a customer achieve an outcome. That may\r\n\r\n666\r\n00:44:20,870 --&gt; 00:44:26,100\r\ninform future marketing campaigns so that we can tailor them,\r\n\r\n667\r\n00:44:26,320 --&gt; 00:44:31,100\r\ntailor the content that is guiding the customer to the\r\n\r\n668\r\n00:44:31,100 --&gt; 00:44:34,620\r\nright place so they are not calling when they can\r\n\r\n669\r\n00:44:34,620 --&gt; 00:44:38,100\r\nself- serve. They're not asking questions about information that may\r\n\r\n670\r\n00:44:38,100 --&gt; 00:44:42,150\r\nbe available at their fingertips on the website. So it's\r\n\r\n671\r\n00:44:42,150 --&gt; 00:44:46,850\r\na much more efficient way to engage, and it shows\r\n\r\n672\r\n00:44:46,850 --&gt; 00:44:50,870\r\nthe customer that them, right? So we're able to take\r\n\r\n673\r\n00:44:50,870 --&gt; 00:44:54,970\r\nadvantage of the data and information that's here, pulling together\r\n\r\n674\r\n00:44:55,210 --&gt; 00:45:00,470\r\ninformation from the Adobe platform in real- time to make\r\n\r\n675\r\n00:45:00,480 --&gt; 00:45:04,990\r\nthe agents or reps smarter, the customers happier, and guide\r\n\r\n676\r\n00:45:04,990 --&gt; 00:45:10,990\r\nthe customer to a better outcome. So, let's go back\r\n\r\n677\r\n00:45:11,070 --&gt; 00:45:21,910\r\nto our slides and let's review here what we've shown\r\n\r\n678\r\n00:45:21,910 --&gt; 00:45:28,540\r\nyou. So, we've tied together the customer experience from marketing,\r\n\r\n679\r\n00:45:28,650 --&gt; 00:45:31,960\r\nsales and care. We leveraged all of the information that\r\n\r\n680\r\n00:45:31,960 --&gt; 00:45:35,800\r\nwas there, we're much more knowledgeable about what campaigns may\r\n\r\n681\r\n00:45:35,800 --&gt; 00:45:38,880\r\nhave brought the customer to the site, what things they\r\n\r\n682\r\n00:45:38,880 --&gt; 00:45:42,180\r\nwere interested in, not interested in. So we could be\r\n\r\n683\r\n00:45:42,180 --&gt; 00:45:45,020\r\nmuch more effective at upselling and cross- selling at the\r\n\r\n684\r\n00:45:45,020 --&gt; 00:45:49,240\r\nend of that support call. We've all had these experiences\r\n\r\n685\r\n00:45:49,240 --&gt; 00:45:52,740\r\nwhere we call our cable or internet provider about a\r\n\r\n686\r\n00:45:52,740 --&gt; 00:45:56,020\r\nsupport issue, and at the end of the call they try\r\n\r\n687\r\n00:45:56,020 --&gt; 00:45:59,100\r\nto sell you something. The try to sell you the sports\r\n\r\n688\r\n00:45:59,100 --&gt; 00:46:03,300\r\nchannel, or the movie channel, and you say to yourself, \"\r\n\r\n689\r\n00:46:03,910 --&gt; 00:46:06,930\r\nNo, I'm not interested in that. Why are you asking\r\n\r\n690\r\n00:46:06,930 --&gt; 00:46:10,430\r\nme this? You should know. Aren't you listening to me?\"\r\n\r\n691\r\n00:46:10,830 --&gt; 00:46:15,650\r\nSo, in this use of our integrated solutions, we're able\r\n\r\n692\r\n00:46:15,650 --&gt; 00:46:18,580\r\nto show that we are listening to the customer and\r\n\r\n693\r\n00:46:18,580 --&gt; 00:46:22,100\r\nwe know what are their interests, and we can suggest\r\n\r\n694\r\n00:46:22,270 --&gt; 00:46:25,830\r\nproducts that they're more likely to buy, services that they're\r\n\r\n695\r\n00:46:25,830 --&gt; 00:46:29,110\r\nmore likely to buy. And we can again propagate that\r\n\r\n696\r\n00:46:29,110 --&gt; 00:46:34,240\r\ninformation into the marketing platform for subsequent campaigns that are\r\n\r\n697\r\n00:46:34,240 --&gt; 00:46:37,840\r\nmuch more tailored to the interests of the customer. And it\r\n\r\n698\r\n00:46:37,900 --&gt; 00:46:42,070\r\nhelps us fulfill that brand promise in showing the customers\r\n\r\n699\r\n00:46:42,070 --&gt; 00:46:47,320\r\nwe value them, and we're delivering on our commitment to\r\n\r\n700\r\n00:46:48,410 --&gt; 00:46:53,420\r\ncertain service levels. And we're using this information to predict\r\n\r\n701\r\n00:46:53,570 --&gt; 00:46:56,880\r\nhow, when, and with whom to engage in all of\r\n\r\n702\r\n00:46:56,880 --&gt; 00:47:01,330\r\nthe various channels the customer would like to use. So,\r\n\r\n703\r\n00:47:01,330 --&gt; 00:47:04,330\r\nin the digital world, if everything is just digital, things\r\n\r\n704\r\n00:47:04,330 --&gt; 00:47:06,620\r\nare easy. In the voice world, if everything is just\r\n\r\n705\r\n00:47:06,620 --&gt; 00:47:10,350\r\nvoice, things are easy. But when you start communicating across\r\n\r\n706\r\n00:47:10,430 --&gt; 00:47:15,010\r\nchannels, you need to blend that information in intelligent ways,\r\n\r\n707\r\n00:47:15,380 --&gt; 00:47:20,270\r\nutilize AI, and partner with vendors such as Adobe in\r\n\r\n708\r\n00:47:20,270 --&gt; 00:47:26,470\r\nstrategic ways to really deliver this empathy as a service\r\n\r\n709\r\n00:47:26,470 --&gt; 00:47:34,440\r\nexperience as service. So Josh, we have some time for\r\n\r\n710\r\n00:47:34,670 --&gt; 00:47:38,310\r\nQ&amp; A, and Josh is going to moderate that. But\r\n\r\n711\r\n00:47:38,320 --&gt; 00:47:40,520\r\nwe have some information here that you can take a\r\n\r\n712\r\n00:47:40,520 --&gt; 00:47:45,560\r\nlook at as well. Thanks Dan. So we do have\r\n\r\n713\r\n00:47:45,560 --&gt; 00:47:47,460\r\na few questions that have come in already. So, as\r\n\r\n714\r\n00:47:47,460 --&gt; 00:47:50,570\r\na reminder to everybody in attendance today, to participate in\r\n\r\n715\r\n00:47:50,680 --&gt; 00:47:52,640\r\nour Q&amp; A today just do me a favor and\r\n\r\n716\r\n00:47:52,640 --&gt; 00:47:54,830\r\nsubmit those questions in the Q&amp; A window below the\r\n\r\n717\r\n00:47:54,830 --&gt; 00:47:57,180\r\nslides and we'll get through as many as we can\r\n\r\n718\r\n00:47:57,180 --&gt; 00:48:01,080\r\nwith what little time we have remaining today. So first\r\n\r\n719\r\n00:48:01,080 --&gt; 00:48:05,280\r\noff, I'm going to ask this question. We'll start with\r\n\r\n720\r\n00:48:05,280 --&gt; 00:48:10,190\r\nyou, Sridhar. So the question is, \" How do you see\r\n\r\n721\r\n00:48:10,190 --&gt; 00:48:14,300\r\nthis solution evolving next?\" What is the road map, I\r\n\r\n722\r\n00:48:14,300 --&gt; 00:48:18,710\r\nsuppose. Good. So the first thing we have done so\r\n\r\n723\r\n00:48:18,710 --&gt; 00:48:21,950\r\nfar is to get the data from Genesys into the platform,\r\n\r\n724\r\n00:48:22,000 --&gt; 00:48:25,930\r\nand then expose the information that an agent would need\r\n\r\n725\r\n00:48:25,930 --&gt; 00:48:31,080\r\non agent desktop via lookup services and lookup calls. Next\r\n\r\n726\r\n00:48:31,080 --&gt; 00:48:33,660\r\nin our line of work is to get this data\r\n\r\n727\r\n00:48:33,660 --&gt; 00:48:36,680\r\nand then provide some sort of analytical view back to\r\n\r\n728\r\n00:48:36,680 --&gt; 00:48:41,300\r\nGenesys. So information like how exactly the consumer, who was\r\n\r\n729\r\n00:48:41,300 --&gt; 00:48:46,040\r\ndealing with this call center agent, navigating from a page\r\n\r\n730\r\n00:48:46,040 --&gt; 00:48:49,710\r\nor from a site based on interaction. Or things like,\r\n\r\n731\r\n00:48:49,710 --&gt; 00:48:59,460\r\nwhat exactly is the redemption rate, and are there other products\r\n\r\n732\r\n00:48:59,460 --&gt; 00:49:02,540\r\nthat he could recommend which could actually make sense as\r\n\r\n733\r\n00:49:02,830 --&gt; 00:49:05,340\r\na subsequent discussion. Those will be the next part of\r\n\r\n734\r\n00:49:05,580 --&gt; 00:49:11,650\r\nthe road map. Thank you very much. This next question\r\n\r\n735\r\n00:49:12,020 --&gt; 00:49:15,760\r\nis for you, Alan. The question is, \" What can we expect\r\n\r\n736\r\n00:49:15,760 --&gt; 00:49:19,870\r\nin the way of change in a CX post- pandemic\r\n\r\n737\r\n00:49:19,870 --&gt; 00:49:26,390\r\nworld?\" I think the biggest thing that we can expect, and that's\r\n\r\n738\r\n00:49:26,390 --&gt; 00:49:30,390\r\na great question, is that this digital transformation, this accelerated\r\n\r\n739\r\n00:49:30,390 --&gt; 00:49:33,960\r\ndigital transformation that was forced by the pandemic, is going to\r\n\r\n740\r\n00:49:33,960 --&gt; 00:49:37,760\r\nincrease. It's not going to go away. So when we look\r\n\r\n741\r\n00:49:37,760 --&gt; 00:49:41,830\r\nat the digitalization of business processes, brands, the cross- channel\r\n\r\n742\r\n00:49:41,830 --&gt; 00:49:45,150\r\nexperiences, that's all going to become more critical, and the\r\n\r\n743\r\n00:49:45,150 --&gt; 00:49:48,850\r\nability to move that data across those different channels to\r\n\r\n744\r\n00:49:48,850 --&gt; 00:49:51,440\r\nbe able to give that integrated experience, which every customer\r\n\r\n745\r\n00:49:51,440 --&gt; 00:49:56,830\r\nwants, is going to be the big shift in 2021, 2022.\r\n\r\n746\r\n00:49:57,240 --&gt; 00:50:00,170\r\nSo that's really what I'm looking forward to, is the\r\n\r\n747\r\n00:50:00,170 --&gt; 00:50:07,300\r\nnew digital world that we'll see exposed coming out. Thank\r\n\r\n748\r\n00:50:07,300 --&gt; 00:50:10,600\r\nyou very much. Dan, I'm actually going to direct this\r\n\r\n749\r\n00:50:10,970 --&gt; 00:50:15,390\r\nnext question to you and Sridhar, actually. So, during your\r\n\r\n750\r\n00:50:15,390 --&gt; 00:50:17,960\r\ndemo, you were showing all of the interactions that you\r\n\r\n751\r\n00:50:17,960 --&gt; 00:50:19,820\r\nwere putting in from the web page and then receiving\r\n\r\n752\r\n00:50:19,820 --&gt; 00:50:23,730\r\nthem on the back end. A attendee wants to know, \" Is\r\n\r\n753\r\n00:50:23,730 --&gt; 00:50:29,460\r\nthis using Adobe Analytics on the web page itself?\" Yes.\r\n\r\n754\r\n00:50:29,460 --&gt; 00:50:34,640\r\nSo, the new partnership that we've been discussing is about\r\n\r\n755\r\n00:50:34,640 --&gt; 00:50:39,370\r\nthe Adobe Experience platform integration, but we also integrate with\r\n\r\n756\r\n00:50:39,670 --&gt; 00:50:44,170\r\nseveral other Adobe products, including Adobe Analytics. So we can\r\n\r\n757\r\n00:50:44,320 --&gt; 00:50:47,640\r\nsend information to Adobe Analytics and we will be able\r\n\r\n758\r\n00:50:47,640 --&gt; 00:50:50,810\r\nto use the information that is in Adobe Analytics to\r\n\r\n759\r\n00:50:51,030 --&gt; 00:50:56,460\r\nfurther inform us about the identity, the sales stage, of\r\n\r\n760\r\n00:50:56,460 --&gt; 00:51:02,840\r\nthat customer. We integrate with Adobe Tag Manager, Adobe Launch.\r\n\r\n761\r\n00:51:03,010 --&gt; 00:51:09,130\r\nWe can also integrate with Adobe Experience Cloud, and we\r\n\r\n762\r\n00:51:09,130 --&gt; 00:51:14,440\r\neven have integrations through our, what we call data actions,\r\n\r\n763\r\n00:51:15,990 --&gt; 00:51:19,200\r\nwith products such as Marketo. So there are a number\r\n\r\n764\r\n00:51:19,200 --&gt; 00:51:24,440\r\nof integrations that we have with Adobe products through this platform.\r\n\r\n765\r\n00:51:28,780 --&gt; 00:51:32,230\r\nThank you very much. The next question is, \" How do\r\n\r\n766\r\n00:51:32,230 --&gt; 00:51:36,320\r\nyou carry context from web to voice without forcing customers\r\n\r\n767\r\n00:51:36,320 --&gt; 00:51:41,770\r\nto log in on the web?\" There are a couple of different options, and we\r\n\r\n768\r\n00:51:41,770 --&gt; 00:51:46,750\r\nwork together with Adobe to do this. So, we utilize\r\n\r\n769\r\n00:51:47,710 --&gt; 00:51:52,160\r\nthe cookie, the phone number, and the email to do\r\n\r\n770\r\n00:51:52,160 --&gt; 00:51:57,700\r\nwhat we call identity stitching. Additionally, Adobe has something called\r\n\r\n771\r\n00:51:57,970 --&gt; 00:52:02,260\r\nan identity service. So, as you saw when we were\r\n\r\n772\r\n00:52:02,260 --&gt; 00:52:06,020\r\ndoing the demonstration, we started with an unknown visitor. So\r\n\r\n773\r\n00:52:06,020 --&gt; 00:52:10,700\r\nthere still are insights you can glean from observing, analyzing\r\n\r\n774\r\n00:52:10,790 --&gt; 00:52:14,790\r\nthe behavior of people who are unknown. We can see\r\n\r\n775\r\n00:52:14,790 --&gt; 00:52:16,320\r\nwhat part of the world they're from if they're on\r\n\r\n776\r\n00:52:16,320 --&gt; 00:52:19,590\r\nthe website, we can see what may have brought them\r\n\r\n777\r\n00:52:19,590 --&gt; 00:52:24,380\r\nto the digital property, we can observe what they're putting\r\n\r\n778\r\n00:52:24,380 --&gt; 00:52:29,440\r\nin their shopping cart or what form fill elements they're\r\n\r\n779\r\n00:52:29,480 --&gt; 00:52:34,730\r\nentering into an application online. And then once the customer\r\n\r\n780\r\n00:52:34,730 --&gt; 00:52:38,090\r\nstarts to share some identity information, we can begin to\r\n\r\n781\r\n00:52:38,090 --&gt; 00:52:40,610\r\nconnect those dots. We can say, \" What do we know\r\n\r\n782\r\n00:52:40,610 --&gt; 00:52:44,470\r\nabout them,\" in the marketing automation platform once they've shared\r\n\r\n783\r\n00:52:44,470 --&gt; 00:52:49,170\r\ntheir email, maybe after initiating a chat. We can then\r\n\r\n784\r\n00:52:49,250 --&gt; 00:52:52,990\r\nuse that to see what other campaigns appeal to them.\r\n\r\n785\r\n00:52:53,980 --&gt; 00:52:56,070\r\nAnd then, if they do share a phone number, when\r\n\r\n786\r\n00:52:57,370 --&gt; 00:53:00,810\r\nthat call comes in we can, in real- time, find\r\n\r\n787\r\n00:53:00,810 --&gt; 00:53:03,060\r\nout if the owner of that phone number is on\r\n\r\n788\r\n00:53:03,060 --&gt; 00:53:07,840\r\nour website right now, yesterday, last week, and again pull\r\n\r\n789\r\n00:53:07,840 --&gt; 00:53:14,530\r\nit all together. So, it is a solution we call\r\n\r\n790\r\n00:53:14,530 --&gt; 00:53:19,450\r\nprogressively profiling. So we don't have to have the identity\r\n\r\n791\r\n00:53:19,450 --&gt; 00:53:24,860\r\nof all people known. This can evolve as a customer\r\n\r\n792\r\n00:53:24,860 --&gt; 00:53:29,280\r\nbegins to share information by their behavior and by entering\r\n\r\n793\r\n00:53:29,320 --&gt; 00:53:36,430\r\nsome information online. Sridhar, anything else to add to that? Yeah, I mean\r\n\r\n794\r\n00:53:36,740 --&gt; 00:53:38,650\r\nyou got pretty much everything. One thing I want to\r\n\r\n795\r\n00:53:38,650 --&gt; 00:53:42,840\r\nadd is what we are looking at in terms of reacting\r\n\r\n796\r\n00:53:42,890 --&gt; 00:53:47,470\r\nor responding to a particular customer. Predictive engagement, as well\r\n\r\n797\r\n00:53:47,470 --&gt; 00:53:51,260\r\nas how we want to include all the marketing that is\r\n\r\n798\r\n00:53:51,260 --&gt; 00:53:54,970\r\nbeing done so far, and how we can actually transition into\r\n\r\n799\r\n00:53:55,740 --&gt; 00:53:58,530\r\nan action, whether it is engaging with a call center\r\n\r\n800\r\n00:53:58,530 --&gt; 00:54:01,580\r\nagent or engaging with a brand via other means. So\r\n\r\n801\r\n00:54:01,580 --&gt; 00:54:03,500\r\nputting them all together, we just want to make sure\r\n\r\n802\r\n00:54:03,500 --&gt; 00:54:12,320\r\nwe are conveying the right message at the right time. Thanks guys. So\r\n\r\n803\r\n00:54:12,320 --&gt; 00:54:15,210\r\nwe have time for one more question, so I'm going\r\n\r\n804\r\n00:54:15,210 --&gt; 00:54:18,280\r\nto ask the last question and then I'll wrap up\r\n\r\n805\r\n00:54:18,300 --&gt; 00:54:20,950\r\nhere today. So, the last question is, \"Do you foresee any abrasion\r\n\r\n806\r\n00:54:20,950 --&gt; 00:54:23,210\r\nwith members who do not want to interact with bots\r\n\r\n807\r\n00:54:23,550 --&gt; 00:54:27,270\r\nand proceed directly to a live person without giving a\r\n\r\n808\r\n00:54:27,270 --&gt; 00:54:34,570\r\nway upfront?\" I think we can utilize our platform to, number\r\n\r\n809\r\n00:54:34,570 --&gt; 00:54:39,210\r\none, learn about the attributes and behaviors of all those\r\n\r\n810\r\n00:54:39,210 --&gt; 00:54:48,100\r\npeople who may dismiss the bot immediately. Maybe, over time,\r\n\r\n811\r\n00:54:48,100 --&gt; 00:54:53,350\r\nyou might identify people who are from a certain geography\r\n\r\n812\r\n00:54:53,390 --&gt; 00:54:59,170\r\nor looking at certain areas of your website, and those\r\n\r\n813\r\n00:54:59,170 --&gt; 00:55:03,620\r\npeople are much more likely to dismiss the bot and\r\n\r\n814\r\n00:55:03,620 --&gt; 00:55:07,310\r\nask for agent, agent, agent. And then, in the future, you\r\n\r\n815\r\n00:55:07,310 --&gt; 00:55:11,370\r\ncan start to put them into a segment for different\r\n\r\n816\r\n00:55:11,430 --&gt; 00:55:15,020\r\npersonalized treatment. So, when we see people who share these\r\n\r\n817\r\n00:55:15,020 --&gt; 00:55:19,470\r\nattributes, connect them right to a live agent. And others\r\n\r\n818\r\n00:55:19,600 --&gt; 00:55:23,340\r\nmay prefer to engage with bots, for example, and in\r\n\r\n819\r\n00:55:23,340 --&gt; 00:55:27,170\r\nthose cases you may not want to, even though you\r\n\r\n820\r\n00:55:27,170 --&gt; 00:55:29,860\r\nwould prefer as a business to connect them to a\r\n\r\n821\r\n00:55:29,860 --&gt; 00:55:33,240\r\nlive agent, maybe you discover that the customer is more\r\n\r\n822\r\n00:55:33,240 --&gt; 00:55:37,700\r\ncomfortable engaging first with a bot to see if they\r\n\r\n823\r\n00:55:37,700 --&gt; 00:55:40,780\r\ncan get that information that they need much more quickly.\r\n\r\n824\r\n00:55:42,080 --&gt; 00:55:45,880\r\nAny other ideas there, Sridhar or Alan, you'd like to\r\n\r\n825\r\n00:55:45,880 --&gt; 00:55:52,830\r\nadd to that? I, personally, have seen things whenever I\r\n\r\n826\r\n00:55:52,830 --&gt; 00:55:56,920\r\nneed to get a, especially when businesses are having different\r\n\r\n827\r\n00:55:57,100 --&gt; 00:56:00,420\r\nmandates based on geographical locations, I would personally just would\r\n\r\n828\r\n00:56:00,420 --&gt; 00:56:03,370\r\nlike to reach out and then get the information as\r\n\r\n829\r\n00:56:03,370 --&gt; 00:56:07,790\r\nquick as possible, so bots work in most cases. And\r\n\r\n830\r\n00:56:07,790 --&gt; 00:56:12,680\r\nagain, what we're trying to do here is utilize the\r\n\r\n831\r\n00:56:12,950 --&gt; 00:56:17,590\r\nbehaviors and attributes, the data that's available in our combined,\r\n\r\n832\r\n00:56:17,590 --&gt; 00:56:23,730\r\ncollaborative platforms, to predict how, when, and with whom engage,\r\n\r\n833\r\n00:56:24,320 --&gt; 00:56:30,180\r\nso how to engage could be offering a callback, or\r\n\r\n834\r\n00:56:31,200 --&gt; 00:56:36,390\r\na email, or again, suggesting a bot when you think\r\n\r\n835\r\n00:56:36,520 --&gt; 00:56:40,000\r\nthat's the best approach. So the AI has the ability\r\n\r\n836\r\n00:56:40,000 --&gt; 00:56:45,990\r\nto discover and learn those customer preferences over time. Right.\r\n\r\n837\r\n00:56:45,990 --&gt; 00:56:47,570\r\nThe only thing that I would add to that is\r\n\r\n838\r\n00:56:47,570 --&gt; 00:56:52,290\r\nthat we call that the contextualization of the experience. And\r\n\r\n839\r\n00:56:52,290 --&gt; 00:56:57,120\r\nso, that could be anything from you're calling in from\r\n\r\n840\r\n00:56:57,120 --&gt; 00:56:59,710\r\na mobile number so you don't want to necessarily go\r\n\r\n841\r\n00:56:59,710 --&gt; 00:57:02,540\r\nto a bot, to there's a back- end system that\r\n\r\n842\r\n00:57:02,540 --&gt; 00:57:05,030\r\nmay have data, say it's you're calling in about a\r\n\r\n843\r\n00:57:05,030 --&gt; 00:57:07,820\r\ncredit card breach and it already knows that your number's\r\n\r\n844\r\n00:57:07,820 --&gt; 00:57:11,820\r\nbeen breached so it immediately sends you to a live\r\n\r\n845\r\n00:57:11,820 --&gt; 00:57:14,730\r\nagent. So, there's some really interesting new technologies that are\r\n\r\n846\r\n00:57:14,730 --&gt; 00:57:17,360\r\ncoming out out there, and the way Adobe and Genesys\r\n\r\n847\r\n00:57:17,360 --&gt; 00:57:19,830\r\nare putting this together, I think, is definitely near the\r\n\r\n848\r\n00:57:19,830 --&gt; 00:57:26,660\r\nforefront. All right guys, thank you very much. I think\r\n\r\n849\r\n00:57:26,660 --&gt; 00:57:29,570\r\nthat's a good way to wrap it up. So, first\r\n\r\n850\r\n00:57:29,570 --&gt; 00:57:32,250\r\nI want to thank our speakers for answering those awesome questions.\r\n\r\n851\r\n00:57:32,720 --&gt; 00:57:34,870\r\nUnfortunately, there were a couple that we did not answer\r\n\r\n852\r\n00:57:34,870 --&gt; 00:57:37,160\r\naloud, but don't fret. We're going to follow up with\r\n\r\n853\r\n00:57:37,160 --&gt; 00:57:40,270\r\nyou via email within the next few business days. However,\r\n\r\n854\r\n00:57:40,270 --&gt; 00:57:42,940\r\nif you're looking for more of a prompt response, do\r\n\r\n855\r\n00:57:42,940 --&gt; 00:57:45,860\r\nme a favor and just email us at onlineevents@ genesys.\r\n\r\n856\r\n00:57:46,170 --&gt; 00:57:48,680\r\ncom, no caps or spaces, with the title of today's\r\n\r\n857\r\n00:57:48,680 --&gt; 00:57:51,090\r\nwebcast in the subject line and we'll be sure to\r\n\r\n858\r\n00:57:51,090 --&gt; 00:57:54,870\r\nget back to you as promptly as we can. All\r\n\r\n859\r\n00:57:54,880 --&gt; 00:57:56,940\r\nright, so to wrap up, don't forget to take advantage\r\n\r\n860\r\n00:57:56,940 --&gt; 00:58:00,290\r\nof the additional resources within the resource list below the\r\n\r\n861\r\n00:58:00,290 --&gt; 00:58:02,910\r\nslides today. So, clicking on these will open up in\r\n\r\n862\r\n00:58:02,910 --&gt; 00:58:04,790\r\na new tab, and make sure you do so before\r\n\r\n863\r\n00:58:04,790 --&gt; 00:58:07,520\r\ntoday's session ends. It'll give you additional information on the\r\n\r\n864\r\n00:58:07,520 --&gt; 00:58:11,330\r\npartnership between Adobe and Genesys. Also, as a friendly reminder,\r\n\r\n865\r\n00:58:11,330 --&gt; 00:58:13,480\r\nif you could please fill out that survey that's going to show up\r\n\r\n866\r\n00:58:13,480 --&gt; 00:58:16,690\r\nat the end of today's webcast, we'd greatly appreciate your\r\n\r\n867\r\n00:58:16,690 --&gt; 00:58:20,980\r\nfeedback. And with that, on behalf of Alan, Sridhar, Dan\r\n\r\n868\r\n00:58:20,980 --&gt; 00:58:23,500\r\nand the entire Genesys team, we thank you again for\r\n\r\n869\r\n00:58:23,500 --&gt; 00:58:27,170\r\njoining today's webcast, \" Connect the Dots with Genesys and Adobe.\"\r\n\r\n870\r\n00:58:27,490 --&gt; 00:58:29,470\r\nUntil next time, have a good one everyone.[mktoform form_type=\"hot\" cta_header=\"WATCH THE ON-DEMAND RECORDING\" cta_button=\"Watch Now!\" cms_hold=\"RG\" cid_id=\"7011T000001l0LrQAI\"]\r\nMeet the Speakers\r\n\r\nAlan Webber\r\nGuest Speaker\r\nProgram VP, Customer Experience\r\nIDC\r\n\r\nSridhar Jayakumar\r\nGuest Speaker\r\nPrincipal Product Manager\r\nAdobe\r\n\r\nDan Arra\r\nVP, Sales\r\nGenesys AI\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Analyst,Webinar Bytes,Genesys Cloud,genesys cloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/webinar-bytes-2021-contact-center-buyers-guide-webinar?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Analyst Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">[Webinar Bytes] 2021 Contact Center Buyers Guide Webinar<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nWebinar Bytes\r\n\r\n2021 Contact Center Buyers Guide Webinar\r\n[cutoff co_thick=\"2px\"]We\u2019ve taken one of our webinars and broken it down in to smaller video segments.\u00a0 Check out some of the most important parts of the webinar below.\u00a0 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.\r\n\r\nWatch 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.\r\n\r\nWatch the full webinar by clicking this\u00a0link.[cutoff co_thick=\"2px\"]\r\nMeet the Speakers\r\n\r\nSheila McGee Smith\r\nFounder and Principal Analyst\r\nMcGee Smith Analytics\r\n\r\nJanelle Dieken\r\nSenior Vice President of Content Marketing\r\nGenesys\r\n[cutoff co_thick=\"2px\"]1\r\n00:00:00,000 --&gt; 00:00:05,720\r\nAs we moved into 2020, the predictions then were an\r\n\r\n2\r\n00:00:05,720 --&gt; 00:00:12,240\r\nincreased need for digital engagement and ways that we could\r\n\r\n3\r\n00:00:12,240 --&gt; 00:00:17,500\r\nintegrate digital engagement with live agents because just more and\r\n\r\n4\r\n00:00:17,500 --&gt; 00:00:23,840\r\nmore were looking for those digital channels. Virtual bots, virtual\r\n\r\n5\r\n00:00:23,840 --&gt; 00:00:28,840\r\nagents, whatever we call them, intelligent virtual assistants, other types\r\n\r\n6\r\n00:00:28,840 --&gt; 00:00:33,760\r\nof artificial intelligence and machine learning, we're primarily in the\r\n\r\n7\r\n00:00:33,760 --&gt; 00:00:38,270\r\ninvestigation and early adopter phase. So there's some people trying\r\n\r\n8\r\n00:00:38,270 --&gt; 00:00:41,540\r\nit for small use cases, but it's still very early\r\n\r\n9\r\n00:00:41,540 --&gt; 00:00:46,650\r\nstages. The move to the cloud was increasingly being considered\r\n\r\n10\r\n00:00:46,650 --&gt; 00:00:51,260\r\nto be inevitable, but for a lot of companies it\r\n\r\n11\r\n00:00:51,260 --&gt; 00:00:54,840\r\nwas still allowing for a one to three- year planning\r\n\r\n12\r\n00:00:54,840 --&gt; 00:00:59,890\r\ncycle, there was no immediacy around it. If you think\r\n\r\n13\r\n00:00:59,890 --&gt; 00:01:03,420\r\nabout it, just a year ago UCaaS as a service and Contact\r\n\r\n14\r\n00:01:03,420 --&gt; 00:01:07,670\r\nCenter as a service were generally considered to be separate\r\n\r\n15\r\n00:01:07,670 --&gt; 00:01:11,850\r\ndecisions. Sometimes those were being made together, but more often\r\n\r\n16\r\n00:01:11,860 --&gt; 00:01:16,100\r\nthan not those were separate decisions. When companies thought about\r\n\r\n17\r\n00:01:16,620 --&gt; 00:01:23,790\r\nAPIs and platform features for their contact centers, those were\r\n\r\n18\r\n00:01:23,790 --&gt; 00:01:29,170\r\nconsidered possibilities that might become relevant in the future and\r\n\r\n19\r\n00:01:29,170 --&gt; 00:01:32,630\r\nwere worthy of investigation, but it wasn't a, \" Oh my\r\n\r\n20\r\n00:01:32,630 --&gt; 00:01:35,090\r\ngosh, what does my vendor have there?\" Kind of a\r\n\r\n21\r\n00:01:35,090 --&gt; 00:01:42,460\r\nthing yet. As we then flash forward to 2021, and\r\n\r\n22\r\n00:01:42,460 --&gt; 00:01:47,700\r\nnot to that but to 2021, what happened? What happened\r\n\r\n23\r\n00:01:47,700 --&gt; 00:01:52,980\r\nduring 2020 is that the things that we were worried\r\n\r\n24\r\n00:01:52,980 --&gt; 00:01:56,190\r\nabout, the things we were thinking about, didn't change as\r\n\r\n25\r\n00:01:56,190 --&gt; 00:02:01,180\r\nmuch as the immediacy changed. It was the timing, the\r\n\r\n26\r\n00:02:01,250 --&gt; 00:02:05,420\r\nurgency, that changed. So the same things are in the\r\n\r\n27\r\n00:02:05,420 --&gt; 00:02:09,650\r\nword cloud, but suddenly there's an increased need for digital\r\n\r\n28\r\n00:02:09,650 --&gt; 00:02:14,360\r\nengagement methods that are unified with voice agent capabilities, because\r\n\r\n29\r\n00:02:14,420 --&gt; 00:02:19,000\r\nof everyone, every business having to move to eCommerce, because\r\n\r\n30\r\n00:02:19,000 --&gt; 00:02:24,540\r\nof shelter- in- place orders sent agents home, kept people\r\n\r\n31\r\n00:02:24,540 --&gt; 00:02:29,600\r\nhome and as we're seeing now in 2021, continues to\r\n\r\n32\r\n00:02:29,600 --&gt; 00:02:35,950\r\ncycle as geographic areas, as municipalities and countries come in\r\n\r\n33\r\n00:02:35,950 --&gt; 00:02:37,890\r\nand out of lockdown states.<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Analyst,Genesys Cloud,genesys cloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/2021-contact-center-buyers-guide-webinar?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Analyst Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">2021 Contact Center Buyers Guide Webinar<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nAnalyst Webinar\r\n\r\n2021 Contact Center Buyers Guide Webinar\r\n[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.\r\n\r\nJoin 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.\r\n\r\nOn the agenda:\r\n\r\n \tIdentify and prioritize the essential capabilities that drive a modern contact center\r\n \tExplore the forces driving the urgency for cloud\r\n \tUnderstand why major analysts are now only evaluating cloud contact center solutions\r\n \tProvide guidance on what to look for in a product roadmap\r\n\r\nWhether you\u2019re 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\r\n00:00:08,930 --&gt; 00:00:12,390\r\nGood morning, evening and afternoon, everyone. This is Josh Reed\r\n\r\n2\r\n00:00:12,390 --&gt; 00:00:14,760\r\nfrom the Digital Events team here at Genesys, and let\r\n\r\n3\r\n00:00:14,760 --&gt; 00:00:16,820\r\nme start by saying welcome and thank you all for\r\n\r\n4\r\n00:00:16,820 --&gt; 00:00:22,300\r\njoining this 2021 Contact Center Buyers Guide Webinar. As I\r\n\r\n5\r\n00:00:22,300 --&gt; 00:00:24,330\r\nusually do, I want to take a few minutes here\r\n\r\n6\r\n00:00:24,330 --&gt; 00:00:26,870\r\nin the beginning to go over a few housekeeping items\r\n\r\n7\r\n00:00:26,870 --&gt; 00:00:29,260\r\nto ensure that you have the best experience viewing today's\r\n\r\n8\r\n00:00:29,260 --&gt; 00:00:33,500\r\npresentation. First off, if you do experience any problems or\r\n\r\n9\r\n00:00:33,950 --&gt; 00:00:36,960\r\nissues viewing or listening to today's presentation, do me a\r\n\r\n10\r\n00:00:36,960 --&gt; 00:00:39,480\r\nfavor and refresh your browser and make sure that it\r\n\r\n11\r\n00:00:39,480 --&gt; 00:00:42,410\r\nis indeed up to date. It also might help to\r\n\r\n12\r\n00:00:42,410 --&gt; 00:00:45,170\r\nswitch over to something like Chrome or Firefox as well,\r\n\r\n13\r\n00:00:45,310 --&gt; 00:00:47,490\r\nas these are the best browsers to support the webcast\r\n\r\n14\r\n00:00:47,490 --&gt; 00:00:51,330\r\nplatform. Also note that if you're having trouble seeing any\r\n\r\n15\r\n00:00:51,330 --&gt; 00:00:53,670\r\nof the content on the slides, you do have the\r\n\r\n16\r\n00:00:53,670 --&gt; 00:00:56,350\r\nability to enlarge that slide window by dragging any of\r\n\r\n17\r\n00:00:56,350 --&gt; 00:00:58,520\r\nthe corners or hitting the full screen button to the\r\n\r\n18\r\n00:00:58,520 --&gt; 00:01:03,740\r\ntop right. Also note that this webcast is designed to\r\n\r\n19\r\n00:01:03,740 --&gt; 00:01:06,270\r\nbe an interactive experience between you and our presenters today,\r\n\r\n20\r\n00:01:06,550 --&gt; 00:01:08,570\r\nso at any time during the webcast you can submit\r\n\r\n21\r\n00:01:08,570 --&gt; 00:01:12,090\r\nyour questions into the Q&amp; A window below the slide, and\r\n\r\n22\r\n00:01:12,090 --&gt; 00:01:13,680\r\nwe'll get to as many as we can during our\r\n\r\n23\r\n00:01:13,680 --&gt; 00:01:16,420\r\nlive Q&amp; A at the end of the presentation. However,\r\n\r\n24\r\n00:01:16,420 --&gt; 00:01:18,620\r\nsometimes time gets away from us and if that does\r\n\r\n25\r\n00:01:18,620 --&gt; 00:01:21,180\r\nhappen and we don't answer your question aloud, we'll just\r\n\r\n26\r\n00:01:21,180 --&gt; 00:01:23,410\r\nfollow up with you via email within the next few\r\n\r\n27\r\n00:01:23,410 --&gt; 00:01:28,030\r\nbusiness days. Please note that this is indeed being recorded,\r\n\r\n28\r\n00:01:28,030 --&gt; 00:01:29,580\r\nso if you have to jump to another meeting or\r\n\r\n29\r\n00:01:29,580 --&gt; 00:01:31,740\r\nanything like that and you miss part of the presentation,\r\n\r\n30\r\n00:01:31,740 --&gt; 00:01:33,780\r\nthat's okay, you're going to receive a link to the\r\n\r\n31\r\n00:01:33,780 --&gt; 00:01:36,830\r\non- demand recording via email from ON24 within the next\r\n\r\n32\r\n00:01:36,830 --&gt; 00:01:40,100\r\nfew business days. I'll also encourage you to feel free\r\n\r\n33\r\n00:01:40,100 --&gt; 00:01:42,240\r\nto go ahead and click that link in the resource\r\n\r\n34\r\n00:01:42,240 --&gt; 00:01:45,630\r\nbox below the slides as well, next to the Q&amp; A window and that'll\r\n\r\n35\r\n00:01:45,630 --&gt; 00:01:47,520\r\nopen up in a new tab in your browser, and\r\n\r\n36\r\n00:01:47,520 --&gt; 00:01:50,110\r\nthat's going to expand on today's topic on the context\r\n\r\n37\r\n00:01:50,110 --&gt; 00:01:54,870\r\nin our buyer's guide. Lastly, we welcome and appreciate your\r\n\r\n38\r\n00:01:54,870 --&gt; 00:01:57,380\r\nfeedback, so you'll have the opportunity to fill out a short\r\n\r\n39\r\n00:01:57,380 --&gt; 00:01:59,150\r\nsurvey that's going to show up at the end of today's\r\n\r\n40\r\n00:01:59,150 --&gt; 00:02:01,960\r\npresentation. That survey can be found at the last icon\r\n\r\n41\r\n00:02:01,960 --&gt; 00:02:04,590\r\nbelow, but it's going to allow us to tailor these\r\n\r\n42\r\n00:02:04,590 --&gt; 00:02:06,960\r\npresentations to exactly what you want to hear in the\r\n\r\n43\r\n00:02:06,960 --&gt; 00:02:13,350\r\nfuture of Genesys webinars. Like I said, short and sweet. Today\r\n\r\n44\r\n00:02:13,350 --&gt; 00:02:16,200\r\nwe have two excellent presenters excited to analyze the top\r\n\r\n45\r\n00:02:16,200 --&gt; 00:02:19,960\r\ntrends predicted for 2021 and provide some practical advice on\r\n\r\n46\r\n00:02:19,960 --&gt; 00:02:23,130\r\nnavigating these changes in the new year and beyond. I'm\r\n\r\n47\r\n00:02:23,130 --&gt; 00:02:26,070\r\nhappy to introduce to you Sheila McGee- Smith, the founder\r\n\r\n48\r\n00:02:26,070 --&gt; 00:02:29,040\r\nand principal analyst to McGee Smith Analytics as well as\r\n\r\n49\r\n00:02:29,040 --&gt; 00:02:31,930\r\nJanelle Dieken, the senior vice president of content marketing here\r\n\r\n50\r\n00:02:31,930 --&gt; 00:02:34,560\r\nat Genesys. With that being said, I'm going to hand\r\n\r\n51\r\n00:02:34,560 --&gt; 00:02:37,490\r\nthings over to Sheila to kick us off. Sheila, the\r\n\r\n52\r\n00:02:37,490 --&gt; 00:02:41,920\r\nfloor is yours. Thank you, Josh, and nice to be\r\n\r\n53\r\n00:02:41,920 --&gt; 00:02:45,280\r\nworking with you again, Janelle. Likewise. Happy new year, everyone.\r\n\r\n54\r\n00:02:46,460 --&gt; 00:02:48,470\r\nI may not be your first Genesys webinar, but it's\r\n\r\n55\r\n00:02:48,470 --&gt; 00:02:51,810\r\nmy first Genesys webinar for 2021, so what the heck.\r\n\r\n56\r\n00:02:53,330 --&gt; 00:02:58,070\r\nBefore we dive into 2021, I thought we'd step back\r\n\r\n57\r\n00:02:58,070 --&gt; 00:03:03,410\r\njust a little to 2020. As we moved into 2020,\r\n\r\n58\r\n00:03:03,920 --&gt; 00:03:08,550\r\nthe predictions then were an increased need for digital engagement\r\n\r\n59\r\n00:03:11,690 --&gt; 00:03:16,060\r\nand ways that we could integrate digital engagement with live\r\n\r\n60\r\n00:03:16,060 --&gt; 00:03:19,970\r\nagents because just more and more were looking for those\r\n\r\n61\r\n00:03:20,460 --&gt; 00:03:26,700\r\ndigital channels. Virtual bots, virtual agents, whatever we call them,\r\n\r\n62\r\n00:03:26,760 --&gt; 00:03:32,040\r\nintelligent virtual assistants, other types of artificial intelligence and machine\r\n\r\n63\r\n00:03:32,040 --&gt; 00:03:37,910\r\nlearning, we're primarily in the investigation and early adopter phase.\r\n\r\n64\r\n00:03:37,910 --&gt; 00:03:41,070\r\nSo there's some people trying it for small use cases,\r\n\r\n65\r\n00:03:41,180 --&gt; 00:03:44,660\r\nbut it's still very early stages. The move to the\r\n\r\n66\r\n00:03:44,660 --&gt; 00:03:50,150\r\ncloud was increasingly being considered to be inevitable, but for\r\n\r\n67\r\n00:03:50,150 --&gt; 00:03:53,760\r\na lot of companies it was still allowing for a\r\n\r\n68\r\n00:03:54,370 --&gt; 00:03:58,270\r\none to three- year planning cycle, there was no immediacy\r\n\r\n69\r\n00:03:58,270 --&gt; 00:04:02,320\r\naround it. If you think about it, just a year ago UCaaS\r\n\r\n70\r\n00:04:03,130 --&gt; 00:04:05,920\r\nas a service and Contact Center as a service were\r\n\r\n71\r\n00:04:05,920 --&gt; 00:04:11,290\r\ngenerally considered to be separate decisions. Sometimes those were being\r\n\r\n72\r\n00:04:11,290 --&gt; 00:04:13,870\r\nmade together, but more often than not those were separate\r\n\r\n73\r\n00:04:13,870 --&gt; 00:04:22,060\r\ndecisions. When companies thought about APIs and platform features for\r\n\r\n74\r\n00:04:22,060 --&gt; 00:04:27,790\r\ntheir contact centers, those were considered possibilities that might become\r\n\r\n75\r\n00:04:27,790 --&gt; 00:04:32,350\r\nrelevant in the future and were worthy of investigation, but\r\n\r\n76\r\n00:04:32,350 --&gt; 00:04:34,890\r\nit wasn't a, \" Oh my gosh, what does my vendor\r\n\r\n77\r\n00:04:34,890 --&gt; 00:04:39,720\r\nhave there?\" Kind of a thing yet. As we then\r\n\r\n78\r\n00:04:39,720 --&gt; 00:04:44,520\r\nflash forward to 2021, and not to that but to\r\n\r\n79\r\n00:04:44,520 --&gt; 00:04:52,910\r\n2021, what happened? What happened during 2020 is that the\r\n\r\n80\r\n00:04:52,910 --&gt; 00:04:55,150\r\nthings that we were worried about, the things we were\r\n\r\n81\r\n00:04:55,150 --&gt; 00:05:00,560\r\nthinking about, didn't change as much as the immediacy changed.\r\n\r\n82\r\n00:05:00,660 --&gt; 00:05:04,870\r\nIt was the timing, the urgency, that changed. So the\r\n\r\n83\r\n00:05:04,870 --&gt; 00:05:08,500\r\nsame things are in the word cloud, but suddenly there's\r\n\r\n84\r\n00:05:08,500 --&gt; 00:05:12,750\r\nan increased need for digital engagement methods that are unified\r\n\r\n85\r\n00:05:12,750 --&gt; 00:05:17,950\r\nwith voice agent capabilities, because of everyone, every business having\r\n\r\n86\r\n00:05:17,950 --&gt; 00:05:21,930\r\nto move to eCommerce, because of shelter- in- place orders\r\n\r\n87\r\n00:05:22,050 --&gt; 00:05:27,180\r\nsent agents home, kept people home and as we're seeing\r\n\r\n88\r\n00:05:27,180 --&gt; 00:05:34,040\r\nnow in 2021, continues to cycle as geographic areas, as\r\n\r\n89\r\n00:05:34,390 --&gt; 00:05:38,920\r\nmunicipalities and countries come in and out of lockdown states.\r\n\r\n90\r\n00:05:39,500 --&gt; 00:05:43,540\r\nSo what was nice to have a year ago is\r\n\r\n91\r\n00:05:44,060 --&gt; 00:05:47,890\r\nthe only way we can do business in 2021. The\r\n\r\n92\r\n00:05:47,890 --&gt; 00:05:52,560\r\nrise in remote agents also put our new focus on\r\n\r\n93\r\n00:05:52,560 --&gt; 00:05:56,940\r\nworkforce engagement management because now, all the things that we\r\n\r\n94\r\n00:05:56,940 --&gt; 00:05:59,530\r\nused to be able to do with agents in place\r\n\r\n95\r\n00:05:59,880 --&gt; 00:06:03,060\r\nin the office, things like how we hire, how we\r\n\r\n96\r\n00:06:03,060 --&gt; 00:06:07,490\r\nsupport the agents, how we coach and train them, now\r\n\r\n97\r\n00:06:07,490 --&gt; 00:06:10,220\r\nwe have to figure out how to do that remotely.\r\n\r\n98\r\n00:06:11,270 --&gt; 00:06:13,920\r\nA lot of times, some of those tools are embedded\r\n\r\n99\r\n00:06:13,920 --&gt; 00:06:18,460\r\nin workforce engagement management solutions that companies may have had\r\n\r\n100\r\n00:06:18,470 --&gt; 00:06:20,850\r\nin the solutions they have, may have had those options,\r\n\r\n101\r\n00:06:21,050 --&gt; 00:06:23,820\r\nbut never really deployed them. A great example, I think,\r\n\r\n102\r\n00:06:23,820 --&gt; 00:06:30,010\r\nis gamification. The adoption rate of gamification coming into 2020\r\n\r\n103\r\n00:06:30,470 --&gt; 00:06:34,520\r\nwas relatively low, and suddenly that was the kind of\r\n\r\n104\r\n00:06:34,520 --&gt; 00:06:37,900\r\napplication that companies realized, \" This is going to help me with\r\n\r\n105\r\n00:06:37,900 --&gt; 00:06:40,570\r\nmy agents. This is going to help me with agent\r\n\r\n106\r\n00:06:40,690 --&gt; 00:06:44,830\r\nengagement, it can also help with coaching, there's a lot\r\n\r\n107\r\n00:06:44,830 --&gt; 00:06:48,350\r\nof different elements.\" So again, something that was important, it became\r\n\r\n108\r\n00:06:48,350 --&gt; 00:06:56,080\r\nmore important. Virtual agents, bots, AI, were often fast tracked\r\n\r\n109\r\n00:06:56,170 --&gt; 00:07:01,940\r\nto handle what became unheard of interaction demand. I mean,\r\n\r\n110\r\n00:07:01,940 --&gt; 00:07:05,070\r\nI'm always drawn to the case that Janelle is going\r\n\r\n111\r\n00:07:05,070 --&gt; 00:07:08,170\r\nto talk about, one of these case studies later on in the\r\n\r\n112\r\n00:07:08,170 --&gt; 00:07:14,270\r\nhour, of millions of people going on unemployment and hitting\r\n\r\n113\r\n00:07:14,620 --&gt; 00:07:19,760\r\nunemployment contact centers that were simply unprepared and unable to\r\n\r\n114\r\n00:07:19,760 --&gt; 00:07:22,930\r\nhandle the sheer volume. And just the quickness with which\r\n\r\n115\r\n00:07:22,930 --&gt; 00:07:30,020\r\ncompanies and governments installed chat bots and voice bots to\r\n\r\n116\r\n00:07:30,020 --&gt; 00:07:32,400\r\nbe able to answer those interactions, which is something that\r\n\r\n117\r\n00:07:32,400 --&gt; 00:07:35,470\r\nhappened much more quickly than anybody would've thought a year\r\n\r\n118\r\n00:07:35,470 --&gt; 00:07:41,230\r\nearlier. Then, with respect to platform and APIs, I think\r\n\r\n119\r\n00:07:41,230 --&gt; 00:07:47,130\r\nthe ability to quickly redesign and customize customer experience became,\r\n\r\n120\r\n00:07:47,130 --&gt; 00:07:51,960\r\nagain, more of a necessity because what platform and API\r\n\r\n121\r\n00:07:52,020 --&gt; 00:07:56,050\r\nallows you to do, is to drive down into the\r\n\r\n122\r\n00:07:56,050 --&gt; 00:07:59,650\r\nbusiness operation, the ability to make the kind of changes\r\n\r\n123\r\n00:07:59,820 --&gt; 00:08:04,470\r\nthat might be required by rapidly changing conditions. And with\r\n\r\n124\r\n00:08:04,940 --&gt; 00:08:08,380\r\nwhat's going on, conditions are changing all the time. Great\r\n\r\n125\r\n00:08:08,380 --&gt; 00:08:13,150\r\nexample, my in- laws live in South Carolina, they opened\r\n\r\n126\r\n00:08:13,150 --&gt; 00:08:16,280\r\nup the ability to sign up for vaccines last week,\r\n\r\n127\r\n00:08:16,550 --&gt; 00:08:20,950\r\nthey're both well into their 90s and they both signed\r\n\r\n128\r\n00:08:20,950 --&gt; 00:08:25,550\r\nup, all good. Lot of remote help by their daughter-\r\n\r\n129\r\n00:08:25,550 --&gt; 00:08:28,880\r\nin- law, but they signed up. And then, this morning\r\n\r\n130\r\n00:08:28,880 --&gt; 00:08:31,920\r\nget a call to say, \" We no longer have a\r\n\r\n131\r\n00:08:32,210 --&gt; 00:08:35,960\r\nsupply of vaccines so we're going to have to reschedule.\" So\r\n\r\n132\r\n00:08:35,960 --&gt; 00:08:39,980\r\nthings that even were taking one interaction, the email interaction\r\n\r\n133\r\n00:08:40,030 --&gt; 00:08:43,410\r\nsetup, now there's phone calls that have to happen because\r\n\r\n134\r\n00:08:43,740 --&gt; 00:08:47,770\r\nsupplies aren't in, so just the requirement to be able\r\n\r\n135\r\n00:08:47,770 --&gt; 00:08:51,260\r\nto change things quickly and driving that down to the\r\n\r\n136\r\n00:08:51,260 --&gt; 00:08:54,940\r\ncontact center and not requiring IT, again, much more of\r\n\r\n137\r\n00:08:54,940 --&gt; 00:08:58,020\r\na need today than we saw even a year ago.\r\n\r\n138\r\n00:09:00,370 --&gt; 00:09:02,820\r\nSo we're going to go to our first poll, Janelle, and we're\r\n\r\n139\r\n00:09:02,820 --&gt; 00:09:05,420\r\ngoing to ask all of you, this is the first\r\n\r\n140\r\n00:09:05,640 --&gt; 00:09:08,290\r\nof three polls that we're going to do. We're going\r\n\r\n141\r\n00:09:08,290 --&gt; 00:09:13,210\r\nto ask, \" What is your strategy for using cloud technology\r\n\r\n142\r\n00:09:13,210 --&gt; 00:09:18,700\r\nto support customer experience?\" Are using Contact Center as a\r\n\r\n143\r\n00:09:18,710 --&gt; 00:09:24,710\r\nService? Do you have a private cloud? Are you today\r\n\r\n144\r\n00:09:24,760 --&gt; 00:09:31,690\r\ncombining clouds application with on- premises or hosted solutions? Are\r\n\r\n145\r\n00:09:31,690 --&gt; 00:09:35,140\r\nyou on- premises, and there's certainly a lot of companies\r\n\r\n146\r\n00:09:35,140 --&gt; 00:09:39,420\r\nwhose contact centers remain on- premises, or are you in\r\n\r\n147\r\n00:09:39,420 --&gt; 00:09:44,850\r\nan evaluation stage? We're hoping we caught all the choices\r\n\r\n148\r\n00:09:44,850 --&gt; 00:09:49,960\r\nthere, we will work on the choices because that was part of this. So\r\n\r\n149\r\n00:09:49,960 --&gt; 00:09:52,860\r\nI'm going to ask you, Janelle, what do you think\r\n\r\n150\r\n00:09:52,860 --&gt; 00:09:57,010\r\nis going to come in as number one? Well, I think\r\n\r\n151\r\n00:09:57,010 --&gt; 00:09:59,790\r\nit depends on who our audience is today. I think\r\n\r\n152\r\n00:09:59,790 --&gt; 00:10:03,310\r\nif it's a lot of small, mid- size companies, we'll\r\n\r\n153\r\n00:10:03,310 --&gt; 00:10:06,480\r\nsee a vast majority on the first. But larger enterprise,\r\n\r\n154\r\n00:10:06,480 --&gt; 00:10:09,350\r\nhere at Genesys, we're seeing a bit of mixed bag\r\n\r\n155\r\n00:10:09,600 --&gt; 00:10:13,870\r\nwith multi cloud options that provide that flexibility of cloud\r\n\r\n156\r\n00:10:13,870 --&gt; 00:10:18,940\r\nwith that range of control that companies are still comfortable\r\n\r\n157\r\n00:10:18,940 --&gt; 00:10:21,760\r\nwith. I think there could be more options if you break out\r\n\r\n158\r\n00:10:22,000 --&gt; 00:10:26,810\r\nwhat's customer operated, we see some going system- integrated operated\r\n\r\n159\r\n00:10:26,810 --&gt; 00:10:32,370\r\nbut customer owned and managed, so it'll be interesting. I\r\n\r\n160\r\n00:10:32,370 --&gt; 00:10:34,870\r\nthink we'll see a mixed bag but I'm placing my\r\n\r\n161\r\n00:10:34,870 --&gt; 00:10:39,350\r\nbets majority on A, what do you think, Sheila? Its\r\n\r\n162\r\n00:10:39,350 --&gt; 00:10:43,620\r\ninteresting when I think about some of my analyst colleagues\r\n\r\n163\r\n00:10:43,680 --&gt; 00:10:46,530\r\nand the reports that are written about the contact center\r\n\r\n164\r\n00:10:46,530 --&gt; 00:10:49,990\r\nmarket. One of the leading analyst firms has decided that\r\n\r\n165\r\n00:10:49,990 --&gt; 00:10:52,580\r\nContact Center as a Service is the only thing we need\r\n\r\n166\r\n00:10:52,580 --&gt; 00:10:56,630\r\nto look at, that's all there is. I think what\r\n\r\n167\r\n00:10:56,630 --&gt; 00:10:59,640\r\nwe're going to find here, is that the whole world\r\n\r\n168\r\n00:10:59,640 --&gt; 00:11:02,290\r\ndoesn't think the same way as they do, that there\r\n\r\n169\r\n00:11:02,530 --&gt; 00:11:07,090\r\nare people who are on lots of different types of\r\n\r\n170\r\n00:11:07,090 --&gt; 00:11:11,900\r\nsystems. Where that might be an end goal, Contact Center as\r\n\r\n171\r\n00:11:11,900 --&gt; 00:11:15,160\r\na Service, that end goal could be 10 years away\r\n\r\n172\r\n00:11:15,250 --&gt; 00:11:18,370\r\nfor a lot of businesses. Let's see what our audience\r\n\r\n173\r\n00:11:18,370 --&gt; 00:11:24,060\r\nhas to say, drum roll. Look at that! You win\r\n\r\n174\r\n00:11:24,060 --&gt; 00:11:30,960\r\nthere, 45% are on Contact Center as a Service- Yeah, the\r\n\r\n175\r\n00:11:30,960 --&gt; 00:11:34,700\r\nmajority, it's interesting to see hybrid. We see that, too,\r\n\r\n176\r\n00:11:34,700 --&gt; 00:11:38,660\r\nas a stepping stone along the way, to grab that\r\n\r\n177\r\n00:11:38,660 --&gt; 00:11:43,550\r\ninnovation while still leveraging existing investments, so that's interesting to\r\n\r\n178\r\n00:11:43,550 --&gt; 00:11:46,400\r\nsee and quite a few on the phone still evaluating\r\n\r\n179\r\n00:11:46,400 --&gt; 00:11:50,560\r\nso hopefully they can capture some of the lessons from\r\n\r\n180\r\n00:11:50,560 --&gt; 00:11:54,830\r\nthe case studies ahead, too. Yeah. I guess I'm even\r\n\r\n181\r\n00:11:54,830 --&gt; 00:11:59,900\r\na little surprised that they're still evaluating, that it's that high,\r\n\r\n182\r\n00:11:59,900 --&gt; 00:12:03,500\r\nit's actually our number two response. But like you, not\r\n\r\n183\r\n00:12:03,620 --&gt; 00:12:08,560\r\nsurprised with hybrid, on- premise is so low. Yeah. So\r\n\r\n184\r\n00:12:08,560 --&gt; 00:12:13,330\r\neven though we know that about 75% of agents, as\r\n\r\n185\r\n00:12:13,330 --&gt; 00:12:17,190\r\nwe enter 2021, are still served by a premises- based\r\n\r\n186\r\n00:12:17,190 --&gt; 00:12:22,600\r\ncontact center, just by the numbers, most of those companies\r\n\r\n187\r\n00:12:22,600 --&gt; 00:12:26,370\r\nare looking at options. They're either evaluating or they've done\r\n\r\n188\r\n00:12:26,370 --&gt; 00:12:30,140\r\nsome hybrid, and hybrid can really broad, right? It could mean\r\n\r\n189\r\n00:12:30,140 --&gt; 00:12:33,000\r\nI have Contact Center as a Service for contact center,\r\n\r\n190\r\n00:12:33,400 --&gt; 00:12:37,300\r\nbut I'm still doing premises for workforce management, so hybrid\r\n\r\n191\r\n00:12:37,300 --&gt; 00:12:40,260\r\nis going to be a very common choice, as we see. So good\r\n\r\n192\r\n00:12:40,260 --&gt; 00:12:42,960\r\ndata, that's why we like to ask the audience, excellent.\r\n\r\n193\r\n00:12:43,240 --&gt; 00:12:48,760\r\nThank you, audience. So, moving on. So, one of the things that we talked about\r\n\r\n194\r\n00:12:49,510 --&gt; 00:12:51,860\r\nthat was present in 2020, which was the need for\r\n\r\n195\r\n00:12:51,860 --&gt; 00:12:57,840\r\ndigital engagement, and persists even more strongly in 2021 is\r\n\r\n196\r\n00:12:57,840 --&gt; 00:13:02,670\r\nthis notion of digital and digital- first and digital- everything,\r\n\r\n197\r\n00:13:03,070 --&gt; 00:13:08,830\r\nbut I'm going to start with the retail apocalypse. We\r\n\r\n198\r\n00:13:08,830 --&gt; 00:13:14,330\r\nsaw so many retailers go out of business in 2020,\r\n\r\n199\r\n00:13:14,650 --&gt; 00:13:18,700\r\nbut in reality the demise of retail started 10 years\r\n\r\n200\r\n00:13:18,700 --&gt; 00:13:22,300\r\nago. You can almost tie it a little bit to\r\n\r\n201\r\n00:13:22,550 --&gt; 00:13:26,770\r\nthe birth of eCommerce in that period. So the store\r\n\r\n202\r\n00:13:26,770 --&gt; 00:13:31,780\r\nclosings started back in 2010 in Toys R Us and\r\n\r\n203\r\n00:13:32,120 --&gt; 00:13:35,570\r\ncompanies like that. Part of it was a shift in\r\n\r\n204\r\n00:13:35,570 --&gt; 00:13:42,860\r\nconsumer habits; experience spending versus buying things, and you're nodding,\r\n\r\n205\r\n00:13:42,870 --&gt; 00:13:45,710\r\nJanelle, and I know it impacted the way I lived\r\n\r\n206\r\n00:13:45,710 --&gt; 00:13:49,040\r\nmy life in that decade, right? My husband and I\r\n\r\n207\r\n00:13:49,040 --&gt; 00:13:53,150\r\nwere much more likely to go and take a great\r\n\r\n208\r\n00:13:53,150 --&gt; 00:13:58,280\r\ntrip than we were to buy another television. Let's go\r\n\r\n209\r\n00:13:58,280 --&gt; 00:14:00,640\r\nsee Costa Rica while it's still there and we're young\r\n\r\n210\r\n00:14:00,640 --&gt; 00:14:04,020\r\nenough to still do it, that kind of thing. Casual\r\n\r\n211\r\n00:14:04,020 --&gt; 00:14:09,390\r\nfashion due to relaxed dress codes. I came into the\r\n\r\n212\r\n00:14:09,390 --&gt; 00:14:12,090\r\nbusiness world in the 80s when it was suits and ties\r\n\r\n213\r\n00:14:12,090 --&gt; 00:14:17,430\r\nfor men and women and pumps every day. That changed,\r\n\r\n214\r\n00:14:17,520 --&gt; 00:14:21,070\r\nso we didn't have that need to have multiple wardrobes\r\n\r\n215\r\n00:14:21,140 --&gt; 00:14:23,400\r\nthat we had in the past. And there was, as\r\n\r\n216\r\n00:14:23,400 --&gt; 00:14:28,400\r\nI said, that rise of eCommerce, but goodness gracious, it\r\n\r\n217\r\n00:14:28,400 --&gt; 00:14:34,180\r\nwas certainly amplified during 2020. These are 29 retailers who\r\n\r\n218\r\n00:14:34,180 --&gt; 00:14:38,650\r\nfiled for bankruptcy in 2020. Some of these may survive,\r\n\r\n219\r\n00:14:39,520 --&gt; 00:14:42,160\r\nI fear many of them will not, that we'll never\r\n\r\n220\r\n00:14:42,160 --&gt; 00:14:46,210\r\nsee them come back again. So you see something like\r\n\r\n221\r\n00:14:46,210 --&gt; 00:14:48,830\r\nthis and you look at that list and say, \" Lord&amp;\r\n\r\n222\r\n00:14:49,040 --&gt; 00:14:53,300\r\nTaylor, that's a place I used to go. Neiman Marcus,\r\n\r\n223\r\n00:14:53,790 --&gt; 00:14:56,970\r\nthey had my size shoes.\" I used to get them,\r\n\r\n224\r\n00:14:58,140 --&gt; 00:15:01,010\r\nso what do I do? Well, I go online but\r\n\r\n225\r\n00:15:01,010 --&gt; 00:15:05,780\r\nI need better digital support. I need better digital contact\r\n\r\n226\r\n00:15:05,780 --&gt; 00:15:08,350\r\ncenter support than I needed before when I could just\r\n\r\n227\r\n00:15:08,350 --&gt; 00:15:14,280\r\ngo back to a store and return something. Looking at\r\n\r\n228\r\n00:15:14,280 --&gt; 00:15:17,520\r\nthe retail apocalypse and saying it didn't just start in\r\n\r\n229\r\n00:15:17,530 --&gt; 00:15:21,310\r\n2020, you can think about, or I thought about it\r\n\r\n230\r\n00:15:21,310 --&gt; 00:15:25,110\r\nas, was it a little bit self- created? Think about\r\n\r\n231\r\n00:15:25,160 --&gt; 00:15:27,910\r\nwhen you did go to a mall or a department\r\n\r\n232\r\n00:15:27,910 --&gt; 00:15:31,030\r\nstore in the last 10 years. There was a sense\r\n\r\n233\r\n00:15:31,780 --&gt; 00:15:35,740\r\nthat those retailers were more retail centric, more about themselves,\r\n\r\n234\r\n00:15:36,080 --&gt; 00:15:40,860\r\nthat we had to conform to their behavior. Best example\r\n\r\n235\r\n00:15:40,860 --&gt; 00:15:45,650\r\nfor me is trying to find a cashier, sometimes it\r\n\r\n236\r\n00:15:45,650 --&gt; 00:15:48,680\r\nwas the most frustrating thing to do, \" I have this\r\n\r\n237\r\n00:15:48,680 --&gt; 00:15:50,290\r\nthing, I want to buy it, I want to give\r\n\r\n238\r\n00:15:50,290 --&gt; 00:15:53,270\r\nyou money, where is that person I can give money\r\n\r\n239\r\n00:15:53,270 --&gt; 00:15:57,550\r\nto?\" And you couldn't find them. The customer came second,\r\n\r\n240\r\n00:15:57,620 --&gt; 00:16:00,620\r\nthe way they ran their operation came first and what\r\n\r\n241\r\n00:16:00,620 --&gt; 00:16:04,400\r\nwe all learned as consumers is eCommerce is very consumer\r\n\r\n242\r\n00:16:04,400 --&gt; 00:16:09,850\r\ncentric. Online, we're in control so that shift was happening\r\n\r\n243\r\n00:16:09,850 --&gt; 00:16:17,160\r\nnot just because of COVID, but because retailers weren't taking\r\n\r\n244\r\n00:16:17,160 --&gt; 00:16:19,390\r\ncare of their customers the same way. So it's a\r\n\r\n245\r\n00:16:19,390 --&gt; 00:16:25,320\r\ndigital transformation shift as well. But I think, just as\r\n\r\n246\r\n00:16:25,320 --&gt; 00:16:27,430\r\nwe find in the contact center, that the combination of\r\n\r\n247\r\n00:16:27,430 --&gt; 00:16:32,730\r\ndigital engagement and live agents is the best combination. Hopefully\r\n\r\n248\r\n00:16:32,730 --&gt; 00:16:35,750\r\nwe'll come to a nice balance, once COVID is over,\r\n\r\n249\r\n00:16:36,140 --&gt; 00:16:40,140\r\nof having stores to go do things with and having\r\n\r\n250\r\n00:16:40,140 --&gt; 00:16:43,230\r\neCommerce for the times when that's the most expedient way\r\n\r\n251\r\n00:16:43,230 --&gt; 00:16:46,010\r\nto do things, and tie things together like we try\r\n\r\n252\r\n00:16:46,010 --&gt; 00:16:51,410\r\nand do in the contact center. It's not just retail,\r\n\r\n253\r\n00:16:51,520 --&gt; 00:16:57,080\r\nobviously, that has moved toward a more digital transformation and\r\n\r\n254\r\n00:16:57,080 --&gt; 00:17:03,000\r\nmoved more quickly because of COVID. This is the mayor\r\n\r\n255\r\n00:17:03,050 --&gt; 00:17:08,480\r\nof Los Angeles speaking on television in August of 2020,\r\n\r\n256\r\n00:17:09,130 --&gt; 00:17:18,010\r\nand his comments are, in order to survive, governments, too,\r\n\r\n257\r\n00:17:18,010 --&gt; 00:17:22,610\r\nhave to become more digital, that city services should be\r\n\r\n258\r\n00:17:22,610 --&gt; 00:17:26,720\r\njust as smooth and easy, and as efficient as everything\r\n\r\n259\r\n00:17:26,720 --&gt; 00:17:30,900\r\nyou can do online. Now, COVID forced that because government\r\n\r\n260\r\n00:17:30,900 --&gt; 00:17:33,760\r\noffices had to close, but it's a little bit like\r\n\r\n261\r\n00:17:33,760 --&gt; 00:17:39,310\r\nthat retail story where perhaps government was behind the curve\r\n\r\n262\r\n00:17:39,310 --&gt; 00:17:41,760\r\nin terms of where they should've been with digital transformation,\r\n\r\n263\r\n00:17:42,750 --&gt; 00:17:45,850\r\nbut COVID certainly brought it to the fore in 2020.\r\n\r\n264\r\n00:17:47,790 --&gt; 00:17:51,750\r\nAnd then telehealth, just another example of a business that,\r\n\r\n265\r\n00:17:52,360 --&gt; 00:17:56,030\r\nthe technology was there, the capabilities were there and yet,\r\n\r\n266\r\n00:17:56,590 --&gt; 00:17:59,570\r\nas a consumer I felt like the availability wasn't there.\r\n\r\n267\r\n00:18:00,400 --&gt; 00:18:03,560\r\nMy general practitioner did not make it easy for me\r\n\r\n268\r\n00:18:03,560 --&gt; 00:18:07,210\r\nto do a telehealth visit a year ago, today I\r\n\r\n269\r\n00:18:07,210 --&gt; 00:18:12,600\r\ncan and it's good for both of us. COVID- 19\r\n\r\n270\r\n00:18:12,600 --&gt; 00:18:17,160\r\njust catapulted telehealth forward by decades, in a few months.\r\n\r\n271\r\n00:18:17,520 --&gt; 00:18:21,680\r\nTeladoc, which is a global leader in virtual care, predicted\r\n\r\n272\r\n00:18:21,680 --&gt; 00:18:26,670\r\nthat 2020 revenue would be twice that of 2019, driven\r\n\r\n273\r\n00:18:26,670 --&gt; 00:18:30,210\r\nby the demand for these virtual care solutions and there\r\n\r\n274\r\n00:18:30,210 --&gt; 00:18:36,000\r\nare already signs that future telehealth will persist, that even\r\n\r\n275\r\n00:18:36,000 --&gt; 00:18:41,610\r\nafter this crisis is over, Teladoc is expecting 30 to\r\n\r\n276\r\n00:18:41,610 --&gt; 00:18:45,890\r\n40% growth for the next four years. Doesn't surprise me\r\n\r\n277\r\n00:18:45,890 --&gt; 00:18:48,550\r\nbecause once you've done it, boy, is it easier than\r\n\r\n278\r\n00:18:48,550 --&gt; 00:18:50,650\r\ngetting in your car and driving 20 minutes, if you're\r\n\r\n279\r\n00:18:50,650 --&gt; 00:18:54,680\r\nlucky enough to be 20 minutes away and it didn't snow 20 inches overnight.\r\n\r\n280\r\n00:18:57,870 --&gt; 00:18:59,300\r\nI'm going to turn it over to you, Janelle, to\r\n\r\n281\r\n00:18:59,300 --&gt; 00:19:02,130\r\ntalk about a great Genesys customer in the telehealth area.\r\n\r\n282\r\n00:19:03,330 --&gt; 00:19:05,770\r\nCertainly, but maybe even before I do that, when you\r\n\r\n283\r\n00:19:05,770 --&gt; 00:19:09,710\r\nwere talking about the retail apocalypse, it actually reminded me\r\n\r\n284\r\n00:19:09,710 --&gt; 00:19:14,350\r\nof one of our marquee retail customers, TechStyle Fashion Group.\r\n\r\n285\r\n00:19:14,350 --&gt; 00:19:17,510\r\nIf you're not familiar with TechStyle, the most common brand\r\n\r\n286\r\n00:19:17,510 --&gt; 00:19:20,670\r\nI know of is Fabletics but they offer about five\r\n\r\n287\r\n00:19:20,670 --&gt; 00:19:25,880\r\nbrands that are celebrity marketed, active wear and footwear through\r\n\r\n288\r\n00:19:25,880 --&gt; 00:19:28,920\r\nthe rise of subscription services that's going on with retail,\r\n\r\n289\r\n00:19:28,920 --&gt; 00:19:33,300\r\ntoo. So you can imagine their exceptional growth last year,\r\n\r\n290\r\n00:19:33,560 --&gt; 00:19:36,990\r\nall fueled by being ahead of the game on that\r\n\r\n291\r\n00:19:37,040 --&gt; 00:19:41,770\r\nomnichannel and real eCommerce and really going that method from\r\n\r\n292\r\n00:19:41,770 --&gt; 00:19:46,430\r\nthe get- go with their business model. But onto telehealth,\r\n\r\n293\r\n00:19:46,430 --&gt; 00:19:50,540\r\nthere's no question that the healthcare industry is changing out\r\n\r\n294\r\n00:19:50,540 --&gt; 00:19:54,380\r\nthere. We meet with healthcare companies around the globe and\r\n\r\n295\r\n00:19:54,380 --&gt; 00:19:59,060\r\nwe're seeing that digital transformation with that cloud agility is\r\n\r\n296\r\n00:19:59,060 --&gt; 00:20:02,830\r\nabsolutely a business imperative. That couldn't have been more true\r\n\r\n297\r\n00:20:02,850 --&gt; 00:20:07,430\r\nfor Company Nurse, both before and after the pandemic hit.\r\n\r\n298\r\n00:20:07,940 --&gt; 00:20:11,010\r\nIf you're not familiar with Company Nurse, they offer nurse\r\n\r\n299\r\n00:20:11,010 --&gt; 00:20:15,810\r\ntriaging for accidents in the workplace and if we back\r\n\r\n300\r\n00:20:15,810 --&gt; 00:20:20,370\r\nup prior to them moving forward with Genesys Cloud, they\r\n\r\n301\r\n00:20:20,370 --&gt; 00:20:24,940\r\nwere on legacy on- premises solution, voice only. They were\r\n\r\n302\r\n00:20:24,950 --&gt; 00:20:28,220\r\nhaving problems because it couldn't scale the way they wanted,\r\n\r\n303\r\n00:20:28,430 --&gt; 00:20:32,140\r\nwouldn't provide the results that they need, expensive to maintain.\r\n\r\n304\r\n00:20:33,200 --&gt; 00:20:36,060\r\nThey couldn't integrate it with any sort of digital channels\r\n\r\n305\r\n00:20:36,060 --&gt; 00:20:39,030\r\nand it was really preventing them, too, from staying up\r\n\r\n306\r\n00:20:39,030 --&gt; 00:20:42,010\r\nto speed with that realtime visibility that they needed in\r\n\r\n307\r\n00:20:42,010 --&gt; 00:20:45,570\r\nthe moment. If you were to go back in time\r\n\r\n308\r\n00:20:45,570 --&gt; 00:20:49,370\r\nand take a peek at the essential capabilities that they\r\n\r\n309\r\n00:20:49,370 --&gt; 00:20:53,530\r\nwere looking for in their buyer guide, think of easy\r\n\r\n310\r\n00:20:53,970 --&gt; 00:20:59,750\r\ndigital platform to support multichannel, integrated workforce engagement across those\r\n\r\n311\r\n00:20:59,750 --&gt; 00:21:04,300\r\nchannels, as well as integration from that platform perspective, like\r\n\r\n312\r\n00:21:04,340 --&gt; 00:21:07,710\r\nSheila, you talked about earlier, with their existing systems as\r\n\r\n313\r\n00:21:07,710 --&gt; 00:21:10,730\r\nwell as the ability to adapt to new applications easily,\r\n\r\n314\r\n00:21:11,080 --&gt; 00:21:13,840\r\nand they got that with cloud. As you can see\r\n\r\n315\r\n00:21:13,840 --&gt; 00:21:17,680\r\nfrom the CTO quote over there to the right, their\r\n\r\n316\r\n00:21:17,680 --&gt; 00:21:20,840\r\ncontact center, they really saw as mission critical to their\r\n\r\n317\r\n00:21:20,840 --&gt; 00:21:25,020\r\nbusiness, 70% of it being revenue generating, so they needed\r\n\r\n318\r\n00:21:25,020 --&gt; 00:21:28,020\r\na solution that they could also switch to in a\r\n\r\n319\r\n00:21:28,020 --&gt; 00:21:30,550\r\nmatter of weeks or less, which they did. So that\r\n\r\n320\r\n00:21:30,550 --&gt; 00:21:34,070\r\nagility to be able to migrate simply with expertise was\r\n\r\n321\r\n00:21:34,070 --&gt; 00:21:38,370\r\nalso really important to them as an essential capability. You\r\n\r\n322\r\n00:21:38,370 --&gt; 00:21:42,650\r\ncan see the results listed there, tremendous results that equated\r\n\r\n323\r\n00:21:42,650 --&gt; 00:21:47,690\r\nto lower total cost of ownership, improved employee productivity, but\r\n\r\n324\r\n00:21:47,690 --&gt; 00:21:50,490\r\nthat's actually not my favorite part of this story. My\r\n\r\n325\r\n00:21:50,490 --&gt; 00:21:52,760\r\nfavorite part of this story, if you were to Google\r\n\r\n326\r\n00:21:52,760 --&gt; 00:21:57,380\r\nafter this, take a moment, Company Nurse, it's our Genesys\r\n\r\n327\r\n00:21:57,600 --&gt; 00:22:02,760\r\npodcast. We had a guest, the CTO, Henry, who talks\r\n\r\n328\r\n00:22:02,760 --&gt; 00:22:07,470\r\nabout their pivotal decision back in February, March last year,\r\n\r\n329\r\n00:22:07,510 --&gt; 00:22:11,770\r\nearly days of COVID-19, where they had to shift their\r\n\r\n330\r\n00:22:11,770 --&gt; 00:22:15,180\r\nentire business model. You can imagine nurse triaging in the\r\n\r\n331\r\n00:22:15,180 --&gt; 00:22:20,110\r\nworkplace, companies shifting to work from home, nurse triage isn't\r\n\r\n332\r\n00:22:20,110 --&gt; 00:22:23,580\r\nneeded as much, right? So they went to their customers\r\n\r\n333\r\n00:22:23,580 --&gt; 00:22:26,530\r\nand they asked what they needed instead, and within a\r\n\r\n334\r\n00:22:26,530 --&gt; 00:22:31,330\r\nmonth from idea, they had an MVP ready that they\r\n\r\n335\r\n00:22:31,330 --&gt; 00:22:35,570\r\nwere the first out there to offer a COVID digital\r\n\r\n336\r\n00:22:35,570 --&gt; 00:22:39,060\r\nscreening app, and in that month they integrated it to\r\n\r\n337\r\n00:22:39,060 --&gt; 00:22:42,690\r\ntheir digital, their voice, their SMS, their callback channels with\r\n\r\n338\r\n00:22:42,690 --&gt; 00:22:45,750\r\nGenesys Cloud, to not only grow their business to record-\r\n\r\n339\r\n00:22:45,750 --&gt; 00:22:49,990\r\nbreaking results during this time, but perhaps more importantly, meeting\r\n\r\n340\r\n00:22:49,990 --&gt; 00:22:53,360\r\ntheir customers' needs without having to do mass layoffs in\r\n\r\n341\r\n00:22:53,360 --&gt; 00:22:56,630\r\ntheir employee base that others were facing in the health\r\n\r\n342\r\n00:22:56,630 --&gt; 00:23:01,010\r\nspace. So tremendous story both pre- pandemic as well as\r\n\r\n343\r\n00:23:01,010 --&gt; 00:23:04,490\r\npost- pandemic that I think really speaks to the power\r\n\r\n344\r\n00:23:04,490 --&gt; 00:23:19,260\r\nof digital transformation with cloud agility there. Hey, Sheila. I\r\n\r\n345\r\n00:23:19,260 --&gt; 00:23:29,080\r\nthink you're muted. I always do that to be polite\r\n\r\n346\r\n00:23:29,080 --&gt; 00:23:31,960\r\nto the speaker before me, and then I'm not polite\r\n\r\n347\r\n00:23:31,960 --&gt; 00:23:34,580\r\nwhen I start talking and nobody can hear me, but\r\n\r\n348\r\n00:23:34,580 --&gt; 00:23:38,070\r\nlife goes on so thank you, Josh, for letting me\r\n\r\n349\r\n00:23:38,070 --&gt; 00:23:43,640\r\nknow. So when you have digital engagement and you're introducing\r\n\r\n350\r\n00:23:43,640 --&gt; 00:23:47,480\r\nit into your contact center, part of that story is\r\n\r\n351\r\n00:23:47,730 --&gt; 00:23:54,820\r\nalso building on the channel agents, because omnichannel agents are who\r\n\r\n352\r\n00:23:54,820 --&gt; 00:23:58,850\r\nyou need to do all of this fantastic work of\r\n\r\n353\r\n00:23:58,850 --&gt; 00:24:01,760\r\nintegrating all of these channels and doing all of this.\r\n\r\n354\r\n00:24:02,150 --&gt; 00:24:07,710\r\nBut omnichannel agents are not born, they are made and\r\n\r\n355\r\n00:24:07,710 --&gt; 00:24:13,880\r\nthey're made by having workforce engagement management solutions that can\r\n\r\n356\r\n00:24:15,050 --&gt; 00:24:19,090\r\nhandle all of the channels. So it's interesting, over the\r\n\r\n357\r\n00:24:19,090 --&gt; 00:24:21,830\r\nlast couple of years when I was still doing speaking\r\n\r\n358\r\n00:24:21,830 --&gt; 00:24:24,660\r\nengagements where people were in front of me, one of\r\n\r\n359\r\n00:24:24,660 --&gt; 00:24:26,930\r\nthe questions I would ask is, \" How many of you\r\n\r\n360\r\n00:24:26,930 --&gt; 00:24:33,490\r\nare using a workforce monitoring system that just handles voice?\"\r\n\r\n361\r\n00:24:34,220 --&gt; 00:24:37,970\r\nAnd it would be amazing what a high proportion of\r\n\r\n362\r\n00:24:37,970 --&gt; 00:24:41,160\r\nthe audience members would say that their quality monitoring was\r\n\r\n363\r\n00:24:41,160 --&gt; 00:24:44,720\r\njust for voice. So we can't build omnichannel agents if\r\n\r\n364\r\n00:24:44,720 --&gt; 00:24:49,050\r\nwe don't have tools that address all of the channels.\r\n\r\n365\r\n00:24:49,290 --&gt; 00:24:51,950\r\nSo as you move toward digital engagement, you have to\r\n\r\n366\r\n00:24:51,950 --&gt; 00:24:55,530\r\nsort of bring in that workforce engagement part of it.\r\n\r\n367\r\n00:24:56,500 --&gt; 00:24:58,620\r\nThe other, to me, one of the elements of building\r\n\r\n368\r\n00:24:58,620 --&gt; 00:25:03,370\r\nan omnichannel agent is sort of a mindset twist, which\r\n\r\n369\r\n00:25:03,370 --&gt; 00:25:07,300\r\nis typically in the context in how we think about handling this interaction,\r\n\r\n370\r\n00:25:07,780 --&gt; 00:25:14,320\r\nthis transaction, single transaction resolution, that's the goal. But in\r\n\r\n371\r\n00:25:14,320 --&gt; 00:25:18,010\r\nreality with digital engagement, often that customer's coming to you\r\n\r\n372\r\n00:25:18,280 --&gt; 00:25:22,520\r\nwith other content, with other interactions that they already had.\r\n\r\n373\r\n00:25:22,520 --&gt; 00:25:25,580\r\nThey'd looked on the website, they may have tried to\r\n\r\n374\r\n00:25:25,580 --&gt; 00:25:28,900\r\nchat with you, they may have sent an email, and\r\n\r\n375\r\n00:25:28,900 --&gt; 00:25:33,140\r\nso it's no longer the agent's responsibility to just handle\r\n\r\n376\r\n00:25:33,140 --&gt; 00:25:37,180\r\nthis interaction, but to look at the entire journey that\r\n\r\n377\r\n00:25:37,180 --&gt; 00:25:42,030\r\nthe customer has been on. So from a building your\r\n\r\n378\r\n00:25:42,090 --&gt; 00:25:46,410\r\ncontact center plan, what do you need, you not just\r\n\r\n379\r\n00:25:46,410 --&gt; 00:25:49,520\r\nhave to make those digital channels available. You have to\r\n\r\n380\r\n00:25:49,520 --&gt; 00:25:53,300\r\ncoach and train and monitor the agents on all of\r\n\r\n381\r\n00:25:53,300 --&gt; 00:25:56,150\r\nthose channels, and then to the extent that you can,\r\n\r\n382\r\n00:25:56,150 --&gt; 00:25:59,030\r\nyou need to make sure that the agent has the\r\n\r\n383\r\n00:25:59,030 --&gt; 00:26:03,590\r\ncontext, the information from those other steps that the customer\r\n\r\n384\r\n00:26:03,590 --&gt; 00:26:08,170\r\nhas taken. So as we move to the next slide,\r\n\r\n385\r\n00:26:08,240 --&gt; 00:26:14,700\r\nwe're going to have Janelle tell us about Ethiopian Airlines\r\n\r\n386\r\n00:26:14,760 --&gt; 00:26:17,350\r\nand some of the things that they have done. Yeah,\r\n\r\n387\r\n00:26:17,350 --&gt; 00:26:21,410\r\nso Company Nurse, they had integrated workforce engagement management as\r\n\r\n388\r\n00:26:21,410 --&gt; 00:26:26,160\r\nwell, but here's another example in a different industry across\r\n\r\n389\r\n00:26:26,160 --&gt; 00:26:29,150\r\nthe pond that also saw a big change last year\r\n\r\n390\r\n00:26:29,150 --&gt; 00:26:33,920\r\nwith the airline industry. Ethiopia Airlines, unrivaled in Africa for\r\n\r\n391\r\n00:26:33,920 --&gt; 00:26:39,610\r\ntheir efficiency and operational success, like every airline I can\r\n\r\n392\r\n00:26:39,610 --&gt; 00:26:43,250\r\nthink of anyway, last year they were just trying to\r\n\r\n393\r\n00:26:43,250 --&gt; 00:26:46,760\r\nsurvive and look for ways to lower costs and improve\r\n\r\n394\r\n00:26:46,760 --&gt; 00:26:50,550\r\nmargins, focusing on the customer, I think, too, an important\r\n\r\n395\r\n00:26:50,550 --&gt; 00:26:54,430\r\npoint in your buying consideration, looking at not just the\r\n\r\n396\r\n00:26:54,430 --&gt; 00:26:58,070\r\nservice part of your customer journey, but looking for engagement\r\n\r\n397\r\n00:26:58,070 --&gt; 00:27:01,880\r\ntools that span marketing sales and service. Let's look at\r\n\r\n398\r\n00:27:01,880 --&gt; 00:27:06,330\r\nthe before and after of Ethiopia Airlines. Prior to moving\r\n\r\n399\r\n00:27:06,330 --&gt; 00:27:11,620\r\nto Genesys Cloud- based environment, they were facing incompatible systems,\r\n\r\n400\r\n00:27:12,360 --&gt; 00:27:16,270\r\ntheir calls were actually routed to employees that weren't taking\r\n\r\n401\r\n00:27:16,270 --&gt; 00:27:20,520\r\ninto account even just basic things like language skills or\r\n\r\n402\r\n00:27:20,520 --&gt; 00:27:24,220\r\nany skills for that matter. Their teams worked in silos,\r\n\r\n403\r\n00:27:24,220 --&gt; 00:27:29,170\r\nhandling emails, handling chats, handling phone calls, all separately, they\r\n\r\n404\r\n00:27:29,170 --&gt; 00:27:32,500\r\ndidn't have a CRM system, they didn't have workforce engagement,\r\n\r\n405\r\n00:27:33,010 --&gt; 00:27:36,730\r\ndata was buried elsewhere and everywhere, and needless to say,\r\n\r\n406\r\n00:27:36,730 --&gt; 00:27:39,740\r\nthey lacked that full overview of the customer journey and\r\n\r\n407\r\n00:27:39,790 --&gt; 00:27:43,730\r\nthat real- time insight. So looking into the essential capabilities\r\n\r\n408\r\n00:27:44,160 --&gt; 00:27:49,330\r\nthey captured, they deployed within two months, had 500 agents\r\n\r\n409\r\n00:27:49,410 --&gt; 00:27:54,440\r\nnow working more productively in a blended fashion, handling emails,\r\n\r\n410\r\n00:27:54,440 --&gt; 00:27:59,110\r\nchats and phone calls, effortlessly switching between them, all from\r\n\r\n411\r\n00:27:59,110 --&gt; 00:28:02,770\r\nthat single omnichannel desktop, which is really important in order\r\n\r\n412\r\n00:28:02,770 --&gt; 00:28:05,310\r\nfor the employees to be able to do that. And\r\n\r\n413\r\n00:28:05,310 --&gt; 00:28:10,220\r\nthey really unlocked further customer experience gains by introducing that\r\n\r\n414\r\n00:28:10,220 --&gt; 00:28:15,010\r\nworkforce engagement piece to further improve the customer experience. So,\r\n\r\n415\r\n00:28:15,040 --&gt; 00:28:21,320\r\nsome results, their service levels went from 70% to 95%.\r\n\r\n416\r\n00:28:21,670 --&gt; 00:28:26,430\r\nThey had higher first- call resolution, their abandonment rate went\r\n\r\n417\r\n00:28:26,430 --&gt; 00:28:31,440\r\nfrom 20% just down to 3%. Calls answered went from\r\n\r\n418\r\n00:28:31,440 --&gt; 00:28:34,140\r\n20 seconds, which airline, that's still pretty good, down to\r\n\r\n419\r\n00:28:34,140 --&gt; 00:28:36,620\r\neight seconds, I can't remember when the last time I\r\n\r\n420\r\n00:28:36,620 --&gt; 00:28:39,270\r\ncalled an airline and they answered in eight seconds, and\r\n\r\n421\r\n00:28:39,330 --&gt; 00:28:42,570\r\nthey had that agility they needed to change IBR menus\r\n\r\n422\r\n00:28:42,570 --&gt; 00:28:46,910\r\non the dime without having to pay for external support.\r\n\r\n423\r\n00:28:47,440 --&gt; 00:28:51,910\r\nIn addition, they expanded the use of their cloud technology\r\n\r\n424\r\n00:28:52,010 --&gt; 00:28:55,630\r\nto their sales environment, too, being able to monitor customers'\r\n\r\n425\r\n00:28:55,630 --&gt; 00:29:00,620\r\nbehavior on their website, understand that and get predictive with\r\n\r\n426\r\n00:29:00,620 --&gt; 00:29:03,560\r\nthe use of AI to intercept in the moment because\r\n\r\n427\r\n00:29:03,560 --&gt; 00:29:07,090\r\nthey had the right staff in place to really help\r\n\r\n428\r\n00:29:07,090 --&gt; 00:29:10,690\r\nthat customer through their buyer journey and saw web conversion\r\n\r\n429\r\n00:29:10,690 --&gt; 00:29:14,840\r\nrates just increase dramatically, and you can see the results\r\n\r\n430\r\n00:29:14,840 --&gt; 00:29:19,230\r\nthere. So I love this story because it is really\r\n\r\n431\r\n00:29:19,230 --&gt; 00:29:23,030\r\na proved point in helping a company that was in\r\n\r\n432\r\n00:29:23,030 --&gt; 00:29:28,190\r\na struggling industry last year, and looking ahead, really make\r\n\r\n433\r\n00:29:28,190 --&gt; 00:29:32,810\r\nchange and support the customer journey across marketing, sales and\r\n\r\n434\r\n00:29:32,810 --&gt; 00:29:38,680\r\nservice. Excellent, so we are moving to our next poll.\r\n\r\n435\r\n00:29:38,740 --&gt; 00:29:44,880\r\nThe question is, \" Is there value in integrating your unified\r\n\r\n436\r\n00:29:44,880 --&gt; 00:29:50,410\r\ncommunication solution incorporation with the contact center?\" We have just\r\n\r\n437\r\n00:29:50,410 --&gt; 00:29:55,030\r\nthree choices; yes, we think there's value in integrating them,\r\n\r\n438\r\n00:29:55,310 --&gt; 00:29:59,670\r\nbut we prefer one solution for both contact center and\r\n\r\n439\r\n00:29:59,720 --&gt; 00:30:04,970\r\nunified communications and collaboration. Yes, we think there's value and\r\n\r\n440\r\n00:30:04,970 --&gt; 00:30:09,920\r\nour preferred solution is Microsoft Teams, and this is one of those ones where\r\n\r\n441\r\n00:30:09,920 --&gt; 00:30:13,380\r\nwe wait for all of the responses before you select\r\n\r\n442\r\n00:30:13,380 --&gt; 00:30:16,450\r\none because you might be number one but number two\r\n\r\n443\r\n00:30:16,450 --&gt; 00:30:20,470\r\nis more specific to you. And then third, yes, our\r\n\r\n444\r\n00:30:20,470 --&gt; 00:30:26,660\r\npreferred solution is a different UCC provider. Okay, so I\r\n\r\n445\r\n00:30:26,660 --&gt; 00:30:29,210\r\nrealize we do not have a choice here for no.\r\n\r\n446\r\n00:30:31,790 --&gt; 00:30:35,560\r\nWe may have missed that, but we'll see what people\r\n\r\n447\r\n00:30:35,560 --&gt; 00:30:37,900\r\nthink. I think it'll be interesting to see what we\r\n\r\n448\r\n00:30:37,900 --&gt; 00:30:43,380\r\nget here. Clearly, Microsoft Teams had a huge uptick in\r\n\r\n449\r\n00:30:43,380 --&gt; 00:30:47,130\r\nusage in 2020, so I'm not going to be surprised\r\n\r\n450\r\n00:30:47,130 --&gt; 00:30:50,750\r\nto see that we have a lot of Microsoft Teams users,\r\n\r\n451\r\n00:30:50,750 --&gt; 00:30:54,230\r\nwhat do you think, Janelle? I think the same, it's\r\n\r\n452\r\n00:30:54,230 --&gt; 00:30:57,190\r\nbecoming one of those essential capabilities you mentioned at the\r\n\r\n453\r\n00:30:57,190 --&gt; 00:31:01,230\r\nbeginning. It used to be a very separate decision and\r\n\r\n454\r\n00:31:01,230 --&gt; 00:31:05,180\r\nwhile it may not be from a single provider, we're\r\n\r\n455\r\n00:31:05,180 --&gt; 00:31:09,710\r\nseeing it recurring on the list of requirements for cloud\r\n\r\n456\r\n00:31:09,710 --&gt; 00:31:12,520\r\nbased solutions to be able to extend beyond the contact\r\n\r\n457\r\n00:31:12,530 --&gt; 00:31:16,030\r\ncenter and have an integrated solution regardless, so we're keen\r\n\r\n458\r\n00:31:16,030 --&gt; 00:31:20,790\r\nto see if our audience agrees. Okay, so drum roll.\r\n\r\n459\r\n00:31:25,770 --&gt; 00:31:30,940\r\nI'm going to... I was hitting submit instead of next.\r\n\r\n460\r\n00:31:30,970 --&gt; 00:31:36,330\r\nOkay, what can we discern from this? Over 50% are\r\n\r\n461\r\n00:31:36,330 --&gt; 00:31:40,880\r\nusing Teams, wow. That's even higher than I would've predicted.\r\n\r\n462\r\n00:31:41,870 --&gt; 00:31:44,950\r\nOr their preferred solution is Teams, doesn't tell me that\r\n\r\n463\r\n00:31:44,950 --&gt; 00:31:49,960\r\nthey're really using it but I'm actually surprised it's as\r\n\r\n464\r\n00:31:49,960 --&gt; 00:31:52,320\r\nclose between the first and second option as it is.\r\n\r\n465\r\n00:31:52,320 --&gt; 00:31:55,250\r\nI thought it would be a bigger differential because we're\r\n\r\n466\r\n00:31:55,250 --&gt; 00:32:00,990\r\ndefinitely seeing more for Teams across the board. Yeah, and\r\n\r\n467\r\n00:32:00,990 --&gt; 00:32:03,990\r\nnot too much for other providers. Yeah, back to Teams,\r\n\r\n468\r\n00:32:03,990 --&gt; 00:32:06,620\r\nI happened to be on their site today and there\r\n\r\n469\r\n00:32:06,630 --&gt; 00:32:10,270\r\nare 15 different contact centers who are working to get\r\n\r\n470\r\n00:32:10,270 --&gt; 00:32:13,620\r\ncertified in Microsoft Teams, so it's a much bigger effort\r\n\r\n471\r\n00:32:13,620 --&gt; 00:32:16,360\r\nthan it has been for many years. So I think\r\n\r\n472\r\n00:32:16,700 --&gt; 00:32:18,700\r\nto the point that we've both made at this point,\r\n\r\n473\r\n00:32:18,700 --&gt; 00:32:24,430\r\nJanelle, the importance of bringing together the unified communications and\r\n\r\n474\r\n00:32:24,400 --&gt; 00:32:28,140\r\nthe contact center has just been elevated. Part of that\r\n\r\n475\r\n00:32:28,140 --&gt; 00:32:32,300\r\nis not being in a single physical location and not\r\n\r\n476\r\n00:32:32,300 --&gt; 00:32:37,040\r\nbeing able to bring your supervisor over with something as\r\n\r\n477\r\n00:32:37,040 --&gt; 00:32:42,900\r\neasy raising your hand. A study that I had read\r\n\r\n478\r\n00:32:42,900 --&gt; 00:32:47,340\r\nover the summer, that 93% of companies now say that\r\n\r\n479\r\n00:32:47,380 --&gt; 00:32:52,040\r\nUC and team messaging integration with the contact center is\r\n\r\n480\r\n00:32:52,040 --&gt; 00:32:57,270\r\na very important factor in customer experience success, and yet,\r\n\r\n481\r\n00:32:57,500 --&gt; 00:33:00,930\r\nas you and I know, there's not enough evidence today\r\n\r\n482\r\n00:33:01,130 --&gt; 00:33:04,430\r\nthat, that's happening in contact centers. I think if we've\r\n\r\n483\r\n00:33:04,430 --&gt; 00:33:07,730\r\ngot that many listeners who are thinking Microsoft Teams is\r\n\r\n484\r\n00:33:07,730 --&gt; 00:33:11,160\r\nthe answer, and companies like Genesys are now stepping up\r\n\r\n485\r\n00:33:11,220 --&gt; 00:33:14,140\r\nand working much more closely with Microsoft, hopefully a year\r\n\r\n486\r\n00:33:14,140 --&gt; 00:33:17,040\r\nfrom now we'll see a lot more of that UC in\r\n\r\n487\r\n00:33:17,040 --&gt; 00:33:20,700\r\ncontact center integration. You're going to tell us about one\r\n\r\n488\r\n00:33:20,700 --&gt; 00:33:24,410\r\ncustomer who's doing that. Absolutely, as I mentioned, we see\r\n\r\n489\r\n00:33:24,410 --&gt; 00:33:27,850\r\nit on many people's list and here's an example of\r\n\r\n490\r\n00:33:28,630 --&gt; 00:33:33,330\r\na company that I admire so much, who has taken\r\n\r\n491\r\n00:33:33,330 --&gt; 00:33:36,120\r\nthat step forward and has it implemented. Let me tell\r\n\r\n492\r\n00:33:36,120 --&gt; 00:33:40,390\r\nyou a little bit about Integral Care. I think of\r\n\r\n493\r\n00:33:40,390 --&gt; 00:33:44,560\r\ntheir contact center not as a call center, I don't\r\n\r\n494\r\n00:33:44,730 --&gt; 00:33:46,930\r\nthink of it as a profit center, I think of\r\n\r\n495\r\n00:33:46,930 --&gt; 00:33:50,580\r\nit as a life center. They have about 900 people\r\n\r\n496\r\n00:33:50,580 --&gt; 00:33:56,170\r\non staff across 45 locations, where they provide a 24\r\n\r\n497\r\n00:33:56,170 --&gt; 00:34:00,850\r\nhour crisis helpline that's often that first point of contact\r\n\r\n498\r\n00:34:00,850 --&gt; 00:34:05,100\r\nfor people needing that immediate emotional support, especially during these\r\n\r\n499\r\n00:34:05,100 --&gt; 00:34:09,100\r\ncrazy times. They also receive traffic from calls to national\r\n\r\n500\r\n00:34:09,100 --&gt; 00:34:14,620\r\nsuicide prevention lines. So as you can imagine, streamlined communication,\r\n\r\n501\r\n00:34:14,850 --&gt; 00:34:19,790\r\nit is essential and lifesaving, and downtime is more than\r\n\r\n502\r\n00:34:19,790 --&gt; 00:34:24,210\r\ncritical, it can be even tragic. So where were they?\r\n\r\n503\r\n00:34:24,600 --&gt; 00:34:29,070\r\nPrior to Genesys, they were having huge technology issues that\r\n\r\n504\r\n00:34:29,070 --&gt; 00:34:34,890\r\nwere degrading their service levels for this helpline. Their CIO,\r\n\r\n505\r\n00:34:34,890 --&gt; 00:34:37,610\r\nif he was on, he would describe their on- premises\r\n\r\n506\r\n00:34:37,610 --&gt; 00:34:43,700\r\ncontact center system as unreliable, hard to scale, expensive to\r\n\r\n507\r\n00:34:43,700 --&gt; 00:34:48,210\r\nmaintain and add features, and on average, they suffered two\r\n\r\n508\r\n00:34:48,210 --&gt; 00:34:52,140\r\nto three outages a month. And you can see on\r\n\r\n509\r\n00:34:52,140 --&gt; 00:34:56,300\r\nthe slide, those each lasted anywhere from 15 minutes to\r\n\r\n510\r\n00:34:56,300 --&gt; 00:34:59,900\r\nfive hours, where during that time, they couldn't even take\r\n\r\n511\r\n00:34:59,960 --&gt; 00:35:03,870\r\na critical call, which was totally unacceptable. So they went\r\n\r\n512\r\n00:35:03,870 --&gt; 00:35:07,290\r\nwith a cloud based platform, voice and digital channels, seeing\r\n\r\n513\r\n00:35:07,300 --&gt; 00:35:11,850\r\na theme here, and they integrated Genesys Cloud with their\r\n\r\n514\r\n00:35:11,850 --&gt; 00:35:16,320\r\nNetsmart Electronic Health system. They really appreciated the platform capabilities\r\n\r\n515\r\n00:35:16,320 --&gt; 00:35:18,830\r\nthat Genesys Cloud brought to the table as well, so\r\n\r\n516\r\n00:35:18,830 --&gt; 00:35:22,360\r\nthat they could leverage that existing system that was working\r\n\r\n517\r\n00:35:22,360 --&gt; 00:35:26,020\r\nreally well for them. So they also were looking, as\r\n\r\n518\r\n00:35:26,020 --&gt; 00:35:29,460\r\nan essential capability, for that cloud platform to be able\r\n\r\n519\r\n00:35:29,460 --&gt; 00:35:34,410\r\nto intercept and route calls for neighboring area codes automatically\r\n\r\n520\r\n00:35:34,410 --&gt; 00:35:37,810\r\nso that they could make best use of local knowledge\r\n\r\n521\r\n00:35:37,810 --&gt; 00:35:43,760\r\nand resources. Sheila, you mentioned that COVID- 19 catapulted telehealth\r\n\r\n522\r\n00:35:43,760 --&gt; 00:35:47,560\r\nforward by decades in a few months. After they did\r\n\r\n523\r\n00:35:47,560 --&gt; 00:35:52,000\r\nthat, they then integrated with Microsoft Teams so that they\r\n\r\n524\r\n00:35:52,000 --&gt; 00:35:55,180\r\ncould make it even easier for case managers that weren't\r\n\r\n525\r\n00:35:55,180 --&gt; 00:36:00,860\r\nregular contact center agents to also be able to conduct\r\n\r\n526\r\n00:36:01,040 --&gt; 00:36:05,770\r\ntelehealth video calls with clients and collaborate effectively with other\r\n\r\n527\r\n00:36:05,770 --&gt; 00:36:09,220\r\nagents. So we don't see a ton of people doing\r\n\r\n528\r\n00:36:09,220 --&gt; 00:36:12,380\r\nthis yet, but we are hearing Microsoft Teams integration on\r\n\r\n529\r\n00:36:12,380 --&gt; 00:36:15,520\r\na regular basis, on many buyers' minds. I think Integral\r\n\r\n530\r\n00:36:15,520 --&gt; 00:36:18,940\r\nCare is a great organization and a great example that\r\n\r\n531\r\n00:36:18,950 --&gt; 00:36:22,930\r\nhas forged ahead to integrate their UC and their contact\r\n\r\n532\r\n00:36:22,930 --&gt; 00:36:29,820\r\ncenter technologies really for the best of reasons. Excellent. Oops.\r\n\r\n533\r\n00:36:31,210 --&gt; 00:36:34,540\r\nTrying to move on... here we go. And I can\r\n\r\n534\r\n00:36:34,540 --&gt; 00:36:40,620\r\nbe heard this time? Yes, okay. Yes. I did it. So\r\n\r\n535\r\n00:36:40,620 --&gt; 00:36:44,920\r\nwe talked about artificial intelligence and what's interesting is digital\r\n\r\n536\r\n00:36:44,920 --&gt; 00:36:48,350\r\nengagement keeps coming up, and really the two of them\r\n\r\n537\r\n00:36:48,350 --&gt; 00:36:54,440\r\nare very tightly integrated, because artificial intelligence is really what\r\n\r\n538\r\n00:36:54,440 --&gt; 00:36:58,540\r\nhelps optimize for digital- first. If you look at all\r\n\r\n539\r\n00:36:58,540 --&gt; 00:37:04,310\r\nof these technologies that are here; automatic speech recognition, natural\r\n\r\n540\r\n00:37:04,310 --&gt; 00:37:09,370\r\nlanguage processing, these are all backed up with artificial intelligence\r\n\r\n541\r\n00:37:09,420 --&gt; 00:37:15,780\r\nand machine learning. But things like transcription and translation and\r\n\r\n542\r\n00:37:15,780 --&gt; 00:37:21,020\r\nautomatic topic categorization, these are the exciting things that are\r\n\r\n543\r\n00:37:21,020 --&gt; 00:37:26,040\r\nrelatively new to artificial intelligence, but really help bring digital\r\n\r\n544\r\n00:37:26,620 --&gt; 00:37:33,600\r\nto a much higher level. Transcription means that, that interaction\r\n\r\n545\r\n00:37:33,600 --&gt; 00:37:38,600\r\nthat a customer had with a natural language bot can\r\n\r\n546\r\n00:37:38,600 --&gt; 00:37:41,440\r\nbe transcribed and sent to the agent, and the highlights\r\n\r\n547\r\n00:37:41,440 --&gt; 00:37:44,800\r\nof that highlighted so the agent doesn't have to read\r\n\r\n548\r\n00:37:44,800 --&gt; 00:37:47,190\r\nevery single thing that was said to the bot, but\r\n\r\n549\r\n00:37:47,190 --&gt; 00:37:51,940\r\ncan just understand really quickly what the intent of this\r\n\r\n550\r\n00:37:51,940 --&gt; 00:37:57,700\r\nparticular call is. Or if a customer picks up the\r\n\r\n551\r\n00:37:57,700 --&gt; 00:38:02,180\r\nphone and speaks to an intelligent virtual agent, and just\r\n\r\n552\r\n00:38:02,180 --&gt; 00:38:07,660\r\nspeaks very freely, the system can automatically categorize what that\r\n\r\n553\r\n00:38:07,660 --&gt; 00:38:10,580\r\ntopic is that the customer wants to talk to and\r\n\r\n554\r\n00:38:10,580 --&gt; 00:38:15,040\r\nsend that to the appropriate resource. So what's exciting is\r\n\r\n555\r\n00:38:15,040 --&gt; 00:38:18,110\r\ndigital- first coming at the same time as artificial intelligence,\r\n\r\n556\r\n00:38:18,280 --&gt; 00:38:21,710\r\nbecause one aids the other, one makes the other better\r\n\r\n557\r\n00:38:22,100 --&gt; 00:38:26,510\r\nand again, Janelle's got a great case study back to\r\n\r\n558\r\n00:38:26,510 --&gt; 00:38:29,200\r\nthe unemployment case that I was talking about earlier. Go\r\n\r\n559\r\n00:38:29,200 --&gt; 00:38:35,480\r\nahead. Yeah, I read recently that in a CMSWire article,\r\n\r\n560\r\n00:38:35,500 --&gt; 00:38:41,640\r\n72% of interactions will involve chat bots by 2022. We'll\r\n\r\n561\r\n00:38:41,640 --&gt; 00:38:43,860\r\nsee, but even if it doesn't hit that high, I\r\n\r\n562\r\n00:38:43,860 --&gt; 00:38:47,600\r\nthink, Sheila, your point is well taken, that digital and\r\n\r\n563\r\n00:38:47,600 --&gt; 00:38:51,900\r\nAI go hand- in- hand and that it's definitely on\r\n\r\n564\r\n00:38:51,900 --&gt; 00:38:56,840\r\nthe rise. And even to your point earlier that Mayor\r\n\r\n565\r\n00:38:57,120 --&gt; 00:39:00,970\r\nGarcetti signed that executive order to make all city services\r\n\r\n566\r\n00:39:01,180 --&gt; 00:39:04,500\r\ncontactless and digital, so at Genesys we saw an increase\r\n\r\n567\r\n00:39:04,500 --&gt; 00:39:08,240\r\nin the adoption of cloud AI and automation in government\r\n\r\n568\r\n00:39:08,550 --&gt; 00:39:10,930\r\nlast year as well, and we expect to continue to\r\n\r\n569\r\n00:39:11,370 --&gt; 00:39:15,640\r\nsee that in 2021. So this is an example of\r\n\r\n570\r\n00:39:15,640 --&gt; 00:39:19,410\r\nthat, I'll leave it semi anonymous to which state it\r\n\r\n571\r\n00:39:19,410 --&gt; 00:39:24,990\r\nwas exactly, but while some businesses like Company Nurse thrived\r\n\r\n572\r\n00:39:25,210 --&gt; 00:39:29,170\r\nlast year, Sheila pointed out many that didn't survive. And\r\n\r\n573\r\n00:39:29,170 --&gt; 00:39:34,500\r\ndue to COVID- 19, this particular state's unemployment agency saw\r\n\r\n574\r\n00:39:34,550 --&gt; 00:39:39,100\r\na gigantic spike in unemployment just in one month around\r\n\r\n575\r\n00:39:39,150 --&gt; 00:39:43,990\r\nthe February, March timeframe. To put that in perspective, they\r\n\r\n576\r\n00:39:43,990 --&gt; 00:39:49,840\r\nreceived 20 months of unemployment claims in just a single\r\n\r\n577\r\n00:39:49,840 --&gt; 00:39:55,350\r\nmonth when the pandemic hit, and their existing 25 year\r\n\r\n578\r\n00:39:55,350 --&gt; 00:40:01,860\r\nold IVR technology didn't scale and they were abandoning, at\r\n\r\n579\r\n00:40:01,860 --&gt; 00:40:05,760\r\none point, 2,000, 000 calls per day. And I think\r\n\r\n580\r\n00:40:05,760 --&gt; 00:40:09,360\r\nof being that person that was trying to call in\r\n\r\n581\r\n00:40:10,170 --&gt; 00:40:12,750\r\nand being one of those 2, 000,000, how frustrating that\r\n\r\n582\r\n00:40:12,750 --&gt; 00:40:16,220\r\nwould be. So they threw people at the problem and\r\n\r\n583\r\n00:40:16,220 --&gt; 00:40:20,550\r\neven with 1, 000 agents in their call center, they\r\n\r\n584\r\n00:40:20,550 --&gt; 00:40:24,420\r\nstill had to bring in help from state legislator, putting\r\n\r\n585\r\n00:40:24,740 --&gt; 00:40:27,460\r\nmore employees on the phone and while their citizens were\r\n\r\n586\r\n00:40:27,460 --&gt; 00:40:30,160\r\nin a crisis because they lost their job, the agency\r\n\r\n587\r\n00:40:30,530 --&gt; 00:40:32,990\r\nwas also in a crisis and they needed help. So\r\n\r\n588\r\n00:40:33,040 --&gt; 00:40:36,980\r\nthey reached out to many providers for quotes for services,\r\n\r\n589\r\n00:40:37,500 --&gt; 00:40:40,300\r\nand they needed a trusted advisor to help them throughout.\r\n\r\n590\r\n00:40:40,370 --&gt; 00:40:44,650\r\nOn their list of essential capabilities, it was pretty straightforward;\r\n\r\n591\r\n00:40:44,870 --&gt; 00:40:49,470\r\ncloud automation, fast. And so, in the solution here, the\r\n\r\n592\r\n00:40:49,470 --&gt; 00:40:53,100\r\nagency took advantage of our rapid response program we launched\r\n\r\n593\r\n00:40:53,100 --&gt; 00:40:56,440\r\nlast year to serve our customers, and they quickly stood\r\n\r\n594\r\n00:40:56,440 --&gt; 00:40:59,770\r\nup Genesys Cloud IVR for their voice calls. Part of\r\n\r\n595\r\n00:40:59,770 --&gt; 00:41:04,030\r\nthat program was with our prebuilt integration to Google Dialog\r\n\r\n596\r\n00:41:04,030 --&gt; 00:41:07,900\r\nFlow, one of our very strategic partners for that virtual\r\n\r\n597\r\n00:41:07,900 --&gt; 00:41:11,920\r\nagent capabilities for both calls and chat on the website.\r\n\r\n598\r\n00:41:12,430 --&gt; 00:41:15,020\r\nThey were up and running in about two weeks with\r\n\r\n599\r\n00:41:15,020 --&gt; 00:41:19,990\r\na full solution, saw a 350% increase in connected calls\r\n\r\n600\r\n00:41:20,560 --&gt; 00:41:24,130\r\nand what that translates to is like a typical February\r\n\r\n601\r\n00:41:24,180 --&gt; 00:41:27,320\r\nfor this agency would see 70 claims, they processed that\r\n\r\n602\r\n00:41:27,320 --&gt; 00:41:30,650\r\nsame number in a single day in March. So to\r\n\r\n603\r\n00:41:30,650 --&gt; 00:41:33,920\r\nme, this is just a super powerful story of the\r\n\r\n604\r\n00:41:34,260 --&gt; 00:41:38,300\r\npower of a cloud platform and being able to integrate\r\n\r\n605\r\n00:41:38,300 --&gt; 00:41:45,170\r\nwith other strategic partners out there. Just a moment. I'm live.\r\n\r\n606\r\n00:41:45,530 --&gt; 00:41:51,030\r\nPlatform capabilities, so this is a buyer's guide for 2021.\r\n\r\n607\r\n00:41:51,030 --&gt; 00:41:56,370\r\nPerhaps in 2020, you wouldn't have been thinking that having\r\n\r\n608\r\n00:41:56,760 --&gt; 00:42:02,620\r\nan orchestration tool, having the ability to perhaps just use\r\n\r\n609\r\n00:42:02,750 --&gt; 00:42:08,260\r\nparts of a solution like Genesys Cloud in your contact\r\n\r\n610\r\n00:42:08,260 --&gt; 00:42:11,570\r\ncenter, it might never occur to you, but suddenly in\r\n\r\n611\r\n00:42:11,580 --&gt; 00:42:15,650\r\n2021 it does occur to you. You have tens of\r\n\r\n612\r\n00:42:15,650 --&gt; 00:42:18,490\r\nthousands of agents and you want to add a capability\r\n\r\n613\r\n00:42:18,740 --&gt; 00:42:21,530\r\nlike the one that Janelle just talked about for the unemployment\r\n\r\n614\r\n00:42:21,530 --&gt; 00:42:24,820\r\noffice. It doesn't always mean you have to change everything,\r\n\r\n615\r\n00:42:25,280 --&gt; 00:42:27,190\r\nit doesn't mean you have to change all the voice\r\n\r\n616\r\n00:42:27,190 --&gt; 00:42:30,070\r\ncapabilities that you have and that you've built. But with\r\n\r\n617\r\n00:42:30,070 --&gt; 00:42:35,310\r\nplatform capabilities and the ability to add those great AI\r\n\r\n618\r\n00:42:35,630 --&gt; 00:42:39,920\r\ncapabilities from the cloud to your existing platform, that's when\r\n\r\n619\r\n00:42:39,920 --&gt; 00:42:42,900\r\nit becomes important to understand, \" What can platform do for\r\n\r\n620\r\n00:42:42,900 --&gt; 00:42:46,410\r\nme? In that period between now and maybe two or\r\n\r\n621\r\n00:42:46,410 --&gt; 00:42:49,810\r\nthree or five years when I move off the premises\r\n\r\n622\r\n00:42:49,810 --&gt; 00:42:53,640\r\nsolution that I have, how can I start taking advantage\r\n\r\n623\r\n00:42:53,890 --&gt; 00:42:57,200\r\nof the cloud?\" And I think platform capabilities are key\r\n\r\n624\r\n00:42:57,200 --&gt; 00:43:02,610\r\nto that, because even without changing your entire operation, you\r\n\r\n625\r\n00:43:02,610 --&gt; 00:43:06,020\r\ncan get some of those benefits of faster time to\r\n\r\n626\r\n00:43:06,020 --&gt; 00:43:10,870\r\nmarket, like the unemployment office did. Increased iteration time, being\r\n\r\n627\r\n00:43:10,870 --&gt; 00:43:16,710\r\nable to change things more quickly and increased stakeholder engagement\r\n\r\n628\r\n00:43:16,710 --&gt; 00:43:20,330\r\nand satisfaction because they can make some of the changes\r\n\r\n629\r\n00:43:20,330 --&gt; 00:43:22,810\r\nthat need to be made without having to go to\r\n\r\n630\r\n00:43:22,810 --&gt; 00:43:26,540\r\nIT necessarily every time. So you may not have been\r\n\r\n631\r\n00:43:26,540 --&gt; 00:43:28,770\r\nthinking about it a year ago, but as you speak\r\n\r\n632\r\n00:43:28,830 --&gt; 00:43:32,150\r\nto the vendors that you're thinking about as you take\r\n\r\n633\r\n00:43:32,150 --&gt; 00:43:37,310\r\nthe next steps in your contact center solution journey, make\r\n\r\n634\r\n00:43:37,310 --&gt; 00:43:39,110\r\nsure that this is on that list of things that\r\n\r\n635\r\n00:43:39,110 --&gt; 00:43:46,350\r\nyou're looking for and at. So what are legacy call\r\n\r\n636\r\n00:43:46,350 --&gt; 00:43:52,650\r\ncenters not delivering right now? Integrated digital channels, how often\r\n\r\n637\r\n00:43:52,650 --&gt; 00:43:56,000\r\ndo I see a contact center that has perhaps a\r\n\r\n638\r\n00:43:56,000 --&gt; 00:44:00,020\r\ngreat voice contact center, but they've used a different vendor\r\n\r\n639\r\n00:44:00,020 --&gt; 00:44:04,100\r\nfor email and maybe a different vendor for chat, and\r\n\r\n640\r\n00:44:04,100 --&gt; 00:44:06,720\r\nnone of that is integrated. And that agent who's on\r\n\r\n641\r\n00:44:06,730 --&gt; 00:44:11,040\r\nthe voice contact center gets no data necessarily from those\r\n\r\n642\r\n00:44:11,040 --&gt; 00:44:15,360\r\ndigital engagements, so it's almost impossible for that agent to\r\n\r\n643\r\n00:44:15,360 --&gt; 00:44:20,740\r\nhave context. Robust support from remote and mobile workforce, and\r\n\r\n644\r\n00:44:20,740 --&gt; 00:44:23,960\r\nthat means both for the contact center solution as well\r\n\r\n645\r\n00:44:23,960 --&gt; 00:44:28,890\r\nas for the workforce engagement management applications. That seamless front\r\n\r\n646\r\n00:44:28,890 --&gt; 00:44:32,510\r\noffice, back office communications. As we talked about, it doesn't\r\n\r\n647\r\n00:44:32,510 --&gt; 00:44:35,360\r\nhave to be one solution as long as there is\r\n\r\n648\r\n00:44:35,360 --&gt; 00:44:38,840\r\na tight integration between the two, like Genesys is doing\r\n\r\n649\r\n00:44:38,840 --&gt; 00:44:43,700\r\nwith Microsoft Teams. Legacy call centers, it's difficult for them\r\n\r\n650\r\n00:44:43,700 --&gt; 00:44:47,730\r\nto use artificial intelligence and to help you have that\r\n\r\n651\r\n00:44:47,730 --&gt; 00:44:51,480\r\ninnovation, and so it makes hard to have that agility to\r\n\r\n652\r\n00:44:51,480 --&gt; 00:44:56,380\r\nmake changes quickly based on business needs. I mean those\r\n\r\n653\r\n00:44:56,380 --&gt; 00:45:01,160\r\nof us who worked at legacy contact centers know, typically they're told, \" Maybe next\r\n\r\n654\r\n00:45:01,160 --&gt; 00:45:06,160\r\nyear, maybe.\" And we're in a world where we need\r\n\r\n655\r\n00:45:06,160 --&gt; 00:45:11,460\r\nthat by next week, \" Maybe next year,\" doesn't work anymore. So\r\n\r\n656\r\n00:45:11,460 --&gt; 00:45:15,420\r\nwe're going to go to our final poll question. Among the areas\r\n\r\n657\r\n00:45:15,680 --&gt; 00:45:20,340\r\nthat we discussed today, what is your top priority for\r\n\r\n658\r\n00:45:20,340 --&gt; 00:45:27,130\r\ncustomer experience technology investment in 2021? Is it digital engagement,\r\n\r\n659\r\n00:45:27,480 --&gt; 00:45:30,960\r\nexpanding the number of channels that you have, integrating it\r\n\r\n660\r\n00:45:31,270 --&gt; 00:45:34,870\r\nmore closely to the voice channel? Is it workforce engagement,\r\n\r\n661\r\n00:45:35,950 --&gt; 00:45:42,650\r\nintegrated collaboration and contact center technology, or artificial intelligence and\r\n\r\n662\r\n00:45:42,650 --&gt; 00:45:50,220\r\nautomation? All good choices. Hold on. Again, I think it\r\n\r\n663\r\n00:45:50,220 --&gt; 00:45:54,970\r\ndepends on where our audience is at, because digital engagement\r\n\r\n664\r\n00:45:54,970 --&gt; 00:45:58,090\r\nand AI go hand- in- hand. Some might already be\r\n\r\n665\r\n00:45:58,190 --&gt; 00:46:03,820\r\nusing it, some might be evolving to more channels. I\r\n\r\n666\r\n00:46:03,820 --&gt; 00:46:08,500\r\nalso read a study where, I think, by 2022 the\r\n\r\n667\r\n00:46:08,500 --&gt; 00:46:11,530\r\nuse of workforce engagement in the cloud will be at\r\n\r\n668\r\n00:46:11,890 --&gt; 00:46:16,210\r\n94% so maybe it's on- premise, by working the cloud.\r\n\r\n669\r\n00:46:16,460 --&gt; 00:46:20,720\r\nI also have seen a pivot where many companies are\r\n\r\n670\r\n00:46:20,720 --&gt; 00:46:25,960\r\nusing workforce optimization, where it's very focused on operational efficiency,\r\n\r\n671\r\n00:46:26,290 --&gt; 00:46:29,750\r\nand to your point earlier with the gamification example, really\r\n\r\n672\r\n00:46:29,750 --&gt; 00:46:33,020\r\nshifting more towards that focus with the employee, especially in\r\n\r\n673\r\n00:46:33,020 --&gt; 00:46:37,010\r\nthis virtual world of workforce engagement, so I'm intrigued to\r\n\r\n674\r\n00:46:37,010 --&gt; 00:46:38,430\r\nsee where we're going to be at. What do you\r\n\r\n675\r\n00:46:38,430 --&gt; 00:46:43,970\r\nthink, Sheila? I think digital, I mean I think that's\r\n\r\n676\r\n00:46:43,970 --&gt; 00:46:47,960\r\nthe pressing need for a lot of businesses, that they\r\n\r\n677\r\n00:46:48,000 --&gt; 00:46:50,110\r\nmay not have been doing that as well as they'd\r\n\r\n678\r\n00:46:50,110 --&gt; 00:46:58,720\r\nlike, but we will see. It's time. Aha! You were\r\n\r\n679\r\n00:46:58,720 --&gt; 00:47:05,020\r\nright. Interesting. Well, I wanted you to say it. Well,\r\n\r\n680\r\n00:47:05,020 --&gt; 00:47:10,400\r\nlook at the tie between integrated collaboration and AI actually,\r\n\r\n681\r\n00:47:10,400 --&gt; 00:47:15,600\r\nthat's interesting. Right, because they're so different, right? Yeah. They're\r\n\r\n682\r\n00:47:15,600 --&gt; 00:47:18,980\r\nvery different. One is probably more contact center focused, the\r\n\r\n683\r\n00:47:18,980 --&gt; 00:47:22,410\r\nAI, and the other is more enterprise focused, but it\r\n\r\n684\r\n00:47:22,410 --&gt; 00:47:24,780\r\ncomes back to what you said about sales, service and\r\n\r\n685\r\n00:47:24,780 --&gt; 00:47:27,950\r\nmarketing. We're not going to get there without the integrated\r\n\r\n686\r\n00:47:27,950 --&gt; 00:47:33,110\r\ncollaboration, I think, so excellent. It's always interesting to learn\r\n\r\n687\r\n00:47:33,110 --&gt; 00:47:38,350\r\nsomething about how people are thinking, that's why the poll, this is not\r\n\r\n688\r\n00:47:38,350 --&gt; 00:47:39,990\r\nfor us as it is for them, but you get\r\n\r\n689\r\n00:47:39,990 --&gt; 00:47:41,830\r\nto see what your peers are thinking as well. So\r\n\r\n690\r\n00:47:41,830 --&gt; 00:47:46,760\r\nI am now going to move it to you to\r\n\r\n691\r\n00:47:46,760 --&gt; 00:47:51,120\r\nfinish up on the Genesys vision. Fabulous. Well, we highlighted\r\n\r\n692\r\n00:47:51,120 --&gt; 00:47:54,800\r\nthese essential capabilities that we just reviewed in the poll.\r\n\r\n693\r\n00:47:54,800 --&gt; 00:47:59,830\r\nTop of line, digital engagement, integrated UC and CC, artificial\r\n\r\n694\r\n00:47:59,830 --&gt; 00:48:05,360\r\nintelligence, workforce engagement. As you evaluate providers for these essential\r\n\r\n695\r\n00:48:05,360 --&gt; 00:48:09,440\r\ncapabilities, you need to ultimately improve customer experience. Let me\r\n\r\n696\r\n00:48:09,440 --&gt; 00:48:12,500\r\njust leave you with this final point that relates to\r\n\r\n697\r\n00:48:12,500 --&gt; 00:48:16,960\r\nour vision for our customers. When it comes to customer\r\n\r\n698\r\n00:48:16,960 --&gt; 00:48:22,200\r\nexperience, of course your customers want their issues resolved quickly and\r\n\r\n699\r\n00:48:22,200 --&gt; 00:48:26,750\r\ncorrectly, and we know that efficiency and effectiveness, they're always\r\n\r\n700\r\n00:48:26,750 --&gt; 00:48:29,420\r\ngoing to be important for your contact centers to be\r\n\r\n701\r\n00:48:29,420 --&gt; 00:48:31,790\r\nable to support and for your company to be able\r\n\r\n702\r\n00:48:31,790 --&gt; 00:48:36,080\r\nto support. But don't forget that your customers along the\r\n\r\n703\r\n00:48:36,390 --&gt; 00:48:40,250\r\nway, especially now more than ever, want to be treated\r\n\r\n704\r\n00:48:40,250 --&gt; 00:48:43,180\r\nwith empathy, or in other words to be to heard\r\n\r\n705\r\n00:48:43,180 --&gt; 00:48:47,540\r\nand understood. So experience as a service is the Genesys\r\n\r\n706\r\n00:48:47,540 --&gt; 00:48:51,520\r\nvision that helps you put empathy at the center of\r\n\r\n707\r\n00:48:51,520 --&gt; 00:48:56,570\r\neach experience. It's the key ingredient, along with efficiency and\r\n\r\n708\r\n00:48:56,570 --&gt; 00:49:01,880\r\neffectiveness, that helps foster trust with your customers to ultimately\r\n\r\n709\r\n00:49:01,880 --&gt; 00:49:06,210\r\ndrive loyalty. So here at Genesys, we're making experience as\r\n\r\n710\r\n00:49:06,210 --&gt; 00:49:09,810\r\na service a reality by helping you use the right\r\n\r\n711\r\n00:49:09,810 --&gt; 00:49:13,430\r\ncombination of technology so that you can truly personalize those\r\n\r\n712\r\n00:49:13,430 --&gt; 00:49:17,980\r\nexperiences at scale. And that right combo of tech, it\r\n\r\n713\r\n00:49:17,980 --&gt; 00:49:22,520\r\nstarts with data from any system or any engagement, including\r\n\r\n714\r\n00:49:22,520 --&gt; 00:49:25,410\r\nthe one going on in the moment. Then, with the\r\n\r\n715\r\n00:49:25,410 --&gt; 00:49:30,060\r\npower of cloud and by applying AI, you can process\r\n\r\n716\r\n00:49:30,060 --&gt; 00:49:33,730\r\nthis data in real- time, you can decipher the customer's\r\n\r\n717\r\n00:49:33,730 --&gt; 00:49:36,270\r\nintent and predict how and when to interact with them\r\n\r\n718\r\n00:49:36,270 --&gt; 00:49:39,870\r\nfurther and with this understanding of your customers, you can\r\n\r\n719\r\n00:49:39,870 --&gt; 00:49:43,950\r\nquickly then provide that relevant and personalized experience with those\r\n\r\n720\r\n00:49:43,950 --&gt; 00:49:48,260\r\nengagement tools like in the Ethiopia example that spans marketing,\r\n\r\n721\r\n00:49:48,260 --&gt; 00:49:52,840\r\nsales and services. So ultimately, your customers will feel like\r\n\r\n722\r\n00:49:52,840 --&gt; 00:49:55,980\r\nthey're a priority to you, they'll feel cared for as\r\n\r\n723\r\n00:49:55,980 --&gt; 00:50:00,970\r\nindividuals, sometimes that literally is a life or death situation,\r\n\r\n724\r\n00:50:01,040 --&gt; 00:50:04,400\r\nand they feel uniquely understood. They won't have to repeat\r\n\r\n725\r\n00:50:04,400 --&gt; 00:50:08,580\r\nthemselves, their issues will be resolved, sometimes even before they\r\n\r\n726\r\n00:50:08,580 --&gt; 00:50:13,640\r\nknow it, with compassion. So integrated data, AI, engagement tools\r\n\r\n727\r\n00:50:13,640 --&gt; 00:50:17,620\r\nwith that cloud interactive ability and choice really are at\r\n\r\n728\r\n00:50:17,620 --&gt; 00:50:22,130\r\nthe heart of the essential capabilities we see companies needing,\r\n\r\n729\r\n00:50:22,480 --&gt; 00:50:24,960\r\nnow and for the future. So with the trends that\r\n\r\n730\r\n00:50:24,960 --&gt; 00:50:29,070\r\nSheila shared, the customer examples that I highlighted, know that\r\n\r\n731\r\n00:50:29,600 --&gt; 00:50:33,910\r\nthis combination of tech that fuels this vision of experience\r\n\r\n732\r\n00:50:33,950 --&gt; 00:50:36,950\r\nas a service, is possible because the technologies we talked\r\n\r\n733\r\n00:50:36,950 --&gt; 00:50:40,270\r\nabout today are finally at that right level of maturity\r\n\r\n734\r\n00:50:40,270 --&gt; 00:50:43,230\r\nand within reach for any company. So with this vision,\r\n\r\n735\r\n00:50:43,700 --&gt; 00:50:46,590\r\nyou as a business can truly take a more customer-\r\n\r\n736\r\n00:50:46,590 --&gt; 00:50:50,170\r\ncentric approach with your business and with your engagement with\r\n\r\n737\r\n00:50:50,290 --&gt; 00:50:55,020\r\ncustomers. So with all that said, Josh, I think I'll\r\n\r\n738\r\n00:50:55,020 --&gt; 00:50:56,700\r\nturn it over to you to see if there's any\r\n\r\n739\r\n00:50:57,020 --&gt; 00:51:02,130\r\nquestions. Thanks, Janelle. So, just to get started, we do have\r\n\r\n740\r\n00:51:02,130 --&gt; 00:51:03,960\r\na few questions that have already come in, but as\r\n\r\n741\r\n00:51:03,960 --&gt; 00:51:06,770\r\na reminder to everybody in the audience, to participate in\r\n\r\n742\r\n00:51:06,770 --&gt; 00:51:09,350\r\ntoday's Q&amp; A, just submit those into the Q&amp; A\r\n\r\n743\r\n00:51:09,350 --&gt; 00:51:11,470\r\nwindow below the slides and we'll get to as many\r\n\r\n744\r\n00:51:11,470 --&gt; 00:51:13,540\r\nas we can with the little time that we have\r\n\r\n745\r\n00:51:13,540 --&gt; 00:51:16,290\r\nremaining today. As I mentioned before, though, there is a\r\n\r\n746\r\n00:51:16,290 --&gt; 00:51:17,820\r\nchance that we're not going to be able to get to\r\n\r\n747\r\n00:51:17,820 --&gt; 00:51:19,940\r\nall of the questions today, so if we do not\r\n\r\n748\r\n00:51:19,940 --&gt; 00:51:22,770\r\nanswer your question aloud, what we'll do is we'll follow\r\n\r\n749\r\n00:51:22,770 --&gt; 00:51:25,130\r\nup with you via email within the next few business\r\n\r\n750\r\n00:51:25,130 --&gt; 00:51:28,810\r\ndays. To kick things off, as we do have a couple\r\n\r\n751\r\n00:51:28,810 --&gt; 00:51:32,050\r\nof live questions in here now, so I think this\r\n\r\n752\r\n00:51:32,050 --&gt; 00:51:34,590\r\nis going to be directed more towards you, Sheila. The\r\n\r\n753\r\n00:51:34,590 --&gt; 00:51:38,070\r\nfirst question is, \" Is the change for digital a resource\r\n\r\n754\r\n00:51:38,310 --&gt; 00:51:42,310\r\nof COVID- 19 or more because of the younger demographics\r\n\r\n755\r\n00:51:42,340 --&gt; 00:51:45,390\r\nof customers like Gen Y and Gen Z using more\r\n\r\n756\r\n00:51:45,390 --&gt; 00:51:49,980\r\napps and SMS and chat?\" One of the things that\r\n\r\n757\r\n00:51:49,980 --&gt; 00:51:53,990\r\nI've been talking about is that, what COVID has done\r\n\r\n758\r\n00:51:53,990 --&gt; 00:51:59,980\r\nis accelerate a need that was already there. I think\r\n\r\n759\r\n00:52:01,020 --&gt; 00:52:05,900\r\nwe weren't, as an industry, providing the digital choices that\r\n\r\n760\r\n00:52:05,900 --&gt; 00:52:10,170\r\nconsumers wanted. There was a gap between what consumers wanted\r\n\r\n761\r\n00:52:10,170 --&gt; 00:52:13,730\r\nand what we were delivering, just like when I talked\r\n\r\n762\r\n00:52:13,730 --&gt; 00:52:17,590\r\nabout the retail apocalypse. There was a gap and so\r\n\r\n763\r\n00:52:17,640 --&gt; 00:52:21,390\r\nwhat COVID has done is highlight that gap, because to\r\n\r\n764\r\n00:52:21,790 --&gt; 00:52:24,910\r\nthe point of the questioner, the Gen Zs and the\r\n\r\n765\r\n00:52:24,910 --&gt; 00:52:28,430\r\nMillennials were looking for these choices, we just weren't delivering\r\n\r\n766\r\n00:52:28,430 --&gt; 00:52:32,500\r\nthem. Now, everybody is looking for them, everybody's a Gen\r\n\r\n767\r\n00:52:32,500 --&gt; 00:52:37,710\r\nZ. Even my 93 year old father- in- law has\r\n\r\n768\r\n00:52:37,710 --&gt; 00:52:40,460\r\nsuddenly had to become a Gen Z, because the only\r\n\r\n769\r\n00:52:40,460 --&gt; 00:52:42,770\r\nto make his appointment for a vaccine was to do\r\n\r\n770\r\n00:52:42,770 --&gt; 00:52:46,130\r\nit online. So I think what it's done is accelerate,\r\n\r\n771\r\n00:52:46,380 --&gt; 00:52:50,030\r\nand it's really two trends coming together and reinforcing one\r\n\r\n772\r\n00:52:50,030 --&gt; 00:52:57,950\r\nanother. Then as a follow up, this individual asks, \" Do\r\n\r\n773\r\n00:52:57,950 --&gt; 00:53:01,840\r\nyou see CX as a separate function from CCaaS, or\r\n\r\n774\r\n00:53:01,840 --&gt; 00:53:07,330\r\nan integral part of the platform?\" Interesting, I saw that\r\n\r\n775\r\n00:53:07,330 --&gt; 00:53:10,340\r\nquestion and I was thinking about it. CCaaS is a\r\n\r\n776\r\n00:53:10,340 --&gt; 00:53:17,640\r\ntechnology. It's very specific, it's something you buy. Customer experience,\r\n\r\n777\r\n00:53:17,790 --&gt; 00:53:21,780\r\nto me, is a strategy. It's, \" What is our strategy\r\n\r\n778\r\n00:53:22,030 --&gt; 00:53:27,330\r\nto deliver to our customers an overall experience that keeps\r\n\r\n779\r\n00:53:27,330 --&gt; 00:53:30,870\r\nthem with us?\" So I see them as quite separate.\r\n\r\n780\r\n00:53:31,100 --&gt; 00:53:34,770\r\nThe other thing is, for me, customer experience includes more\r\n\r\n781\r\n00:53:34,770 --&gt; 00:53:40,840\r\ntechnologies than just CCaaS, it includes customer relationship management, it\r\n\r\n782\r\n00:53:40,840 --&gt; 00:53:45,990\r\nincludes workforce engagement management, so to me, CCaaS is a\r\n\r\n783\r\n00:53:45,990 --&gt; 00:53:49,090\r\nmuch broader term, but it's also, to me, more of\r\n\r\n784\r\n00:53:49,090 --&gt; 00:53:52,790\r\na, \" What is the company CCaaS strategy? Not who is\r\n\r\n785\r\n00:53:52,790 --&gt; 00:53:56,750\r\ntheir vendor.\" Can I just add to that? Improving customer\r\n\r\n786\r\n00:53:56,750 --&gt; 00:54:00,060\r\nexperience is a business outcome, I mean you could Google\r\n\r\n787\r\n00:54:00,820 --&gt; 00:54:03,640\r\ntons of different studies out there that show the impact\r\n\r\n788\r\n00:54:03,640 --&gt; 00:54:07,760\r\nto a company's bottom line when you focus on improving\r\n\r\n789\r\n00:54:08,130 --&gt; 00:54:11,280\r\ncustomer experience. And to Sheila's point, too, I totally agree\r\n\r\n790\r\n00:54:11,280 --&gt; 00:54:16,120\r\nto that, but CCaaS technology is part of that strategy\r\n\r\n791\r\n00:54:16,120 --&gt; 00:54:23,530\r\nto direct towards that outcome. Awesome. Thanks, guys. I'll direct\r\n\r\n792\r\n00:54:23,530 --&gt; 00:54:26,670\r\nthis question to you, Janelle, and, Sheila, you're welcome to\r\n\r\n793\r\n00:54:26,990 --&gt; 00:54:30,600\r\nfollow up. This individual is moving from an on- premise\r\n\r\n794\r\n00:54:31,870 --&gt; 00:54:34,850\r\nsetup to a unified communication spot where blending CCaaS and\r\n\r\n795\r\n00:54:34,850 --&gt; 00:54:38,890\r\nUCaaS with a cloud based provider. If you have any\r\n\r\n796\r\n00:54:38,890 --&gt; 00:54:43,100\r\nrecommendations, how would you suggest they choose, or what would\r\n\r\n797\r\n00:54:43,100 --&gt; 00:54:48,030\r\nyou suggest they choose in that direction? It's difficult for\r\n\r\n798\r\n00:54:48,030 --&gt; 00:54:51,010\r\nme to answer that with any wisdom when I don't\r\n\r\n799\r\n00:54:51,010 --&gt; 00:54:54,560\r\nknow your business requirements, so it really comes down to\r\n\r\n800\r\n00:54:54,610 --&gt; 00:54:58,130\r\nwhat are your business needs and business requirements and what\r\n\r\n801\r\n00:54:58,130 --&gt; 00:55:01,760\r\nyou use cases are you looking to support, like with\r\n\r\n802\r\n00:55:01,760 --&gt; 00:55:07,620\r\nmeetings, with video, with unified chat across the contact center\r\n\r\n803\r\n00:55:07,680 --&gt; 00:55:10,890\r\npresence, et cetera, et cetera. So know that you have\r\n\r\n804\r\n00:55:10,890 --&gt; 00:55:14,650\r\noptions out there, like for instance with Genesys, we integrate\r\n\r\n805\r\n00:55:14,650 --&gt; 00:55:18,400\r\nwith Zoom, we have native capabilities, we integrate with Microsoft\r\n\r\n806\r\n00:55:18,400 --&gt; 00:55:22,290\r\nTeams as I mentioned before with the Integral Care example.\r\n\r\n807\r\n00:55:22,290 --&gt; 00:55:25,490\r\nSo really happy to partner with you and dig into\r\n\r\n808\r\n00:55:25,490 --&gt; 00:55:29,180\r\nyour contact center requirements to really answer that with a\r\n\r\n809\r\n00:55:29,470 --&gt; 00:55:34,300\r\nmore educated response to your business. That's actually a good\r\n\r\n810\r\n00:55:34,780 --&gt; 00:55:37,230\r\npoint, too, Janelle. There's going to be a survey that pops up\r\n\r\n811\r\n00:55:37,230 --&gt; 00:55:39,410\r\nat the end of today's presentation asking if you would\r\n\r\n812\r\n00:55:39,410 --&gt; 00:55:44,230\r\nlike your local Genesys account representative to reach out. So\r\n\r\n813\r\n00:55:44,230 --&gt; 00:55:46,780\r\nif you want additional information, go ahead and mark yes\r\n\r\n814\r\n00:55:46,780 --&gt; 00:55:48,540\r\nto that question in the survey, and we'll be sure\r\n\r\n815\r\n00:55:48,540 --&gt; 00:55:50,750\r\nto follow up with you with any additional information you're\r\n\r\n816\r\n00:55:51,020 --&gt; 00:55:57,530\r\ninterested in learning.- Let me follow up a little bit\r\n\r\n817\r\n00:55:57,530 --&gt; 00:56:02,380\r\non the question, Josh, if I may. It's interesting, one\r\n\r\n818\r\n00:56:02,380 --&gt; 00:56:04,940\r\ncould look at UC and CC and say, \" I want\r\n\r\n819\r\n00:56:04,940 --&gt; 00:56:09,270\r\none vendor and not two vendors,\" but if you actually\r\n\r\n820\r\n00:56:09,270 --&gt; 00:56:11,690\r\nlook at a vendor who says they have UC and\r\n\r\n821\r\n00:56:11,690 --&gt; 00:56:15,540\r\nCC, you may find that their CC is coming from\r\n\r\n822\r\n00:56:15,540 --&gt; 00:56:18,860\r\na different company so it's really not one solution, it's\r\n\r\n823\r\n00:56:18,860 --&gt; 00:56:22,010\r\ntwo. Or you may find that a company that has\r\n\r\n824\r\n00:56:22,010 --&gt; 00:56:29,260\r\ntwo solutions has a two partners, like Genesys plus Zoom\r\n\r\n825\r\n00:56:29,260 --&gt; 00:56:33,870\r\nor some other context and a plus Teams. What looks\r\n\r\n826\r\n00:56:33,870 --&gt; 00:56:38,090\r\nlike two separate solutions, really if you understand the technology\r\n\r\n827\r\n00:56:38,090 --&gt; 00:56:41,440\r\nbehind how they're integrated, it may be tighter than somebody\r\n\r\n828\r\n00:56:41,440 --&gt; 00:56:45,090\r\nthat looks like one solution. So you really have to\r\n\r\n829\r\n00:56:45,090 --&gt; 00:56:47,730\r\nscratch the surface, or I think the advice I would\r\n\r\n830\r\n00:56:47,730 --&gt; 00:56:51,470\r\nhave is, make sure you sort of understand the genesis\r\n\r\n831\r\n00:56:51,470 --&gt; 00:56:54,820\r\nof the technology in each case and how well they\r\n\r\n832\r\n00:56:54,820 --&gt; 00:56:59,440\r\nintegrate, what does integration mean with that particular solution? Does\r\n\r\n833\r\n00:56:59,440 --&gt; 00:57:03,410\r\nit mean four- digit dialing from you to somebody who's\r\n\r\n834\r\n00:57:03,410 --&gt; 00:57:07,000\r\nnot in the contact center? Does it mean that something\r\n\r\n835\r\n00:57:07,000 --&gt; 00:57:09,850\r\nthat you chat to somebody not in the contact center,\r\n\r\n836\r\n00:57:10,030 --&gt; 00:57:12,980\r\ncan get captured in the contact center record? You want\r\n\r\n837\r\n00:57:12,980 --&gt; 00:57:16,250\r\nto ask those kinds of questions, it's less about whether\r\n\r\n838\r\n00:57:16,250 --&gt; 00:57:23,210\r\nit's one vendor, it's how the applications work together. Awesome.\r\n\r\n839\r\n00:57:24,260 --&gt; 00:57:27,160\r\nSo unfortunately that is all the time we have today.\r\n\r\n840\r\n00:57:27,160 --&gt; 00:57:29,080\r\nI know that there are a handful of questions that\r\n\r\n841\r\n00:57:29,080 --&gt; 00:57:31,210\r\nwe did not get to today, so do not fret, we\r\n\r\n842\r\n00:57:31,210 --&gt; 00:57:33,420\r\nwill respond to you via email within the next few\r\n\r\n843\r\n00:57:33,420 --&gt; 00:57:36,150\r\nbusiness days. However, if you are looking for more of\r\n\r\n844\r\n00:57:36,150 --&gt; 00:57:38,120\r\na prompt response, you can always feel free to reach\r\n\r\n845\r\n00:57:38,120 --&gt; 00:57:41,400\r\nout to us at onlineevents@ genesys. com, no caps or\r\n\r\n846\r\n00:57:41,400 --&gt; 00:57:44,410\r\nspaces, and we'll get back to you as quickly and\r\n\r\n847\r\n00:57:44,410 --&gt; 00:57:48,490\r\npromptly as we can. So with that being said, to\r\n\r\n848\r\n00:57:48,490 --&gt; 00:57:52,260\r\nwrap today. First off, I know that you're wanting additional\r\n\r\n849\r\n00:57:52,260 --&gt; 00:57:55,080\r\ninformation about today's topic, so be sure check out that\r\n\r\n850\r\n00:57:55,080 --&gt; 00:57:59,240\r\nresource list. That's going to have the 2021 Contact Center\r\n\r\n851\r\n00:57:59,240 --&gt; 00:58:01,990\r\nBuyer's Guide bundle that will give you additional information on\r\n\r\n852\r\n00:58:02,040 --&gt; 00:58:05,650\r\nall of the topics that we discussed today. In addition\r\n\r\n853\r\n00:58:05,650 --&gt; 00:58:07,660\r\nto that, I mentioned a survey that's going to show\r\n\r\n854\r\n00:58:07,660 --&gt; 00:58:10,630\r\nup at the end of today's presentation. We encourage you\r\n\r\n855\r\n00:58:10,630 --&gt; 00:58:12,670\r\nto fill that survey out, it shouldn't take you more\r\n\r\n856\r\n00:58:12,670 --&gt; 00:58:14,840\r\nthan a couple of minutes, but we tailor all of\r\n\r\n857\r\n00:58:14,840 --&gt; 00:58:17,790\r\nthese webinars and presentations to exactly what you want to\r\n\r\n858\r\n00:58:17,790 --&gt; 00:58:21,040\r\nhear and learn more about with respect to contact center technology.\r\n\r\n859\r\n00:58:21,290 --&gt; 00:58:23,110\r\nSo go ahead and fill that out, and we'll be\r\n\r\n860\r\n00:58:23,110 --&gt; 00:58:26,900\r\nsure to incorporate that feedback into the future Genesys presentations\r\n\r\n861\r\n00:58:26,900 --&gt; 00:58:31,520\r\nand webinars. And also, Janelle mentioned if you want to\r\n\r\n862\r\n00:58:31,520 --&gt; 00:58:34,400\r\nlearn more about Company Nurse, there is the Take A\r\n\r\n863\r\n00:58:34,400 --&gt; 00:58:36,730\r\nMoment Podcast as well as the Tech Talks in Twenty\r\n\r\n864\r\n00:58:36,730 --&gt; 00:58:39,190\r\nPodcast, so I encourage you to check that out on\r\n\r\n865\r\n00:58:39,190 --&gt; 00:58:42,090\r\nbasically any podcast application that you listen, or you can\r\n\r\n866\r\n00:58:42,090 --&gt; 00:58:46,750\r\ncheck us out on Genesys. com\/ podcasts. So with all\r\n\r\n867\r\n00:58:46,750 --&gt; 00:58:50,320\r\nthat information being said, on behalf and Sheila, Janelle and\r\n\r\n868\r\n00:58:50,320 --&gt; 00:58:52,770\r\nthe entire Genesys team, I want to thank you again\r\n\r\n869\r\n00:58:52,770 --&gt; 00:58:57,410\r\nfor joining today's 2021 Contact Center Buyers Guide webinar. Until\r\n\r\n870\r\n00:58:57,410 --&gt; 00:59:02,480\r\nnext time, have a good one, everyone. Thank you. Thank\r\n\r\n871\r\n00:59:02,480 --&gt; 00:59:02,500\r\nyou.[mktoform form_type=\"hot\" cta_header=\"WATCH THE ON-DEMAND RECORDING\" cta_button=\"Watch Now!\" cms_hold=\"RG\" cid_id=\"7011T000001kzXcQAI\"]\r\nMeet the Speakers\r\n\r\nSheila McGee Smith\r\nFounder and Principal Analyst\r\nMcGee Smith Analytics\r\n\r\nJanelle Dieken\r\nSenior Vice President of Content Marketing\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Demo,Genesys Cloud,genesys cloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/see-genesys-cloud-in-action-predictive-engagement?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Demo Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">See Genesys Cloud in action: Predictive Engagement<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nMonthly Demo\r\n\r\nSee Genesys Cloud in action: Predictive Engagement\r\n[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\u2019ll see how predictive engagement can influence web customers, invoke digital chat and use voice when escalations are required.\r\n\r\nThis demo also covers:\r\n\r\n \tWeb interactions and Genesys web widgets\r\n \tDigital chatting with an option to escalate to voice, on demand\r\n \tPersonal script pages and more\r\n\r\n[mktoform form_type=\"hot\" cta_header=\"REGISTER NOW!\" cta_button=\"Register Now!\" cms_hold=\"RG\" cid_id=\"7011T000001kzHZQAY\"]\r\nMeet the Speakers\r\n\r\nBrad Forsythe\r\nSenior Strategic Sales Consultant\r\nGenesys\r\n\r\nJJ Earle-Henson\r\nSenior Strategic Sales Consultant\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"AppFoundry,Improve customer experience,Genesys Cloud,genesys cloud cx,Financial,Healthcare,Industrial,Retail,Technology\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/meet-2021-call-center-kpis-with-a-crm-hosted-cti?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">AppFoundry Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Meet 2021 call center KPIs with a CRM-hosted CTI<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nAppFoundry Webinar\r\n\r\nMeet 2021 call center KPIs with a CRM-hosted CTI\r\n[cutoff co_thick=\"2px\"]Wednesday, January 6 @ 8 AM PT\r\n\r\nThe right computer telephony integration (CTI) solution can help you exceed 2020 contact center KPIs \u2014 and get your performance on track for 2021.\r\n\r\nEmpower your agents\u202fto\u202fefficiently serve customers\u202fand gain visibility into interactions for intelligent decision-making. With InGenius for the Genesys Cloud\u2122\u00a0platform, you get features\u202flike\u202fscreen pop, click-to-dial, automated call logging and call reports.\r\n\r\nJoin\u00a0us on\u00a0January 6th\u00a0to learn how CTI can:\r\n\r\n \tDrive agent productivity\r\n \tImprove customer satisfaction\r\n \tMonitor and measure agent performance\r\n \tIdentify customer pain points\r\n\r\n[mktoform form_type=\"hot\" cta_header=\"REGISTER NOW\" cta_button=\"Register Now!\" form_reach=\"noreach\" cms_hold=\"RG\" cid_id=\"7011T000001ky7iQAA\"]\r\nMeet the Speaker\r\n\r\nKeith Berg\r\nGeneral Manager, Contact Center Productivity\r\nUpland Software\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"AppFoundry,Improve customer experience,Improve employee experience,Genesys Cloud,genesys cloud cx,Financial,Healthcare,Retail\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/how-to-keep-up-with-complex-and-evolving-reporting-requirements?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">AppFoundry Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">How to keep up with complex and evolving reporting requirements<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nAppFoundry Webinar\r\n\r\nHow to keep up with complex and evolving reporting requirements\r\n[cutoff co_thick=\"2px\"]Thursday, December 17 at 8 AM PT\r\n\r\nWhether you\u2019ve recently migrated to the cloud or made the move a while ago, you\u2019ve probably identified gaps in your reporting and analytics. And you\u2019re probably wondering how to bridge those gaps from your previous platform \u2014 while meeting changing reporting requirements. This is particularly true for enterprise environments with multiple reporting tools like Salesforce, Zendesk and more.\r\n\r\nIn this webinar, you\u2019ll learn how getting the right data \u2014 in real time \u2014 improves your position in the market. Together, eMite and Genesys make post-migration reporting seamless.[mktoform form_type=\"hot\" cta_header=\"REGISTER NOW\" cta_button=\"Register Now!\" form_reach=\"noreach\" cms_hold=\"RG\" cid_id=\"7011T000001kyzaQAA\"]\r\nMeet the Speakers\r\n\r\nLacey Emery\r\nNational Director\r\neMite\r\n\r\nTyrel Jensen\r\nSenior Solutions Consultant\r\neMite\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Demo,Genesys AI,Genesys Cloud,genesys cloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/see-genesys-cloud-in-action-accurately-plan-for-2021-with-wem?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Demo Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">See Genesys Cloud in action: Accurately plan for 2021 with WEM<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nMonthly Demo\r\n\r\nSee Genesys Cloud in action: Accurately plan for 2021 with WEM\r\n[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.\r\n\r\nIn this month\u2019s Genesys Cloud demo, we\u2019ll review everything you need to start 2021 on the right foot. We\u2019ll discuss what forecasting is, why it\u2019s important and, more importantly, how the Genesys AI-powered forecasting engine helps you prepare for what\u2019s to come.[mktoform form_type=\"hot\" cta_header=\"REGISTER NOW\" cta_button=\"Register Now!\" cms_hold=\"RG\" cid_id=\"7011T000001kyVaQAI\"]\r\nMeet the Speaker\r\n\r\nBrad Forsythe\r\nSenior Strategic Sales Consultant\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"AppFoundry,Improve customer experience,Improve employee experience,Genesys Cloud,genesys cloud cx,Financial,Healthcare,Retail\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/improve-efficiency-with-ai-and-automation-in-2021?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">AppFoundry Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Improve efficiency with AI and automation in 2021<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nAppFoundry Webinar\r\n\r\nImprove efficiency with AI and automation in 2021\r\n[cutoff co_thick=\"2px\"]Wednesday, November 18, 2020 at 8 AM PT\r\n\r\nContact 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.\r\n\r\nIn 2021, improved contact center ROI is as simple as eliminating the unnecessary steps it takes to find answers and manage information.\r\n\r\nJoin our panel of experts to find out on how automation and intelligent integrations can improve efficiency and drive ROI.\r\n\r\nYou\u2019ll learn how:\r\n\r\n \tArtificial intelligence (AI) changes how contact centers operate remotely\r\n \tNext-generation AI is transforming chat, messenger and voice\r\n \tAgent-assist technology can save teams valuable hours of work per week\r\n\r\n[mktoform form_type=\"hot\" cta_header=\"REGISTER NOW\" cta_button=\"Register Now!\" form_reach=\"noreach\" cms_hold=\"RG\" cid_id=\"7011T000001kyH9QAI\"]\r\nMeet the Speakers\r\n\r\nJim Whatton\r\nVice President, Solution Consulting\r\nGenesys\r\n\r\nDan Stoops\r\nSolutions Architect\r\nGenesys\r\n\r\nSedarius Perrotta\r\nHead of Innovation\r\nShelf\r\n\r\nJeff Stroum\r\nSolutions Architect\r\nShelf\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Webinar Bytes,Improve customer experience,Genesys AI\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/webinar-bytes-all-your-contact-center-ai-security-questions-answered?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Webinar Bytes<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">[Webinar Bytes] All your Contact Center AI security questions answered<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nWebinar Bytes\r\n\r\nAll your Contact Center AI security questions answered\r\n[cutoff co_thick=\"2px\"]We\u2019ve taken one of our webinars and broken it down in to smaller video segments.\u00a0 Check out some of the most important parts of the webinar below.\u00a0 Then watch the full video by clicking the link below.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Artificial intelligence (AI) is proven to offer many benefits: personalized customer service, increased operational efficiency and improved customer satisfaction. However, many business and IT leaders are concerned about the security implications of using bots and predictive AI technologies in their contact centers.\r\n\r\nJoin us for the \u201cAsk Me Anything\u201d webinar in which we address top questions related to Contact Center AI security. Meet the experts from the Genesys and the Google Cloud Contact Center AI teams to learn how to deliver secure customer service with human-like conversational AI.\r\n\r\nWatch the full webinar by clicking this\u00a0link.[cutoff co_thick=\"2px\"]\r\nMeet the Speakers\r\n\r\nKishor Aher\r\nLead Architect for Contact Center AI\r\nGoogle\r\n\r\nToby Tobkin\r\nTechnical Solutions Consultant, Cloud AI\r\nGoogle\r\n\r\nJanelle Dieken\r\nSVP, Solutions and Product Marketing\r\nGenesys\r\n\r\nWendy Mikkelsen\r\nSenior Director, Product Marketing\r\nGenesys\r\n[cutoff co_thick=\"2px\"]1\r\n00:00:00,000 --&gt; 00:00:05,950\r\nThanks, Wendy. So, contact center AI offered by Google and Genesys\r\n\r\n2\r\n00:00:05,950 --&gt; 00:00:10,260\r\nis an integrated solution. And what it means is that it gives you\r\n\r\n3\r\n00:00:10,260 --&gt; 00:00:14,610\r\nthe best of both worlds. Genesys is a leader in\r\n\r\n4\r\n00:00:14,610 --&gt; 00:00:18,120\r\ncontact center space and Google is in AI space. So,\r\n\r\n5\r\n00:00:18,120 --&gt; 00:00:21,980\r\nwe come together, we integrate our products and we offer\r\n\r\n6\r\n00:00:21,980 --&gt; 00:00:26,540\r\nit to our end customers. It is an omnichannel solution so that\r\n\r\n7\r\n00:00:26,540 --&gt; 00:00:30,470\r\nmeans you can have a chat integration, voice integration and\r\n\r\n8\r\n00:00:30,470 --&gt; 00:00:35,360\r\nsocial media integration out of the box. Typically, contact center\r\n\r\n9\r\n00:00:35,390 --&gt; 00:00:39,550\r\nAI solution needs to take care of three different kinds\r\n\r\n10\r\n00:00:39,550 --&gt; 00:00:43,700\r\nof stakeholders. First stakeholder is the end customer. So, end\r\n\r\n11\r\n00:00:43,910 --&gt; 00:00:47,170\r\ncustomer calls in into the contact center and they are\r\n\r\n12\r\n00:00:47,170 --&gt; 00:00:51,220\r\neither interacting with the bot or they are interacting with\r\n\r\n13\r\n00:00:51,220 --&gt; 00:00:55,020\r\nthe human agent. So, human agents are our second stakeholders.\r\n\r\n14\r\n00:00:55,540 --&gt; 00:01:00,330\r\nAnd the third stakeholder are basically agent managers or customer\r\n\r\n15\r\n00:01:00,330 --&gt; 00:01:04,960\r\nexperience executives because they need transparency into the contact center.\r\n\r\n16\r\n00:01:04,980 --&gt; 00:01:09,360\r\nRemember contact center, mostly handles unstructured data that is like\r\n\r\n17\r\n00:01:09,590 --&gt; 00:01:13,550\r\nvoice or chat. And it is very important to take this unstructured data and create structure and information out of this data. And Google AI can help\r\n\r\n18\r\n00:01:13,550 --&gt; 00:01:25,370\r\nyou dig this unstructured data and create structure out of\r\n\r\n19\r\n00:01:25,370 --&gt; 00:01:27,490\r\nit. Toby, do you want to add something to that?\r\n\r\n20\r\n00:01:27,490 --&gt; 00:01:32,510\r\nYeah, definitely. I think that I'd also like to break it down a little\r\n\r\n21\r\n00:01:32,780 --&gt; 00:01:34,970\r\nbit about where the technology comes from and what it\r\n\r\n22\r\n00:01:34,990 --&gt; 00:01:40,000\r\nactually means for contact center operators. So, just to set\r\n\r\n23\r\n00:01:40,000 --&gt; 00:01:42,530\r\na little bit of interesting background here. So, contact center\r\n\r\n24\r\n00:01:42,530 --&gt; 00:01:47,670\r\nAI is actually made up of, I'd say three big\r\n\r\n25\r\n00:01:47,670 --&gt; 00:01:51,850\r\nseparate components that are integrated into Genesys ecosystem. One of them is\r\n\r\n26\r\n00:01:51,850 --&gt; 00:01:54,990\r\nCCAI virtual agents, which is based on a piece of\r\n\r\n27\r\n00:01:54,990 --&gt; 00:01:58,850\r\nsoftware called Dialogue Flow. Dialogue Flow is actually a platform\r\n\r\n28\r\n00:01:59,630 --&gt; 00:02:03,010\r\nthat's used program, Google Assistant at Google. So, this is\r\n\r\n29\r\n00:02:03,010 --&gt; 00:02:05,090\r\nactually the same piece of software that developers use to\r\n\r\n30\r\n00:02:05,090 --&gt; 00:02:09,470\r\nactually build their voice applications for AI assistance. On the\r\n\r\n31\r\n00:02:09,470 --&gt; 00:02:13,150\r\nsecond one is Agent Assist. This is actually a piece\r\n\r\n32\r\n00:02:13,150 --&gt; 00:02:16,480\r\nof software prides provides AI augmentation for our contact center\r\n\r\n33\r\n00:02:16,480 --&gt; 00:02:21,100\r\nagent's job helping them go and fill in fields automatically\r\n\r\n34\r\n00:02:21,280 --&gt; 00:02:23,780\r\nor giving them turn by turn guidance for solving a\r\n\r\n35\r\n00:02:23,780 --&gt; 00:02:27,850\r\ncomplex issue. And finally, there's also Insights AI. And so,\r\n\r\n36\r\n00:02:27,850 --&gt; 00:02:30,760\r\nwhat this does is it actually surfaces all the information\r\n\r\n37\r\n00:02:30,760 --&gt; 00:02:33,360\r\nthat the artificial intelligence is actually seeing out in the\r\n\r\n38\r\n00:02:33,360 --&gt; 00:02:37,790\r\nfield at your contact center in a digestible format. So,\r\n\r\n39\r\n00:02:37,790 --&gt; 00:02:41,060\r\nwhat does it actually mean? Especially, I would say Dialogue\r\n\r\n40\r\n00:02:41,060 --&gt; 00:02:43,700\r\nFlow is the one CCAI virtual agent, which based on Dialogue\r\n\r\n41\r\n00:02:43,700 --&gt; 00:02:46,770\r\nFlow is when I get the most questions on from contact center\r\n\r\n42\r\n00:02:46,770 --&gt; 00:02:51,410\r\noperators. This is a combination of some things there are\r\n\r\n43\r\n00:02:51,410 --&gt; 00:02:54,210\r\nnet new and also things that are kind of just\r\n\r\n44\r\n00:02:54,210 --&gt; 00:02:57,040\r\nlike next generation of tasks you already do for your\r\n\r\n45\r\n00:02:57,040 --&gt; 00:03:00,300\r\ncontact center. I'd say the most relatable thing is the\r\n\r\n46\r\n00:03:00,300 --&gt; 00:03:04,340\r\nthing that most next generation. So, if say your program\r\n\r\n47\r\n00:03:04,340 --&gt; 00:03:09,500\r\nmenu, oftentimes nowadays you'll use a keyword recognition system, something\r\n\r\n48\r\n00:03:09,500 --&gt; 00:03:12,190\r\nwhere if somebody says something like pay my bill, that\r\n\r\n49\r\n00:03:12,190 --&gt; 00:03:14,720\r\nwill go to the pay bill menu and walk you\r\n\r\n50\r\n00:03:14,720 --&gt; 00:03:18,140\r\nthrough that. The next generation gear, when you actually using\r\n\r\n51\r\n00:03:18,140 --&gt; 00:03:22,010\r\nsomething like CCAI virtual agent is people can express themselves\r\n\r\n52\r\n00:03:22,010 --&gt; 00:03:24,330\r\nhowever they want and the system will still capture it.\r\n\r\n53\r\n00:03:24,620 --&gt; 00:03:30,230\r\nSo, something like, \" Hey, I want to pay my bill\r\n\r\n54\r\n00:03:30,230 --&gt; 00:03:33,120\r\nnow. Is it possible to do it by a credit\r\n\r\n55\r\n00:03:33,120 --&gt; 00:03:35,820\r\ncard?\" It would be able to actually go and pick\r\n\r\n56\r\n00:03:35,820 --&gt; 00:03:40,080\r\nup that utterance and still classify the intent as being\r\n\r\n57\r\n00:03:40,080 --&gt; 00:03:42,240\r\npay my bill, even though it was very open ended\r\n\r\n58\r\n00:03:42,240 --&gt; 00:03:47,540\r\nand freely expressed. I would say that menu replacements tend\r\n\r\n59\r\n00:03:47,540 --&gt; 00:03:49,960\r\nto be the first step that most people actually do\r\n\r\n60\r\n00:03:50,030 --&gt; 00:03:52,080\r\nwhen they use the system. And then they tend to\r\n\r\n61\r\n00:03:52,080 --&gt; 00:03:54,110\r\nmove on to much more sophisticated use cases, where we\r\n\r\n62\r\n00:03:54,250 --&gt; 00:03:58,110\r\ndo say automated diagnostics or a resolution of issues even\r\n\r\n63\r\n00:03:58,110 --&gt; 00:08:22,800\r\nif it's quite complex. a good one, everyone.<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"AppFoundry,Improve customer experience,Genesys Cloud,genesys cloud cx,Financial,Healthcare,Industrial,Retail,Technology\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/overcoming-remote-agent-challenges-with-active-voice-biometrics?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">AppFoundry Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Overcoming remote agent challenges with active voice biometrics<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nAppFoundry Webinar\r\n\r\nOvercoming remote agent challenges with active voice biometrics\r\n[cutoff co_thick=\"2px\"]Tuesday, December 8 at 8:00 AM PT\r\nContact 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 \u2014 before a caller is even transferred to an agent. \r\nIn this webinar, we\u2019ll explore how implementing automation, self-service and robust security practices removes the burden on remote agents \u2014 especially for routine inquiries, transactions and interactions. \r\nLumenVox Active Voice Authentication is compatible with the Genesys Cloud\u2122\u00a0platform and enables a quick, convenient and secure contact center authentication strategy that will decrease agent handle time and increase containment.[mktoform form_type=\"hot\" cta_header=\"REGISTER NOW\" cta_button=\"Register Now!\" form_reach=\"noreach\" cms_hold=\"RG\" cid_id=\"7011T000001kz3cQAA\"]\r\nMeet the Speaker\r\n\r\nMatt Whipple\r\nSenior VP, Voice Biometrics\r\nLumenVox\r\n\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Webinar Bytes,Genesys AI\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/webinar-bytes-make-personalized-customer-experience-a-reality-with-genesys-ai?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Webinar Bytes<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">[Webinar Bytes] Make personalized customer experience a reality with Genesys AI<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nWebinar Bytes\r\n\r\nMake personalized customer experience a reality with Genesys AI\r\n[cutoff co_thick=\"2px\"]We\u2019ve taken one of our webinars and broken it down in to smaller video segments.\u00a0 Check out some of the most important parts of the webinar below.\u00a0 Then watch the full video by clicking the link below.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Watch these webinar bytes where we walk you through our recent Enterprise Connect Best Application for AI winning solution \u2013 Genesys Predictive Engagement. During the live session we discussed how businesses can anticipate individual customer needs building on every interaction across channels and events to improve and personalize future engagements.\r\n\r\nGenesys Predictive Engagement delivers AI-powered, personalized and contextual experiences before, during and after critical so customers stay engaged and continue toward the desired business outcome. Working within Genesys Cloud, Genesys Predictive Engagement is part of the AI engine that enables Experience as a Service, the company\u2019s vision for the contact center industry to facilitate end-to-end, personalized cloud-delivered experiences.\r\n\r\nWatch the full webinar by clicking this\u00a0link.[cutoff co_thick=\"2px\"]\r\nMeet the Speakers\r\n\r\nElcenora Martinez\r\nGlobal VP, Product Management, AI\r\nGenesys\r\n\r\nDan Arra\r\nVice President, Sales\r\nGenesys\r\n[cutoff co_thick=\"2px\"]1\r\n00:00:00,000 --&gt; 00:00:02,540\r\nSo first and foremost, AI is here to stay. I\r\n\r\n2\r\n00:00:02,540 --&gt; 00:00:06,350\r\ndon't think I have to tell anyone that. IDC estimates\r\n\r\n3\r\n00:00:06,350 --&gt; 00:00:08,540\r\nthat this is a market that's going to grow to\r\n\r\n4\r\n00:00:08,540 --&gt; 00:00:13,770\r\n$ 97 billion by 2023, and that over 50% of\r\n\r\n5\r\n00:00:13,770 --&gt; 00:00:17,290\r\ninteractions are going to be augmented or enriched by AI.\r\n\r\n6\r\n00:00:17,820 --&gt; 00:00:20,260\r\nBut what we want to do is inspire any chief\r\n\r\n7\r\n00:00:20,260 --&gt; 00:00:24,560\r\nmarketing officers or chief experience officers to understand how AI\r\n\r\n8\r\n00:00:24,560 --&gt; 00:00:26,940\r\ncan help you in the contact center, to make sure\r\n\r\n9\r\n00:00:26,940 --&gt; 00:00:29,540\r\nthat you have the ability to lobby for some share\r\n\r\n10\r\n00:00:29,540 --&gt; 00:00:32,050\r\nof market where your company wants to spend their AI\r\n\r\n11\r\n00:00:32,250 --&gt; 00:00:37,640\r\ndollars. The reason that is, is because you want to\r\n\r\n12\r\n00:00:37,640 --&gt; 00:00:40,540\r\nbe able to differentiate the experience that you give your\r\n\r\n13\r\n00:00:40,540 --&gt; 00:00:44,720\r\ncustomers, and that requires being able to personalize every single\r\n\r\n14\r\n00:00:44,720 --&gt; 00:00:48,890\r\none of those interactions. Now, the need for personalization is\r\n\r\n15\r\n00:00:48,890 --&gt; 00:00:51,850\r\ngoing to stretch beyond what is available on a customer\r\n\r\n16\r\n00:00:51,850 --&gt; 00:00:57,420\r\ndata platform today. CDPs have the ability to store information\r\n\r\n17\r\n00:00:57,420 --&gt; 00:01:00,320\r\nabout customers, but if you really want to take that\r\n\r\n18\r\n00:01:00,320 --&gt; 00:01:05,030\r\nnext level on personalization, it's going to require stitching, enriching,\r\n\r\n19\r\n00:01:05,030 --&gt; 00:01:07,690\r\nand augmenting much of that data to be able to\r\n\r\n20\r\n00:01:07,690 --&gt; 00:01:12,900\r\npersonalize the interactions. If we think about the fact that\r\n\r\n21\r\n00:01:13,290 --&gt; 00:01:17,790\r\n50% of these interactions will be augmented by AI, then\r\n\r\n22\r\n00:01:17,870 --&gt; 00:01:21,150\r\nwe need to go beyond just a single interaction in\r\n\r\n23\r\n00:01:21,150 --&gt; 00:01:23,670\r\na single channel to really be able to understand the\r\n\r\n24\r\n00:01:23,670 --&gt; 00:01:28,320\r\ncontext across many channels over the lifetime of a customer's\r\n\r\n25\r\n00:01:28,960 --&gt; 00:01:32,140\r\nrelationship with a brand. So being able to harmonize and\r\n\r\n26\r\n00:01:32,140 --&gt; 00:01:34,550\r\nunderstand all of that context is going to be really\r\n\r\n27\r\n00:01:34,550 --&gt; 00:01:39,780\r\nimportant. No AI investment would be complete without the right\r\n\r\n28\r\n00:01:39,780 --&gt; 00:01:42,590\r\nlevel of analytics and reporting. So we want to make\r\n\r\n29\r\n00:01:42,590 --&gt; 00:01:46,010\r\nsure that you have the ability to really understand how\r\n\r\n30\r\n00:01:46,010 --&gt; 00:01:51,630\r\nyour AI investment is performing, the optimization and really be\r\n\r\n31\r\n00:01:51,630 --&gt; 00:01:57,170\r\nable to fine tune this investment. Now, Forrester estimates in\r\n\r\n32\r\n00:01:57,170 --&gt; 00:02:02,240\r\na survey last year that 53% of companies already have\r\n\r\n33\r\n00:02:02,240 --&gt; 00:02:06,630\r\nimplemented or are implementing some form of artificial intelligence, and\r\n\r\n34\r\n00:02:06,630 --&gt; 00:02:09,150\r\nthis is great because what we see is that we've\r\n\r\n35\r\n00:02:09,150 --&gt; 00:02:13,670\r\npassed critical mass. But it also means that 47% of\r\n\r\n36\r\n00:02:13,670 --&gt; 00:02:17,660\r\ncompanies have not yet deployed artificial intelligence. Now, there's a\r\n\r\n37\r\n00:02:17,660 --&gt; 00:02:21,830\r\ncouple of barriers to adoption and that can range from\r\n\r\n38\r\n00:02:21,880 --&gt; 00:02:26,790\r\nbeing able to achieve it at scale, to security, to\r\n\r\n39\r\n00:02:26,790 --&gt; 00:02:30,880\r\nadoption, and even some of the conversational intelligence. But what\r\n\r\n40\r\n00:02:30,880 --&gt; 00:02:33,790\r\nI want to leave you with today is how Genesys\r\n\r\n41\r\n00:02:33,860 --&gt; 00:02:37,050\r\nis helping you overcome some of those challenges. So I'm\r\n\r\n42\r\n00:02:37,050 --&gt; 00:02:40,430\r\ngoing to go through these one by one. We have\r\n\r\n43\r\n00:02:40,430 --&gt; 00:02:44,010\r\nmade a significant investment in a data science team that\r\n\r\n44\r\n00:02:44,030 --&gt; 00:02:48,440\r\nis very focused on AI ethics and algorithmic integrity, and\r\n\r\n45\r\n00:02:48,440 --&gt; 00:02:50,980\r\nto be able to deliver some of this AI at\r\n\r\n46\r\n00:02:50,980 --&gt; 00:02:55,030\r\nscale. So we have the ability to optimize, orchestrate and\r\n\r\n47\r\n00:02:55,030 --&gt; 00:02:58,720\r\nreally automate many of these processes. For those of you\r\n\r\n48\r\n00:02:58,720 --&gt; 00:03:02,120\r\nthat are Genesys customers today, that our Genesys Cloud, our\r\n\r\n49\r\n00:03:02,120 --&gt; 00:03:06,470\r\nGenesys Multicloud CX and our PureCloud platforms are all 100% secured to\r\n\r\n50\r\n00:03:06,470 --&gt; 00:03:07,040\r\nthe core.<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"AppFoundry,Improve customer experience,Genesys Cloud,genesys cloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/how-voice-technology-changes-the-customer-experience?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">AppFoundry Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">How voice technology changes the customer experience<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nAppFoundry Webinar\r\n\r\nHow voice technology changes the customer experience\r\n[cutoff co_thick=\"2px\"]DECEMBER 1 AT 8:00 AM PT\r\n\r\nVoice technology is transforming the customer experience in the contact center for the better.\r\n\r\nGone are the days when voice wasn\u2019t 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.\r\n\r\nIn this webinar, Piet Knight from Speechmatics explains how voice technology is the future of enhanced customer experiences \u2014 and why you should look to integrate voice technology into your workflow today.[mktoform form_type=\"hot\" cta_header=\"REGISTER NOW\" cta_button=\"Register today!\" form_reach=\"noreach\" cms_hold=\"RG\" cid_id=\"7011T000001kxvmQAA\"]\r\nMeet the Speaker\r\n\r\nPieter Knight\r\nSenior Executive\r\nSpeechmatics\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Webinar Bytes\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/webinar-bytes-five-successful-habits-of-a-cx-hero?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Webinar Bytes<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">[Webinar Bytes] Five successful habits of a CX Hero<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nWebinar Bytes\r\n\r\nFive successful habits of a CX Hero\r\n[cutoff co_thick=\"2px\"]We\u2019ve taken one of our webinars and broken it down in to smaller video segments.\u00a0 Check out some of the most important parts of the webinar below.\u00a0 Then watch the full video by clicking the link below.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Parity is a challenge in business. When competing brands can\u2019t create true differentiation, they struggle to stand out in customers\u2019 minds. And in the telecom business \u2014 where the products vary little \u2014 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 \u2013 and it\u2019s not with product, but with service\u2026 customer service.\u00a0 That\u2019s a philosophy that is practiced company-wide and encouraged by giving all customer service representatives the power to be creative and do what\u2019s necessary to solve problems.\r\n\r\nThe 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 \u2014 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.\r\n\r\nWatch the full webinar by clicking this\u00a0link.[cutoff co_thick=\"2px\"]\r\nMeet the Speakers\r\n\r\nKatarina Cervell\r\nKultur Coach\r\nAB Sappa, Sweden\r\n\r\nJacob Daln\u00e4s\r\nSales Representative\r\nAB Sappa, Sweden\r\n\r\nJohn Munyan\r\nVice President, Brand Messaging\r\nGenesys\r\n[cutoff co_thick=\"2px\"]1\r\n00:00:00,000 --&gt; 00:00:02,689\r\nThe first habit is establishing a set of skills that\r\n\r\n2\r\n00:00:02,689 --&gt; 00:00:05,210\r\nevery agent should have. And as you see on this slide\r\n\r\n3\r\n00:00:05,210 --&gt; 00:00:08,360\r\nhere, we have listed 10 skills that we at Genesys\r\n\r\n4\r\n00:00:08,360 --&gt; 00:00:11,460\r\nfeel are really important skills. These are certainly not every\r\n\r\n5\r\n00:00:11,460 --&gt; 00:00:16,230\r\nskill, but this is a really good, basic set of\r\n\r\n6\r\n00:00:16,230 --&gt; 00:00:19,160\r\nskills that we think are important. So, as you have a\r\n\r\n7\r\n00:00:19,160 --&gt; 00:00:23,530\r\nchance to look at this Katarina from your point of\r\n\r\n8\r\n00:00:23,530 --&gt; 00:00:26,860\r\nview, which two of these skills do you think are\r\n\r\n9\r\n00:00:26,860 --&gt; 00:00:30,860\r\nthe most important to providing good customer service? Or if\r\n\r\n10\r\n00:00:30,860 --&gt; 00:00:32,469\r\nyou see a skill that's not on here, is there\r\n\r\n11\r\n00:00:32,469 --&gt; 00:00:37,000\r\nsomething that's missing here that you think is an important skill? Yeah,\r\n\r\n12\r\n00:00:37,000 --&gt; 00:00:41,530\r\nI would like to choose all of them, but I\r\n\r\n13\r\n00:00:41,530 --&gt; 00:00:45,510\r\nwould like to keep it to a smaller[ inaudible 00:\r\n\r\n14\r\n00:00:45,520 --&gt; 00:00:49,180\r\n02: 55]. In order to reach our vision, that is\r\n\r\n15\r\n00:00:49,180 --&gt; 00:00:52,730\r\nto be the most customer- friendly company, I think that\r\n\r\n16\r\n00:00:52,730 --&gt; 00:00:57,150\r\nit's very important that advisors like Jacob is a good\r\n\r\n17\r\n00:00:57,150 --&gt; 00:01:03,290\r\nlistener to the customer and also to be assertiveness to\r\n\r\n18\r\n00:01:03,290 --&gt; 00:01:09,150\r\nthe customer's needs and also get on the same level\r\n\r\n19\r\n00:01:09,210 --&gt; 00:01:12,780\r\nas the customer. So, that's very important, but I think\r\n\r\n20\r\n00:01:12,780 --&gt; 00:01:16,380\r\nthe most important thing for us is that our advisors\r\n\r\n21\r\n00:01:16,380 --&gt; 00:01:22,180\r\nare genuine and themselves because that's creates a relation with\r\n\r\n22\r\n00:01:22,180 --&gt; 00:01:27,260\r\nthe customer and that's very, very important for us. Yeah.\r\n\r\n23\r\n00:01:27,260 --&gt; 00:01:29,810\r\nThat makes a lot of sense. That authentic bond with\r\n\r\n24\r\n00:01:29,810 --&gt; 00:01:32,490\r\na customer that lets them know that you're truly listening\r\n\r\n25\r\n00:01:32,490 --&gt; 00:01:34,950\r\nto them and you truly understand where they're coming from.\r\n\r\n26\r\n00:01:36,920 --&gt; 00:01:40,430\r\nYeah. Yeah. Jacob, what about you? You are talking to\r\n\r\n27\r\n00:01:40,430 --&gt; 00:01:44,360\r\ncustomers all the time. Looking at this list here, which\r\n\r\n28\r\n00:01:44,360 --&gt; 00:01:50,230\r\ntwo skills are most important? I think I put the\r\n\r\n29\r\n00:01:50,230 --&gt; 00:01:53,590\r\ntwo of them together as one actually, and it's listening\r\n\r\n30\r\n00:01:53,590 --&gt; 00:01:57,150\r\nand attentiveness. I put this one because I think they\r\n\r\n31\r\n00:01:57,150 --&gt; 00:02:00,950\r\ngo kind of hand in hand. I think it's very\r\n\r\n32\r\n00:02:00,950 --&gt; 00:02:05,530\r\nimportant to listen and to also pay attention because then\r\n\r\n33\r\n00:02:05,530 --&gt; 00:02:08,690\r\nyou can pick up the things that the customer is\r\n\r\n34\r\n00:02:09,020 --&gt; 00:02:14,070\r\nmaybe not telling you because, in my experience, they don't\r\n\r\n35\r\n00:02:14,070 --&gt; 00:02:18,460\r\ngive their every need at once when they call you\r\n\r\n36\r\n00:02:18,460 --&gt; 00:02:21,110\r\nbecause they might be nervous or they have waited for\r\n\r\n37\r\n00:02:21,120 --&gt; 00:02:25,639\r\na long time. So, it's about reading the signals and\r\n\r\n38\r\n00:02:25,650 --&gt; 00:02:29,480\r\njust listening and paying attention to what they say. And\r\n\r\n39\r\n00:02:29,480 --&gt; 00:02:33,420\r\nthen you can find many more needs than the one\r\n\r\n40\r\n00:02:33,510 --&gt; 00:02:38,100\r\nrecent, that they are calling you. And after that, it's\r\n\r\n41\r\n00:02:38,410 --&gt; 00:02:43,760\r\nresourcefulness that I took because when you listen and you\r\n\r\n42\r\n00:02:44,389 --&gt; 00:02:47,520\r\nfind all the things that the customer needs, then you\r\n\r\n43\r\n00:02:47,520 --&gt; 00:02:51,430\r\nalso need to be creative to solve the issue. Because\r\n\r\n44\r\n00:02:51,660 --&gt; 00:02:55,320\r\nmany times it's might not be our services that is\r\n\r\n45\r\n00:02:55,500 --&gt; 00:02:59,460\r\nthe best solution for the customer. It might be something\r\n\r\n46\r\n00:02:59,460 --&gt; 00:03:01,970\r\nelse. So, you will have to be creative and see\r\n\r\n47\r\n00:03:03,740 --&gt; 00:03:08,120\r\nin what way you can help the customer. And I\r\n\r\n48\r\n00:03:08,120 --&gt; 00:03:12,579\r\nalso want to agree with Katarina on being on the\r\n\r\n49\r\n00:03:12,579 --&gt; 00:03:16,170\r\nsame level as the customer is important like you speak\r\n\r\n50\r\n00:03:16,170 --&gt; 00:03:19,850\r\nthe same language. And so you kind of have to\r\n\r\n51\r\n00:03:19,850 --&gt; 00:03:25,720\r\nbe like a chameleon. You have to adapt to who you\r\n\r\n52\r\n00:03:25,720 --&gt; 00:03:29,310\r\ntalk to and speak their language. So they understand you\r\n\r\n53\r\n00:03:29,310 --&gt; 00:03:32,210\r\nand that you feel a special connection with them. And\r\n\r\n54\r\n00:03:32,210 --&gt; 00:03:35,240\r\nof course, it has to be genuine also. I think\r\n\r\n55\r\n00:03:35,240 --&gt; 00:03:38,430\r\nyou can tell very clearly when someone is reading from\r\n\r\n56\r\n00:03:38,430 --&gt; 00:03:41,560\r\na script or they have been trained to say certain\r\n\r\n57\r\n00:03:41,560 --&gt; 00:03:42,070\r\nthings.<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Webinar Bytes,Genesys Cloud,genesys cloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/webinar-bytes-genesys-zoom-seamless-cloud-communications-for-great-customer-experiences?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Webinar Bytes<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">[Webinar Bytes] Genesys + Zoom: Seamless cloud communications for great customer experiences<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nWebinar Bytes\r\n\r\nGenesys + Zoom: Seamless cloud communications for great customer experiences\r\n[cutoff co_thick=\"2px\"]We\u2019ve taken one of our webinars and broken it down in to smaller video segments.\u00a0 Check out some of the most important parts of the webinar below.\u00a0 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.\r\n\r\nWith 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\u202fthat ensures they have the details they need, know who to reach and when they\u2019re available to deliver exceptional customer experiences.\r\n\r\nWatch the full webinar by clicking this\u00a0link.[cutoff co_thick=\"2px\"]\r\nMeet the Speakers\r\n\r\nNiel Levonius\r\nProduct Marketing Lead\r\nZoom\r\n\r\nRandy Carter\r\nSenior Director, Product Marketing\r\nGenesys\r\n\r\nJeff Wise\r\nVice President, Strategic Alliances\r\nGenesys\r\n[cutoff co_thick=\"2px\"]1\r\n00:00:00,000 --&gt; 00:00:03,150\r\nNow a little bit about Genesys. We have been around\r\n\r\n2\r\n00:00:03,150 --&gt; 00:00:06,910\r\na long time. We're really uniquely positioned in this industry because\r\n\r\n3\r\n00:00:07,710 --&gt; 00:00:11,900\r\nnow, when it becomes uniquely valuable, is that we're really\r\n\r\n4\r\n00:00:11,900 --&gt; 00:00:15,360\r\na company that believes in self disruption and we've led\r\n\r\n5\r\n00:00:15,360 --&gt; 00:00:19,260\r\ncontinuous change after continuous change. And today is actually going\r\n\r\n6\r\n00:00:19,260 --&gt; 00:00:23,590\r\nto be no different. We started before cloud even existed,\r\n\r\n7\r\n00:00:24,020 --&gt; 00:00:27,560\r\nbut today we're a global cloud company and we're going\r\n\r\n8\r\n00:00:27,560 --&gt; 00:00:31,050\r\nto talk about what that means as well. We've pioneered omni-\r\n\r\n9\r\n00:00:31,050 --&gt; 00:00:36,420\r\nchannel multi- channel customer engagement because customers keep changing and\r\n\r\n10\r\n00:00:36,420 --&gt; 00:00:39,790\r\nmore importantly, they are changing how they want to engage.\r\n\r\n11\r\n00:00:40,230 --&gt; 00:00:45,390\r\nSo today now we power our customer's experiences with AI\r\n\r\n12\r\n00:00:45,600 --&gt; 00:00:50,100\r\nfueled by data, across multiple sources, using an agile cloud\r\n\r\n13\r\n00:00:50,100 --&gt; 00:00:54,340\r\nculture. And Genesys is really creating the one of the\r\n\r\n14\r\n00:00:54,340 --&gt; 00:00:58,100\r\nmost scalable cloud- based customer experience platforms in the industry.\r\n\r\n15\r\n00:00:58,750 --&gt; 00:01:01,680\r\nBut at the end of the day, it's the moment\r\n\r\n16\r\n00:01:01,680 --&gt; 00:01:05,610\r\nof truth that really matters. And, it's when that customer connects\r\n\r\n17\r\n00:01:06,120 --&gt; 00:01:10,770\r\nand they need help and we help our customers with\r\n\r\n18\r\n00:01:10,850 --&gt; 00:01:14,790\r\nbillions of different customer interactions every year and all about\r\n\r\n19\r\n00:01:14,790 --&gt; 00:01:18,029\r\nhelping our customers connect with their customers at that moment\r\n\r\n20\r\n00:01:18,200 --&gt; 00:01:23,260\r\nof truth. And as a result of that, customers worldwide,\r\n\r\n21\r\n00:01:23,290 --&gt; 00:01:26,719\r\nlarge global brands trust us with helping them connect with\r\n\r\n22\r\n00:01:26,719 --&gt; 00:01:30,710\r\ntheir customers. So it's great to be here, Randy, thanks\r\n\r\n23\r\n00:01:30,710 --&gt; 00:01:35,440\r\nfor the opportunity to talk about Genesys and what we're doing with Zoom. All\r\n\r\n24\r\n00:01:35,440 --&gt; 00:01:38,250\r\nright. Now we're going to pivot over and talk to\r\n\r\n25\r\n00:01:38,290 --&gt; 00:01:41,670\r\nNeil. Same question. Tell us about, in a bit about\r\n\r\n26\r\n00:01:41,700 --&gt; 00:01:45,710\r\nZoom? Yeah. So thank you, Randy. It's great to be\r\n\r\n27\r\n00:01:45,710 --&gt; 00:01:48,640\r\nhere. So my name is Neil Levonius and I'm a\r\n\r\n28\r\n00:01:48,640 --&gt; 00:01:52,320\r\nproduct marketing lead for Zoom phone, our cloud phone system.\r\n\r\n29\r\n00:01:53,460 --&gt; 00:01:56,950\r\nSo, you probably know what Zoom is. I think a\r\n\r\n30\r\n00:01:56,950 --&gt; 00:01:59,750\r\nlot of people are using it now and really what\r\n\r\n31\r\n00:01:59,750 --&gt; 00:02:02,200\r\nour story is? What our vision is? Is that we\r\n\r\n32\r\n00:02:02,200 --&gt; 00:02:06,080\r\nare creating a platform that enables video communications to empower\r\n\r\n33\r\n00:02:06,080 --&gt; 00:02:10,490\r\npeople, to accomplish anything they want to be and to\r\n\r\n34\r\n00:02:10,490 --&gt; 00:02:13,510\r\nbe always connected. And so when you think about the\r\n\r\n35\r\n00:02:13,510 --&gt; 00:02:17,600\r\nway we communicate today, it's radically changed. We have over\r\n\r\n36\r\n00:02:17,620 --&gt; 00:02:22,200\r\n300 million daily active meeting participants using the Zoom platform\r\n\r\n37\r\n00:02:22,200 --&gt; 00:02:25,640\r\nevery day, and they're not just using it for video.\r\n\r\n38\r\n00:02:25,840 --&gt; 00:02:29,620\r\nWe created this platform that does video. It does chat,\r\n\r\n39\r\n00:02:29,670 --&gt; 00:02:34,779\r\nit does phone calls, it supports conference rooms, large webinars\r\n\r\n40\r\n00:02:34,779 --&gt; 00:02:37,529\r\nlike we're doing right now and all of these different\r\n\r\n41\r\n00:02:37,529 --&gt; 00:02:40,330\r\nthings. And the reason why this has come about is\r\n\r\n42\r\n00:02:40,330 --&gt; 00:02:45,930\r\nbecause people need flexibility. They're working from everywhere. They're working\r\n\r\n43\r\n00:02:45,930 --&gt; 00:02:48,400\r\non all of these different devices and they want a\r\n\r\n44\r\n00:02:48,400 --&gt; 00:02:52,390\r\nconsistent user experience across everything. So when I think about\r\n\r\n45\r\n00:02:52,390 --&gt; 00:02:54,529\r\nmy 14 year old daughter, she's going to be a\r\n\r\n46\r\n00:02:54,529 --&gt; 00:02:57,800\r\nsophomore in high school this year. And if I give\r\n\r\n47\r\n00:02:57,800 --&gt; 00:02:59,700\r\nher a phone call. If I call her on the\r\n\r\n48\r\n00:02:59,700 --&gt; 00:03:01,980\r\nphone like this, it freaks her out. She doesn't know\r\n\r\n49\r\n00:03:01,980 --&gt; 00:03:03,700\r\nwhat that is. She's not going to put a phone\r\n\r\n50\r\n00:03:03,700 --&gt; 00:03:06,910\r\nup to her ear because that's so strange. But if\r\n\r\n51\r\n00:03:06,910 --&gt; 00:03:09,910\r\nI send her a text message, she responds right away.\r\n\r\n52\r\n00:03:09,910 --&gt; 00:03:12,580\r\nCause she's very happy using text. And then if she\r\n\r\n53\r\n00:03:12,580 --&gt; 00:03:14,370\r\nwants to get ahold of me in real time, what\r\n\r\n54\r\n00:03:14,370 --&gt; 00:03:17,850\r\ndoes she do? She FaceTimes me. She sends Zoom because\r\n\r\n55\r\n00:03:17,969 --&gt; 00:03:21,310\r\npeople are shifting, the culture is shifting to being very\r\n\r\n56\r\n00:03:21,310 --&gt; 00:03:24,590\r\ncomfortable with video. Now that doesn't discount any of the\r\n\r\n57\r\n00:03:24,590 --&gt; 00:03:28,040\r\nother modalities, then that's why you need a platform that\r\n\r\n58\r\n00:03:28,040 --&gt; 00:03:30,730\r\ncan support all of them. Voice is still very important.\r\n\r\n59\r\n00:03:30,760 --&gt; 00:03:32,830\r\nIt ends up being the lowest common denominator and how\r\n\r\n60\r\n00:03:32,830 --&gt; 00:03:35,830\r\nwe communicate because it's a ubiquitous platform that can be\r\n\r\n61\r\n00:03:35,830 --&gt; 00:03:38,530\r\nfound everywhere, but then people are very comfortable with chat,\r\n\r\n62\r\n00:03:38,600 --&gt; 00:03:41,670\r\nSMS and then video, when you want to have that\r\n\r\n63\r\n00:03:41,670 --&gt; 00:03:45,060\r\nmore personal touch. So that's what the Zoom platform has\r\n\r\n64\r\n00:03:45,060 --&gt; 00:03:48,390\r\nreally been designed for. And then partnering with companies like\r\n\r\n65\r\n00:03:48,410 --&gt; 00:03:52,510\r\nGenesys to bring our capabilities together, to provide this really\r\n\r\n66\r\n00:03:52,510 --&gt; 00:03:55,840\r\nbest of breed solution is very exciting.<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Demo,Genesys AI\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/take-control-of-digital-channels-with-predictive-engagement?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Demo Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Take control of digital channels with predictive engagement<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nExclusive live demo webinar\r\n\r\nTake control of digital channels with predictive engagement\r\n[cutoff co_thick=\"2px\"][webinarschedule]Website traffic is on the rise. So, prioritizing, engaging and personalizing every customer experience can be tricky.\r\n\r\nThe 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.\r\n\r\nIn this live demo webinar, you\u2019ll see how predictive capabilities give you the data needed to tailor customer experiences and drive results. The solution allows you to:\r\n\r\n \tUnderstand your customers\r\n \tIdentify what your customers need to route to the best resources\r\n \tKnow when to engage customers during their journeys on the most effective channel\r\n\r\n[mktoform form_type=\"hot\" cta_header=\"REGISTER NOW\" cta_button=\"Register Now!\" cms_hold=\"RG\" cid_id=\"7011T000001kxqXQAQ\"]\r\nMeet the Speakers\r\n\r\nRichard McCrossan\r\nDigital AI Sales Lead\r\nGenesys\r\n\r\nJoe Ciuffo\r\nDirector, Product Marketing\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Demo,Genesys Cloud,genesys cloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/integrate-microsoft-teams-with-genesys-cloud?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Demo Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Integrate Microsoft Teams with Genesys Cloud<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nDemo Webinar\r\n\r\nIntegrate Microsoft Teams with Genesys Cloud\r\n\r\nSimplify communication and collaboration for great customer experiences\r\n[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.\r\n\r\nThe Genesys CloudTM integration with Microsoft Teams lets employees collaborate and empowers them to deliver great customer experiences \u2014 from anywhere.\r\n\r\nIn this on-demand demo, you\u2019ll learn how a single collaboration interface can:\r\n\r\n \tBoost agent productivity\r\n \tImprove first-contact resolution\r\n \tDrive personalized experiences\r\n \tBuild customer loyalty\r\n\r\nWe\u2019ll 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.[cutoff co_thick=\"2px\"]1\r\n00:00:08,950 --&gt; 00:00:12,350\r\nGood morning, evening, and afternoon, everyone. My name is Josh\r\n\r\n2\r\n00:00:12,350 --&gt; 00:00:14,700\r\nReed from the Digital Events team here at Genesys. And\r\n\r\n3\r\n00:00:14,700 --&gt; 00:00:16,570\r\nlet me start by saying welcome, and thank you all\r\n\r\n4\r\n00:00:16,570 --&gt; 00:00:20,790\r\nfor joining today's webcast, Integrate Microsoft Teams with Genesys Cloud.\r\n\r\n5\r\n00:00:21,900 --&gt; 00:00:23,700\r\nAs we always do, I'm going to take a few\r\n\r\n6\r\n00:00:23,700 --&gt; 00:00:25,650\r\nminutes here in the beginning to review a couple of\r\n\r\n7\r\n00:00:25,650 --&gt; 00:00:27,880\r\nhousekeeping items, just to make sure that you have the\r\n\r\n8\r\n00:00:27,880 --&gt; 00:00:31,640\r\nbest experience viewing today's presentation. So first off, if you\r\n\r\n9\r\n00:00:31,640 --&gt; 00:00:35,140\r\ndo experience any problems viewing or listening to today's webcast,\r\n\r\n10\r\n00:00:35,280 --&gt; 00:00:37,780\r\ntry refreshing your browser and making sure that it is\r\n\r\n11\r\n00:00:37,780 --&gt; 00:00:40,630\r\nindeed up to date to support HTML five. It might\r\n\r\n12\r\n00:00:40,630 --&gt; 00:00:42,720\r\nalso help to switch over to something like Chrome or\r\n\r\n13\r\n00:00:42,720 --&gt; 00:00:45,240\r\nFirefox as well, as these are the best browsers that\r\n\r\n14\r\n00:00:45,240 --&gt; 00:00:49,170\r\nsupport the webcast platform. Also, throughout the presentation, if you're\r\n\r\n15\r\n00:00:49,170 --&gt; 00:00:51,180\r\nhaving trouble seeing any of the content on the slides\r\n\r\n16\r\n00:00:51,180 --&gt; 00:00:54,300\r\nor the videos, you can enlarge your screen by dragging\r\n\r\n17\r\n00:00:54,300 --&gt; 00:00:58,310\r\nany of the corners of those windows. Also note that\r\n\r\n18\r\n00:00:58,310 --&gt; 00:01:00,810\r\nthis is designed to be an interactive experience between you\r\n\r\n19\r\n00:01:00,900 --&gt; 00:01:03,240\r\nand our presenters today. So at any time during the\r\n\r\n20\r\n00:01:03,240 --&gt; 00:01:05,560\r\nwebcast, you can submit questions into the Q and A\r\n\r\n21\r\n00:01:05,560 --&gt; 00:01:09,090\r\nwindow below the video screen, and we'll answer as many\r\n\r\n22\r\n00:01:09,090 --&gt; 00:01:11,420\r\nas we can at the end of the presentation during\r\n\r\n23\r\n00:01:11,420 --&gt; 00:01:14,350\r\nour live Q and A. However, as sometimes it often\r\n\r\n24\r\n00:01:14,350 --&gt; 00:01:16,400\r\ndoes, if time gets away from us and we don't\r\n\r\n25\r\n00:01:16,400 --&gt; 00:01:19,250\r\nanswer your question aloud during that live Q and A,\r\n\r\n26\r\n00:01:19,250 --&gt; 00:01:21,230\r\nwe'll just follow up with you within a few days\r\n\r\n27\r\n00:01:21,340 --&gt; 00:01:26,180\r\nvia email. And also note this is indeed being recorded,\r\n\r\n28\r\n00:01:26,180 --&gt; 00:01:28,970\r\nso if you miss anything throughout today's live session, you\r\n\r\n29\r\n00:01:28,970 --&gt; 00:01:31,110\r\nwill receive a link to the on demand recording via\r\n\r\n30\r\n00:01:31,110 --&gt; 00:01:34,030\r\nemail from On 24 within the next few days, so\r\n\r\n31\r\n00:01:34,030 --&gt; 00:01:38,090\r\njust be on the lookout for that. Also, anytime during\r\n\r\n32\r\n00:01:38,090 --&gt; 00:01:40,650\r\ntoday's webcast, feel free to check out the resource box\r\n\r\n33\r\n00:01:40,650 --&gt; 00:01:43,790\r\nbelow the video screen next to the Q and A window.\r\n\r\n34\r\n00:01:44,020 --&gt; 00:01:46,360\r\nClicking through won't take you away. It'll just open up\r\n\r\n35\r\n00:01:46,360 --&gt; 00:01:48,490\r\nin a new tab in your browser, but these resources\r\n\r\n36\r\n00:01:48,510 --&gt; 00:01:51,460\r\nexpand on today's topic of the integration between Microsoft Teams\r\n\r\n37\r\n00:01:51,460 --&gt; 00:01:55,840\r\nand Genesys Cloud. And lastly, we welcome and appreciate your\r\n\r\n38\r\n00:01:55,840 --&gt; 00:01:58,950\r\nfeedback. We tailor all of these presentations to exactly what\r\n\r\n39\r\n00:01:58,950 --&gt; 00:02:01,910\r\nyou the attendees want to learn more about, so feel\r\n\r\n40\r\n00:02:01,910 --&gt; 00:02:05,170\r\nfree to check out the survey icon below, or it'll\r\n\r\n41\r\n00:02:05,170 --&gt; 00:02:07,010\r\nshow up automatically at the end, but we'd love to\r\n\r\n42\r\n00:02:07,010 --&gt; 00:02:08,960\r\ncollect that feedback so that we can make sure that\r\n\r\n43\r\n00:02:08,960 --&gt; 00:02:11,470\r\nthese presentations in the future are exactly what you want\r\n\r\n44\r\n00:02:11,470 --&gt; 00:02:15,470\r\nto learn more. And like I said, short and sweet.\r\n\r\n45\r\n00:02:15,840 --&gt; 00:02:19,120\r\nSo today we have three excellent presenters excited to discuss\r\n\r\n46\r\n00:02:19,120 --&gt; 00:02:22,110\r\nthe Genesys Cloud integration with Microsoft Teams, and how it\r\n\r\n47\r\n00:02:22,110 --&gt; 00:02:25,420\r\nallows and empowers employees to collaborate and deliver great customer\r\n\r\n48\r\n00:02:25,420 --&gt; 00:02:30,630\r\nexperiences from anywhere. So from Microsoft 365 Ecosystems, we have\r\n\r\n49\r\n00:02:30,630 --&gt; 00:02:35,570\r\nthe director here, Mike Ammerlaan. We also have from Genesys,\r\n\r\n50\r\n00:02:35,570 --&gt; 00:02:39,170\r\nChris Conley, the vice president of the Genesys products marketing,\r\n\r\n51\r\n00:02:39,540 --&gt; 00:02:42,440\r\nas well as Trey Buck, the senior product manager of\r\n\r\n52\r\n00:02:42,440 --&gt; 00:02:45,120\r\nGenesys Cloud. So without further adieu, I'm actually going to\r\n\r\n53\r\n00:02:45,120 --&gt; 00:02:47,570\r\nhand things off to our first presenter today. We have\r\n\r\n54\r\n00:02:47,570 --&gt; 00:02:49,610\r\nChris Conley. Chris, why don't you take it away, buddy?\r\n\r\n55\r\n00:02:50,780 --&gt; 00:02:54,160\r\nWonderful. Thanks, Josh, and welcome to the speakers here as well.\r\n\r\n56\r\n00:02:54,520 --&gt; 00:02:57,740\r\nBut as Josh said, we want this to be interactive.\r\n\r\n57\r\n00:02:57,740 --&gt; 00:03:00,320\r\nSo I've got a couple of questions upfront that we're\r\n\r\n58\r\n00:03:00,320 --&gt; 00:03:02,420\r\ngoing to ask you. And the reason we're going to\r\n\r\n59\r\n00:03:02,420 --&gt; 00:03:04,730\r\nask these questions, and we want to make sure that we're talking at\r\n\r\n60\r\n00:03:04,730 --&gt; 00:03:08,400\r\nthe right level for you, the audience. So my first\r\n\r\n61\r\n00:03:08,400 --&gt; 00:03:13,120\r\nquestion here is what represents, or best represents your plans\r\n\r\n62\r\n00:03:13,150 --&gt; 00:03:17,760\r\nregarding Genesys Cloud. Are you considering it? Are you actively\r\n\r\n63\r\n00:03:17,760 --&gt; 00:03:21,820\r\nresearching? Or maybe you're testing it. You've already implemented it, and you just want\r\n\r\n64\r\n00:03:22,290 --&gt; 00:03:24,050\r\nto know how to improve upon it and get with\r\n\r\n65\r\n00:03:24,050 --&gt; 00:03:27,490\r\nMicrosoft Teams. Or you're just not considering it yet. All\r\n\r\n66\r\n00:03:27,490 --&gt; 00:03:30,580\r\nof them are valid options. I would love to know\r\n\r\n67\r\n00:03:30,660 --&gt; 00:03:34,560\r\nyour answer so that we can really talk about Genesys\r\n\r\n68\r\n00:03:34,560 --&gt; 00:03:37,300\r\nCloud, more or less just depending on where you are.\r\n\r\n69\r\n00:03:37,580 --&gt; 00:03:39,050\r\nGoing to leave that poll open for a few more\r\n\r\n70\r\n00:03:39,050 --&gt; 00:03:41,180\r\nseconds, and then I'm going to take it back and\r\n\r\n71\r\n00:03:41,180 --&gt; 00:03:45,480\r\nshow you what that is. Okay. Well, here we go.\r\n\r\n72\r\n00:03:45,550 --&gt; 00:03:49,090\r\nWe're considering, not yet considering, or already implemented, so we've got\r\n\r\n73\r\n00:03:49,140 --&gt; 00:03:53,010\r\na nice balance. Glad to see a lot of customers\r\n\r\n74\r\n00:03:53,010 --&gt; 00:03:55,410\r\nthat are already using Genesys Cloud, and this is going\r\n\r\n75\r\n00:03:55,410 --&gt; 00:03:58,250\r\nto be some exciting stuff for you. I've got the same\r\n\r\n76\r\n00:03:58,250 --&gt; 00:04:02,790\r\nquestion, but for Microsoft Teams. Is this something that you're using\r\n\r\n77\r\n00:04:02,790 --&gt; 00:04:06,310\r\ntoday? Or are you considering it? Maybe you're using a\r\n\r\n78\r\n00:04:06,310 --&gt; 00:04:09,020\r\ndifferent tool. Are you actively researching what's best fit for\r\n\r\n79\r\n00:04:09,020 --&gt; 00:04:13,280\r\nyour business? Have you already implemented? And I'm talking out\r\n\r\n80\r\n00:04:13,390 --&gt; 00:04:17,620\r\nthe wazoo, or is it just not in your consideration\r\n\r\n81\r\n00:04:17,620 --&gt; 00:04:20,030\r\nlist right now? So let me give that a few\r\n\r\n82\r\n00:04:20,030 --&gt; 00:04:23,780\r\nmore seconds, and you can hit the buttons on screen.\r\n\r\n83\r\n00:04:24,760 --&gt; 00:04:30,010\r\nFive, four, three, two, one. Already implementing, look at that.\r\n\r\n84\r\n00:04:30,010 --&gt; 00:04:32,780\r\nThat is pretty clear you are already using Microsoft teams,\r\n\r\n85\r\n00:04:32,780 --&gt; 00:04:36,760\r\nwhich is pretty... That's great. So that's really good news\r\n\r\n86\r\n00:04:36,760 --&gt; 00:04:39,680\r\nfor Mike, who's going to be able to set the pace.\r\n\r\n87\r\n00:04:39,680 --&gt; 00:04:42,300\r\nSo let me tell you a little bit about Genesys,\r\n\r\n88\r\n00:04:42,670 --&gt; 00:04:45,540\r\nconsidering there's maybe a few folks out there that maybe\r\n\r\n89\r\n00:04:45,540 --&gt; 00:04:48,270\r\ndon't know what we do. And really, when I talk about\r\n\r\n90\r\n00:04:48,270 --&gt; 00:04:52,660\r\nGenesys, it's really from startups to large enterprises. Organizations around\r\n\r\n91\r\n00:04:52,660 --&gt; 00:04:55,970\r\nthe world have been using Genesys to connect their employees, their\r\n\r\n92\r\n00:04:56,070 --&gt; 00:04:59,420\r\ncustomers, their prospects together. We've got a pretty innovative vision\r\n\r\n93\r\n00:04:59,770 --&gt; 00:05:02,640\r\nand we've got the proven ability to deliver results, and\r\n\r\n94\r\n00:05:02,640 --&gt; 00:05:05,380\r\nthat's held in not just in our great customers, but\r\n\r\n95\r\n00:05:05,380 --&gt; 00:05:08,120\r\nalso the analysts. We've been around for a little while\r\n\r\n96\r\n00:05:08,120 --&gt; 00:05:12,030\r\nas well, so this year marks our 30th year in sys leadership, and\r\n\r\n97\r\n00:05:12,030 --&gt; 00:05:15,030\r\nthat's really important because we've seen it all, and we've\r\n\r\n98\r\n00:05:15,030 --&gt; 00:05:20,980\r\ncreated new experiences, with you as customers. Our 5, 000 staff globally\r\n\r\n99\r\n00:05:20,990 --&gt; 00:05:24,370\r\nare really helping customers like you build something great. And\r\n\r\n100\r\n00:05:25,060 --&gt; 00:05:27,720\r\nthat's what we love about Genesys. But it's not just\r\n\r\n101\r\n00:05:27,720 --&gt; 00:05:30,290\r\nGenesys, where we don't just do this alone, we do this\r\n\r\n102\r\n00:05:30,290 --&gt; 00:05:33,670\r\nwith great customers and great partners, and one of those\r\n\r\n103\r\n00:05:33,670 --&gt; 00:05:38,410\r\npartners is Microsoft. And Microsoft is a long term partner\r\n\r\n104\r\n00:05:38,410 --&gt; 00:05:43,460\r\nfor Genesys. We also count Microsoft as a fantastic customer.\r\n\r\n105\r\n00:05:44,480 --&gt; 00:05:48,600\r\nThey use Genesys technology to deliver their mission critical customer\r\n\r\n106\r\n00:05:48,600 --&gt; 00:05:53,680\r\nexperiences, so if you're talking to a Microsoft rep, chances\r\n\r\n107\r\n00:05:53,680 --&gt; 00:05:56,760\r\nare you're using Genesys technology under the hood. And along\r\n\r\n108\r\n00:05:56,760 --&gt; 00:05:59,970\r\nwith some of the great brands around the world that\r\n\r\n109\r\n00:05:59,970 --&gt; 00:06:02,990\r\nwe all share in this big blue marble that we\r\n\r\n110\r\n00:06:02,990 --&gt; 00:06:06,560\r\nhave, no matter what size you are or complexity or\r\n\r\n111\r\n00:06:06,560 --&gt; 00:06:10,500\r\ntrajectory, Genesys has the right solution that can fit your\r\n\r\n112\r\n00:06:10,500 --&gt; 00:06:14,830\r\nneeds. Whether it's highly sophisticated customer service, or something that\r\n\r\n113\r\n00:06:14,830 --&gt; 00:06:18,270\r\nis really impressive and different, we would love to work\r\n\r\n114\r\n00:06:18,270 --&gt; 00:06:21,270\r\nwith you on those things. No matter if it's on\r\n\r\n115\r\n00:06:21,270 --&gt; 00:06:24,190\r\npremise or in the cloud, there is something here for\r\n\r\n116\r\n00:06:24,190 --&gt; 00:06:28,160\r\nyou. Now if I talk about Microsoft a little bit,\r\n\r\n117\r\n00:06:28,570 --&gt; 00:06:32,460\r\nwe've got a very long- running relationship with Microsoft. This\r\n\r\n118\r\n00:06:32,460 --&gt; 00:06:36,220\r\npartnership has extended through many integrations over the years, and\r\n\r\n119\r\n00:06:36,220 --&gt; 00:06:39,020\r\na lot more yet to come, and really beyond simple\r\n\r\n120\r\n00:06:39,090 --&gt; 00:06:41,870\r\nstream pop, we've had an integration stretching back all the\r\n\r\n121\r\n00:06:41,870 --&gt; 00:06:46,050\r\nway to Microsoft Communicator. And some of that Microsoft technology\r\n\r\n122\r\n00:06:46,050 --&gt; 00:06:48,750\r\nhas evolved over the years, and we've really kept pace\r\n\r\n123\r\n00:06:48,750 --&gt; 00:06:51,410\r\nwith it to deliver new use cases as we go.\r\n\r\n124\r\n00:06:52,570 --&gt; 00:06:54,980\r\nThere is a lot more to come, so please stop\r\n\r\n125\r\n00:06:54,980 --&gt; 00:06:58,380\r\nby regularly at Genesys. com. You're going to see a\r\n\r\n126\r\n00:06:58,380 --&gt; 00:07:03,390\r\nton more integrations in the Microsoft ecosystem that have already been\r\n\r\n127\r\n00:07:03,390 --&gt; 00:07:07,920\r\ndelivered or are coming shortly. And with that, I'd like\r\n\r\n128\r\n00:07:07,920 --&gt; 00:07:09,980\r\nto introduce Mike. He's going to tell you a little\r\n\r\n129\r\n00:07:10,110 --&gt; 00:07:13,250\r\nbit about a problem space, why this is important, what\r\n\r\n130\r\n00:07:13,250 --&gt; 00:07:16,160\r\nwe're doing with Teams, and how this is going to connect all\r\n\r\n131\r\n00:07:16,160 --&gt; 00:07:20,270\r\ntogether. Yeah, so great to see so many of you\r\n\r\n132\r\n00:07:20,310 --&gt; 00:07:24,450\r\nusing Microsoft Teams. Thanks, Chris, for the introduction. Yeah, for\r\n\r\n133\r\n00:07:24,450 --&gt; 00:07:26,870\r\nthose of you who are familiar, Microsoft Teams is kind\r\n\r\n134\r\n00:07:26,870 --&gt; 00:07:29,760\r\nof the latest generation of communication tools that are a\r\n\r\n135\r\n00:07:29,760 --&gt; 00:07:34,560\r\npart of Microsoft 365. Starting from a lineage of Microsoft\r\n\r\n136\r\n00:07:34,560 --&gt; 00:07:39,490\r\nCommunicator, probably about 13, 14 years ago. Microsoft Teams is\r\n\r\n137\r\n00:07:39,490 --&gt; 00:07:42,180\r\nthe latest iteration and really it's kind of designed to\r\n\r\n138\r\n00:07:42,180 --&gt; 00:07:45,330\r\nbe this one stop shop, this tool that integrates all\r\n\r\n139\r\n00:07:45,330 --&gt; 00:07:49,460\r\ndifferent communication modalities into one place, coupled with a number\r\n\r\n140\r\n00:07:49,460 --&gt; 00:07:52,500\r\nof different apps and integrations to make those experiences better.\r\n\r\n141\r\n00:07:53,020 --&gt; 00:07:55,670\r\nI think the hallmark of Microsoft Teams is really the\r\n\r\n142\r\n00:07:55,670 --&gt; 00:07:58,840\r\nability for teams to come together in groups called teams,\r\n\r\n143\r\n00:07:59,190 --&gt; 00:08:03,160\r\nand that they can have this ability to collaborate, communicate,\r\n\r\n144\r\n00:08:03,350 --&gt; 00:08:05,880\r\nto put all their text messages in this open space\r\n\r\n145\r\n00:08:05,880 --&gt; 00:08:08,080\r\nwhere if you're a new member joining a team you\r\n\r\n146\r\n00:08:08,080 --&gt; 00:08:10,040\r\ncan come in, you can see all the communications and\r\n\r\n147\r\n00:08:10,040 --&gt; 00:08:13,650\r\nthings that have happened as part of that overall communication\r\n\r\n148\r\n00:08:13,650 --&gt; 00:08:17,050\r\nexperience like you're having. Of course, another major capability is\r\n\r\n149\r\n00:08:17,050 --&gt; 00:08:21,150\r\nmeetings, supporting audio visual meetings, the ability for people to\r\n\r\n150\r\n00:08:21,560 --&gt; 00:08:24,590\r\nget together, even supporting things like live events and the\r\n\r\n151\r\n00:08:24,590 --&gt; 00:08:27,910\r\nlike. I think the other real hallmark of Microsoft Teams\r\n\r\n152\r\n00:08:27,910 --&gt; 00:08:30,550\r\nis that we're trying to simplify work by bringing in\r\n\r\n153\r\n00:08:30,550 --&gt; 00:08:34,010\r\napplications like Excel, but then also other applications like whether\r\n\r\n154\r\n00:08:34,010 --&gt; 00:08:37,350\r\nit's Trello or other things that you can bring into\r\n\r\n155\r\n00:08:37,350 --&gt; 00:08:39,680\r\nyour team's workspaces so that you have everything at your\r\n\r\n156\r\n00:08:39,680 --&gt; 00:08:42,670\r\nfingertips, all that knowledge and all those sets of tools,\r\n\r\n157\r\n00:08:42,910 --&gt; 00:08:46,470\r\nall in one place, available for your teams to go\r\n\r\n158\r\n00:08:46,470 --&gt; 00:08:49,570\r\naccess and pull together. So really built on this philosophy\r\n\r\n159\r\n00:08:49,570 --&gt; 00:08:53,930\r\nthat communication works best when things get integrated and pulled\r\n\r\n160\r\n00:08:53,930 --&gt; 00:08:57,660\r\ntogether, which is definitely a corresponding philosophy that we have\r\n\r\n161\r\n00:08:57,660 --&gt; 00:09:01,530\r\nwith the Genesys folks as well. Now Microsoft Teams, having\r\n\r\n162\r\n00:09:01,530 --&gt; 00:09:06,300\r\nbeen introduced about four or five years ago, has established\r\n\r\n163\r\n00:09:06,300 --&gt; 00:09:10,200\r\nitself as really the fastest growing app in Microsoft productivity\r\n\r\n164\r\n00:09:10,200 --&gt; 00:09:13,760\r\napp history, seen a lot of users coming into the\r\n\r\n165\r\n00:09:13,760 --&gt; 00:09:17,130\r\nplatform. Now we just recently reported that we've got over\r\n\r\n166\r\n00:09:17,160 --&gt; 00:09:21,020\r\n115 million daily active users, so these are 115 million\r\n\r\n167\r\n00:09:21,020 --&gt; 00:09:25,130\r\nfolks coming in, maybe getting a meeting, doing some one\r\n\r\n168\r\n00:09:25,130 --&gt; 00:09:28,260\r\non one chat, going into their teams groups, coming together\r\n\r\n169\r\n00:09:28,260 --&gt; 00:09:31,740\r\nand really collaborating inside of one space. Of course, we've\r\n\r\n170\r\n00:09:31,740 --&gt; 00:09:33,980\r\nalso seen the set of meetings that folks are having\r\n\r\n171\r\n00:09:33,980 --&gt; 00:09:38,060\r\nalso grow quite considerably, over 200 million meeting participants in\r\n\r\n172\r\n00:09:38,060 --&gt; 00:09:43,180\r\njust one day, contributing about 5 million meeting minutes. So\r\n\r\n173\r\n00:09:43,740 --&gt; 00:09:46,000\r\nthere's a lot of conversations that are going on inside\r\n\r\n174\r\n00:09:46,000 --&gt; 00:09:48,730\r\nof Microsoft Teams, whether it's in that meeting, or whether\r\n\r\n175\r\n00:09:48,730 --&gt; 00:09:50,830\r\nit's something that maybe you're having through a one- on-\r\n\r\n176\r\n00:09:50,830 --&gt; 00:09:52,700\r\none chat or through a group chat and the like.\r\n\r\n177\r\n00:09:53,850 --&gt; 00:09:56,840\r\nSo that's really seen some things that are happening with\r\n\r\n178\r\n00:09:56,840 --&gt; 00:10:00,820\r\nMicrosoft Teams. Now of course, this isn't happening inside of\r\n\r\n179\r\n00:10:00,820 --&gt; 00:10:03,500\r\na vacuum. Due to the pandemic and due to the\r\n\r\n180\r\n00:10:03,500 --&gt; 00:10:07,700\r\nremote work, we are seeing more and more employees coming\r\n\r\n181\r\n00:10:07,700 --&gt; 00:10:12,730\r\ntogether, connecting from diverse environments, connecting from home. Due to\r\n\r\n182\r\n00:10:12,730 --&gt; 00:10:15,530\r\na study from Buffer. com, for example, we find that\r\n\r\n183\r\n00:10:16,180 --&gt; 00:10:19,560\r\nabout 80% of your knowledge workers are probably connecting from\r\n\r\n184\r\n00:10:19,560 --&gt; 00:10:22,070\r\ntheir home offices and those kinds of things. Of course,\r\n\r\n185\r\n00:10:22,170 --&gt; 00:10:24,080\r\nthis is because they shift back and going to change\r\n\r\n186\r\n00:10:24,520 --&gt; 00:10:27,020\r\nbut doesn't really change the reality of how we should\r\n\r\n187\r\n00:10:27,020 --&gt; 00:10:29,860\r\nthink about productivity. We're finding all kinds of things that\r\n\r\n188\r\n00:10:29,920 --&gt; 00:10:32,480\r\nwe're going to talk about, about how people are connecting,\r\n\r\n189\r\n00:10:32,480 --&gt; 00:10:34,910\r\nwhether you're a support agent, whether you're a knowledge worker,\r\n\r\n190\r\n00:10:34,910 --&gt; 00:10:36,930\r\nwhether you're an engineer on a team, in terms of\r\n\r\n191\r\n00:10:36,930 --&gt; 00:10:39,800\r\nhow that actually impacts how teams come together and how\r\n\r\n192\r\n00:10:39,800 --&gt; 00:10:43,100\r\nthey go communicate. So we've been doing a lot of\r\n\r\n193\r\n00:10:43,100 --&gt; 00:10:46,010\r\nresearch and doing a lot of things that we've been\r\n\r\n194\r\n00:10:46,050 --&gt; 00:10:48,700\r\nable to connect together from what we see amongst our\r\n\r\n195\r\n00:10:48,700 --&gt; 00:10:52,080\r\nuser base inside of Microsoft Teams. I guess the first\r\n\r\n196\r\n00:10:52,080 --&gt; 00:10:55,410\r\nthing that we're going to find is that actually, people\r\n\r\n197\r\n00:10:55,410 --&gt; 00:10:58,840\r\nare spending more time focused and centered on work for\r\n\r\n198\r\n00:10:58,840 --&gt; 00:11:01,900\r\nbetter for worse in some regards. The average amount of\r\n\r\n199\r\n00:11:01,900 --&gt; 00:11:04,930\r\ntime that people spend connected to their devices has increased\r\n\r\n200\r\n00:11:04,930 --&gt; 00:11:07,880\r\nby an hour. So maybe they're getting an earlier start\r\n\r\n201\r\n00:11:07,880 --&gt; 00:11:09,970\r\nby looking at their phone, or looking at their laptop,\r\n\r\n202\r\n00:11:09,970 --&gt; 00:11:12,120\r\nor maybe they're getting a later start, at the end\r\n\r\n203\r\n00:11:12,120 --&gt; 00:11:14,350\r\nof the day checking up and finishing up on their\r\n\r\n204\r\n00:11:14,350 --&gt; 00:11:17,640\r\nwork. Of course you can probably imagine why this might\r\n\r\n205\r\n00:11:17,640 --&gt; 00:11:21,840\r\nbe the case. More people have diverse situations for... Maybe\r\n\r\n206\r\n00:11:21,840 --&gt; 00:11:24,060\r\nthey've got kids at home that they're also working with,\r\n\r\n207\r\n00:11:24,060 --&gt; 00:11:27,800\r\nor maybe they're taking advantage of increased flexibility or all\r\n\r\n208\r\n00:11:27,800 --&gt; 00:11:30,980\r\nkinds of different reasons, but what we're seeing is that\r\n\r\n209\r\n00:11:30,980 --&gt; 00:11:33,400\r\nthe sense of the work day is actually expanding. I\r\n\r\n210\r\n00:11:33,400 --&gt; 00:11:35,830\r\nthink the other big thing is we see more work\r\n\r\n211\r\n00:11:35,830 --&gt; 00:11:38,670\r\nhappening on the weekends, more people connecting into their work\r\n\r\n212\r\n00:11:38,670 --&gt; 00:11:40,870\r\nand those kinds of things as well, which again is\r\n\r\n213\r\n00:11:40,870 --&gt; 00:11:45,320\r\nanother one of those trends that maybe nobody really enjoys\r\n\r\n214\r\n00:11:45,320 --&gt; 00:11:47,810\r\nor likes or those kinds of things. But it's people\r\n\r\n215\r\n00:11:47,810 --&gt; 00:11:50,590\r\nseeking out more different times to contribute, to go put\r\n\r\n216\r\n00:11:50,590 --&gt; 00:11:53,490\r\nin some different types of work into the system, maybe\r\n\r\n217\r\n00:11:53,490 --&gt; 00:11:56,470\r\ndoing it on a weekend if maybe they're not working\r\n\r\n218\r\n00:11:56,470 --&gt; 00:11:59,720\r\nas much during the work week. And so for all\r\n\r\n219\r\n00:11:59,720 --&gt; 00:12:03,010\r\nthese reasons, the real fundamental nature of how work is\r\n\r\n220\r\n00:12:03,010 --&gt; 00:12:07,100\r\nhappening is significantly changing. And of course, the other thing\r\n\r\n221\r\n00:12:07,100 --&gt; 00:12:09,320\r\nthat I think we're going to experience is that we've\r\n\r\n222\r\n00:12:09,320 --&gt; 00:12:12,570\r\nseen that 82% of managers will have more flexible work\r\n\r\n223\r\n00:12:12,570 --&gt; 00:12:16,390\r\npolicies after the pandemic. So even once everyone gets back\r\n\r\n224\r\n00:12:16,390 --&gt; 00:12:18,530\r\nto their offices of course that'll be a great thing.\r\n\r\n225\r\n00:12:19,130 --&gt; 00:12:21,340\r\nIt'll be great to see colleagues again in person, to\r\n\r\n226\r\n00:12:21,340 --&gt; 00:12:24,680\r\nhave those in person meetings. That'll be fantastic. But there's\r\n\r\n227\r\n00:12:24,680 --&gt; 00:12:27,270\r\na real flexibility that comes from being able to work\r\n\r\n228\r\n00:12:27,270 --&gt; 00:12:30,900\r\nfrom more locations, if you have offices in different locales\r\n\r\n229\r\n00:12:30,900 --&gt; 00:12:33,360\r\nand those kinds of things, to really help people take\r\n\r\n230\r\n00:12:33,360 --&gt; 00:12:36,340\r\nadvantage of that. So we expect that some facet of\r\n\r\n231\r\n00:12:36,360 --&gt; 00:12:39,660\r\nthis need to have flexible ways to connect with people,\r\n\r\n232\r\n00:12:39,660 --&gt; 00:12:43,100\r\nflexible times, all those kinds of things, those facets are\r\n\r\n233\r\n00:12:43,100 --&gt; 00:12:47,290\r\nreally here to stay. So the problem that's really before\r\n\r\n234\r\n00:12:47,290 --&gt; 00:12:50,470\r\nus, whether it's Genesys, whether it's Microsoft, is how do\r\n\r\n235\r\n00:12:50,470 --&gt; 00:12:52,460\r\nwe help people make the most of the time that\r\n\r\n236\r\n00:12:52,460 --&gt; 00:12:55,960\r\nthey actually contribute and that they actually communicate and work\r\n\r\n237\r\n00:12:55,960 --&gt; 00:12:59,250\r\ninside of meetings, inside of their communication tools, whether they're\r\n\r\n238\r\n00:12:59,250 --&gt; 00:13:02,000\r\ntaking support calls and the like, how do we help\r\n\r\n239\r\n00:13:02,000 --&gt; 00:13:04,090\r\nthem be more productive for the moments that they're actually\r\n\r\n240\r\n00:13:04,090 --&gt; 00:13:07,810\r\nable to spend connecting with one another? We're also finding\r\n\r\n241\r\n00:13:07,810 --&gt; 00:13:11,920\r\nquite a bit about the nature of meetings itself. Yes,\r\n\r\n242\r\n00:13:11,920 --&gt; 00:13:14,490\r\nwe have so many people inside of meetings, yes, there's\r\n\r\n243\r\n00:13:14,490 --&gt; 00:13:18,110\r\nbeen a lot of great growth in some regards, more\r\n\r\n244\r\n00:13:18,110 --&gt; 00:13:21,490\r\npeople taking advantage of Teams' functionality to remotely connect, but\r\n\r\n245\r\n00:13:21,490 --&gt; 00:13:24,840\r\nwe actually do find that a lot of people actually\r\n\r\n246\r\n00:13:24,940 --&gt; 00:13:28,920\r\nfeel more fatigued from a day full of an hour\r\n\r\n247\r\n00:13:29,240 --&gt; 00:13:32,260\r\nfull of meetings. So if you've got eight hours in\r\n\r\n248\r\n00:13:32,260 --&gt; 00:13:34,880\r\nthe day of video meetings, as at least some of\r\n\r\n249\r\n00:13:34,880 --&gt; 00:13:37,270\r\nus have, I know I have, that can actually feel\r\n\r\n250\r\n00:13:37,270 --&gt; 00:13:39,610\r\nmore fatiguing than maybe just eight hours of in- person\r\n\r\n251\r\n00:13:39,610 --&gt; 00:13:43,730\r\nmeetings and the like. So I think it's incumbent upon\r\n\r\n252\r\n00:13:43,730 --&gt; 00:13:45,900\r\nall of us to really think about the different types\r\n\r\n253\r\n00:13:45,900 --&gt; 00:13:48,610\r\nof facets that really come together to help people be\r\n\r\n254\r\n00:13:48,610 --&gt; 00:13:52,060\r\nproductive. And one of them is okay, encourage people to\r\n\r\n255\r\n00:13:52,060 --&gt; 00:13:54,840\r\ntake breaks, encourage people to maybe sit in for two\r\n\r\n256\r\n00:13:54,840 --&gt; 00:13:57,370\r\nhours of meetings, take a break, have some focus time,\r\n\r\n257\r\n00:13:57,790 --&gt; 00:13:59,690\r\nmaybe more of an ability to get work done. I\r\n\r\n258\r\n00:14:01,220 --&gt; 00:14:03,030\r\nthink the other side of this is that people still\r\n\r\n259\r\n00:14:03,030 --&gt; 00:14:04,840\r\nfeel like a bit of a missing connection to their\r\n\r\n260\r\n00:14:04,840 --&gt; 00:14:07,400\r\ncolleagues and the like, that they're maybe not getting as\r\n\r\n261\r\n00:14:07,400 --&gt; 00:14:10,770\r\nmuch face time as they might have had ordinarily. It's\r\n\r\n262\r\n00:14:10,770 --&gt; 00:14:14,580\r\nnot necessarily as possible to go pop down the hallway\r\n\r\n263\r\n00:14:14,580 --&gt; 00:14:17,640\r\nand maybe ask your colleague a question. So for all\r\n\r\n264\r\n00:14:17,640 --&gt; 00:14:20,690\r\nthese different types of reasons we're really fundamentally trying to\r\n\r\n265\r\n00:14:20,690 --&gt; 00:14:24,620\r\nshape the experience so that we help people feel more\r\n\r\n266\r\n00:14:24,620 --&gt; 00:14:27,610\r\nconnected, and help people feel less fatigued as they go\r\n\r\n267\r\n00:14:27,610 --&gt; 00:14:30,120\r\nabout their work. Now one of the ways we've done\r\n\r\n268\r\n00:14:30,120 --&gt; 00:14:32,680\r\nthis is by improving the in product features of Microsoft\r\n\r\n269\r\n00:14:32,680 --&gt; 00:14:35,670\r\nTeams, so we have this capability called together mode, which\r\n\r\n270\r\n00:14:35,670 --&gt; 00:14:39,290\r\nis in Microsoft Teams. What they really facilitates is helping\r\n\r\n271\r\n00:14:39,290 --&gt; 00:14:42,080\r\npeople feel less like there's a wall of faces that\r\n\r\n272\r\n00:14:42,080 --&gt; 00:14:45,900\r\nare staring at you, maybe so to speak. By having\r\n\r\n273\r\n00:14:45,900 --&gt; 00:14:49,600\r\nthe together mode where it emulates a physical in person\r\n\r\n274\r\n00:14:49,600 --&gt; 00:14:52,310\r\nroom, we actually studied users and found that just this\r\n\r\n275\r\n00:14:52,310 --&gt; 00:14:55,930\r\nsimple technique actually reduced the overall load that people were\r\n\r\n276\r\n00:14:55,930 --&gt; 00:14:58,670\r\nseeing inside of their meetings, the overall stress that they\r\n\r\n277\r\n00:14:58,670 --&gt; 00:15:01,260\r\nhad. So simple things like that can go a long\r\n\r\n278\r\n00:15:01,260 --&gt; 00:15:05,100\r\nway. No substitute for some of the cultural policies of\r\n\r\n279\r\n00:15:05,570 --&gt; 00:15:09,070\r\nencouraging people to maybe not take so long and have\r\n\r\n280\r\n00:15:09,070 --&gt; 00:15:11,780\r\nback to back to back meetings, but all these kinds\r\n\r\n281\r\n00:15:11,780 --&gt; 00:15:14,620\r\nof tools together kind of just really demonstrate the need\r\n\r\n282\r\n00:15:14,620 --&gt; 00:15:18,410\r\nfor focus on people's productivity and focus on the different\r\n\r\n283\r\n00:15:18,440 --&gt; 00:15:21,740\r\nscenarios where people are coming together. Now the other way\r\n\r\n284\r\n00:15:21,740 --&gt; 00:15:25,350\r\nto help people stay focused is to deliver this concept\r\n\r\n285\r\n00:15:25,350 --&gt; 00:15:28,930\r\nof integration, and integrated work spaces. As I mentioned, this\r\n\r\n286\r\n00:15:28,930 --&gt; 00:15:32,440\r\nis something that is a hallmark of Microsoft Teams. It was\r\n\r\n287\r\n00:15:32,440 --&gt; 00:15:36,330\r\nreally built with this idea that people become more productive\r\n\r\n288\r\n00:15:36,620 --&gt; 00:15:39,130\r\nwhen you have all the tools all available in the\r\n\r\n289\r\n00:15:39,130 --&gt; 00:15:43,160\r\nright spaces. Whether this is a bit of key information,\r\n\r\n290\r\n00:15:43,160 --&gt; 00:15:45,390\r\nmaybe a profile of a particular person that you might\r\n\r\n291\r\n00:15:45,390 --&gt; 00:15:46,990\r\nnot know inside of your company, but you want to\r\n\r\n292\r\n00:15:46,990 --&gt; 00:15:49,360\r\nknow a little bit more about what kind of role\r\n\r\n293\r\n00:15:49,360 --&gt; 00:15:52,050\r\nthey have, what kind of organization that they're in. Just\r\n\r\n294\r\n00:15:52,050 --&gt; 00:15:54,870\r\nthose little facets of getting those details into one place\r\n\r\n295\r\n00:15:54,870 --&gt; 00:15:58,680\r\ncan improve overall net productivity. So as you can see,\r\n\r\n296\r\n00:15:58,680 --&gt; 00:16:00,990\r\nMicrosoft Teams was really designed with this philosophy to make\r\n\r\n297\r\n00:16:00,990 --&gt; 00:16:04,830\r\nit possible to bring in third- party tools, to bring\r\n\r\n298\r\n00:16:04,830 --&gt; 00:16:08,860\r\nin maybe an application and those kinds of things, maybe\r\n\r\n299\r\n00:16:08,860 --&gt; 00:16:11,210\r\nto empower people to go build their own application through\r\n\r\n300\r\n00:16:11,210 --&gt; 00:16:14,220\r\nan application we have called Power Apps. But there's just\r\n\r\n301\r\n00:16:14,220 --&gt; 00:16:17,980\r\nthis underlying philosophy that the more applications get connected and\r\n\r\n302\r\n00:16:17,980 --&gt; 00:16:22,090\r\nthe more that they're integrated together, the more productive everyone\r\n\r\n303\r\n00:16:22,090 --&gt; 00:16:25,740\r\nwill be. This is something I think Genesys also has\r\n\r\n304\r\n00:16:25,740 --&gt; 00:16:28,610\r\nlooking to incorporate into their product philosophy as well, as\r\n\r\n305\r\n00:16:29,100 --&gt; 00:16:31,700\r\nyou'll see in just a little bit. Now, the benefits\r\n\r\n306\r\n00:16:31,700 --&gt; 00:16:34,190\r\nof integration are very real. We think that people can\r\n\r\n307\r\n00:16:34,190 --&gt; 00:16:38,950\r\nsave time and money, that if you integrate these applications\r\n\r\n308\r\n00:16:38,950 --&gt; 00:16:42,750\r\ntogether, if Genesys for example pulls in more information in\r\n\r\n309\r\n00:16:42,750 --&gt; 00:16:45,170\r\nto its product to help people make decisions more quickly,\r\n\r\n310\r\n00:16:45,710 --&gt; 00:16:48,130\r\nyou can save people about two weeks a year, somewhere\r\n\r\n311\r\n00:16:48,130 --&gt; 00:16:53,840\r\nbetween 65 to 108 work week hours, just by connecting\r\n\r\n312\r\n00:16:53,840 --&gt; 00:16:57,240\r\nthese tools together. This is really, maybe to use an\r\n\r\n313\r\n00:16:57,240 --&gt; 00:17:00,090\r\nanalogy like football, they sometimes say football's a game of\r\n\r\n314\r\n00:17:00,090 --&gt; 00:17:03,010\r\ninches, productivity a lot of times is really a game\r\n\r\n315\r\n00:17:03,010 --&gt; 00:17:06,420\r\nof minutes. By saving people five minutes here and there\r\n\r\n316\r\n00:17:06,450 --&gt; 00:17:09,350\r\nas they work to go connect their applications together, that\r\n\r\n317\r\n00:17:09,350 --&gt; 00:17:14,450\r\ncan really add up to that significant 65 to 108\r\n\r\n318\r\n00:17:14,460 --&gt; 00:17:17,570\r\nhours of time that they can save in a particular\r\n\r\n319\r\n00:17:17,570 --&gt; 00:17:20,700\r\nyear. So by integrating the right tools in the right\r\n\r\n320\r\n00:17:20,700 --&gt; 00:17:23,080\r\nplaces, by sparing people the need to go switch into\r\n\r\n321\r\n00:17:23,080 --&gt; 00:17:25,430\r\na different application, and go sign in, and go find\r\n\r\n322\r\n00:17:25,430 --&gt; 00:17:28,870\r\ntheir contacts, you can actually save people and make them\r\n\r\n323\r\n00:17:28,870 --&gt; 00:17:31,270\r\nmore productive. I think the other benefit that you get\r\n\r\n324\r\n00:17:31,270 --&gt; 00:17:34,760\r\nfrom integration is this idea that people can stay focused.\r\n\r\n325\r\n00:17:35,350 --&gt; 00:17:37,830\r\nEvery time you have to switch between applications, every time\r\n\r\n326\r\n00:17:37,830 --&gt; 00:17:40,490\r\nyou have to go pop out to something different, you\r\n\r\n327\r\n00:17:40,710 --&gt; 00:17:43,740\r\nlose your focus. And I think as we all know,\r\n\r\n328\r\n00:17:43,740 --&gt; 00:17:48,320\r\nand maybe understand personally, sometimes retaining that focus of you're\r\n\r\n329\r\n00:17:48,320 --&gt; 00:17:51,470\r\nin that Word document creating something, you're working on a\r\n\r\n330\r\n00:17:51,470 --&gt; 00:17:54,210\r\ncustomer, you're working on a support case. If you can\r\n\r\n331\r\n00:17:54,210 --&gt; 00:17:56,810\r\navoid people having to switch between applications and take away\r\n\r\n332\r\n00:17:56,810 --&gt; 00:17:59,860\r\ntheir focus, you can actually make people more productive all\r\n\r\n333\r\n00:17:59,860 --&gt; 00:18:03,330\r\nup in general. For me personally, I would also say\r\n\r\n334\r\n00:18:03,330 --&gt; 00:18:06,440\r\nthat that would also lead to happier employees too, in\r\n\r\n335\r\n00:18:06,440 --&gt; 00:18:08,360\r\nthe sense that they're able to really focus on the\r\n\r\n336\r\n00:18:08,360 --&gt; 00:18:12,030\r\nsituation and get things done, by virtue of bringing everything\r\n\r\n337\r\n00:18:12,030 --&gt; 00:18:15,440\r\ninto one space. And so 90% of employees, they experience\r\n\r\n338\r\n00:18:15,440 --&gt; 00:18:19,470\r\nproductivity gains, they experience the benefits of being able to\r\n\r\n339\r\n00:18:19,470 --&gt; 00:18:21,870\r\nnot have to spend so much time hunting for information\r\n\r\n340\r\n00:18:21,870 --&gt; 00:18:27,640\r\nor connecting applications together themselves. It could also reduce overall\r\n\r\n341\r\n00:18:27,640 --&gt; 00:18:31,700\r\ntime spent in support, this is internal support. If they\r\n\r\n342\r\n00:18:31,700 --&gt; 00:18:35,110\r\ncan actually find all the answers at their fingertips, that\r\n\r\n343\r\n00:18:35,110 --&gt; 00:18:38,370\r\nreduces the overall need internally to reach out, ask for\r\n\r\n344\r\n00:18:38,370 --&gt; 00:18:41,830\r\nmore help, ask for more support tickets and the like\r\n\r\n345\r\n00:18:41,830 --&gt; 00:18:45,260\r\nand those kinds of things. So the benefits of integration,\r\n\r\n346\r\n00:18:45,260 --&gt; 00:18:48,270\r\nthey're at times maybe a little subtle. You're saving people\r\n\r\n347\r\n00:18:48,270 --&gt; 00:18:50,040\r\nfive to ten to fifteen to twenty minutes at a\r\n\r\n348\r\n00:18:50,040 --&gt; 00:18:53,160\r\ntime, but it can really add up to a real\r\n\r\n349\r\n00:18:53,160 --&gt; 00:18:56,940\r\nbenefit and a real increase in overall productivity. So like\r\n\r\n350\r\n00:18:56,940 --&gt; 00:18:59,050\r\nI said, I know this is a philosophy that Genesys\r\n\r\n351\r\n00:18:59,050 --&gt; 00:19:04,130\r\nalso has, of integrating applications together and really supporting the\r\n\r\n352\r\n00:19:04,130 --&gt; 00:19:07,910\r\nentire workflow of support and helping everyone involved in that\r\n\r\n353\r\n00:19:07,910 --&gt; 00:19:12,130\r\nprocess get benefit from that overall increased integration. Right, Chris?\r\n\r\n354\r\n00:19:13,260 --&gt; 00:19:16,530\r\nTotally agree, and I think you see that our philosophies\r\n\r\n355\r\n00:19:16,530 --&gt; 00:19:19,880\r\nare completely aligned, and it is that game of inches,\r\n\r\n356\r\n00:19:20,040 --&gt; 00:19:23,590\r\nso to speak, where increments will improve and you people on\r\n\r\n357\r\n00:19:23,590 --&gt; 00:19:26,490\r\nthe phone, this. The measures that we had in the\r\n\r\n358\r\n00:19:26,490 --&gt; 00:19:29,490\r\ncontact center do often come down to minutes and seconds,\r\n\r\n359\r\n00:19:29,490 --&gt; 00:19:31,820\r\nand that's how you make these use cases for new\r\n\r\n360\r\n00:19:31,820 --&gt; 00:19:36,860\r\ntechnology, for better customer experiences. I think really summarized it\r\n\r\n361\r\n00:19:36,860 --&gt; 00:19:39,390\r\nreally well, particularly with some of those high metrics. And\r\n\r\n362\r\n00:19:39,390 --&gt; 00:19:41,900\r\nreally, from our perspective, what it comes down to is\r\n\r\n363\r\n00:19:41,900 --&gt; 00:19:46,040\r\nthat disconnected customer experience. And that can lead to frustration\r\n\r\n364\r\n00:19:46,090 --&gt; 00:19:48,910\r\non both sides, it leaves frustration on the agent's side,\r\n\r\n365\r\n00:19:49,150 --&gt; 00:19:52,710\r\nit leaves frustration on the customer side, and really the\r\n\r\n366\r\n00:19:52,710 --&gt; 00:19:57,770\r\nability for your brand to handle those highly emotive or\r\n\r\n367\r\n00:19:57,770 --&gt; 00:20:02,200\r\ncomplex inquiries really can be the difference between holding on\r\n\r\n368\r\n00:20:02,200 --&gt; 00:20:05,900\r\nto that customer or losing them forever. It's also the\r\n\r\n369\r\n00:20:05,900 --&gt; 00:20:09,700\r\ndifference between retaining talent in the contact center and not,\r\n\r\n370\r\n00:20:09,900 --&gt; 00:20:12,610\r\nand that has a high cost associated with it as\r\n\r\n371\r\n00:20:12,610 --&gt; 00:20:15,170\r\nwell. Every time that you have an employee leave, you've got\r\n\r\n372\r\n00:20:15,170 --&gt; 00:20:18,390\r\nto replace them with someone that is equally as good\r\n\r\n373\r\n00:20:18,390 --&gt; 00:20:20,500\r\nthat needs to be trained, and that's an expense that\r\n\r\n374\r\n00:20:20,580 --&gt; 00:20:23,260\r\nreally you just don't need to worry. Why do they\r\n\r\n375\r\n00:20:23,260 --&gt; 00:20:28,910\r\ndo that? Why do employees leave? Well, we've noticed through survey\r\n\r\n376\r\n00:20:29,000 --&gt; 00:20:32,090\r\nbut also from feedback from our customers, that it can\r\n\r\n377\r\n00:20:32,090 --&gt; 00:20:36,250\r\nbe for employees the difference between having the tools that\r\n\r\n378\r\n00:20:36,250 --&gt; 00:20:38,280\r\ndo the job so they can get on with the\r\n\r\n379\r\n00:20:38,280 --&gt; 00:20:42,370\r\nbusiness of two or three great experiences, and not. If you've got happy\r\n\r\n380\r\n00:20:42,380 --&gt; 00:20:46,000\r\nemployees, they do tend to stay. So when I get\r\n\r\n381\r\n00:20:46,000 --&gt; 00:20:48,360\r\nto this, what is the solution that we're talking about\r\n\r\n382\r\n00:20:48,360 --&gt; 00:20:52,020\r\nhere? Well, we think there is a good switch. We\r\n\r\n383\r\n00:20:52,020 --&gt; 00:20:54,740\r\nbelieve that we can bridge the gap between your entire\r\n\r\n384\r\n00:20:54,740 --&gt; 00:20:57,950\r\nworkforce, using the tools and technology that they're already familiar\r\n\r\n385\r\n00:20:57,950 --&gt; 00:21:00,930\r\nwith, and is designed for the job at hand. So much of\r\n\r\n386\r\n00:21:00,930 --&gt; 00:21:04,900\r\nTeams is great at collaboration and some of the features\r\n\r\n387\r\n00:21:05,140 --&gt; 00:21:08,490\r\nthat Mike pointed out, it is evolving every single day.\r\n\r\n388\r\n00:21:08,490 --&gt; 00:21:11,970\r\nIt is where work happens for a lot of organizations.\r\n\r\n389\r\n00:21:12,280 --&gt; 00:21:15,520\r\nIt's absolutely world class, and we believe that the Genesys\r\n\r\n390\r\n00:21:15,520 --&gt; 00:21:18,610\r\ncloud is also world class too in. It's built for\r\n\r\n391\r\n00:21:18,610 --&gt; 00:21:21,530\r\nthe job, it's built for purpose, in the contact center.\r\n\r\n392\r\n00:21:22,130 --&gt; 00:21:24,750\r\nBoth of these working together is really what we're talking\r\n\r\n393\r\n00:21:24,750 --&gt; 00:21:27,930\r\nabout today, and that means for our customer, if they\r\n\r\n394\r\n00:21:27,930 --&gt; 00:21:31,650\r\nneed a specialized answer because they've got a complex inquiry,\r\n\r\n395\r\n00:21:31,810 --&gt; 00:21:35,370\r\nor something that's home critical, that needs decision- making from\r\n\r\n396\r\n00:21:35,370 --&gt; 00:21:38,100\r\nsomeone that is not in the contact center. Connecting these\r\n\r\n397\r\n00:21:38,100 --&gt; 00:21:41,760\r\ntwo things together can greatly improve that. It also means\r\n\r\n398\r\n00:21:41,760 --&gt; 00:21:43,460\r\nthat you don't have to call them back, you don't\r\n\r\n399\r\n00:21:43,460 --&gt; 00:21:46,930\r\nhave to do outreach, which can leave customers with a\r\n\r\n400\r\n00:21:46,930 --&gt; 00:21:49,150\r\nperception of\" I don't know when you're getting back to\r\n\r\n401\r\n00:21:49,150 --&gt; 00:21:52,980\r\nme.\" Using a connected experience with Microsoft Teams and Genesys\r\n\r\n402\r\n00:21:52,980 --&gt; 00:21:58,220\r\nCloud, you're really empowering your agents, or your people, to\r\n\r\n403\r\n00:21:58,220 --&gt; 00:22:02,600\r\nbecome omni channel themselves. They're empowered to service that customer\r\n\r\n404\r\n00:22:02,600 --&gt; 00:22:06,070\r\ninquiry from start to finish, no matter where that trail\r\n\r\n405\r\n00:22:06,070 --&gt; 00:22:08,590\r\nmay take them, and also it just connects the entire\r\n\r\n406\r\n00:22:08,590 --&gt; 00:22:12,770\r\nbusiness together. We talked a little bit about some of those soft\r\n\r\n407\r\n00:22:12,770 --&gt; 00:22:17,750\r\nmetrics of improving customer experience, as well as an employee\r\n\r\n408\r\n00:22:17,750 --&gt; 00:22:21,580\r\nexperience and were they retaining that, but there's also hard measures that are\r\n\r\n409\r\n00:22:21,580 --&gt; 00:22:26,180\r\nimproved as well. So, NPS, bottom line financial metrics on\r\n\r\n410\r\n00:22:26,640 --&gt; 00:22:29,710\r\nbeing able to lower your cost of acquisition for a\r\n\r\n411\r\n00:22:29,710 --&gt; 00:22:33,500\r\ncustomer or cost of maintaining that customer over the customer\r\n\r\n412\r\n00:22:33,500 --&gt; 00:22:37,870\r\nlifetime value. These are truly impacted by delivering a better\r\n\r\n413\r\n00:22:37,870 --&gt; 00:22:41,150\r\ncustomer experience. First core resolution, something that we all know\r\n\r\n414\r\n00:22:41,150 --&gt; 00:22:44,400\r\nreally familiar in the contact center, is something that has\r\n\r\n415\r\n00:22:44,400 --&gt; 00:22:47,710\r\na complete cost associated with it. Every time that you\r\n\r\n416\r\n00:22:47,710 --&gt; 00:22:50,500\r\nget another interaction, no matter what channel that's on, that\r\n\r\n417\r\n00:22:52,250 --&gt; 00:22:57,220\r\nbecomes expensive. So we feel we've got a solution. We really want\r\n\r\n418\r\n00:22:57,220 --&gt; 00:22:59,070\r\nto show you what that is. So let me talk\r\n\r\n419\r\n00:22:59,070 --&gt; 00:23:02,750\r\na little bit about the integration itself, and then we're going to go\r\n\r\n420\r\n00:23:02,750 --&gt; 00:23:06,500\r\ninto a live demo with Trey. So what we have\r\n\r\n421\r\n00:23:06,500 --&gt; 00:23:08,870\r\nhere is the Genesys Cloud, with a bring your own\r\n\r\n422\r\n00:23:09,380 --&gt; 00:23:12,220\r\ncarrier approach. What that means is you can connect to\r\n\r\n423\r\n00:23:12,220 --&gt; 00:23:14,260\r\na carrier of your choice, whether it's one of the\r\n\r\n424\r\n00:23:14,260 --&gt; 00:23:18,660\r\nmajor carriers around the world, or a carrier that you\r\n\r\n425\r\n00:23:18,660 --&gt; 00:23:22,910\r\nwant to deliver voice in through a SIP trunk. The\r\n\r\n426\r\n00:23:22,910 --&gt; 00:23:25,170\r\nonly requirement, it's got to be a certified session border\r\n\r\n427\r\n00:23:25,160 --&gt; 00:23:29,150\r\ncontroller. Guess what? They're listed. There's all of those popular brands\r\n\r\n428\r\n00:23:29,150 --&gt; 00:23:32,090\r\nare there, audio carriers, et cetera. And that is our\r\n\r\n429\r\n00:23:32,090 --&gt; 00:23:36,330\r\nlink between the Genesys Cloud and the Microsoft cloud. And\r\n\r\n430\r\n00:23:36,330 --&gt; 00:23:40,100\r\nwe have a very, very simple SIP trunk that is\r\n\r\n431\r\n00:23:40,100 --&gt; 00:23:45,040\r\nthere to carry the voice. We also have presence, authentication,\r\n\r\n432\r\n00:23:45,300 --&gt; 00:23:49,810\r\nuser information also connected in this integration too. So we\r\n\r\n433\r\n00:23:49,810 --&gt; 00:23:53,010\r\nare picking up on the presence in real time, from\r\n\r\n434\r\n00:23:53,010 --&gt; 00:23:57,290\r\nour soft teams, and showing that in the agent's desktop in\r\n\r\n435\r\n00:23:57,290 --&gt; 00:24:00,410\r\nGenesys Cloud. They don't have to go to a different app, they\r\n\r\n436\r\n00:24:00,420 --&gt; 00:24:03,070\r\ncan see all in the one place, and that's bi-\r\n\r\n437\r\n00:24:03,070 --&gt; 00:24:07,950\r\ndirectional, which is really important, because this really opens up\r\n\r\n438\r\n00:24:08,180 --&gt; 00:24:12,540\r\nthe agent to not bother someone that is maybe busy\r\n\r\n439\r\n00:24:12,540 --&gt; 00:24:15,630\r\nor not available, or away at lunch. You can set\r\n\r\n440\r\n00:24:15,680 --&gt; 00:24:19,990\r\nthat expectation with the customer. So without further adieu, let's\r\n\r\n441\r\n00:24:19,990 --&gt; 00:24:22,240\r\ngo and check out the live demo, and then come\r\n\r\n442\r\n00:24:22,240 --&gt; 00:24:24,320\r\nback and talk a little bit about what we saw.\r\n\r\n443\r\n00:24:24,320 --&gt; 00:24:26,560\r\nAnd for that, I'm going to head over to Trey, who's\r\n\r\n444\r\n00:24:26,980 --&gt; 00:24:31,970\r\ngoing to take us through a live demo. Thank you\r\n\r\n445\r\n00:24:31,970 --&gt; 00:24:39,040\r\nChris. Can you confirm you can see my screen for me?\r\n\r\n446\r\n00:24:46,010 --&gt; 00:24:51,530\r\nIndeed we can. Here we go. So, as Chris mentioned,\r\n\r\n447\r\n00:24:51,530 --&gt; 00:24:53,910\r\nthis is going to be a quick walkthrough of our Microsoft Teams\r\n\r\n448\r\n00:24:53,910 --&gt; 00:24:58,340\r\nintegration with Genesys Cloud. The context here is a customer\r\n\r\n449\r\n00:24:58,340 --&gt; 00:25:01,810\r\ncalling in requesting information on a mortgage for their second\r\n\r\n450\r\n00:25:01,870 --&gt; 00:25:03,890\r\nhome. So I'm going to go ahead and dial into\r\n\r\n451\r\n00:25:03,890 --&gt; 00:25:06,490\r\nthe queue. I'll note that I have a Genesys Cloud\r\n\r\n452\r\n00:25:06,490 --&gt; 00:25:09,010\r\nagent here, who is on queue. This is a senior\r\n\r\n453\r\n00:25:09,010 --&gt; 00:25:12,270\r\nCSR for inbound. I also have a Teams user here,\r\n\r\n454\r\n00:25:12,270 --&gt; 00:25:17,700\r\nwho is signed in and working solely inside of Microsoft\r\n\r\n455\r\n00:25:17,700 --&gt; 00:25:20,600\r\nTeams. So I've got my Genesys Cloud agent awaiting calls\r\n\r\n456\r\n00:25:20,600 --&gt; 00:25:23,030\r\nand my back office user inside of my mortgage department.\r\n\r\n457\r\n00:25:23,570 --&gt; 00:25:30,370\r\nSo I'll go ahead and call in the queue. Hello.\r\n\r\n458\r\n00:25:30,720 --&gt; 00:25:33,230\r\nThank you for calling Home Mortgage to connect with a\r\n\r\n459\r\n00:25:33,230 --&gt; 00:25:41,740\r\nrepresentative. Please press one. Transferring to mortgage department. So the\r\n\r\n460\r\n00:25:41,740 --&gt; 00:25:46,950\r\ninteraction comes in for the agent. Answer. Mute to prevent\r\n\r\n461\r\n00:25:46,950 --&gt; 00:25:51,810\r\nfeedback. So the agent's connected with the customer, the customer says\r\n\r\n462\r\n00:25:51,810 --&gt; 00:25:55,630\r\nhi, thank you for taking my call, I'm really interested\r\n\r\n463\r\n00:25:55,630 --&gt; 00:25:58,850\r\nin talking to someone about a mortgage on a vacation\r\n\r\n464\r\n00:25:58,850 --&gt; 00:26:02,590\r\nhome. Agent says great, let me put you on hold\r\n\r\n465\r\n00:26:02,590 --&gt; 00:26:04,310\r\nfor just a moment and I will go ahead and\r\n\r\n466\r\n00:26:04,310 --&gt; 00:26:07,260\r\nfind someone who can help you. The agent looks inside\r\n\r\n467\r\n00:26:07,260 --&gt; 00:26:13,630\r\nof the Genesys Cloud native directory, looks inside of the\r\n\r\n468\r\n00:26:13,630 --&gt; 00:26:16,010\r\nmortgage department and sees, oh, looks like I have a\r\n\r\n469\r\n00:26:16,010 --&gt; 00:26:19,950\r\nprincipal underwriter in my mortgage department. So then the agent\r\n\r\n470\r\n00:26:19,950 --&gt; 00:26:24,300\r\nwill go to the consult transfer menu, select the Teams\r\n\r\n471\r\n00:26:24,300 --&gt; 00:26:30,240\r\ntab, search for the person that they located, and they\r\n\r\n472\r\n00:26:30,240 --&gt; 00:26:33,400\r\nsee that they're busy. I want to go ahead and\r\n\r\n473\r\n00:26:33,400 --&gt; 00:26:36,220\r\nchange the user status in Teams, just to show that\r\n\r\n474\r\n00:26:36,220 --&gt; 00:26:39,340\r\nthe status is being updated in real time. So I'll\r\n\r\n475\r\n00:26:39,340 --&gt; 00:26:41,850\r\ngo ahead and search again and see that Jurgen is\r\n\r\n476\r\n00:26:41,850 --&gt; 00:26:47,580\r\nnow available. I will execute the consult transfer. I got\r\n\r\n477\r\n00:26:50,160 --&gt; 00:26:54,100\r\nthe screen pop, the number that comes through, I'll answer.\r\n\r\n478\r\n00:26:54,100 --&gt; 00:27:00,520\r\nThe hold music you're hearing in the background is my\r\n\r\n479\r\n00:27:00,520 --&gt; 00:27:04,010\r\ncaller on the other line. The agent Trey says thanks\r\n\r\n480\r\n00:27:04,010 --&gt; 00:27:06,230\r\nJurgen, I've got a caller on the line, they're interested\r\n\r\n481\r\n00:27:06,230 --&gt; 00:27:09,110\r\nin a mortgage but their vacation property. Jurgen says great,\r\n\r\n482\r\n00:27:09,110 --&gt; 00:27:12,080\r\ngo ahead and transfer them over. I transfer the call\r\n\r\n483\r\n00:27:14,760 --&gt; 00:27:17,650\r\nand the agent drops off of the interaction and can\r\n\r\n484\r\n00:27:17,650 --&gt; 00:27:21,380\r\ndo all their followup wrap up codes and transition back\r\n\r\n485\r\n00:27:21,380 --&gt; 00:27:24,010\r\nto being on queue and waiting for a subsequent call\r\n\r\n486\r\n00:27:24,010 --&gt; 00:27:30,740\r\nwhile Jurgen, the mortgage officer, continues the conversation with the\r\n\r\n487\r\n00:27:30,740 --&gt; 00:27:43,050\r\ncustomer. And that is the demo. Chris, I'll hand it back to you. Sure.\r\n\r\n488\r\n00:27:44,700 --&gt; 00:27:47,840\r\nDon't let that be understated. That is profound in the\r\n\r\n489\r\n00:27:47,840 --&gt; 00:27:50,990\r\ncapabilities you can now deliver. If you just imagine for\r\n\r\n490\r\n00:27:50,990 --&gt; 00:27:54,590\r\na second the use cases that you can employ by\r\n\r\n491\r\n00:27:54,590 --&gt; 00:27:56,980\r\nconnecting these two things together, I think we start to\r\n\r\n492\r\n00:27:56,980 --&gt; 00:27:59,970\r\nunlock a lot of potential that really just hasn't been\r\n\r\n493\r\n00:27:59,970 --&gt; 00:28:03,980\r\nthere before. It's also worth mentioning that both of these\r\n\r\n494\r\n00:28:03,980 --&gt; 00:28:08,550\r\nproducts, Microsoft Cloud, the Genesys Cloud are continuously updated. They're\r\n\r\n495\r\n00:28:08,550 --&gt; 00:28:12,760\r\ncontinually evolving. Genesys Cloud has weekly releases of new capabilities\r\n\r\n496\r\n00:28:12,760 --&gt; 00:28:16,730\r\nand new features that really come together. And really what\r\n\r\n497\r\n00:28:16,730 --&gt; 00:28:20,690\r\nthat means for you is both organizations are raising the\r\n\r\n498\r\n00:28:20,690 --&gt; 00:28:23,880\r\nbar, so that you can do something more, something different\r\n\r\n499\r\n00:28:23,880 --&gt; 00:28:27,650\r\nwith these integrations. We're also very curious to see what\r\n\r\n500\r\n00:28:27,650 --&gt; 00:28:29,740\r\nyou do and see how you use it, so if\r\n\r\n501\r\n00:28:29,740 --&gt; 00:28:33,120\r\nyou have feedback, you've got comments or questions, we here\r\n\r\n502\r\n00:28:33,120 --&gt; 00:28:36,010\r\nare going to try to answer them today. I do\r\n\r\n503\r\n00:28:36,010 --&gt; 00:28:38,590\r\nnotice already there's a number of questions in the queue.\r\n\r\n504\r\n00:28:38,590 --&gt; 00:28:40,230\r\nSo we're going to get to those in just a\r\n\r\n505\r\n00:28:40,230 --&gt; 00:28:43,090\r\nfew moments, but if you've got something that is tickling\r\n\r\n506\r\n00:28:43,090 --&gt; 00:28:45,040\r\nyour brain, please put it in the chat window and\r\n\r\n507\r\n00:28:45,040 --&gt; 00:28:46,510\r\nwe will get to it, or try and get to\r\n\r\n508\r\n00:28:46,510 --&gt; 00:28:49,090\r\nit, as soon as we can. So what you saw\r\n\r\n509\r\n00:28:49,090 --&gt; 00:28:52,990\r\nthere was a pretty simple integration between these two clouds\r\n\r\n510\r\n00:28:52,990 --&gt; 00:28:56,820\r\nconnected by a SIP trunk and some data integration for\r\n\r\n511\r\n00:28:57,470 --&gt; 00:29:03,530\r\nagain, that authentication for presence, et cetera. But as we\r\n\r\n512\r\n00:29:03,530 --&gt; 00:29:06,820\r\ngo forward, there are lots of benefits here as well.\r\n\r\n513\r\n00:29:06,820 --&gt; 00:29:10,530\r\nSo we're improving the agent experience. They just operate within\r\n\r\n514\r\n00:29:10,530 --&gt; 00:29:12,900\r\nthe same interface. I did notice a question and I'm\r\n\r\n515\r\n00:29:12,900 --&gt; 00:29:16,290\r\ngoing to get to it in this first statement, which\r\n\r\n516\r\n00:29:16,290 --&gt; 00:29:21,520\r\nis the question was, are there plans to integrate the\r\n\r\n517\r\n00:29:21,520 --&gt; 00:29:26,030\r\nGenesys Cloud experience inside Microsoft Teams? And guess what, there's\r\n\r\n518\r\n00:29:26,030 --&gt; 00:29:29,180\r\nno reason you can't do that today with the API\r\n\r\n519\r\n00:29:29,180 --&gt; 00:29:32,530\r\nplatforms that we have with the Genesys Cloud embeddable user\r\n\r\n520\r\n00:29:32,530 --&gt; 00:29:36,690\r\ninterface. There are a lot of amazing integrations that we've\r\n\r\n521\r\n00:29:36,690 --&gt; 00:29:40,670\r\nseen customers do using our platforms. No matter if that's\r\n\r\n522\r\n00:29:41,290 --&gt; 00:29:45,640\r\nMicrosoft Teams or a home grown CRM, or something else that\r\n\r\n523\r\n00:29:46,340 --&gt; 00:29:49,610\r\nfits your business the best, there is an API set\r\n\r\n524\r\n00:29:49,610 --&gt; 00:29:52,460\r\nand a really flexible framework in Genesys Cloud that allows you to\r\n\r\n525\r\n00:29:52,460 --&gt; 00:29:55,610\r\ndo that. Again, just to reiterate, this allows for those\r\n\r\n526\r\n00:29:55,610 --&gt; 00:29:59,160\r\nmore personalized interactions, so it used a mortgage example there.\r\n\r\n527\r\n00:29:59,580 --&gt; 00:30:01,650\r\nJust imagine that you were on the last day of\r\n\r\n528\r\n00:30:01,650 --&gt; 00:30:06,730\r\nclosing on your house and something went wrong, and it was\r\n\r\n529\r\n00:30:06,730 --&gt; 00:30:10,360\r\nnot something the agent could necessarily handle up front. Well,\r\n\r\n530\r\n00:30:10,530 --&gt; 00:30:14,440\r\nthis solution with Genesys Cloud and Teams allows that agent\r\n\r\n531\r\n00:30:14,440 --&gt; 00:30:16,820\r\nto be a bit more empowered, to maybe reach out\r\n\r\n532\r\n00:30:16,820 --&gt; 00:30:19,560\r\nto someone that can solve that. There's nothing worse than trying\r\n\r\n533\r\n00:30:19,560 --&gt; 00:30:22,120\r\nto buy a house and something going wrong the last day, it's\r\n\r\n534\r\n00:30:22,120 --&gt; 00:30:25,300\r\nreally stressful, one of the most stressful points in anyone's\r\n\r\n535\r\n00:30:25,300 --&gt; 00:30:29,600\r\nlife. It's highly emotive, but again, delivering those great customer\r\n\r\n536\r\n00:30:29,600 --&gt; 00:30:33,730\r\nexperiences shouldn't be exclusive to certain brands. You can start\r\n\r\n537\r\n00:30:33,730 --&gt; 00:30:39,320\r\nto do that yourselves. Naturally, again, those first contact resolution\r\n\r\n538\r\n00:30:39,320 --&gt; 00:30:42,950\r\nis a very simple measure and one that is quite\r\n\r\n539\r\n00:30:42,950 --&gt; 00:30:47,520\r\nobvious that is a immediate benefit for enabling this type\r\n\r\n540\r\n00:30:47,700 --&gt; 00:30:53,300\r\nof integration, and some of the associated metrics, these really\r\n\r\n541\r\n00:30:53,300 --&gt; 00:30:58,050\r\ndo lead into revenue targets, which is increased customer loyalty.\r\n\r\n542\r\n00:30:59,480 --&gt; 00:31:02,670\r\nHaving to acquire a new customer is expensive. Treat your\r\n\r\n543\r\n00:31:02,670 --&gt; 00:31:05,280\r\ncustomers well. We know that for a fact that if\r\n\r\n544\r\n00:31:05,280 --&gt; 00:31:08,460\r\nyou treat them well, they will spend more with you\r\n\r\n545\r\n00:31:08,460 --&gt; 00:31:11,840\r\nover the customer lifetime, and they will be a promoter,\r\n\r\n546\r\n00:31:11,840 --&gt; 00:31:14,850\r\nand that is good all round, especially for attracting new\r\n\r\n547\r\n00:31:14,850 --&gt; 00:31:19,470\r\ncustomers as well. And lastly, it decreases effort and operational\r\n\r\n548\r\n00:31:19,470 --&gt; 00:31:22,650\r\ncosts. These don't need to be glued together solutions with\r\n\r\n549\r\n00:31:22,650 --&gt; 00:31:27,270\r\na 3, 5, 10 technology stack. The Genesys Cloud is\r\n\r\n550\r\n00:31:27,270 --&gt; 00:31:30,300\r\nan all in one platform for everything from workforce, digital,\r\n\r\n551\r\n00:31:30,370 --&gt; 00:31:33,510\r\nAI and obviously contact center. And that allows you to\r\n\r\n552\r\n00:31:33,510 --&gt; 00:31:37,610\r\nstretch your investment in one product and really deliver amazing\r\n\r\n553\r\n00:31:37,610 --&gt; 00:31:42,380\r\nexperiences across the lot, including this integration with Microsoft Teams.\r\n\r\n554\r\n00:31:42,830 --&gt; 00:31:45,550\r\nNow I also want to say that the ecosystem in\r\n\r\n555\r\n00:31:45,550 --&gt; 00:31:50,580\r\nMicrosoft is phenomenally large, and we spoke about one sliver\r\n\r\n556\r\n00:31:50,800 --&gt; 00:31:53,060\r\nof this integration today, but there is a lot more,\r\n\r\n557\r\n00:31:53,610 --&gt; 00:31:56,140\r\nparticularly as we look at Dynamics and being able to\r\n\r\n558\r\n00:31:56,140 --&gt; 00:31:58,670\r\ntap into the rich data set that you might have\r\n\r\n559\r\n00:31:59,340 --&gt; 00:32:02,710\r\nwithin Dynamics. You can start to do some pretty amazing\r\n\r\n560\r\n00:32:02,710 --&gt; 00:32:08,370\r\nthings. You can do screen pop, obviously with Dynamics, but\r\n\r\n561\r\n00:32:08,370 --&gt; 00:32:10,900\r\nyou can also do some smart routing. You can use data\r\n\r\n562\r\n00:32:10,900 --&gt; 00:32:16,580\r\nactions in Genesys Cloud to dig into the entire dataset\r\n\r\n563\r\n00:32:16,580 --&gt; 00:32:19,320\r\nthat you have in your CRM systems, and use that\r\n\r\n564\r\n00:32:19,320 --&gt; 00:32:22,110\r\nfor smart routing. What does that mean? Well, it means\r\n\r\n565\r\n00:32:22,110 --&gt; 00:32:26,130\r\nwe can start to deliver those interactions like a phone\r\n\r\n566\r\n00:32:26,130 --&gt; 00:32:29,410\r\ncall to an agent with all the context so that\r\n\r\n567\r\n00:32:29,410 --&gt; 00:32:31,910\r\nthat agent may even be prepped to say, the last\r\n\r\n568\r\n00:32:31,910 --&gt; 00:32:37,270\r\ninteraction actually happened with someone in a different department using\r\n\r\n569\r\n00:32:37,270 --&gt; 00:32:42,440\r\nMicrosoft Teams, and that is vital as well. Beyond Teams, there's a\r\n\r\n570\r\n00:32:42,450 --&gt; 00:32:45,370\r\nlot more going on in the Genesys portfolio. Azure is\r\n\r\n571\r\n00:32:45,370 --&gt; 00:32:48,110\r\na big part of our strategy, being able to provide\r\n\r\n572\r\n00:32:48,110 --&gt; 00:32:50,200\r\nyou choice on the platform that you want to run\r\n\r\n573\r\n00:32:50,200 --&gt; 00:32:54,270\r\non, so with the larger Genesys portfolio we're expanding into\r\n\r\n574\r\n00:32:54,880 --&gt; 00:32:58,330\r\nthose places as well. Now with that, I'm going to\r\n\r\n575\r\n00:32:58,430 --&gt; 00:33:03,110\r\npause, take a breath, and look at some of these great questions. So Josh,\r\n\r\n576\r\n00:33:03,110 --&gt; 00:33:05,370\r\ndo you want to be our master here and tell us\r\n\r\n577\r\n00:33:05,410 --&gt; 00:33:11,140\r\nwhat everyone is curious about. Absolutely. So to kick off our Q and\r\n\r\n578\r\n00:33:11,190 --&gt; 00:33:14,430\r\nA today, I just want to let everybody know that we have a\r\n\r\n579\r\n00:33:14,430 --&gt; 00:33:16,960\r\nhuge influx of questions, so we're going to answer as\r\n\r\n580\r\n00:33:16,960 --&gt; 00:33:19,320\r\nmany as we can with the time that we have remaining\r\n\r\n581\r\n00:33:19,320 --&gt; 00:33:22,550\r\ntoday. However, if time gets away from us, which it\r\n\r\n582\r\n00:33:22,550 --&gt; 00:33:25,110\r\nmight, we might not be able to answer your questions\r\n\r\n583\r\n00:33:25,110 --&gt; 00:33:28,390\r\naloud. However, we will answer them via email within a\r\n\r\n584\r\n00:33:28,390 --&gt; 00:33:30,740\r\nfew business days of you putting them into the Q\r\n\r\n585\r\n00:33:30,740 --&gt; 00:33:33,370\r\nand A window. So be sure to continue to throw\r\n\r\n586\r\n00:33:33,370 --&gt; 00:33:34,750\r\nall the questions that you have into that Q and\r\n\r\n587\r\n00:33:34,790 --&gt; 00:33:36,140\r\nA window and we'll get to as many as we\r\n\r\n588\r\n00:33:36,140 --&gt; 00:33:40,440\r\ncan. Okay, that being said, I'm just going to start\r\n\r\n589\r\n00:33:40,440 --&gt; 00:33:43,760\r\nfrom the top to bottom, and I'll mix things up\r\n\r\n590\r\n00:33:43,760 --&gt; 00:33:47,490\r\nand ask questions of you all so we can all\r\n\r\n591\r\n00:33:47,490 --&gt; 00:33:50,230\r\nget some air time here. I'll kick things off first\r\n\r\n592\r\n00:33:50,230 --&gt; 00:33:54,260\r\nwith, we have a series of questions asking about any\r\n\r\n593\r\n00:33:54,260 --&gt; 00:33:58,550\r\nplans for future integration, so I guess this might be\r\n\r\n594\r\n00:33:59,570 --&gt; 00:34:02,070\r\nin terms of a smaller question, could you talk about\r\n\r\n595\r\n00:34:02,070 --&gt; 00:34:05,080\r\nthe road map? In terms of integrations, what's coming in\r\n\r\n596\r\n00:34:05,080 --&gt; 00:34:08,480\r\nthe future of Microsoft Teams and then in addition to\r\n\r\n597\r\n00:34:08,480 --&gt; 00:34:11,680\r\nthat, what's coming for Genesys Cloud? So Mike, I'll hand\r\n\r\n598\r\n00:34:11,680 --&gt; 00:34:14,900\r\nit off to you first. Yeah, I mean I think\r\n\r\n599\r\n00:34:14,900 --&gt; 00:34:18,150\r\nfrom a Teams perspective, we're always continuing to build out\r\n\r\n600\r\n00:34:18,150 --&gt; 00:34:21,300\r\nmore integration points and expand the set of applications that\r\n\r\n601\r\n00:34:21,300 --&gt; 00:34:24,130\r\nare coming in available inside of Microsoft Teams. One of\r\n\r\n602\r\n00:34:25,200 --&gt; 00:34:28,120\r\nthe ones that we talked about recently, a couple months\r\n\r\n603\r\n00:34:28,120 --&gt; 00:34:31,260\r\nago, was this new opportunity that we're still building out\r\n\r\n604\r\n00:34:31,260 --&gt; 00:34:33,590\r\non the Teams side, which is this ability to integrate\r\n\r\n605\r\n00:34:33,590 --&gt; 00:34:37,260\r\nwith Meetings, so more of an opportunity to bring in\r\n\r\n606\r\n00:34:37,260 --&gt; 00:34:39,760\r\nthe right contextual information in the middle of a meeting\r\n\r\n607\r\n00:34:39,760 --&gt; 00:34:41,610\r\nor in the middle of a call, middle of a\r\n\r\n608\r\n00:34:41,610 --&gt; 00:34:44,970\r\nconversation so that, for example, maybe you can see from\r\n\r\n609\r\n00:34:44,970 --&gt; 00:34:48,250\r\nyour CRM the set of key information or those kinds\r\n\r\n610\r\n00:34:48,250 --&gt; 00:34:50,370\r\nof things. And so we're working with a number of\r\n\r\n611\r\n00:34:50,370 --&gt; 00:34:53,610\r\npartners, we're always working with companies and then of course\r\n\r\n612\r\n00:34:53,790 --&gt; 00:34:56,990\r\nworking with Genesys as well to explore the opportunities and\r\n\r\n613\r\n00:34:57,030 --&gt; 00:34:59,870\r\nthe ways to build more integrations, but we're working on\r\n\r\n614\r\n00:34:59,870 --&gt; 00:35:05,500\r\nthat core fundamental capability thus far. Across the board, there\r\n\r\n615\r\n00:35:05,500 --&gt; 00:35:08,770\r\nare other integrations that are coming to Microsoft Teams in\r\n\r\n616\r\n00:35:08,770 --&gt; 00:35:13,450\r\nother ways to go extend the experiences. For example, I\r\n\r\n617\r\n00:35:13,450 --&gt; 00:35:18,100\r\nsee one question about is there Salesforce integration we have?\r\n\r\n618\r\n00:35:18,360 --&gt; 00:35:22,840\r\nAt least Salesforce integration now recently available inside of Microsoft\r\n\r\n619\r\n00:35:22,840 --&gt; 00:35:25,570\r\nTeams as well, and so there's always that opportunity to\r\n\r\n620\r\n00:35:25,570 --&gt; 00:35:28,620\r\nmaybe put together multiple applications that create those really dynamic\r\n\r\n621\r\n00:35:28,620 --&gt; 00:35:32,220\r\nwork spaces to help people get the answers they need.\r\n\r\n622\r\n00:35:32,270 --&gt; 00:35:34,770\r\nBut that's a little bit more on the Teams side.\r\n\r\n623\r\n00:35:34,770 --&gt; 00:35:38,130\r\nWe're building out more integration possibilities and working with partners\r\n\r\n624\r\n00:35:38,130 --&gt; 00:35:46,630\r\nto go build on top of it. okay? Sorry. Thanks.\r\n\r\n625\r\n00:35:46,980 --&gt; 00:35:49,810\r\nI'll add on to that. On the future of the\r\n\r\n626\r\n00:35:49,860 --&gt; 00:35:54,010\r\nMicrosoft Teams integration with Genesys Cloud, specifically. We're really at\r\n\r\n627\r\n00:35:54,010 --&gt; 00:35:56,940\r\nversion 1.0 right now. We're very happy to have this\r\n\r\n628\r\n00:35:56,940 --&gt; 00:36:00,470\r\ninitial release out, and are already getting feedback both from\r\n\r\n629\r\n00:36:00,470 --&gt; 00:36:03,330\r\nbeta customers as well as early adopters of the integration.\r\n\r\n630\r\n00:36:03,890 --&gt; 00:36:05,600\r\nSome of the hot areas that we have already heard\r\n\r\n631\r\n00:36:05,600 --&gt; 00:36:07,600\r\nabout, and there's been some questions in the chat already\r\n\r\n632\r\n00:36:07,600 --&gt; 00:36:10,810\r\naround a fuller presence sync, which we are working towards.\r\n\r\n633\r\n00:36:11,780 --&gt; 00:36:14,820\r\nThere's been a lot of questions around chat and potentially\r\n\r\n634\r\n00:36:14,820 --&gt; 00:36:19,160\r\nvideo integration as well. And then a number of potential\r\n\r\n635\r\n00:36:19,160 --&gt; 00:36:23,500\r\nimprovements on the telephony side, getting specifically our Genesys Cloud\r\n\r\n636\r\n00:36:24,360 --&gt; 00:36:27,320\r\nAWS based edges certified for use with Microsoft Teams as\r\n\r\n637\r\n00:36:27,320 --&gt; 00:36:34,430\r\na potential option, more embedded or integrated call controls from\r\n\r\n638\r\n00:36:34,430 --&gt; 00:36:36,900\r\nTeams within Genesys Cloud is another area that we can\r\n\r\n639\r\n00:36:36,900 --&gt; 00:36:39,540\r\nlook into as well. So there's a lot of fast\r\n\r\n640\r\n00:36:39,540 --&gt; 00:36:42,380\r\nforward and some really good ideas we're already getting from\r\n\r\n641\r\n00:36:42,380 --&gt; 00:36:45,320\r\nthe client community and we continue to seek that feedback\r\n\r\n642\r\n00:36:45,320 --&gt; 00:36:47,740\r\nhere as we've really just launched in the past couple\r\n\r\n643\r\n00:36:47,740 --&gt; 00:36:51,110\r\nof weeks and will be writing more Roadmap information over\r\n\r\n644\r\n00:36:51,110 --&gt; 00:36:55,700\r\nthe coming weeks and months. Okay, follow up with that,\r\n\r\n645\r\n00:36:55,700 --&gt; 00:36:58,700\r\nTrey. Is there any information that you can give about\r\n\r\n646\r\n00:36:58,700 --&gt; 00:37:02,290\r\npotential integrations, in addition to Genesys Cloud for our current\r\n\r\n647\r\n00:37:02,290 --&gt; 00:37:08,170\r\nConnect customers? No plan to integrate Teams with Connect at\r\n\r\n648\r\n00:37:08,170 --&gt; 00:37:12,480\r\nthis time. There is an integration plan for Genesys and\r\n\r\n649\r\n00:37:12,500 --&gt; 00:37:16,560\r\nEngage, as well as some other Microsoft- related activities around\r\n\r\n650\r\n00:37:16,560 --&gt; 00:37:19,380\r\nEngage, but at this time there's no plan to integrate\r\n\r\n651\r\n00:37:19,380 --&gt; 00:37:26,650\r\nwith Connect. Thank you sir. All right, the next question\r\n\r\n652\r\n00:37:26,650 --&gt; 00:37:35,780\r\nhere... Is there going to be a replay? Yes, I'm going to answer that really\r\n\r\n653\r\n00:37:35,780 --&gt; 00:37:39,620\r\nfast, so instead of a reply you'll have a the\r\n\r\n654\r\n00:37:39,620 --&gt; 00:37:41,910\r\non demands that you can use at your convenience. You'll\r\n\r\n655\r\n00:37:41,910 --&gt; 00:37:44,340\r\nreceive that via email from ON24 within the next few\r\n\r\n656\r\n00:37:44,340 --&gt; 00:37:46,920\r\nbusiness days. So feel free to share that out. We\r\n\r\n657\r\n00:37:46,920 --&gt; 00:37:49,750\r\nwould love for you to be able to get that\r\n\r\n658\r\n00:37:49,750 --&gt; 00:37:56,140\r\ninformation out there. The next question is, when the calls\r\n\r\n659\r\n00:37:56,140 --&gt; 00:38:00,450\r\nare transferred to Teams, will it still record the sessions,\r\n\r\n660\r\n00:38:00,450 --&gt; 00:38:04,210\r\nor will it stop said recording and opened up a new\r\n\r\n661\r\n00:38:04,210 --&gt; 00:38:07,930\r\ncall recording when it's transferred, could you answer a little bit about that,\r\n\r\n662\r\n00:38:07,930 --&gt; 00:38:19,150\r\nTrey? Can you restate the question? I'm not sure I understood it. It's about recordings. Yeah. Whenever\r\n\r\n663\r\n00:38:19,150 --&gt; 00:38:21,820\r\na call's being recorded in Genesys Cloud and you transfer\r\n\r\n664\r\n00:38:21,820 --&gt; 00:38:25,340\r\nit from Genesys Cloud to Microsoft Teams or vice versa,\r\n\r\n665\r\n00:38:25,400 --&gt; 00:38:28,760\r\nwill it continue to record that entire call, or will\r\n\r\n666\r\n00:38:28,760 --&gt; 00:38:31,900\r\nit separate them into separate recordings based on the transfer\r\n\r\n667\r\n00:38:31,900 --&gt; 00:38:35,800\r\nto each individual system. Yeah, good question, thank you. So\r\n\r\n668\r\n00:38:37,130 --&gt; 00:38:41,020\r\njust as a upfront statement, the intended call flow is\r\n\r\n669\r\n00:38:41,120 --&gt; 00:38:44,310\r\none directional for the most part. To send calls from\r\n\r\n670\r\n00:38:44,310 --&gt; 00:38:47,030\r\na Genesys Cloud agent to a Microsoft Teams back office\r\n\r\n671\r\n00:38:47,030 --&gt; 00:38:50,380\r\nuser, and in that workflow, when the calls hit our\r\n\r\n672\r\n00:38:50,380 --&gt; 00:38:54,270\r\nedges, and the calls land on the Genesys Cloud side,\r\n\r\n673\r\n00:38:54,360 --&gt; 00:38:57,110\r\nand the agent starts the recording, or the recording is\r\n\r\n674\r\n00:38:57,110 --&gt; 00:39:01,330\r\nautomatically started, we will continue that recording even if the\r\n\r\n675\r\n00:39:01,330 --&gt; 00:39:03,780\r\ncall is transferred over to the Teams user and the\r\n\r\n676\r\n00:39:03,780 --&gt; 00:39:07,070\r\nagent drops off. So the description I typically use is\r\n\r\n677\r\n00:39:07,070 --&gt; 00:39:09,840\r\nso long as the call hits our edges, from that\r\n\r\n678\r\n00:39:09,840 --&gt; 00:39:13,610\r\npoint forward we'll be able to maintain the recording. The\r\n\r\n679\r\n00:39:13,610 --&gt; 00:39:16,840\r\nother direction is possible, but we won't be able to\r\n\r\n680\r\n00:39:16,840 --&gt; 00:39:20,900\r\nactually have the recording in our system until it lands\r\n\r\n681\r\n00:39:20,900 --&gt; 00:39:24,430\r\non our side, so nothing before it lands on Genesys\r\n\r\n682\r\n00:39:24,430 --&gt; 00:39:26,190\r\nCloud will be able to be recorded, at least from\r\n\r\n683\r\n00:39:26,190 --&gt; 00:39:29,390\r\nGenesys Cloud. But again, keeping in mind the typical flow\r\n\r\n684\r\n00:39:29,390 --&gt; 00:39:32,450\r\nis Genesys Cloud agent over to a Teams user, we\r\n\r\n685\r\n00:39:32,450 --&gt; 00:39:36,610\r\ncan handle the recording through that entire workflow. And I\r\n\r\n686\r\n00:39:36,610 --&gt; 00:39:40,620\r\nassume the same is said from a reporting standpoint as well?\r\n\r\n687\r\n00:39:41,640 --&gt; 00:39:45,450\r\nThat's correct, yeah. And just as maybe a broader statement,\r\n\r\n688\r\n00:39:45,480 --&gt; 00:39:49,370\r\nwe are leveraging our existing BYOC capability set for our\r\n\r\n689\r\n00:39:49,370 --&gt; 00:39:53,140\r\nintegration to the SPC that's then connected to Teams, so\r\n\r\n690\r\n00:39:53,140 --&gt; 00:39:58,110\r\nall of the reporting, analytics, recording capabilities that you would\r\n\r\n691\r\n00:39:58,110 --&gt; 00:40:03,420\r\nexpect from any BYOC connection, or voice interaction that flows\r\n\r\n692\r\n00:40:03,420 --&gt; 00:40:06,610\r\nacross a BYOC connection are available with the Teams integration\r\n\r\n693\r\n00:40:06,610 --&gt; 00:40:12,380\r\nas well. Awesome. Well hopefully that gets that series of\r\n\r\n694\r\n00:40:12,380 --&gt; 00:40:21,020\r\nquestions answered. The next question here is, from the respectively\r\n\r\n695\r\n00:40:21,020 --&gt; 00:40:24,210\r\ninteraction tab, how will a call be listed in that\r\n\r\n696\r\n00:40:24,450 --&gt; 00:40:35,100\r\nview? If I think I'm hearing the question correctly, there's\r\n\r\n697\r\n00:40:35,100 --&gt; 00:40:40,840\r\nno differentiation or different representation for a call that comes\r\n\r\n698\r\n00:40:40,840 --&gt; 00:40:45,920\r\ninto Genesys Cloud prior to it being transferred to Teams.\r\n\r\n699\r\n00:40:45,920 --&gt; 00:40:50,950\r\nWhen it is transferred to Teams, there's not a designation\r\n\r\n700\r\n00:40:50,950 --&gt; 00:40:54,840\r\nthat it's been sent over to teams, so I'm not\r\n\r\n701\r\n00:40:54,840 --&gt; 00:40:57,880\r\nreally sure exactly how to answer that question. I think\r\n\r\n702\r\n00:40:57,880 --&gt; 00:41:04,830\r\nthe answer is there's no necessarily differentiation between a call\r\n\r\n703\r\n00:41:04,830 --&gt; 00:41:08,290\r\nthat is handed off to Teams versus one that isn't.\r\n\r\n704\r\n00:41:08,290 --&gt; 00:41:11,240\r\nThat's an improvement we could look to make. Also could\r\n\r\n705\r\n00:41:11,240 --&gt; 00:41:16,550\r\nbe done through some of the SIP header in the\r\n\r\n706\r\n00:41:16,550 --&gt; 00:41:18,620\r\nway that that a call transferred itself, might be possible\r\n\r\n707\r\n00:41:18,620 --&gt; 00:41:20,330\r\nto extract some of that, but as of right now,\r\n\r\n708\r\n00:41:20,330 --&gt; 00:41:23,350\r\nin terms of productized view of show me all the\r\n\r\n709\r\n00:41:23,350 --&gt; 00:41:26,570\r\ncalls that have been sent to Teams users, I don't\r\n\r\n710\r\n00:41:26,570 --&gt; 00:41:29,030\r\nbelieve we have that, but that's an interesting suggestion. It's the\r\n\r\n711\r\n00:41:29,030 --&gt; 00:41:34,580\r\nfirst time I've heard that. A big question that everybody really\r\n\r\n712\r\n00:41:34,580 --&gt; 00:41:36,820\r\nwants to know, so I might direct this to you, Chris,\r\n\r\n713\r\n00:41:36,820 --&gt; 00:41:45,480\r\nis when is this product integration going to be available? This\r\n\r\n714\r\n00:41:45,480 --&gt; 00:41:48,130\r\nmonth, I believe, and Trey's going to shake his head\r\n\r\n715\r\n00:41:48,130 --&gt; 00:41:51,570\r\none way or another, but the great news is that\r\n\r\n716\r\n00:41:51,610 --&gt; 00:41:55,440\r\nwe've showing you stuff that you can immediately take advantage\r\n\r\n717\r\n00:41:55,440 --&gt; 00:41:59,320\r\nof. If this is appealing, please check it out. There's\r\n\r\n718\r\n00:41:59,320 --&gt; 00:42:03,150\r\na registration page onscreen here. You can get started with\r\n\r\n719\r\n00:42:03,380 --&gt; 00:42:09,320\r\nMicrosoft and Genesys Cloud and check out the details. There's\r\n\r\n720\r\n00:42:09,320 --&gt; 00:42:11,500\r\na lot of questions I'm seeing about how the integration\r\n\r\n721\r\n00:42:11,500 --&gt; 00:42:15,710\r\nworks, about licensing impacts as well, which there's some good\r\n\r\n722\r\n00:42:15,710 --&gt; 00:42:20,520\r\nnews on. I think the simple answer you do not\r\n\r\n723\r\n00:42:20,520 --&gt; 00:42:23,930\r\nneed to consume a pure license for all of your\r\n\r\n724\r\n00:42:23,930 --&gt; 00:42:27,440\r\nTeams agents. That's one of the real big advantages of\r\n\r\n725\r\n00:42:27,440 --&gt; 00:42:31,760\r\nthis type of integration. It's both Microsoft and Genesys coming\r\n\r\n726\r\n00:42:31,760 --&gt; 00:42:35,950\r\ntogether to have an integration that is beneficial without necessarily\r\n\r\n727\r\n00:42:35,950 --&gt; 00:42:39,480\r\nhaving to charge you licensing for the whole lot. So\r\n\r\n728\r\n00:42:39,910 --&gt; 00:42:42,730\r\nplease do check it out that page. Trey, I'm not sure that I\r\n\r\n729\r\n00:42:42,730 --&gt; 00:42:49,260\r\nadd any color commentary there on any licensing impacts. Yeah,\r\n\r\n730\r\n00:42:49,260 --&gt; 00:42:51,780\r\nI'll just note on the first part of the question\r\n\r\n731\r\n00:42:51,780 --&gt; 00:42:55,970\r\nabout availability. We launched in mid- October, so everything I've shown you\r\n\r\n732\r\n00:42:55,970 --&gt; 00:42:59,120\r\ntoday is able to be installed and used inside of\r\n\r\n733\r\n00:42:59,120 --&gt; 00:43:02,890\r\nyour Genesys Cloud and Teams orgs. So please go check\r\n\r\n734\r\n00:43:02,890 --&gt; 00:43:04,660\r\nout the information that'll be provided as a part of\r\n\r\n735\r\n00:43:05,120 --&gt; 00:43:08,740\r\nthe links in the webinar. And then on the licensing\r\n\r\n736\r\n00:43:08,740 --&gt; 00:43:11,630\r\nside, that's correct. Maybe to state it in a slightly\r\n\r\n737\r\n00:43:11,630 --&gt; 00:43:14,320\r\ndifferent way, our goal is to enable your Teams users\r\n\r\n738\r\n00:43:14,320 --&gt; 00:43:16,960\r\nto stay on Teams, and you contact center to stay\r\n\r\n739\r\n00:43:16,960 --&gt; 00:43:20,440\r\non Genesys Cloud, and have those users operate in the\r\n\r\n740\r\n00:43:20,440 --&gt; 00:43:23,900\r\nplatform that's most appropriate for them. Technically, we will be\r\n\r\n741\r\n00:43:23,900 --&gt; 00:43:27,300\r\ncreating accounts in Genesys Cloud for all the Teams users\r\n\r\n742\r\n00:43:27,300 --&gt; 00:43:30,690\r\nthat are synced over. The reason for that is we\r\n\r\n743\r\n00:43:30,690 --&gt; 00:43:33,010\r\nwant the agents to be able to use the native\r\n\r\n744\r\n00:43:33,010 --&gt; 00:43:36,570\r\ndirectory search. The minimum license requirement for those users is\r\n\r\n745\r\n00:43:36,570 --&gt; 00:43:39,480\r\ncommunicate, but if they don't log into our platform, which\r\n\r\n746\r\n00:43:39,590 --&gt; 00:43:42,340\r\nwe don't expect most back office Teams users who are\r\n\r\n747\r\n00:43:42,440 --&gt; 00:43:44,930\r\nsolely operating on Teams to do. We're not going to charge\r\n\r\n748\r\n00:43:44,930 --&gt; 00:43:48,700\r\nyou for those users. So we're technically creating accounts and\r\n\r\n749\r\n00:43:48,700 --&gt; 00:43:52,510\r\nthey technically have a communicate minimum license, but again, since\r\n\r\n750\r\n00:43:52,510 --&gt; 00:43:54,330\r\nthey won't be using our platform we don't intend to\r\n\r\n751\r\n00:43:54,330 --&gt; 00:43:59,680\r\ncharge for users. Yeah and real quick on the Microsoft\r\n\r\n752\r\n00:43:59,680 --&gt; 00:44:02,060\r\nTeams side, as long as you have a paid version\r\n\r\n753\r\n00:44:02,060 --&gt; 00:44:04,600\r\nof Microsoft Teams, as long as you have Office 365,\r\n\r\n754\r\n00:44:05,050 --&gt; 00:44:12,300\r\nthere's no additional license on that side. Okay. We'll go\r\n\r\n755\r\n00:44:12,300 --&gt; 00:44:18,660\r\ninto our next question here. So does this demo act\r\n\r\n756\r\n00:44:18,660 --&gt; 00:44:22,080\r\nas the same for those using a Salesforce CTI on\r\n\r\n757\r\n00:44:22,080 --&gt; 00:44:26,110\r\nthe contacts on the agent's side, with the back office use\r\n\r\n758\r\n00:44:26,110 --&gt; 00:44:30,440\r\ncase demo that you showed? Yeah, I'll take that one.\r\n\r\n759\r\n00:44:31,620 --&gt; 00:44:36,210\r\nThe Salesforce client will be able to transfer calls to\r\n\r\n760\r\n00:44:36,340 --&gt; 00:44:39,130\r\nthe Genesys Cloud account. So this piggybacks a little bit\r\n\r\n761\r\n00:44:39,130 --&gt; 00:44:42,160\r\noff of my previous answer in that because we're creating\r\n\r\n762\r\n00:44:42,190 --&gt; 00:44:45,360\r\nnative Genesys Cloud accounts for these Teams users, they're visible\r\n\r\n763\r\n00:44:45,360 --&gt; 00:44:50,610\r\nwithin the call transfer and are targetable for call transfers.\r\n\r\n764\r\n00:44:51,180 --&gt; 00:44:54,430\r\nWe don't yet have the badging or presence information displayed\r\n\r\n765\r\n00:44:54,430 --&gt; 00:44:58,440\r\nwithin the Salesforce or other embedded framework clients, but those\r\n\r\n766\r\n00:44:58,440 --&gt; 00:45:01,040\r\nare enhancements that we are looking to make. So some\r\n\r\n767\r\n00:45:01,040 --&gt; 00:45:04,840\r\nof the workflow is there. This is something that's popped\r\n\r\n768\r\n00:45:04,840 --&gt; 00:45:08,070\r\nup a little more recently and is very interesting from\r\n\r\n769\r\n00:45:08,070 --&gt; 00:45:11,810\r\nthe perspective of it's really an integration between three products to some\r\n\r\n770\r\n00:45:11,810 --&gt; 00:45:15,140\r\ndegree, Salesforce, Genesys Cloud and Teams, and that's a new\r\n\r\n771\r\n00:45:15,140 --&gt; 00:45:17,860\r\nsituation for us. So we are looking at our options\r\n\r\n772\r\n00:45:17,860 --&gt; 00:45:26,420\r\nbut we have partial support for that today. All right,\r\n\r\n773\r\n00:45:26,420 --&gt; 00:45:31,370\r\nour next question here. Will chat be part of this\r\n\r\n774\r\n00:45:31,370 --&gt; 00:45:33,910\r\nintegration as well, or is it strictly going to be\r\n\r\n775\r\n00:45:33,910 --&gt; 00:45:38,470\r\nvoice capability? Yeah, I mentioned this a little bit in\r\n\r\n776\r\n00:45:38,470 --&gt; 00:45:41,820\r\nmy response to the what does the future look like\r\n\r\n777\r\n00:45:41,820 --&gt; 00:45:45,900\r\nin Roadmap? We certainly would like to have what we\r\n\r\n778\r\n00:45:45,900 --&gt; 00:45:49,180\r\ncall chat federation. It's typically the way that we talk\r\n\r\n779\r\n00:45:49,180 --&gt; 00:45:50,610\r\nabout this and the idea that you can send a\r\n\r\n780\r\n00:45:50,610 --&gt; 00:45:55,190\r\nmessage from one platform to the other. We're still investigating\r\n\r\n781\r\n00:45:55,190 --&gt; 00:45:59,270\r\nthat, and the technical feasibility, but it is certainly a goal\r\n\r\n782\r\n00:45:59,270 --&gt; 00:46:00,810\r\nthat we want to achieve, is to be able to\r\n\r\n783\r\n00:46:00,810 --&gt; 00:46:03,420\r\nsend chat messages back and forth. I think the most\r\n\r\n784\r\n00:46:03,490 --&gt; 00:46:06,290\r\nprevalent use case around that is the idea that the\r\n\r\n785\r\n00:46:06,290 --&gt; 00:46:10,330\r\nagent pre- qualifies the Teams user as available, based on\r\n\r\n786\r\n00:46:10,330 --&gt; 00:46:12,940\r\nmore than just their presence information. A lot of times\r\n\r\n787\r\n00:46:12,940 --&gt; 00:46:15,690\r\npeople will set themselves to available and then maybe step\r\n\r\n788\r\n00:46:15,690 --&gt; 00:46:18,940\r\naway for a moment and being able to send a\r\n\r\n789\r\n00:46:19,090 --&gt; 00:46:21,820\r\nquick chat message to say hey, are you actually available,\r\n\r\n790\r\n00:46:21,820 --&gt; 00:46:26,060\r\nis useful. It echoes some of the feedback we've already\r\n\r\n791\r\n00:46:26,060 --&gt; 00:46:28,470\r\nheard from our customers and we are certainly looking into\r\n\r\n792\r\n00:46:28,470 --&gt; 00:46:33,780\r\nit. Great. This might be a question for both you,\r\n\r\n793\r\n00:46:33,780 --&gt; 00:46:36,670\r\nTrey, and if you want to add to it, Mike, you're welcome\r\n\r\n794\r\n00:46:36,670 --&gt; 00:46:39,180\r\nto. So once the client is on with a Teams\r\n\r\n795\r\n00:46:39,180 --&gt; 00:46:41,790\r\nuser, and they are currently a Teams user, will they\r\n\r\n796\r\n00:46:41,790 --&gt; 00:46:44,350\r\nbe able to use all the functions within Teams? For\r\n\r\n797\r\n00:46:44,350 --&gt; 00:46:48,980\r\ninstance, add people, present, create new teams, share files, et\r\n\r\n798\r\n00:46:48,980 --&gt; 00:47:01,090\r\ncetera? I'm going to Sorry, go ahead. Go ahead. From the perspective\r\n\r\n799\r\n00:47:01,090 --&gt; 00:47:04,230\r\nof the Teams user, it's an incoming Teams call and\r\n\r\n800\r\n00:47:04,740 --&gt; 00:47:07,780\r\nwe've been extending the set of capabilities so that users\r\n\r\n801\r\n00:47:07,780 --&gt; 00:47:12,300\r\ncan multitask and those kinds of things. As they take\r\n\r\n802\r\n00:47:12,300 --&gt; 00:47:14,900\r\na call, they can look at other information inside of\r\n\r\n803\r\n00:47:14,900 --&gt; 00:47:17,590\r\ntheir teams, they can maybe use chat functionality to go\r\n\r\n804\r\n00:47:17,590 --&gt; 00:47:23,520\r\nask questions. So yeah, from the perspective of that Teams\r\n\r\n805\r\n00:47:23,520 --&gt; 00:47:26,530\r\nuser, it's a call and inasmuch as they can do\r\n\r\n806\r\n00:47:26,530 --&gt; 00:47:32,070\r\nother activities, inasmuch as that's advisable maybe, they can go\r\n\r\n807\r\n00:47:32,560 --&gt; 00:47:37,200\r\ntake advantage of those other activities as well. Yeah, and on the\r\n\r\n808\r\n00:47:37,200 --&gt; 00:47:40,760\r\nGenesys Cloud side, there's not yet an integration with any\r\n\r\n809\r\n00:47:41,120 --&gt; 00:47:45,150\r\nof the files or other collaboration capabilities of Teams. It will\r\n\r\n810\r\n00:47:45,150 --&gt; 00:47:49,370\r\ndepend on how the organization wants to deploy Teams to\r\n\r\n811\r\n00:47:49,460 --&gt; 00:47:52,870\r\ntheir user groups, whether it's just for back office users\r\n\r\n812\r\n00:47:52,870 --&gt; 00:47:55,380\r\nor the agents are expected to use Teams as well.\r\n\r\n813\r\n00:47:55,800 --&gt; 00:48:00,320\r\nAgain, some of this is new ground for us, given\r\n\r\n814\r\n00:48:00,420 --&gt; 00:48:03,300\r\nthat we just launched the integration, so again, good feedback\r\n\r\n815\r\n00:48:03,940 --&gt; 00:48:07,040\r\nbut nothing on the roadmap currently for any sort of\r\n\r\n816\r\n00:48:07,040 --&gt; 00:48:13,840\r\nfile or document sharing between the. Okay. This is more\r\n\r\n817\r\n00:48:13,840 --&gt; 00:48:16,630\r\nof I guess an interface question on how interactions have\r\n\r\n818\r\n00:48:16,630 --&gt; 00:48:18,930\r\ncome in and what they'll look like. If someone tries\r\n\r\n819\r\n00:48:18,930 --&gt; 00:48:22,650\r\nto review previous interactions for the customer or conversation occurred\r\n\r\n820\r\n00:48:22,730 --&gt; 00:48:26,810\r\nfrom Genesys Cloud to Teams, will they appear differently from\r\n\r\n821\r\n00:48:27,350 --&gt; 00:48:29,610\r\nthe others in terms of a normal inbound or outbound\r\n\r\n822\r\n00:48:29,610 --&gt; 00:48:36,220\r\ninteraction? Yeah, I touched on this just a minute ago.\r\n\r\n823\r\n00:48:36,600 --&gt; 00:48:40,540\r\nThere's no necessarily designation or indication that the call went\r\n\r\n824\r\n00:48:40,540 --&gt; 00:48:43,700\r\nto a Teams user. Again, that's an interesting enhancement that\r\n\r\n825\r\n00:48:43,700 --&gt; 00:48:46,380\r\nwe could see. Certainly the fact that the call was\r\n\r\n826\r\n00:48:46,380 --&gt; 00:48:49,980\r\ntransferred and who it was transferred to would be present\r\n\r\n827\r\n00:48:49,980 --&gt; 00:48:55,650\r\nas any other interaction. The inbound outbound part of the\r\n\r\n828\r\n00:48:55,650 --&gt; 00:48:59,510\r\nquestion is a little bit more complicated and I think\r\n\r\n829\r\n00:48:59,510 --&gt; 00:49:01,630\r\nwe'd have to dig into that more deeply for me\r\n\r\n830\r\n00:49:01,630 --&gt; 00:49:05,850\r\nto fully answer but again, we are leveraging our existing\r\n\r\n831\r\n00:49:05,860 --&gt; 00:49:09,380\r\nBYOC capabilities, which are very popular amongst our customer base.\r\n\r\n832\r\n00:49:10,090 --&gt; 00:49:14,270\r\nSo all of the capabilities and generally the way that\r\n\r\n833\r\n00:49:14,270 --&gt; 00:49:18,310\r\nthose interactions are handled is exactly the same for Teams\r\n\r\n834\r\n00:49:18,310 --&gt; 00:49:24,810\r\nas it is for our other BYOC connections. And I\r\n\r\n835\r\n00:49:24,810 --&gt; 00:49:29,130\r\nwill add too, if there's anything that you want to learn more about today, if we're\r\n\r\n836\r\n00:49:29,130 --&gt; 00:49:31,700\r\nnot able to answer them in as much detail during\r\n\r\n837\r\n00:49:31,700 --&gt; 00:49:35,080\r\nour live Q and A for answering them aloud, and\r\n\r\n838\r\n00:49:35,080 --&gt; 00:49:39,820\r\nyou still want additional information, feel free to email us at onlineevents@ genesys.\r\n\r\n839\r\n00:49:40,090 --&gt; 00:49:42,650\r\ncom, no caps or spaces, and what we can do is\r\n\r\n840\r\n00:49:42,650 --&gt; 00:49:45,490\r\nwe can set up a more in depth conversation about\r\n\r\n841\r\n00:49:45,490 --&gt; 00:49:50,600\r\nthe details that you're wanting to learn more about. Okay,\r\n\r\n842\r\n00:49:50,600 --&gt; 00:49:58,230\r\nso next question. I'm sifting through here. Does this integration\r\n\r\n843\r\n00:49:58,230 --&gt; 00:50:01,990\r\nuse the customer's direct routing SPC or a Genesys- provided\r\n\r\n844\r\n00:50:02,120 --&gt; 00:50:09,970\r\nSPC integrated with Microsoft Teams? It could be either. We\r\n\r\n845\r\n00:50:09,970 --&gt; 00:50:14,180\r\noffer SPCs to customers. We typically don't manage those on\r\n\r\n846\r\n00:50:14,180 --&gt; 00:50:16,350\r\nbehalf of the customers but we certainly can provide them.\r\n\r\n847\r\n00:50:16,830 --&gt; 00:50:19,670\r\nOr the customer can bring their own SPC, either cloud\r\n\r\n848\r\n00:50:19,670 --&gt; 00:50:22,580\r\nor premise. We have customers running on premise SPCs and\r\n\r\n849\r\n00:50:22,580 --&gt; 00:50:25,990\r\nwe also have customers running SPCs in Azure and AWS\r\n\r\n850\r\n00:50:26,390 --&gt; 00:50:31,490\r\nand in their own tech stack as well. So lots\r\n\r\n851\r\n00:50:31,490 --&gt; 00:50:35,700\r\nof flexibility there, but typically it's on you, the customer\r\n\r\n852\r\n00:50:35,700 --&gt; 00:50:44,310\r\nor partner's responsibility to manage the SPC. This next question\r\n\r\n853\r\n00:50:44,900 --&gt; 00:50:50,540\r\nis about the integration itself. If customers are already Genesys\r\n\r\n854\r\n00:50:50,540 --&gt; 00:50:54,310\r\nCloud customers today, with a BYOC SIP trunk, and they\r\n\r\n855\r\n00:50:54,310 --&gt; 00:50:58,080\r\nuse Teams as well, is there anything else required in\r\n\r\n856\r\n00:50:58,080 --&gt; 00:51:01,410\r\nterms of the service provided that they need to do, or\r\n\r\n857\r\n00:51:01,570 --&gt; 00:51:06,300\r\ndo they just need to set up with that connection? There\r\n\r\n858\r\n00:51:06,300 --&gt; 00:51:09,670\r\nis more required. We are using Azure as the source\r\n\r\n859\r\n00:51:09,670 --&gt; 00:51:14,620\r\nof truth for user sync, and the integration will also\r\n\r\n860\r\n00:51:14,880 --&gt; 00:51:17,430\r\nneed to be installed from the app foundry as well.\r\n\r\n861\r\n00:51:18,010 --&gt; 00:51:20,600\r\nWe've got some really great information in our documentation, which\r\n\r\n862\r\n00:51:20,600 --&gt; 00:51:23,720\r\nI'm happy to provide links for in the follow up\r\n\r\n863\r\n00:51:23,760 --&gt; 00:51:27,190\r\ncommunication from the webinar, but I would point primarily to\r\n\r\n864\r\n00:51:27,190 --&gt; 00:51:29,680\r\ndocumentation as a starting point for all of the check\r\n\r\n865\r\n00:51:29,680 --&gt; 00:51:31,310\r\nboxes that need to be checked to make sure the\r\n\r\n866\r\n00:51:31,310 --&gt; 00:51:37,020\r\nintegration works correctly. And when you say Azure you really mean\r\n\r\n867\r\n00:51:37,270 --&gt; 00:51:40,690\r\nAzure- active directory, that being the directory where you've got\r\n\r\n868\r\n00:51:40,690 --&gt; 00:51:43,540\r\nyour users listed, which is pretty common if you've got\r\n\r\n869\r\n00:51:43,540 --&gt; 00:51:49,810\r\nMicrosoft 365 or Office 365 deployed, to clarify, Trey. Yeah,\r\n\r\n870\r\n00:51:49,810 --&gt; 00:51:52,040\r\nthat's correct. Thank you for the clarification. I should also note that it's\r\n\r\n871\r\n00:51:52,040 --&gt; 00:51:56,670\r\nCloud Azure, because we're reliant on skim capabilities, which are\r\n\r\n872\r\n00:51:56,670 --&gt; 00:52:00,690\r\nonly currently available in Cloud AD, Cloud Azure AD. Yep.\r\n\r\n873\r\n00:52:00,990 --&gt; 00:52:15,150\r\nThat's right. Okay, the next question is, in the timeline\r\n\r\n874\r\n00:52:15,150 --&gt; 00:52:18,480\r\nof an interaction we're going to see the transfer of\r\n\r\n875\r\n00:52:19,240 --&gt; 00:52:22,300\r\nMicrosoft Teams and the name of this individual that receives\r\n\r\n876\r\n00:52:22,300 --&gt; 00:52:24,840\r\nthe call in Microsoft Teams. I guess it's a point\r\n\r\n877\r\n00:52:24,910 --&gt; 00:52:30,510\r\nof clarification there. Yeah, so it's configurable with the SIP trunk.\r\n\r\n878\r\n00:52:30,510 --&gt; 00:52:35,940\r\nThe inbound DID and caller identification is configurable to either\r\n\r\n879\r\n00:52:36,000 --&gt; 00:52:39,010\r\nwhat I showed, which was a genericized number and name,\r\n\r\n880\r\n00:52:39,010 --&gt; 00:52:41,980\r\nor you can use the individual's name and number. That\r\n\r\n881\r\n00:52:41,980 --&gt; 00:52:48,810\r\ncan be defined on the SIP trunk. Awesome. In the\r\n\r\n882\r\n00:52:48,810 --&gt; 00:52:53,400\r\nfuture of the roadmap here, will there be any ability to\r\n\r\n883\r\n00:52:53,400 --&gt; 00:52:57,570\r\nintegrate with power virtual agents within Teams, or has that been\r\n\r\n884\r\n00:52:57,570 --&gt; 00:53:04,890\r\ndiscussed on the roadmap yet? We've had very early conversations\r\n\r\n885\r\n00:53:05,570 --&gt; 00:53:09,910\r\nabout using virtual agents or the bot framework within Teams.\r\n\r\n886\r\n00:53:10,810 --&gt; 00:53:14,090\r\nNo strong plans at this point. Again, we're very early\r\n\r\n887\r\n00:53:14,090 --&gt; 00:53:18,450\r\ninto this integration and really in kind of, I would\r\n\r\n888\r\n00:53:18,450 --&gt; 00:53:22,010\r\nsay water hose mode, where we're just drinking in the\r\n\r\n889\r\n00:53:22,010 --&gt; 00:53:25,450\r\nfeedback from our customers, so it's a good call out. And\r\n\r\n890\r\n00:53:25,450 --&gt; 00:53:28,120\r\nwe've talked about it a very little bit, but nothing formally to\r\n\r\n891\r\n00:53:28,120 --&gt; 00:53:31,650\r\ncommunicate this time. If I can add to that one\r\n\r\n892\r\n00:53:31,730 --&gt; 00:53:35,920\r\na little bit, our broader plan is to absolutely consume\r\n\r\n893\r\n00:53:36,110 --&gt; 00:53:40,470\r\nMicrosoft bot framework and integrate that into the Genesys ecosystem.\r\n\r\n894\r\n00:53:41,160 --&gt; 00:53:43,270\r\nSo if there are those innovative use cases you want to\r\n\r\n895\r\n00:53:43,270 --&gt; 00:53:47,120\r\nuse the Genesys widgets and have the power virtual agents\r\n\r\n896\r\n00:53:47,120 --&gt; 00:53:50,140\r\nup front and then be serviced or connected to a\r\n\r\n897\r\n00:53:51,850 --&gt; 00:53:55,280\r\nrep that is connected to Genesys Cloud or Engage or\r\n\r\n898\r\n00:53:55,280 --&gt; 00:53:58,900\r\nPure Connect. Those things are definitely in the wheelhouse, and\r\n\r\n899\r\n00:53:59,300 --&gt; 00:54:01,330\r\nwe'd like to talk to you more about those ones.\r\n\r\n900\r\n00:54:01,920 --&gt; 00:54:05,920\r\nOutside of just having power virtual agent in Teams, there's also\r\n\r\n901\r\n00:54:06,790 --&gt; 00:54:09,330\r\nthe bot orchestration, being able to leverage lots of different\r\n\r\n902\r\n00:54:09,330 --&gt; 00:54:18,830\r\ncapabilities provided by Microsoft and others inside the framework. And\r\n\r\n903\r\n00:54:18,830 --&gt; 00:54:22,120\r\nbefore Josh's next question, I've got to say, this is probably the\r\n\r\n904\r\n00:54:22,120 --&gt; 00:54:23,940\r\nmost questions I've ever seen, and I don't think we're\r\n\r\n905\r\n00:54:23,940 --&gt; 00:54:29,590\r\ngoing to be able to get to all of them. There are pages of them, which is really, really exciting. That's\r\n\r\n906\r\n00:54:29,750 --&gt; 00:54:32,170\r\nwhat I was about to say. I was like... We have time for maybe\r\n\r\n907\r\n00:54:32,430 --&gt; 00:54:35,260\r\none or two more questions but unfortunately we're wrapping up\r\n\r\n908\r\n00:54:35,260 --&gt; 00:54:37,390\r\nhere at the end of the presentation. I feel like we've answered\r\n\r\n909\r\n00:54:37,390 --&gt; 00:54:40,350\r\na great deal of these, as we've answered other questions\r\n\r\n910\r\n00:54:40,910 --&gt; 00:54:43,330\r\nbut again, I want to stress to everybody, if you\r\n\r\n911\r\n00:54:43,330 --&gt; 00:54:47,770\r\nwant additional information, and you want that one on one\r\n\r\n912\r\n00:54:47,990 --&gt; 00:54:50,940\r\ninteraction, just go ahead and send us an email, onlineevents@\r\n\r\n913\r\n00:54:51,210 --&gt; 00:54:54,560\r\ngenesys. com, no caps or spaces, and we'll be sure\r\n\r\n914\r\n00:54:54,570 --&gt; 00:54:57,310\r\nto set up that dialogue with you. So as we\r\n\r\n915\r\n00:54:57,310 --&gt; 00:55:00,460\r\ncontinue this conversation, with this integration, will Genesys be able\r\n\r\n916\r\n00:55:00,620 --&gt; 00:55:04,290\r\nto pull over information from Microsoft's Active Directory, and vice\r\n\r\n917\r\n00:55:04,290 --&gt; 00:55:14,730\r\nversa? Yes, in fact Go ahead, Trey. Yeah, so we\r\n\r\n918\r\n00:55:14,730 --&gt; 00:55:18,750\r\nin fact are dependent on Azure Active Directory. For our\r\n\r\n919\r\n00:55:18,750 --&gt; 00:55:21,340\r\nintegration specifically, there's only a couple of fields that we\r\n\r\n920\r\n00:55:21,340 --&gt; 00:55:24,830\r\nneed to be populated; however, we know that our customers\r\n\r\n921\r\n00:55:24,830 --&gt; 00:55:30,570\r\nare heavily reliant on Azure generally. And Azure's skim capabilities\r\n\r\n922\r\n00:55:30,570 --&gt; 00:55:34,430\r\nare really robust and flexible enough that you as a\r\n\r\n923\r\n00:55:34,700 --&gt; 00:55:38,850\r\nAzure admin, or your Azure admins, can sync whatever information\r\n\r\n924\r\n00:55:38,900 --&gt; 00:55:41,660\r\nabout the individual users down that you want. So there's\r\n\r\n925\r\n00:55:41,660 --&gt; 00:55:44,550\r\nreally just a couple that we need for routines integration,\r\n\r\n926\r\n00:55:44,550 --&gt; 00:55:48,140\r\nbut we fully expect things like location and department and\r\n\r\n927\r\n00:55:48,210 --&gt; 00:55:52,460\r\nsome of the other relevant metadata about users will also\r\n\r\n928\r\n00:55:52,460 --&gt; 00:55:55,250\r\nbe synced down as well. We don't prescribe that because\r\n\r\n929\r\n00:55:55,250 --&gt; 00:55:59,700\r\nit's not necessarily required, but certainly very possible, depending on\r\n\r\n930\r\n00:55:59,700 --&gt; 00:56:02,130\r\nhow you want to configure users in the sync from\r\n\r\n931\r\n00:56:02,130 --&gt; 00:56:08,790\r\nAzure. Okay. And as a point of clarification, when a\r\n\r\n932\r\n00:56:08,790 --&gt; 00:56:12,460\r\ncall is received by a Microsoft Teams user from Genesys\r\n\r\n933\r\n00:56:12,460 --&gt; 00:56:15,960\r\nCloud, is the number displayed there the number from the\r\n\r\n934\r\n00:56:15,960 --&gt; 00:56:18,370\r\nindividual caller, or would it be the Genesys Cloud trunk\r\n\r\n935\r\n00:56:18,370 --&gt; 00:56:21,080\r\nnumber that you mentioned? That's what I was saying, it's\r\n\r\n936\r\n00:56:21,330 --&gt; 00:56:24,520\r\nconfigurable in the trunk. They can decide whether it's a\r\n\r\n937\r\n00:56:24,520 --&gt; 00:56:28,610\r\ngenericized number or whether they default back to the individual users.\r\n\r\n938\r\n00:56:28,610 --&gt; 00:56:38,080\r\nGreat. Okay, next question. I guess this is specific to\r\n\r\n939\r\n00:56:38,080 --&gt; 00:56:40,450\r\nthe Microsoft Teams integration. Are there going to be any\r\n\r\n940\r\n00:56:41,130 --&gt; 00:56:45,370\r\ncapabilities in terms of modifying notification sounds, ring tones, things\r\n\r\n941\r\n00:56:45,370 --&gt; 00:56:53,420\r\nlike that? I don't know if on the Microsoft Teams side it would be\r\n\r\n942\r\n00:56:54,230 --&gt; 00:56:57,710\r\npotentially possible to customize the ring tones specifically, but I\r\n\r\n943\r\n00:56:57,710 --&gt; 00:57:00,960\r\nthink through other technologies, bot framework and those kinds of\r\n\r\n944\r\n00:57:00,960 --&gt; 00:57:04,480\r\nthings, you can definitely add more layers to the integration\r\n\r\n945\r\n00:57:04,480 --&gt; 00:57:11,090\r\nfor sure. All right. I will say that this unfortunately\r\n\r\n946\r\n00:57:11,090 --&gt; 00:57:13,520\r\nwill be our last question. I know that we still have\r\n\r\n947\r\n00:57:13,520 --&gt; 00:57:16,780\r\nquite a few unanswered, but technically we've tried to answer\r\n\r\n948\r\n00:57:16,780 --&gt; 00:57:20,510\r\nthem through other questions that have been asked. But I will say that\r\n\r\n949\r\n00:57:21,030 --&gt; 00:57:23,430\r\nwe'll follow up with other individuals if we haven't answered\r\n\r\n950\r\n00:57:23,430 --&gt; 00:57:25,990\r\nyour question via email within the next few business days.\r\n\r\n951\r\n00:57:26,470 --&gt; 00:57:29,580\r\nAnd again, if you want that direct line of communication\r\n\r\n952\r\n00:57:29,580 --&gt; 00:57:31,330\r\njust feel free to email us. We'd love to set\r\n\r\n953\r\n00:57:31,330 --&gt; 00:57:37,480\r\nup that conversation. So the last question is here, do\r\n\r\n954\r\n00:57:37,480 --&gt; 00:57:42,720\r\nyou require AAD premiums, or can this be a basic\r\n\r\n955\r\n00:57:42,720 --&gt; 00:57:52,480\r\npart of the account that you set up? Yeah, Trey.\r\n\r\n956\r\n00:57:55,100 --&gt; 00:57:59,460\r\nI can't imagine that it would require AAD premium, but\r\n\r\n957\r\n00:57:59,460 --&gt; 00:58:04,310\r\nyou might know for sure. Unfortunately I don't. I'm just not\r\n\r\n958\r\n00:58:04,950 --&gt; 00:58:08,890\r\nan expert on the different Microsoft licensing tiers, especially when\r\n\r\n959\r\n00:58:08,890 --&gt; 00:58:11,460\r\nit comes to AD. I know it works with premium,\r\n\r\n960\r\n00:58:11,460 --&gt; 00:58:14,080\r\nbut how far down the stack that goes I'm not\r\n\r\n961\r\n00:58:14,080 --&gt; 00:58:16,860\r\nsure. We can double check the answer to that question, but I'm\r\n\r\n962\r\n00:58:16,860 --&gt; 00:58:25,210\r\npretty sure that it wouldn't require AD premium. Awesome. Okay. So, with that being\r\n\r\n963\r\n00:58:25,210 --&gt; 00:58:28,090\r\nsaid, that was our last question. I'm actually going to\r\n\r\n964\r\n00:58:28,090 --&gt; 00:58:31,470\r\nhand it back to Chris to talk about next step\r\n\r\n965\r\n00:58:31,470 --&gt; 00:58:35,350\r\nin terms of the getting started with this integration, and\r\n\r\n966\r\n00:58:35,350 --&gt; 00:58:44,100\r\nthen from there I'll wrap up here in a sec, so Chris, pull us back. Sure. First, thank you to our audience. Without\r\n\r\n967\r\n00:58:44,640 --&gt; 00:58:46,730\r\nyou guys attending we would not get these many questions.\r\n\r\n968\r\n00:58:46,730 --&gt; 00:58:50,500\r\nI'm really heartened to see the interest. Also, to Mike\r\n\r\n969\r\n00:58:50,500 --&gt; 00:58:53,840\r\nand Trey, fantastic speakers. I know we'll be kept busy\r\n\r\n970\r\n00:58:53,840 --&gt; 00:58:56,040\r\nfor the next couple of days answering all these questions,\r\n\r\n971\r\n00:58:56,150 --&gt; 00:58:59,180\r\nso thank you very much. If you are interested in\r\n\r\n972\r\n00:58:59,180 --&gt; 00:59:01,930\r\nthis integration, it certainly seems that you are, please check\r\n\r\n973\r\n00:59:01,930 --&gt; 00:59:04,400\r\nout this link. We have an offer and a campaign\r\n\r\n974\r\n00:59:04,400 --&gt; 00:59:08,160\r\nhere that we're just launching. This is the first webinar,\r\n\r\n975\r\n00:59:08,400 --&gt; 00:59:11,960\r\nwe've spoken about it, so please visit this link, check\r\n\r\n976\r\n00:59:11,960 --&gt; 00:59:15,210\r\nout some more information about how this works. I'd also\r\n\r\n977\r\n00:59:15,210 --&gt; 00:59:17,930\r\npoint out that there's been many, many questions that are\r\n\r\n978\r\n00:59:17,930 --&gt; 00:59:21,800\r\nin our Genesys Cloud resource center. So if you haven't checked out\r\n\r\n979\r\n00:59:21,800 --&gt; 00:59:24,480\r\nthe resource center, please do. It tells you all about\r\n\r\n980\r\n00:59:24,480 --&gt; 00:59:27,090\r\nhow to configure Genesys Cloud, some of the features that\r\n\r\n981\r\n00:59:27,090 --&gt; 00:59:30,460\r\nare available and also the other integrations that are available\r\n\r\n982\r\n00:59:30,460 --&gt; 00:59:33,240\r\nthrough Genesys Cloud that you might want to glue together\r\n\r\n983\r\n00:59:33,680 --&gt; 00:59:37,510\r\nto create that next generation experience. So from my house\r\n\r\n984\r\n00:59:37,510 --&gt; 00:59:40,480\r\nprobably to your house, thank you very much for attending.\r\n\r\n985\r\n00:59:41,070 --&gt; 00:59:42,980\r\nLook forward to speaking to you all again in the\r\n\r\n986\r\n00:59:42,980 --&gt; 00:59:49,620\r\nfuture. Thank you so much. So, with all that being said, we're going\r\n\r\n987\r\n00:59:50,000 --&gt; 00:59:53,510\r\nto go ahead and wrap up today's presentation. So don't\r\n\r\n988\r\n00:59:53,510 --&gt; 00:59:55,760\r\nforget to take advantage of the link Chris just mentioned. We've\r\n\r\n989\r\n00:59:55,760 --&gt; 00:59:59,840\r\nalso got additional resources within your resource list that will\r\n\r\n990\r\n00:59:59,840 --&gt; 01:00:02,150\r\nexpand on today's topic of not only integration but give\r\n\r\n991\r\n01:00:02,150 --&gt; 01:00:05,530\r\nyou additional information about the Microsoft Teams connection with Genesys Cloud.\r\n\r\n992\r\n01:00:06,600 --&gt; 01:00:08,710\r\nSo be sure to click on those reports they they'll\r\n\r\n993\r\n01:00:08,710 --&gt; 01:00:11,350\r\nopen up in a new tab. Also as a friendly\r\n\r\n994\r\n01:00:11,350 --&gt; 01:00:16,160\r\nreminder, we do appreciate your feedback, so I know today's\r\n\r\n995\r\n01:00:16,280 --&gt; 01:00:19,030\r\nsession, based on the number of questions, everybody was interested\r\n\r\n996\r\n01:00:19,040 --&gt; 01:00:21,010\r\nso we would love to collect your feedback about how\r\n\r\n997\r\n01:00:21,010 --&gt; 01:00:24,200\r\nwe can improve these conversations for the future, so if you\r\n\r\n998\r\n01:00:24,200 --&gt; 01:00:27,560\r\ndon't mind filling out that brief survey, we'd love to\r\n\r\n999\r\n01:00:27,560 --&gt; 01:00:32,170\r\nincorporate that feedback into upcoming digital events from Genesys. Also\r\n\r\n1000\r\n01:00:32,170 --&gt; 01:00:34,070\r\nknow that this was recorded, so you're going to receive an\r\n\r\n1001\r\n01:00:34,070 --&gt; 01:00:37,130\r\non demand recording via email, within the next few business days from\r\n\r\n1002\r\n01:00:37,280 --&gt; 01:00:40,030\r\nON24 that'll have full playback capability so you'll be able\r\n\r\n1003\r\n01:00:40,030 --&gt; 01:00:43,360\r\nto pause, play, expand your screen just as you were\r\n\r\n1004\r\n01:00:43,360 --&gt; 01:00:44,900\r\nin the live session, so you can take any kind\r\n\r\n1005\r\n01:00:44,900 --&gt; 01:00:47,440\r\nof screenshots or anything like that, it will have, again, full\r\n\r\n1006\r\n01:00:47,440 --&gt; 01:00:51,170\r\nplayback capabilities and that will be available to you within the next\r\n\r\n1007\r\n01:00:51,170 --&gt; 01:00:54,730\r\nday or so. And lastly, be sure to check out\r\n\r\n1008\r\n01:00:54,740 --&gt; 01:00:58,230\r\nour Technology Focus podcast, Tech Talks in 20, located at\r\n\r\n1009\r\n01:00:58,290 --&gt; 01:01:00,330\r\nthe widget below, if you want to hear more about\r\n\r\n1010\r\n01:01:00,330 --&gt; 01:01:03,100\r\nwhat Genesys has to offer in terms of Genesys Cloud\r\n\r\n1011\r\n01:01:03,100 --&gt; 01:01:08,270\r\nor the other products within our portfolio. Be sure to\r\n\r\n1012\r\n01:01:08,270 --&gt; 01:01:10,970\r\ncheck out that widget below, where you can hear bite- sized\r\n\r\n1013\r\n01:01:10,970 --&gt; 01:01:14,990\r\nepisodes. And with all that being said, on behalf of\r\n\r\n1014\r\n01:01:14,990 --&gt; 01:01:17,990\r\nChris, Mike, Trey and the entire Genesys team, thank you\r\n\r\n1015\r\n01:01:17,990 --&gt; 01:01:21,490\r\nagain for joining today's webcast, Integrate Microsoft Teams with Genesys\r\n\r\n1016\r\n01:01:21,490 --&gt; 01:01:23,840\r\nCloud. Until next time, have a good one, everyone.[mktoform form_type=\"hot\" cta_header=\"WATCH THE ON-DEMAND RECORDING\" cta_button=\"Watch Now!\" cms_hold=\"RG\" cid_id=\"7011T000001kxdnQAA\"]\r\nMeet the Speakers\r\n\r\nChris Connolly\r\nVice President, Solution Strategy\r\nGenesys\r\n\r\nMike Ammerlaan\r\nDirector, Product Marketing\r\nMicrosoft 365 Ecosystem\r\n\r\nTrey Buck\r\nSenior Product Manager\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Analyst,Genesys Cloud,genesys cloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/ccaas-in-2020-trends-informing-the-movement?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Analyst Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">CCaaS in 2020: Trends informing the movement<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nAnalyst Webinar\r\n\r\nCCaaS in 2020: Trends informing the movement\r\n[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\u00a0flexibility, agility, scale and speed.\u00a0\r\n\r\nThe Integral Care of Travis County in Texas\u00a0and\u00a0Genesys\u00a0are combining forces to lead the conversation on how a historically slow-to-change industry is evolving to meet customer and employee needs.\u00a0\r\n\r\nJoin guest speaker Art Schoeller, Vice President, Principal Analyst at Forrester Research,\u00a0Sunila Levi, The CIO at The Integral Care of Travis County in Texas\u00a0and Fernando Egea, Vice President, Strategic Solutions at\u00a0Genesys\u00a0to:\u00a0\r\n\r\n \tLearn how the CCaaS landscape has changed\u00a0\r\n \tDiscover contact center solution buyer trends\u00a0\r\n \tHear considerations for moving your contact center to the cloud\u00a0\r\n\r\n[mktoform form_type=\"hot\" cta_header=\"REGISTER NOW\" cta_button=\"Register Now!\" cms_hold=\"RG\" cid_id=\"7011T000001kxWNQAY\"]\r\nMeet the Speakers\r\n\r\nGuest Speaker:\r\nArt Schoeller\r\nVP, Principal Analyst Serving Application\r\nDevelopment &amp; Delivery Professionals\r\nForrester Research\r\n\r\nGuest Speaker:\r\nSunila Levi\r\nChief Information Officer\r\nIntegral Care\r\n\r\nFernando\u00a0Egea\r\nVP, Strategic Solutions\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"AppFoundry,Improve customer experience,Genesys Cloud,genesys cloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/enhance-customer-experience-with-improved-audio-performance?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">AppFoundry Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Enhance customer experience with improved audio performance<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nAppFoundry Webinar\r\n\r\nEnhance customer experience with improved audio performance\r\n[cutoff co_thick=\"2px\"]NOVEMBER 4, 2020 AT 8AM PT\r\n\r\nContact 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\u2019t provide. Advanced headset technologies can improve both the customer experience and the well-being of contact center agents.\r\n\r\nIn this webinar, we\u2019ll cover the latest integration of EPOS headsets with the Genesys\u00ae PureConnect\u2122\u00a0platform to learn the importance of active-noise cancellation in headsets. We\u2019ll also dive into EPOS technologies like ActiveGard\u00ae and EPOS Manager to explore how these tools can help you manage, control and schedule software updates.\r\n\r\nSign up for the webinar, \u201cEnhance customer experience with improved audio performance\u201d to learn how to create comfort and audio perfection in the hybrid workplace \u2014 and for remote workers.[mktoform form_type=\"hot\" cta_header=\"REGISTER NOW\" cta_button=\"Register Now!\" form_reach=\"noreach\" cms_hold=\"RG\" cid_id=\"7011T000001kxCSQAY\"]\r\nMeet the Speakers\r\n\r\nJurate Beniulyte\r\nHead of Strategic Alliance\r\nEPOS\r\n\r\nCarsten Steffensen\r\nGlobal Technical Alliance Manager\r\nEPOS\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"AppFoundry,Improve customer experience,Genesys Cloud,genesys cloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/reduce-handle-times-and-improve-customer-experience-with-instant-video-calls?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">AppFoundry Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Reduce handle times and improve customer experience with instant video calls<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nAppFoundry Webinar\r\n\r\nReduce handle times and improve customer experience with instant video calls\r\n[cutoff co_thick=\"2px\"]October 29, 2020 AT 8:00 AM PT\r\n\r\nAugmented reality (AR) video technology can empower agents to solve issues in half the time of traditional phone calls. Connect with customers instantly over video \u2014 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.\r\n\r\nVideo 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.\r\n\r\nAfter instantly connecting with your customers, your agents will have access to these features:\r\n\r\n \tAR live pointer\r\n \tAR picture capture\r\n \tAR annotations\r\n \tCo-browse capabilities\r\n \tScreen-share documents\r\n \tAbility to share\/view photos taken on customer devices\r\n \tAbility to geolocate a device\r\n \tThree-way calling with another technical expert in your company\r\n\r\nSign up now for the webinar to see why top companies choose video calling to provide best-in-class customer support.[mktoform form_type=\"hot\" cta_header=\"REGISTER NOW\" cta_button=\"Register Now!\" form_reach=\"noreach\" cms_hold=\"RG\" cid_id=\"7011T000001kxCNQAY\"]\r\nMeet the Speakers\r\n\r\nSam Hampton\r\nCEO\r\nTethr It Now\r\n\r\nJames Richerson\r\nPrincipal\r\nTethr It Now\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"AppFoundry,Improve customer experience,Genesys Cloud,genesys cloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/maintain-work-from-home-productivity-and-pci-compliance-with-remote-monitoring?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">AppFoundry Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Maintain work-from-home productivity and PCI compliance with remote monitoring<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nAppFoundry Webinar\r\n\r\nMaintain work-from-home productivity and compliance with remote monitoring\r\n[cutoff co_thick=\"2px\"]October 22, 2020 AT 8:00 AM PT\r\n\r\nContact centers managers must supervise agents to ensure productivity and engagement remain high \u2014 and that sensitive information is safe.\u00a0But the shift to working from home has made this increasingly difficult.\r\n\r\nAgent 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 \u2014 without taxing bandwidth. Agent Interact lets you:\r\n\r\n \tProtect sensitive data\r\n \tMaintain regulatory \u201cclean desk\u201d compliance\r\n \tEnhance productivity\r\n \tEnable team knowledge\r\n \tFacilitate onboarding\r\n\r\nAgent Interact is the only monitoring solution designed for global team supervision. It integrates with the Genesys Cloud\u2122 platform and offers an alternative to Zoom and Google Meet.[mktoform form_type=\"hot\" cta_header=\"REGISTER NOW\" cta_button=\"Register Now!\" form_reach=\"noreach\" cms_hold=\"RG\" cid_id=\"7011T000001kx9nQAA\"]\r\nMeet the Speakers\r\n\r\nMatt Gabrielson\r\nPresident\r\nTrendzact\r\n\r\nJohn Dixon\r\nClient Success\r\nTrendzact\r\n\r\nHui Wu-Curtis\r\nPresident\/COO\r\nWorld Connection BPO\r\n\r\nIan Roberts\r\nDirector, Care Operations &amp; Technology\r\nQuicken\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Webinar Bytes,Genesys AI,Genesys Cloud,genesys cloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/webinar-bytes-ai-in-the-contact-center-the-promise-reality-and-future?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Webinar Bytes<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">[Webinar Bytes] AI in the contact center: The promise, reality and future<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nMIT Analyst Webinar\r\n\r\nAI in the contact center: The promise, reality and future\r\n[cutoff co_thick=\"2px\"]We\u2019ve taken one of our webinars and broken it down in to smaller video segments.\u00a0 Check out some of the most important parts of the webinar below.\u00a0 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\u2019re going about it is changing rapidly.\r\n\r\nJoin 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\u2019s vision and success. Get details on current AI use cases, challenges and trends \u2014 and see how the COVID-19 pandemic has changed the trajectory of AI in the contact center.\r\n\r\nWatch the full webinar by clicking this\u00a0link.[cutoff co_thick=\"2px\"]\r\nMeet the Speakers\r\n\r\nClaire Beatty\r\nEditorial Director for International Markets\r\nMIT Technology Review Insights\r\n\r\nAarde Cosseboom\r\nSr. Director of GMS Technology, Product, &amp; Analytics\r\nTechStyle\r\n\r\nJanelle Dieken\r\nSenior Vice President, Product Marketing\r\nGenesys\r\n[cutoff co_thick=\"2px\"]1\r\n00:00:00,000 --&gt; 00:00:03,340\r\nSo first of all, let me introduce you to the\r\n\r\n2\r\n00:00:03,340 --&gt; 00:00:10,980\r\nresearch that we will be presenting today. In December, 2019\r\n\r\n3\r\n00:00:10,980 --&gt; 00:00:15,230\r\nand January, 2020, we conducted a global survey of about\r\n\r\n4\r\n00:00:15,290 --&gt; 00:00:19,810\r\n1000 AI leaders, C level executives, heads of sales and\r\n\r\n5\r\n00:00:19,810 --&gt; 00:00:23,330\r\nmarketing all across the world, so in Latin America, North\r\n\r\n6\r\n00:00:23,330 --&gt; 00:00:27,280\r\nAmerica, Europe, the middle East and Africa and Asia Pacific.\r\n\r\n7\r\n00:00:27,570 --&gt; 00:00:29,780\r\nAnd the questions that we asked them are here on your screen.\r\n\r\n8\r\n00:00:29,780 --&gt; 00:00:33,620\r\nSo what is the status of AI adoption globally? And\r\n\r\n9\r\n00:00:33,620 --&gt; 00:00:36,730\r\nwhat are the leading use cases? What are the benefits\r\n\r\n10\r\n00:00:36,730 --&gt; 00:00:39,830\r\nthat companies are seeing through AI adoption so far and\r\n\r\n11\r\n00:00:40,250 --&gt; 00:00:43,430\r\nwhat are some of the obstacles? And then lastly, the idea of\r\n\r\n12\r\n00:00:43,470 --&gt; 00:00:47,020\r\ndata sharing. So how are companies looking at the data sets that\r\n\r\n13\r\n00:00:47,020 --&gt; 00:00:50,950\r\nthey have thinking about the potential benefits that could be\r\n\r\n14\r\n00:00:50,950 --&gt; 00:00:54,990\r\ngained if they share that data with third parties and\r\n\r\n15\r\n00:00:54,990 --&gt; 00:00:56,490\r\nwhat would it mean? What would they need to see\r\n\r\n16\r\n00:00:56,490 --&gt; 00:00:58,880\r\nin order to jump into this new world of data\r\n\r\n17\r\n00:00:58,880 --&gt; 00:01:03,280\r\nsharing? So with that, let me dive straight into some\r\n\r\n18\r\n00:01:03,280 --&gt; 00:01:07,740\r\nof the results of the survey. So the headline finding\r\n\r\n19\r\n00:01:07,740 --&gt; 00:01:12,030\r\nis that of the large companies that we surveyed, by\r\n\r\n20\r\n00:01:12,030 --&gt; 00:01:16,360\r\nthe end of 2019 about 87% said that they were\r\n\r\n21\r\n00:01:16,360 --&gt; 00:01:20,620\r\nusing AI somewhere in their business operations and the chart\r\n\r\n22\r\n00:01:20,900 --&gt; 00:01:25,120\r\nthat's on your slide here shows the industries that are\r\n\r\n23\r\n00:01:25,140 --&gt; 00:01:29,789\r\nperhaps furthest ahead in this AI journey. And we see\r\n\r\n24\r\n00:01:29,789 --&gt; 00:01:35,730\r\nthat financial services has really high expectations of AI. The\r\n\r\n25\r\n00:01:35,730 --&gt; 00:01:39,740\r\nquestion is within three years, approximately what percentage of your\r\n\r\n26\r\n00:01:39,740 --&gt; 00:01:43,700\r\nbusiness processes will use AI? So you can see financial\r\n\r\n27\r\n00:01:43,700 --&gt; 00:01:47,480\r\nservices is the furthest ahead. And they just have so\r\n\r\n28\r\n00:01:47,480 --&gt; 00:01:53,180\r\nmany use cases from customer processes to back office operations,\r\n\r\n29\r\n00:01:53,480 --&gt; 00:01:58,730\r\nto risk management, to portfolio management, to cybersecurity. So they're\r\n\r\n30\r\n00:01:58,730 --&gt; 00:02:07,840\r\nactually very mature in using AI in the business. So\r\n\r\n31\r\n00:02:07,840 --&gt; 00:02:14,240\r\nnext we looked at what are the largest AI use\r\n\r\n32\r\n00:02:14,240 --&gt; 00:02:19,130\r\ncases globally. And we saw the lead finding is that\r\n\r\n33\r\n00:02:19,300 --&gt; 00:02:23,950\r\nquality control followed by customer care and support and cybersecurity\r\n\r\n34\r\n00:02:23,950 --&gt; 00:02:29,360\r\nare the leading use cases globally. And if we think\r\n\r\n35\r\n00:02:29,360 --&gt; 00:02:34,410\r\nabout quality control, there are just so many different ways\r\n\r\n36\r\n00:02:35,050 --&gt; 00:02:37,730\r\nthat might look like depending on what industry you're in, whether you're in\r\n\r\n37\r\n00:02:38,700 --&gt; 00:02:42,770\r\npharma or manufacturing, you might be using a different array\r\n\r\n38\r\n00:02:42,820 --&gt; 00:02:46,270\r\nof AI technologies for that use case, but that is\r\n\r\n39\r\n00:02:46,270 --&gt; 00:02:47,360\r\nthe leading use case<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Webinar Bytes,Genesys AI,Genesys Cloud,genesys cloud cx,Genesys Engage,genesys multicloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/webinar-bytes-unlock-the-transformative-power-of-ai-for-contact-centers?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Webinar Bytes<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">[Webinar Bytes] Unlock the transformative power of AI for contact centers<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nWebinar Bytes\r\n\r\nUnlock the transformative power of AI for contact centers\r\n\r\nDeliver 24\/7 customer support with bots for CX sustainability\r\nWe\u2019ve taken one of our webinars and broken it down in to smaller video segments.\u00a0 Check out some of the most important parts of the webinar below.\u00a0 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 \u2014 without compromising operational efficiency. It can empower leading brands to make customers happier and increase customer lifetime value.\r\n\r\nYet, 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.\r\n\r\nJoin IDC, Google Cloud and Genesys panelists as they discuss how AI-powered chatbots and voicebots can achieve customer experience sustainability.\r\n\r\nWatch the full webinar by clicking this\u00a0link.[cutoff]\r\nMeet the Speakers\r\n\r\nAntony Passemard\r\nGuest Speaker\r\nApplied Conversational AI and CCAI Lead\r\nGoogle Cloud\r\n\r\nRitu Jyoti\r\nGuest Speaker\r\nProgram Vice President, Artificial Intelligence\r\nIDC\r\n\r\nChris Connolly\r\nVice President, Solution Strategy\r\nGenesys\r\n[cutoff]1\r\n00:00:00,000 --&gt; 00:00:02,830\r\nwe're going to look at some Insights from IDC, what the world\r\n\r\n2\r\n00:00:02,830 --&gt; 00:00:05,750\r\nlooks like today, and really looking at how we unlock\r\n\r\n3\r\n00:00:05,750 --&gt; 00:00:10,000\r\nthe power of artificial intelligence, and apply that in in\r\n\r\n4\r\n00:00:10,000 --&gt; 00:00:14,540\r\nContact Center specifically. We're also going to have a panel discussion and please\r\n\r\n5\r\n00:00:14,540 --&gt; 00:00:16,520\r\nfeel free to ask us questions now, or if you've\r\n\r\n6\r\n00:00:16,670 --&gt; 00:00:18,770\r\ngot something that's on your mind, put under the Q&amp;\r\n\r\n7\r\n00:00:18,770 --&gt; 00:00:20,520\r\nA window, because we're going to get to it very,\r\n\r\n8\r\n00:00:20,520 --&gt; 00:00:23,780\r\nvery soon. We also want to talk about some of the things that\r\n\r\n9\r\n00:00:23,780 --&gt; 00:00:26,690\r\nyou can do right away to improve your customer experience\r\n\r\n10\r\n00:00:26,760 --&gt; 00:00:30,490\r\nusing artificial intelligence. As per our research across most industries,\r\n\r\n11\r\n00:00:30,690 --&gt; 00:00:34,350\r\nbrands of all sizes have started to push heavily towards\r\n\r\n12\r\n00:00:34,390 --&gt; 00:00:38,660\r\nincreased automation in their customer service, as well as employee\r\n\r\n13\r\n00:00:38,660 --&gt; 00:00:47,340\r\nself- service, sales, marketing, human resources, IT help desk. You might wonder, \"What has really changed?\" Most\r\n\r\n14\r\n00:00:47,370 --&gt; 00:00:50,740\r\nof these brands are now looking for conversational AI as one\r\n\r\n15\r\n00:00:50,740 --&gt; 00:00:55,220\r\nof the key drivers for that automation. And as conversational\r\n\r\n16\r\n00:00:55,420 --&gt; 00:00:59,650\r\nAI allows brands to use natural language processing and machine\r\n\r\n17\r\n00:00:59,650 --&gt; 00:01:03,590\r\nlearning- based tools, to support both their customers and the\r\n\r\n18\r\n00:01:03,590 --&gt; 00:01:10,510\r\nagents who support these customers. And the conversational AI chatbots and voicebots,\r\n\r\n19\r\n00:01:10,980 --&gt; 00:01:14,490\r\nthey're more sophisticated these days. But before I move on\r\n\r\n20\r\n00:01:14,490 --&gt; 00:01:16,670\r\nto the next slide, another very interesting stat that I\r\n\r\n21\r\n00:01:16,670 --&gt; 00:01:19,470\r\nwant to share here is that we spend a lot\r\n\r\n22\r\n00:01:19,470 --&gt; 00:01:21,800\r\nof time talking to the end users and don't worry,\r\n\r\n23\r\n00:01:21,800 --&gt; 00:01:25,490\r\nthere's still research as well, that what is really coming\r\n\r\n24\r\n00:01:25,490 --&gt; 00:01:28,190\r\nup and shaping up in addition to just the voicebots\r\n\r\n25\r\n00:01:28,190 --&gt; 00:01:33,280\r\nand chatbots is the computer vision effect to it. The computer vision\r\n\r\n26\r\n00:01:33,280 --&gt; 00:01:37,420\r\nhas become more mature with image recognition achieving significant improvements.\r\n\r\n27\r\n00:01:37,530 --&gt; 00:01:41,320\r\nThanks to deep learning techniques, computer vision, and CRM is\r\n\r\n28\r\n00:01:41,320 --&gt; 00:01:45,050\r\nvery early stage. I guess, again, coming back to current\r\n\r\n29\r\n00:01:45,400 --&gt; 00:01:51,270\r\ntimes and the research that you've seen, how will the Contact Centers adapt in to the modern world and\r\n\r\n30\r\n00:01:51,270 --&gt; 00:01:58,260\r\nthe things that are going on today? Absolutely. It's not an easy thing, but I always love\r\n\r\n31\r\n00:01:58,260 --&gt; 00:02:01,130\r\nto say this, \" There's no choice.\" Customers have to do\r\n\r\n32\r\n00:02:01,130 --&gt; 00:02:05,910\r\nthis in order to be innovative, providing, improving on the\r\n\r\n33\r\n00:02:05,910 --&gt; 00:02:09,730\r\ncustomer experience, but at the same time, not compromising on\r\n\r\n34\r\n00:02:09,730 --&gt; 00:02:12,650\r\nthe operational efficiency. And it's a great balance that customers\r\n\r\n35\r\n00:02:12,650 --&gt; 00:02:16,490\r\nneed to do. I was going to say, the business driver, what we're seeing is, now\r\n\r\n36\r\n00:02:16,490 --&gt; 00:02:20,400\r\nthe customer will come and first think about operational efficiency, cost reduction\r\n\r\n37\r\n00:02:20,400 --&gt; 00:02:22,710\r\nare the first thing they have in mind. But the\r\n\r\n38\r\n00:02:22,740 --&gt; 00:02:26,590\r\nreality is, when you start doing a Contact Center and\r\n\r\n39\r\n00:02:26,590 --&gt; 00:02:29,730\r\nput Contact Center AI in your Contact Center, you're really\r\n\r\n40\r\n00:02:29,730 --&gt; 00:02:33,280\r\ntransforming your customer experience across all channels. And the business\r\n\r\n41\r\n00:02:33,280 --&gt; 00:02:36,560\r\ndrivers to provide a coherent experience when you're on chat,\r\n\r\n42\r\n00:02:36,610 --&gt; 00:02:38,390\r\nwhen you're on voice, when you're on your web, or\r\n\r\n43\r\n00:02:38,390 --&gt; 00:02:42,730\r\nyour mobile app, where the engine behind it, the AI\r\n\r\n44\r\n00:02:42,730 --&gt; 00:02:46,070\r\nbehind is able to manage across those channels, switch channels, understand\r\n\r\n45\r\n00:02:46,480 --&gt; 00:02:49,170\r\nwhat was said, the context, the past history, et cetera,\r\n\r\n46\r\n00:02:49,350 --&gt; 00:02:53,850\r\nand provide you a unique voice for the company to\r\n\r\n47\r\n00:02:53,850 --&gt; 00:02:57,730\r\nthat customer or that user, if talk about organizations. I\r\n\r\n48\r\n00:02:57,730 --&gt; 00:03:01,090\r\nwant to maybe echo something that you said there, about providing\r\n\r\n49\r\n00:03:01,760 --&gt; 00:03:05,510\r\nempathetic customer experiences. And now more than ever, I feel\r\n\r\n50\r\n00:03:05,510 --&gt; 00:03:08,200\r\nlike we need to have empathy for our fellow human.\r\n\r\n51\r\n00:03:08,230 --&gt; 00:03:12,060\r\nWe're all going through something we know this is a generational thing.\r\n\r\n52\r\n00:03:12,670 --&gt; 00:03:16,600\r\nSomething we haven't seen in many generations. So, what we're\r\n\r\n53\r\n00:03:16,860 --&gt; 00:03:23,140\r\nexperiencing now is different, but crisis creates opportunity. And we're\r\n\r\n54\r\n00:03:23,140 --&gt; 00:03:26,810\r\nalso seeing that this is actually being a bit of\r\n\r\n55\r\n00:03:26,810 --&gt; 00:03:29,800\r\na non dialogue, as you said, Ritu, to some of\r\n\r\n56\r\n00:03:29,800 --&gt; 00:03:36,790\r\nthe applications of AI. I An Agent Assist as you\r\n\r\n57\r\n00:03:36,790 --&gt; 00:03:39,150\r\nsaid, is a little newer in it's technology, but it's\r\n\r\n58\r\n00:03:39,150 --&gt; 00:03:42,570\r\nreally a breakthrough that's been enabled by the advent of\r\n\r\n59\r\n00:03:42,570 --&gt; 00:03:45,170\r\nvoice and speech to text in particular, speech to text\r\n\r\n60\r\n00:03:45,260 --&gt; 00:03:52,170\r\ntechnologies. Google has a long history of trying to understand\r\n\r\n61\r\n00:03:52,170 --&gt; 00:03:55,830\r\nspeech either through understanding YouTube videos, to be able to\r\n\r\n62\r\n00:03:55,830 --&gt; 00:03:59,610\r\nsearch them and remove hate speech in YouTube videos. Either\r\n\r\n63\r\n00:03:59,610 --&gt; 00:04:03,090\r\nthrough a Google Home Assistant, and understand all the requests\r\n\r\n64\r\n00:04:03,090 --&gt; 00:04:05,930\r\nfrom users, that's millions and millions of requests every year.\r\n\r\n65\r\n00:04:07,530 --&gt; 00:04:12,360\r\nAnd also through transcription of voice messages on phone. You\r\n\r\n66\r\n00:04:12,360 --&gt; 00:04:16,080\r\nhave Google voice and you can do your voicemail transcription.\r\n\r\n67\r\n00:04:16,080 --&gt; 00:04:19,380\r\nGenesys has some artificial intelligence technology on its own with something\r\n\r\n68\r\n00:04:19,380 --&gt; 00:04:22,110\r\nwe call Predictive Web Engagement, that allows you to engage\r\n\r\n69\r\n00:04:22,110 --&gt; 00:04:25,140\r\ncustomers based on all of the data that we know\r\n\r\n70\r\n00:04:25,140 --&gt; 00:04:27,430\r\nand drive them to an experience that is very best\r\n\r\n71\r\n00:04:27,430 --&gt; 00:04:32,620\r\nfor them. Sometimes that's a human. Sometimes that's a piece of content. Other times that's a\r\n\r\n72\r\n00:04:32,620 --&gt; 00:04:36,600\r\nbot. And using that upfront decision logic in an orchestration,\r\n\r\n73\r\n00:04:36,770 --&gt; 00:04:40,410\r\nwe can really optimize that end to end customer experience\r\n\r\n74\r\n00:04:40,570 --&gt; 00:04:42,930\r\nand bring in the technology at the right time.<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Demo,Improve employee experience,Genesys Cloud,genesys cloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/see-genesys-cloud-in-action-level-up-employee-engagement-with-gamification?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Demo Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">See Genesys Cloud in action: Level up employee engagement with gamification<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nMonthly Demo\r\n\r\nSee Genesys Cloud in action: Level up employee engagement with gamification\r\n[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 \u2014 you can install and use them in a matter of days.\r\n\r\nJoin 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 form_type=\"hot\" cta_header=\"REGISTER NOW\" cta_button=\"Register Now!\" cms_hold=\"RG\" cid_id=\"7011T000001kwsXQAQ\"]\r\nMeet the Speakers\r\n\r\nBrad Forsythe\r\nSenior Strategic Sales Consultant\r\nGenesys\r\n\r\nJJ Earle-Henson\r\nSenior Strategic Sales Consultant\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Analyst,Genesys Cloud,genesys cloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/top-five-ways-to-prepare-your-contact-center-for-a-post-pandemic-world?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Analyst Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Top five ways to prepare your contact center for a post-pandemic world<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nAnalyst Webinar\r\n\r\nTop five ways to prepare your contact center for a post-pandemic world\r\n[cutoff co_thick=\"2px\"][webinarschedule]Recent months have been about survival. But now, it\u2019s time to look at how to further optimize your contact center for everything that comes next.\r\n\r\nJoin 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 \u2014 whether they\u2019re working from home, in the office or a mix of both.\r\n\r\nYou\u2019ll walk away empowered to take your contact center to the next stage and you\u2019ll gain a deeper understanding in how to:\r\n\r\n \tOptimize your business processes and foster greater collaboration across remote and in-office teams\r\n \tBuild high-performing teams with tools that deliver exceptional experiences across all channels\r\n \tSet up your teams for success with better performance management and coaching\r\n\r\n[mktoform form_type=\"hot\" cta_header=\"REGISTER NOW\" cta_button=\"Register Now!\" cms_hold=\"RG\" cid_id=\"7011T000001kwN9QAI\"]\r\nMeet the Speakers\r\n\r\nJason Alley\r\nSenior Director, Product Marketing\r\nGenesys\r\n\r\nKen Landoline\r\nPrincipal Analyst, Customer Engagement\r\nOmdia\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"AppFoundry,Improve customer experience,Genesys Cloud,genesys cloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/reinventing-speech-synthesis-for-personalized-cx-and-brand?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">AppFoundry Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Reinventing speech synthesis for personalized CX and brand<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nAppFoundry Webinar\r\n\r\nReinventing speech synthesis for personalized CX and brand\r\n[cutoff co_thick=\"2px\"]AppFoundry On-demand Webinar\r\n\r\nConversational 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\u2019s 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 form_type=\"hot\" cta_header=\"REGISTER NOW\" cta_button=\"Register Now!\" form_reach=\"noreach\" cms_hold=\"RG\" cid_id=\"7011T000001kwG3QAI\"]\r\nMeet the Speaker\r\n\r\nShing Pan\r\nVP Marketing and Business Development\r\nSpeechmorphing\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"AppFoundry,Improve customer experience,Genesys Cloud,genesys cloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/make-quality-and-compliance-certain-using-ai-in-a-time-of-uncertainty?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">AppFoundry Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Make quality and compliance certain, using AI, in a time of uncertainty<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nAppFoundry Webinar\r\n\r\nMake quality and compliance certain, using AI, in a time of uncertainty\r\n[cutoff co_thick=\"2px\"]Thursday October 1, 1:30 PM AEST (New South Wales)\r\n\r\nManaging 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.\r\n\r\nRevolutionary 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.\r\n\r\nTune in to hear:\r\n\r\n \tHow AI is being used to accurately automate the analysis of customer interactions\r\n \tHow MYOB improved their sales effectiveness using Daisee and lifted CSAT and NPS scores\r\n \tHow to apply automated quality assurance on every customer interaction with the Daisee App for Genesys Cloud\r\n\r\nRegister now, and you'll also see the world\u2019s first digital Programmable Scorecard\u2122 from Daisee, and how it transforms 100% of your interaction data into action for your team.[mktoform form_type=\"hot\" cta_header=\"REGISTER NOW\" cta_button=\"Register Now!\" form_reach=\"noreach\" cms_hold=\"RG\" cid_id=\"7011T000001kwG8QAI\"]\r\nMeet the Speakers\r\n\r\nRichard Kimber\r\nCEO &amp; Founder\r\nDaisee\r\n\r\nSteve Targus\r\nContact Center Operations Manager\r\nMYOB\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"AppFoundry,Improve customer experience,Genesys Cloud,genesys cloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/what-is-voice-biometrics-and-why-do-i-care?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">AppFoundry Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">A look at voice biometrics and why you should care<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nAppFoundry Webinar\r\n\r\nA look at voice biometrics and why you should care\r\n[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 \u2014 over the phone. This makes fraud reduction a top priority \u2014 and this is where voice biometrics comes in.\r\n\r\nAs 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\u2122 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 form_type=\"hot\" cta_header=\"REGISTER NOW\" cta_button=\"Register Now!\" form_reach=\"noreach\" cms_hold=\"RG\" cid_id=\"7011T000001kwFyQAI\"]\r\nMeet the Speaker\r\n\r\nMatt Whipple\r\nSenior VP, Voice Biometrics\r\nLumenVox\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Genesys Cloud,genesys cloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/game-on-engage-your-at-home-workforce?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Game on: Engage your at-home workforce<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-Demand Webinar\r\n\r\nGame on: Engage your at-home workforce\r\n[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.\r\n\r\nJoin 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.\r\n\r\nHear from Genesys experts and customers on how to:\r\n\r\n \tTake advantage of the advanced (WEM) tools in Genesys Cloud\r\n \tMotivate your remote employees and boost performance by introducing gamification\r\n \tEarn GCAP points and badges through the Genesys Gamification Event Series\r\n \tUse the Genesys Community to get answers, access the latest resources and connect with peers to discuss everything WEM\r\n\r\nTo take full advantage of all WEM has to offer, learn more about our 60-day free trial.[mktoform form_type=\"hot\" cta_header=\"WATCH THE ON-DEMAND RECORDING\" cta_button=\"Watch Now!\" cms_hold=\"RG\" cid_id=\"7011T000001kwDxQAI\"]\r\nMeet the Speakers\r\n\r\nMerijn te Booij\r\nGenesys Cloud General Manager,\r\nEmployee Engagement Solutions\r\nGenesys\r\n\r\nPascal Leclerc\r\nDirector, Solutions\r\nGenesys\r\n\r\nMarcela Areiza\r\nProduct Marketing Manager\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Demo,Genesys AI,Genesys Cloud,genesys cloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/see-genesys-cloud-in-action-bot-integration?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Demo Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">See Genesys Cloud in action: Bot Integration<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nDemo Webinar\r\n\r\n[this_page_title]\r\n[webinarschedulesingle][cutoff co_thick=\"2px\"]It\u2019s 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\u2019ll handle more interactions without sacrificing customer experience.\r\n\r\nArtificial 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.\r\n\r\nIn our August Genesys CloudTM Demo, you\u2019ll see the new Genesys Dialog Engine. Learn how bots are managed in Genesys Cloud and how they integrate with other systems. Plus, we\u2019ll build a bot, test it and publish it in real time. Join us to see how Genesys Cloud prepares you for the future.[mktoform form_type=\"hot\" cta_header=\"REGISTER NOW!\" cta_button=\"Register Now\" cms_hold=\"RG\" cid_id=\"7011T000001kvmXQAQ\"]\r\nMeet the Speaker\r\n\r\nJJ Earle-Henson\r\nSr. Strategic Sales Consultant\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Genesys AI,Genesys Cloud,genesys cloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/govloop-online-training?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">GovLoop Online Training<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nGovLoop Online Training:\r\nThe Future of Customer Experience is in Automation\r\n[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.\r\n\r\nAgencies 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.\r\n\r\nIn this training, you\u2019ll learn:\r\n\r\n \tHow successful agencies have been able to overcome barriers to see enhanced citizen experience with automation tools.\r\n \tResults from a survey with GovLoop and Genesys on how automation could free up employees\u2019 time to do more mission critical tasks.\r\n \tHow automation could create avenues of self-service for customers who need information in real-time.\r\n\r\n[mktoform form_type=\"hot\" cta_header=\"Watch the training\" cta_button=\"Watch now\" cms_hold=\"RG\" cid_id=\"7011T000001t9k1QAA\"]\r\nMeet the Speakers\r\n\r\nJodi M. Thompson\r\nSenior Principle Business Consultant, Genesys\r\n\r\nJennifer Hill\r\nManagement and Program Analyst, Bureau of the Fiscal Service,\r\nDepartment of Treasury\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"AppFoundry,Improve customer experience,Genesys Cloud,genesys cloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/using-data-to-drive-agent-performance?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">AppFoundry Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Using data to drive agent performance<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nAppFoundry Webinar\r\n\r\nUsing data to drive agent performance\r\n[cutoff co_thick=\"2px\"]Wednesday, August 26, 2020 at 8 AM PDT\r\n\r\nThe 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\u2019s time to measure performance. In the contact center, better agent performance leads to agent satisfaction \u2014 and that, ultimately, improves the customer experience.\r\n\r\nAgent scorecards give your managers and team leaders the performance insights they need \u2013 without the grind of manually pulling together the data. In this webinar, you\u2019ll 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\u2019 performance.[mktoform form_type=\"hot\" cta_header=\"REGISTER NOW\" cta_button=\"Register Now!\" form_reach=\"noreach\" cms_hold=\"RG\" cid_id=\"7011T000001t9aaQAA\"]\r\nMeet the Speaker\r\n\r\nMatt Beatty\r\nEVP of Sales and Marketing\r\nBrightmetrics\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"AppFoundry,Improve customer experience,Genesys Cloud,genesys cloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/how-to-turbocharge-your-employee-experience-with-data-led-gamification?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">AppFoundry Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">How to turbocharge your employee experience with data-led gamification<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nAppFoundry Webinar\r\n\r\nHow to turbocharge your employee experience with data-led gamification\r\n[cutoff co_thick=\"2px\"]Thursday, September 3, 2020 at 8 AM PDT\r\n\r\nWith so many people working from home, it\u2019s more important than ever to turbocharge your employee experience.\u00a0 Your business must produce repeatable and consistent customer experiences even as employee needs and customer demands continue to grow and change exponentially.\u00a0 Engaging your agents means building a culture of the right governance, affinity and connectedness.\r\n\r\nAttend 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.\r\n\r\nYou'll learn how to:\r\n\r\n \tUse Datagamz Analytics tool to draw actionable insights and identify gaps between employee and customer experience\r\n \tDeliver great customer experience by maintaining employee experience using gamification techniques\r\n \tMaintain agent and management connectedness using Datagamz TV broadcasts and game narratives\r\n\r\n[mktoform form_type=\"hot\" cta_header=\"REGISTER NOW\" cta_button=\"Register Now!\" form_reach=\"noreach\" cms_hold=\"RG\" cid_id=\"7011T000001t9i0QAA\"]\r\nMeet the Speakers\r\n\r\nKunal Rahalkar\r\nCEO\r\nDatagamz\r\n\r\nNadine Power\r\nHead of Product Engineering\r\nDatagamz\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Demo,Genesys Cloud,genesys cloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/see-genesys-cloud-in-action-salesforce-integrations?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Demo Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">See Genesys Cloud in action: Salesforce Integrations<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nMonthly Demo\r\n\r\nSee Genesys Cloud in action: Salesforce Integrations\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]Give your agents the CRM database information they need to serve your customers \u2013 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.\r\n\r\nWith 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 \u2014 without leaving the platform.\r\n\r\nDuring the July Genesys Cloud demo, learn more about the Salesforce integration, including:\r\n\r\n \tHow to embed Genesys Cloud into Salesforce\r\n \tScreen-pop cases based on an IVR selection\r\n \tLogging new records into Salesforce or combining them with existing records\r\n \tCreating cases upon receipt of a customer email\r\n \tHow to integrate with Salesforce Einstein (AI) for keyword FAQs from webchat interactions\r\n\r\n[mktoform form_type=\"hot\" cta_header=\"WATCH NOW\" cta_button=\"Watch Now!\" cms_hold=\"RG\" cid_id=\"7011T000001t9B1QAI\"]\r\nMeet the Speaker\r\n\r\nBrad Forsythe\r\nSenior Strategic Sales Consultant\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Webinar Bytes,Genesys Cloud,genesys cloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/webinar-bytes-the-new-normal-redefining-business-continuity?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Webinar Bytes<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">[Webinar Bytes] The new normal: Redefining business continuity<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nWebinar Bytes\r\n\r\n[Webinar Bytes] The new normal: Redefining business continuity\r\nWe've taken one of our webinars and broken it down in to smaller video segments.\u00a0 Check out some of the most important parts of the webinar below.\u00a0 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\u2019s important to understand what this \u201cnew normal\u201d is to gain perspective and to understand where the industry is headed.\r\n\r\nIn 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.\r\n\r\nWatch the full webinar by clicking this link.[cutoff co_thick=\"2px\"]\r\nMeet the Speakers\r\n\r\nSheila McGee Smith\r\nFounder and Principal Analyst\r\nMcGee Smith Analytics\r\n\r\nBarbara Gonzalez\r\nGlobal VP for Strategic Business Consulting\r\nGenesys\r\n\r\nColin Salvesen\r\nHead of IT\r\nMr Price Group Ltd \u2013 South Africa\r\n\r\nPaul Bourdeaux\r\nVice President, IT\r\neFinancial\r\n[cutoff co_thick=\"2px\"]1\r\n00:00:00,000 --&gt; 00:00:02,320\r\nI normally work from home although I do travel a\r\n\r\n2\r\n00:00:02,330 --&gt; 00:00:04,740\r\nlot, so I probably spend half of my time at\r\n\r\n3\r\n00:00:04,740 --&gt; 00:00:07,820\r\nhome and half of my time on the road. Some\r\n\r\n4\r\n00:00:07,820 --&gt; 00:00:11,580\r\ncompanies, for example, are considering, should we create a working\r\n\r\n5\r\n00:00:11,580 --&gt; 00:00:15,220\r\nfrom home model beyond the crisis? Sheila she certainly needed\r\n\r\n6\r\n00:00:15,220 --&gt; 00:00:18,080\r\nno introduction, her reputation in the contact center space and\r\n\r\n7\r\n00:00:18,080 --&gt; 00:00:21,610\r\nthe customer experience space, procedure around the world in North\r\n\r\n8\r\n00:00:21,610 --&gt; 00:00:25,170\r\nAmerica. We have about 400 call center agents that serves\r\n\r\n9\r\n00:00:25,170 --&gt; 00:00:28,310\r\nboth sales agents, transfer agents, customer care reps, and as\r\n\r\n10\r\n00:00:28,310 --&gt; 00:00:30,940\r\nwell as independent agents spread across the country. So to\r\n\r\n11\r\n00:00:31,200 --&gt; 00:00:33,700\r\nget us started with this conversation, I would first like\r\n\r\n12\r\n00:00:33,790 --&gt; 00:00:36,750\r\nto ask Sheila to give us her analyst perspective on\r\n\r\n13\r\n00:00:36,750 --&gt; 00:00:39,470\r\nthe current state of customer experience and the impact that\r\n\r\n14\r\n00:00:39,760 --&gt; 00:00:42,870\r\nCOVID-19 is having in the contact center space. And he's nodding\r\n\r\n15\r\n00:00:42,870 --&gt; 00:00:46,350\r\nbecause it's an important piece of research that a lot\r\n\r\n16\r\n00:00:46,350 --&gt; 00:00:49,600\r\nof us in the context center look forward to seeing\r\n\r\n17\r\n00:00:49,600 --&gt; 00:00:55,360\r\nthat new data every year. And digital transformation, supplying better\r\n\r\n18\r\n00:00:55,360 --&gt; 00:01:00,820\r\ndigital customer experience, meeting the demands of consumers who want\r\n\r\n19\r\n00:01:01,110 --&gt; 00:01:05,440\r\nbetter digital options from the organizations and the companies that\r\n\r\n20\r\n00:01:05,440 --&gt; 00:01:09,250\r\nthey work with. So despite some slight differences in state\r\n\r\n21\r\n00:01:09,250 --&gt; 00:01:13,340\r\ngovernment guidelines for COVID response, eFinancial chose to enable working\r\n\r\n22\r\n00:01:13,340 --&gt; 00:01:15,490\r\nfrom home for all of our agents and employees at\r\n\r\n23\r\n00:01:15,490 --&gt; 00:01:17,780\r\nthe same time. Colin maybe the same question for you,\r\n\r\n24\r\n00:01:18,240 --&gt; 00:01:21,140\r\nwhat was the changes for your agents and are they\r\n\r\n25\r\n00:01:21,140 --&gt; 00:01:24,780\r\nworking from home? And we're going to go back to that topic in\r\n\r\n26\r\n00:01:24,780 --&gt; 00:01:27,180\r\na minute, but Paul, same question for you, how has\r\n\r\n27\r\n00:01:27,180 --&gt; 00:01:30,460\r\nthe business been effective for you guys and disruption and\r\n\r\n28\r\n00:01:30,460 --&gt; 00:01:33,200\r\ncustomer experience and how are you mitigating it? So that\r\n\r\n29\r\n00:01:33,200 --&gt; 00:01:36,330\r\nwas an initiative from our CEO, Tony Bates and his\r\n\r\n30\r\n00:01:36,330 --&gt; 00:01:40,490\r\nleadership and with constant communication and a lot of transparency\r\n\r\n31\r\n00:01:40,490 --&gt; 00:01:43,030\r\nand very quickly shutting down our offices and making sure\r\n\r\n32\r\n00:01:43,030 --&gt; 00:01:45,960\r\nthat everybody was okay and working from home and staying\r\n\r\n33\r\n00:01:45,960 --&gt; 00:01:49,360\r\nsafe. So we'll be looking a lot more at stuff like\r\n\r\n34\r\n00:01:49,430 --&gt; 00:01:53,180\r\ncustomer self- help stuff like where your Genesys platform can\r\n\r\n35\r\n00:01:53,180 --&gt; 00:01:55,840\r\nbring all communications types into one space where we can\r\n\r\n36\r\n00:01:55,840 --&gt; 00:01:58,650\r\nactually make sense of that data and actually start delivering\r\n\r\n37\r\n00:01:58,650 --&gt; 00:02:02,510\r\non what customers want. Some of those we can supply,\r\n\r\n38\r\n00:02:02,940 --&gt; 00:02:05,640\r\neven if the contact center is not in the cloud\r\n\r\n39\r\n00:02:05,640 --&gt; 00:02:10,340\r\nyet, but the vision should be to the point that\r\n\r\n40\r\n00:02:10,340 --&gt; 00:02:12,880\r\nwas made earlier by Paul and Colin. So the question\r\n\r\n41\r\n00:02:12,880 --&gt; 00:02:15,380\r\nfor you has this crisis and the fact that your\r\n\r\n42\r\n00:02:16,110 --&gt; 00:02:18,970\r\nagents are working from home, have been working from home\r\n\r\n43\r\n00:02:18,970 --&gt; 00:02:20,830\r\nnow for a while. So just making sure that a\r\n\r\n44\r\n00:02:21,600 --&gt; 00:02:23,700\r\nbot is not just about call deflection, but it's also\r\n\r\n45\r\n00:02:23,850 --&gt; 00:02:26,220\r\nabout being able to give context to an agents as\r\n\r\n46\r\n00:02:26,220 --&gt; 00:02:29,140\r\nto what the customer journey is from an eCommerce perspective.\r\n\r\n47\r\n00:02:29,140 --&gt; 00:02:32,290\r\nThey're taking their contact center agents and moving them to\r\n\r\n48\r\n00:02:32,510 --&gt; 00:02:35,590\r\ncloud based solutions. So with that on behalf of Sheila,\r\n\r\n49\r\n00:02:35,660 --&gt; 00:02:39,420\r\nBarbara, Colin, and Paul, as well as the entire Genesys team,\r\n\r\n50\r\n00:02:39,540 --&gt; 00:02:42,090\r\nwe thank you again for joining today's webcast, The New\r\n\r\n51\r\n00:02:42,090 --&gt; 00:02:44,360\r\nNormal Redefining Business Continuity.<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Genesys Cloud,genesys cloud cx,Genesys Engage,genesys multicloud cx,PureBridge\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/straight-talk-on-end-of-support?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Straight talk on end of support<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-Demand Webinar\r\n\r\nStraight talk on end of support\r\n\r\nExpert advice on your contact center options\r\n[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. \r\n\r\nIt\u2019s 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.\r\n\r\nJoin 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:\u00a0\r\n\r\n \tEvaluate your options\r\n \tImagine what\u2019s possible\r\n \tAssess your current state\r\n \tDefine a realistic path to close the gap and achieve measurable results\r\n\r\n[mktoform form_type=\"hot\" cta_header=\"Explore your options\" cta_button=\"Watch Now\" cms_hold=\"RG\" cid_id=\"7011T000001t9LpQAI\"]\r\nMeet the Speakers\r\n\r\nSteve Leaden\r\nFounder and President\r\nLeaden Associates, Inc.\r\n\r\nFernando Egea\r\nVice President, Sales Strategy\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Webinar Bytes,PureBridge\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/webinar-bytes-managing-change-from-on-premises-to-cloud?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Webinar Bytes<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">[Webinar Bytes] Managing change: From on-premises to cloud<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nWebinar Bytes\r\n\r\n[Webinar Bytes] Managing change: From on-premises to cloud\r\nWe've taken one of our webinars and broken it down in to smaller video segments.\u00a0 Check out some of the most important parts of the webinar below.\u00a0 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\u2019t have to be intimidating. A smart change management strategy lets you identify potential stumbling blocks and prepare to reach your organization\u2019s goals.\r\n\r\nIn 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.\r\n\r\nWatch the full webinar by clicking this link.[cutoff co_thick=\"2px\"]\r\nMeet the Speakers\r\n\r\nJodi Thompson\r\nSir Principal Business Consultant,\r\nGenesys\r\n\r\nLori Bocklund\r\nPresident,\r\nStrategic Contact\r\n\r\nDean Thames\r\nPlatform Architect,\r\nKoch Global Services\r\n\r\nJulie Hopkins\r\nProject Manager,\r\nKoch Global Services\r\n[cutoff co_thick=\"2px\"]1\r\n00:00:00,000 --&gt; 00:00:01,090\r\nTwo of the top questions\r\n\r\n2\r\n00:00:01,090 --&gt; 00:00:02,860\r\nI hear from customers is\"\r\n\r\n3\r\n00:00:04,540 --&gt; 00:00:05,960\r\nWhy do change management in\r\n\r\n4\r\n00:00:05,960 --&gt; 00:00:07,540\r\nthe first place?\" And also, \"\r\n\r\n5\r\n00:00:07,540 --&gt; 00:00:08,960\r\nHow do other companies do\r\n\r\n6\r\n00:00:08,960 --&gt; 00:00:11,260\r\nchange management?\" So for today's\r\n\r\n7\r\n00:00:11,260 --&gt; 00:00:13,220\r\nconversation and we've talked about\r\n\r\n8\r\n00:00:13,220 --&gt; 00:00:14,460\r\nit before, we want to\r\n\r\n9\r\n00:00:14,460 --&gt; 00:00:15,770\r\nget your feedback and your\r\n\r\n10\r\n00:00:15,770 --&gt; 00:00:17,330\r\ninsight. So I'm going to\r\n\r\n11\r\n00:00:17,330 --&gt; 00:00:18,700\r\nkick things over first to\r\n\r\n12\r\n00:00:18,700 --&gt; 00:00:21,010\r\nLaurie, and ask Laurie and\r\n\r\n13\r\n00:00:21,010 --&gt; 00:00:23,200\r\nthen Julie, can you share\r\n\r\n14\r\n00:00:23,200 --&gt; 00:00:26,570\r\nwith us what... about what\r\n\r\n15\r\n00:00:26,570 --&gt; 00:00:28,380\r\nchange management means to you?\r\n\r\n16\r\n00:00:29,970 --&gt; 00:00:34,630\r\nYeah. Thank you... It's one\r\n\r\n17\r\n00:00:34,630 --&gt; 00:00:36,220\r\nof my favorite topics. I\r\n\r\n18\r\n00:00:36,220 --&gt; 00:00:37,070\r\ngot trained in it a\r\n\r\n19\r\n00:00:37,070 --&gt; 00:00:38,540\r\nlong time ago and get\r\n\r\n20\r\n00:00:38,540 --&gt; 00:00:40,090\r\nto apply it on projects all\r\n\r\n21\r\n00:00:40,090 --&gt; 00:00:41,260\r\nthe time as a consultant,\r\n\r\n22\r\n00:00:41,320 --&gt; 00:00:42,080\r\nI've worked with a lot\r\n\r\n23\r\n00:00:42,080 --&gt; 00:00:43,990\r\nof different companies. When I'm\r\n\r\n24\r\n00:00:43,990 --&gt; 00:00:45,920\r\nhelping clients understand what we're\r\n\r\n25\r\n00:00:45,920 --&gt; 00:00:47,390\r\ntalking about with change management,\r\n\r\n26\r\n00:00:47,390 --&gt; 00:00:49,020\r\nwe say it's concepts and\r\n\r\n27\r\n00:00:49,020 --&gt; 00:00:51,050\r\ntools. Everyone understands that project\r\n\r\n28\r\n00:00:51,050 --&gt; 00:00:53,310\r\nmanagement concept, but this is\r\n\r\n29\r\n00:00:53,310 --&gt; 00:00:54,740\r\nabout helping, as you said,\r\n\r\n30\r\n00:00:54,740 --&gt; 00:00:57,660\r\nindividuals and groups change. I\r\n\r\n31\r\n00:00:57,660 --&gt; 00:00:58,410\r\nlike to think of it\r\n\r\n32\r\n00:00:58,410 --&gt; 00:00:59,720\r\nas a journey. Any project\r\n\r\n33\r\n00:00:59,720 --&gt; 00:01:01,460\r\nyou're on a journey, and\r\n\r\n34\r\n00:01:01,460 --&gt; 00:01:02,390\r\nyou want to bring everybody\r\n\r\n35\r\n00:01:02,390 --&gt; 00:01:04,260\r\nalong successfully to that target\r\n\r\n36\r\n00:01:04,260 --&gt; 00:01:06,430\r\ndestination, and you're going to\r\n\r\n37\r\n00:01:06,430 --&gt; 00:01:07,510\r\nhit some bumps. You're going\r\n\r\n38\r\n00:01:07,510 --&gt; 00:01:08,830\r\nto have some detours along\r\n\r\n39\r\n00:01:08,830 --&gt; 00:01:10,650\r\nthe way and change management\r\n\r\n40\r\n00:01:10,650 --&gt; 00:01:12,220\r\nreally helps everybody adjust and\r\n\r\n41\r\n00:01:12,220 --&gt; 00:01:13,660\r\nadapt as you go on\r\n\r\n42\r\n00:01:13,660 --&gt; 00:01:15,280\r\nthat journey, and still hopefully\r\n\r\n43\r\n00:01:15,280 --&gt; 00:01:16,000\r\nend up at the right\r\n\r\n44\r\n00:01:16,000 --&gt; 00:01:17,990\r\nplace together and able to\r\n\r\n45\r\n00:01:17,990 --&gt; 00:01:18,990\r\nget the benefits of that\r\n\r\n46\r\n00:01:18,990 --&gt; 00:01:22,220\r\nchange. Good. Laurie, what's your\r\n\r\n47\r\n00:01:22,220 --&gt; 00:01:25,920\r\ninsight to share? Yeah, thanks\r\n\r\n48\r\n00:01:25,920 --&gt; 00:01:27,630\r\nLaurie and so when I look\r\n\r\n49\r\n00:01:27,630 --&gt; 00:01:29,230\r\nat change management, I kind\r\n\r\n50\r\n00:01:29,230 --&gt; 00:01:30,480\r\nof... well I'm a project\r\n\r\n51\r\n00:01:30,480 --&gt; 00:01:31,530\r\nmanager, so I view it\r\n\r\n52\r\n00:01:31,580 --&gt; 00:01:33,000\r\nfrom a project management and\r\n\r\n53\r\n00:01:33,000 --&gt; 00:01:35,850\r\ncustomer perspective. So anytime there\r\n\r\n54\r\n00:01:35,850 --&gt; 00:01:37,280\r\nis a project, there will\r\n\r\n55\r\n00:01:37,280 --&gt; 00:01:39,830\r\nbe organizational changes that'll have\r\n\r\n56\r\n00:01:39,830 --&gt; 00:01:40,940\r\nto be thought through from\r\n\r\n57\r\n00:01:40,940 --&gt; 00:01:43,120\r\na customer perspective and to\r\n\r\n58\r\n00:01:43,120 --&gt; 00:01:45,000\r\nLaurie's point, it's about identifying\r\n\r\n59\r\n00:01:45,000 --&gt; 00:01:46,320\r\nthat bunch of people in\r\n\r\n60\r\n00:01:47,200 --&gt; 00:01:48,450\r\na project. We call those\r\n\r\n61\r\n00:01:48,450 --&gt; 00:01:49,760\r\nthe stake holders, and getting\r\n\r\n62\r\n00:01:49,760 --&gt; 00:01:51,380\r\nthem bought into that vision\r\n\r\n63\r\n00:01:51,740 --&gt; 00:01:52,850\r\nand why the change is\r\n\r\n64\r\n00:01:52,850 --&gt; 00:01:54,600\r\nneeded in determining the plan\r\n\r\n65\r\n00:01:54,600 --&gt; 00:01:55,560\r\non how to get them\r\n\r\n66\r\n00:01:55,930 --&gt; 00:01:58,780\r\nto that desired state. So\r\n\r\n67\r\n00:01:58,780 --&gt; 00:01:59,960\r\nI feel like if you\r\n\r\n68\r\n00:01:59,960 --&gt; 00:02:01,540\r\ncan create a framework or\r\n\r\n69\r\n00:02:01,540 --&gt; 00:02:03,450\r\nguard rails around that process,\r\n\r\n70\r\n00:02:03,760 --&gt; 00:02:05,420\r\nthat really is very beneficial\r\n\r\n71\r\n00:02:05,420 --&gt; 00:02:07,140\r\nfor organizations to be able\r\n\r\n72\r\n00:02:07,140 --&gt; 00:02:08,730\r\nto obtain and get to\r\n\r\n73\r\n00:02:08,730 --&gt; 00:02:10,210\r\nthe goals of change management.<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Genesys Cloud,genesys cloud cx,Genesys Engage,genesys multicloud cx,Public\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/fcw-cloud-summit-innovation-in-government-best-practices-when-migrating-to-the-cloud?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">FCW Cloud Summit \u2013 Innovation in Government: Best Practices When Migrating to the Cloud<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nFCW Cloud Summit:\r\nInnovation in Government: Best Practices When Migrating to the Cloud\r\n[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.\r\n\r\nThis 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 form_type=\"hot\" cta_header=\"Watch On-Demand\" cta_button=\"Watch now\" cms_hold=\"RG\" cid_id=\"7011T000001t8sxQAA\"]\r\nMeet the Speakers\r\n\r\nTony Pearson\r\nSolutions Consultant Leader\r\nFederal Public Sector\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"AppFoundry,Improve customer experience,Genesys Cloud,genesys cloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/improve-productivity-while-increasing-customer-satisfaction?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">AppFoundry Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Improve productivity while increasing customer satisfaction<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nAppFoundry Webinar\r\n\r\nImprove productivity while increasing customer satisfaction\r\n[cutoff co_thick=\"2px\"]Wednesday, July 29, 2020 at 8 AM PDT\r\n\r\nCustomer experience is everything. Customers expect you to have the tools in place to solve issues in a timely and effective manner. But, when there\u2019s also added pressure to do more with less, increasing your call center and sales agents\u2019 productivity is key.\r\n\r\nJoin us to learn how you can leverage CTI to provide your agents with insight into your customer\u2019s issues, drive agent productivity and increase reporting to make the right business decisions.\r\n\r\nIn this webinar you\u2019ll learn how to:\r\n\r\n \tDrive agent productivity\r\n \tImprove customer satisfaction\r\n \tMonitor and measure agent performance\r\n \tIdentify customer pain points\r\n\r\n[mktoform form_type=\"hot\" cta_header=\"REGISTER NOW\" cta_button=\"Register Now!\" form_reach=\"noreach\" cms_hold=\"RG\" cid_id=\"7011T000001t8sEQAQ\"]\r\nMeet the Speaker\r\n\r\nJeff Knight\r\nVP of Sales\r\nUpland InGenius\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Genesys Cloud,genesys cloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/new-standards-for-contact-center-performance?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">New Standards for Contact Center Performance<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\n[this_page_title]\r\n[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!\r\n\r\nView 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 form_type=\"hot\" 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\"]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Genesys Cloud,genesys cloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/state-of-the-contact-center-webinar-ccw?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">State of The Contact Center Technology<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\n[this_page_title]\r\n[cutoff co_thick=\"2px\"]You have lofty ambitions for your contact center, and your customers have lofty demands for the experience. How will you turn these aspirations into reality? The answer: a savvy approach to technology.\r\n\r\nWatch this on-demand webinar on the State of Contact Center Technology to learn how to navigate this journey. Whether your emphasis is on managing technology, designing customer experiences or guiding agents through transformation, our expert speakers will separate fact from fiction, hype from reality and \u201ccool\u201d from \u201ccustomer-centric\u201d as they empower you to turn the industry\u2019s most exciting innovations into utterly unprecedented result[mktoform form_type=\"hot\" 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=\"7011T000001t8HIQAY\" url=\"https:\/\/www.genesys.com\/campaign\/state-of-the-contact-center-webinar-thank-you\" ar_url=\"https:\/\/www.genesys.com\/campaign\/state-of-the-contact-center-webinar-thank-you\"]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Demo,Genesys Cloud,genesys cloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/genesys-cloud-the-power-of-a-visionary-workforce-engagement-solution?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Demo Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Genesys Cloud: The power of a visionary workforce engagement solution<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nLinkedIn Live Demo\r\n\r\nGenesys Cloud: The power of a visionary workforce engagement solution\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]Whether you\u2019re 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.\u00a0\r\n\r\nWatch this on-demand demo for the Genesys integrated, all-in-one WEM solution. During this 25-minute session, you\u2019ll get a chance to see the highlights of our solution in action.[mktoform form_type=\"hot\" cta_header=\"REGISTER NOW\" cta_button=\"Register Now!\" cms_hold=\"RG\" cid_id=\"7011T000001t8bmQAA\"]\r\nMeet the Speakers\r\n\r\nRobert Beasley\r\nDirector, Strategic Solutions\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Customer,Genesys Cloud,genesys cloud cx,PureBridge\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/moving-to-genesys-cloud?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Customer Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">CX Virtual Tour: Moving from PureConnect to Genesys Cloud<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\n[this_page_title]\r\n[cutoff co_thick=\"2px\"]\r\nGet the contact center platform of the future \u2014 it\u2019s easier than you think.\r\n\r\n\r\nWith 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\u2122 platform quickly.\r\n\r\nIn this on-demand webinar you will hear about:\r\n\r\n \tHow we use automation tools to speed design &amp; implementation\r\n \tWhat factors you need to consider before starting\r\n \tHow you can leverage your existing investment to set up Genesys Cloud\r\n\r\nWatch this on-demand session to see and experience it for yourself.\r\n\r\n\r\n[mktoform form_type=\"hot\" cta_header=\"Watch the on-demand recording\" cta_button=\"Watch now\" ar_status=\"dynamic\" cms_hold=\"RG\" cid_id=\"7011T000001t7TDQAY\"]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/ai-and-the-contact-center?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">AI and the Contact Center<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\n[this_page_title]\r\n[cutoff co_thick=\"2px\"]The contact center is where artificial intelligence will have perhaps the greatest impact on organizations in the next decade. It will reshape traditional IVRs with natural language processing, machine learning, and robotic process automation. But it\u2019s not just about the technology; it\u2019s about what you can do with it to solve customer problems.\r\n\r\nWatch the on-demand webinar with experts from Nuance, Genesys, LogMeIn, and Directly, where we\u2019ll discuss these topics:\r\n\r\n \tHow AI supports the customer journey, including analytics and predictive recommendations\r\n \tHow AI can work behind the scenes to help employees deliver better customer experiences\r\n \tBest practices for cost-effectively increasing agent efficiency and customer satisfaction\r\n \tThe best way to deploy AI for support teams to deliver greater employee satisfaction and retention\r\n \tHow working with AI and bots is not exactly what you think it is\r\n \tBest practices for setting up successful virtual assistants\r\n \tThe critical infrastructure needed for successful AI implementations\r\n\r\n[mktoform form_type=\"hot\" ar_status=\"dynamic\" cms_hold=\"RG\" cid_id=\"7011T000001t8HNQAY\"]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Genesys Cloud,genesys cloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/why-your-contact-center-should-be-migrating-to-the-cloud?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Enterprise Connect: Why Your Contact Center Should Be Migrating to the Cloud<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\n[this_page_title]\r\n[cutoff co_thick=\"2px\"]Migrating to a cloud contact center solution enables your company to continuously provide meaningful experiences while delivering competitive results. Cloud solutions allow you to get automated, get predictive with your customers\u2019 needs and, more importantly, allow you to have a dynamic contact center that can help your company stay competitive.\r\n\r\nView this on-demand webinar with Robin Gareiss, Founder and President of Nemertes Research, and Derek Adams, Senior Product Marketing Director at Genesys, to learn more about:\r\n\r\n \tWhy you should be migrating to the cloud\r\n \tWhat migration looks like for your on-premises contact center\r\n\r\n[mktoform form_type=\"hot\" cta_button=\"View On-Demand\" form_p_target=\"custom\" ar_status=\"dynamic\" ar_url_dynamic=\"custom\" cms_hold=\"RG\" cid_id=\"7011T000001t8HD\" url=\"https:\/\/www.genesys.com\/campaign\/why-your-contact-center-should-be-migrating-to-the-cloud-thankyou\" ar_url=\"https:\/\/www.genesys.com\/campaign\/why-your-contact-center-should-be-migrating-to-the-cloud-thankyou\"]<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Genesys Cloud,genesys cloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/govloop-fireside-chat-how-the-cloud-can-boost-employee-engagement?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">GovLoop Fireside Chat: How the Cloud Can Boost Employee Engagement<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\n[this_page_title]\r\n[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\u2019t have the proper tools and resources they need to get their job done. The cloud can alleviate some of those issues.\r\n\r\nThis OnDemand fireside chat with government and industry experts discusses how the cloud can boost employee engagement.\r\n\r\nSpecifically, you'll learn:\r\n\r\n \tWhy government employees feel like they don't have the proper tools and resources to get their jobs done.\r\n \tThe biggest barriers, including, leadership buy-in, budget and security challenges that prevent governments from modernizing.\r\n \tHow successful organizations have boosted employee engagement with the cloud.\r\n\r\n[mktoform form_type=\"hot\" 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\"]\r\nMeet the Speakers\r\n\r\nDavid York\r\nSenior Vice President, US Public Sector, Genesys\r\n\r\nRyan Hillard\r\nSystems Developer, Small Business Administration\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Demo,Genesys Cloud,genesys cloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/see-genesys-cloud-in-action-keep-your-employees-happy?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Demo Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">See Genesys Cloud in action: Keep your employees happy<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nMonthly Genesys Cloud Demo\r\n\r\nSee Genesys Cloud in action: Keep your employees happy\r\n[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.\r\n\r\nSimplify 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.\r\n\r\nModern 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 form_type=\"hot\" cta_header=\"REGISTER NOW\" cta_button=\"Register Now!\" cms_hold=\"RG\" cid_id=\"7011T000001t8CmQAI\"]\r\nMeet the Speaker\r\n\r\nBrad Forsythe\r\nSenior Strategic Sales Consultant\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Analyst,Genesys AI,Genesys Cloud,genesys cloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/ai-in-the-contact-center-the-promise-reality-and-future?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Analyst Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">AI in the contact center: The promise, reality and future<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nMIT Analyst Webinar\r\n\r\nAI in the contact center: The promise, reality and future\r\n[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\u2019re going about it is changing rapidly.\r\n\r\nJoin 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\u2019s vision and success. Get details on current AI use cases, challenges and trends \u2014 and see how the COVID-19 pandemic has changed the trajectory of AI in the contact center.\r\n\r\nGet an in-depth look into:\r\n\r\n \tMarket AI adoption\r\n \tReality, practicality and best practices for implementing and scaling AI\r\n \tMIT predictions about the role of AI\r\n\r\n[cutoff co_thick=\"2px\"]1\r\n00:00:05,100 --&gt; 00:00:08,410\r\nGood morning, evening and afternoon everyone. This is Josh Reed from\r\n\r\n2\r\n00:00:08,410 --&gt; 00:00:10,420\r\nthe digital events team here at Genesys and I'll be\r\n\r\n3\r\n00:00:10,420 --&gt; 00:00:13,620\r\nmoderating today's webcast. Let me be the first to welcome\r\n\r\n4\r\n00:00:13,620 --&gt; 00:00:17,360\r\nyou all to today's webcast titled AI in the Contact Center:\r\n\r\n5\r\n00:00:17,530 --&gt; 00:00:21,750\r\nThe Promise, Reality and Future. So to make sure that you\r\n\r\n6\r\n00:00:21,750 --&gt; 00:00:24,610\r\nhave the best experience viewing today's webcast, let me highlight\r\n\r\n7\r\n00:00:24,610 --&gt; 00:00:27,330\r\na few things first. First off, if you experience any\r\n\r\n8\r\n00:00:27,330 --&gt; 00:00:31,610\r\nproblems viewing or listening to today's webcast, refresh your browser\r\n\r\n9\r\n00:00:31,610 --&gt; 00:00:34,110\r\nand make sure that it's up to date to support HTML5 as this\r\n\r\n10\r\n00:00:34,110 --&gt; 00:00:37,930\r\nusually fixes any console issues that you might experience. Also it\r\n\r\n11\r\n00:00:37,930 --&gt; 00:00:40,500\r\nmight help to switch over to something like Mozilla Firefox\r\n\r\n12\r\n00:00:40,500 --&gt; 00:00:42,670\r\nor Chrome as well as these are the best browsers\r\n\r\n13\r\n00:00:42,670 --&gt; 00:00:45,920\r\nto support the webcast platform. And if you're having trouble\r\n\r\n14\r\n00:00:45,920 --&gt; 00:00:49,460\r\nseeing the slide window or the webcam window, that's completely\r\n\r\n15\r\n00:00:49,460 --&gt; 00:00:51,680\r\nfine. You do have the ability to enlarge that by\r\n\r\n16\r\n00:00:51,680 --&gt; 00:00:56,330\r\ndragging one of the corners throughout the presentation. Also note\r\n\r\n17\r\n00:00:56,330 --&gt; 00:00:59,130\r\nthis webcast is designed to be an interactive experience between\r\n\r\n18\r\n00:00:59,130 --&gt; 00:01:01,310\r\nyou and our presenters today. So at any time during\r\n\r\n19\r\n00:01:01,310 --&gt; 00:01:03,510\r\nthe webcast, feel free to throw questions into the Q&amp;\r\n\r\n20\r\n00:01:03,510 --&gt; 00:01:07,430\r\nA window below this slide window and we'll answer as\r\n\r\n21\r\n00:01:07,430 --&gt; 00:01:10,340\r\nmany as we can at the end of the presentation. However,\r\n\r\n22\r\n00:01:10,500 --&gt; 00:01:12,630\r\nas sometimes it does happen if time gets away from\r\n\r\n23\r\n00:01:12,630 --&gt; 00:01:15,670\r\nus and we aren't able to answer your question aloud,\r\n\r\n24\r\n00:01:15,910 --&gt; 00:01:18,320\r\ndon't frank we will follow up with you via email\r\n\r\n25\r\n00:01:18,320 --&gt; 00:01:21,940\r\nwithin the next few business days. And also know if\r\n\r\n26\r\n00:01:21,940 --&gt; 00:01:24,100\r\nyou're joining late or you have to jump, or if\r\n\r\n27\r\n00:01:24,100 --&gt; 00:01:26,400\r\nyou have to go somewhere else during the presentation, don't\r\n\r\n28\r\n00:01:26,400 --&gt; 00:01:28,710\r\nworry about that. This is being recorded and you will\r\n\r\n29\r\n00:01:28,710 --&gt; 00:01:31,560\r\nreceive an on demand recording from ON24 within the next\r\n\r\n30\r\n00:01:31,560 --&gt; 00:01:33,320\r\nfew business days. So just be on the lookout for\r\n\r\n31\r\n00:01:33,320 --&gt; 00:01:37,080\r\nthat. Also at any time during today's webcast, feel free\r\n\r\n32\r\n00:01:37,080 --&gt; 00:01:40,280\r\nto check out the resource box just below the slide window\r\n\r\n33\r\n00:01:40,280 --&gt; 00:01:42,870\r\nnext to the Q&amp; A window. Clicking through won't take you away,\r\n\r\n34\r\n00:01:42,870 --&gt; 00:01:44,530\r\nso don't worry about that. It'll open up in a\r\n\r\n35\r\n00:01:44,530 --&gt; 00:01:47,330\r\nnew tab in your browser, but these resources expand on\r\n\r\n36\r\n00:01:47,330 --&gt; 00:01:51,370\r\ntoday's topic. And lastly, we welcome and appreciate your feedback.\r\n\r\n37\r\n00:01:51,420 --&gt; 00:01:53,330\r\nSo you'll have the opportunity to fill out a short\r\n\r\n38\r\n00:01:53,330 --&gt; 00:01:56,020\r\nsurvey today. It can be found in the last icon\r\n\r\n39\r\n00:01:56,020 --&gt; 00:01:58,470\r\nto the left or it'll show up automatically at the\r\n\r\n40\r\n00:01:58,470 --&gt; 00:02:00,720\r\nend of the presentation, but we definitely want to collect\r\n\r\n41\r\n00:02:00,720 --&gt; 00:02:02,780\r\nyour feedback about what you would like to hear in\r\n\r\n42\r\n00:02:02,780 --&gt; 00:02:07,390\r\nthe future for our webcasts. And like I said, short\r\n\r\n43\r\n00:02:07,390 --&gt; 00:02:11,040\r\nand sweet. So today we have three excellent presenters excited\r\n\r\n44\r\n00:02:11,040 --&gt; 00:02:14,020\r\nto discuss how to get details on current AI use\r\n\r\n45\r\n00:02:14,020 --&gt; 00:02:17,760\r\ncases, challenges, and trends, and see how the COVID-19 pandemic\r\n\r\n46\r\n00:02:17,760 --&gt; 00:02:21,850\r\nhas changed the trajectory of AI in the contact center. First\r\n\r\n47\r\n00:02:21,850 --&gt; 00:02:24,210\r\nwe have Janelle Dieken. She's the Senior Vice President of\r\n\r\n48\r\n00:02:24,290 --&gt; 00:02:28,370\r\nProduct Marketing here at Genesys and joining Janelle today, we\r\n\r\n49\r\n00:02:28,370 --&gt; 00:02:32,040\r\nhave two special guests from MIT technology review insights. Let\r\n\r\n50\r\n00:02:32,040 --&gt; 00:02:35,440\r\nme welcome Claire Beatty, the Editorial Director for International Markets\r\n\r\n51\r\n00:02:36,010 --&gt; 00:02:38,980\r\nand we also have Aarde Cosseboom, the Senior Director of GMS\r\n\r\n52\r\n00:02:38,980 --&gt; 00:02:42,960\r\nTechnology, Product and Analytics from Textile. So with all that\r\n\r\n53\r\n00:02:42,960 --&gt; 00:02:45,310\r\nbeing said, I'm actually going to hand things off Claire\r\n\r\n54\r\n00:02:45,760 --&gt; 00:02:48,040\r\nto kick us off today. Claire, the floor is yours.\r\n\r\n55\r\n00:02:49,330 --&gt; 00:02:52,600\r\nThank you. Thank you for the introduction, Josh. And I'm delighted to\r\n\r\n56\r\n00:02:52,600 --&gt; 00:02:55,720\r\nwelcome you to this webinar today. We will be presenting\r\n\r\n57\r\n00:02:55,720 --&gt; 00:02:59,490\r\nthe findings of a piece of research conducted with Genesys.\r\n\r\n58\r\n00:02:59,490 --&gt; 00:03:02,300\r\nIt's called the Global AI Agenda, and we will be\r\n\r\n59\r\n00:03:02,300 --&gt; 00:03:06,490\r\nfacilitating a discussion around that. So first of all, let\r\n\r\n60\r\n00:03:06,490 --&gt; 00:03:09,680\r\nme introduce you to the research that we will be\r\n\r\n61\r\n00:03:09,680 --&gt; 00:03:18,510\r\npresenting today. In December, 2019 and January, 2020, we conducted\r\n\r\n62\r\n00:03:18,510 --&gt; 00:03:23,330\r\na global survey of about 1000 AI leaders, C level\r\n\r\n63\r\n00:03:23,330 --&gt; 00:03:27,210\r\nexecutives, heads of sales and marketing all across the world,\r\n\r\n64\r\n00:03:27,210 --&gt; 00:03:30,730\r\nso in Latin America, North America, Europe, the middle East and\r\n\r\n65\r\n00:03:30,730 --&gt; 00:03:34,040\r\nAfrica and Asia Pacific. And the questions that we asked\r\n\r\n66\r\n00:03:34,040 --&gt; 00:03:37,610\r\nthem are here on your screen. So what is the status of AI\r\n\r\n67\r\n00:03:37,610 --&gt; 00:03:41,050\r\nadoption globally? And what are the leading use cases? What\r\n\r\n68\r\n00:03:41,050 --&gt; 00:03:44,350\r\nare the benefits that companies are seeing through AI adoption\r\n\r\n69\r\n00:03:44,350 --&gt; 00:03:47,850\r\nso far and what are some of the obstacles? And then lastly, the\r\n\r\n70\r\n00:03:47,850 --&gt; 00:03:51,500\r\nidea of data sharing. So how are companies looking at\r\n\r\n71\r\n00:03:51,500 --&gt; 00:03:56,050\r\nthe data sets that they have thinking about the potential benefits that could\r\n\r\n72\r\n00:03:56,050 --&gt; 00:03:59,770\r\nbe gained if they share that data with third parties\r\n\r\n73\r\n00:04:00,030 --&gt; 00:04:01,390\r\nand what would it mean? What would they need to\r\n\r\n74\r\n00:04:01,390 --&gt; 00:04:03,830\r\nsee in order to jump into this new world of\r\n\r\n75\r\n00:04:03,830 --&gt; 00:04:08,320\r\ndata sharing? So with that, let me dive straight into\r\n\r\n76\r\n00:04:08,320 --&gt; 00:04:12,330\r\nsome of the results of the survey. So the headline\r\n\r\n77\r\n00:04:12,380 --&gt; 00:04:17,270\r\nfinding is that of the large companies that we surveyed, by\r\n\r\n78\r\n00:04:17,270 --&gt; 00:04:21,600\r\nthe end of 2019 about 87% said that they were\r\n\r\n79\r\n00:04:21,600 --&gt; 00:04:25,860\r\nusing AI somewhere in their business operations and the chart\r\n\r\n80\r\n00:04:26,140 --&gt; 00:04:30,360\r\nthat's on your slide here shows the industries that are\r\n\r\n81\r\n00:04:30,380 --&gt; 00:04:35,030\r\nperhaps furthest ahead in this AI journey. And we see\r\n\r\n82\r\n00:04:35,030 --&gt; 00:04:40,970\r\nthat financial services has really high expectations of AI. The\r\n\r\n83\r\n00:04:40,970 --&gt; 00:04:44,980\r\nquestion is within three years, approximately what percentage of your\r\n\r\n84\r\n00:04:44,980 --&gt; 00:04:48,940\r\nbusiness processes will use AI? So you can see financial\r\n\r\n85\r\n00:04:48,940 --&gt; 00:04:52,720\r\nservices is the furthest ahead. And they just have so\r\n\r\n86\r\n00:04:52,720 --&gt; 00:04:58,420\r\nmany use cases from customer processes to back office operations,\r\n\r\n87\r\n00:04:58,720 --&gt; 00:05:04,320\r\nto risk management, to portfolio management, to cybersecurity. So they're actually\r\n\r\n88\r\n00:05:04,320 --&gt; 00:05:13,610\r\nvery mature in using AI in the business. So next\r\n\r\n89\r\n00:05:13,610 --&gt; 00:05:20,080\r\nwe looked at what are the largest AI use cases\r\n\r\n90\r\n00:05:20,080 --&gt; 00:05:25,090\r\nglobally. And we saw the lead finding is that quality\r\n\r\n91\r\n00:05:25,090 --&gt; 00:05:29,200\r\ncontrol followed by customer care and support and cybersecurity are\r\n\r\n92\r\n00:05:30,200 --&gt; 00:05:35,160\r\nthe leading use cases globally. And if we think about\r\n\r\n93\r\n00:05:35,560 --&gt; 00:05:40,480\r\nquality control, there are just so many different ways that\r\n\r\n94\r\n00:05:40,480 --&gt; 00:05:44,540\r\nmight look like depending on what industry you're in, whether you're in pharma\r\n\r\n95\r\n00:05:44,540 --&gt; 00:05:48,270\r\nor manufacturing, you might be using a different array of\r\n\r\n96\r\n00:05:48,310 --&gt; 00:05:51,690\r\nAI technologies for that use case, but that is the\r\n\r\n97\r\n00:05:51,690 --&gt; 00:05:55,550\r\nleading use case globally. So I'd like to bring in\r\n\r\n98\r\n00:05:55,560 --&gt; 00:05:58,610\r\nAarde at this point to tell us a little bit\r\n\r\n99\r\n00:05:58,760 --&gt; 00:06:02,700\r\nabout AI at Textile. What are some of the leading\r\n\r\n100\r\n00:06:02,700 --&gt; 00:06:04,870\r\nuse cases you're seeing in your business Aarde? Aarde I think\r\n\r\n101\r\n00:06:04,870 --&gt; 00:06:37,900\r\nyou might be on mute. Josh, perhaps you can help get Aarde\r\n\r\n102\r\n00:06:37,900 --&gt; 00:06:41,430\r\noff mute. Janelle I want to it over to you at this point?\r\n\r\n103\r\n00:06:42,370 --&gt; 00:06:46,650\r\nHello. No, go ahead Janelle if you'd like to step\r\n\r\n104\r\n00:06:46,650 --&gt; 00:06:47,850\r\nin real fast and let me see if I can get Aarde\r\n\r\n105\r\n00:06:47,850 --&gt; 00:06:53,410\r\nunmuted here. Okay. No problem. Janelle tell us about your customers.\r\n\r\n106\r\n00:06:55,180 --&gt; 00:06:59,180\r\nSure. So I think when we think of use of\r\n\r\n107\r\n00:06:59,180 --&gt; 00:07:03,110\r\nAI, especially as it relates to a couple of the\r\n\r\n108\r\n00:07:03,110 --&gt; 00:07:06,660\r\ncolumns in your chart here around customer service and support\r\n\r\n109\r\n00:07:06,660 --&gt; 00:07:11,360\r\nas well as even personalization, bots are often the first\r\n\r\n110\r\n00:07:11,360 --&gt; 00:07:14,920\r\ntype of use case that comes to mind especially for\r\n\r\n111\r\n00:07:14,920 --&gt; 00:07:18,970\r\ncustomer support. But we also see it as more than\r\n\r\n112\r\n00:07:18,970 --&gt; 00:07:23,880\r\njust a Voicebot or a Chatbot. When I look at\r\n\r\n113\r\n00:07:23,880 --&gt; 00:07:28,820\r\nboth personalizing products and services, as well as customer care\r\n\r\n114\r\n00:07:28,820 --&gt; 00:07:32,450\r\nand support, here at Genesys we believe that the future\r\n\r\n115\r\n00:07:32,450 --&gt; 00:07:38,410\r\nof customer experience is rooted in those highly personalized experiences\r\n\r\n116\r\n00:07:38,490 --&gt; 00:07:42,470\r\npowered by AI. That's a part of what we call\r\n\r\n117\r\n00:07:42,540 --&gt; 00:07:48,260\r\nexperience as a service. And so that phrase experience as\r\n\r\n118\r\n00:07:48,260 --&gt; 00:07:51,600\r\na service might be new to some, if not all\r\n\r\n119\r\n00:07:51,600 --&gt; 00:07:53,560\r\nof you. So let me unpack that for a moment.\r\n\r\n120\r\n00:07:54,260 --&gt; 00:07:57,770\r\nExperience as a service, it really just looks to help\r\n\r\n121\r\n00:07:57,770 --&gt; 00:08:04,390\r\ncompanies to provide personalization at scale where employees of companies\r\n\r\n122\r\n00:08:04,390 --&gt; 00:08:09,190\r\ncan interact with their customers not only with efficiency and\r\n\r\n123\r\n00:08:09,190 --&gt; 00:08:12,210\r\neffectiveness, which are still important, but also with that added\r\n\r\n124\r\n00:08:12,210 --&gt; 00:08:17,320\r\nelement of empathy, to help foster customer loyalty and trust\r\n\r\n125\r\n00:08:17,320 --&gt; 00:08:20,330\r\nalong the way. And so if I go to the\r\n\r\n126\r\n00:08:20,330 --&gt; 00:08:22,680\r\nnext slide and go to a little bit more detail\r\n\r\n127\r\n00:08:22,680 --&gt; 00:08:25,880\r\non that, how we think of it here at Genesys\r\n\r\n128\r\n00:08:25,970 --&gt; 00:08:30,570\r\nwith experience as a service is that each interaction between\r\n\r\n129\r\n00:08:31,000 --&gt; 00:08:34,900\r\nsomeone in your business and your end customers should start\r\n\r\n130\r\n00:08:34,900 --&gt; 00:08:38,940\r\nwith your customer right at the center. And if you\r\n\r\n131\r\n00:08:38,940 --&gt; 00:08:44,450\r\ngain an understanding of that customer's needs, their intent and\r\n\r\n132\r\n00:08:44,450 --&gt; 00:08:49,270\r\ntheir preferences, then you can make customers feel remembered, heard\r\n\r\n133\r\n00:08:49,270 --&gt; 00:08:52,210\r\nand understood just as if you would in your other\r\n\r\n134\r\n00:08:52,210 --&gt; 00:08:55,680\r\nrelationships that you build in life. And so in other\r\n\r\n135\r\n00:08:55,680 --&gt; 00:08:59,180\r\nwords, in your experiences, you can go beyond the elements\r\n\r\n136\r\n00:08:59,180 --&gt; 00:09:02,270\r\nof efficiency and effectiveness in your contact center environment, which\r\n\r\n137\r\n00:09:02,270 --&gt; 00:09:06,510\r\nare still important and be more empathetic to really personalize\r\n\r\n138\r\n00:09:06,510 --&gt; 00:09:11,390\r\nthat experience further. On interactions rooted in empathy, where you\r\n\r\n139\r\n00:09:11,390 --&gt; 00:09:15,440\r\nmake the customer feel remembered, heard and understood, make it\r\n\r\n140\r\n00:09:15,440 --&gt; 00:09:21,120\r\neasier to build trust and earn loyalty for stronger connections\r\n\r\n141\r\n00:09:21,120 --&gt; 00:09:25,450\r\nand better results. And to achieve that at scale, which\r\n\r\n142\r\n00:09:25,450 --&gt; 00:09:29,570\r\ncan be really where the challenge and complexity comes into the picture,\r\n\r\n143\r\n00:09:30,160 --&gt; 00:09:32,980\r\nyou need to just have the right tools and technology\r\n\r\n144\r\n00:09:32,980 --&gt; 00:09:36,570\r\nin place. And we believe with experience as a service,\r\n\r\n145\r\n00:09:36,810 --&gt; 00:09:43,410\r\nthat's a combination of three core components, data, artificial intelligence\r\n\r\n146\r\n00:09:43,650 --&gt; 00:09:46,360\r\nand engagement tools. And if I unpack that a little\r\n\r\n147\r\n00:09:46,360 --&gt; 00:09:50,290\r\nbit more as it relates to your question, Claire, around\r\n\r\n148\r\n00:09:50,290 --&gt; 00:09:54,020\r\nvarious use cases, we need to start with data because\r\n\r\n149\r\n00:09:54,070 --&gt; 00:09:58,010\r\nif I'm going to provide a personalized experience where I\r\n\r\n150\r\n00:09:58,010 --&gt; 00:10:02,660\r\ninject empathy and I want the customer to feel known\r\n\r\n151\r\n00:10:02,660 --&gt; 00:10:04,990\r\nand heard and understood, I have to know something about\r\n\r\n152\r\n00:10:04,990 --&gt; 00:10:08,560\r\nthem. And so empathy requires information, not only about your\r\n\r\n153\r\n00:10:08,560 --&gt; 00:10:12,430\r\ncustomer, but also the employees that are serving them. And\r\n\r\n154\r\n00:10:12,430 --&gt; 00:10:15,300\r\nwe see your contact center as really a gold mine\r\n\r\n155\r\n00:10:15,300 --&gt; 00:10:20,240\r\nfor that data. By unifying historic third party and behavioral\r\n\r\n156\r\n00:10:20,240 --&gt; 00:10:22,780\r\ndata, you can put that good data use. And that's\r\n\r\n157\r\n00:10:22,780 --&gt; 00:10:27,500\r\nwhere artificial intelligence comes into play, where AI can turn\r\n\r\n158\r\n00:10:27,500 --&gt; 00:10:29,920\r\nthe mounds and mounds and mounds of data that you\r\n\r\n159\r\n00:10:29,920 --&gt; 00:10:33,430\r\nhave into those real time insights and actions and make\r\n\r\n160\r\n00:10:33,430 --&gt; 00:10:37,460\r\nsense of it all with all your conversational data to\r\n\r\n161\r\n00:10:37,460 --&gt; 00:10:40,780\r\npredict, maybe engaging in the right moment, if they're surfing\r\n\r\n162\r\n00:10:40,780 --&gt; 00:10:43,930\r\non your website or to predict who is the best\r\n\r\n163\r\n00:10:43,930 --&gt; 00:10:47,980\r\nperson to answer that phone call or that email, or\r\n\r\n164\r\n00:10:47,980 --&gt; 00:10:52,380\r\neven predict who is the right resources to staff to\r\n\r\n165\r\n00:10:52,380 --&gt; 00:10:55,500\r\nhandle that volumes to begin with. So it can automate\r\n\r\n166\r\n00:10:55,500 --&gt; 00:10:59,240\r\ndecisions about who, when and how to engage extending beyond\r\n\r\n167\r\n00:10:59,240 --&gt; 00:11:02,500\r\njust the example of bots. And then thirdly, with the\r\n\r\n168\r\n00:11:02,500 --&gt; 00:11:06,530\r\nright engagement tools, it allows you to personalize those experiences,\r\n\r\n169\r\n00:11:06,550 --&gt; 00:11:11,440\r\nnot just for customer service, but really across the lifecycle\r\n\r\n170\r\n00:11:11,440 --&gt; 00:11:17,000\r\nof your engagement in person across marketing sales and service,\r\n\r\n171\r\n00:11:17,000 --&gt; 00:11:21,020\r\nand the best engagement tools can help your employees know\r\n\r\n172\r\n00:11:21,020 --&gt; 00:11:24,000\r\nthe road that your customer has traveled on and anticipate\r\n\r\n173\r\n00:11:24,000 --&gt; 00:11:28,460\r\nwhat they need most. So all together with data, with\r\n\r\n174\r\n00:11:28,470 --&gt; 00:11:32,730\r\nartificial intelligence making sense of that data and really using\r\n\r\n175\r\n00:11:32,730 --&gt; 00:11:37,120\r\nAI and those applications, spanning marketing, sales, and service, we\r\n\r\n176\r\n00:11:37,120 --&gt; 00:11:40,770\r\nfeel you can create personalized experiences at scale that can\r\n\r\n177\r\n00:11:40,770 --&gt; 00:11:45,020\r\nhelp you provide true empathy to build trust and drive\r\n\r\n178\r\n00:11:45,020 --&gt; 00:11:49,290\r\nloyalty and that's experience of the service. And Claire if\r\n\r\n179\r\n00:11:49,290 --&gt; 00:11:51,970\r\nI can take a few more minutes maybe to give\r\n\r\n180\r\n00:11:52,470 --&gt; 00:11:58,590\r\nan example that the audience could relate to potentially. I'll\r\n\r\n181\r\n00:11:58,590 --&gt; 00:12:01,300\r\ngo to this slide real quick. And so let's say\r\n\r\n182\r\n00:12:01,300 --&gt; 00:12:05,460\r\nClaire, you are in the midst of moving and you're\r\n\r\n183\r\n00:12:05,460 --&gt; 00:12:09,260\r\nworking from home as we all are, and you have\r\n\r\n184\r\n00:12:09,430 --&gt; 00:12:11,910\r\nto time everything just right. So when you get into\r\n\r\n185\r\n00:12:11,910 --&gt; 00:12:14,840\r\nyour new place, you have to have high speed internet\r\n\r\n186\r\n00:12:14,840 --&gt; 00:12:17,310\r\nconnected and ready to go because you have this big\r\n\r\n187\r\n00:12:17,310 --&gt; 00:12:20,660\r\nwebinar coming up, you have important client meetings that are\r\n\r\n188\r\n00:12:20,660 --&gt; 00:12:23,590\r\nalready scheduled and you're kind of stressed about it. Actually\r\n\r\n189\r\n00:12:23,590 --&gt; 00:12:26,130\r\nyou're really stressed about it, right? So you go online\r\n\r\n190\r\n00:12:26,550 --&gt; 00:12:30,560\r\nand you log in to your existing cable provider's website,\r\n\r\n191\r\n00:12:31,100 --&gt; 00:12:34,040\r\nyou're finding it's kind of confusing, there's too many offers,\r\n\r\n192\r\n00:12:34,040 --&gt; 00:12:35,990\r\nit's not really clear on which one's best. You don't\r\n\r\n193\r\n00:12:35,990 --&gt; 00:12:38,070\r\nwant to cancel your account and then go through the\r\n\r\n194\r\n00:12:38,070 --&gt; 00:12:40,490\r\nwhole process of opening a new one. Maybe you just\r\n\r\n195\r\n00:12:40,490 --&gt; 00:12:43,810\r\nwant to transfer to a new address. You want to\r\n\r\n196\r\n00:12:43,810 --&gt; 00:12:47,410\r\nunderstand what's the situation with the global pandemic going on and\r\n\r\n197\r\n00:12:47,410 --&gt; 00:12:50,460\r\nsomebody coming to your home, all of that stuff, right?\r\n\r\n198\r\n00:12:50,460 --&gt; 00:12:53,810\r\nSo as you're searching online and researching on your cable\r\n\r\n199\r\n00:12:53,810 --&gt; 00:12:57,970\r\nprovider's website, you get a popup and that brings us to\r\n\r\n200\r\n00:12:58,370 --&gt; 00:13:02,330\r\nthis top bubble across the customer journey and employee journey,\r\n\r\n201\r\n00:13:02,330 --&gt; 00:13:07,700\r\nand the popup greets you personally and offers the opportunity for\r\n\r\n202\r\n00:13:07,700 --&gt; 00:13:11,070\r\nyou to chat with someone. And so you accept that\r\n\r\n203\r\n00:13:11,070 --&gt; 00:13:15,130\r\ninvitation and what you realize maybe, or don't even realize\r\n\r\n204\r\n00:13:15,130 --&gt; 00:13:18,530\r\nis that there's some automation upfront, and it's asking you\r\n\r\n205\r\n00:13:18,530 --&gt; 00:13:21,780\r\nsome questions. It's actually already identified based on your behavior\r\n\r\n206\r\n00:13:21,780 --&gt; 00:13:25,350\r\nthat maybe you're looking to do a move. And so\r\n\r\n207\r\n00:13:25,350 --&gt; 00:13:28,070\r\nit asks you that, and you start to dialogue with\r\n\r\n208\r\n00:13:28,070 --&gt; 00:13:30,960\r\nthis bot, which brings us to the second bullet. And\r\n\r\n209\r\n00:13:30,960 --&gt; 00:13:32,760\r\nas you're talking through that, it asks for your new\r\n\r\n210\r\n00:13:32,760 --&gt; 00:13:37,940\r\naddress, it's going pretty well, you indicate your new address\r\n\r\n211\r\n00:13:37,940 --&gt; 00:13:40,500\r\nand that you want to just transfer your service to\r\n\r\n212\r\n00:13:40,500 --&gt; 00:13:43,590\r\nthat. And as you were talking you realize, well, I'd really just\r\n\r\n213\r\n00:13:43,590 --&gt; 00:13:46,840\r\nlike to talk to someone on the other line. So\r\n\r\n214\r\n00:13:46,840 --&gt; 00:13:51,140\r\nyou ask it to speak to a representative, right? So\r\n\r\n215\r\n00:13:51,140 --&gt; 00:13:54,380\r\nbehind the scenes, what's happening at this cable provider, if\r\n\r\n216\r\n00:13:54,380 --&gt; 00:13:59,060\r\nwe go down to the employee journey, is that Aarde\r\n\r\n217\r\n00:13:59,080 --&gt; 00:14:03,140\r\nis one of many contact center resources that are now\r\n\r\n218\r\n00:14:03,420 --&gt; 00:14:07,190\r\nworking from home in this global pandemic. And so the\r\n\r\n219\r\n00:14:07,190 --&gt; 00:14:11,630\r\ncable provider has already captured a ton of information about\r\n\r\n220\r\n00:14:11,630 --&gt; 00:14:17,360\r\nalready his skillsets, his profile information, a lot of his\r\n\r\n221\r\n00:14:17,360 --&gt; 00:14:22,630\r\nperformance and talking and handling key issues. And we're using\r\n\r\n222\r\n00:14:22,630 --&gt; 00:14:26,570\r\nAI powered forecasting scheduling to make sure Aarde's staffed at\r\n\r\n223\r\n00:14:26,570 --&gt; 00:14:29,760\r\nthe right moment to handle these interactions that we're expecting\r\n\r\n224\r\n00:14:29,760 --&gt; 00:14:33,770\r\nto begin with. So all of that information feeds into\r\n\r\n225\r\n00:14:33,770 --&gt; 00:14:37,300\r\nthis middle journey of, to do predictive routing because what\r\n\r\n226\r\n00:14:37,900 --&gt; 00:14:40,460\r\nthe performance DNA also told us it's not only is\r\n\r\n227\r\n00:14:40,460 --&gt; 00:14:44,570\r\nAarde available to take this call or this chat interaction\r\n\r\n228\r\n00:14:44,570 --&gt; 00:14:47,390\r\nthat we have going on here, but he also actually\r\n\r\n229\r\n00:14:47,390 --&gt; 00:14:49,900\r\nlives in the area where you're moving to and might\r\n\r\n230\r\n00:14:49,900 --&gt; 00:14:52,420\r\nhave some insights that would be helpful as you make the\r\n\r\n231\r\n00:14:52,420 --&gt; 00:14:56,500\r\ntransition. And so he gets the chat interaction. And if\r\n\r\n232\r\n00:14:56,500 --&gt; 00:14:59,020\r\nwe go to the second bullet, he also then gets\r\n\r\n233\r\n00:14:59,020 --&gt; 00:15:03,130\r\nall of the context about you in using agent assistance.\r\n\r\n234\r\n00:15:03,130 --&gt; 00:15:06,340\r\nSo he can see everything you were doing on the\r\n\r\n235\r\n00:15:06,340 --&gt; 00:15:09,620\r\nwebsite. He can see your past loyalty to the cable\r\n\r\n236\r\n00:15:09,620 --&gt; 00:15:13,100\r\ncompany and really interact with you and make you feel\r\n\r\n237\r\n00:15:13,100 --&gt; 00:15:17,100\r\nknown, heard, and understood during this stressful time. You get\r\n\r\n238\r\n00:15:17,100 --&gt; 00:15:21,490\r\nall your answers, questions, you get the service scheduled to\r\n\r\n239\r\n00:15:21,490 --&gt; 00:15:24,440\r\nbe set up in the moment that you need it, you\r\n\r\n240\r\n00:15:24,440 --&gt; 00:15:26,830\r\nend the interaction, and then behind the scenes we can\r\n\r\n241\r\n00:15:26,830 --&gt; 00:15:30,820\r\ntake all that great performance info and your customer feedback\r\n\r\n242\r\n00:15:31,140 --&gt; 00:15:35,010\r\nto feed that into ongoing process improvement. So you can\r\n\r\n243\r\n00:15:35,010 --&gt; 00:15:38,460\r\nsee here in this example, it brings together the power\r\n\r\n244\r\n00:15:38,460 --&gt; 00:15:42,570\r\nof data about you, Claire, as the customer, Aarde as\r\n\r\n245\r\n00:15:42,570 --&gt; 00:15:46,640\r\nthe employee, connects them together in the customer and employee\r\n\r\n246\r\n00:15:46,640 --&gt; 00:15:49,690\r\njourney beyond just what you might think of with a\r\n\r\n247\r\n00:15:49,700 --&gt; 00:15:56,040\r\nChatbot or a Voicebot itself to really foster engagement, personalize\r\n\r\n248\r\n00:15:56,040 --&gt; 00:16:01,150\r\nthat experience and build trust and loyalty. I'd like to just\r\n\r\n249\r\n00:16:01,150 --&gt; 00:16:05,670\r\npick up on the point about empathy and in the\r\n\r\n250\r\n00:16:05,670 --&gt; 00:16:10,430\r\nsurvey we asked respondents to what extent do they agree\r\n\r\n251\r\n00:16:10,430 --&gt; 00:16:14,640\r\nwith the following statements. Is AI driven by a need\r\n\r\n252\r\n00:16:14,640 --&gt; 00:16:20,060\r\nto improve customer experience efficiency? Is AI driven by a\r\n\r\n253\r\n00:16:20,060 --&gt; 00:16:25,800\r\nneed to improve customer intimacy? Intimacy being defined as personalization,\r\n\r\n254\r\n00:16:26,000 --&gt; 00:16:31,530\r\ncustomization, a personalized journey. And then we pass the results into all\r\n\r\n255\r\n00:16:31,530 --&gt; 00:16:36,020\r\ncompanies, large companies and the companies that also have the\r\n\r\n256\r\n00:16:36,020 --&gt; 00:16:39,440\r\nhighest level of customer satisfaction. And what we found is\r\n\r\n257\r\n00:16:39,440 --&gt; 00:16:43,130\r\nthat across the board, companies are focusing on efficiency, but\r\n\r\n258\r\n00:16:43,130 --&gt; 00:16:47,330\r\nreally the customer experience leaders, the one with the best\r\n\r\n259\r\n00:16:50,070 --&gt; 00:16:54,920\r\ncustomer satisfaction scores are focusing the most strongly on empathy,\r\n\r\n260\r\n00:16:54,920 --&gt; 00:17:00,550\r\non intimacy and building that personalized journey. So at this point\r\n\r\n261\r\n00:17:00,870 --&gt; 00:17:04,970\r\nI will just throw out a question to the audience,\r\n\r\n262\r\n00:17:05,260 --&gt; 00:17:10,360\r\na poll question. And that is, how would you categorize\r\n\r\n263\r\n00:17:10,360 --&gt; 00:17:16,960\r\nyour company's use of AI to support customer experience personalization\r\n\r\n264\r\n00:17:16,960 --&gt; 00:17:21,220\r\ntoday? And then you can choose from the following options\r\n\r\n265\r\n00:17:21,450 --&gt; 00:17:26,240\r\nusing now it's core to our strategy, seeing successes from\r\n\r\n266\r\n00:17:26,240 --&gt; 00:17:31,980\r\nearly use cases, still seeking the benefits from early use\r\n\r\n267\r\n00:17:31,980 --&gt; 00:17:37,170\r\ncases, in the planning and discovery phases, or considering for\r\n\r\n268\r\n00:17:37,170 --&gt; 00:17:39,020\r\nthe future. And I'll just give you a couple of\r\n\r\n269\r\n00:17:39,020 --&gt; 00:17:41,890\r\nseconds to answer that question. So Aarde, I think you've\r\n\r\n270\r\n00:17:41,890 --&gt; 00:17:43,950\r\ngot your audio back. It'd be great for you tell\r\n\r\n271\r\n00:17:45,420 --&gt; 00:17:53,760\r\nus how would you answer that question? Okay. You're on\r\n\r\n272\r\n00:17:53,760 --&gt; 00:17:58,610\r\nmute again. Oh, no. Claire or Janelle can you just hear now. Now, you're\r\n\r\n273\r\n00:17:58,610 --&gt; 00:18:05,530\r\nhere. Yeah. Yes. You're back. Right. Perfect. Sorry about that. Yeah, you\r\n\r\n274\r\n00:18:05,530 --&gt; 00:18:07,220\r\nguys will hear a little bit more about this in\r\n\r\n275\r\n00:18:07,220 --&gt; 00:18:11,500\r\nthe future slides, but we're using it now and it's\r\n\r\n276\r\n00:18:11,500 --&gt; 00:18:14,480\r\na part of our core strategy. I would say there's\r\n\r\n277\r\n00:18:14,480 --&gt; 00:18:19,180\r\ndefinitely some room for improvement. It's an evolving product. It's never\r\n\r\n278\r\n00:18:19,680 --&gt; 00:18:25,680\r\nreally complete. It's always something that we could always strive to do better with. Okay.\r\n\r\n279\r\n00:18:25,910 --&gt; 00:18:29,320\r\nI noticed the way that you didn't reveal the exact answer,\r\n\r\n280\r\n00:18:29,320 --&gt; 00:18:32,620\r\nnot to influence results. So we will go now and\r\n\r\n281\r\n00:18:32,620 --&gt; 00:18:39,310\r\ntake a look at what the results are. Okay. All\r\n\r\n282\r\n00:18:39,310 --&gt; 00:18:42,790\r\nright. So how would you categorize your company's use of\r\n\r\n283\r\n00:18:42,790 --&gt; 00:18:47,810\r\nAI to support customer experience? Only less than 4% say\r\n\r\n284\r\n00:18:47,810 --&gt; 00:18:52,870\r\nusing now as core to our strategy, just over 25%\r\n\r\n285\r\n00:18:53,300 --&gt; 00:18:57,930\r\nare saying, seeing successes from early use cases and the largest\r\n\r\n286\r\n00:18:57,930 --&gt; 00:19:01,900\r\nmajority in the planning and discovery phases. Okay. That's very interesting.\r\n\r\n287\r\n00:19:02,190 --&gt; 00:19:05,410\r\nSo hopefully this webinar will be just at the right time, as\r\n\r\n288\r\n00:19:05,410 --&gt; 00:19:07,310\r\nyou're looking at some of the technologies that you can\r\n\r\n289\r\n00:19:07,310 --&gt; 00:19:11,860\r\nroll out in your customer experience. So very interesting to see\r\n\r\n290\r\n00:19:11,860 --&gt; 00:19:15,820\r\nthat. Okay, so now I'll share a few more findings\r\n\r\n291\r\n00:19:15,820 --&gt; 00:19:21,470\r\nfrom the global survey. Across industries, we looked at specifically what\r\n\r\n292\r\n00:19:21,470 --&gt; 00:19:24,650\r\nthe leading use cases are and broke it down in\r\n\r\n293\r\n00:19:25,010 --&gt; 00:19:28,170\r\nIT and telecoms, consumer goods and retail. So looking at\r\n\r\n294\r\n00:19:28,170 --&gt; 00:19:32,270\r\nthe IT and telecommunications industry, the number one use case\r\n\r\n295\r\n00:19:32,510 --&gt; 00:19:35,240\r\nis cyber security. And I think if you think about\r\n\r\n296\r\n00:19:35,240 --&gt; 00:19:37,830\r\nthe amount of customer data that they have, that really\r\n\r\n297\r\n00:19:37,830 --&gt; 00:19:41,670\r\nmakes sense that they prioritize cyber security in that way,\r\n\r\n298\r\n00:19:41,670 --&gt; 00:19:44,510\r\nfollowed by customer care. Everyone has got a mobile phone\r\n\r\n299\r\n00:19:44,510 --&gt; 00:19:48,240\r\naccount and they have a very high transaction volume in\r\n\r\n300\r\n00:19:48,240 --&gt; 00:19:53,100\r\nthe telecommunications industry. So that would make sense. The next industry\r\n\r\n301\r\n00:19:53,490 --&gt; 00:19:57,320\r\nis consumer goods and retail. And the leading use case\r\n\r\n302\r\n00:19:57,700 --&gt; 00:20:01,820\r\nin that industry is customer care and support followed by\r\n\r\n303\r\n00:20:01,820 --&gt; 00:20:06,350\r\nquality control and inventory management. So I guess, Aarde this\r\n\r\n304\r\n00:20:06,350 --&gt; 00:20:07,970\r\nis a good place for me to throw it back\r\n\r\n305\r\n00:20:07,970 --&gt; 00:20:11,090\r\nto you. You're in the retail space. We'd love to\r\n\r\n306\r\n00:20:11,090 --&gt; 00:20:14,580\r\nhear about some of the use cases that you are using with\r\n\r\n307\r\n00:20:14,580 --&gt; 00:20:21,180\r\nAI. Yeah. This is a great slide. Specifically on the right hand\r\n\r\n308\r\n00:20:21,180 --&gt; 00:20:23,850\r\nside where we're talking of consumer goods and E- commerce\r\n\r\n309\r\n00:20:23,850 --&gt; 00:20:26,430\r\nretail, I would say we lean a little bit more\r\n\r\n310\r\n00:20:26,430 --&gt; 00:20:28,560\r\nheavily on the customer care. So if I were to\r\n\r\n311\r\n00:20:28,560 --&gt; 00:20:33,340\r\nbreak it down from 100%, we probably are investing a\r\n\r\n312\r\n00:20:33,340 --&gt; 00:20:36,300\r\nlot of time and energy in AI around customer care,\r\n\r\n313\r\n00:20:36,300 --&gt; 00:20:40,010\r\nprobably in the like 60 or 70% range, but we do\r\n\r\n314\r\n00:20:40,010 --&gt; 00:20:43,520\r\nuse it for inventory management, quality control with regards to\r\n\r\n315\r\n00:20:43,520 --&gt; 00:20:49,890\r\nour products and also some personalization. Going back Janelle said\r\n\r\n316\r\n00:20:49,890 --&gt; 00:20:54,100\r\nearlier about creating that customer journey and empathy. We do use\r\n\r\n317\r\n00:20:54,100 --&gt; 00:20:57,530\r\nsome AI to help with that, but it's not a\r\n\r\n318\r\n00:20:57,580 --&gt; 00:21:00,810\r\ncore piece of our technology infrastructure. I would say we\r\n\r\n319\r\n00:21:00,820 --&gt; 00:21:08,620\r\nlean very heavily on conversational customer care. Fantastic. Okay. So\r\n\r\n320\r\n00:21:08,620 --&gt; 00:21:10,650\r\nif we look at a couple of other industries now,\r\n\r\n321\r\n00:21:10,650 --&gt; 00:21:14,960\r\nhere we have financial services focusing very heavily on fraud\r\n\r\n322\r\n00:21:14,960 --&gt; 00:21:20,060\r\ndetection, and we've seen some surveys in insurance, which shows\r\n\r\n323\r\n00:21:20,060 --&gt; 00:21:23,910\r\nthat about three to 4% of all claims are fraudulent.\r\n\r\n324\r\n00:21:23,910 --&gt; 00:21:29,280\r\nSo fraud detection is a very important use case for AI\r\n\r\n325\r\n00:21:29,660 --&gt; 00:21:34,340\r\nfollowed by financial processes and analysis and cyber security. If\r\n\r\n326\r\n00:21:34,340 --&gt; 00:21:37,170\r\nwe look at pharma and healthcare, the leading use case\r\n\r\n327\r\n00:21:37,370 --&gt; 00:21:41,870\r\nis quality control, very high at 60% followed by customer\r\n\r\n328\r\n00:21:41,870 --&gt; 00:21:46,280\r\ncare and then monitoring and diagnostics. Janelle, you were saying\r\n\r\n329\r\n00:21:46,280 --&gt; 00:21:50,090\r\nthat you might have an example from the pharma industry and\r\n\r\n330\r\n00:21:50,090 --&gt; 00:21:52,680\r\nhealthcare industry that brings a couple of those use cases\r\n\r\n331\r\n00:21:52,680 --&gt; 00:21:57,780\r\ntogether. Yeah. And I would say it's definitely been prominent, not\r\n\r\n332\r\n00:21:57,780 --&gt; 00:22:01,410\r\nonly in pharma and healthcare, but also in government. Recent\r\n\r\n333\r\n00:22:01,410 --&gt; 00:22:06,240\r\nexample with the pandemic with COVID-19 we saw the use\r\n\r\n334\r\n00:22:06,860 --&gt; 00:22:11,800\r\nof bots or virtual assistants become very important and urgently\r\n\r\n335\r\n00:22:11,800 --&gt; 00:22:17,700\r\nneeded especially in being able to handle influxes of inbound\r\n\r\n336\r\n00:22:17,700 --&gt; 00:22:21,260\r\nphone calls to hospitals as you can imagine, as well\r\n\r\n337\r\n00:22:21,260 --&gt; 00:22:24,720\r\nas even to key government agencies during this time, like\r\n\r\n338\r\n00:22:24,950 --&gt; 00:22:29,300\r\nunfortunately, unemployment offices, right? So what we did to help\r\n\r\n339\r\n00:22:29,640 --&gt; 00:22:34,240\r\ncompanies handle that load and that volume is we partnered\r\n\r\n340\r\n00:22:34,240 --&gt; 00:22:38,680\r\nwith Google to provide a joint solution that quite a\r\n\r\n341\r\n00:22:38,680 --&gt; 00:22:42,210\r\nfew healthcare and government agencies across the globe took advantage\r\n\r\n342\r\n00:22:42,210 --&gt; 00:22:46,420\r\nof to easily address that onslaught of calls and chat\r\n\r\n343\r\n00:22:46,420 --&gt; 00:22:50,960\r\ninteractions that were asking maybe some just basic questions on\r\n\r\n344\r\n00:22:51,560 --&gt; 00:22:57,050\r\nstatus related to their unemployment check or questions related to the\r\n\r\n345\r\n00:22:57,060 --&gt; 00:23:02,480\r\nCOVID- 19. And so one specific example, we had a\r\n\r\n346\r\n00:23:02,480 --&gt; 00:23:06,520\r\ngovernment agency that was supporting unemployment and they were up\r\n\r\n347\r\n00:23:06,520 --&gt; 00:23:09,290\r\nand running with just in two weeks or less with\r\n\r\n348\r\n00:23:09,290 --&gt; 00:23:13,780\r\nthis. We had a healthcare example the same way where they\r\n\r\n349\r\n00:23:13,780 --&gt; 00:23:17,860\r\nwere supporting millions of calls per day, that they weren't\r\n\r\n350\r\n00:23:17,860 --&gt; 00:23:22,990\r\nexpecting. And with a bot that would have otherwise resulted\r\n\r\n351\r\n00:23:22,990 --&gt; 00:23:27,340\r\nin hours upon hours of QA time and abandoned calls and\r\n\r\n352\r\n00:23:27,870 --&gt; 00:23:31,210\r\nvery stressed and frustrated people on the other end. So\r\n\r\n353\r\n00:23:31,490 --&gt; 00:23:34,950\r\nthat's just one example that's become very prominent, especially during\r\n\r\n354\r\n00:23:34,950 --&gt; 00:23:39,050\r\nthis time to leverage automation, because sometimes going back to\r\n\r\n355\r\n00:23:39,050 --&gt; 00:23:42,730\r\nempathy, the most empathetic thing you can do is provide\r\n\r\n356\r\n00:23:42,730 --&gt; 00:23:46,460\r\na very efficient experience. And so bot certainly met the\r\n\r\n357\r\n00:23:46,460 --&gt; 00:23:51,760\r\nneed there. Yeah. And let's take a look now at the\r\n\r\n358\r\n00:23:51,760 --&gt; 00:23:57,880\r\nbenefits that companies are achieving through their AI investments. The leading\r\n\r\n359\r\n00:23:57,880 --&gt; 00:24:01,390\r\nbenefits that we saw across the board are around operational\r\n\r\n360\r\n00:24:01,390 --&gt; 00:24:06,750\r\nefficiency, cost savings, and improved management decision making. So having\r\n\r\n361\r\n00:24:06,750 --&gt; 00:24:09,780\r\na lot of data, being able to understand and make better\r\n\r\n362\r\n00:24:09,780 --&gt; 00:24:13,970\r\ndecisions across the business. What we found quite interesting on\r\n\r\n363\r\n00:24:13,970 --&gt; 00:24:17,670\r\nthis chart is that just about a quarter of businesses\r\n\r\n364\r\n00:24:18,380 --&gt; 00:24:21,800\r\nare using AI or seeing a benefit from AI that\r\n\r\n365\r\n00:24:21,800 --&gt; 00:24:24,950\r\nis improved revenue. And I can think of a couple\r\n\r\n366\r\n00:24:25,070 --&gt; 00:24:29,430\r\nof reasons for that. So firstly that many of the\r\n\r\n367\r\n00:24:29,430 --&gt; 00:24:35,020\r\ntechnologies around improving operational efficiency might be more mature. And\r\n\r\n368\r\n00:24:35,020 --&gt; 00:24:37,500\r\nthat potentially, there's also a lot of low hanging fruit in\r\n\r\n369\r\n00:24:37,500 --&gt; 00:24:41,170\r\nthat area. I'd like to get your perspective Janelle. Do\r\n\r\n370\r\n00:24:41,170 --&gt; 00:24:44,830\r\nyou think it's more challenging to use AI to increase\r\n\r\n371\r\n00:24:44,830 --&gt; 00:24:48,640\r\nrevenue or are there just more use cases around improving\r\n\r\n372\r\n00:24:48,640 --&gt; 00:24:55,760\r\noperational efficiency? I don't think it's necessarily more challenging, for\r\n\r\n373\r\n00:24:55,760 --&gt; 00:25:00,220\r\nexample, in the example I shared earlier where you were\r\n\r\n374\r\n00:25:00,220 --&gt; 00:25:05,900\r\nlooking to transfer your service with the cable provider. Using\r\n\r\n375\r\n00:25:05,900 --&gt; 00:25:09,050\r\nAI to drive revenue and I'll give some more examples\r\n\r\n376\r\n00:25:09,050 --&gt; 00:25:13,610\r\nof this later to do conversions as people are shopping\r\n\r\n377\r\n00:25:13,610 --&gt; 00:25:18,170\r\nonline. We've seen companies get that up and running and\r\n\r\n378\r\n00:25:18,170 --&gt; 00:25:22,820\r\nimplemented and achieving benefits in less than a month, sometimes\r\n\r\n379\r\n00:25:22,820 --&gt; 00:25:26,550\r\neven within a week. So I think that oftentimes there\r\n\r\n380\r\n00:25:26,550 --&gt; 00:25:32,430\r\ncan be a perception that incorporating AI into your environment\r\n\r\n381\r\n00:25:32,430 --&gt; 00:25:36,330\r\nis super difficult, which it can be. I won't say\r\n\r\n382\r\n00:25:36,330 --&gt; 00:25:39,540\r\nthat it can never be, but if you target specific\r\n\r\n383\r\n00:25:39,540 --&gt; 00:25:44,730\r\nuse cases that are tied to a very specific business\r\n\r\n384\r\n00:25:44,730 --&gt; 00:25:49,730\r\noutcome around improving web conversions as one example, it doesn't\r\n\r\n385\r\n00:25:49,730 --&gt; 00:25:51,730\r\nhave to be hard and it doesn't have to be\r\n\r\n386\r\n00:25:51,730 --&gt; 00:25:55,620\r\nchallenging. And I think that over time we will see\r\n\r\n387\r\n00:25:55,840 --&gt; 00:25:58,810\r\nmore and more use cases in this area. I know\r\n\r\n388\r\n00:25:58,810 --&gt; 00:26:03,010\r\njust speaking for Genesys in our MarTech stack, it's full\r\n\r\n389\r\n00:26:03,010 --&gt; 00:26:05,740\r\nof AI applications. So I think that there's a lot\r\n\r\n390\r\n00:26:05,740 --&gt; 00:26:08,950\r\nmore to come and I would predict that 26% is\r\n\r\n391\r\n00:26:08,950 --&gt; 00:26:14,050\r\ngoing to grow. Great. Okay. So at this point, let me\r\n\r\n392\r\n00:26:14,050 --&gt; 00:26:17,560\r\nhand over to you Aarde. We know that Textile is an\r\n\r\n393\r\n00:26:17,560 --&gt; 00:26:20,440\r\nonline retailer, but we'd love to hear more about your\r\n\r\n394\r\n00:26:20,440 --&gt; 00:26:26,650\r\nbusiness and about your AI journey. Yeah, absolutely. And before\r\n\r\n395\r\n00:26:26,650 --&gt; 00:26:28,580\r\nwe go onto the next slide, what I want to\r\n\r\n396\r\n00:26:28,580 --&gt; 00:26:30,990\r\ntalk a little bit about is some content on the\r\n\r\n397\r\n00:26:30,990 --&gt; 00:26:33,410\r\nslide because it is relevant to our customer journey and\r\n\r\n398\r\n00:26:33,890 --&gt; 00:26:36,730\r\nhow we developed AI to help support that customer journey.\r\n\r\n399\r\n00:26:37,110 --&gt; 00:26:39,170\r\nThe low hanging fruit that we tackled for us was\r\n\r\n400\r\n00:26:39,170 --&gt; 00:26:43,360\r\nof course the operational efficiency and cost savings, reducing of\r\n\r\n401\r\n00:26:43,360 --&gt; 00:26:49,190\r\nhandle time for our agents, reducing of transactional type conversations\r\n\r\n402\r\n00:26:49,190 --&gt; 00:26:54,030\r\nvia chat or email or phone or social. So we\r\n\r\n403\r\n00:26:54,030 --&gt; 00:26:57,580\r\ndid see some initial, low hanging fruit routines around operate\r\n\r\n404\r\n00:26:57,580 --&gt; 00:27:02,220\r\nefficiently. And of course some gains in the customer experience\r\n\r\n405\r\n00:27:02,220 --&gt; 00:27:04,850\r\nbased on and I'm going to give you an example of that in the next\r\n\r\n406\r\n00:27:04,850 --&gt; 00:27:08,120\r\ncouple of slides. But one of the things that is\r\n\r\n407\r\n00:27:08,900 --&gt; 00:27:13,170\r\nrarely looked at or often overlooked is since we are\r\n\r\n408\r\n00:27:13,170 --&gt; 00:27:17,310\r\na membership model and E- commerce retailer membership model, we\r\n\r\n409\r\n00:27:17,310 --&gt; 00:27:21,940\r\ndid increase our revenue. And the way that we did\r\n\r\n410\r\n00:27:21,940 --&gt; 00:27:26,910\r\nthis using AI with using machine learning tool to give\r\n\r\n411\r\n00:27:26,910 --&gt; 00:27:30,220\r\nus a lifetime value of the customer as they're going\r\n\r\n412\r\n00:27:30,220 --&gt; 00:27:34,730\r\nthrough certain processes, of course the obvious processes are contacting\r\n\r\n413\r\n00:27:34,730 --&gt; 00:27:39,610\r\nour customer care team. But also as they're navigating through\r\n\r\n414\r\n00:27:39,610 --&gt; 00:27:42,710\r\nthe E- commerce website, we know exactly what their lifetime\r\n\r\n415\r\n00:27:42,710 --&gt; 00:27:46,420\r\nvalue is, and that changes over time using AI and\r\n\r\n416\r\n00:27:46,420 --&gt; 00:27:52,840\r\nmachine learning. So back to your guys' points, increasing revenue\r\n\r\n417\r\n00:27:52,840 --&gt; 00:27:56,580\r\nis an opportunity, it's just a little bit harder to\r\n\r\n418\r\n00:27:56,580 --&gt; 00:27:58,900\r\nreally get to that. It's a lot easier to do\r\n\r\n419\r\n00:27:58,900 --&gt; 00:28:03,040\r\nthe low hanging fruit, which is cost efficiencies. So talking\r\n\r\n420\r\n00:28:03,040 --&gt; 00:28:06,110\r\na little bit more about what we did at Textile\r\n\r\n421\r\n00:28:06,110 --&gt; 00:28:09,700\r\nFashion Group this is just a zoom and so we're\r\n\r\n422\r\n00:28:09,700 --&gt; 00:28:14,050\r\ngoing to talk specifically around our conversational AI and how we\r\n\r\n423\r\n00:28:14,050 --&gt; 00:28:18,990\r\nuse Genesys to deliver this AI to not only our\r\n\r\n424\r\n00:28:18,990 --&gt; 00:28:23,610\r\nagents but to our customers. Zooming into our specific project,\r\n\r\n425\r\n00:28:24,150 --&gt; 00:28:27,270\r\nthe things we're looking for we're a cloud- based product.\r\n\r\n426\r\n00:28:27,270 --&gt; 00:28:29,440\r\nSo making sure that we had an ecosystem where we\r\n\r\n427\r\n00:28:29,440 --&gt; 00:28:33,950\r\ncan deliver this service irregardless of location or irregardless of\r\n\r\n428\r\n00:28:33,950 --&gt; 00:28:37,760\r\nserver stacks. So making sure that it was truly cloud- based\r\n\r\n429\r\n00:28:37,760 --&gt; 00:28:40,930\r\nand global, making sure that we focused on our digital\r\n\r\n430\r\n00:28:40,930 --&gt; 00:28:43,870\r\nchannels with our bots, but also our voice channels as\r\n\r\n431\r\n00:28:43,870 --&gt; 00:28:48,800\r\nwell too. So traditional channels alongside with our chat and\r\n\r\n432\r\n00:28:48,800 --&gt; 00:28:53,330\r\nsocial channels introducing bots and what we call as botlets,\r\n\r\n433\r\n00:28:53,520 --&gt; 00:28:58,410\r\nso many bots within bots to doing multiple tasks at\r\n\r\n434\r\n00:28:58,410 --&gt; 00:29:01,530\r\nonce. And then of course, self service and automation was\r\n\r\n435\r\n00:29:01,530 --&gt; 00:29:06,360\r\nthe key goal and the key challenge for this project.\r\n\r\n436\r\n00:29:06,730 --&gt; 00:29:08,900\r\nSo a little bit of the results before I get\r\n\r\n437\r\n00:29:08,900 --&gt; 00:29:13,370\r\ninto kind of some quantitative return on investment results, we\r\n\r\n438\r\n00:29:13,370 --&gt; 00:29:19,080\r\ndeveloped and deployed Genesys within less than 90 days of\r\n\r\n439\r\n00:29:19,430 --&gt; 00:29:23,900\r\ncontract signature. The actual build itself took less than 30\r\n\r\n440\r\n00:29:23,900 --&gt; 00:29:28,330\r\ndays, but 90 days from the start of project planning\r\n\r\n441\r\n00:29:28,700 --&gt; 00:29:32,170\r\nto the actual go live. What we found is by\r\n\r\n442\r\n00:29:32,170 --&gt; 00:29:34,530\r\nmigrating to the cloud, by migrating to a tool like\r\n\r\n443\r\n00:29:34,530 --&gt; 00:29:38,220\r\nGenesys, it's easier for our resources, so that we can handle\r\n\r\n444\r\n00:29:38,430 --&gt; 00:29:44,500\r\nlarge increases in volume, large spikes. Obviously, with COVID hitting\r\n\r\n445\r\n00:29:45,000 --&gt; 00:29:49,530\r\nwe had a huge increase in our online retail or\r\n\r\n446\r\n00:29:49,850 --&gt; 00:29:53,090\r\nthrough Fabletics, which is one of our brands because it\r\n\r\n447\r\n00:29:53,090 --&gt; 00:29:55,570\r\nis athletes or at home wear. So everyone wanted to\r\n\r\n448\r\n00:29:55,570 --&gt; 00:29:58,910\r\nbuy that at home wear as they're working at home\r\n\r\n449\r\n00:29:58,910 --&gt; 00:30:01,500\r\nversus having to go into the office and dressing up.\r\n\r\n450\r\n00:30:02,770 --&gt; 00:30:06,050\r\nWe also found that we had increased efficiency in managing\r\n\r\n451\r\n00:30:06,050 --&gt; 00:30:09,110\r\nour interactions. And I'll go into that in a little bit\r\n\r\n452\r\n00:30:09,110 --&gt; 00:30:11,240\r\nin the next couple of slides. And then we wanted\r\n\r\n453\r\n00:30:11,240 --&gt; 00:30:13,940\r\nto make sure that there was an integration into not\r\n\r\n454\r\n00:30:13,940 --&gt; 00:30:17,440\r\nonly our current ecosystem and tool sets, but we also\r\n\r\n455\r\n00:30:17,440 --&gt; 00:30:20,730\r\nhave the ability to integrate into new areas that we\r\n\r\n456\r\n00:30:20,730 --&gt; 00:30:24,350\r\nhaven't done quite yet, social would be a great example\r\n\r\n457\r\n00:30:24,350 --&gt; 00:30:28,580\r\nof that. So background of who Textile Fashion Group is.\r\n\r\n458\r\n00:30:28,580 --&gt; 00:30:30,790\r\nSo we have a little bit of context. I said this\r\n\r\n459\r\n00:30:30,790 --&gt; 00:30:34,160\r\na couple of times before we're conglomerate E- commerce website\r\n\r\n460\r\n00:30:34,470 --&gt; 00:30:37,310\r\nthat sells fashion. We call it Fast Fashion because all\r\n\r\n461\r\n00:30:37,310 --&gt; 00:30:39,960\r\nof the products on our websites change every single month.\r\n\r\n462\r\n00:30:39,960 --&gt; 00:30:41,610\r\nSo you're not going to see a product that will\r\n\r\n463\r\n00:30:41,610 --&gt; 00:30:46,290\r\nexist on our websites for longer than a certain period.\r\n\r\n464\r\n00:30:46,290 --&gt; 00:30:49,570\r\nUsually it's one month turnaround. We have five different brands.\r\n\r\n465\r\n00:30:50,120 --&gt; 00:30:52,570\r\nThe big ones that you would probably know about or have heard\r\n\r\n466\r\n00:30:52,570 --&gt; 00:30:56,310\r\nare Fabletics. We just launched Fabletics men with Kevin Hart.\r\n\r\n467\r\n00:30:57,190 --&gt; 00:31:02,080\r\nFabletics is a huge product of ours with Kate Hudson.\r\n\r\n468\r\n00:31:03,130 --&gt; 00:31:06,890\r\nWe launched Savage X Fenty with Rihanna, which is disrupting\r\n\r\n469\r\n00:31:06,890 --&gt; 00:31:10,360\r\nthe lingerie market. And then some of our brands are\r\n\r\n470\r\n00:31:10,390 --&gt; 00:31:13,710\r\nJustFab and ShoeDazzle and of course, FabKids for our lovable\r\n\r\n471\r\n00:31:13,710 --&gt; 00:31:17,950\r\nkids as well. And we partner with celebrities across all\r\n\r\n472\r\n00:31:17,950 --&gt; 00:31:23,170\r\ndifferent platforms uniquely using their marketing skills across social media,\r\n\r\n473\r\n00:31:23,490 --&gt; 00:31:26,850\r\nand then we are a monthly membership. So our customers\r\n\r\n474\r\n00:31:26,850 --&gt; 00:31:31,200\r\ndo contact us on a pretty regular basis. We've had\r\n\r\n475\r\n00:31:31,200 --&gt; 00:31:34,570\r\nat least two touch points with every single member every\r\n\r\n476\r\n00:31:34,570 --&gt; 00:31:38,450\r\nsingle month, which is a pretty high contact rate. So\r\n\r\n477\r\n00:31:38,450 --&gt; 00:31:41,580\r\nto put some more specific numbers to that five million\r\n\r\n478\r\n00:31:41,580 --&gt; 00:31:47,550\r\nmembers globally, 12 different countries across seven different languages. We\r\n\r\n479\r\n00:31:47,550 --&gt; 00:31:50,820\r\nget about six million phone calls per year, three million\r\n\r\n480\r\n00:31:50,820 --&gt; 00:31:54,210\r\nchats per year. And on average, our conversations last about\r\n\r\n481\r\n00:31:54,210 --&gt; 00:32:01,470\r\nnine minutes. What we did when we released our Chatbot for\r\n\r\n482\r\n00:32:01,470 --&gt; 00:32:03,900\r\nthe first time for the first year, this was the\r\n\r\n483\r\n00:32:03,900 --&gt; 00:32:09,430\r\nresults of our Chatbot. Obviously, the operational savings here we\r\n\r\n484\r\n00:32:09,430 --&gt; 00:32:13,180\r\nsaved $ 1. 1 million in the first year and how\r\n\r\n485\r\n00:32:13,180 --&gt; 00:32:17,480\r\nwe achieved that was by going from 0% containment to\r\n\r\n486\r\n00:32:17,530 --&gt; 00:32:23,510\r\n18.5% self service containment. So that means that members and customers\r\n\r\n487\r\n00:32:23,510 --&gt; 00:32:26,850\r\nwere able to get what they're looking for 18.5% of\r\n\r\n488\r\n00:32:26,850 --&gt; 00:32:29,900\r\nthe time without having to go to a live agent.\r\n\r\n489\r\n00:32:30,340 --&gt; 00:32:33,360\r\nAnd then for the people who did have to go\r\n\r\n490\r\n00:32:33,360 --&gt; 00:32:35,900\r\nto a live agent reduced the handle time by 45\r\n\r\n491\r\n00:32:35,900 --&gt; 00:32:38,840\r\nseconds. And the ways we did that of course were\r\n\r\n492\r\n00:32:38,840 --&gt; 00:32:43,130\r\nby screen pops, creating of cases and tickets automatically also\r\n\r\n493\r\n00:32:43,130 --&gt; 00:32:47,420\r\nauto dispositioning those cases, because we already knew we captured the\r\n\r\n494\r\n00:32:47,420 --&gt; 00:32:52,430\r\nintent of the initial questions and then also providing the\r\n\r\n495\r\n00:32:52,430 --&gt; 00:32:55,760\r\nfull transcript of the bot to the agent before they\r\n\r\n496\r\n00:32:55,760 --&gt; 00:32:58,080\r\nanswered the call. So they know exactly what they need\r\n\r\n497\r\n00:32:58,080 --&gt; 00:33:01,280\r\nto jump into without having to ask those kind of\r\n\r\n498\r\n00:33:01,700 --&gt; 00:33:04,420\r\neasy questions like who am I speaking with and what\r\n\r\n499\r\n00:33:04,420 --&gt; 00:33:07,810\r\ncan I help you with today? And then of course, without\r\n\r\n500\r\n00:33:07,810 --&gt; 00:33:11,030\r\nsacrificing any customer experience, we wanted to make sure that\r\n\r\n501\r\n00:33:11,030 --&gt; 00:33:15,780\r\nwe had a high level of satisfaction and we scored\r\n\r\n502\r\n00:33:15,780 --&gt; 00:33:20,900\r\na 92% member satisfaction score. And that's specifically to the\r\n\r\n503\r\n00:33:20,900 --&gt; 00:33:25,980\r\nself contained bots which ironically is slightly higher than what\r\n\r\n504\r\n00:33:25,980 --&gt; 00:33:30,470\r\nour member satisfaction scores for live agents. So our bot\r\n\r\n505\r\n00:33:30,470 --&gt; 00:33:36,060\r\nactually outperformed from our member satisfaction standpoint across all of\r\n\r\n506\r\n00:33:36,060 --&gt; 00:33:39,780\r\nour member base. So to drill a little bit further\r\n\r\n507\r\n00:33:39,780 --&gt; 00:33:45,020\r\ninto what our customers were saying about AI and automation\r\n\r\n508\r\n00:33:45,020 --&gt; 00:33:50,170\r\nand conversational AI as they're interacting with our bots. So this is\r\n\r\n509\r\n00:33:50,170 --&gt; 00:33:54,420\r\njust a quick snippet of what our members were saying\r\n\r\n510\r\n00:33:54,420 --&gt; 00:33:57,740\r\nin response through the feedback loop. I won't read all\r\n\r\n511\r\n00:33:57,740 --&gt; 00:34:00,500\r\nof these. I know that this content will be recorded\r\n\r\n512\r\n00:34:00,500 --&gt; 00:34:02,470\r\nand you could always come back and review them on\r\n\r\n513\r\n00:34:02,470 --&gt; 00:34:05,280\r\nyour own. But I love the middle one here that\r\n\r\n514\r\n00:34:05,280 --&gt; 00:34:09,740\r\nsays, \" I just talked to an automated customer service line\r\n\r\n515\r\n00:34:10,110 --&gt; 00:34:13,940\r\nthat understood full sentences, work better and faster than actual\r\n\r\n516\r\n00:34:13,940 --&gt; 00:34:18,820\r\npeople.\" Of course, actual people are very, very productive. I\r\n\r\n517\r\n00:34:18,820 --&gt; 00:34:21,430\r\ndon't want to downplay that at all, but what I\r\n\r\n518\r\n00:34:21,430 --&gt; 00:34:24,730\r\nwant to show here is that you can design these\r\n\r\n519\r\n00:34:24,730 --&gt; 00:34:30,700\r\ncustomer experience journeys to Janelle's point to really not sacrifice\r\n\r\n520\r\n00:34:30,700 --&gt; 00:34:34,820\r\ncustomer experience and really create that level of empathy as\r\n\r\n521\r\n00:34:34,820 --&gt; 00:34:39,620\r\nthey're going through this journey or this process. So I'd like\r\n\r\n522\r\n00:34:39,620 --&gt; 00:34:41,860\r\nto pause here and pass it back to Claire. I\r\n\r\n523\r\n00:34:41,860 --&gt; 00:34:45,490\r\nknow there's another poll question coming up, so I'll pass\r\n\r\n524\r\n00:34:45,490 --&gt; 00:34:51,620\r\nit over to you. Thanks for that Aarde and just\r\n\r\n525\r\n00:34:51,620 --&gt; 00:34:54,550\r\nbuilding on what Aarde was sharing about all of the benefits\r\n\r\n526\r\n00:34:54,550 --&gt; 00:34:57,350\r\nthat they've achieved at Textile, we'd like to ask you\r\n\r\n527\r\n00:34:57,350 --&gt; 00:35:01,980\r\nthe question now, what AI benefit is most of interest\r\n\r\n528\r\n00:35:01,980 --&gt; 00:35:07,360\r\nto you today? Improved operational efficiency and cost savings, improved\r\n\r\n529\r\n00:35:07,360 --&gt; 00:35:13,890\r\nmanagement decision- making, improved customer experience, faster time to market,\r\n\r\n530\r\n00:35:14,250 --&gt; 00:35:20,160\r\nbetter risk management, increased revenue or improved compliance? So you have\r\n\r\n531\r\n00:35:20,160 --&gt; 00:35:22,300\r\na few options and I'll give you a few seconds\r\n\r\n532\r\n00:35:22,300 --&gt; 00:35:27,170\r\nto answer that question. Janelle based on the conversations that you're having\r\n\r\n533\r\n00:35:27,610 --&gt; 00:35:30,900\r\nwith customers, what would you anticipate would be the response?\r\n\r\n534\r\n00:35:32,130 --&gt; 00:35:38,280\r\nWell, I'm super interested to see it because really the\r\n\r\n535\r\n00:35:38,280 --&gt; 00:35:41,210\r\nones that stand out to me in my conversations with\r\n\r\n536\r\n00:35:41,210 --&gt; 00:35:45,330\r\ncustomers are the first one, which was cost savings, which\r\n\r\n537\r\n00:35:45,330 --&gt; 00:35:47,540\r\nwas at the top of the list from the survey\r\n\r\n538\r\n00:35:47,540 --&gt; 00:35:52,090\r\nresponses. At the same time, Aarde just mentioned how they're\r\n\r\n539\r\n00:35:52,090 --&gt; 00:35:56,630\r\nusing it to improve customer experience and drive revenue as\r\n\r\n540\r\n00:35:56,630 --&gt; 00:35:59,590\r\nwell. And when you live in a state of the\r\n\r\n541\r\n00:35:59,590 --&gt; 00:36:02,740\r\nworld where many businesses are just looking for new ways\r\n\r\n542\r\n00:36:02,740 --&gt; 00:36:07,100\r\nto continue to service and sell, I'm wondering what the\r\n\r\n543\r\n00:36:07,100 --&gt; 00:36:10,180\r\nfeedback will be. So maybe we can go to the\r\n\r\n544\r\n00:36:10,180 --&gt; 00:36:17,750\r\nresults and see where we are. take a look. Okay. So what\r\n\r\n545\r\n00:36:17,750 --&gt; 00:36:21,440\r\nAI benefit is most of interest to you today? So\r\n\r\n546\r\n00:36:21,480 --&gt; 00:36:26,450\r\n45%, almost half say improved operational efficiency and cost savings\r\n\r\n547\r\n00:36:27,900 --&gt; 00:36:35,530\r\nfollowed by customer experience and increased revenue is just 4.2%.\r\n\r\n548\r\n00:36:35,930 --&gt; 00:36:39,500\r\nThat's very interesting. And I wonder if that relates back\r\n\r\n549\r\n00:36:39,500 --&gt; 00:36:44,420\r\nto where the audience is in the AI journey, if\r\n\r\n550\r\n00:36:45,450 --&gt; 00:36:48,130\r\na lot of the audience is in the early testing\r\n\r\n551\r\n00:36:48,130 --&gt; 00:36:54,120\r\nstages, looking at rolling AI out in the customer journey, perhaps\r\n\r\n552\r\n00:36:54,120 --&gt; 00:36:56,530\r\nthere's still a lot of low hanging fruit on the\r\n\r\n553\r\n00:36:56,530 --&gt; 00:37:02,230\r\noperational efficiency side. Janelle, do you have a reaction? I think\r\n\r\n554\r\n00:37:02,230 --&gt; 00:37:05,890\r\nyou might be right. I think also as Aarde alluded\r\n\r\n555\r\n00:37:05,890 --&gt; 00:37:08,660\r\nto just in the benefits that they've seen so far\r\n\r\n556\r\n00:37:09,020 --&gt; 00:37:12,610\r\nat Textile, it doesn't have to be one or the\r\n\r\n557\r\n00:37:12,620 --&gt; 00:37:18,070\r\nother necessarily either, right? Where you can go for some\r\n\r\n558\r\n00:37:18,070 --&gt; 00:37:21,040\r\nlow hanging fruit around efficiency gains, but at the same\r\n\r\n559\r\n00:37:21,040 --&gt; 00:37:25,760\r\ntime that that bot that gained efficiency is also improved customer\r\n\r\n560\r\n00:37:25,760 --&gt; 00:37:29,860\r\nexperience and drove loyalty, which drives more revenue. So I\r\n\r\n561\r\n00:37:29,860 --&gt; 00:37:33,480\r\nthink that even though the audience had one option I\r\n\r\n562\r\n00:37:33,480 --&gt; 00:37:36,310\r\nbet that what they'll find in their planning and discovery\r\n\r\n563\r\n00:37:36,310 --&gt; 00:37:39,430\r\nis that several of these benefits will come into play.\r\n\r\n564\r\n00:37:41,230 --&gt; 00:37:46,430\r\nYeah. And maybe what I can do too, is going\r\n\r\n565\r\n00:37:46,430 --&gt; 00:37:50,730\r\nback to what I shared with the various AI applications\r\n\r\n566\r\n00:37:51,150 --&gt; 00:37:55,470\r\nthat are fueled to provide experience as a service to\r\n\r\n567\r\n00:37:55,470 --&gt; 00:37:59,980\r\nreally personalize those experience, share some more benefits too on\r\n\r\n568\r\n00:38:00,250 --&gt; 00:38:04,150\r\nwhat companies are seeing out there. So I won't hit\r\n\r\n569\r\n00:38:04,150 --&gt; 00:38:07,330\r\non every one of these as we looked at the\r\n\r\n570\r\n00:38:07,620 --&gt; 00:38:11,590\r\neight different AI powered applications that support the customer journey\r\n\r\n571\r\n00:38:11,590 --&gt; 00:38:14,620\r\nand employee journey. I'll just cover a couple of these\r\n\r\n572\r\n00:38:15,600 --&gt; 00:38:19,990\r\nrelated to Voicebots, as well as Chatbots, which I'll showcase\r\n\r\n573\r\n00:38:19,990 --&gt; 00:38:23,850\r\nlater. Aarde alluded to some benefits here. We see as\r\n\r\n574\r\n00:38:23,850 --&gt; 00:38:29,610\r\nwell that oftentimes companies are seeing 50% or more containment\r\n\r\n575\r\n00:38:29,610 --&gt; 00:38:33,790\r\nrates but we know too that it isn't just about containing\r\n\r\n576\r\n00:38:33,790 --&gt; 00:38:37,190\r\nand self- service, it really capturing the context of the customer\r\n\r\n577\r\n00:38:37,400 --&gt; 00:38:39,610\r\nand getting them to that next step of the journey\r\n\r\n578\r\n00:38:39,610 --&gt; 00:38:41,930\r\nand that bots can do that really well. And in\r\n\r\n579\r\n00:38:42,150 --&gt; 00:38:46,220\r\nTextile's case, feedback showed you even more so in some\r\n\r\n580\r\n00:38:46,220 --&gt; 00:38:52,420\r\ninstances than real people. So certainly tons of benefits there\r\n\r\n581\r\n00:38:52,900 --&gt; 00:38:57,050\r\nbut even ahead of that and with predictive engagement Claire,\r\n\r\n582\r\n00:38:57,050 --&gt; 00:39:01,010\r\nyou alluded to financial services being in the leading position\r\n\r\n583\r\n00:39:01,010 --&gt; 00:39:05,570\r\naround looking to incorporate AI over the next three years\r\n\r\n584\r\n00:39:05,570 --&gt; 00:39:08,530\r\nif they haven't already. And this is certainly where we're\r\n\r\n585\r\n00:39:08,530 --&gt; 00:39:12,550\r\nseeing predictive engagement come into play too. So these example\r\n\r\n586\r\n00:39:12,550 --&gt; 00:39:17,790\r\nbenefits come from a financial services institution over in Europe,\r\n\r\n587\r\n00:39:17,790 --&gt; 00:39:22,940\r\nwhere they implemented that engagement feature, where someone is searching\r\n\r\n588\r\n00:39:22,940 --&gt; 00:39:28,230\r\nfor mortgages and at that right moment they would monitor that\r\n\r\n589\r\n00:39:28,230 --&gt; 00:39:32,500\r\nbehavior and pop up an invitation to chat or to\r\n\r\n590\r\n00:39:32,500 --&gt; 00:39:35,960\r\noffer a callback or a special offer to really drive\r\n\r\n591\r\n00:39:36,170 --&gt; 00:39:38,440\r\nmore sales at the end of the day. And they\r\n\r\n592\r\n00:39:38,440 --&gt; 00:39:43,080\r\nsaw gigantic benefits, not only in increasing revenue with Forex\r\n\r\n593\r\n00:39:43,080 --&gt; 00:39:47,130\r\nconversion rates but also cost savings and lower cost per\r\n\r\n594\r\n00:39:47,130 --&gt; 00:39:52,650\r\nlead and improved experience double digits in NPS improvement from\r\n\r\n595\r\n00:39:52,650 --&gt; 00:39:55,850\r\nthat application. If I go to some of the others\r\n\r\n596\r\n00:39:56,200 --&gt; 00:40:00,870\r\npredictive routing, that's that application that takes into account all\r\n\r\n597\r\n00:40:00,870 --&gt; 00:40:03,960\r\nof that context around the customer as well as that\r\n\r\n598\r\n00:40:03,960 --&gt; 00:40:07,960\r\nemployee to get to that really especial match between the\r\n\r\n599\r\n00:40:07,960 --&gt; 00:40:11,790\r\ntwo as somebody wants to talk to or interact with\r\n\r\n600\r\n00:40:12,080 --&gt; 00:40:16,730\r\na live person. We're seeing this very popular in large\r\n\r\n601\r\n00:40:16,730 --&gt; 00:40:22,270\r\ntelecommunications companies as one industry example where maybe they have\r\n\r\n602\r\n00:40:22,270 --&gt; 00:40:27,270\r\nthousands of contact center resources already, maybe they're already doing really\r\n\r\n603\r\n00:40:27,270 --&gt; 00:40:31,160\r\nsophisticated skills- based routing, but they want to take it\r\n\r\n604\r\n00:40:31,160 --&gt; 00:40:34,160\r\nto the next level. And so predictive routing for them\r\n\r\n605\r\n00:40:34,460 --&gt; 00:40:36,900\r\ngave them some of the benefits that you see here.\r\n\r\n606\r\n00:40:37,490 --&gt; 00:40:41,240\r\nThey started in some customer service based use cases and\r\n\r\n607\r\n00:40:41,240 --&gt; 00:40:46,400\r\nimproving handle times or first contact resolutions quickly saw the\r\n\r\n608\r\n00:40:46,400 --&gt; 00:40:50,220\r\nbenefits and then next we're targeting those increased revenue benefits\r\n\r\n609\r\n00:40:50,220 --&gt; 00:40:55,510\r\nfor their sales organization. Moving on, looking at interaction analytics,\r\n\r\n610\r\n00:40:55,850 --&gt; 00:40:59,990\r\nof course, being able to get those better insights into\r\n\r\n611\r\n00:40:59,990 --&gt; 00:41:03,710\r\nthe employee's performance. And the intent of the customers help\r\n\r\n612\r\n00:41:03,710 --&gt; 00:41:06,300\r\nin a variety of different ways when it comes to\r\n\r\n613\r\n00:41:06,380 --&gt; 00:41:10,910\r\ncoaching and quality. In addition, we're seeing a rise in\r\n\r\n614\r\n00:41:10,910 --&gt; 00:41:15,670\r\ninterest around agent assist, especially in these times where employees\r\n\r\n615\r\n00:41:15,670 --&gt; 00:41:20,020\r\nare distributed and virtual and need those extra prompts for\r\n\r\n616\r\n00:41:20,020 --&gt; 00:41:23,170\r\nengagement and support, being able to have that context right\r\n\r\n617\r\n00:41:23,170 --&gt; 00:41:26,500\r\nin front of them in that consolidated desktop to really\r\n\r\n618\r\n00:41:26,500 --&gt; 00:41:31,820\r\nguide them through the conversation is increasingly important. And then\r\n\r\n619\r\n00:41:32,090 --&gt; 00:41:37,530\r\nrelated to employee engagement too, we're proud to have offered\r\n\r\n620\r\n00:41:37,530 --&gt; 00:41:41,620\r\nthe first AI based workforce management in the market where\r\n\r\n621\r\n00:41:42,120 --&gt; 00:41:46,460\r\nfor forecasting and scheduling, we could not only accelerate the\r\n\r\n622\r\n00:41:46,460 --&gt; 00:41:50,680\r\nspeed of running the schedules, but also the accuracy, which\r\n\r\n623\r\n00:41:50,680 --&gt; 00:41:54,150\r\nis evermore important because many employees aren't in a contact\r\n\r\n624\r\n00:41:54,150 --&gt; 00:41:56,260\r\ncenter that you can monitor and just walk up to\r\n\r\n625\r\n00:41:56,260 --&gt; 00:41:59,010\r\ntheir desk anymore. They're all virtual. So being able to\r\n\r\n626\r\n00:41:59,010 --&gt; 00:42:03,670\r\nhave those tools at hand and make changes with faster agility\r\n\r\n627\r\n00:42:03,900 --&gt; 00:42:07,350\r\nbecomes increasingly important. So those are just a couple of\r\n\r\n628\r\n00:42:07,350 --&gt; 00:42:10,910\r\nexamples to just drill in a little bit more around\r\n\r\n629\r\n00:42:10,910 --&gt; 00:42:15,080\r\nthe business benefits and business outcomes, because as you're doing\r\n\r\n630\r\n00:42:15,370 --&gt; 00:42:19,200\r\nyour planning and you're discovering, it's not about just implementing\r\n\r\n631\r\n00:42:19,200 --&gt; 00:42:21,970\r\nAI for the sake of implementing AI, right? It's about\r\n\r\n632\r\n00:42:21,970 --&gt; 00:42:26,290\r\nreally driving towards what business benefits and business outcomes that\r\n\r\n633\r\n00:42:26,290 --&gt; 00:42:29,710\r\nyou're targeting. So with that said, Claire I will turn\r\n\r\n634\r\n00:42:29,710 --&gt; 00:42:33,430\r\nit back over to you. Great. Thank you for that.\r\n\r\n635\r\n00:42:36,520 --&gt; 00:42:39,830\r\nSo we touched on this earlier, and of course there's a\r\n\r\n636\r\n00:42:39,830 --&gt; 00:42:43,640\r\nlot of benefits to be achieved from rolling out AI,\r\n\r\n637\r\n00:42:43,910 --&gt; 00:42:48,760\r\nbut the survey also polls the respondents on the challenges.\r\n\r\n638\r\n00:42:48,940 --&gt; 00:42:51,860\r\nWhat are the greatest challenges to your company's use of\r\n\r\n639\r\n00:42:51,860 --&gt; 00:42:55,240\r\nAI? And the leading challenge that came back was the\r\n\r\n640\r\n00:42:55,240 --&gt; 00:43:00,550\r\nbusiness or process challenges of using AI insights, followed by\r\n\r\n641\r\n00:43:00,550 --&gt; 00:43:05,710\r\ndata quality or availability, and then the shortage of AI\r\n\r\n642\r\n00:43:06,260 --&gt; 00:43:09,000\r\ntalent in the business. So let me just give you\r\n\r\n643\r\n00:43:09,000 --&gt; 00:43:13,090\r\nan example that we actually highlighted in the report around the\r\n\r\n644\r\n00:43:13,090 --&gt; 00:43:17,090\r\nbusiness process challenges. So we spoke to the head of\r\n\r\n645\r\n00:43:17,090 --&gt; 00:43:21,050\r\nAI at the Leading Global Airline, and they identified that\r\n\r\n646\r\n00:43:21,050 --&gt; 00:43:25,680\r\na lot of costs could be saved by correctly forecasting\r\n\r\n647\r\n00:43:25,720 --&gt; 00:43:32,060\r\nwhat meal the passengers would select in premium class. So\r\n\r\n648\r\n00:43:32,060 --&gt; 00:43:36,680\r\nrather than having three choices available to every passenger, being\r\n\r\n649\r\n00:43:36,680 --&gt; 00:43:39,510\r\nable to predict in advance, I'm going to choose the\r\n\r\n650\r\n00:43:39,510 --&gt; 00:43:41,920\r\nfish and the person sitting next to me is going to\r\n\r\n651\r\n00:43:41,920 --&gt; 00:43:44,490\r\nchoose the beef, would save a lot of money for\r\n\r\n652\r\n00:43:44,490 --&gt; 00:43:47,890\r\nthe airline. And actually they became very, very good at\r\n\r\n653\r\n00:43:47,950 --&gt; 00:43:52,620\r\npredicting what people would choose. The challenge was changing the\r\n\r\n654\r\n00:43:52,620 --&gt; 00:43:56,980\r\ncatering processes globally to be able to use that data\r\n\r\n655\r\n00:43:56,980 --&gt; 00:44:00,240\r\nin real time as the passenger list changes. So that\r\n\r\n656\r\n00:44:00,240 --&gt; 00:44:05,160\r\nwas one example that came through the survey. Janelle, can\r\n\r\n657\r\n00:44:05,160 --&gt; 00:44:06,790\r\nI kind of pick on you to share some of\r\n\r\n658\r\n00:44:06,790 --&gt; 00:44:12,470\r\nthe challenges that you've seen with your customers? Yeah. A couple comes\r\n\r\n659\r\n00:44:13,110 --&gt; 00:44:15,650\r\nto mind and certainly they can span all of the\r\n\r\n660\r\n00:44:15,870 --&gt; 00:44:18,610\r\nones that are listed here, but I'll just highlight maybe three\r\n\r\n661\r\n00:44:18,610 --&gt; 00:44:23,640\r\nspecifics and then share some advice as well as some\r\n\r\n662\r\n00:44:23,640 --&gt; 00:44:26,620\r\nproof points that can go with those three. So the\r\n\r\n663\r\n00:44:26,620 --&gt; 00:44:30,600\r\nfirst one is your point around data quality or availability\r\n\r\n664\r\n00:44:30,600 --&gt; 00:44:34,030\r\nwhere you had mentioned 48% of the respondents noted this\r\n\r\n665\r\n00:44:34,030 --&gt; 00:44:37,460\r\nas a challenge. Absolutely, we see that too. So my\r\n\r\n666\r\n00:44:37,460 --&gt; 00:44:41,530\r\nadvice here is when you're looking to make a selection\r\n\r\n667\r\n00:44:41,610 --&gt; 00:44:46,370\r\nfor your AI applications, keep a vendor in mind that\r\n\r\n668\r\n00:44:46,660 --&gt; 00:44:51,930\r\nprovides openness and flexibility there, so that for your AI\r\n\r\n669\r\n00:44:51,930 --&gt; 00:44:56,040\r\napplications, you can seamlessly integrate to all of these underlying\r\n\r\n670\r\n00:44:56,040 --&gt; 00:44:59,390\r\ndata sources that it needs to pull from CRM systems\r\n\r\n671\r\n00:45:00,590 --&gt; 00:45:04,390\r\nand any third party data, as well as the real time information,\r\n\r\n672\r\n00:45:04,670 --&gt; 00:45:08,180\r\nof course. And so being able to leverage an AI\r\n\r\n673\r\n00:45:08,230 --&gt; 00:45:11,830\r\nplatform that is open, that doesn't just lock you into\r\n\r\n674\r\n00:45:11,830 --&gt; 00:45:15,170\r\ntheir own set of data, that might be still very\r\n\r\n675\r\n00:45:15,960 --&gt; 00:45:19,820\r\nsiloed, but allows you to orchestrate and collect data from\r\n\r\n676\r\n00:45:19,820 --&gt; 00:45:24,170\r\nany source as well as even orchestrate multiple AI technologies\r\n\r\n677\r\n00:45:24,170 --&gt; 00:45:27,570\r\ntogether. And so they can interact between one another, I\r\n\r\n678\r\n00:45:27,570 --&gt; 00:45:32,220\r\nthink is really, really important. And so one proof point\r\n\r\n679\r\n00:45:32,220 --&gt; 00:45:36,370\r\nhere is a company called Intel that chose us to\r\n\r\n680\r\n00:45:36,400 --&gt; 00:45:40,590\r\nhelp overcome that challenge. They had a live tech support\r\n\r\n681\r\n00:45:41,000 --&gt; 00:45:45,250\r\nVoicebot and they were using our solutions along with a\r\n\r\n682\r\n00:45:45,250 --&gt; 00:45:48,990\r\nvariety of other different third party technologies to sort of\r\n\r\n683\r\n00:45:48,990 --&gt; 00:45:53,100\r\nbe that orchestrator, even amongst their bots, because in some bots\r\n\r\n684\r\n00:45:53,100 --&gt; 00:45:57,320\r\nthey might choose for certain specialties or they already had\r\n\r\n685\r\n00:45:57,320 --&gt; 00:46:01,940\r\nthat, they wanted to leverage their existing investments. So garbage in,\r\n\r\n686\r\n00:46:01,940 --&gt; 00:46:05,040\r\ngarbage out, right? So data quality of course is a\r\n\r\n687\r\n00:46:05,040 --&gt; 00:46:08,180\r\nreally important challenge. And so be able to choose an open\r\n\r\n688\r\n00:46:08,180 --&gt; 00:46:11,210\r\nplatform that allows you to pull from any source is\r\n\r\n689\r\n00:46:11,210 --&gt; 00:46:14,690\r\nreally, really key. The second one here on the shortage\r\n\r\n690\r\n00:46:14,690 --&gt; 00:46:18,290\r\nof AI developers and data scientists, Aarde I am going\r\n\r\n691\r\n00:46:18,290 --&gt; 00:46:20,810\r\nto pick on you because I got the proof point and\r\n\r\n692\r\n00:46:20,910 --&gt; 00:46:22,540\r\nyou, why don't you speak to this one for us?\r\n\r\n693\r\n00:46:24,700 --&gt; 00:46:29,570\r\nDefinitely. It's a living organism. Whenever you're creating AI or\r\n\r\n694\r\n00:46:29,570 --&gt; 00:46:34,730\r\ndeploying machine learning around a certain business objective, you can't\r\n\r\n695\r\n00:46:34,730 --&gt; 00:46:38,110\r\njust implement and forget. So not only is there a\r\n\r\n696\r\n00:46:38,110 --&gt; 00:46:42,030\r\nneed for resources, AI developers and data scientists in the\r\n\r\n697\r\n00:46:42,030 --&gt; 00:46:45,700\r\nbeginning, but also a little bit of resources needed on\r\n\r\n698\r\n00:46:45,700 --&gt; 00:46:48,610\r\nthe backend just to maintain the product, making sure that\r\n\r\n699\r\n00:46:50,120 --&gt; 00:46:53,220\r\nit's doing the right thing. I think the best analogy\r\n\r\n700\r\n00:46:53,220 --&gt; 00:46:57,060\r\nI've ever heard is it's like a garden. You're growing vegetables\r\n\r\n701\r\n00:46:57,060 --&gt; 00:46:59,880\r\nout in the garden, you need to not only dig the\r\n\r\n702\r\n00:46:59,960 --&gt; 00:47:03,270\r\ninitial holes to plant with the initial plants, but as\r\n\r\n703\r\n00:47:03,270 --&gt; 00:47:06,380\r\nit's growing, you need to make sure you're watering it.\r\n\r\n704\r\n00:47:06,380 --&gt; 00:47:11,230\r\nIt gets enough sun, that you're clipping the appropriate leaves.\r\n\r\n705\r\n00:47:11,390 --&gt; 00:47:13,790\r\nIt's not something that you could set and forget, and\r\n\r\n706\r\n00:47:13,790 --&gt; 00:47:17,190\r\nthat does take time, energy and resources. It's very easy\r\n\r\n707\r\n00:47:17,190 --&gt; 00:47:21,690\r\nfor us to deploy something and then prove its success\r\n\r\n708\r\n00:47:21,690 --&gt; 00:47:24,410\r\nand say, what? That's great. Let's now deploy something else.\r\n\r\n709\r\n00:47:24,480 --&gt; 00:47:26,800\r\nAnd then we totally forget about it. And then two\r\n\r\n710\r\n00:47:26,800 --&gt; 00:47:29,890\r\nyears later, it's completely stale. It's doing things that it\r\n\r\n711\r\n00:47:29,890 --&gt; 00:47:33,240\r\nshouldn't be doing, or it's not necessarily creating the outcomes\r\n\r\n712\r\n00:47:33,240 --&gt; 00:47:36,110\r\nthat we wanted. So it's really important to make sure\r\n\r\n713\r\n00:47:36,110 --&gt; 00:47:39,360\r\nthat you invest in developers and data scientists to help\r\n\r\n714\r\n00:47:39,360 --&gt; 00:47:44,610\r\nsupport your business objectives. Thanks Aarde. And the third one\r\n\r\n715\r\n00:47:44,610 --&gt; 00:47:47,770\r\nI would highlight is a challenge we often see too.\r\n\r\n716\r\n00:47:47,770 --&gt; 00:47:50,950\r\nAnd just being able to demonstrate the business value and\r\n\r\n717\r\n00:47:50,950 --&gt; 00:47:54,460\r\nreturn on investment with AI. So one of the ways\r\n\r\n718\r\n00:47:54,460 --&gt; 00:47:58,020\r\nthat we help our clients is by even just offering\r\n\r\n719\r\n00:47:58,020 --&gt; 00:48:01,930\r\nsome really fast and easy proof points, build a bot\r\n\r\n720\r\n00:48:01,930 --&gt; 00:48:05,650\r\nworkshop where within an hour, you can get your hands\r\n\r\n721\r\n00:48:05,650 --&gt; 00:48:09,680\r\non the technology and build a basic bot to be\r\n\r\n722\r\n00:48:09,680 --&gt; 00:48:14,270\r\nable to understand and prove out and showcase how you\r\n\r\n723\r\n00:48:14,270 --&gt; 00:48:18,520\r\ncan gain efficiencies in handling influxes of volume as an\r\n\r\n724\r\n00:48:18,520 --&gt; 00:48:22,650\r\nexample. We offer pretrials so you can try before you buy\r\n\r\n725\r\n00:48:22,650 --&gt; 00:48:25,650\r\nto be able to prove out that technology too. And\r\n\r\n726\r\n00:48:25,650 --&gt; 00:48:28,930\r\nthen lastly, I mentioned that we have a value consulting\r\n\r\n727\r\n00:48:28,930 --&gt; 00:48:31,890\r\nand business consulting team, whereas as part of the process\r\n\r\n728\r\n00:48:31,890 --&gt; 00:48:36,050\r\nand working with you, we look to help you with\r\n\r\n729\r\n00:48:36,080 --&gt; 00:48:39,500\r\nthe financial models and the business benefit and benchmarks that\r\n\r\n730\r\n00:48:39,500 --&gt; 00:48:42,690\r\nyou need to help justify the solution, and then can\r\n\r\n731\r\n00:48:42,690 --&gt; 00:48:45,340\r\nwe follow up with you and working with you in\r\n\r\n732\r\n00:48:45,420 --&gt; 00:48:50,670\r\nunderstanding how you can realize that information and prove it\r\n\r\n733\r\n00:48:50,670 --&gt; 00:48:52,760\r\nout to share with your key stakeholders that were a\r\n\r\n734\r\n00:48:52,760 --&gt; 00:48:55,970\r\npart of the decision and in investing to begin with.\r\n\r\n735\r\n00:48:56,640 --&gt; 00:49:00,830\r\nSo those are a couple from your slide before. Claire,\r\n\r\n736\r\n00:49:00,830 --&gt; 00:49:03,590\r\nthat jumped out to me in terms of AI challenges and proof\r\n\r\n737\r\n00:49:03,590 --&gt; 00:49:07,120\r\npoints and how we help companies. Thank you very much\r\n\r\n738\r\n00:49:07,410 --&gt; 00:49:10,650\r\nJanelle. Okay. I'm going to change tack a little bit now.\r\n\r\n739\r\n00:49:10,910 --&gt; 00:49:13,480\r\nI don't know if you recall at the beginning, I said that\r\n\r\n740\r\n00:49:13,480 --&gt; 00:49:17,290\r\nwe will be talking about this concept of data sharing. So\r\n\r\n741\r\n00:49:17,330 --&gt; 00:49:21,450\r\nwhat would be the value of you taking an anonymized\r\n\r\n742\r\n00:49:21,450 --&gt; 00:49:24,370\r\nset of data and sharing it with a third party\r\n\r\n743\r\n00:49:24,370 --&gt; 00:49:27,650\r\nand what could be some of the mutual benefits that\r\n\r\n744\r\n00:49:27,650 --&gt; 00:49:31,320\r\nwould come out of that. And we're already seeing various examples\r\n\r\n745\r\n00:49:31,310 --&gt; 00:49:34,990\r\nacross industries. I'll give you a couple of examples. So\r\n\r\n746\r\n00:49:35,390 --&gt; 00:49:40,670\r\ntransportation companies sharing much more detailed supply chain data along\r\n\r\n747\r\n00:49:40,780 --&gt; 00:49:42,760\r\nthe supply chain so that people can give much more\r\n\r\n748\r\n00:49:42,810 --&gt; 00:49:49,790\r\naccurate timing estimates to their customers or a telecommunications company sharing\r\n\r\n749\r\n00:49:49,790 --&gt; 00:49:54,750\r\ninformation about customers are switching SIM cards frequently and sharing that\r\n\r\n750\r\n00:49:54,860 --&gt; 00:49:58,160\r\ninformation with banks to help them identify cases of fraud.\r\n\r\n751\r\n00:49:58,550 --&gt; 00:50:02,070\r\nSo various examples of where companies are looking at the\r\n\r\n752\r\n00:50:02,070 --&gt; 00:50:04,990\r\nvalue of their data and how in future, they might\r\n\r\n753\r\n00:50:04,990 --&gt; 00:50:09,380\r\nshare it with third parties to develop AI, to develop new\r\n\r\n754\r\n00:50:09,380 --&gt; 00:50:13,610\r\nbusiness models, to develop new supply chain efficiencies. And so\r\n\r\n755\r\n00:50:13,610 --&gt; 00:50:16,970\r\nwe ask the survey respondents, what would be the greatest\r\n\r\n756\r\n00:50:16,970 --&gt; 00:50:21,220\r\nbenefits of sharing data with companies in your own or\r\n\r\n757\r\n00:50:21,220 --&gt; 00:50:26,840\r\nadjacent industries? And the majority 56%, say that the greatest benefit they\r\n\r\n758\r\n00:50:26,840 --&gt; 00:50:32,240\r\ncould foresee will be faster and more transparent supply chains\r\n\r\n759\r\n00:50:32,580 --&gt; 00:50:36,600\r\nfollowed by faster and more innovative product development and then\r\n\r\n760\r\n00:50:36,620 --&gt; 00:50:41,190\r\nnew and enhanced customer services and experiences. And I know\r\n\r\n761\r\n00:50:41,190 --&gt; 00:50:45,770\r\nthat Genesys has been taking some initiatives looking into this\r\n\r\n762\r\n00:50:45,770 --&gt; 00:50:48,500\r\nspace of data sharing. Janelle, can you give us a\r\n\r\n763\r\n00:50:48,500 --&gt; 00:50:50,360\r\ncouple of examples of what you see this kind of\r\n\r\n764\r\n00:50:51,060 --&gt; 00:50:56,730\r\nthe value of sharing data to be. Well, absolutely. So\r\n\r\n765\r\n00:50:56,730 --&gt; 00:51:00,240\r\nwhen it comes to sharing data, I'll go back to\r\n\r\n766\r\n00:51:00,240 --&gt; 00:51:03,360\r\nsome of the obstacles, right? So if you go to\r\n\r\n767\r\n00:51:03,360 --&gt; 00:51:07,010\r\nthe next slide real quick Claire and I look at\r\n\r\n768\r\n00:51:07,330 --&gt; 00:51:13,530\r\nthe second bar chart, as a technology provider, the second\r\n\r\n769\r\n00:51:13,530 --&gt; 00:51:17,050\r\none here jumps out to me as something where along\r\n\r\n770\r\n00:51:17,050 --&gt; 00:51:20,240\r\nwith global tech companies, we can be part of removing\r\n\r\n771\r\n00:51:20,240 --&gt; 00:51:24,700\r\nthe obstacles associated with managing and transforming that data across\r\n\r\n772\r\n00:51:24,700 --&gt; 00:51:27,810\r\nmany systems, because if you're going to share it, you need\r\n\r\n773\r\n00:51:27,810 --&gt; 00:51:30,830\r\nto have it sort of in a shareable format to\r\n\r\n774\r\n00:51:30,830 --&gt; 00:51:35,640\r\nbegin with. So that's why Genesys has become one of\r\n\r\n775\r\n00:51:35,640 --&gt; 00:51:39,380\r\nthe only providers that are part of two key initiatives\r\n\r\n776\r\n00:51:39,380 --&gt; 00:51:46,340\r\nin being able to have open APIs amongst the key\r\n\r\n777\r\n00:51:46,340 --&gt; 00:51:49,200\r\ndata providers. So two that come to mind are the\r\n\r\n778\r\n00:51:49,200 --&gt; 00:51:53,300\r\nCloud Information Model, where we partner with companies like Amazon\r\n\r\n779\r\n00:51:53,300 --&gt; 00:51:56,690\r\nand Salesforce, as well as the open data initiative, where\r\n\r\n780\r\n00:51:56,690 --&gt; 00:52:01,420\r\nwe're partnering with other companies like Adobe, SAP and Microsoft.\r\n\r\n781\r\n00:52:01,950 --&gt; 00:52:06,070\r\nTo really conquer this challenge for companies like you, we're\r\n\r\n782\r\n00:52:06,070 --&gt; 00:52:11,600\r\ndestroying data silos. We know isn't simple but joining forces\r\n\r\n783\r\n00:52:11,600 --&gt; 00:52:16,640\r\nto establish more interoperability and data exchange in a safe\r\n\r\n784\r\n00:52:16,640 --&gt; 00:52:19,540\r\nand secure way is a step in the right direction\r\n\r\n785\r\n00:52:19,540 --&gt; 00:52:24,330\r\nthat we're really excited about. Yeah. So what this chart\r\n\r\n786\r\n00:52:24,330 --&gt; 00:52:28,170\r\nshows is the developments that companies would need to see\r\n\r\n787\r\n00:52:28,170 --&gt; 00:52:31,470\r\nto be even more active in the data sharing space.\r\n\r\n788\r\n00:52:31,620 --&gt; 00:52:34,350\r\nAnd so 64% say that they would want to see\r\n\r\n789\r\n00:52:34,350 --&gt; 00:52:38,570\r\ngreater regulatory clarity, what exactly are the rules on data\r\n\r\n790\r\n00:52:38,570 --&gt; 00:52:42,750\r\nsharing and then they'd also be looking for the agreed\r\n\r\n791\r\n00:52:42,750 --&gt; 00:52:48,030\r\nindustry standards on how data can be safely, ethically, legally\r\n\r\n792\r\n00:52:48,030 --&gt; 00:52:54,130\r\nshared across organizations. And also if they saw competitors initiatives\r\n\r\n793\r\n00:52:54,340 --&gt; 00:52:57,820\r\nto increase the data that they're sharing, that might be\r\n\r\n794\r\n00:52:57,820 --&gt; 00:53:03,110\r\nsomething that would move them into data sharing. So the next slide,\r\n\r\n795\r\n00:53:04,000 --&gt; 00:53:07,580\r\nthe next question we ask them is, how willing would you\r\n\r\n796\r\n00:53:07,580 --&gt; 00:53:11,610\r\nbe to share internal data? And what we saw is\r\n\r\n797\r\n00:53:11,610 --&gt; 00:53:15,430\r\nthat executives in the America, so Latin America and the\r\n\r\n798\r\n00:53:15,430 --&gt; 00:53:20,080\r\nNorth America are the most enthusiastic globally saying they are\r\n\r\n799\r\n00:53:20,080 --&gt; 00:53:25,520\r\neither very willing or somewhat willing to share data. In\r\n\r\n800\r\n00:53:25,520 --&gt; 00:53:29,610\r\nAsia Pacific, Europe, the Middle East and Africa, perhaps a\r\n\r\n801\r\n00:53:29,610 --&gt; 00:53:32,910\r\nlittle bit more hesitant too, a little bit more caution\r\n\r\n802\r\n00:53:32,910 --&gt; 00:53:38,690\r\nabout data sharing perhaps it's because GDPR is very, very\r\n\r\n803\r\n00:53:38,690 --&gt; 00:53:43,590\r\nstrict regulations on data sharing and just culturally more conservative\r\n\r\n804\r\n00:53:43,590 --&gt; 00:53:49,130\r\ncultures around sharing information and data. So that brings us\r\n\r\n805\r\n00:53:49,130 --&gt; 00:53:52,630\r\nto the end of the content that we wanted to\r\n\r\n806\r\n00:53:52,630 --&gt; 00:53:55,760\r\nshare with you today and leaves us some time for\r\n\r\n807\r\n00:53:55,760 --&gt; 00:53:59,200\r\nQ&amp; A, just about five minutes for Q&amp; A. After\r\n\r\n808\r\n00:53:59,200 --&gt; 00:54:03,470\r\nthat, I will share some key takeaways from this presentation\r\n\r\n809\r\n00:54:03,670 --&gt; 00:54:06,360\r\nand then Josh will come back and share some more\r\n\r\n810\r\n00:54:06,360 --&gt; 00:54:08,730\r\nof the resources that are available to you after this\r\n\r\n811\r\n00:54:08,730 --&gt; 00:54:12,580\r\nwebinar. So before we get going on the Q&amp; A\r\n\r\n812\r\n00:54:12,800 --&gt; 00:54:15,090\r\nJosh, can I just bring you back in to explain\r\n\r\n813\r\n00:54:15,090 --&gt; 00:54:19,410\r\nto the audience how it would work? Yes, absolutely. So\r\n\r\n814\r\n00:54:19,610 --&gt; 00:54:22,030\r\nfor everybody who's going to participate in today's Q&amp; A,\r\n\r\n815\r\n00:54:22,740 --&gt; 00:54:25,620\r\nthere's a Q&amp; A chat window below the slide window. If\r\n\r\n816\r\n00:54:25,620 --&gt; 00:54:27,820\r\nyou put your questions in there, we'll get through as\r\n\r\n817\r\n00:54:27,820 --&gt; 00:54:29,530\r\nmany as we can with the short amount of time that\r\n\r\n818\r\n00:54:29,530 --&gt; 00:54:32,140\r\nwe have. But we do encourage you to go ahead\r\n\r\n819\r\n00:54:32,140 --&gt; 00:54:34,430\r\nand throw those questions in there, because even if we\r\n\r\n820\r\n00:54:34,430 --&gt; 00:54:36,750\r\ndon't answer them aloud, we will follow up with you\r\n\r\n821\r\n00:54:36,750 --&gt; 00:54:40,760\r\nvia email within the next few business days. So with that, Claire,\r\n\r\n822\r\n00:54:40,760 --&gt; 00:54:43,990\r\nif you want to kick things off, go ahead. Okay.\r\n\r\n823\r\n00:54:44,330 --&gt; 00:54:46,280\r\nSo also, if you don't have a question, but you\r\n\r\n824\r\n00:54:46,280 --&gt; 00:54:48,890\r\nwanted to make a comment or answer any of the\r\n\r\n825\r\n00:54:48,890 --&gt; 00:54:51,560\r\nquestions that I've got up on the slide, how is\r\n\r\n826\r\n00:54:51,560 --&gt; 00:54:54,390\r\nAI making an impact in your business? What challenges have you\r\n\r\n827\r\n00:54:54,660 --&gt; 00:54:57,720\r\nseen? Have you seen the examples of data sharing in your\r\n\r\n828\r\n00:54:57,720 --&gt; 00:55:00,520\r\nindustry? So while we wait for some questions to come\r\n\r\n829\r\n00:55:00,520 --&gt; 00:55:03,130\r\nin, if they're going to, Aarde, I'd like to ask\r\n\r\n830\r\n00:55:03,130 --&gt; 00:55:06,590\r\nyou, what would you say is your greatest lesson learned\r\n\r\n831\r\n00:55:06,620 --&gt; 00:55:12,690\r\nhaving been on this AI journey in your business? Yeah, this is a great\r\n\r\n832\r\n00:55:12,690 --&gt; 00:55:16,530\r\nquestion. And the lessons learned kind of change over time\r\n\r\n833\r\n00:55:16,530 --&gt; 00:55:20,500\r\nand depending on where you are in the journey either\r\n\r\n834\r\n00:55:21,140 --&gt; 00:55:23,750\r\njust deploying your first one or about to deploy your\r\n\r\n835\r\n00:55:23,750 --&gt; 00:55:29,250\r\nfirst AI or bot or tool or where we're kind\r\n\r\n836\r\n00:55:29,250 --&gt; 00:55:32,600\r\nof we are now where we've had bots in place\r\n\r\n837\r\n00:55:32,600 --&gt; 00:55:36,110\r\nfor more than a year, and now we're trying to optimize\r\n\r\n838\r\n00:55:36,110 --&gt; 00:55:37,840\r\nor see what the next step is. I think the\r\n\r\n839\r\n00:55:37,840 --&gt; 00:55:42,360\r\nbiggest challenge is getting executive buy- in. You have to\r\n\r\n840\r\n00:55:42,360 --&gt; 00:55:44,460\r\nget buy- in at the highest level. It has to\r\n\r\n841\r\n00:55:44,460 --&gt; 00:55:47,210\r\nbe a company initiative. I know it's very easy to\r\n\r\n842\r\n00:55:47,210 --&gt; 00:55:50,970\r\nstart in a specific silo like customer service or sales\r\n\r\n843\r\n00:55:51,960 --&gt; 00:55:56,370\r\nand you can see some traumatic results, but it took\r\n\r\n844\r\n00:55:56,370 --&gt; 00:55:59,290\r\nfor it to get the highest impact, it's really important\r\n\r\n845\r\n00:55:59,290 --&gt; 00:56:01,020\r\nto get it all the way to your C- suite,\r\n\r\n846\r\n00:56:01,020 --&gt; 00:56:07,990\r\nyour COO, your CEO or even the director of IT\r\n\r\n847\r\n00:56:08,330 --&gt; 00:56:12,470\r\nor CIO. I think that's the biggest challenge, and it's\r\n\r\n848\r\n00:56:12,470 --&gt; 00:56:15,910\r\nnot necessarily a challenge because they're not interested in investing\r\n\r\n849\r\n00:56:15,910 --&gt; 00:56:18,380\r\nin it, it's a challenge in articulating how it could\r\n\r\n850\r\n00:56:18,380 --&gt; 00:56:22,990\r\nprobably support some sort of business obstacle that they have\r\n\r\n851\r\n00:56:23,710 --&gt; 00:56:25,830\r\nthat's in front of. I would say that's our biggest\r\n\r\n852\r\n00:56:26,190 --&gt; 00:56:30,960\r\nchallenge. Yeah. Okay. So we have a very interesting question that's come\r\n\r\n853\r\n00:56:30,960 --&gt; 00:56:35,670\r\nin and Janelle, I think it's one that we can\r\n\r\n854\r\n00:56:35,670 --&gt; 00:56:38,630\r\nput to you a question from a gentleman called Ignacio.\r\n\r\n855\r\n00:56:38,960 --&gt; 00:56:41,890\r\nSo in a few words, what is the company missing if\r\n\r\n856\r\n00:56:41,890 --&gt; 00:56:45,200\r\nthey are not using AI on their customer service model?\r\n\r\n857\r\n00:56:47,730 --&gt; 00:56:49,800\r\nWell, if I could say two words, I would say\r\n\r\n858\r\n00:56:49,800 --&gt; 00:56:54,350\r\nbusiness benefits. So hopefully of what you've seen from the\r\n\r\n859\r\n00:56:54,350 --&gt; 00:56:57,960\r\nexamples that we've shown and what Aarde described as well\r\n\r\n860\r\n00:56:57,960 --&gt; 00:57:03,240\r\nas is that, in order to achieve efficiencies at scale,\r\n\r\n861\r\n00:57:03,360 --&gt; 00:57:07,940\r\nto achieve improved customer experience at scale to increase revenue,\r\n\r\n862\r\n00:57:08,560 --&gt; 00:57:12,410\r\nthere's real power with the use of artificial intelligence to\r\n\r\n863\r\n00:57:12,760 --&gt; 00:57:16,460\r\nbe able to real time provide insights and actions that\r\n\r\n864\r\n00:57:16,460 --&gt; 00:57:20,510\r\ndrive business results and business outcomes. So that I would say\r\n\r\n865\r\n00:57:20,510 --&gt; 00:57:23,750\r\nyou might have great customer experience already, you might be\r\n\r\n866\r\n00:57:23,750 --&gt; 00:57:26,780\r\nmissing an opportunity to take that to the next level\r\n\r\n867\r\n00:57:26,780 --&gt; 00:57:35,020\r\nif you don't incorporate AI. Okay. So a comment from\r\n\r\n868\r\n00:57:35,020 --&gt; 00:57:38,570\r\na lady called Carra, so we use Chatbots in place and\r\n\r\n869\r\n00:57:38,570 --&gt; 00:57:41,600\r\nhave seen some positive results and are looking to take\r\n\r\n870\r\n00:57:41,600 --&gt; 00:57:44,280\r\nit to the level of full integration with our live\r\n\r\n871\r\n00:57:44,280 --&gt; 00:57:48,320\r\nchat. So Janelle, what would you think that their business\r\n\r\n872\r\n00:57:48,320 --&gt; 00:57:53,570\r\nneeds to consider as they're making that next step? Well,\r\n\r\n873\r\n00:57:53,570 --&gt; 00:57:56,840\r\nit's hard to say not knowing how they're using Chatbots\r\n\r\n874\r\n00:57:56,840 --&gt; 00:57:59,910\r\ntoday honestly but maybe Aarde I could ask for your\r\n\r\n875\r\n00:57:59,910 --&gt; 00:58:03,800\r\nopinion on this one having really been very close to\r\n\r\n876\r\n00:58:03,800 --&gt; 00:58:10,290\r\nthe implementation at Textile. Yeah. So I would say if\r\n\r\n877\r\n00:58:10,290 --&gt; 00:58:12,700\r\nyou're just starting out with Chatbots, you're probably doing an\r\n\r\n878\r\n00:58:12,700 --&gt; 00:58:17,640\r\nFAQ bot that's learning the intent and then reporting back some\r\n\r\n879\r\n00:58:17,640 --&gt; 00:58:21,510\r\nsort of basic information from an FAQ guide. I would\r\n\r\n880\r\n00:58:21,510 --&gt; 00:58:25,030\r\nsay the next level to that is integrating denigrations into\r\n\r\n881\r\n00:58:25,030 --&gt; 00:58:28,980\r\nyour CRM or whatever tool sets that you have so\r\n\r\n882\r\n00:58:28,980 --&gt; 00:58:32,330\r\nthat instead of just reading back some content, you could\r\n\r\n883\r\n00:58:32,330 --&gt; 00:58:35,710\r\nactually perform actions for your customers and truly give them\r\n\r\n884\r\n00:58:35,710 --&gt; 00:58:39,870\r\nself service. Think of it as like, \" Can you reset\r\n\r\n885\r\n00:58:39,870 --&gt; 00:58:42,960\r\nmy password?\" And instead of it saying, \" You could reset\r\n\r\n886\r\n00:58:42,960 --&gt; 00:58:45,900\r\nyour password by logging in and clicking the reset password\r\n\r\n887\r\n00:58:45,900 --&gt; 00:58:48,710\r\nbutton.\" Instead, it would say, \" Sure. I could reset your\r\n\r\n888\r\n00:58:48,710 --&gt; 00:58:52,180\r\npassword. Let me go ahead and send you an SMS\r\n\r\n889\r\n00:58:52,180 --&gt; 00:58:55,660\r\ntext message, click that link.\" And it'll reset it. It'll\r\n\r\n890\r\n00:58:55,660 --&gt; 00:59:01,100\r\nexpire in 10 minutes, something like that. So actionable, we\r\n\r\n891\r\n00:59:01,100 --&gt; 00:59:04,940\r\ncall this virtual assistants versus just a Chatbot, that would be\r\n\r\n892\r\n00:59:05,000 --&gt; 00:59:08,470\r\nthe next level. And then I guess kind of piggybacking\r\n\r\n893\r\n00:59:08,470 --&gt; 00:59:12,080\r\noff the first QA question, what you would miss by\r\n\r\n894\r\n00:59:12,080 --&gt; 00:59:16,660\r\nnot implementing AI. And I think Janelle hit this on\r\n\r\n895\r\n00:59:16,660 --&gt; 00:59:21,160\r\nthe head, it's business insights, it's KPIs and metrics that\r\n\r\n896\r\n00:59:21,160 --&gt; 00:59:22,880\r\nyou can now measure. It's going to open up a\r\n\r\n897\r\n00:59:22,880 --&gt; 00:59:26,400\r\nwhole new area for you to have insights into and\r\n\r\n898\r\n00:59:26,400 --&gt; 00:59:29,700\r\nthen that could help you create your customer experience and\r\n\r\n899\r\n00:59:29,700 --&gt; 00:59:34,420\r\ncustomer journey. I think we're at time now. So I\r\n\r\n900\r\n00:59:34,420 --&gt; 00:59:37,710\r\nbetter hand it to Josh who will wrap the call\r\n\r\n901\r\n00:59:37,710 --&gt; 00:59:40,700\r\nand give us some resources that build on these topics.\r\n\r\n902\r\n00:59:42,720 --&gt; 00:59:46,320\r\nSounds good to me. So just as next steps for\r\n\r\n903\r\n00:59:46,320 --&gt; 00:59:50,210\r\neverybody, you should see the resource list just next to\r\n\r\n904\r\n00:59:50,210 --&gt; 00:59:52,770\r\nthe Q&amp; A window. Make sure you click on these\r\n\r\n905\r\n00:59:52,770 --&gt; 00:59:55,330\r\nbefore we end today's webcast. You can get the full\r\n\r\n906\r\n00:59:55,330 --&gt; 00:59:58,680\r\nMIT global AI agenda report. You can learn more about\r\n\r\n907\r\n00:59:58,680 --&gt; 01:00:01,330\r\nthe AI power context center, and you can even get\r\n\r\n908\r\n01:00:01,330 --&gt; 01:00:04,670\r\nstarted today by building AI capabilities into your call center.\r\n\r\n909\r\n01:00:05,470 --&gt; 01:00:07,520\r\nSo again, make sure that you click on that before we\r\n\r\n910\r\n01:00:07,520 --&gt; 01:00:12,050\r\nclose out today. Also to wrap up, make sure you\r\n\r\n911\r\n01:00:12,050 --&gt; 01:00:14,070\r\ncontinue to throw questions that you still have, even though\r\n\r\n912\r\n01:00:14,070 --&gt; 01:00:15,510\r\nwe ran out of time, we do want to make\r\n\r\n913\r\n01:00:15,510 --&gt; 01:00:17,690\r\nsure that we answer any questions. So throw those into\r\n\r\n914\r\n01:00:17,690 --&gt; 01:00:20,320\r\nthe Q&amp; A window before we end today. And I'll be\r\n\r\n915\r\n01:00:20,320 --&gt; 01:00:23,740\r\nsure to answer as many as we can via email\r\n\r\n916\r\n01:00:23,740 --&gt; 01:00:27,470\r\nwithin the next few business days. Also after today's webinar,\r\n\r\n917\r\n01:00:27,470 --&gt; 01:00:30,760\r\nyou're going to see a short survey pop up. We\r\n\r\n918\r\n01:00:30,760 --&gt; 01:00:33,420\r\nmake sure that we tailor webinars towards what you want\r\n\r\n919\r\n01:00:33,420 --&gt; 01:00:38,210\r\nto learn more about. So be sure to throw your\r\n\r\n920\r\n01:00:38,210 --&gt; 01:00:41,510\r\nresponses into the survey and click submit before today's session\r\n\r\n921\r\n01:00:41,510 --&gt; 01:00:43,860\r\nends and we'll be sure to incorporate that feedback in\r\n\r\n922\r\n01:00:43,860 --&gt; 01:00:47,650\r\nthe future. And also be sure to take a look\r\n\r\n923\r\n01:00:47,650 --&gt; 01:00:50,840\r\nat our podcast below. We have a new podcast called\r\n\r\n924\r\n01:00:50,840 --&gt; 01:00:54,590\r\nTech Talks in Twenty where we discuss topics that you\r\n\r\n925\r\n01:00:54,590 --&gt; 01:00:57,810\r\nwant to hear in just about 20 minutes. So you\r\n\r\n926\r\n01:00:57,810 --&gt; 01:01:01,550\r\nare welcome to listen today. So with all that being\r\n\r\n927\r\n01:01:01,550 --&gt; 01:01:04,450\r\nsaid on behalf of Janelle, Claire and Aarde and the\r\n\r\n928\r\n01:01:04,450 --&gt; 01:01:07,160\r\nentire Genesys team, we thank you again for joining today's\r\n\r\n929\r\n01:01:07,160 --&gt; 01:01:11,750\r\nwebcast AI in the Contact Center: The Promise, Reality and Future.\r\n\r\n930\r\n01:01:12,030 --&gt; 01:01:17,540\r\nUntil next time, have a good one everyone. Bye. Thank\r\n\r\n931\r\n01:01:17,870 --&gt; 01:01:18,020\r\nyou.[mktoform form_type=\"hot\" cta_header=\"REGISTER NOW\" cta_button=\"Register Now!\" cms_hold=\"RG\" cid_id=\"7011T000001t894QAA\"]\r\nMeet the Speakers\r\n\r\nClaire Beatty\r\nEditorial Director for International Markets\r\nMIT Technology Review Insights\r\n\r\nAarde Cosseboom\r\nSr. Director of GMS Technology, Product, &amp; Analytics\r\nTechStyle\r\n\r\nJanelle Dieken\r\nSenior Vice President, Product Marketing\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/govloop-firesidechat-how-the-cloud-can-enhance-customer-experience?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">GovLoop Fireside Chat \u2013 How the Cloud Can Enhance Customer Experience<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\n[this_page_title]\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]Regardless of the channel, citizens are demanding better customer experiences from the government. However, without proper solutions, fulfilling that customer experience request is not easy. View this OnDemand fireside chat to hear government and industry experts discuss how agencies are able to enhance customer experience using secure cloud solutions.\r\n\r\nSpecifically, you\u2019ll explore:\r\n\r\n \tWhy achieving a better customer experience is critical for government at all levels\r\n \tHow agencies transform their customer experience approach with the cloud\r\n \tActionable steps to overcome customer experience obstacles\r\n\r\n[mktoform form_type=\"hot\" form_p_target=\"custom\" ar_status=\"dynamic\" ar_url_dynamic=\"custom\" cms_hold=\"RG\" cid_id=\"7011T000001t7z4QAA\" ar_url=\"https:\/\/www.genesys.com\/campaign\/govloop-firesidechat-how-the-cloud-can-enhance-customer-experience-thank-you\" url=\"https:\/\/www.genesys.com\/campaign\/govloop-firesidechat-how-the-cloud-can-enhance-customer-experience-thank-you\"]\r\nMeet the Speakers\r\n\r\nDave York\r\nSenior Vice President, US Public Sector\r\nGenesys\r\n\r\nAnne Petersen\r\nDirector of Experience Design, 18F\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/govloop-webinar-how-the-cloud-can-impact-citizen-trust?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">GovLoop Fireside Chat \u2013 How the Cloud Can Impact Citizen Trust<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\n[this_page_title]\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]Citizens want to quickly access and trust the information they receive from government agencies, in both times of emergency and tranquility. The Cloud gives agencies the technology tools they need to consistently deliver the right message, to the right person, at the right time, and that successful, secure delivery goes a long way to improving citizen trust. During this OnDemand fireside chat, government and industry experts share how to enhance communication and improve citizen trust.\r\n\r\nSpecifically, you\u2019ll explore:\r\n\r\n \tHow a secure cloud solution can make a positive impact on citizen trust in government.\r\n \tThe biggest barriers facing agencies looking to deliver accurate and timely information to citizens.\r\n \tHow successful agencies have implemented reliable cloud solutions for their citizen services.\r\n\r\n[mktoform form_type=\"hot\" form_p_target=\"custom\" ar_status=\"dynamic\" ar_url_dynamic=\"custom\" cms_hold=\"RG\" cid_id=\"7011T000001t7yzQAA\" url=\"https:\/\/www.genesys.com\/campaign\/govloop-fireside-chat-how-the-cloud-can-impact-citizen-trust\" ar_url=\"https:\/\/www.genesys.com\/campaign\/govloop-fireside-chat-how-the-cloud-can-impact-citizen-trust\"]\r\nMeet the Speakers\r\n\r\nDave York\r\nSenior Vice President, US Public Sector\r\nGenesys\r\n\r\nBarbara Morton\r\nDeputy Chief, Veteran\u2019s Experience Office\r\nVeterans Affairs Department\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Webinar Bytes,Genesys Engage,genesys multicloud cx,PureBridge\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/webinar-bytes-genesys-engage-microsoft-azure-transform-your-customer-experience-in-the-cloud?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Webinar Bytes<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">[Webinar Bytes] Genesys Multicloud CX + Microsoft Azure: Transform your customer experience in the cloud<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nWebinar Bytes\r\n\r\n[Webinar Bytes] Genesys Multicloud CX + Microsoft Azure: Transform your customer experience in the cloud\r\nWe've taken one of our webinars and broken it down in to smaller video segments.\u00a0 Check out some of the most important parts of the webinar below.\u00a0 Then watch the full video by clicking the link below.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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.\r\n\r\nGenesys Multicloud CX 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.\r\n\r\nIn 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.\r\n\r\nWatch the full webinar by clicking this link.[cutoff co_thick=\"2px\"]\r\nMeet the Speakers\r\n\r\nDavid Totten\r\nCTO, US Partner Ecosystem\r\nMicrosoft\r\n\r\nJeff Wise\r\nVP Strategic Alliances\r\nGenesys\r\n[cutoff co_thick=\"2px\"]1\r\n00:00:00,000 --&gt; 00:00:02,060\r\nGenesys and Microsoft have brought\r\n\r\n2\r\n00:00:02,060 --&gt; 00:00:03,590\r\nall this technology together to\r\n\r\n3\r\n00:00:03,590 --&gt; 00:00:05,030\r\nbe able to allow and\r\n\r\n4\r\n00:00:05,030 --&gt; 00:00:06,800\r\ncreate what we believe are\r\n\r\n5\r\n00:00:06,800 --&gt; 00:00:10,000\r\nthese important, empathetic moments, and\r\n\r\n6\r\n00:00:10,000 --&gt; 00:00:11,630\r\nthat, when you have empathy,\r\n\r\n7\r\n00:00:12,050 --&gt; 00:00:13,880\r\nit leads to trust and\r\n\r\n8\r\n00:00:13,880 --&gt; 00:00:16,040\r\nit leads to loyalty. Because\r\n\r\n9\r\n00:00:16,040 --&gt; 00:00:17,360\r\nwe all know, when you\r\n\r\n10\r\n00:00:17,360 --&gt; 00:00:18,520\r\ncreate a one- on- one\r\n\r\n11\r\n00:00:18,530 --&gt; 00:00:20,140\r\nrelationship, and we all know\r\n\r\n12\r\n00:00:20,140 --&gt; 00:00:21,150\r\nthis in our own daily\r\n\r\n13\r\n00:00:21,150 --&gt; 00:00:24,540\r\nlives. The more I know\r\n\r\n14\r\n00:00:24,540 --&gt; 00:00:26,620\r\nabout you and the more I\r\n\r\n15\r\n00:00:26,620 --&gt; 00:00:29,590\r\nunderstand about your situation, and\r\n\r\n16\r\n00:00:29,990 --&gt; 00:00:30,740\r\nwhen I can have that\r\n\r\n17\r\n00:00:30,740 --&gt; 00:00:33,650\r\nempathetic connection, it really just\r\n\r\n18\r\n00:00:33,650 --&gt; 00:00:35,070\r\nleads to a better outcome.\r\n\r\n19\r\n00:00:36,120 --&gt; 00:00:37,450\r\nThat's what we call experiences as\r\n\r\n20\r\n00:00:37,450 --&gt; 00:00:41,770\r\na service. That's how personalization\r\n\r\n21\r\n00:00:42,620 --&gt; 00:00:44,970\r\nempathy, really driving that connection,\r\n\r\n22\r\n00:00:45,720 --&gt; 00:00:48,000\r\ncreating that trust, creating loyalty\r\n\r\n23\r\n00:00:48,240 --&gt; 00:00:50,220\r\nwill then ensure that that\r\n\r\n24\r\n00:00:50,220 --&gt; 00:00:52,620\r\nswitching costs doesn't become an\r\n\r\n25\r\n00:00:52,620 --&gt; 00:00:56,170\r\nissue because that personalized experience\r\n\r\n26\r\n00:00:56,470 --&gt; 00:01:00,010\r\nis ensuring that loyalty. Yeah.\r\n\r\n27\r\n00:01:00,470 --&gt; 00:01:02,190\r\nLet me add to that quickly, Jeff.\r\n\r\n28\r\n00:01:02,690 --&gt; 00:01:03,990\r\nIt's interesting because now, it\r\n\r\n29\r\n00:01:04,200 --&gt; 00:01:05,790\r\nused to be, if a\r\n\r\n30\r\n00:01:05,790 --&gt; 00:01:08,010\r\ncustomer felt like the company\r\n\r\n31\r\n00:01:08,010 --&gt; 00:01:10,380\r\nknew them, or remembered their\r\n\r\n32\r\n00:01:10,380 --&gt; 00:01:12,150\r\ninformation, or had their details,\r\n\r\n33\r\n00:01:12,150 --&gt; 00:01:13,650\r\nor had their preferences while\r\n\r\n34\r\n00:01:13,650 --&gt; 00:01:15,030\r\ncoming in the door, that\r\n\r\n35\r\n00:01:15,030 --&gt; 00:01:15,920\r\nused to be almost a\r\n\r\n36\r\n00:01:15,920 --&gt; 00:01:16,730\r\nnice to have, or a\r\n\r\n37\r\n00:01:16,730 --&gt; 00:01:18,110\r\ngreat tab. That's a great\r\n\r\n38\r\n00:01:18,680 --&gt; 00:01:19,780\r\nexperience to have. Now it's\r\n\r\n39\r\n00:01:19,780 --&gt; 00:01:20,670\r\nbecoming a little bit more\r\n\r\n40\r\n00:01:20,670 --&gt; 00:01:24,180\r\nof an expectation. The power\r\n\r\n41\r\n00:01:24,180 --&gt; 00:01:25,340\r\nof the internet and how\r\n\r\n42\r\n00:01:25,340 --&gt; 00:01:27,000\r\nwe engage with different services\r\n\r\n43\r\n00:01:27,000 --&gt; 00:01:29,360\r\nacross the internet and mobile\r\n\r\n44\r\n00:01:29,560 --&gt; 00:01:31,760\r\ntechnologies now has created this\r\n\r\n45\r\n00:01:31,760 --&gt; 00:01:34,680\r\nexpectation that companies we interact\r\n\r\n46\r\n00:01:34,680 --&gt; 00:01:35,640\r\nwith, who we share data\r\n\r\n47\r\n00:01:35,640 --&gt; 00:01:37,000\r\nwith, who we transact with,\r\n\r\n48\r\n00:01:37,310 --&gt; 00:01:38,740\r\nknow who I am, what\r\n\r\n49\r\n00:01:38,740 --&gt; 00:01:39,930\r\nmy preferences are and what\r\n\r\n50\r\n00:01:39,930 --&gt; 00:01:40,680\r\nI want to do when\r\n\r\n51\r\n00:01:40,680 --&gt; 00:01:41,940\r\nI come into their platform.\r\n\r\n52\r\n00:01:42,630 --&gt; 00:01:45,180\r\nIt's not just necessarily experiences as\r\n\r\n53\r\n00:01:45,180 --&gt; 00:01:46,280\r\na service. I always call\r\n\r\n54\r\n00:01:46,280 --&gt; 00:01:48,150\r\nit experience as an expectation\r\n\r\n55\r\n00:01:49,330 --&gt; 00:01:52,170\r\nthat we want that personalized\r\n\r\n56\r\n00:01:52,170 --&gt; 00:01:53,940\r\napproach that anybody that we\r\n\r\n57\r\n00:01:53,940 --&gt; 00:01:54,850\r\ninteract with, or that we\r\n\r\n58\r\n00:01:54,850 --&gt; 00:01:56,610\r\nhave commerce with, really knows\r\n\r\n59\r\n00:01:56,610 --&gt; 00:01:57,840\r\nwho we are, why I'm\r\n\r\n60\r\n00:01:57,840 --&gt; 00:01:58,890\r\nat their platform and what\r\n\r\n61\r\n00:01:58,890 --&gt; 00:01:59,870\r\nI want to do with\r\n\r\n62\r\n00:01:59,870 --&gt; 00:02:05,370\r\nthem. Oh, 100% David. The\r\n\r\n63\r\n00:02:05,770 --&gt; 00:02:10,510\r\nresearch confirms this, that organizations\r\n\r\n64\r\n00:02:10,570 --&gt; 00:02:14,370\r\nthat grow the personalization and\r\n\r\n65\r\n00:02:14,370 --&gt; 00:02:16,650\r\nestablish loyalty is good for\r\n\r\n66\r\n00:02:16,650 --&gt; 00:02:19,640\r\nbusiness. The Harvard business review\r\n\r\n67\r\n00:02:19,640 --&gt; 00:02:21,870\r\nhere has confirmed that. There's\r\n\r\n68\r\n00:02:21,870 --&gt; 00:02:24,310\r\nlots of other strong research\r\n\r\n69\r\n00:02:24,370 --&gt; 00:02:26,170\r\nthat just shows, when you\r\n\r\n70\r\n00:02:26,170 --&gt; 00:02:27,790\r\nstart with the customer experience\r\n\r\n71\r\n00:02:29,020 --&gt; 00:02:31,410\r\nand create loyalty, it's not\r\n\r\n72\r\n00:02:31,410 --&gt; 00:02:32,970\r\njust good for the customer,\r\n\r\n73\r\n00:02:33,090 --&gt; 00:02:33,790\r\nbut it's great for the\r\n\r\n74\r\n00:02:33,790 --&gt; 00:02:34,320\r\nbusiness.\r\n\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"AppFoundry,Improve customer experience,Genesys Cloud,genesys cloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/how-to-launch-self-service-knowledge-fast?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">AppFoundry Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">How to launch self-service knowledge fast<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nAppFoundry Webinar\r\n\r\nHow to launch self-service knowledge fast\r\n[cutoff co_thick=\"2px\"]Wednesday, July 8, 2020 at 8AM PST\r\n\r\nThis 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\u2014but 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\u00a0 for your company.\r\n\r\nYou'll learn:\r\n\r\n \tThe core pieces every company needs to quickly and successfully roll out self-service\r\n \tExpected timeline and outcomes for rapid-launch self-service deployments\r\n \tUse cases from MindTouch customers that have successfully launched self-service on compressed timelines\r\n\r\nSign up for this webinar today.[mktoform form_type=\"hot\" cta_header=\"REGISTER NOW\" cta_button=\"Register Now!\" form_reach=\"noreach\" cms_hold=\"RG\" cid_id=\"7011T000001t7zTQAQ\"]\r\nMeet the Speaker\r\n\r\nAaron Rice\r\nCEO\r\nMindTouch\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/five-successful-habits-of-a-cx-hero?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Five successful habits of a CX Hero<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nCX Heroes Webinar Series\r\n\r\nFive successful habits of a CX Hero\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]Parity is a challenge in business. When competing brands can\u2019t create true differentiation, they struggle to stand out in customers\u2019 minds. And in the telecom business \u2014 where the products vary little \u2014 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 \u2013 and it\u2019s not with product, but with service\u2026 customer service.\u00a0 That\u2019s a philosophy that is practiced company-wide and encouraged by giving all customer service representatives the power to be creative and do what\u2019s necessary to solve problems.\r\n\r\nThe 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 \u2014 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.\r\n\r\nIn this CX Heroes webinar, you will learn how AB Sappa:\r\n\r\n \tEstablishes skills that every agent should have\r\n \tHandles difficult customers with finesse\r\n \tRecognizes and rewards agents\r\n \tTurns customers into brand advocates\r\n \tGet personalization right for their customers\r\n\r\nCelebrate the people who drive excellent customer service\u2014 and the technology that empowers them.\u00a0 The CX Heroes program acknowledges the select few who have applied their skills, talents and empathy to\u00a0make a real difference in people\u2019s\u00a0lives.\u200b\u00a0 The result?\u00a0\u00a0Truly authentic, personal, meaningful experiences\u00a0that customers recognize as special.[cutoff co_thick=\"2px\"]1\r\n00:00:11,460 --&gt; 00:00:16,000\r\nHello everyone. And welcome to our CX heroes webinar on\r\n\r\n2\r\n00:00:16,000 --&gt; 00:00:20,890\r\nfive successful habits of a CX hero. We're really excited\r\n\r\n3\r\n00:00:20,890 --&gt; 00:00:25,060\r\ntoday, all the way from Sweden to have Katarina Cervell\r\n\r\n4\r\n00:00:25,160 --&gt; 00:00:30,480\r\nand Jacob Daln\u00e4s from Sappa. So, welcome to you both.\r\n\r\n5\r\n00:00:30,810 --&gt; 00:00:35,820\r\nJacob is CX hero. So, congratulations Jacob for being named\r\n\r\n6\r\n00:00:35,820 --&gt; 00:00:38,830\r\nCX hero. We're really excited to have you here, and\r\n\r\n7\r\n00:00:38,830 --&gt; 00:00:40,650\r\nlater on, in the webinar, we're going to have you\r\n\r\n8\r\n00:00:40,650 --&gt; 00:00:46,710\r\ntell your story of what earned you this distinction. But\r\n\r\n9\r\n00:00:46,710 --&gt; 00:00:49,729\r\nbefore we start off, Katarina, I'd love to have you\r\n\r\n10\r\n00:00:49,729 --&gt; 00:00:54,650\r\ntell us a little bit about Sappa. Absolutely. I'll do\r\n\r\n11\r\n00:00:54,650 --&gt; 00:00:59,460\r\nthat. Sappa is the fourth largest telecom company in Sweden,\r\n\r\n12\r\n00:00:59,510 --&gt; 00:01:04,580\r\nand we deliver TV, broadband to our customer throughout Sweden.\r\n\r\n13\r\n00:01:05,430 --&gt; 00:01:10,950\r\nAnd we also deliver digital care services for elderly people.\r\n\r\n14\r\n00:01:10,950 --&gt; 00:01:14,160\r\nSo, they can stay at home longer and feel safe,\r\n\r\n15\r\n00:01:14,160 --&gt; 00:01:19,030\r\nand their relatives can feel safe. And our mission is\r\n\r\n16\r\n00:01:19,030 --&gt; 00:01:23,230\r\nto be the most customer- friendly company in Sweden.[crosstalk 00:01:\r\n\r\n17\r\n00:01:23,230 --&gt; 00:01:30,360\r\n25]- That sounds great. Yeah. That sounds great. Well, we're\r\n\r\n18\r\n00:01:30,360 --&gt; 00:01:33,130\r\nreally excited to have you here and excited to dive\r\n\r\n19\r\n00:01:33,130 --&gt; 00:01:38,550\r\ninto what makes an effective CX hero. So, as we\r\n\r\n20\r\n00:01:38,550 --&gt; 00:01:41,020\r\nget a little deeper into the webinar here, you're going\r\n\r\n21\r\n00:01:41,020 --&gt; 00:01:44,260\r\nto learn five ways to improve customer service and establish\r\n\r\n22\r\n00:01:44,260 --&gt; 00:01:48,060\r\nsuccessful habits that you can use every day. You'll be\r\n\r\n23\r\n00:01:48,060 --&gt; 00:01:52,130\r\nable to\" Establish skills that every agent should have.\" We'll\r\n\r\n24\r\n00:01:52,130 --&gt; 00:01:56,120\r\nshow you how to\" Handle difficult customers with finesse,\" how-\r\n\r\n25\r\n00:01:56,120 --&gt; 00:02:00,030\r\nto\" Recognize and reward your agents,\" how- to\" Turn customers\r\n\r\n26\r\n00:02:00,030 --&gt; 00:02:03,630\r\ninto brand advocates,\" and how- to\" get personalization right for\r\n\r\n27\r\n00:02:03,630 --&gt; 00:02:08,050\r\nyour customers.\" So, without further ado, let's jump right into\r\n\r\n28\r\n00:02:08,050 --&gt; 00:02:12,510\r\nit. The first habit is establishing a set of skills\r\n\r\n29\r\n00:02:12,510 --&gt; 00:02:14,770\r\nthat every agent should have. And as you see on this\r\n\r\n30\r\n00:02:14,770 --&gt; 00:02:17,840\r\nslide here, we have listed 10 skills that we at\r\n\r\n31\r\n00:02:17,840 --&gt; 00:02:21,110\r\nGenesys feel are really important skills. These are certainly not\r\n\r\n32\r\n00:02:21,110 --&gt; 00:02:26,120\r\nevery skill, but this is a really good, basic set\r\n\r\n33\r\n00:02:26,120 --&gt; 00:02:28,919\r\nof skills that we think are important. So, as you\r\n\r\n34\r\n00:02:28,919 --&gt; 00:02:33,419\r\nhave a chance to look at this Katarina from your point\r\n\r\n35\r\n00:02:33,419 --&gt; 00:02:36,590\r\nof view, which two of these skills do you think\r\n\r\n36\r\n00:02:36,590 --&gt; 00:02:40,700\r\nare the most important to providing good customer service? Or\r\n\r\n37\r\n00:02:40,700 --&gt; 00:02:42,320\r\nif you see a skill that's not on here, is\r\n\r\n38\r\n00:02:42,320 --&gt; 00:02:45,460\r\nthere something that's missing here that you think is an important skill?\r\n\r\n39\r\n00:02:46,700 --&gt; 00:02:49,440\r\nYeah, I would like to choose all of them, but\r\n\r\n40\r\n00:02:51,360 --&gt; 00:02:55,030\r\nI would like to keep it to a smaller[ inaudible\r\n\r\n41\r\n00:02:55,450 --&gt; 00:02:58,900\r\n00: 02: 55]. In order to reach our vision, that\r\n\r\n42\r\n00:02:58,900 --&gt; 00:03:02,470\r\nis to be the most customer- friendly company, I think\r\n\r\n43\r\n00:03:02,470 --&gt; 00:03:06,880\r\nthat it's very important that advisors like Jacob is a\r\n\r\n44\r\n00:03:06,880 --&gt; 00:03:12,930\r\ngood listener to the customer and also to be assertiveness\r\n\r\n45\r\n00:03:13,100 --&gt; 00:03:18,590\r\nto the customer's needs and also get on the same\r\n\r\n46\r\n00:03:18,590 --&gt; 00:03:22,419\r\nlevel as the customer. So, that's very important, but I\r\n\r\n47\r\n00:03:22,419 --&gt; 00:03:25,610\r\nthink the most important thing for us is that our\r\n\r\n48\r\n00:03:25,610 --&gt; 00:03:31,770\r\nadvisors are genuine and themselves because that's creates a relation\r\n\r\n49\r\n00:03:31,930 --&gt; 00:03:34,650\r\nwith the customer and that's very, very important for us.\r\n\r\n50\r\n00:03:36,950 --&gt; 00:03:39,610\r\nYeah. That makes a lot of sense. That authentic bond\r\n\r\n51\r\n00:03:39,610 --&gt; 00:03:42,030\r\nwith a customer that lets them know that you're truly\r\n\r\n52\r\n00:03:42,030 --&gt; 00:03:44,610\r\nlistening to them and you truly understand where they're coming\r\n\r\n53\r\n00:03:44,610 --&gt; 00:03:50,040\r\nfrom. Yeah. Yeah. Jacob, what about you? You are talking\r\n\r\n54\r\n00:03:50,260 --&gt; 00:03:54,080\r\nto customers all the time. Looking at this list here,\r\n\r\n55\r\n00:03:54,080 --&gt; 00:03:59,870\r\nwhich two skills are most important? I think I put\r\n\r\n56\r\n00:03:59,870 --&gt; 00:04:02,610\r\nthe two of them together as one actually, and it's\r\n\r\n57\r\n00:04:02,860 --&gt; 00:04:06,960\r\nlistening and attentiveness. I put this one because I think\r\n\r\n58\r\n00:04:06,960 --&gt; 00:04:10,620\r\nthey go kind of hand in hand. I think it's\r\n\r\n59\r\n00:04:10,660 --&gt; 00:04:15,270\r\nvery important to listen and to also pay attention because\r\n\r\n60\r\n00:04:15,370 --&gt; 00:04:18,339\r\nthen you can pick up the things that the customer\r\n\r\n61\r\n00:04:18,400 --&gt; 00:04:23,680\r\nis maybe not telling you because, in my experience, they\r\n\r\n62\r\n00:04:23,680 --&gt; 00:04:28,210\r\ndon't give their every need at once when they call\r\n\r\n63\r\n00:04:28,210 --&gt; 00:04:30,910\r\nyou because they might be nervous or they have waited\r\n\r\n64\r\n00:04:30,910 --&gt; 00:04:34,940\r\nfor a long time. So, it's about reading the signals\r\n\r\n65\r\n00:04:35,560 --&gt; 00:04:38,620\r\nand just listening and paying attention to what they say.\r\n\r\n66\r\n00:04:39,350 --&gt; 00:04:42,130\r\nAnd then you can find many more needs than the\r\n\r\n67\r\n00:04:43,100 --&gt; 00:04:46,700\r\none recent, that they are calling you. And after that,\r\n\r\n68\r\n00:04:47,529 --&gt; 00:04:53,400\r\nit's resourcefulness that I took because when you listen and\r\n\r\n69\r\n00:04:53,400 --&gt; 00:04:57,400\r\nyou find all the things that the customer needs, then\r\n\r\n70\r\n00:04:57,400 --&gt; 00:05:00,900\r\nyou also need to be creative to solve the issue.\r\n\r\n71\r\n00:05:00,960 --&gt; 00:05:05,060\r\nBecause many times it's might not be our services that\r\n\r\n72\r\n00:05:05,060 --&gt; 00:05:09,089\r\nis the best solution for the customer. It might be\r\n\r\n73\r\n00:05:09,089 --&gt; 00:05:11,880\r\nsomething else. So, you will have to be creative and\r\n\r\n74\r\n00:05:11,880 --&gt; 00:05:16,270\r\nsee in what way you can help the customer. And\r\n\r\n75\r\n00:05:17,880 --&gt; 00:05:22,450\r\nI also want to agree with Katarina on being on\r\n\r\n76\r\n00:05:22,450 --&gt; 00:05:25,810\r\nthe same level as the customer is important like you\r\n\r\n77\r\n00:05:25,810 --&gt; 00:05:29,700\r\nspeak the same language. And so you kind of have\r\n\r\n78\r\n00:05:29,700 --&gt; 00:05:35,670\r\nto be like a chameleon. You have to adapt to\r\n\r\n79\r\n00:05:35,670 --&gt; 00:05:39,089\r\nwho you talk to and speak their language. So they understand\r\n\r\n80\r\n00:05:39,089 --&gt; 00:05:41,390\r\nyou and that you feel a special connection with them.\r\n\r\n81\r\n00:05:42,010 --&gt; 00:05:44,980\r\nAnd of course, it has to be genuine also. I\r\n\r\n82\r\n00:05:44,980 --&gt; 00:05:48,200\r\nthink you can tell very clearly when someone is reading\r\n\r\n83\r\n00:05:48,200 --&gt; 00:05:51,140\r\nfrom a script or they have been trained to say\r\n\r\n84\r\n00:05:51,140 --&gt; 00:05:54,980\r\ncertain things. So, it needs to come from the heart too.\r\n\r\n85\r\n00:05:56,610 --&gt; 00:05:59,140\r\nThat makes lot of sense. It sounds from hearing you\r\n\r\n86\r\n00:05:59,140 --&gt; 00:06:03,450\r\ntalk, an important part of it is not only listening\r\n\r\n87\r\n00:06:03,450 --&gt; 00:06:07,930\r\nto what they say but picking up cues on understanding\r\n\r\n88\r\n00:06:07,930 --&gt; 00:06:10,770\r\nwhat they're not saying and trying to fill in the\r\n\r\n89\r\n00:06:10,770 --&gt; 00:06:13,540\r\nblanks for other things that they might need to. Is\r\n\r\n90\r\n00:06:13,540 --&gt; 00:06:19,760\r\nthat right? Yeah, absolutely. And we hire personalities like Jacob\r\n\r\n91\r\n00:06:20,070 --&gt; 00:06:27,160\r\nhere, so... That's great. Well, I think that's really good\r\n\r\n92\r\n00:06:27,160 --&gt; 00:06:31,980\r\nadvice here. So moving on to habit number two. One\r\n\r\n93\r\n00:06:31,980 --&gt; 00:06:35,650\r\nthing that I think anyone who works in customer service\r\n\r\n94\r\n00:06:36,770 --&gt; 00:06:41,040\r\nhas dealt with is handling difficult customers. And handling difficult\r\n\r\n95\r\n00:06:41,040 --&gt; 00:06:45,650\r\ncustomers with finesse and treating them well is a real\r\n\r\n96\r\n00:06:45,650 --&gt; 00:06:49,380\r\nskill in and of itself. 95% of customers tell others\r\n\r\n97\r\n00:06:49,380 --&gt; 00:06:52,420\r\nabout a bad experience. So, a customer that has a\r\n\r\n98\r\n00:06:52,420 --&gt; 00:06:55,640\r\nbad experiences is likely to complain about it. So, it\r\n\r\n99\r\n00:06:55,640 --&gt; 00:06:58,560\r\nmakes it all the more important to be able to\r\n\r\n100\r\n00:07:01,110 --&gt; 00:07:02,730\r\ndeal with the customer who might not be in the\r\n\r\n101\r\n00:07:02,730 --&gt; 00:07:05,120\r\ngreatest mood or might not be in the greatest situation\r\n\r\n102\r\n00:07:05,120 --&gt; 00:07:08,240\r\nand try to get them to a good spot. So,\r\n\r\n103\r\n00:07:09,720 --&gt; 00:07:15,760\r\nKatarina, how does Sappa, as an organization, how do you\r\n\r\n104\r\n00:07:15,930 --&gt; 00:07:19,990\r\ntrain advisers to deal with frustrated customers, and what's your\r\n\r\n105\r\n00:07:19,990 --&gt; 00:07:23,800\r\noverall philosophy on helping customers who might be frustrated or\r\n\r\n106\r\n00:07:23,800 --&gt; 00:07:28,180\r\nin a bad place? First of all, we work with\r\n\r\n107\r\n00:07:28,180 --&gt; 00:07:33,530\r\na professional coach. We worked with Jessica for several years. And\r\n\r\n108\r\n00:07:33,530 --&gt; 00:07:36,390\r\nshe comes to our office every third week, not now,\r\n\r\n109\r\n00:07:36,440 --&gt; 00:07:39,800\r\nbut now we do these digital, but she comes to\r\n\r\n110\r\n00:07:39,800 --&gt; 00:07:43,470\r\nthe office every third week, and she trains and develops\r\n\r\n111\r\n00:07:43,470 --&gt; 00:07:48,510\r\nour advisors. And there's a really good relationship between this\r\n\r\n112\r\n00:07:48,510 --&gt; 00:07:52,870\r\ncoach and our advisors. And it's a lot about listening\r\n\r\n113\r\n00:07:52,870 --&gt; 00:07:57,140\r\nto the customer and getting the customer to understand that\r\n\r\n114\r\n00:07:57,140 --&gt; 00:08:01,310\r\nwe have a common goal with this conversation we're going\r\n\r\n115\r\n00:08:01,310 --&gt; 00:08:04,370\r\nin the same direction. So, we need to be on\r\n\r\n116\r\n00:08:04,370 --&gt; 00:08:08,120\r\nthe same side. So, we work a lot with that.\r\n\r\n117\r\n00:08:08,440 --&gt; 00:08:11,760\r\nAnd then it's very interesting because there is a customer\r\n\r\n118\r\n00:08:11,760 --&gt; 00:08:19,780\r\nsurvey in Sweden, that's called Swedish... Quality Index. Yeah. Quality Index. Thank\r\n\r\n119\r\n00:08:19,780 --&gt; 00:08:24,750\r\nyou. And we are the only company in telecom business\r\n\r\n120\r\n00:08:24,750 --&gt; 00:08:29,850\r\nthat has a positive effect on with contact with the\r\n\r\n121\r\n00:08:29,850 --&gt; 00:08:33,530\r\ncustomers. So, for often when they call us, they could\r\n\r\n122\r\n00:08:33,530 --&gt; 00:08:36,270\r\nhave a problem, or they can ask question, but although\r\n\r\n123\r\n00:08:36,540 --&gt; 00:08:40,320\r\nfrustrated, they are very happy after they've been talking to\r\n\r\n124\r\n00:08:40,320 --&gt; 00:08:43,559\r\nus. And we are the only companies that has that. So,\r\n\r\n125\r\n00:08:44,420 --&gt; 00:08:48,670\r\nour advisors are very good at talking and listening and\r\n\r\n126\r\n00:08:48,670 --&gt; 00:08:51,960\r\nunderstanding and get on the same level, the same page\r\n\r\n127\r\n00:08:51,960 --&gt; 00:08:55,950\r\nas the customer. So, we train a lot, and they\r\n\r\n128\r\n00:08:55,950 --&gt; 00:09:01,610\r\nare helping each other also. Yep, that's great. And Jacob, how\r\n\r\n129\r\n00:09:01,610 --&gt; 00:09:04,130\r\nabout you? You are on the front lines everyday dealing\r\n\r\n130\r\n00:09:04,130 --&gt; 00:09:06,580\r\nwith customers. I'm sure you've had your fair share of\r\n\r\n131\r\n00:09:07,429 --&gt; 00:09:13,910\r\nexperiences with customers that are not the happiest. Absolutely. What\r\n\r\n132\r\n00:09:13,910 --&gt; 00:09:19,630\r\ndo you find that works best? I think mostly you\r\n\r\n133\r\n00:09:21,030 --&gt; 00:09:24,050\r\nhave to make the customer just understand that you are\r\n\r\n134\r\n00:09:24,050 --&gt; 00:09:30,270\r\non the same side. And here in this situation is\r\n\r\n135\r\n00:09:30,270 --&gt; 00:09:35,190\r\nprobably the most important out of any situation to speak\r\n\r\n136\r\n00:09:35,190 --&gt; 00:09:39,070\r\nthe same language as the customer. If he calls in\r\n\r\n137\r\n00:09:39,130 --&gt; 00:09:42,809\r\nand he's pissed off at Sappa, then I will be\r\n\r\n138\r\n00:09:42,880 --&gt; 00:09:47,300\r\npissed off at Sappa too. And if he's pissed off\r\n\r\n139\r\n00:09:47,300 --&gt; 00:09:49,300\r\nwith my colleague, I will also be pissed off with\r\n\r\n140\r\n00:09:49,300 --&gt; 00:09:54,880\r\nmy colleague. And I will agree with him, and we\r\n\r\n141\r\n00:09:54,880 --&gt; 00:09:58,830\r\nwill speak the same language. Of course, I won't throw\r\n\r\n142\r\n00:09:58,830 --&gt; 00:10:02,570\r\nanyone under the bus, not the company or my colleagues,\r\n\r\n143\r\n00:10:02,570 --&gt; 00:10:07,380\r\nbut I think it's important to show the customers that\r\n\r\n144\r\n00:10:07,380 --&gt; 00:10:10,630\r\nwe are not getting defensive when things are going wrong.\r\n\r\n145\r\n00:10:11,559 --&gt; 00:10:15,590\r\nWe accept that things can go wrong, and we take\r\n\r\n146\r\n00:10:15,590 --&gt; 00:10:20,540\r\nresponsibility in those situations. So, usually an angry customer, I\r\n\r\n147\r\n00:10:20,540 --&gt; 00:10:24,760\r\nusually try to take as a challenge. And the challenge\r\n\r\n148\r\n00:10:24,780 --&gt; 00:10:28,890\r\nis that before the customer hangs up, we are going\r\n\r\n149\r\n00:10:28,890 --&gt; 00:10:31,570\r\nto be on the same page, even if he didn't\r\n\r\n150\r\n00:10:31,570 --&gt; 00:10:33,780\r\nget as he wanted or I didn't get as I\r\n\r\n151\r\n00:10:33,780 --&gt; 00:10:36,080\r\nwanted, then we can still be on the same page\r\n\r\n152\r\n00:10:36,480 --&gt; 00:10:40,150\r\nand understand each other. And as soon as they start\r\n\r\n153\r\n00:10:40,150 --&gt; 00:10:44,929\r\nto realize that I am the solution to their problem, they\r\n\r\n154\r\n00:10:44,929 --&gt; 00:10:48,070\r\nusually start to bring their guard down, and they have\r\n\r\n155\r\n00:10:48,070 --&gt; 00:10:52,280\r\na different attitude. So, it's just a matter of bringing\r\n\r\n156\r\n00:10:52,280 --&gt; 00:10:58,540\r\ntheir guard down and being on their side. So you really need\r\n\r\n157\r\n00:10:58,730 --&gt; 00:11:02,179\r\nto be able to demonstrate some empathy and show them\r\n\r\n158\r\n00:11:02,179 --&gt; 00:11:08,170\r\nthat you not only understand logically what their problem is\r\n\r\n159\r\n00:11:08,429 --&gt; 00:11:13,190\r\nbut that you feel for them. Right. Yeah. You are understanding\r\n\r\n160\r\n00:11:13,190 --&gt; 00:11:19,520\r\nwhere they're coming from emotionally. Yep. Yeah. That's great. Well,\r\n\r\n161\r\n00:11:19,520 --&gt; 00:11:24,090\r\nthat's[crosstalk certainly[crosstalk 00:11: 20]... That was something that our customer was\r\n\r\n162\r\n00:11:24,280 --&gt; 00:11:27,320\r\nasking for. When Sappa was started, I wanted a warm and\r\n\r\n163\r\n00:11:27,320 --&gt; 00:11:32,550\r\nfriendly supplier, and that's really what this guy started giving our customers.\r\n\r\n164\r\n00:11:34,650 --&gt; 00:11:36,870\r\nAnd you, Katarina. I'd love to hear you talk about that\r\n\r\n165\r\n00:11:37,150 --&gt; 00:11:40,720\r\njust a little bit more. Sappa has a really great reputation for being\r\n\r\n166\r\n00:11:40,720 --&gt; 00:11:45,380\r\nable to deliver customer service. Isn't that right? Yeah, that's\r\n\r\n167\r\n00:11:45,380 --&gt; 00:11:50,179\r\nright. We have been two years in a row, we\r\n\r\n168\r\n00:11:50,179 --&gt; 00:11:57,690\r\nhave had the first place in the survey, like I\r\n\r\n169\r\n00:11:57,690 --&gt; 00:12:01,440\r\ntold you before. And the customer thinks that we are\r\n\r\n170\r\n00:12:01,440 --&gt; 00:12:05,700\r\nreally doing what we are saying in our corporate values.\r\n\r\n171\r\n00:12:05,960 --&gt; 00:12:10,330\r\nWe are being friendly to the customers. We are listening.\r\n\r\n172\r\n00:12:10,330 --&gt; 00:12:16,630\r\nWe are being the worker. We go the extra mile\r\n\r\n173\r\n00:12:16,679 --&gt; 00:12:20,470\r\nfor the customers. So, we're really doing what we are\r\n\r\n174\r\n00:12:20,470 --&gt; 00:12:25,020\r\nsaying in our values and our culture. We're really living\r\n\r\n175\r\n00:12:25,020 --&gt; 00:12:28,950\r\nthe culture internally, and the customer can feel it all\r\n\r\n176\r\n00:12:28,950 --&gt; 00:12:32,050\r\nthe way. So, that's nice. We actually have a good\r\n\r\n177\r\n00:12:34,130 --&gt; 00:12:37,809\r\nquotation from our CEO because he tells us on a\r\n\r\n178\r\n00:12:37,809 --&gt; 00:12:43,390\r\nregular basis to always think no corporate bullshit. And it's\r\n\r\n179\r\n00:12:43,390 --&gt; 00:12:46,530\r\njust funny to hear something like that from your CEO.\r\n\r\n180\r\n00:12:47,280 --&gt; 00:12:53,710\r\nIt shows the difference in the values. Yeah. And I think customers\r\n\r\n181\r\n00:12:53,710 --&gt; 00:12:58,920\r\ncan tell that difference too. And your reputation, I think,\r\n\r\n182\r\n00:12:58,920 --&gt; 00:13:03,429\r\nis known in Sweden as an organization that cares about\r\n\r\n183\r\n00:13:03,530 --&gt; 00:13:06,059\r\ncustomer service. And this leads us... I think it's a\r\n\r\n184\r\n00:13:06,059 --&gt; 00:13:09,890\r\nreally great segue into the third habit, which is making\r\n\r\n185\r\n00:13:09,890 --&gt; 00:13:12,429\r\nsure that you recognize and reward agents for doing a\r\n\r\n186\r\n00:13:12,450 --&gt; 00:13:17,610\r\ngood job. The CX heroes program is all about recognizing\r\n\r\n187\r\n00:13:17,670 --&gt; 00:13:20,520\r\nadvisors and agents who go above and beyond to provide\r\n\r\n188\r\n00:13:20,520 --&gt; 00:13:26,390\r\ngreat service. And Jacob... Jacob, excuse me, congratulations on being\r\n\r\n189\r\n00:13:26,390 --&gt; 00:13:30,530\r\nnamed CX hero. We at Genesys are really excited to\r\n\r\n190\r\n00:13:30,530 --&gt; 00:13:34,360\r\nhave you as a CX hero. And I think Sappa's\r\n\r\n191\r\n00:13:34,360 --&gt; 00:13:39,070\r\nreputation for great customer service was part of what led\r\n\r\n192\r\n00:13:39,070 --&gt; 00:13:44,450\r\nto the story that led to you becoming a CX\r\n\r\n193\r\n00:13:44,450 --&gt; 00:13:47,030\r\nhero. I would love to have you tell us your\r\n\r\n194\r\n00:13:47,030 --&gt; 00:13:54,990\r\nstory that got you this honor. Yeah. Of course. We\r\n\r\n195\r\n00:13:54,990 --&gt; 00:13:59,179\r\nare always encouraged to help our customers as much as\r\n\r\n196\r\n00:13:59,179 --&gt; 00:14:03,770\r\nwe can, even if they don't call and have a problem\r\n\r\n197\r\n00:14:03,770 --&gt; 00:14:08,650\r\nwith our services, we always try to help them. And\r\n\r\n198\r\n00:14:08,870 --&gt; 00:14:12,670\r\nthis time it was a customer that called, and I\r\n\r\n199\r\n00:14:12,670 --&gt; 00:14:16,940\r\nasked her to just normal, and he sounded a little\r\n\r\n200\r\n00:14:18,140 --&gt; 00:14:20,930\r\nshooked on the phone. And he was explaining to me\r\n\r\n201\r\n00:14:20,930 --&gt; 00:14:23,560\r\nthat he was too scared to go out on his\r\n\r\n202\r\n00:14:23,560 --&gt; 00:14:26,900\r\nbalcony here. He really needed help because he had find\r\n\r\n203\r\n00:14:26,900 --&gt; 00:14:31,850\r\na wasp nest on a balcony, and he didn't want\r\n\r\n204\r\n00:14:31,850 --&gt; 00:14:37,150\r\nto go out. So, I didn't think... I thought it\r\n\r\n205\r\n00:14:37,150 --&gt; 00:14:40,190\r\nwas a little bit strange that he called, but we\r\n\r\n206\r\n00:14:40,190 --&gt; 00:14:44,180\r\nare always encouraged to help them either way. And so,\r\n\r\n207\r\n00:14:44,180 --&gt; 00:14:48,590\r\nI was thinking what I would do myself in this\r\n\r\n208\r\n00:14:48,720 --&gt; 00:14:54,070\r\nsituation. And I am very scared of wasps, so I\r\n\r\n209\r\n00:14:54,070 --&gt; 00:15:01,680\r\ncould really feel his emotions. Sappa is not a pest\r\n\r\n210\r\n00:15:01,680 --&gt; 00:15:08,600\r\ncontrol company at all. No, actually we're not. But he\r\n\r\n211\r\n00:15:08,600 --&gt; 00:15:14,710\r\nhad found our phone number outside where he lives because\r\n\r\n212\r\n00:15:15,090 --&gt; 00:15:18,130\r\nwe handled the TV. So when he found our number\r\n\r\n213\r\n00:15:18,130 --&gt; 00:15:21,160\r\nand, but he had called us before. So, the first\r\n\r\n214\r\n00:15:21,160 --&gt; 00:15:25,150\r\nthing I said to him was that\" We are your\r\n\r\n215\r\n00:15:25,150 --&gt; 00:15:29,540\r\nTV supplier, just so And he said,\" Yeah. Yeah, I\r\n\r\n216\r\n00:15:29,540 --&gt; 00:15:33,800\r\nknow. But you always answer, and I just panicked. So,\r\n\r\n217\r\n00:15:34,070 --&gt; 00:15:37,750\r\nI called you.\" So, then I just said,\" Of course,\r\n\r\n218\r\n00:15:37,750 --&gt; 00:15:39,810\r\nof course, we will help you.\" He counts on our\r\n\r\n219\r\n00:15:39,810 --&gt; 00:15:43,260\r\nhelp. We will give it to him. So, I started\r\n\r\n220\r\n00:15:43,260 --&gt; 00:15:47,410\r\nto look in on the internet for exterminator in this\r\n\r\n221\r\n00:15:47,410 --&gt; 00:15:51,700\r\narea, and I called the exterminator just to see if\r\n\r\n222\r\n00:15:51,700 --&gt; 00:15:54,410\r\nthey are open and see if they could handle this\r\n\r\n223\r\n00:15:54,410 --&gt; 00:15:59,250\r\ntype of business. And I called up the customer, and\r\n\r\n224\r\n00:15:59,250 --&gt; 00:16:03,030\r\nI transferred him to the exterminator so he could speak\r\n\r\n225\r\n00:16:03,030 --&gt; 00:16:07,100\r\nto them directly. And I don't know what happened after\r\n\r\n226\r\n00:16:07,100 --&gt; 00:16:13,270\r\nthat, but I hope they helped him out. I love\r\n\r\n227\r\n00:16:13,270 --&gt; 00:16:17,910\r\nthat story. And what a great example, Jacob, of you\r\n\r\n228\r\n00:16:18,480 --&gt; 00:16:22,020\r\nhaving the sense of empathy to understand and really feel\r\n\r\n229\r\n00:16:22,020 --&gt; 00:16:25,010\r\nwhat the customer is going through and to take action.\r\n\r\n230\r\n00:16:26,300 --&gt; 00:16:31,730\r\nSo, not only that but the fact that you have\r\n\r\n231\r\n00:16:31,730 --&gt; 00:16:35,570\r\ncontributed to a culture overall where Sappa has the reputation\r\n\r\n232\r\n00:16:35,570 --&gt; 00:16:40,220\r\nof that customer knew to call you because Sappa always\r\n\r\n233\r\n00:16:40,220 --&gt; 00:16:43,990\r\nanswers and always helps to solve his problems, which I\r\n\r\n234\r\n00:16:43,990 --&gt; 00:16:48,220\r\nthink speaks both individually to your work and also to\r\n\r\n235\r\n00:16:48,540 --&gt; 00:16:51,440\r\nthe culture that Sappa has created. So, Katarina, I'd like\r\n\r\n236\r\n00:16:51,440 --&gt; 00:16:55,440\r\nto ask you what does Sappa do to create this\r\n\r\n237\r\n00:16:55,440 --&gt; 00:16:59,930\r\nculture and to help reward your advisors for delivering great\r\n\r\n238\r\n00:16:59,930 --&gt; 00:17:05,660\r\nservice? Oh, we do a lot of things. As I\r\n\r\n239\r\n00:17:05,660 --&gt; 00:17:11,609\r\ntold you before, we have this individual training very good for the customers,\r\n\r\n240\r\n00:17:11,750 --&gt; 00:17:16,300\r\nand also for the advisors, it's make them grow. Then\r\n\r\n241\r\n00:17:16,300 --&gt; 00:17:20,840\r\nwe also encourage them to see possibilities inside the company.\r\n\r\n242\r\n00:17:20,840 --&gt; 00:17:23,700\r\nAnd we have a lot of advisors working in my\r\n\r\n243\r\n00:17:23,700 --&gt; 00:17:29,760\r\nIT sector or economy. So find new opportunities in the\r\n\r\n244\r\n00:17:29,760 --&gt; 00:17:35,420\r\ncompany. Then we also have something called Sappa awards. So,\r\n\r\n245\r\n00:17:35,420 --&gt; 00:17:39,190\r\nonce a year, you have the chance to nominate your\r\n\r\n246\r\n00:17:39,190 --&gt; 00:17:43,940\r\ncolleagues to Sappa awards. And there are different prices that\r\n\r\n247\r\n00:17:43,940 --&gt; 00:17:48,990\r\nyou can win, like being the Sappa ambassador. Jacob is\r\n\r\n248\r\n00:17:49,230 --&gt; 00:17:52,750\r\nan example of being a Sappa ambassador you're going outside the\r\n\r\n249\r\n00:17:52,750 --&gt; 00:17:57,010\r\nbox. You help someone, and you deliver every day, every\r\n\r\n250\r\n00:17:57,010 --&gt; 00:17:59,940\r\nhour when you are work. So, we have a lot\r\n\r\n251\r\n00:17:59,940 --&gt; 00:18:03,500\r\nof things that we'll do, and we even have the\r\n\r\n252\r\n00:18:03,500 --&gt; 00:18:07,770\r\nco- worker all the week and lots things that we\r\n\r\n253\r\n00:18:07,770 --&gt; 00:18:13,320\r\ndo. That's great. So, Jacob, I have to ask you,\r\n\r\n254\r\n00:18:13,320 --&gt; 00:18:16,330\r\nis that the most unusual call that you've ever received\r\n\r\n255\r\n00:18:16,330 --&gt; 00:18:21,250\r\nor have you had calls that were even more unusual?\r\n\r\n256\r\n00:18:22,540 --&gt; 00:18:28,270\r\nI think probably the most in terms of what I\r\n\r\n257\r\n00:18:28,270 --&gt; 00:18:32,220\r\nneeded to do in terms of helping him, it's probably\r\n\r\n258\r\n00:18:32,220 --&gt; 00:18:39,540\r\nthe most outside of my comfort zone. But since we\r\n\r\n259\r\n00:18:39,540 --&gt; 00:18:43,380\r\nalways encourage people to help the customer, no matter what,\r\n\r\n260\r\n00:18:43,570 --&gt; 00:18:47,650\r\nwe have some of these calls pretty regularly where we\r\n\r\n261\r\n00:18:47,850 --&gt; 00:18:52,330\r\ngo outside of our comfort zones to help them. We\r\n\r\n262\r\n00:18:52,330 --&gt; 00:18:56,869\r\nhad even customers who calls from a rival company, they\r\n\r\n263\r\n00:18:56,869 --&gt; 00:19:00,290\r\nhave a TV box from other company, and then we\r\n\r\n264\r\n00:19:00,290 --&gt; 00:19:04,150\r\nhelp them with their box because they could never get\r\n\r\n265\r\n00:19:04,150 --&gt; 00:19:09,119\r\nahold of customer service. So, there's many situations like this,\r\n\r\n266\r\n00:19:09,119 --&gt; 00:19:14,220\r\nwhich just makes it very fun. So yeah, this was\r\n\r\n267\r\n00:19:14,220 --&gt; 00:19:22,990\r\nprobably the most strange. That's a great one. We also\r\n\r\n268\r\n00:19:22,990 --&gt; 00:19:28,260\r\nhave customer sending us picture on how the cable goes\r\n\r\n269\r\n00:19:28,260 --&gt; 00:19:31,869\r\nin their apartment. So, they follow the cable and send\r\n\r\n270\r\n00:19:31,869 --&gt; 00:19:36,580\r\nthe picture all the way. And that's very interesting because\r\n\r\n271\r\n00:19:37,050 --&gt; 00:19:41,640\r\na lot of pages with just photos of the cables.\r\n\r\n272\r\n00:19:45,270 --&gt; 00:19:52,720\r\nThat does sound unusual. Yeah. Yeah. Well sort of following\r\n\r\n273\r\n00:19:52,720 --&gt; 00:19:55,890\r\nalong the same topic here, the fourth habit is turning\r\n\r\n274\r\n00:19:55,890 --&gt; 00:19:59,450\r\ncustomers into brand advocates. As I think both of you\r\n\r\n275\r\n00:19:59,450 --&gt; 00:20:03,910\r\njust talked about great customer service and customer experiences create\r\n\r\n276\r\n00:20:05,910 --&gt; 00:20:11,980\r\nbrand loyalty. So, what sort of strategies, Jacob, as an\r\n\r\n277\r\n00:20:11,980 --&gt; 00:20:15,060\r\nadvisor dealing with customers every day, what sort of strategies\r\n\r\n278\r\n00:20:15,060 --&gt; 00:20:18,380\r\ndo you use to nurture that relationship? To build those\r\n\r\n279\r\n00:20:18,380 --&gt; 00:20:23,890\r\nrelationships with customers. To make them into more loyal customers\r\n\r\n280\r\n00:20:23,890 --&gt; 00:20:29,760\r\nand to deliver them the service that they need? Yeah. The\r\n\r\n281\r\n00:20:29,760 --&gt; 00:20:32,900\r\nthing is that I am in my role as a\r\n\r\n282\r\n00:20:32,900 --&gt; 00:20:36,760\r\ncustomer service agent, I am a hundred percent comfortable, and\r\n\r\n283\r\n00:20:36,760 --&gt; 00:20:39,420\r\nit's because I get encouraged to be genuine with the\r\n\r\n284\r\n00:20:39,420 --&gt; 00:20:45,859\r\ncustomers. They don't give me any scripts or anything. I\r\n\r\n285\r\n00:20:45,859 --&gt; 00:20:48,690\r\nhave a free hand to talk how I want and\r\n\r\n286\r\n00:20:49,000 --&gt; 00:20:52,550\r\nto help the customer in what way I want. And\r\n\r\n287\r\n00:20:52,550 --&gt; 00:20:56,400\r\nit makes me comfortable in my role. And I think\r\n\r\n288\r\n00:20:56,400 --&gt; 00:21:01,859\r\nthis is something that customers can tell and it makes\r\n\r\n289\r\n00:21:01,859 --&gt; 00:21:05,060\r\na more comfortable situation for them too, because they feel\r\n\r\n290\r\n00:21:05,060 --&gt; 00:21:09,160\r\nlike they can be equally genuine towards me. And they\r\n\r\n291\r\n00:21:09,160 --&gt; 00:21:11,470\r\ncan talk to me just how they want. If they\r\n\r\n292\r\n00:21:11,470 --&gt; 00:21:13,970\r\nget angry, they can scream at me, and I will\r\n\r\n293\r\n00:21:13,970 --&gt; 00:21:17,530\r\nstill treat them with respect. And even if they come\r\n\r\n294\r\n00:21:17,530 --&gt; 00:21:20,030\r\nin with a negative attitude and wants to complain, they\r\n\r\n295\r\n00:21:20,030 --&gt; 00:21:24,530\r\nstill can make their voice heard. I will understand them.\r\n\r\n296\r\n00:21:24,530 --&gt; 00:21:27,910\r\nAnd I will say that I will send their thoughts\r\n\r\n297\r\n00:21:27,910 --&gt; 00:21:31,700\r\nto the right person and just to show them that\r\n\r\n298\r\n00:21:31,780 --&gt; 00:21:35,130\r\nno matter what, I will take their opinions serious and\r\n\r\n299\r\n00:21:36,420 --&gt; 00:21:39,369\r\nI will listen to what they have to say. And\r\n\r\n300\r\n00:21:39,369 --&gt; 00:21:45,160\r\nwe also encourage our customers to speak up when they\r\n\r\n301\r\n00:21:45,160 --&gt; 00:21:49,570\r\nhave opinions of us, whether if it's positive or negative\r\n\r\n302\r\n00:21:50,410 --&gt; 00:21:55,950\r\nbecause every month, we do a customer survey where they\r\n\r\n303\r\n00:21:55,950 --&gt; 00:21:58,890\r\ncan just tell us what they think about us. And\r\n\r\n304\r\n00:21:58,890 --&gt; 00:22:00,920\r\nthen we have an option where we ask them if\r\n\r\n305\r\n00:22:00,920 --&gt; 00:22:04,710\r\nit's okay that we contact them in terms of the\r\n\r\n306\r\n00:22:04,710 --&gt; 00:22:09,340\r\nsurvey they filled in. So, right then, we have many\r\n\r\n307\r\n00:22:09,340 --&gt; 00:22:12,430\r\npeople who experienced problems, but maybe they were too scared\r\n\r\n308\r\n00:22:12,400 --&gt; 00:22:15,010\r\nto call, or they didn't have time. And they make\r\n\r\n309\r\n00:22:15,010 --&gt; 00:22:18,320\r\ntheir voice heard, and we make an effort to contact\r\n\r\n310\r\n00:22:18,320 --&gt; 00:22:22,080\r\nthem and make our relationship better with them. And I\r\n\r\n311\r\n00:22:22,080 --&gt; 00:22:26,900\r\nthink that makes them feel respected and listened to very\r\n\r\n312\r\n00:22:26,900 --&gt; 00:22:33,080\r\nmuch. That's great. Katarina, we'd love to hear your thoughts\r\n\r\n313\r\n00:22:33,080 --&gt; 00:22:35,730\r\non this too because obviously Sappa has created a culture\r\n\r\n314\r\n00:22:35,730 --&gt; 00:22:39,480\r\nwhere nurturing customer relationships is important. What are your thoughts\r\n\r\n315\r\n00:22:39,480 --&gt; 00:22:45,100\r\non this? As I said many times, our strategy is\r\n\r\n316\r\n00:22:45,100 --&gt; 00:22:50,250\r\nto deliver the most customer friendly services and to do\r\n\r\n317\r\n00:22:50,250 --&gt; 00:22:55,840\r\nthat we take our calls in one minute and that's\r\n\r\n318\r\n00:22:55,840 --&gt; 00:23:00,119\r\nsomething that our customers love. And we also answer in person, so we don't have a... what do\r\n\r\n319\r\n00:23:03,500 --&gt; 00:23:07,840\r\nyou call it? Button? Yeah, we don't measure how long\r\n\r\n320\r\n00:23:07,840 --&gt; 00:23:16,290\r\nwe talk to the customers Yes, no,[inaudible. no[inaudible 00:23:13]. Oh yeah. Many\r\n\r\n321\r\n00:23:17,119 --&gt; 00:23:20,930\r\ncustomer services. When a customer calls, they have to press\r\n\r\n322\r\n00:23:20,930 --&gt; 00:23:23,859\r\none to get to one of departments, or they have\r\n\r\n323\r\n00:23:23,859 --&gt; 00:23:27,440\r\nto press two to get to another department. We don't\r\n\r\n324\r\n00:23:27,440 --&gt; 00:23:30,140\r\nhave anything like this when they call, they come directly to\r\n\r\n325\r\n00:23:30,140 --&gt; 00:23:32,650\r\nus, and can speak to us and we won't transfer\r\n\r\n326\r\n00:23:32,650 --&gt; 00:23:35,940\r\nthem to some other place. We answer on every question.\r\n\r\n327\r\n00:23:36,730 --&gt; 00:23:40,830\r\nAnd that's very unique for a company in this business\r\n\r\n328\r\n00:23:41,580 --&gt; 00:23:45,530\r\nand then we also, like Jacob said, we don't measure\r\n\r\n329\r\n00:23:46,000 --&gt; 00:23:49,310\r\nthe length of the conversation that the advisor has with\r\n\r\n330\r\n00:23:49,310 --&gt; 00:23:53,580\r\nthe customer. So, it's a very good opportunity to create\r\n\r\n331\r\n00:23:53,700 --&gt; 00:23:57,060\r\na relation with the customer. And that makes the customer\r\n\r\n332\r\n00:23:57,060 --&gt; 00:24:01,210\r\nfeels unique and taken care of. And then we'll also\r\n\r\n333\r\n00:24:01,210 --&gt; 00:24:06,640\r\ndo a fun thing. We write handwritten congratulations to all\r\n\r\n334\r\n00:24:06,640 --&gt; 00:24:11,420\r\nour customers that are turning 30, 40, 50 up to a\r\n\r\n335\r\n00:24:11,420 --&gt; 00:24:14,550\r\nhundred year. And when they turn 100, they get a\r\n\r\n336\r\n00:24:14,550 --&gt; 00:24:19,609\r\nspecial card and a little bit special treated. So, that's\r\n\r\n337\r\n00:24:19,930 --&gt; 00:24:24,330\r\nsomething unique that we do. But we also are very...\r\n\r\n338\r\n00:24:25,040 --&gt; 00:24:29,080\r\nit's very important to create the relation with the customer\r\n\r\n339\r\n00:24:29,080 --&gt; 00:24:35,220\r\nbecause that makes the customer absolutely feel unique. Absolutely. I\r\n\r\n340\r\n00:24:35,220 --&gt; 00:24:39,270\r\nlove that. And I think that's a really great segue\r\n\r\n341\r\n00:24:39,270 --&gt; 00:24:42,880\r\nagain, into our fifth habit, which is personalization. You talked\r\n\r\n342\r\n00:24:42,880 --&gt; 00:24:46,420\r\nabout sort of recognizing birthdays for customers. So, the fifth\r\n\r\n343\r\n00:24:46,420 --&gt; 00:24:50,670\r\nhabit here is getting personalization right for your customers. Just\r\n\r\n344\r\n00:24:50,670 --&gt; 00:24:54,119\r\nhighlighting the statistic here.\" 79% of customers feel like a\r\n\r\n345\r\n00:24:54,119 --&gt; 00:24:57,050\r\ngeneric customer rather than a unique individual when they call\r\n\r\n346\r\n00:24:57,109 --&gt; 00:25:01,119\r\nin for customer service.\" I think what that shows us\r\n\r\n347\r\n00:25:01,119 --&gt; 00:25:04,109\r\nis that customers want personalization to be able to simplify\r\n\r\n348\r\n00:25:04,109 --&gt; 00:25:07,670\r\nthe interactions that they have with businesses. And they're beginning\r\n\r\n349\r\n00:25:07,670 --&gt; 00:25:10,540\r\nto be introduced to new levels of personalization. So, when\r\n\r\n350\r\n00:25:10,540 --&gt; 00:25:14,460\r\nthey call in or chat in or text in to\r\n\r\n351\r\n00:25:14,460 --&gt; 00:25:18,680\r\ncustomers, they're beginning to see ways that they can experience\r\n\r\n352\r\n00:25:18,680 --&gt; 00:25:20,990\r\npersonalization and in a whole new way. And they're starting\r\n\r\n353\r\n00:25:21,280 --&gt; 00:25:25,940\r\nto expect that more and more from every organization. And\r\n\r\n354\r\n00:25:26,609 --&gt; 00:25:29,490\r\na lot of those tools are making jobs for employees\r\n\r\n355\r\n00:25:29,890 --&gt; 00:25:33,460\r\nmuch better, being able to match agents and advisors to\r\n\r\n356\r\n00:25:33,460 --&gt; 00:25:37,520\r\ncustomers and situations that are more matched to their skills\r\n\r\n357\r\n00:25:37,520 --&gt; 00:25:43,810\r\nand availability, which allows agents and advisors to feel more\r\n\r\n358\r\n00:25:43,810 --&gt; 00:25:46,980\r\nsuccessful. And to be able to handle situations with confidence,\r\n\r\n359\r\n00:25:46,980 --&gt; 00:25:52,490\r\nbecause they know they're matched with customers that they're going\r\n\r\n360\r\n00:25:52,490 --&gt; 00:25:54,270\r\nto be able to help more clearly because their skills\r\n\r\n361\r\n00:25:54,270 --&gt; 00:25:55,780\r\nare suited to it. So, I think there's a lot\r\n\r\n362\r\n00:25:55,780 --&gt; 00:25:58,840\r\nof really exciting things happening in this field. This is\r\n\r\n363\r\n00:25:58,840 --&gt; 00:26:01,420\r\nsomething that Genesys is really passionate about, and I know\r\n\r\n364\r\n00:26:01,760 --&gt; 00:26:07,240\r\npersonalization is really important for Sappa. Jacob, talk a little\r\n\r\n365\r\n00:26:07,240 --&gt; 00:26:12,020\r\nbit about making that experience feel personal for customers and\r\n\r\n366\r\n00:26:12,020 --&gt; 00:26:14,470\r\nwhy it's important when you're talking with customers to make\r\n\r\n367\r\n00:26:14,470 --&gt; 00:26:19,840\r\nit feel personal for them. Yeah. I think it goes\r\n\r\n368\r\n00:26:19,840 --&gt; 00:26:25,609\r\nback to the strengths of a customer service worker that\r\n\r\n369\r\n00:26:25,830 --&gt; 00:26:30,230\r\nwe talked about earlier, like being a good listener, for\r\n\r\n370\r\n00:26:30,230 --&gt; 00:26:32,930\r\nexample, is something I think is very important for making\r\n\r\n371\r\n00:26:32,930 --&gt; 00:26:37,280\r\nthe customer feel a unique because if you are a\r\n\r\n372\r\n00:26:37,280 --&gt; 00:26:41,410\r\ngood listener and you are attentive and can pick up\r\n\r\n373\r\n00:26:41,760 --&gt; 00:26:47,460\r\nmany details, then later on in the call, when you\r\n\r\n374\r\n00:26:47,460 --&gt; 00:26:51,470\r\npresent your solution or the problem, you can present a\r\n\r\n375\r\n00:26:51,470 --&gt; 00:26:56,240\r\nmore broad solution that fits more of the customer's needs,\r\n\r\n376\r\n00:26:56,740 --&gt; 00:27:00,210\r\neven things that maybe he or she didn't express to\r\n\r\n377\r\n00:27:00,210 --&gt; 00:27:05,050\r\nyou at first. And I think that's makes them feel\r\n\r\n378\r\n00:27:05,410 --&gt; 00:27:08,440\r\nlistened to it makes them feel like I'm not just\r\n\r\n379\r\n00:27:08,440 --&gt; 00:27:10,730\r\nsitting here and let them information come in here and\r\n\r\n380\r\n00:27:10,730 --&gt; 00:27:13,540\r\nout here, I take it in. I listened to it,\r\n\r\n381\r\n00:27:13,760 --&gt; 00:27:18,100\r\nand I tried to present my solution according to what\r\n\r\n382\r\n00:27:18,100 --&gt; 00:27:23,340\r\nneeds she has. And also, I think it's like we\r\n\r\n383\r\n00:27:23,340 --&gt; 00:27:26,869\r\ntalked about to speak the same language as the customer.\r\n\r\n384\r\n00:27:27,730 --&gt; 00:27:29,560\r\nIf I'm talking to someone who is a little bit\r\n\r\n385\r\n00:27:29,609 --&gt; 00:27:34,420\r\nolder, I usually speak slower and more clear so they\r\n\r\n386\r\n00:27:34,420 --&gt; 00:27:37,450\r\ncan understand me. I might even use some old school\r\n\r\n387\r\n00:27:37,560 --&gt; 00:27:42,210\r\nwords. If I'm talking to someone younger, I talk a\r\n\r\n388\r\n00:27:42,210 --&gt; 00:27:44,890\r\nlittle bit faster. Maybe use some slang words here and\r\n\r\n389\r\n00:27:44,890 --&gt; 00:27:49,730\r\nthere. And then I think this makes them feel more\r\n\r\n390\r\n00:27:49,730 --&gt; 00:27:56,609\r\ncomfortable and it also makes them feel respected, I think.\r\n\r\n391\r\n00:27:57,480 --&gt; 00:28:01,180\r\nThat's really great advice. I think that makes a lot\r\n\r\n392\r\n00:28:01,180 --&gt; 00:28:06,130\r\nof sense and shows real connectivity. Katarina, why is it\r\n\r\n393\r\n00:28:06,130 --&gt; 00:28:12,440\r\nimportant for Sappa to create those personalized experiences for customers?\r\n\r\n394\r\n00:28:12,460 --&gt; 00:28:15,230\r\nYou talked a little bit before about things like sending\r\n\r\n395\r\n00:28:15,230 --&gt; 00:28:19,190\r\nbirthday greetings that's obviously a core part of your culture.\r\n\r\n396\r\n00:28:19,890 --&gt; 00:28:26,330\r\nWhy is that something that's important? It's important to Sappa because that's the kind\r\n\r\n397\r\n00:28:26,560 --&gt; 00:28:30,220\r\nof company we would like to be when Sappa was\r\n\r\n398\r\n00:28:30,220 --&gt; 00:28:34,119\r\nstarted. Like, I told you, asking the customers what kind\r\n\r\n399\r\n00:28:34,119 --&gt; 00:28:39,330\r\nof supplier they wanted. And this was a place on\r\n\r\n400\r\n00:28:39,330 --&gt; 00:28:42,340\r\nthe market that was free to be a warm and\r\n\r\n401\r\n00:28:42,340 --&gt; 00:28:47,250\r\nfriendly company and give the best customer service. So, that's\r\n\r\n402\r\n00:28:47,250 --&gt; 00:28:50,530\r\nvery important for us that the customer really feels that\r\n\r\n403\r\n00:28:50,530 --&gt; 00:28:54,620\r\nwe are not just treating them like customers, but they\r\n\r\n404\r\n00:28:54,620 --&gt; 00:28:58,890\r\nare our friends and, we are interested in them when\r\n\r\n405\r\n00:28:58,890 --&gt; 00:29:01,420\r\nwe talk to them, we are not just interested in\r\n\r\n406\r\n00:29:02,400 --&gt; 00:29:08,940\r\nsolving the problem and the conversation. Like you heard Jacob\r\n\r\n407\r\n00:29:09,220 --&gt; 00:29:13,360\r\nasking before,\" What team do you cheer for?\" That's something\r\n\r\n408\r\n00:29:13,360 --&gt; 00:29:16,970\r\nthat I often hear when our advisors talks to the\r\n\r\n409\r\n00:29:16,970 --&gt; 00:29:21,940\r\ncustomer.\" What football team do you cheer for?\" And,\" What\r\n\r\n410\r\n00:29:22,190 --&gt; 00:29:23,930\r\nis the name of your dog?\" If you hear a\r\n\r\n411\r\n00:29:23,930 --&gt; 00:29:27,760\r\ndog barking. So, they are really interested in the company\r\n\r\n412\r\n00:29:27,760 --&gt; 00:29:31,540\r\nand that creates a good feeling for the customer. Absolutely.\r\n\r\n413\r\n00:29:32,260 --&gt; 00:29:36,450\r\nAnd it's also make the job much more fun, I\r\n\r\n414\r\n00:29:36,450 --&gt; 00:29:39,960\r\nthink[inaudible 00:29: 36]. Yeah. Absolutely. It makes it much more\r\n\r\n415\r\n00:29:39,960 --&gt; 00:29:44,750\r\nfun than you get more and comfortable yourself. And you feel\r\n\r\n416\r\n00:29:44,750 --&gt; 00:29:47,610\r\nlike you are not forced to be at work. I\r\n\r\n417\r\n00:29:47,610 --&gt; 00:29:52,520\r\ncan be myself. And the biggest receipt that we get\r\n\r\n418\r\n00:29:53,060 --&gt; 00:29:58,010\r\nfrom our customer is because we mentioned the survey that\r\n\r\n419\r\n00:29:58,010 --&gt; 00:30:01,310\r\nwe were voted the best customer service two years straight\r\n\r\n420\r\n00:30:02,170 --&gt; 00:30:05,490\r\nat the Swedish Quality Index. And this is actually the\r\n\r\n421\r\n00:30:05,520 --&gt; 00:30:10,610\r\nbiggest customer service in Sweden. So, it's the customers themselves\r\n\r\n422\r\n00:30:10,640 --&gt; 00:30:16,290\r\nthat give rates on everything from a service to technology,\r\n\r\n423\r\n00:30:16,290 --&gt; 00:30:20,690\r\nto how you are as a brand. They vote on\r\n\r\n424\r\n00:30:20,690 --&gt; 00:30:24,290\r\neverything. And it's a very big thing. So, it's the\r\n\r\n425\r\n00:30:24,290 --&gt; 00:30:28,210\r\ncustomer's own words that we are the best in customer\r\n\r\n426\r\n00:30:28,210 --&gt; 00:30:32,490\r\nservice and two years straight. That's great. And boy, that's\r\n\r\n427\r\n00:30:32,490 --&gt; 00:30:37,040\r\nthe best endorsement you can get. And I loved hearing\r\n\r\n428\r\n00:30:37,040 --&gt; 00:30:42,770\r\nboth of you talk about, not only does this make\r\n\r\n429\r\n00:30:42,770 --&gt; 00:30:46,220\r\nthe customers feel more comfortable. So not only is personalization\r\n\r\n430\r\n00:30:46,220 --&gt; 00:30:49,270\r\nimportant to make them feel comfortable. But Jacob, hearing you\r\n\r\n431\r\n00:30:49,270 --&gt; 00:30:51,900\r\ntalk about the fact that it makes you enjoy your\r\n\r\n432\r\n00:30:51,960 --&gt; 00:30:54,600\r\njob more. Right? You feel like you are able to\r\n\r\n433\r\n00:30:54,600 --&gt; 00:30:59,330\r\nbe yourself. It speaks to the strong, strong benefits of\r\n\r\n434\r\n00:30:59,830 --&gt; 00:31:05,980\r\nbeing able to connect with customers in that way.[crosstalk And it's really great[crosstalk 00:31:\r\n\r\n435\r\n00:31:05,980 --&gt; 00:31:11,440\r\n05]- Looking at how we working, we always make it\r\n\r\n436\r\n00:31:11,440 --&gt; 00:31:15,070\r\nlike a team. It's very important to have a team\r\n\r\n437\r\n00:31:15,070 --&gt; 00:31:18,840\r\nfeeling in the company. So, it's not me, myself, or\r\n\r\n438\r\n00:31:18,840 --&gt; 00:31:23,440\r\nI. It's the team that's important. And that's also a\r\n\r\n439\r\n00:31:23,440 --&gt; 00:31:26,910\r\nway to make it feel good for the customer. You\r\n\r\n440\r\n00:31:26,910 --&gt; 00:31:31,540\r\nalways have someone to ask, or that could help you\r\n\r\n441\r\n00:31:31,540 --&gt; 00:31:35,440\r\nif you have a problem with the customer or the\r\n\r\n442\r\n00:31:35,440 --&gt; 00:31:39,240\r\ncustomer's problem, you always have someone to support you. Yeah.\r\n\r\n443\r\n00:31:39,240 --&gt; 00:31:46,650\r\nEveryone is willing to help. Yeah.[crosstalk 00:31: 43]- That's fantastic. Yeah. That's great.\r\n\r\n444\r\n00:31:47,360 --&gt; 00:31:51,380\r\nWell, it's been so great, Katarina and Jacob, getting your thoughts\r\n\r\n445\r\n00:31:51,380 --&gt; 00:31:55,110\r\non the importance of delivering great customer service and great\r\n\r\n446\r\n00:31:55,110 --&gt; 00:32:00,060\r\ncustomer experience. Just going through our summary here, kind of\r\n\r\n447\r\n00:32:00,320 --&gt; 00:32:03,330\r\nthe key points here, making sure you hire the right\r\n\r\n448\r\n00:32:03,330 --&gt; 00:32:05,530\r\ntype of people for your business and provide them with\r\n\r\n449\r\n00:32:05,530 --&gt; 00:32:10,340\r\nthe proper training. customer service can be tough, and it's\r\n\r\n450\r\n00:32:10,340 --&gt; 00:32:14,540\r\nimportant to reward your agents and advisors. And it's important\r\n\r\n451\r\n00:32:14,680 --&gt; 00:32:17,990\r\nthat customer experience and customer service work together to create\r\n\r\n452\r\n00:32:17,990 --&gt; 00:32:21,330\r\nbrand loyalty. And we just talked about the fact that\r\n\r\n453\r\n00:32:21,330 --&gt; 00:32:26,700\r\nusing personalization to improve customer experiences is key. It's not\r\n\r\n454\r\n00:32:26,700 --&gt; 00:32:29,650\r\njust about delivering more ads. But it's about really connecting\r\n\r\n455\r\n00:32:29,650 --&gt; 00:32:33,670\r\nand making those customers feel comfortable and making employees feel\r\n\r\n456\r\n00:32:33,670 --&gt; 00:32:37,240\r\nmore rewarded in their jobs and leading to more customer\r\n\r\n457\r\n00:32:37,240 --&gt; 00:32:44,340\r\nloyalty, which is really, really important. So, if you have\r\n\r\n458\r\n00:32:44,340 --&gt; 00:32:47,590\r\nlistened to this and you're inspired as someone who is\r\n\r\n459\r\n00:32:47,590 --&gt; 00:32:49,460\r\nin customer service, and you've got a story that you\r\n\r\n460\r\n00:32:49,460 --&gt; 00:32:52,510\r\nwant to share, or if you work with someone that\r\n\r\n461\r\n00:32:52,510 --&gt; 00:32:56,080\r\nyou believe is worthy of being nominated as a CX hero,\r\n\r\n462\r\n00:32:56,080 --&gt; 00:32:59,740\r\nwe encourage you to nominate, be part of the program,\r\n\r\n463\r\n00:32:59,740 --&gt; 00:33:04,440\r\nbe recognized as CX hero just as Jacob was. So, I\r\n\r\n464\r\n00:33:04,440 --&gt; 00:33:08,840\r\nwant to thank everybody for joining us. Here's our details\r\n\r\n465\r\n00:33:08,840 --&gt; 00:33:11,760\r\nright here. You can reach out via our website or\r\n\r\n466\r\n00:33:11,760 --&gt; 00:33:15,510\r\ngive us a call or contact Jill. Hundley@ genesys. com,\r\n\r\n467\r\n00:33:15,510 --&gt; 00:33:19,330\r\nand she can get your nomination in. But Jacob and\r\n\r\n468\r\n00:33:19,560 --&gt; 00:33:21,310\r\nKatarina, I want to say thank you so much for\r\n\r\n469\r\n00:33:21,310 --&gt; 00:33:24,870\r\njoining us on this webinar. I think your thoughts were really\r\n\r\n470\r\n00:33:25,100 --&gt; 00:33:28,710\r\ngreat to get, and I think inspiring to me and hopefully inspiring\r\n\r\n471\r\n00:33:28,710 --&gt; 00:33:30,880\r\nto everybody that listened. So, thank you both so much\r\n\r\n472\r\n00:33:30,880 --&gt; 00:33:35,400\r\nfor joining. Thank you. Thank you very much. We had a very good time. Yeah. It\r\n\r\n473\r\n00:33:35,400 --&gt; 00:33:38,960\r\nwas fun. Absolutely. It was a lot of fun. Thank\r\n\r\n474\r\n00:33:38,960 --&gt; 00:33:43,240\r\nyou so much and thanks everybody for listening. Thank you. Bye.[mktoform form_type=\"hot\" cta_header=\"WATCH THE ON-DEMAND RECORDING\" cta_button=\"Watch Now!\" ar_status=\"dynamic\" cms_hold=\"RG\" cid_id=\"7011T000001t7axQAA\"]\r\nMeet the Speakers\r\n\r\nKatarina Cervell\r\nKultur Coach\r\nAB Sappa, Sweden\r\n\r\nJacob Daln\u00e4s\r\nSales Representative\r\nAB Sappa, Sweden\r\n\r\nJohn Munyan\r\nVice President, Brand Messaging\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Partner,Genesys Cloud,genesys cloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/genesys-zoom-seamless-cloud-communications-for-great-customer-experiences?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Partner Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Genesys + Zoom: Seamless cloud communications for great customer experiences<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nGenesys + Zoom\r\n\r\nSeamless cloud communications for great customer experiences\r\n[webinarschedulesingle][cutoff co_thick=\"2px\"]\r\nTake charge of your contact center productivity\r\nIn this consumer-driven, hyper-connected world, contact center agents need a simplified communication and collaboration solution that supports working from anywhere.\r\n\r\nWith 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\u202fthat ensures they have the details they need, know who to reach and when they\u2019re available to deliver exceptional customer experiences.\r\n\r\nTake charge of your contact center productivity with Genesys and Zoom integrated communications. Register now for this webinar and learn how to:\r\n\r\n \tIncrease contact center agent productivity with integrated communications\r\n \tProvide a seamless, simplified and more efficient agent experience\r\n \tEnable employees to quickly find the right resources to address your customer\u2019s needs\r\n \tUse cloud-based customer support tools for modern experiences\r\n\r\nRegister now. See how integrated cloud communications can enhance agent and customer experiences.[cutoff co_thick=\"2px\"]1\r\n00:00:06,360 --&gt; 00:00:09,750\r\nAll right. Good morning, evening and afternoon, everyone. My name\r\n\r\n2\r\n00:00:09,750 --&gt; 00:00:11,910\r\nis Josh Reed and I'm from the digital events team\r\n\r\n3\r\n00:00:11,910 --&gt; 00:00:14,340\r\nhere at Genesys. And I'll be one of the moderators\r\n\r\n4\r\n00:00:14,340 --&gt; 00:00:16,950\r\nfor today's presentation. And let me be the first to\r\n\r\n5\r\n00:00:16,950 --&gt; 00:00:21,420\r\nwelcome you to today's webcast, Genesys and Zoom: Seamless Cloud\r\n\r\n6\r\n00:00:21,420 --&gt; 00:00:26,230\r\nCommunications for Great Customer Experiences. To ensure that you have\r\n\r\n7\r\n00:00:26,230 --&gt; 00:00:28,730\r\nthe best experience viewing today's webinar. I'm going to cover\r\n\r\n8\r\n00:00:28,730 --&gt; 00:00:31,010\r\na few housekeeping items as I usually do, and I'll\r\n\r\n9\r\n00:00:31,010 --&gt; 00:00:33,870\r\nmake this short and sweet first to ensure that you\r\n\r\n10\r\n00:00:33,870 --&gt; 00:00:37,110\r\ndon't have any issues viewing or listening to today's presentation.\r\n\r\n11\r\n00:00:37,600 --&gt; 00:00:39,850\r\nPlease make sure that you have a reliable internet connection\r\n\r\n12\r\n00:00:39,909 --&gt; 00:00:43,760\r\nand phone connection. If you experience any problems, viewing today's\r\n\r\n13\r\n00:00:43,760 --&gt; 00:00:46,990\r\nwebcast, try leaving the Zoom webinar and logging back in\r\n\r\n14\r\n00:00:46,990 --&gt; 00:00:49,940\r\nfrom the link from your reminder email. And if you\r\n\r\n15\r\n00:00:49,940 --&gt; 00:00:51,930\r\ncontinue to have issues, why don't you throw that into\r\n\r\n16\r\n00:00:51,930 --&gt; 00:00:53,540\r\nthe chat? And we'll see if we can troubleshoot for\r\n\r\n17\r\n00:00:53,540 --&gt; 00:00:57,220\r\nyou. Also, this webcast is designed to be an interactive\r\n\r\n18\r\n00:00:57,220 --&gt; 00:00:59,740\r\nexperience between you and our presenters today. So at any\r\n\r\n19\r\n00:00:59,740 --&gt; 00:01:02,440\r\ntime during the webcast, feel free to submit those questions\r\n\r\n20\r\n00:01:02,440 --&gt; 00:01:05,569\r\nin the Q&amp; A tab on your Zoom toolbar. Now\r\n\r\n21\r\n00:01:05,569 --&gt; 00:01:07,430\r\nI'll make sure that you throw those questions into the\r\n\r\n22\r\n00:01:07,430 --&gt; 00:01:09,840\r\nQ&amp; A tool and not the chat so that we\r\n\r\n23\r\n00:01:10,160 --&gt; 00:01:12,069\r\nmake sure that we answer your question or have a\r\n\r\n24\r\n00:01:12,069 --&gt; 00:01:15,020\r\nchance to answer your question. We don't miss it, also\r\n\r\n25\r\n00:01:15,020 --&gt; 00:01:17,280\r\njust to let if time does get away from us\r\n\r\n26\r\n00:01:17,280 --&gt; 00:01:21,190\r\nas sometimes it usually does. Don't fret. We'll follow up\r\n\r\n27\r\n00:01:21,190 --&gt; 00:01:23,780\r\nwith you via email within the next few business days,\r\n\r\n28\r\n00:01:24,690 --&gt; 00:01:27,340\r\nand also know that this is being recorded and that\r\n\r\n29\r\n00:01:27,340 --&gt; 00:01:29,770\r\nyou'll receive a link to the on- demand recording via\r\n\r\n30\r\n00:01:29,770 --&gt; 00:01:34,220\r\nemail from Zoom within the next few business days and\r\n\r\n31\r\n00:01:34,220 --&gt; 00:01:36,550\r\nsee it, like I said, short and sweet. So it's\r\n\r\n32\r\n00:01:36,550 --&gt; 00:01:39,690\r\nmy pleasure to introduce you to our moderator today. Randy\r\n\r\n33\r\n00:01:39,690 --&gt; 00:01:43,060\r\nCarter, the marketing content director here at Genesys. Randy, why\r\n\r\n34\r\n00:01:43,060 --&gt; 00:01:47,850\r\ndon't you take it away, buddy? Thanks Josh. So, I\r\n\r\n35\r\n00:01:48,610 --&gt; 00:01:50,980\r\nmean, the main question that we want to talk about\r\n\r\n36\r\n00:01:50,980 --&gt; 00:01:54,730\r\ntoday is why is it still so hard to help\r\n\r\n37\r\n00:01:54,830 --&gt; 00:01:59,900\r\npeople? I mean, we've got digital transformation stuff. That's moving\r\n\r\n38\r\n00:01:59,900 --&gt; 00:02:03,040\r\ncustomer communications to the cloud. It's changing the way that\r\n\r\n39\r\n00:02:03,060 --&gt; 00:02:07,500\r\nwe're communicating. We've got a lot of things about the\r\n\r\n40\r\n00:02:07,500 --&gt; 00:02:11,300\r\nway that we're doing customer experience and employee experiences as\r\n\r\n41\r\n00:02:11,300 --&gt; 00:02:15,970\r\nwell, that are changing. And there's huge growth in automation,\r\n\r\n42\r\n00:02:16,270 --&gt; 00:02:22,990\r\nbots, and digital work, I mean, voice is still vital\r\n\r\n43\r\n00:02:23,160 --&gt; 00:02:26,500\r\nas a way to solve real problems and bring people\r\n\r\n44\r\n00:02:26,500 --&gt; 00:02:31,970\r\ntogether. And like everything else though voice is changing and\r\n\r\n45\r\n00:02:31,970 --&gt; 00:02:36,800\r\nit won't change back. All of this disruption has really\r\n\r\n46\r\n00:02:36,800 --&gt; 00:02:40,790\r\nbrought forth all of these great cases that we knew\r\n\r\n47\r\n00:02:40,790 --&gt; 00:02:45,900\r\nwere coming about working from anywhere and about elevating voice\r\n\r\n48\r\n00:02:46,120 --&gt; 00:02:51,240\r\nto video. And that's why we're here. We're here to\r\n\r\n49\r\n00:02:51,240 --&gt; 00:02:55,340\r\ngive you details on a new way to provide voice\r\n\r\n50\r\n00:02:55,340 --&gt; 00:03:04,669\r\nin videos, simply flexibly globe. So today I'm here also\r\n\r\n51\r\n00:03:04,669 --&gt; 00:03:10,130\r\nhave two people along with me, we got Neil Levonius,\r\n\r\n52\r\n00:03:10,580 --&gt; 00:03:13,730\r\nwho is from Zoom in product marketing, and we've also\r\n\r\n53\r\n00:03:13,730 --&gt; 00:03:18,630\r\ngot Jeff Wise. So I'm going to start off with\r\n\r\n54\r\n00:03:18,630 --&gt; 00:03:22,389\r\nJeff. Jeff, could you tell us who you are and\r\n\r\n55\r\n00:03:22,389 --&gt; 00:03:26,430\r\nwho Genesys is? Thanks Randy. And thanks everyone for being\r\n\r\n56\r\n00:03:26,430 --&gt; 00:03:31,260\r\nhere today. Super excited to talk about our partnership and\r\n\r\n57\r\n00:03:31,260 --&gt; 00:03:34,169\r\nvision with Zoom, but I head up by our strategic\r\n\r\n58\r\n00:03:34,169 --&gt; 00:03:39,080\r\nalliances group and ecosystems, but I'm really excited about what\r\n\r\n59\r\n00:03:39,080 --&gt; 00:03:42,710\r\nwe're working with our partner Zoom. Now a little bit\r\n\r\n60\r\n00:03:42,790 --&gt; 00:03:46,850\r\nabout Genesys. We have been around a long time. We're really\r\n\r\n61\r\n00:03:46,850 --&gt; 00:03:50,680\r\nuniquely positioned in this industry because now, when it becomes\r\n\r\n62\r\n00:03:52,080 --&gt; 00:03:55,030\r\nuniquely valuable, is that we're really a company that believes\r\n\r\n63\r\n00:03:55,030 --&gt; 00:03:58,980\r\nin self disruption and we've led continuous change after continuous\r\n\r\n64\r\n00:03:58,980 --&gt; 00:04:02,130\r\nchange. And today is actually going to be no different.\r\n\r\n65\r\n00:04:03,090 --&gt; 00:04:07,550\r\nWe started before cloud even existed, but today we're a\r\n\r\n66\r\n00:04:07,570 --&gt; 00:04:10,410\r\nglobal cloud company and we're going to talk about what that\r\n\r\n67\r\n00:04:10,410 --&gt; 00:04:15,190\r\nmeans as well. We've pioneered omni- channel multi- channel customer\r\n\r\n68\r\n00:04:15,190 --&gt; 00:04:19,910\r\nengagement because customers keep changing and more importantly, they are\r\n\r\n69\r\n00:04:19,920 --&gt; 00:04:23,850\r\nchanging how they want to engage. So today now we\r\n\r\n70\r\n00:04:23,850 --&gt; 00:04:29,210\r\npower our customer's experiences with AI fueled by data, across\r\n\r\n71\r\n00:04:29,210 --&gt; 00:04:34,680\r\nmultiple sources, using an agile cloud culture. And Genesys is\r\n\r\n72\r\n00:04:34,680 --&gt; 00:04:38,190\r\nreally creating the one of the most scalable cloud- based\r\n\r\n73\r\n00:04:38,190 --&gt; 00:04:42,670\r\ncustomer experience platforms in the industry. But at the end\r\n\r\n74\r\n00:04:42,670 --&gt; 00:04:44,500\r\nof the day, it's the moment of truth that really\r\n\r\n75\r\n00:04:44,500 --&gt; 00:04:50,020\r\nmatters. And, it's when that customer connects and they need help\r\n\r\n76\r\n00:04:50,020 --&gt; 00:04:54,350\r\nand we help our customers with billions of different customer\r\n\r\n77\r\n00:04:54,350 --&gt; 00:04:58,390\r\ninteractions every year and all about helping our customers connect\r\n\r\n78\r\n00:04:58,390 --&gt; 00:05:01,510\r\nwith their customers at that moment of truth. And as\r\n\r\n79\r\n00:05:01,510 --&gt; 00:05:07,110\r\na result of that, customers worldwide, large global brands trust\r\n\r\n80\r\n00:05:07,110 --&gt; 00:05:10,640\r\nus with helping them connect with their customers. So it's\r\n\r\n81\r\n00:05:10,640 --&gt; 00:05:13,610\r\ngreat to be here, Randy, thanks for the opportunity to\r\n\r\n82\r\n00:05:13,610 --&gt; 00:05:18,390\r\ntalk about Genesys and what we're doing with Zoom. All right. Now we're going\r\n\r\n83\r\n00:05:18,390 --&gt; 00:05:21,830\r\nto pivot over and talk to Neil. Same question. Tell\r\n\r\n84\r\n00:05:21,830 --&gt; 00:05:26,250\r\nus about, in a bit about Zoom? Yeah. So thank\r\n\r\n85\r\n00:05:26,250 --&gt; 00:05:28,900\r\nyou, Randy. It's great to be here. So my name\r\n\r\n86\r\n00:05:28,900 --&gt; 00:05:31,779\r\nis Neil Levonius and I'm a product marketing lead for\r\n\r\n87\r\n00:05:31,800 --&gt; 00:05:37,550\r\nZoom phone, our cloud phone system. So, you probably know\r\n\r\n88\r\n00:05:37,550 --&gt; 00:05:39,820\r\nwhat Zoom is. I think a lot of people are\r\n\r\n89\r\n00:05:39,820 --&gt; 00:05:42,760\r\nusing it now and really what our story is? What\r\n\r\n90\r\n00:05:42,760 --&gt; 00:05:45,410\r\nour vision is? Is that we are creating a platform\r\n\r\n91\r\n00:05:45,410 --&gt; 00:05:49,730\r\nthat enables video communications to empower people, to accomplish anything\r\n\r\n92\r\n00:05:49,730 --&gt; 00:05:54,279\r\nthey want to be and to be always connected. And\r\n\r\n93\r\n00:05:54,279 --&gt; 00:05:56,750\r\nso when you think about the way we communicate today,\r\n\r\n94\r\n00:05:56,779 --&gt; 00:06:01,410\r\nit's radically changed. We have over 300 million daily active\r\n\r\n95\r\n00:06:01,410 --&gt; 00:06:06,130\r\nmeeting participants using the Zoom platform every day, and they're\r\n\r\n96\r\n00:06:06,130 --&gt; 00:06:09,540\r\nnot just using it for video. We created this platform\r\n\r\n97\r\n00:06:09,720 --&gt; 00:06:13,680\r\nthat does video. It does chat, it does phone calls,\r\n\r\n98\r\n00:06:13,880 --&gt; 00:06:17,480\r\nit supports conference rooms, large webinars like we're doing right\r\n\r\n99\r\n00:06:17,480 --&gt; 00:06:21,029\r\nnow and all of these different things. And the reason\r\n\r\n100\r\n00:06:21,029 --&gt; 00:06:25,620\r\nwhy this has come about is because people need flexibility.\r\n\r\n101\r\n00:06:25,620 --&gt; 00:06:28,750\r\nThey're working from everywhere. They're working on all of these\r\n\r\n102\r\n00:06:28,750 --&gt; 00:06:32,550\r\ndifferent devices and they want a consistent user experience across\r\n\r\n103\r\n00:06:32,550 --&gt; 00:06:35,270\r\neverything. So when I think about my 14 year old\r\n\r\n104\r\n00:06:35,270 --&gt; 00:06:37,470\r\ndaughter, she's going to be a sophomore in high school\r\n\r\n105\r\n00:06:37,470 --&gt; 00:06:40,820\r\nthis year. And if I give her a phone call.\r\n\r\n106\r\n00:06:40,860 --&gt; 00:06:43,040\r\nIf I call her on the phone like this, it\r\n\r\n107\r\n00:06:43,040 --&gt; 00:06:45,029\r\nfreaks her out. She doesn't know what that is. She's\r\n\r\n108\r\n00:06:45,029 --&gt; 00:06:46,339\r\nnot going to put a phone up to her ear\r\n\r\n109\r\n00:06:46,339 --&gt; 00:06:49,410\r\nbecause that's so strange. But if I send her a\r\n\r\n110\r\n00:06:49,410 --&gt; 00:06:53,040\r\ntext message, she responds right away. Cause she's very happy\r\n\r\n111\r\n00:06:53,040 --&gt; 00:06:55,270\r\nusing text. And then if she wants to get ahold\r\n\r\n112\r\n00:06:55,270 --&gt; 00:06:57,060\r\nof me in real time, what does she do? She\r\n\r\n113\r\n00:06:57,100 --&gt; 00:07:01,500\r\nFaceTimes me. She sends Zoom because people are shifting, the\r\n\r\n114\r\n00:07:01,500 --&gt; 00:07:05,240\r\nculture is shifting to being very comfortable with video. Now\r\n\r\n115\r\n00:07:05,240 --&gt; 00:07:09,020\r\nthat doesn't discount any of the other modalities, then that's\r\n\r\n116\r\n00:07:09,020 --&gt; 00:07:11,000\r\nwhy you need a platform that can support all of\r\n\r\n117\r\n00:07:11,000 --&gt; 00:07:13,470\r\nthem. Voice is still very important. It ends up being\r\n\r\n118\r\n00:07:13,470 --&gt; 00:07:16,030\r\nthe lowest common denominator and how we communicate because it's\r\n\r\n119\r\n00:07:16,030 --&gt; 00:07:19,220\r\na ubiquitous platform that can be found everywhere, but then\r\n\r\n120\r\n00:07:19,220 --&gt; 00:07:22,690\r\npeople are very comfortable with chat, SMS and then video,\r\n\r\n121\r\n00:07:22,690 --&gt; 00:07:25,170\r\nwhen you want to have that more personal touch. So\r\n\r\n122\r\n00:07:25,420 --&gt; 00:07:28,570\r\nthat's what the Zoom platform has really been designed for.\r\n\r\n123\r\n00:07:28,800 --&gt; 00:07:31,610\r\nAnd then partnering with companies like Genesys to bring our\r\n\r\n124\r\n00:07:31,610 --&gt; 00:07:35,850\r\ncapabilities together, to provide this really best of breed solution\r\n\r\n125\r\n00:07:36,840 --&gt; 00:07:45,570\r\nis very exciting. And we believe for our customers. Randy\r\n\r\n126\r\n00:07:45,570 --&gt; 00:07:53,290\r\nyou're muted. Oh, there we go. Okay. So Neil, you\r\n\r\n127\r\n00:07:53,290 --&gt; 00:07:56,010\r\ndropped that magic word vision, and that's what I want\r\n\r\n128\r\n00:07:56,010 --&gt; 00:07:59,750\r\nto talk about next, which is we've got to power\r\n\r\n129\r\n00:07:59,750 --&gt; 00:08:04,140\r\nus cloud companies here. What's the vision of this partnership? I want\r\n\r\n130\r\n00:08:04,390 --&gt; 00:08:06,820\r\nto start with Jeff. Jeff, what do you think? Yeah, thanks Randy. And\r\n\r\n131\r\n00:08:07,320 --&gt; 00:08:11,020\r\nI think Neil said it. We're shifting to a video-\r\n\r\n132\r\n00:08:11,020 --&gt; 00:08:15,100\r\nfirst experience at a consumer level and a business level.\r\n\r\n133\r\n00:08:15,410 --&gt; 00:08:19,810\r\nAnd that video experience is a key ingredient to this\r\n\r\n134\r\n00:08:19,810 --&gt; 00:08:23,540\r\nvision because what we're really doing is we're bringing the\r\n\r\n135\r\n00:08:23,540 --&gt; 00:08:27,010\r\nbest of breed companies together, Genesys being that best of\r\n\r\n136\r\n00:08:27,010 --&gt; 00:08:31,990\r\nbreed customer experience, and with the best of breed video\r\n\r\n137\r\n00:08:31,990 --&gt; 00:08:36,809\r\ncommunication experience through Zoom. But by bringing these best of\r\n\r\n138\r\n00:08:36,809 --&gt; 00:08:39,309\r\nbreed companies together, what we're doing is we're really building\r\n\r\n139\r\n00:08:39,309 --&gt; 00:08:43,500\r\na future together. And that is to allow seamless communications\r\n\r\n140\r\n00:08:43,500 --&gt; 00:08:47,080\r\nbetween the front office and back office. And that's bringing\r\n\r\n141\r\n00:08:47,080 --&gt; 00:08:51,730\r\nall employees together, not just the contact center, but everyone\r\n\r\n142\r\n00:08:51,940 --&gt; 00:08:56,460\r\nto be able to communicate and collaborate effortlessly. And using\r\n\r\n143\r\n00:08:56,460 --&gt; 00:09:00,150\r\nvideo is key because it really elevates the conversation, it\r\n\r\n144\r\n00:09:00,150 --&gt; 00:09:05,960\r\ncreates relationships, it creates that empathy as well. So video\r\n\r\n145\r\n00:09:05,960 --&gt; 00:09:09,920\r\nis a key ingredient. And Zoom with the video- first\r\n\r\n146\r\n00:09:10,300 --&gt; 00:09:15,950\r\nvideo communications experience is a really valuable part of this\r\n\r\n147\r\n00:09:15,950 --&gt; 00:09:19,840\r\nvision that Genesys wants to create with Zoom. So our\r\n\r\n148\r\n00:09:19,840 --&gt; 00:09:22,970\r\nvision look, it's not just about phone calls, but it's\r\n\r\n149\r\n00:09:22,970 --&gt; 00:09:26,870\r\nreally about that active collaboration across that organization, and it's\r\n\r\n150\r\n00:09:26,870 --&gt; 00:09:31,670\r\nabout empowering the entire organization to have the right conversation\r\n\r\n151\r\n00:09:31,670 --&gt; 00:09:36,679\r\nwith their customers. It's about knowing the customer, making it\r\n\r\n152\r\n00:09:36,679 --&gt; 00:09:41,740\r\npersonal and relevant, and making that connection, making that memorable\r\n\r\n153\r\n00:09:41,740 --&gt; 00:09:45,630\r\nexperience. Because if you can make it memorable with the\r\n\r\n154\r\n00:09:45,630 --&gt; 00:09:49,010\r\nright context and the right relevance, and that's across the\r\n\r\n155\r\n00:09:49,010 --&gt; 00:09:53,030\r\nwhole entire customer journey, then that's going to be something\r\n\r\n156\r\n00:09:53,030 --&gt; 00:09:56,400\r\nthat customers will remember, but also want to come back\r\n\r\n157\r\n00:09:56,740 --&gt; 00:10:02,770\r\nand advocate for you in the daily life. So that's\r\n\r\n158\r\n00:10:02,770 --&gt; 00:10:09,530\r\nthe vision. Fantastic. Okay. Neil, get to you to, you're\r\n\r\n159\r\n00:10:09,730 --&gt; 00:10:14,360\r\nstill muted, to respond and talk about your side of\r\n\r\n160\r\n00:10:14,360 --&gt; 00:10:18,400\r\nthe vision stuff. Yeah, so our vision of making sure\r\n\r\n161\r\n00:10:18,400 --&gt; 00:10:22,520\r\nthat people are always connected. And I think what Jeff\r\n\r\n162\r\n00:10:22,520 --&gt; 00:10:27,870\r\nsaid is really important about the empathy. Without video, without\r\n\r\n163\r\n00:10:27,870 --&gt; 00:10:32,580\r\nchatting, without phone and being able to provide the medium\r\n\r\n164\r\n00:10:32,580 --&gt; 00:10:37,280\r\nthat people want to communicate through adds friction. And when\r\n\r\n165\r\n00:10:37,280 --&gt; 00:10:39,110\r\nyou have friction, then people don't want to use it\r\n\r\n166\r\n00:10:39,150 --&gt; 00:10:41,380\r\nand they don't adopt it, and then you've wasted a\r\n\r\n167\r\n00:10:41,380 --&gt; 00:10:44,880\r\nbunch of money. So what we do to make sure\r\n\r\n168\r\n00:10:44,880 --&gt; 00:10:47,860\r\nthat that's not an issue is besides just implementing a\r\n\r\n169\r\n00:10:47,860 --&gt; 00:10:49,920\r\nfeature to get a checkbox and say, \" We have a\r\n\r\n170\r\n00:10:49,920 --&gt; 00:10:55,340\r\nfeature,\" is that we design the platform to remove all\r\n\r\n171\r\n00:10:55,340 --&gt; 00:10:57,520\r\nfriction, to make it very easy to use. So have a\r\n\r\n172\r\n00:10:57,520 --&gt; 00:11:00,870\r\nworld- class user experience, because we understand, and even though\r\n\r\n173\r\n00:11:00,870 --&gt; 00:11:03,080\r\nthis sounds like a cliche now probably to a lot\r\n\r\n174\r\n00:11:03,080 --&gt; 00:11:06,970\r\nof people, that this whole consumerization of IT is real.\r\n\r\n175\r\n00:11:07,160 --&gt; 00:11:09,710\r\nWe communicate in our daily lives through all of our\r\n\r\n176\r\n00:11:09,710 --&gt; 00:11:12,760\r\nfavorite applications, whether it's a social media app like TikTok\r\n\r\n177\r\n00:11:13,040 --&gt; 00:11:18,110\r\nor chat, I'm sorry, or Snapchat, or Facebook, or whatever\r\n\r\n178\r\n00:11:18,110 --&gt; 00:11:22,610\r\nit is, that those experiences, that user experience is now\r\n\r\n179\r\n00:11:22,610 --&gt; 00:11:27,500\r\nexpected on in the business app, IT app. So that's\r\n\r\n180\r\n00:11:27,809 --&gt; 00:11:30,809\r\nthe kind of the aesthetic that we take, the approach\r\n\r\n181\r\n00:11:30,809 --&gt; 00:11:33,440\r\nwe take when we design our features. And what we've\r\n\r\n182\r\n00:11:33,440 --&gt; 00:11:36,280\r\nseen is when you do that, then that increases adoption,\r\n\r\n183\r\n00:11:36,280 --&gt; 00:11:39,970\r\nincreases stickiness, and then it really helps you be successful.\r\n\r\n184\r\n00:11:39,970 --&gt; 00:11:42,870\r\nAnd when you have a product like that, the IT's\r\n\r\n185\r\n00:11:42,870 --&gt; 00:11:48,160\r\njob becomes much simpler because the customer base, the user\r\n\r\n186\r\n00:11:48,160 --&gt; 00:11:51,460\r\nbase wants to use it, training is much easier. And\r\n\r\n187\r\n00:11:51,460 --&gt; 00:11:53,390\r\nthen it's easy to prove to your CIO, to your\r\n\r\n188\r\n00:11:53,390 --&gt; 00:11:56,070\r\ndecision maker, et cetera, that the investment was worth it.\r\n\r\n189\r\n00:11:56,610 --&gt; 00:11:59,160\r\nSo, our vision to bring all of these different modalities\r\n\r\n190\r\n00:11:59,160 --&gt; 00:12:01,770\r\ntogether, build it on a platform that's open so we\r\n\r\n191\r\n00:12:01,770 --&gt; 00:12:05,340\r\ncan integrate and create a best of breed solution is really\r\n\r\n192\r\n00:12:05,340 --&gt; 00:12:10,360\r\ncore to what we're doing at Zoom today. I love that. I love the\r\n\r\n193\r\n00:12:10,360 --&gt; 00:12:12,820\r\ncomment about friction in there too. And the only way\r\n\r\n194\r\n00:12:12,820 --&gt; 00:12:16,300\r\nto really build these huge, scalable systems that people really\r\n\r\n195\r\n00:12:16,300 --&gt; 00:12:18,920\r\nwant is you have to make it so much easier\r\n\r\n196\r\n00:12:18,920 --&gt; 00:12:21,770\r\nto do the right thing always. And that's hard. It\r\n\r\n197\r\n00:12:21,770 --&gt; 00:12:26,140\r\ntakes a lot of extra work. Okay, so we're going to move forward\r\n\r\n198\r\n00:12:26,380 --&gt; 00:12:29,920\r\nand talk a little bit about Zoom Phone, because we've all heard\r\n\r\n199\r\n00:12:29,920 --&gt; 00:12:32,690\r\nof Zoom, but Zoom Phone is a term that maybe\r\n\r\n200\r\n00:12:32,690 --&gt; 00:12:36,280\r\nsome people don't know yet. Yes, so Zoom Phone is\r\n\r\n201\r\n00:12:36,470 --&gt; 00:12:39,360\r\na cloud phone system called PBX. It is designed to\r\n\r\n202\r\n00:12:39,360 --&gt; 00:12:42,330\r\nbe a replacement to the old legacy boat anchors that\r\n\r\n203\r\n00:12:42,330 --&gt; 00:12:45,420\r\nyou might have in a closet right now. Whatever that's\r\n\r\n204\r\n00:12:45,420 --&gt; 00:12:49,040\r\nyour Avaya, Cisco, Mitel, ShoreTel, whatever tel, all going away soon\r\n\r\n205\r\n00:12:49,040 --&gt; 00:12:52,760\r\ntels. It is a PBX at the end of the\r\n\r\n206\r\n00:12:52,760 --&gt; 00:12:55,340\r\nday. And it's built on the Zoom platform. So this\r\n\r\n207\r\n00:12:55,340 --&gt; 00:12:59,240\r\nisn't a separate product that was designed in a silo\r\n\r\n208\r\n00:12:59,809 --&gt; 00:13:03,070\r\non a different platform. This was designed and implemented on\r\n\r\n209\r\n00:13:03,070 --&gt; 00:13:05,890\r\nthe Zoom Meeting platform. So as a modern phone system\r\n\r\n210\r\n00:13:05,890 --&gt; 00:13:08,410\r\nor as our cloud phone system, it has all of\r\n\r\n211\r\n00:13:08,410 --&gt; 00:13:12,210\r\nthe traditional PBX features that you'd come to expect, transferred\r\n\r\n212\r\n00:13:12,340 --&gt; 00:13:17,530\r\nconference hold, auto attendance, basic call routing, the ability to\r\n\r\n213\r\n00:13:17,530 --&gt; 00:13:20,380\r\nport your existing phone numbers onto our platform if you'd\r\n\r\n214\r\n00:13:20,380 --&gt; 00:13:23,980\r\nlike to use our native PSTN service, or we allow\r\n\r\n215\r\n00:13:23,980 --&gt; 00:13:25,720\r\nyou to bring your own carrier to our platform as\r\n\r\n216\r\n00:13:25,720 --&gt; 00:13:27,840\r\nwell if you want to keep your existing service providers.\r\n\r\n217\r\n00:13:28,070 --&gt; 00:13:31,940\r\nWe support hybrid integration to your existing on- premise PBXs.\r\n\r\n218\r\n00:13:32,140 --&gt; 00:13:34,590\r\nSo we don't go into a customer saying, \" No, rip\r\n\r\n219\r\n00:13:34,590 --&gt; 00:13:38,010\r\nout that old Cisco call manager system and put Zoom\r\n\r\n220\r\n00:13:38,010 --&gt; 00:13:40,780\r\neverywhere.\" No, we understand can be a phased approach. You\r\n\r\n221\r\n00:13:40,780 --&gt; 00:13:44,670\r\njust don't cut overnight. So it is a phone system.\r\n\r\n222\r\n00:13:45,330 --&gt; 00:13:47,559\r\nBecause it's built on the same platform, it's really easy\r\n\r\n223\r\n00:13:47,559 --&gt; 00:13:50,370\r\nto manage. If you've managed a Zoom account, a Zoom\r\n\r\n224\r\n00:13:50,370 --&gt; 00:13:53,610\r\nMeeting account, it's just another tab in our web portal.\r\n\r\n225\r\n00:13:54,420 --&gt; 00:13:56,480\r\nSo when you go to provision a user, you provision\r\n\r\n226\r\n00:13:56,620 --&gt; 00:13:59,929\r\ntheir meeting, attributes, you provision their phone attributes. It's done\r\n\r\n227\r\n00:13:59,929 --&gt; 00:14:02,390\r\nin the same place. It's integrated into our reporting and\r\n\r\n228\r\n00:14:02,480 --&gt; 00:14:05,890\r\ndashboarding, et cetera. And the features are delivered to the\r\n\r\n229\r\n00:14:05,890 --&gt; 00:14:09,580\r\nsame Zoom app that you already know. So when we're\r\n\r\n230\r\n00:14:09,580 --&gt; 00:14:12,090\r\ndesigning features, we want to make sure that all of\r\n\r\n231\r\n00:14:12,090 --&gt; 00:14:17,440\r\nthe features that are implemented are not just desktop features,\r\n\r\n232\r\n00:14:17,580 --&gt; 00:14:21,030\r\ndesk phone features, or mobile features. We have a very\r\n\r\n233\r\n00:14:21,030 --&gt; 00:14:23,530\r\nmobile first approach. We want to make sure that everything\r\n\r\n234\r\n00:14:23,530 --&gt; 00:14:28,210\r\nworks on the mobile app with the same quality, same\r\n\r\n235\r\n00:14:28,210 --&gt; 00:14:31,570\r\nuser experience that you can experience on the desktop. So\r\n\r\n236\r\n00:14:31,570 --&gt; 00:14:34,050\r\nwe don't have any... We have feature parity across all\r\n\r\n237\r\n00:14:34,050 --&gt; 00:14:37,010\r\nof our end points. And it has to be delivered\r\n\r\n238\r\n00:14:37,010 --&gt; 00:14:40,300\r\nwith high security and reliability. So making sure that we're\r\n\r\n239\r\n00:14:40,300 --&gt; 00:14:45,380\r\nimplementing HD voice using adaptive rate codec like Opus, we\r\n\r\n240\r\n00:14:45,380 --&gt; 00:14:47,700\r\nhave a lot of secret sauce on top that does\r\n\r\n241\r\n00:14:47,700 --&gt; 00:14:51,970\r\naudio processing to eliminate background noise, et cetera. So that's\r\n\r\n242\r\n00:14:51,970 --&gt; 00:14:54,500\r\nwhy Zoom calls generally sound better than a lot of\r\n\r\n243\r\n00:14:54,500 --&gt; 00:14:58,880\r\nour competitors. And we have a global footprint, which I\r\n\r\n244\r\n00:14:58,880 --&gt; 00:15:03,820\r\nbelieve we'll talk about a little bit later. Okay, great.\r\n\r\n245\r\n00:15:04,110 --&gt; 00:15:09,770\r\nYeah, it's a difficult bridge creating this between the desk\r\n\r\n246\r\n00:15:09,770 --&gt; 00:15:13,900\r\nphones and everything else in the world. And I've seen it, experienced it.\r\n\r\n247\r\n00:15:14,920 --&gt; 00:15:17,520\r\nYou guys have done amazing job. Yeah, and if I may\r\n\r\n248\r\n00:15:17,520 --&gt; 00:15:20,670\r\nadd, when we first started Zoom, when Zoom was founded,\r\n\r\n249\r\n00:15:20,670 --&gt; 00:15:23,960\r\nwhen Eric started the company, it wasn't that we wanted\r\n\r\n250\r\n00:15:23,960 --&gt; 00:15:25,950\r\nto just be video only or we wanted to be\r\n\r\n251\r\n00:15:25,950 --&gt; 00:15:28,370\r\na phone system. We were actually pulled into this by\r\n\r\n252\r\n00:15:28,370 --&gt; 00:15:31,880\r\nthe market because the people were enjoying using Meeting so\r\n\r\n253\r\n00:15:31,880 --&gt; 00:15:33,820\r\nmuch. We're like, \" Can we just get rid of the\r\n\r\n254\r\n00:15:33,820 --&gt; 00:15:36,150\r\nPBX and put everything on a meeting platform?\" You already\r\n\r\n255\r\n00:15:36,150 --&gt; 00:15:39,040\r\nhave all of the components. So that's what we did.\r\n\r\n256\r\n00:15:39,180 --&gt; 00:15:41,420\r\nAnd one of the side benefits, what I forgot to\r\n\r\n257\r\n00:15:41,420 --&gt; 00:15:45,500\r\nmention is, when I talked about all the modalities earlier\r\n\r\n258\r\n00:15:45,500 --&gt; 00:15:49,670\r\nof chat and voice and video, that we don't look\r\n\r\n259\r\n00:15:49,670 --&gt; 00:15:54,010\r\nat them as individual features, we want them to all\r\n\r\n260\r\n00:15:54,010 --&gt; 00:15:56,990\r\nblend together. So if I start with a chat interaction,\r\n\r\n261\r\n00:15:56,990 --&gt; 00:16:00,270\r\nI can escalate that chat into a phone call. And\r\n\r\n262\r\n00:16:00,270 --&gt; 00:16:03,110\r\nI can elevate that phone call into a meeting, without\r\n\r\n263\r\n00:16:03,110 --&gt; 00:16:05,760\r\nhaving people hang up. So if I'm working with a\r\n\r\n264\r\n00:16:05,760 --&gt; 00:16:08,280\r\ncustomer for example, and I'm on the phone, and I\r\n\r\n265\r\n00:16:08,280 --&gt; 00:16:10,560\r\nneed to elevate that into a desktop share or I\r\n\r\n266\r\n00:16:10,560 --&gt; 00:16:14,230\r\nwant to go to video, traditionally you say, \" All right,\r\n\r\n267\r\n00:16:14,730 --&gt; 00:16:17,790\r\nlet me send you an invite for this meeting bridge,\r\n\r\n268\r\n00:16:17,790 --&gt; 00:16:19,680\r\nand let's hang up and I'll meet you there.\" Right? And\r\n\r\n269\r\n00:16:19,960 --&gt; 00:16:22,610\r\nthat usually adds five or 10 minutes to the conversation,\r\n\r\n270\r\n00:16:22,610 --&gt; 00:16:26,510\r\nit adds friction. With Zoom, if you're on that phone\r\n\r\n271\r\n00:16:26,510 --&gt; 00:16:28,840\r\ncall, you can elevate right into a Zoom meeting and\r\n\r\n272\r\n00:16:28,840 --&gt; 00:16:31,500\r\neverybody's brought into it automatically, so you don't have to\r\n\r\n273\r\n00:16:31,500 --&gt; 00:16:33,650\r\nhang up and dial back in. And then if they\r\n\r\n274\r\n00:16:33,650 --&gt; 00:16:36,680\r\nwant to use the app, then you can send an\r\n\r\n275\r\n00:16:36,680 --&gt; 00:16:39,130\r\ninvite for them to open up the app, keep the\r\n\r\n276\r\n00:16:39,130 --&gt; 00:16:42,720\r\nvoice stream wherever it started, and then have the app\r\n\r\n277\r\n00:16:42,720 --&gt; 00:16:45,680\r\nfor all the desktop sharing. Anyway, sorry Randy, I just\r\n\r\n278\r\n00:16:45,680 --&gt; 00:16:48,420\r\nwanted to expand on that for a second. Oh no, I\r\n\r\n279\r\n00:16:48,420 --&gt; 00:16:51,570\r\nenjoyed it. Yeah, I think this is also indicative of\r\n\r\n280\r\n00:16:51,570 --&gt; 00:16:55,370\r\nwhy this is actually such a really good match between\r\n\r\n281\r\n00:16:55,370 --&gt; 00:16:57,780\r\ntwo different cloud companies, is because the way you guys\r\n\r\n282\r\n00:16:57,780 --&gt; 00:17:01,390\r\nare approaching the usability and the scaling, and being able\r\n\r\n283\r\n00:17:01,390 --&gt; 00:17:04,750\r\nto flip things from one mode to another seamlessly, is\r\n\r\n284\r\n00:17:04,750 --&gt; 00:17:08,300\r\nexactly what we're trying to do at Genesys. So, thank\r\n\r\n285\r\n00:17:08,300 --&gt; 00:17:13,320\r\nyou. Okay, let's go to the next slide which is\r\n\r\n286\r\n00:17:13,320 --&gt; 00:17:16,850\r\nabout... Okay. We're going to take all these pieces of\r\n\r\n287\r\n00:17:17,460 --&gt; 00:17:19,810\r\nZoom and the functionality that they're adding, and we've got\r\n\r\n288\r\n00:17:19,810 --&gt; 00:17:23,980\r\nall this functionality that we've built on Genesys Cloud bringing\r\n\r\n289\r\n00:17:23,980 --&gt; 00:17:28,910\r\nthis together, how does this help our customers do great\r\n\r\n290\r\n00:17:29,000 --&gt; 00:17:35,340\r\ncustomer experiences? Thanks Randy. It is at the end of\r\n\r\n291\r\n00:17:35,340 --&gt; 00:17:39,300\r\nthe day about providing a great support and service to\r\n\r\n292\r\n00:17:39,300 --&gt; 00:17:43,440\r\ncustomers. But sometimes we think about the contact center, the\r\n\r\n293\r\n00:17:43,440 --&gt; 00:17:48,330\r\nfront office, as being that first line of defense. But\r\n\r\n294\r\n00:17:49,250 --&gt; 00:17:52,100\r\nit takes a whole company to support and service customers.\r\n\r\n295\r\n00:17:52,640 --&gt; 00:17:55,410\r\nIt's a real team effort across the company that provides\r\n\r\n296\r\n00:17:55,500 --&gt; 00:17:59,130\r\na great customer experience at the end of the day, because the contact center\r\n\r\n297\r\n00:17:59,130 --&gt; 00:18:05,440\r\nis there to assist and help customers, but they're only\r\n\r\n298\r\n00:18:05,440 --&gt; 00:18:08,200\r\nas good as the rest of the organization. So what\r\n\r\n299\r\n00:18:08,200 --&gt; 00:18:12,540\r\nwe see is when you empower your employees across the\r\n\r\n300\r\n00:18:12,540 --&gt; 00:18:18,910\r\nwhole organization, they can then focus on the customer. So\r\n\r\n301\r\n00:18:18,910 --&gt; 00:18:21,740\r\nif we're giving the right amount of flexibility, the right\r\n\r\n302\r\n00:18:21,740 --&gt; 00:18:25,410\r\namount of power and tools to allow that collaboration between\r\n\r\n303\r\n00:18:25,410 --&gt; 00:18:28,830\r\nthe front office and the back office, that's just going to\r\n\r\n304\r\n00:18:28,830 --&gt; 00:18:33,170\r\nbe a good outcome. So lower friction, lower frustration across\r\n\r\n305\r\n00:18:33,170 --&gt; 00:18:36,810\r\nthat enterprise, at the end of the day it's about\r\n\r\n306\r\n00:18:36,810 --&gt; 00:18:38,840\r\nhelping customers then and there and helping them in real\r\n\r\n307\r\n00:18:38,840 --&gt; 00:18:42,990\r\ntime. So connect the front office with the back office,\r\n\r\n308\r\n00:18:43,280 --&gt; 00:18:48,460\r\ncreate some great collaboration, and with the focus in helping\r\n\r\n309\r\n00:18:48,460 --&gt; 00:18:53,420\r\ncustomers then and there. So the key ingredient's is it's a great CX\r\n\r\n310\r\n00:18:53,470 --&gt; 00:18:58,609\r\nthrough great collaboration. Okay. Neil, do you have any comments on\r\n\r\n311\r\n00:18:58,609 --&gt; 00:19:01,440\r\nthat? On customer experience and how Zoom's going to affect that?\r\n\r\n312\r\n00:19:04,390 --&gt; 00:19:09,609\r\nYou're on mute. You would think working for Zoom, I'd\r\n\r\n313\r\n00:19:09,609 --&gt; 00:19:14,859\r\nbe so much better at that. Yeah. So at the\r\n\r\n314\r\n00:19:14,859 --&gt; 00:19:17,670\r\nend of the day it really is, it's eliminating all\r\n\r\n315\r\n00:19:17,670 --&gt; 00:19:21,600\r\nof the friction in the communication process. So when you\r\n\r\n316\r\n00:19:21,600 --&gt; 00:19:24,690\r\neliminate the friction, then people are going to be more\r\n\r\n317\r\n00:19:24,690 --&gt; 00:19:28,940\r\nwilling to engage, be more open in that engagement, and\r\n\r\n318\r\n00:19:29,160 --&gt; 00:19:32,220\r\nhave a better satisfaction of that tool and the interaction\r\n\r\n319\r\n00:19:33,010 --&gt; 00:19:37,050\r\nbetween the customer and whoever's servicing the customer. All right.\r\n\r\n320\r\n00:19:38,570 --&gt; 00:19:42,140\r\nAll right. So we're going to double down on this\r\n\r\n321\r\n00:19:42,640 --&gt; 00:19:45,990\r\ncustomer experience and collaboration topic. Let's explore that in a\r\n\r\n322\r\n00:19:45,990 --&gt; 00:19:51,430\r\nlittle bit more depth. Jeff, talk from this slide. We've\r\n\r\n323\r\n00:19:51,430 --&gt; 00:19:54,300\r\ngot a lot more topics to delve into here. Sure.\r\n\r\n324\r\n00:19:54,560 --&gt; 00:19:58,470\r\nSo let's bring that CX to life and that collaboration\r\n\r\n325\r\n00:19:58,470 --&gt; 00:20:01,400\r\nacross the organization. How are we going to do that\r\n\r\n326\r\n00:20:01,890 --&gt; 00:20:04,630\r\nwith what we're talking about today between Zoom and Genesys?\r\n\r\n327\r\n00:20:06,600 --&gt; 00:20:12,109\r\nIt's really providing a simplified, unified, and more, I guess,\r\n\r\n328\r\n00:20:12,109 --&gt; 00:20:16,210\r\nintegrated experience where you can focus on the outcome that\r\n\r\n329\r\n00:20:16,210 --&gt; 00:20:19,790\r\nyou're trying to create, rather than what tools I have\r\n\r\n330\r\n00:20:19,790 --&gt; 00:20:22,470\r\nto use and what I have to tab through, or\r\n\r\n331\r\n00:20:22,470 --&gt; 00:20:25,630\r\nwhich applications I've got to go find to achieve as\r\n\r\n332\r\n00:20:25,630 --&gt; 00:20:28,050\r\nan outcome. And the way we're doing this with the\r\n\r\n333\r\n00:20:28,050 --&gt; 00:20:31,780\r\nintegration that we've done between Zoom and Genesys, is a\r\n\r\n334\r\n00:20:31,780 --&gt; 00:20:36,500\r\nunified directory. And what this means is, as a Genesys\r\n\r\n335\r\n00:20:36,500 --&gt; 00:20:40,950\r\nCloud user in the front office, they will now be\r\n\r\n336\r\n00:20:40,950 --&gt; 00:20:43,280\r\nable to see the whole enterprise, whoever it might be\r\n\r\n337\r\n00:20:43,280 --&gt; 00:20:47,190\r\nin the contact center, but also now across everyone that's\r\n\r\n338\r\n00:20:47,190 --&gt; 00:20:51,180\r\nusing Zoom phone across the organization. So that means complete\r\n\r\n339\r\n00:20:51,180 --&gt; 00:20:55,160\r\nvisibility of everyone in the enterprise. And then on top\r\n\r\n340\r\n00:20:55,160 --&gt; 00:20:58,460\r\nof that, we add presence. So knowing who in the\r\n\r\n341\r\n00:20:58,460 --&gt; 00:21:01,480\r\nenterprise is available to help then and there. When I've got\r\n\r\n342\r\n00:21:01,560 --&gt; 00:21:04,500\r\nthe customer on the line, I need assistance. I want\r\n\r\n343\r\n00:21:04,500 --&gt; 00:21:06,790\r\nto be able to talk to a subject matter expert, or at\r\n\r\n344\r\n00:21:06,790 --&gt; 00:21:10,460\r\nleast somehow try and get to the right person with\r\n\r\n345\r\n00:21:10,460 --&gt; 00:21:13,840\r\nthe right information to assist me to assist the customer,\r\n\r\n346\r\n00:21:14,100 --&gt; 00:21:18,310\r\nor even bring that subject matter expert into the conversation\r\n\r\n347\r\n00:21:18,310 --&gt; 00:21:21,990\r\nwith the customer. So through being able to see and\r\n\r\n348\r\n00:21:21,990 --&gt; 00:21:27,530\r\nsearch across the enterprise from all the Zoom phone users\r\n\r\n349\r\n00:21:27,530 --&gt; 00:21:30,290\r\nas well as Genesys Cloud users, by knowing when and\r\n\r\n350\r\n00:21:30,290 --&gt; 00:21:33,840\r\nwhere that they're available to help me then at that\r\n\r\n351\r\n00:21:33,840 --&gt; 00:21:36,869\r\npoint in time. At the same time, when we're doing\r\n\r\n352\r\n00:21:36,869 --&gt; 00:21:41,869\r\nall those interactions and call transfers, it's on net. So\r\n\r\n353\r\n00:21:41,869 --&gt; 00:21:47,369\r\nthat means we've integrated Zoom phone with Genesys Cloud, with\r\n\r\n354\r\n00:21:47,420 --&gt; 00:21:51,670\r\nsecure connections, which provides complete on net callings. That means\r\n\r\n355\r\n00:21:51,670 --&gt; 00:21:54,450\r\nyou don't have to go off onto the PSTN and\r\n\r\n356\r\n00:21:54,450 --&gt; 00:21:58,310\r\nalso incur extra charges, because you're one enterprise. You should\r\n\r\n357\r\n00:21:58,359 --&gt; 00:22:01,980\r\nbe able to have one logical network with one logical\r\n\r\n358\r\n00:22:02,100 --&gt; 00:22:06,160\r\nability to be able to transfer calls across systems seamlessly.\r\n\r\n359\r\n00:22:06,619 --&gt; 00:22:11,740\r\nAgain, removing that friction, as we've started talking about. On\r\n\r\n360\r\n00:22:11,740 --&gt; 00:22:14,609\r\ntop of that, in today's world, you need to be able\r\n\r\n361\r\n00:22:14,609 --&gt; 00:22:19,480\r\nto do it from anywhere globally, and this is more\r\n\r\n362\r\n00:22:19,480 --&gt; 00:22:23,930\r\nimportant than ever. And in this global world today, being\r\n\r\n363\r\n00:22:23,930 --&gt; 00:22:28,470\r\nable to work from anywhere, collaborate from anywhere in a\r\n\r\n364\r\n00:22:28,470 --&gt; 00:22:34,790\r\nseamless experience, is key. And Genesys and Zoom are global\r\n\r\n365\r\n00:22:34,790 --&gt; 00:22:38,160\r\nsolutions, which we'll talk about in a moment. But we've\r\n\r\n366\r\n00:22:38,160 --&gt; 00:22:41,930\r\ngone back to... The big shift that we've seen is that\r\n\r\n367\r\n00:22:41,930 --&gt; 00:22:47,000\r\nvideo first experience as well. And leveraging and taking advantage\r\n\r\n368\r\n00:22:47,000 --&gt; 00:22:52,619\r\nof Zoom's incredible video first communications platform, we're also able\r\n\r\n369\r\n00:22:52,619 --&gt; 00:22:58,340\r\nto bring Zoom's video screen sharing and recording as well.\r\n\r\n370\r\n00:22:58,760 --&gt; 00:23:02,270\r\nSo you'll be able to then, again, bring that collaboration\r\n\r\n371\r\n00:23:02,450 --&gt; 00:23:07,010\r\nusing Zoom's features around screen sharing and recording. And it\r\n\r\n372\r\n00:23:07,010 --&gt; 00:23:10,010\r\ngoes without saying that this all runs within a secure\r\n\r\n373\r\n00:23:10,010 --&gt; 00:23:14,109\r\nenvironment. So that's a little bit of a, I guess,\r\n\r\n374\r\n00:23:14,109 --&gt; 00:23:17,260\r\ninsight, Randy there, but when you bring these pieces together,\r\n\r\n375\r\n00:23:17,720 --&gt; 00:23:23,200\r\nit's again, taking that friction out and letting our people,\r\n\r\n376\r\n00:23:23,200 --&gt; 00:23:27,560\r\nour employees in that organization, collaborate, but more importantly, focus\r\n\r\n377\r\n00:23:27,560 --&gt; 00:23:30,980\r\non the problem at hand or the service that needs\r\n\r\n378\r\n00:23:30,980 --&gt; 00:23:33,619\r\nto be addressed, rather than the tools or the technology.\r\n\r\n379\r\n00:23:35,800 --&gt; 00:23:40,630\r\nOkay. So how is the availability looking like on this?\r\n\r\n380\r\n00:23:41,450 --&gt; 00:23:45,270\r\nYeah. So actually, not a lot of people know this,\r\n\r\n381\r\n00:23:45,270 --&gt; 00:23:49,460\r\nI'm going to let everyone know. But Genesys Cloud and\r\n\r\n382\r\n00:23:49,460 --&gt; 00:23:53,250\r\nZoom Phone has actually... We've had integration with our on\r\n\r\n383\r\n00:23:53,250 --&gt; 00:23:56,100\r\nnet calling especially, for actually a number of months now\r\n\r\n384\r\n00:23:56,100 --&gt; 00:24:00,900\r\nsince last year. We've built that telephony sip connection. We've\r\n\r\n385\r\n00:24:00,900 --&gt; 00:24:02,760\r\nactually got a few customers using it today, which we'll\r\n\r\n386\r\n00:24:02,760 --&gt; 00:24:07,080\r\ntalk about in a little while. But really true Collective\r\n\r\n387\r\n00:24:07,920 --&gt; 00:24:12,100\r\ncloud APIs, this is kind of the next natural step and\r\n\r\n388\r\n00:24:12,430 --&gt; 00:24:15,820\r\nthe new release that we're talking about today with these\r\n\r\n389\r\n00:24:15,820 --&gt; 00:24:19,730\r\ncapabilities like unified directory, and presence, and the likes will\r\n\r\n390\r\n00:24:19,730 --&gt; 00:24:23,359\r\nbe available next month in July. So we're super excited\r\n\r\n391\r\n00:24:23,359 --&gt; 00:24:26,990\r\nto see how we can bring our customers together to\r\n\r\n392\r\n00:24:26,990 --&gt; 00:24:31,560\r\ncollaborate better and to provide great customer experience. Great. Thank\r\n\r\n393\r\n00:24:31,560 --&gt; 00:24:36,560\r\nyou. All right. So we've mentioned Global multiple times. Maybe\r\n\r\n394\r\n00:24:36,609 --&gt; 00:24:39,740\r\nwe should have started with this, but it was actually\r\n\r\n395\r\n00:24:39,740 --&gt; 00:24:44,619\r\na huge challenge for our Genesys Cloud customers that are\r\n\r\n396\r\n00:24:45,340 --&gt; 00:24:48,700\r\nglobal, is that there's so many different ways of doing\r\n\r\n397\r\n00:24:48,700 --&gt; 00:24:53,420\r\nphone termination in so many different countries. We have a\r\n\r\n398\r\n00:24:53,420 --&gt; 00:24:59,680\r\nrock solid network of AWS regions that were operating on\r\n\r\n399\r\n00:25:00,119 --&gt; 00:25:03,540\r\nGenesys cloud in. And whenever you're on net, everything is\r\n\r\n400\r\n00:25:05,020 --&gt; 00:25:08,780\r\njust straight data. So this is what it looks like.\r\n\r\n401\r\n00:25:08,840 --&gt; 00:25:11,140\r\nJeff, can you go into a little bit more detail about that\r\n\r\n402\r\n00:25:11,140 --&gt; 00:25:14,800\r\nplatform? Yeah sure, thanks Randy. Look, Genesys cloud is a\r\n\r\n403\r\n00:25:14,800 --&gt; 00:25:19,230\r\nGlobal cloud platform, just like Zoom and Zoom Phone, our\r\n\r\n404\r\n00:25:19,230 --&gt; 00:25:24,730\r\nGlobal platform, our Global Pops which I'll go through in\r\n\r\n405\r\n00:25:24,730 --&gt; 00:25:29,330\r\na moment, all operate and inter operate with Zoom and\r\n\r\n406\r\n00:25:29,330 --&gt; 00:25:32,980\r\nZoom Phone's Global Pops. Actually, this is actually going to\r\n\r\n407\r\n00:25:32,980 --&gt; 00:25:36,970\r\nbe all configurable by the customer or at the time\r\n\r\n408\r\n00:25:36,970 --&gt; 00:25:39,950\r\nit's set up where you can actually choose which Genesys\r\n\r\n409\r\n00:25:40,390 --&gt; 00:25:42,359\r\ncloud region you want to operate. But at the same\r\n\r\n410\r\n00:25:42,359 --&gt; 00:25:45,990\r\ntime, you can also choose which Zoom Phone region you'll\r\n\r\n411\r\n00:25:45,990 --&gt; 00:25:47,560\r\nbe able to operate with as well. So you'll have\r\n\r\n412\r\n00:25:47,560 --&gt; 00:25:51,850\r\nfull control over which regions due to local regulatory requirements\r\n\r\n413\r\n00:25:52,190 --&gt; 00:25:56,369\r\nat the time of the implementation. But at a global\r\n\r\n414\r\n00:25:56,369 --&gt; 00:25:59,180\r\nregion, we have nine regions. We have two in the\r\n\r\n415\r\n00:25:59,180 --&gt; 00:26:03,810\r\nUS, US East and US West. We've got Canada, Ireland,\r\n\r\n416\r\n00:26:04,410 --&gt; 00:26:10,030\r\nthe UK and Frankfurt in Germany and originally South Korea.\r\n\r\n417\r\n00:26:10,190 --&gt; 00:26:13,119\r\nAnd we've also got Japan and Australia. But on top\r\n\r\n418\r\n00:26:13,119 --&gt; 00:26:15,500\r\nof that, it's not just about that footprint. It's also\r\n\r\n419\r\n00:26:15,500 --&gt; 00:26:19,450\r\nabout language support. We support 18 languages through our user\r\n\r\n420\r\n00:26:19,450 --&gt; 00:26:21,920\r\ninterface, and we even have a whole lot more than\r\n\r\n421\r\n00:26:21,920 --&gt; 00:26:24,560\r\nthose 18 languages for our I- V- R and voice\r\n\r\n422\r\n00:26:24,560 --&gt; 00:26:29,070\r\nservices as well, because it's really, we, we now live\r\n\r\n423\r\n00:26:29,070 --&gt; 00:26:34,140\r\nin a global community and more, I guess more importantly,\r\n\r\n424\r\n00:26:34,140 --&gt; 00:26:37,730\r\nwe live in a growing virtual, global community as well.\r\n\r\n425\r\n00:26:38,970 --&gt; 00:26:42,820\r\nIt's important to know that you can operate virtually anywhere and\r\n\r\n426\r\n00:26:42,869 --&gt; 00:26:47,430\r\nglobally. And, we support thousands of customers today, actually I've\r\n\r\n427\r\n00:26:47,530 --&gt; 00:26:51,619\r\nacross 60 countries, Pang Southern the, the largest contact centers.\r\n\r\n428\r\n00:26:52,140 --&gt; 00:26:54,540\r\nwe even have some contact centers that were powering over\r\n\r\n429\r\n00:26:54,540 --&gt; 00:26:58,650\r\n25,000 agents in that context center. So, this is scale\r\n\r\n430\r\n00:26:59,030 --&gt; 00:27:01,970\r\non a, on a global level, but really excited that\r\n\r\n431\r\n00:27:02,000 --&gt; 00:27:05,630\r\nwe're bringing this global platform global network. That's powering all\r\n\r\n432\r\n00:27:05,630 --&gt; 00:27:08,830\r\nthese interactions for our customers. And now we're going to\r\n\r\n433\r\n00:27:08,830 --&gt; 00:27:11,730\r\nextend that with this great VR first experience powered by\r\n\r\n434\r\n00:27:11,730 --&gt; 00:27:15,750\r\nZoom. So Neil, maybe you can tell us about, the zoom\r\n\r\n435\r\n00:27:15,750 --&gt; 00:27:21,960\r\nphone, global story. All right. Yeah. That Zoom Global picture.\r\n\r\n436\r\n00:27:22,480 --&gt; 00:27:28,410\r\nYeah. We have a pretty extensive global footprint. We currently\r\n\r\n437\r\n00:27:28,410 --&gt; 00:27:32,510\r\nhave data centers in 18 countries around the world. These\r\n\r\n438\r\n00:27:32,510 --&gt; 00:27:35,670\r\nare all active, active, fully redundant data centers. So one\r\n\r\n439\r\n00:27:35,670 --&gt; 00:27:39,150\r\noutage in a specific region, doesn't take down our customer\r\n\r\n440\r\n00:27:39,150 --&gt; 00:27:42,270\r\nbase by any stretch of the meetings. And these are\r\n\r\n441\r\n00:27:42,270 --&gt; 00:27:46,640\r\nman by zoom employees. So these are, we, we have\r\n\r\n442\r\n00:27:46,640 --&gt; 00:27:49,390\r\na mix of running our own data centers, which is\r\n\r\n443\r\n00:27:49,390 --&gt; 00:27:51,780\r\nwhat I'm showing here. Then we also take advantage of\r\n\r\n444\r\n00:27:51,780 --&gt; 00:27:55,640\r\na lot of public cloud services from AWS, Google, Microsoft,\r\n\r\n445\r\n00:27:55,640 --&gt; 00:27:57,830\r\nAzure, etc. So we want to make sure that we\r\n\r\n446\r\n00:27:57,830 --&gt; 00:28:00,380\r\nhave a fully redundant and that we're using the best\r\n\r\n447\r\n00:28:00,380 --&gt; 00:28:03,859\r\ntechnology available to provide the highest quality of service for\r\n\r\n448\r\n00:28:03,859 --&gt; 00:28:07,119\r\nour customers. From a zoom phone perspective, when it comes\r\n\r\n449\r\n00:28:07,119 --&gt; 00:28:12,300\r\nto PSTN access today, we have native PSTN support in\r\n\r\n450\r\n00:28:12,330 --&gt; 00:28:15,780\r\n18 different countries. You can visit our website for our list\r\n\r\n451\r\n00:28:15,780 --&gt; 00:28:18,490\r\nof all of those countries. We have an additional 25\r\n\r\n452\r\n00:28:18,490 --&gt; 00:28:20,810\r\ncountries where we can provide PST and access and phone\r\n\r\n453\r\n00:28:20,810 --&gt; 00:28:23,800\r\nnumbers currently in beta. And we expect those to come\r\n\r\n454\r\n00:28:23,800 --&gt; 00:28:26,200\r\nout of beta the summer, which will give us about\r\n\r\n455\r\n00:28:26,210 --&gt; 00:28:30,740\r\n47 countries where we can provide a full, complete PSTN\r\n\r\n456\r\n00:28:31,060 --&gt; 00:28:37,090\r\nPBX replacement. We are also offering, BYOC bring your own\r\n\r\n457\r\n00:28:37,090 --&gt; 00:28:40,310\r\ncarrier. So if you have a requirement outside of the\r\n\r\n458\r\n00:28:40,330 --&gt; 00:28:44,840\r\n47 countries that we're in today, then you can bring\r\n\r\n459\r\n00:28:44,840 --&gt; 00:28:47,860\r\nthe sip trunk from that, from that local service provider,\r\n\r\n460\r\n00:28:47,860 --&gt; 00:28:50,550\r\nright into the zoom cloud, and then light up the\r\n\r\n461\r\n00:28:50,550 --&gt; 00:28:53,410\r\nsurface that way. So we're, we're very, very flexible. And\r\n\r\n462\r\n00:28:53,420 --&gt; 00:28:57,370\r\nof course our goal is to provide complete global coverage\r\n\r\n463\r\n00:28:58,200 --&gt; 00:29:01,180\r\neverywhere. And so we're, we're marching really fast to make\r\n\r\n464\r\n00:29:01,180 --&gt; 00:29:08,330\r\nsure that that happens. Okay. All right. So I know\r\n\r\n465\r\n00:29:08,330 --&gt; 00:29:11,440\r\nthat Neil, you wanted to take a moment to just\r\n\r\n466\r\n00:29:11,440 --&gt; 00:29:15,510\r\ntalk about security. Yeah. Security as a topic that comes\r\n\r\n467\r\n00:29:15,510 --&gt; 00:29:19,550\r\nup every day at Zoom, it is incredibly important to\r\n\r\n468\r\n00:29:19,550 --&gt; 00:29:23,440\r\nus with so many people relying on us and, and\r\n\r\n469\r\n00:29:23,440 --&gt; 00:29:27,120\r\nbusiness to continue working as well as in their personal\r\n\r\n470\r\n00:29:27,120 --&gt; 00:29:29,700\r\nlives, taking that yoga class, like in that music lesson,\r\n\r\n471\r\n00:29:30,040 --&gt; 00:29:32,390\r\nhaving those happy hours that we want to make sure\r\n\r\n472\r\n00:29:32,390 --&gt; 00:29:37,580\r\nthat your information is completely protected. So we recently migrated\r\n\r\n473\r\n00:29:37,580 --&gt; 00:29:42,270\r\nin Twitter, 56 bit AGC or a yeah. GCM encryption,\r\n\r\n474\r\n00:29:43,290 --&gt; 00:29:47,450\r\napologize for butchering the acronym. And we also make sure\r\n\r\n475\r\n00:29:47,450 --&gt; 00:29:49,640\r\nevery zoom phone call is encrypted as well. So we\r\n\r\n476\r\n00:29:49,640 --&gt; 00:29:57,130\r\nuse SFTP encryption, we used 256 BAS authentic TLS authentication.\r\n\r\n477\r\n00:29:57,130 --&gt; 00:30:00,210\r\nSo everything is secured and don't just take our word\r\n\r\n478\r\n00:30:00,210 --&gt; 00:30:02,600\r\nfor it. We also have certifications by some of the\r\n\r\n479\r\n00:30:02,600 --&gt; 00:30:07,550\r\ntop security and privacy groups in the world. So we\r\n\r\n480\r\n00:30:07,550 --&gt; 00:30:11,360\r\nare GDPR. We it's all been verified through Trust Arc.\r\n\r\n481\r\n00:30:11,860 --&gt; 00:30:16,320\r\nWe have in the United States, we are FedRAMP moderate\r\n\r\n482\r\n00:30:16,320 --&gt; 00:30:19,040\r\nfor the entire platform. So for zoom meetings and now\r\n\r\n483\r\n00:30:19,040 --&gt; 00:30:24,060\r\nzoom phone, which means that the, the department where the\r\n\r\n484\r\n00:30:24,060 --&gt; 00:30:29,990\r\nfederal agencies like DISA etc, can use us in there.\r\n\r\n485\r\n00:30:29,990 --&gt; 00:30:33,680\r\nSo if we've been vetted and, and, and authorized by\r\n\r\n486\r\n00:30:33,680 --&gt; 00:30:36,700\r\nthe federal government, you can be assured that the platform\r\n\r\n487\r\n00:30:36,710 --&gt; 00:30:40,040\r\nis secure. We also, in the newest version of our\r\n\r\n488\r\n00:30:40,040 --&gt; 00:30:44,360\r\napplication in zoom 5.0, we allow you to opt in\r\n\r\n489\r\n00:30:44,360 --&gt; 00:30:47,930\r\nand opt out of specific geo. So that, we do\r\n\r\n490\r\n00:30:47,930 --&gt; 00:30:51,120\r\nautomatic geo based routing of all of our calls and\r\n\r\n491\r\n00:30:51,120 --&gt; 00:30:54,810\r\nall of our meetings. And if you are in a\r\n\r\n492\r\n00:30:54,810 --&gt; 00:30:57,970\r\nmeeting and you want to make sure that those calls\r\n\r\n493\r\n00:30:57,970 --&gt; 00:31:00,190\r\ndon't, for some reason, get routed outside of the country,\r\n\r\n494\r\n00:31:00,190 --&gt; 00:31:03,920\r\nthat you're currently in, you can actually choose, the user\r\n\r\n495\r\n00:31:03,920 --&gt; 00:31:06,820\r\ncan choose. The admin can choose which data centers are\r\n\r\n496\r\n00:31:06,820 --&gt; 00:31:09,450\r\nrouted through which geos they route through, or they want\r\n\r\n497\r\n00:31:09,450 --&gt; 00:31:12,390\r\nto opt out of. So not only are we providing\r\n\r\n498\r\n00:31:12,390 --&gt; 00:31:15,880\r\nall these great security on top, that we are allowing\r\n\r\n499\r\n00:31:15,880 --&gt; 00:31:18,310\r\nusers to choose which data centers they route through, which\r\n\r\n500\r\n00:31:18,310 --&gt; 00:31:21,990\r\nis something none of our competitors do. So we're really\r\n\r\n501\r\n00:31:21,990 --&gt; 00:31:24,220\r\ntaking it to the next level. It's, it's very important.\r\n\r\n502\r\n00:31:24,500 --&gt; 00:31:27,560\r\nAnd I don't even know what to say is just,\r\n\r\n503\r\n00:31:28,250 --&gt; 00:31:30,030\r\nI think it speaks for itself, but if there are\r\n\r\n504\r\n00:31:30,030 --&gt; 00:31:32,970\r\nquestions, of course, reach out to us. We have a\r\n\r\n505\r\n00:31:32,970 --&gt; 00:31:34,920\r\nwhole bunch of landing pages on the zoom website that\r\n\r\n506\r\n00:31:34,920 --&gt; 00:31:37,750\r\ngoes into more depth on this, and you would ever\r\n\r\n507\r\n00:31:37,750 --&gt; 00:31:43,250\r\nwant to go into, Yeah, we have a full set,\r\n\r\n508\r\n00:31:43,300 --&gt; 00:31:45,720\r\na full set of acronyms on our site too. So\r\n\r\n509\r\n00:31:46,050 --&gt; 00:31:50,210\r\nyeah, Yeah. We love our acronyms. It's an ongoing effort. Security. It never stops\r\n\r\n510\r\n00:31:50,430 --&gt; 00:31:53,210\r\nit's you have to always be working on that. Okay.\r\n\r\n511\r\n00:31:53,210 --&gt; 00:31:58,570\r\nLet's look at, we mentioned that we have some, we\r\n\r\n512\r\n00:31:58,570 --&gt; 00:32:01,620\r\nwant to talk a little bit about this. Yeah. No,\r\n\r\n513\r\n00:32:01,620 --&gt; 00:32:09,160\r\nthanks Randy. We've had some customers already using that integration\r\n\r\n514\r\n00:32:09,160 --&gt; 00:32:11,860\r\nthat I mentioned, that we've had available now for a\r\n\r\n515\r\n00:32:11,860 --&gt; 00:32:15,520\r\nfew months. I'd like to maybe just walk through some\r\n\r\n516\r\n00:32:15,520 --&gt; 00:32:20,510\r\nof those. Our telephone integration has been in place between\r\n\r\n517\r\n00:32:20,510 --&gt; 00:32:24,210\r\nGenesys Cloud and Zoom Phone. Actually, if you go to Zoom\r\n\r\n518\r\n00:32:24,210 --&gt; 00:32:28,080\r\nPhone today, you can actually click and see Genesys Cloud\r\n\r\n519\r\n00:32:29,130 --&gt; 00:32:34,570\r\nand connect to that as a telephone integration. That's available\r\n\r\n520\r\n00:32:34,570 --&gt; 00:32:39,730\r\ntoday and Sentinel benefits and the financial group. They've actually\r\n\r\n521\r\n00:32:39,730 --&gt; 00:32:42,530\r\nbeen using it for a number of months and they've seen the\r\n\r\n522\r\n00:32:42,530 --&gt; 00:32:46,640\r\nreal benefits of really connecting that front office with the\r\n\r\n523\r\n00:32:46,640 --&gt; 00:32:49,850\r\nback office. Really connecting the contact center with the rest\r\n\r\n524\r\n00:32:49,850 --&gt; 00:32:53,610\r\nof their organization. Remember, it's all about the whole company\r\n\r\n525\r\n00:32:53,760 --&gt; 00:32:57,690\r\nthat needs to help customers. They've really seen those benefits\r\n\r\n526\r\n00:32:57,710 --&gt; 00:33:00,920\r\nof being able to have that on their calling, the\r\n\r\n527\r\n00:33:00,920 --&gt; 00:33:03,010\r\nability to be able to transfer calls back and forth\r\n\r\n528\r\n00:33:04,620 --&gt; 00:33:09,080\r\nsecurely, quickly, and easily between Genesys Cloud and Zoom Phone.\r\n\r\n529\r\n00:33:10,570 --&gt; 00:33:12,240\r\nThey can see that they're going to be able to\r\n\r\n530\r\n00:33:12,240 --&gt; 00:33:16,570\r\nresolve things faster, quicker, and just provide a better customer\r\n\r\n531\r\n00:33:17,000 --&gt; 00:33:22,850\r\nexperience. We've also got Company Nurse. They've been an existing\r\n\r\n532\r\n00:33:23,150 --&gt; 00:33:27,010\r\nGenesys Cloud customer for some time and also a Zoom\r\n\r\n533\r\n00:33:27,010 --&gt; 00:33:32,390\r\ncustomer. Now, they've called out and identified what they see\r\n\r\n534\r\n00:33:32,390 --&gt; 00:33:36,710\r\nis the advantages where if they can bring that video\r\n\r\n535\r\n00:33:36,710 --&gt; 00:33:40,330\r\nfirst experience through video meetings and add that to the\r\n\r\n536\r\n00:33:40,330 --&gt; 00:33:45,570\r\ncommunications, they'll be able to collaborate better together and really\r\n\r\n537\r\n00:33:45,570 --&gt; 00:33:50,010\r\nhelp their employees help them with their customers at that\r\n\r\n538\r\n00:33:50,010 --&gt; 00:33:55,580\r\ntime of need. Because really, they're doing triage at that\r\n\r\n539\r\n00:33:55,580 --&gt; 00:33:58,510\r\nmoment of truth that we talked about before, where people\r\n\r\n540\r\n00:33:58,510 --&gt; 00:34:00,960\r\nreally need to help them. By adding video, that video\r\n\r\n541\r\n00:34:00,960 --&gt; 00:34:03,490\r\nexperience is going to make it a whole lot better\r\n\r\n542\r\n00:34:03,490 --&gt; 00:34:06,070\r\nfor what they do, which is pretty important for a\r\n\r\n543\r\n00:34:06,070 --&gt; 00:34:10,390\r\nlot of companies. Look, we're really excited to see how\r\n\r\n544\r\n00:34:10,670 --&gt; 00:34:17,410\r\ncustomers are starting to use capabilities between Genesys Cloud and\r\n\r\n545\r\n00:34:17,410 --&gt; 00:34:21,590\r\nZoom and Zoom Phone, but I'm even more excited by\r\n\r\n546\r\n00:34:21,590 --&gt; 00:34:23,750\r\nwhat the new capabilities that we're going to be able\r\n\r\n547\r\n00:34:23,750 --&gt; 00:34:27,300\r\nto deliver and we're just getting started on this journey.\r\n\r\n548\r\n00:34:28,460 --&gt; 00:34:35,110\r\nPerfect. Okay. We've talked about friction. We've talked about usability.\r\n\r\n549\r\n00:34:35,270 --&gt; 00:34:37,880\r\nLet's take a look at what does this look like?\r\n\r\n550\r\n00:34:39,130 --&gt; 00:34:42,080\r\nJeff, do you want to take us through a demo\r\n\r\n551\r\n00:34:42,080 --&gt; 00:34:45,900\r\nhere? Yeah. I sure will. Let me just take control here.\r\n\r\n552\r\n00:34:47,280 --&gt; 00:34:50,739\r\nOkay. Let me just set this up before we get\r\n\r\n553\r\n00:34:51,000 --&gt; 00:34:56,830\r\nstarted. In this walkthrough of the demo, we have a\r\n\r\n554\r\n00:34:56,830 --&gt; 00:35:01,300\r\ncustomer that is utilizing Genesys Cloud and Zoom Phone for\r\n\r\n555\r\n00:35:01,300 --&gt; 00:35:04,719\r\ntheir cloud PBX. We're going to walk through that experience\r\n\r\n556\r\n00:35:04,719 --&gt; 00:35:13,460\r\nvery quickly. Okay. Control. There we go. Okay. Here we go.\r\n\r\n557\r\n00:35:13,460 --&gt; 00:35:18,850\r\nAll right. We've got an organization called G Bank and\r\n\r\n558\r\n00:35:18,850 --&gt; 00:35:21,760\r\nI'd like you to meet Trey. He's working in the\r\n\r\n559\r\n00:35:21,760 --&gt; 00:35:24,890\r\nfront office and they're using Genesys Cloud for their front\r\n\r\n560\r\n00:35:24,890 --&gt; 00:35:27,530\r\noffice here and how are they're going to interact with customers. But as\r\n\r\n561\r\n00:35:27,530 --&gt; 00:35:31,750\r\nI mentioned, G Bank uses Zoom Phone as their enterprise\r\n\r\n562\r\n00:35:31,750 --&gt; 00:35:36,670\r\ncloud communications system. That front office, that back office, it's\r\n\r\n563\r\n00:35:36,670 --&gt; 00:35:39,050\r\nabout how we bring them together. We're going to explore\r\n\r\n564\r\n00:35:39,570 --&gt; 00:35:44,570\r\nthat story here. Okay. First of all, this is the\r\n\r\n565\r\n00:35:44,719 --&gt; 00:35:49,710\r\nGenesys Cloud desktop and Trey is one of our customer\r\n\r\n566\r\n00:35:49,770 --&gt; 00:35:54,690\r\nservice representatives. He's logging into the G Bank queue. You can\r\n\r\n567\r\n00:35:54,690 --&gt; 00:35:56,489\r\nsee he's going to go on queue there and he\r\n\r\n568\r\n00:35:56,489 --&gt; 00:35:59,180\r\nclicks on queue and he can start receiving incoming calls\r\n\r\n569\r\n00:35:59,180 --&gt; 00:36:04,170\r\nfrom customers. As you'd be very surprised, he has a call\r\n\r\n570\r\n00:36:04,170 --&gt; 00:36:08,830\r\nthat comes in and Lindsay, who's a customer of G\r\n\r\n571\r\n00:36:08,830 --&gt; 00:36:13,670\r\nBank, she rings up. She's wanting more information about a\r\n\r\n572\r\n00:36:13,670 --&gt; 00:36:15,420\r\nmortgage on a new vacation home. Trey answers that call.\r\n\r\n573\r\n00:36:17,510 --&gt; 00:36:29,150\r\nOkay. Trey is now talking to Lindsay and he's learning\r\n\r\n574\r\n00:36:29,150 --&gt; 00:36:34,010\r\nmore about what Lindsay wants and actually doesn't have all\r\n\r\n575\r\n00:36:34,010 --&gt; 00:36:38,070\r\nthe answers to Lindsay's questions. He needs to find someone\r\n\r\n576\r\n00:36:38,070 --&gt; 00:36:42,850\r\nin the mortgage department to help Lindsay. Again, he needs\r\n\r\n577\r\n00:36:42,980 --&gt; 00:36:45,320\r\na subject matter expert in the back office, in the\r\n\r\n578\r\n00:36:45,320 --&gt; 00:36:49,370\r\nenterprise, to help solve that customer request then and there,\r\n\r\n579\r\n00:36:49,370 --&gt; 00:36:54,570\r\nthat moment of truth. He asked Lindsay to hold while\r\n\r\n580\r\n00:36:54,560 --&gt; 00:36:58,219\r\nhe goes to find someone that can help with all\r\n\r\n581\r\n00:36:58,219 --&gt; 00:37:05,410\r\nthe answers. What Trey does, you can see here, he\r\n\r\n582\r\n00:37:05,730 --&gt; 00:37:09,370\r\nlooks to do a transfer and he types in'mortgage department,'\r\n\r\n583\r\n00:37:09,430 --&gt; 00:37:11,930\r\nwhich you can see on the screen here. You can\r\n\r\n584\r\n00:37:11,930 --&gt; 00:37:16,040\r\nsee now by him typing in'mortgage department,' he's brought up\r\n\r\n585\r\n00:37:16,080 --&gt; 00:37:19,270\r\nwho's available in the mortgage department. We have Chris here\r\n\r\n586\r\n00:37:19,270 --&gt; 00:37:22,770\r\nand you can see the little Zoom Phone icon there.\r\n\r\n587\r\n00:37:23,980 --&gt; 00:37:27,219\r\nChris is a Zoom Phone user. This is a real\r\n\r\n588\r\n00:37:27,219 --&gt; 00:37:31,620\r\ntime presence. Chris is in the mortgage department through that\r\n\r\n589\r\n00:37:31,620 --&gt; 00:37:39,700\r\nunified directory we were talking about and importantly, it's green\r\n\r\n590\r\n00:37:39,840 --&gt; 00:37:44,219\r\nwith our presence showing Chris is available, even though he's\r\n\r\n591\r\n00:37:44,219 --&gt; 00:37:50,510\r\non Zoom Phone. What Chris does is keeps the call\r\n\r\n592\r\n00:37:50,510 --&gt; 00:37:57,480\r\ngoing and places a call to Chris, through his agent\r\n\r\n593\r\n00:37:57,480 --&gt; 00:38:01,930\r\ndesktop, through Genesys Cloud. Chris, who's on Zoom Phone, through\r\n\r\n594\r\n00:38:01,930 --&gt; 00:38:08,950\r\nthat unified experience, Chris's phone, Zoom Phone desktop starts ringing.\r\n\r\n595\r\n00:38:09,150 --&gt; 00:38:12,860\r\nHe can see it's actually from the contact center within\r\n\r\n596\r\n00:38:12,860 --&gt; 00:38:18,000\r\nG Bank. He gets that call, knows it's from the\r\n\r\n597\r\n00:38:18,000 --&gt; 00:38:22,840\r\ncontact center, and starts to speak to Chris about the\r\n\r\n598\r\n00:38:23,300 --&gt; 00:38:28,210\r\nquery. He mentions that he's got Lindsay on the line,\r\n\r\n599\r\n00:38:28,210 --&gt; 00:38:31,600\r\nwho's got some questions about this mortgage. What he's going\r\n\r\n600\r\n00:38:31,600 --&gt; 00:38:37,670\r\nto do is, he basically... Whoops, sorry. Too many steps.\r\n\r\n601\r\n00:38:37,670 --&gt; 00:38:40,590\r\nHe basically says, \" Chris, can you take the call with\r\n\r\n602\r\n00:38:40,590 --&gt; 00:38:44,430\r\nLindsay?\" Chris is very happy to speak to Lindsay and\r\n\r\n603\r\n00:38:44,430 --&gt; 00:38:48,190\r\nhelp her with her mortgage questions. He transfers the call\r\n\r\n604\r\n00:38:48,980 --&gt; 00:38:52,670\r\nover to Chris and gets on with helping other customers.\r\n\r\n605\r\n00:38:54,989 --&gt; 00:38:57,820\r\nThe outcome here was that Trey didn't have to worry\r\n\r\n606\r\n00:38:57,820 --&gt; 00:39:02,520\r\nabout using another interface, one desktop application, and more importantly,\r\n\r\n607\r\n00:39:02,520 --&gt; 00:39:09,160\r\ncould collaborate and provide that, what we call 'warm transfer,'\r\n\r\n608\r\n00:39:09,440 --&gt; 00:39:12,180\r\nwhere he could actually speak to Chris, make sure he's\r\n\r\n609\r\n00:39:12,180 --&gt; 00:39:15,810\r\navailable, make sure more importantly that he's able to help\r\n\r\n610\r\n00:39:15,810 --&gt; 00:39:18,420\r\nLindsay then and there and then connect her to, and\r\n\r\n611\r\n00:39:18,420 --&gt; 00:39:20,739\r\nthen drop off the call. That's providing that end-to- end\r\n\r\n612\r\n00:39:20,739 --&gt; 00:39:24,270\r\nexperience between that front office and that back office, collaborating\r\n\r\n613\r\n00:39:24,270 --&gt; 00:39:27,620\r\ntogether without having to worry about what application I'm using\r\n\r\n614\r\n00:39:27,620 --&gt; 00:39:35,170\r\nas a native experience. Let's go to the second demo\r\n\r\n615\r\n00:39:35,170 --&gt; 00:39:39,230\r\nhere. This time we've got I guess, G Bank is\r\n\r\n616\r\n00:39:39,710 --&gt; 00:39:44,040\r\nthe example customer again. This time, they're using Genesys Cloud\r\n\r\n617\r\n00:39:44,660 --&gt; 00:39:49,620\r\nand they use Zoom Meetings for collaboration. We'll take a\r\n\r\n618\r\n00:39:49,620 --&gt; 00:39:54,780\r\nslightly different way of this story. Okay. We've got Trey\r\n\r\n619\r\n00:39:54,780 --&gt; 00:39:59,830\r\nagain. Now, Trey has his Zoom Meetings fully integrated into\r\n\r\n620\r\n00:39:59,830 --&gt; 00:40:01,900\r\nthe Genesys Cloud desktop. So, you can see he's got\r\n\r\n621\r\n00:40:02,150 --&gt; 00:40:08,440\r\na Zoom meetings platform net. So, he's already fully authenticated\r\n\r\n622\r\n00:40:08,500 --&gt; 00:40:12,190\r\nand secure into his Genesys Cloud desktop. So he doesn't\r\n\r\n623\r\n00:40:12,190 --&gt; 00:40:15,260\r\nhave to think about where the best starting up Zoom\r\n\r\n624\r\n00:40:15,260 --&gt; 00:40:19,480\r\nmeeting separately. It's already contained within his environment as that\r\n\r\n625\r\n00:40:19,480 --&gt; 00:40:23,390\r\nsingle experience, that unified single experience. So again, in this\r\n\r\n626\r\n00:40:23,390 --&gt; 00:40:26,830\r\nsituation, he goes back on queue ready to take calls\r\n\r\n627\r\n00:40:27,410 --&gt; 00:40:32,460\r\nand yes, we've got Lindsey calling again, similar story. But\r\n\r\n628\r\n00:40:32,460 --&gt; 00:40:36,780\r\nin this case, Lindsey is looking for information say on\r\n\r\n629\r\n00:40:36,989 --&gt; 00:40:42,690\r\nGbank's website about a mortgage. So, specific information in this\r\n\r\n630\r\n00:40:42,690 --&gt; 00:40:45,780\r\ncase. So, what Trey does says, \" Yeah, look, let me\r\n\r\n631\r\n00:40:46,030 --&gt; 00:40:51,070\r\nhelp you here.\" And so Trey puts Lindsey on hold\r\n\r\n632\r\n00:40:51,300 --&gt; 00:40:53,910\r\nand he's going to go in again, talk to someone\r\n\r\n633\r\n00:40:54,030 --&gt; 00:40:56,640\r\nin the back office that subject matter expert. Yes, you're\r\n\r\n634\r\n00:40:56,640 --&gt; 00:40:58,400\r\nprobably right. It's going to be Chris again. But what\r\n\r\n635\r\n00:41:00,550 --&gt; 00:41:03,270\r\nhe does this time, because in this situation, they're not\r\n\r\n636\r\n00:41:03,270 --&gt; 00:41:07,610\r\nrunning the Zoom Phone, but he can see through the\r\n\r\n637\r\n00:41:07,610 --&gt; 00:41:11,170\r\ndirectory here that Chris is available in this case, but\r\n\r\n638\r\n00:41:11,170 --&gt; 00:41:14,760\r\nmore importantly, he's available and online and what he wants\r\n\r\n639\r\n00:41:14,760 --&gt; 00:41:19,300\r\nto do. He actually starts a chat session with Chris\r\n\r\n640\r\n00:41:19,489 --&gt; 00:41:23,750\r\nthrough Genesys Cloud. And through that chat session, he kind\r\n\r\n641\r\n00:41:23,750 --&gt; 00:41:25,980\r\nof, if we just click here, \" Chris, are you available\r\n\r\n642\r\n00:41:25,980 --&gt; 00:41:29,719\r\nto have a quick chat? I need some help short\r\n\r\n643\r\n00:41:29,719 --&gt; 00:41:33,570\r\nlet's jump on a zoom.\" So all Trey has to\r\n\r\n644\r\n00:41:33,570 --&gt; 00:41:36,680\r\ndo from his desktop is click Zoom Meetings. Let's start\r\n\r\n645\r\n00:41:36,680 --&gt; 00:41:40,290\r\na Zoom Meeting, what a great unified experience that is.\r\n\r\n646\r\n00:41:40,530 --&gt; 00:41:45,460\r\nSo, he clicks the Zoom Meeting link there, and that\r\n\r\n647\r\n00:41:46,300 --&gt; 00:41:48,870\r\ncreates a Zoom Meeting then and there in the Genesys\r\n\r\n648\r\n00:41:48,880 --&gt; 00:41:55,700\r\nCloud desktop, like you can see here. So, Genesys Cloud\r\n\r\n649\r\n00:41:55,760 --&gt; 00:41:59,950\r\nand Zoom Meetings embedded in the single experience. I don't\r\n\r\n650\r\n00:42:00,070 --&gt; 00:42:04,210\r\nhave to worry about different applications, it's one single unified\r\n\r\n651\r\n00:42:04,210 --&gt; 00:42:08,239\r\ntune. So again, Trey and Chris can focus on how\r\n\r\n652\r\n00:42:08,239 --&gt; 00:42:12,780\r\nthey're going to help this customer. So, Chris quickly explains\r\n\r\n653\r\n00:42:12,780 --&gt; 00:42:19,460\r\nwhere through Zooms screen sharing and shows exactly where the\r\n\r\n654\r\n00:42:19,460 --&gt; 00:42:22,810\r\ninformation is on the Gbank website, so he can help\r\n\r\n655\r\n00:42:23,120 --&gt; 00:42:27,570\r\nLindsey with this query. So, Chris has been able to help,\r\n\r\n656\r\n00:42:27,620 --&gt; 00:42:29,950\r\nthey've been able to collaborate in real time, that real-\r\n\r\n657\r\n00:42:29,950 --&gt; 00:42:33,530\r\ntime resolution that we spoke about before. And with that,\r\n\r\n658\r\n00:42:34,320 --&gt; 00:42:37,050\r\nTrey goes back to Lindsey to say, \" Yeah, let me\r\n\r\n659\r\n00:42:37,050 --&gt; 00:42:39,800\r\nhelp you. It's on the website.\" But Lindsey says, in\r\n\r\n660\r\n00:42:39,800 --&gt; 00:42:42,410\r\nthis case, \" I'm actually not in front of my computer.\r\n\r\n661\r\n00:42:42,630 --&gt; 00:42:48,070\r\nCould you send me a link through an SMS so\r\n\r\n662\r\n00:42:48,070 --&gt; 00:42:50,250\r\nI can look at it on my phone later.\" So\r\n\r\n663\r\n00:42:50,250 --&gt; 00:42:53,940\r\nhe says\" Sure.\" So, Trey sends an SMS with that\r\n\r\n664\r\n00:42:53,940 --&gt; 00:42:59,440\r\nlink, that URL to Lindsey on her phone. And Lindsey's\r\n\r\n665\r\n00:42:59,440 --&gt; 00:43:02,870\r\ngot the information she needs. And again, that front office\r\n\r\n666\r\n00:43:02,870 --&gt; 00:43:07,260\r\nand that back office through communication and collaboration, not into\r\n\r\n667\r\n00:43:07,260 --&gt; 00:43:10,489\r\nworrying about the technology, but worrying about what the customer outcome\r\n\r\n668\r\n00:43:10,489 --&gt; 00:43:15,040\r\nis, helping resolve that. So that's a little bit of\r\n\r\n669\r\n00:43:17,660 --&gt; 00:43:19,830\r\nan example, a bit of a sneak peek there on\r\n\r\n670\r\n00:43:19,830 --&gt; 00:43:23,860\r\nhow Genesys Cloud with Zoom Phone can provide that video\r\n\r\n671\r\n00:43:23,860 --&gt; 00:43:27,960\r\nfirst communication and collaboration experience. So again, across the whole\r\n\r\n672\r\n00:43:27,960 --&gt; 00:43:32,830\r\nenterprise or alternatively being able to use Zoom Meetings to\r\n\r\n673\r\n00:43:32,830 --&gt; 00:43:35,230\r\nspin up and drive into the, if a customer is\r\n\r\n674\r\n00:43:35,230 --&gt; 00:43:38,250\r\nusing Zoom Meetings as a key part of the collaboration,\r\n\r\n675\r\n00:43:38,480 --&gt; 00:43:41,020\r\nwe can integrate with Zoom Meetings as well and provide\r\n\r\n676\r\n00:43:41,020 --&gt; 00:43:46,370\r\nthat single unified experience, that'd be Randy. All right. So\r\n\r\n677\r\n00:43:46,370 --&gt; 00:43:48,850\r\nas we can tell from the slide Q&amp; A is\r\n\r\n678\r\n00:43:48,850 --&gt; 00:43:52,870\r\ncoming up next. We've got, we're sure you guys have a lot of\r\n\r\n679\r\n00:43:52,870 --&gt; 00:43:55,030\r\nquestions. I see the number is getting bigger under the\r\n\r\n680\r\n00:43:55,030 --&gt; 00:43:58,560\r\nQ&amp; A tab here in Zoom. So to give you\r\n\r\n681\r\n00:43:58,560 --&gt; 00:44:01,469\r\nguys a little bit more time, if you have additional\r\n\r\n682\r\n00:44:01,469 --&gt; 00:44:03,390\r\nquestions you want to write and to give us time\r\n\r\n683\r\n00:44:03,610 --&gt; 00:44:05,780\r\nto go look at the questions that are already there,\r\n\r\n684\r\n00:44:05,960 --&gt; 00:44:09,270\r\nlet's do a poll. And so if Josh can put\r\n\r\n685\r\n00:44:09,270 --&gt; 00:44:13,440\r\nthe poll up. Awesome. Okay. So you guys take a\r\n\r\n686\r\n00:44:13,440 --&gt; 00:44:16,489\r\nlook at the poll, give us some more feedback on\r\n\r\n687\r\n00:44:16,489 --&gt; 00:44:21,200\r\nhow you're using these different collaborations systems. And we're going\r\n\r\n688\r\n00:44:21,200 --&gt; 00:44:25,969\r\nto go look at the Q&amp; A. And that's just\r\n\r\n689\r\n00:44:25,969 --&gt; 00:44:29,250\r\nas a friendly reminder to everybody as you're throwing questions\r\n\r\n690\r\n00:44:29,250 --&gt; 00:44:32,480\r\ninto the Q&amp; A window, we have about 15- ish\r\n\r\n691\r\n00:44:32,480 --&gt; 00:44:36,080\r\nminutes left on today's session. So don't fret if we\r\n\r\n692\r\n00:44:36,080 --&gt; 00:44:38,440\r\ndon't make it to your question live, we will follow\r\n\r\n693\r\n00:44:38,440 --&gt; 00:44:40,600\r\nup with you via email within the next few business\r\n\r\n694\r\n00:44:40,600 --&gt; 00:44:44,100\r\ndays. And as we're about to close out the poll\r\n\r\n695\r\n00:44:44,100 --&gt; 00:44:46,730\r\nhere, just go ahead and remember to use the Q&amp;\r\n\r\n696\r\n00:44:46,730 --&gt; 00:44:48,820\r\nA window and not the chat window, just so that\r\n\r\n697\r\n00:44:48,820 --&gt; 00:45:16,110\r\nwe don't miss your questions moving forward. All right. Time\r\n\r\n698\r\n00:45:16,110 --&gt; 00:45:19,910\r\ngoes so fast when you're on this side. It's And\r\n\r\n699\r\n00:45:24,290 --&gt; 00:45:26,560\r\njust let me know, Randy, when you want to see those results.\r\n\r\n700\r\n00:45:26,710 --&gt; 00:45:30,570\r\nYeah. Tell me when you want to throw that. Yep.\r\n\r\n701\r\n00:45:30,570 --&gt; 00:45:34,350\r\nI'll go ahead and throw them up now. So you\r\n\r\n702\r\n00:45:34,350 --&gt; 00:45:37,420\r\nshould see them on your screen. All right. Neil is\r\n\r\n703\r\n00:45:37,489 --&gt; 00:45:41,969\r\nsmiling at this point. Yeah. And you've got some opportunities.\r\n\r\n704\r\n00:45:41,969 --&gt; 00:45:46,330\r\nLook at those other companies that are using... It's a big\r\n\r\n705\r\n00:45:46,330 --&gt; 00:45:50,070\r\nmarket. It's a big market. It is! It's room for\r\n\r\n706\r\n00:45:50,070 --&gt; 00:45:59,540\r\neverybody. Lots of solutions out there. Yep. All right. So,\r\n\r\n707\r\n00:45:59,540 --&gt; 00:46:02,750\r\nI got some good questions in here. I think some\r\n\r\n708\r\n00:46:02,750 --&gt; 00:46:06,760\r\nof these we have answered peripherally as we've been going\r\n\r\n709\r\n00:46:06,760 --&gt; 00:46:08,960\r\nthrough it so far, but I know the one question\r\n\r\n710\r\n00:46:09,360 --&gt; 00:46:12,430\r\nthat we hear a lot is how do you get\r\n\r\n711\r\n00:46:12,450 --&gt; 00:46:17,090\r\non board? So Jeff, basically a call us thing? Yeah,\r\n\r\n712\r\n00:46:17,130 --&gt; 00:46:22,730\r\nsure. Look, we're going to end with the Genesys. com\/\r\n\r\n713\r\n00:46:22,730 --&gt; 00:46:27,650\r\nZoom link I know in a little while, but what\r\n\r\n714\r\n00:46:27,650 --&gt; 00:46:29,440\r\nI would be suggesting is go have a look at\r\n\r\n715\r\n00:46:29,440 --&gt; 00:46:33,840\r\nGenesys. com\/ Zoom as a standpoint. And there's a start\r\n\r\n716\r\n00:46:33,840 --&gt; 00:46:37,700\r\nzooming button right there. And you can connect with us\r\n\r\n717\r\n00:46:37,700 --&gt; 00:46:41,360\r\nand we'll have someone speak to you real quickly. So,\r\n\r\n718\r\n00:46:42,239 --&gt; 00:46:45,000\r\nmy advice is if you want to learn more, but\r\n\r\n719\r\n00:46:45,000 --&gt; 00:46:48,180\r\nalso get started and you might be a Zoom customer\r\n\r\n720\r\n00:46:48,180 --&gt; 00:46:53,040\r\nand a Genesys customer already you can start and we'll\r\n\r\n721\r\n00:46:53,040 --&gt; 00:46:55,420\r\nget you, we'll start that conversation so you can get\r\n\r\n722\r\n00:46:55,420 --&gt; 00:47:02,320\r\nready for next month. So Genesys.com\/Zoom. Okay. So, Neil, you\r\n\r\n723\r\n00:47:02,320 --&gt; 00:47:05,190\r\nguys, if there're Zoom customer and they're interested in looking\r\n\r\n724\r\n00:47:05,190 --&gt; 00:47:09,420\r\nat Genesys Cloud, what should they do? Yeah. If you're\r\n\r\n725\r\n00:47:09,420 --&gt; 00:47:12,670\r\nan existing customer feel free to go to Genesys\/ Zoom\r\n\r\n726\r\n00:47:12,670 --&gt; 00:47:14,780\r\nand reach out to them directly. They know how to\r\n\r\n727\r\n00:47:14,780 --&gt; 00:47:16,410\r\nget in touch with us and how to set it\r\n\r\n728\r\n00:47:16,410 --&gt; 00:47:20,420\r\nup or work with your existing account executive at Zoom.\r\n\r\n729\r\n00:47:20,640 --&gt; 00:47:23,440\r\nAnd they'll also bring in the appropriate people from the\r\n\r\n730\r\n00:47:23,440 --&gt; 00:47:26,750\r\nZoom Phone team, as well as the Genesys team. So\r\n\r\n731\r\n00:47:26,750 --&gt; 00:47:28,590\r\nI think we want to eliminate as much friction as\r\n\r\n732\r\n00:47:28,590 --&gt; 00:47:31,420\r\npossible. If you're a customer of either one of the\r\n\r\n733\r\n00:47:31,420 --&gt; 00:47:34,620\r\nplatforms already today, just reach out to your current account\r\n\r\n734\r\n00:47:34,620 --&gt; 00:47:37,410\r\nexecutive and we'll make sure that everything's routed and we\r\n\r\n735\r\n00:47:37,410 --&gt; 00:47:41,910\r\nget you taken care of as fast as possible. Okay.\r\n\r\n736\r\n00:47:41,969 --&gt; 00:47:45,230\r\nSo, I see a recurring question in here about using\r\n\r\n737\r\n00:47:46,260 --&gt; 00:47:51,520\r\nZoom to support between agents and customers. And I know\r\n\r\n738\r\n00:47:51,520 --&gt; 00:47:54,140\r\nthis is one of the things that we've had lots\r\n\r\n739\r\n00:47:54,140 --&gt; 00:47:59,370\r\nand lots of conversations about internally. Jeff, take it away.\r\n\r\n740\r\n00:47:59,640 --&gt; 00:48:03,300\r\nThat's a great question and a question that is a constant\r\n\r\n741\r\n00:48:03,670 --&gt; 00:48:07,270\r\npart of our conversation as you suggested. As you would\r\n\r\n742\r\n00:48:07,270 --&gt; 00:48:10,350\r\nhave noticed from today's presentation, we've been talking very much\r\n\r\n743\r\n00:48:10,350 --&gt; 00:48:14,239\r\naround the collaboration between the front office and the back\r\n\r\n744\r\n00:48:14,239 --&gt; 00:48:19,560\r\noffice. That is very much where we want to start\r\n\r\n745\r\n00:48:19,560 --&gt; 00:48:24,400\r\nwith our Genesys Cloud and Zoom journey. But as part\r\n\r\n746\r\n00:48:24,400 --&gt; 00:48:28,110\r\nof that journey, we definitely see some key use cases\r\n\r\n747\r\n00:48:28,110 --&gt; 00:48:32,969\r\nfor the ability to use video power through Zoom with\r\n\r\n748\r\n00:48:33,570 --&gt; 00:48:37,770\r\ncustomers directly. This is definitely on our roadmap, but in\r\n\r\n749\r\n00:48:37,770 --&gt; 00:48:42,270\r\nthis, I guess, first drop that we're delivering next month.\r\n\r\n750\r\n00:48:42,550 --&gt; 00:48:44,770\r\nWe're really focusing on bringing that front office and that\r\n\r\n751\r\n00:48:44,770 --&gt; 00:48:48,500\r\nback office together. Same time, we also want to get\r\n\r\n752\r\n00:48:48,500 --&gt; 00:48:52,830\r\nfeedback from customers who are utilizing that new experience that\r\n\r\n753\r\n00:48:52,830 --&gt; 00:48:56,250\r\nwe're delivering together and get some real world feedback. Because\r\n\r\n754\r\n00:48:56,620 --&gt; 00:48:59,469\r\nthe same time we've also had a lot of feedback where\r\n\r\n755\r\n00:49:00,100 --&gt; 00:49:05,450\r\nproviding video in a contact center sphere has historically been\r\n\r\n756\r\n00:49:05,450 --&gt; 00:49:09,530\r\nperceived with different thoughts and considerations because it is a\r\n\r\n757\r\n00:49:09,530 --&gt; 00:49:13,040\r\nvisual experience. I think also the last few months, we've\r\n\r\n758\r\n00:49:13,040 --&gt; 00:49:16,560\r\nall learned that the video experience is such an important\r\n\r\n759\r\n00:49:16,560 --&gt; 00:49:19,450\r\nexperience and at the same time, we've all learned how\r\n\r\n760\r\n00:49:19,450 --&gt; 00:49:22,400\r\nto drive video experiences. I can see this changing really\r\n\r\n761\r\n00:49:22,400 --&gt; 00:49:27,230\r\nrapidly in the market that providing customer video experiences into\r\n\r\n762\r\n00:49:27,230 --&gt; 00:49:29,170\r\nthe contact center it's going to become a very key\r\n\r\n763\r\n00:49:29,170 --&gt; 00:49:34,110\r\nway of interacting and engaging and helping customers. The answer\r\n\r\n764\r\n00:49:34,480 --&gt; 00:49:39,860\r\nis not today, but in the near future. I think\r\n\r\n765\r\n00:49:39,860 --&gt; 00:49:42,560\r\nthis is interesting. I mean, from a cloud culture, you\r\n\r\n766\r\n00:49:42,560 --&gt; 00:49:46,700\r\nwant to get there with something that's useful as quickly as\r\n\r\n767\r\n00:49:46,700 --&gt; 00:49:50,830\r\nyou can and then build from that. That's part of\r\n\r\n768\r\n00:49:50,830 --&gt; 00:49:55,430\r\nour approach with Genesys Cloud. This is fantastically useful, what\r\n\r\n769\r\n00:49:55,430 --&gt; 00:50:00,150\r\nwe're going to be offering now. But we got room\r\n\r\n770\r\n00:50:00,150 --&gt; 00:50:05,930\r\nto grow. Oh, this is a first grade step, but\r\n\r\n771\r\n00:50:05,930 --&gt; 00:50:10,110\r\nwe've got a very exciting roadmap that we're looking to develop but\r\n\r\n772\r\n00:50:10,200 --&gt; 00:50:12,330\r\nwe want to make sure it's delivering the right outcomes\r\n\r\n773\r\n00:50:12,330 --&gt; 00:50:22,210\r\nfor our customers. Neil, you want to throw in on that? I think just\r\n\r\n774\r\n00:50:22,210 --&gt; 00:50:26,830\r\nremoving that friction is key to what we're doing. I\r\n\r\n775\r\n00:50:26,830 --&gt; 00:50:28,840\r\ndidn't really have anything more to add. I thought Jeff\r\n\r\n776\r\n00:50:28,900 --&gt; 00:50:36,140\r\ncovered it brilliantly. Okay. One of the things that we hear\r\n\r\n777\r\n00:50:36,140 --&gt; 00:50:40,700\r\nas a recurring question on the customer experience side, it's\r\n\r\n778\r\n00:50:41,430 --&gt; 00:50:49,320\r\na lot of focus on efficiency and how long it\r\n\r\n779\r\n00:50:49,320 --&gt; 00:50:53,060\r\ntakes to resolve issues. Do you think we're going to\r\n\r\n780\r\n00:50:53,060 --&gt; 00:50:58,050\r\nbe seeing any time- savings or improved resolution rate through\r\n\r\n781\r\n00:50:58,070 --&gt; 00:51:06,719\r\nusing these two fantastic cloud solutions together? Randy, I think\r\n\r\n782\r\n00:51:06,719 --&gt; 00:51:10,770\r\nthat's been a key theme of today actually is you\r\n\r\n783\r\n00:51:10,770 --&gt; 00:51:18,260\r\nremove friction, you empower employees across the whole organization. And\r\n\r\n784\r\n00:51:18,260 --&gt; 00:51:21,969\r\nyou let people focus on, I guess, the outcomes they're\r\n\r\n785\r\n00:51:21,969 --&gt; 00:51:25,760\r\ntrying to deliver. That creates efficiencies in its own right.\r\n\r\n786\r\n00:51:26,040 --&gt; 00:51:30,969\r\nThe ability to have that presence, that unified directory and\r\n\r\n787\r\n00:51:30,969 --&gt; 00:51:33,690\r\nthe ability to be able to transfer calls back and\r\n\r\n788\r\n00:51:33,690 --&gt; 00:51:38,580\r\nforth, seamlessly between Zoom Phone and Genesys Cloud without having\r\n\r\n789\r\n00:51:38,580 --&gt; 00:51:40,710\r\nto worry about what number I have to dial or\r\n\r\n790\r\n00:51:40,710 --&gt; 00:51:44,320\r\nwhat extension its on. It's all being able to search\r\n\r\n791\r\n00:51:44,380 --&gt; 00:51:49,430\r\npoint and click type experiences, natively in that desktop that\r\n\r\n792\r\n00:51:49,430 --&gt; 00:52:00,060\r\nhas inherent efficiencies. So the answer is, yes. Great. I\r\n\r\n793\r\n00:52:00,060 --&gt; 00:52:02,730\r\ndo see a question here. This is the last question\r\n\r\n794\r\n00:52:02,730 --&gt; 00:52:06,239\r\nand then we need to move on to winding this up\r\n\r\n795\r\n00:52:06,239 --&gt; 00:52:11,170\r\nis, what are customers doing for archiving and playback of\r\n\r\n796\r\n00:52:11,170 --&gt; 00:52:15,100\r\nthe video- based interactions? Neil. How's that going? I mean\r\n\r\n797\r\n00:52:15,700 --&gt; 00:52:18,280\r\nother than the- Can you repeat that? You broke up,\r\n\r\n798\r\n00:52:18,280 --&gt; 00:52:24,650\r\njust for a second. Sorry. Randy, could you repeat the\r\n\r\n799\r\n00:52:24,650 --&gt; 00:52:29,739\r\nquestion? Oh, yeah. Sorry. I was talking and not listening.\r\n\r\n800\r\n00:52:32,010 --&gt; 00:52:35,510\r\nHow does the solution work with recording? I mean, those\r\n\r\n801\r\n00:52:35,590 --&gt; 00:52:37,380\r\nof us that are our Zoom users we know that\r\n\r\n802\r\n00:52:38,010 --&gt; 00:52:39,880\r\nseems to be one of those things in the settings\r\n\r\n803\r\n00:52:39,880 --&gt; 00:52:42,890\r\nthat you can turn on and off for everything. How's\r\n\r\n804\r\n00:52:42,890 --&gt; 00:52:47,190\r\nthat going? If you are elevating into a Zoom Meeting,\r\n\r\n805\r\n00:52:47,560 --&gt; 00:52:52,380\r\nwe support recording on Zoom Phone as well. There's a\r\n\r\n806\r\n00:52:52,380 --&gt; 00:52:55,640\r\ncouple of different options, we support on- demand recording. It's\r\n\r\n807\r\n00:52:55,640 --&gt; 00:52:58,060\r\nup to the agent or the user to initiate that\r\n\r\n808\r\n00:52:58,060 --&gt; 00:53:02,180\r\nrecording in a meeting or on the phone call. We\r\n\r\n809\r\n00:53:02,180 --&gt; 00:53:05,610\r\nalso support full- time automatic recording. Then you also have\r\n\r\n810\r\n00:53:05,610 --&gt; 00:53:08,960\r\na choice as to where those recordings are stored. If\r\n\r\n811\r\n00:53:08,960 --&gt; 00:53:12,300\r\nit's more ad hoc, less formal, you can have on-\r\n\r\n812\r\n00:53:12,300 --&gt; 00:53:14,540\r\ndemand call recording and have it stored locally on the\r\n\r\n813\r\n00:53:14,540 --&gt; 00:53:18,320\r\nusers PC or they can opt to have it stored\r\n\r\n814\r\n00:53:18,450 --&gt; 00:53:23,270\r\nin Zoom's Cloud. Then once it's been stored, then you\r\n\r\n815\r\n00:53:23,270 --&gt; 00:53:26,550\r\nhave the ability to export it, archive it, set data\r\n\r\n816\r\n00:53:26,550 --&gt; 00:53:30,190\r\nretention policies around it. Then we also have the ability\r\n\r\n817\r\n00:53:30,190 --&gt; 00:53:33,950\r\nto transcribe every recording. If you don't want to go\r\n\r\n818\r\n00:53:33,950 --&gt; 00:53:36,380\r\nback and listen to a Zoom Phone call recording or\r\n\r\n819\r\n00:53:36,380 --&gt; 00:53:40,180\r\na Zoom Meeting recording, we provide automatic transcription services for\r\n\r\n820\r\n00:53:40,180 --&gt; 00:53:43,610\r\nfree, it's part of the plan. I want some of\r\n\r\n821\r\n00:53:43,610 --&gt; 00:53:48,469\r\nthat. I'm going to start using that. All right. We\r\n\r\n822\r\n00:53:48,469 --&gt; 00:53:54,469\r\ngetting close to the end here. Everybody in our market\r\n\r\n823\r\n00:53:54,469 --&gt; 00:53:58,350\r\nis obsessed with digital and AI right now, for customer\r\n\r\n824\r\n00:53:58,350 --&gt; 00:54:01,989\r\nexperience and it's a worthwhile conversation. But we all have\r\n\r\n825\r\n00:54:01,989 --&gt; 00:54:06,810\r\nseen during the disruption that we've been going through this\r\n\r\n826\r\n00:54:06,810 --&gt; 00:54:11,969\r\nyear, that every day, how voice is still important. Especially\r\n\r\n827\r\n00:54:12,280 --&gt; 00:54:14,710\r\nwhen you can escalate that to video and you can\r\n\r\n828\r\n00:54:14,710 --&gt; 00:54:19,890\r\nadd screen- share and these other collaboration channels easily. It's\r\n\r\n829\r\n00:54:19,890 --&gt; 00:54:23,930\r\nthe most reliable way to deal with complex issues. This\r\n\r\n830\r\n00:54:23,930 --&gt; 00:54:27,630\r\nyear it's pushed a lot of limits. Voice is changing\r\n\r\n831\r\n00:54:27,880 --&gt; 00:54:33,790\r\nand it's changing probably forever. Voice with video and collaboration,\r\n\r\n832\r\n00:54:34,080 --&gt; 00:54:39,239\r\nto share views, is now becoming the standard. Zoom shows\r\n\r\n833\r\n00:54:39,239 --&gt; 00:54:43,469\r\nthat the power of flexibility and video collaboration is clear.\r\n\r\n834\r\n00:54:43,580 --&gt; 00:54:47,750\r\nAs two cloud companies, we are embracing the potential that\r\n\r\n835\r\n00:54:47,760 --&gt; 00:54:52,210\r\nAPI integration will let us create. Genesys is pleased to\r\n\r\n836\r\n00:54:52,210 --&gt; 00:54:57,020\r\nstart now. We're bringing customers the flexibility of Zoom Phone\r\n\r\n837\r\n00:54:57,020 --&gt; 00:55:01,330\r\ntoday and yes, that's July. But as we showed, it's\r\n\r\n838\r\n00:55:01,330 --&gt; 00:55:04,610\r\nalready being used by some customers and if you start\r\n\r\n839\r\n00:55:04,610 --&gt; 00:55:07,380\r\npoking around, you'll start seeing signs of it popping up\r\n\r\n840\r\n00:55:07,380 --&gt; 00:55:13,800\r\nall over the place. We're bringing customers onboard, we want\r\n\r\n841\r\n00:55:13,800 --&gt; 00:55:17,330\r\nto share this flexibility with you. We're excited about what's\r\n\r\n842\r\n00:55:17,330 --&gt; 00:55:22,469\r\ngoing to come next and Neil bring it home. All\r\n\r\n843\r\n00:55:22,469 --&gt; 00:55:25,440\r\nright. Well, I just wanted to thank everybody for joining\r\n\r\n844\r\n00:55:25,440 --&gt; 00:55:30,600\r\ntoday's webinar. Zoom is all about connecting people, just like\r\n\r\n845\r\n00:55:30,610 --&gt; 00:55:33,430\r\nGenesys is and we want to eliminate as much friction\r\n\r\n846\r\n00:55:33,430 --&gt; 00:55:37,330\r\nas possible in between all of those interactions. Working closely\r\n\r\n847\r\n00:55:37,330 --&gt; 00:55:40,270\r\nwith Genesys, I think we're bringing the market, this summer,\r\n\r\n848\r\n00:55:40,270 --&gt; 00:55:43,590\r\na best of breed solution to accommodate all of those\r\n\r\n849\r\n00:55:43,590 --&gt; 00:55:47,340\r\ninteractions. I just want to thank Randy, thank Jeff, and\r\n\r\n850\r\n00:55:47,340 --&gt; 00:55:49,410\r\nthe rest of the Genesys team for allowing us to\r\n\r\n851\r\n00:55:49,590 --&gt; 00:55:53,930\r\nbe here today. All right. Thank you. Thank you both.\r\n\r\n852\r\n00:55:55,710 --&gt; 00:56:00,390\r\nHere's that URL. You guys have a great day. Josh,\r\n\r\n853\r\n00:56:01,870 --&gt; 00:56:06,310\r\nwind it up. Will do. Thanks everybody for attending today's\r\n\r\n854\r\n00:56:06,320 --&gt; 00:56:09,330\r\nwebcast. As I mentioned before, if you missed anything throughout\r\n\r\n855\r\n00:56:09,330 --&gt; 00:56:13,290\r\ntoday's presentation, you accidentally joined late, that's okay. Stay tuned,\r\n\r\n856\r\n00:56:13,290 --&gt; 00:56:15,610\r\nwithin the next few business days, you will receive a\r\n\r\n857\r\n00:56:15,610 --&gt; 00:56:17,770\r\nlink to the on- demand recording to view at your\r\n\r\n858\r\n00:56:17,770 --&gt; 00:56:21,469\r\nconvenience. As everybody's already mentioned, and as you can see\r\n\r\n859\r\n00:56:21,469 --&gt; 00:56:24,040\r\non your screen, make sure you check out genesys.com \/\r\n\r\n860\r\n00:56:24,040 --&gt; 00:56:28,080\r\nzoom for additional information. As always until next time, have\r\n\r\n861\r\n00:56:28,080 --&gt; 00:56:28,820\r\na good one, everyone.[mktoform cta_header=\"REGISTER NOW\" cta_button=\"Register Now!\" form_type=\"hot\" cms_hold=\"RG\" cid_id=\"7011T000001t7KLQAY\"]\r\nMeet the Speakers\r\n\r\nNiel Levonius\r\nProduct Marketing Lead\r\nZoom\r\n\r\nRandy Carter\r\nSenior Director, Product Marketing\r\nGenesys\r\n\r\nJeff Wise\r\nVice President, Strategic Alliances\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/go.govloop.com\/cloud-fireside-chat-series.html?utm_source=sponsor&utm_medium=email&utm_campaign=Genesys  &cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">How Gov Can Enhance Customer Experience<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\n(Optional) Pre Header\r\n\r\n[this_page_title]\r\n\r\n(Optional) Sub Title\r\nIntro 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.\r\n\r\n \tI am text block. Click edit button to change this text.\r\n \tLorem ipsum dolor sit amet, consectetur adipiscing elit.\r\n \tUt elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.I am text block.\r\n \tClick edit button to change this text. Lorem ipsum dolor sit amet, consectetur adipiscing elit.\r\n \tUt elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.\r\n\r\nI 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\"]\r\nMeet the Speakers\r\n\r\nSpeaker Name\r\nSpeaker Title LIne 1\r\nSpeaker Title Line 2\r\nSpeaker Company\r\n\r\nSpeaker Name\r\nSpeaker Title LIne 1\r\nSpeaker Title Line 2\r\nSpeaker Company\r\n\r\nSpeaker Name\r\nSpeaker Title LIne 1\r\nSpeaker Title Line 2\r\nSpeaker Company\r\n\r\nSpeaker Name\r\nSpeaker Title LIne 1\r\nSpeaker Title Line 2\r\nSpeaker Company\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Best Practice,Customer,Genesys Cloud,genesys cloud cx\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/managing-change-from-on-premises-to-cloud?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Best Practice Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Managing change: From on-premises to cloud<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nBest Practice Webinar\r\n\r\nManaging change: From on-premises to cloud\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]Moving from an existing on-premises contact center solution to a modern cloud architecture doesn\u2019t have to be intimidating. A smart change management strategy lets you identify potential stumbling blocks and prepare to reach your organization\u2019s goals.\r\n\r\nJoin Genesys strategic business consultant Jodi Thompson for a roundtable discussion with Genesys customers who have been there and done that. You\u2019ll learn:\r\n\r\n \tEssential components of managing change before, during and after a move to new contact center technology\r\n \tLessons learned including what customers wished they had done differently\r\n \tHow personalized migration plans and the Genesys team made it easier to navigate change\r\n\r\nBetter customer and employee experiences await. Take the next step by registering today.[cutoff co_thick=\"2px\"]1\r\n00:00:04,850 --&gt; 00:00:06,630\r\nGood morning, evening and afternoon\r\n\r\n2\r\n00:00:06,630 --&gt; 00:00:08,100\r\neveryone. My name is Josh\r\n\r\n3\r\n00:00:08,100 --&gt; 00:00:09,060\r\nReed and I'm going to\r\n\r\n4\r\n00:00:09,060 --&gt; 00:00:10,140\r\nbe one of the moderators\r\n\r\n5\r\n00:00:10,140 --&gt; 00:00:12,120\r\nfor today's presentation and let\r\n\r\n6\r\n00:00:12,120 --&gt; 00:00:12,780\r\nme be the first to\r\n\r\n7\r\n00:00:12,910 --&gt; 00:00:13,880\r\nwelcome you to our on\r\n\r\n8\r\n00:00:13,880 --&gt; 00:00:16,570\r\ndemand webinar, managing change from\r\n\r\n9\r\n00:00:16,570 --&gt; 00:00:19,190\r\non premises to cloud. As\r\n\r\n10\r\n00:00:19,190 --&gt; 00:00:19,950\r\nper usual, I'm going to\r\n\r\n11\r\n00:00:19,950 --&gt; 00:00:21,010\r\nkeep this short and sweet,\r\n\r\n12\r\n00:00:21,010 --&gt; 00:00:21,500\r\nbut we do have a\r\n\r\n13\r\n00:00:21,500 --&gt; 00:00:22,910\r\ncouple of housekeeping items I\r\n\r\n14\r\n00:00:22,910 --&gt; 00:00:23,820\r\nwant to cover before we\r\n\r\n15\r\n00:00:23,820 --&gt; 00:00:25,700\r\nget started. First off, if\r\n\r\n16\r\n00:00:25,700 --&gt; 00:00:27,510\r\nyou experience any problems viewing\r\n\r\n17\r\n00:00:27,510 --&gt; 00:00:29,130\r\nor listening to today's presentation,\r\n\r\n18\r\n00:00:29,400 --&gt; 00:00:30,630\r\nrefresh your browser and make\r\n\r\n19\r\n00:00:30,630 --&gt; 00:00:31,310\r\nsure that it's up to\r\n\r\n20\r\n00:00:31,310 --&gt; 00:00:33,240\r\ndate to support HTML5 as\r\n\r\n21\r\n00:00:33,240 --&gt; 00:00:34,710\r\nthis usually fixes any console\r\n\r\n22\r\n00:00:34,710 --&gt; 00:00:36,270\r\nissues. It also might help\r\n\r\n23\r\n00:00:36,270 --&gt; 00:00:36,980\r\nto switch over to something\r\n\r\n24\r\n00:00:37,250 --&gt; 00:00:39,100\r\nlike Chrome or Mozilla Firefox\r\n\r\n25\r\n00:00:39,100 --&gt; 00:00:40,210\r\nas well, as these are\r\n\r\n26\r\n00:00:40,210 --&gt; 00:00:41,520\r\nthe best browsers to support\r\n\r\n27\r\n00:00:41,520 --&gt; 00:00:44,640\r\nthe Webcast platform. And also\r\n\r\n28\r\n00:00:44,640 --&gt; 00:00:45,830\r\nnote that we encourage you\r\n\r\n29\r\n00:00:45,830 --&gt; 00:00:47,410\r\nto submit questions to the Q&amp;\r\n\r\n30\r\n00:00:47,730 --&gt; 00:00:48,620\r\nA window in the top\r\n\r\n31\r\n00:00:48,670 --&gt; 00:00:49,870\r\nmiddle of your screen, although\r\n\r\n32\r\n00:00:49,870 --&gt; 00:00:50,820\r\nthis is an on demand\r\n\r\n33\r\n00:00:50,820 --&gt; 00:00:52,690\r\nrecording, we will gather your\r\n\r\n34\r\n00:00:52,690 --&gt; 00:00:54,210\r\nquestions after the fact and\r\n\r\n35\r\n00:00:54,210 --&gt; 00:00:55,770\r\nrespond as promptly as we\r\n\r\n36\r\n00:00:55,770 --&gt; 00:00:56,810\r\ncan within the next few\r\n\r\n37\r\n00:00:56,810 --&gt; 00:00:58,160\r\nbusiness days. So if you hear\r\n\r\n38\r\n00:00:58,160 --&gt; 00:00:59,590\r\nanything throughout the presentation you\r\n\r\n39\r\n00:00:59,590 --&gt; 00:01:00,520\r\nwant to learn more about,\r\n\r\n40\r\n00:01:00,520 --&gt; 00:01:01,730\r\nbe sure to throw those questions\r\n\r\n41\r\n00:01:01,730 --&gt; 00:01:04,150\r\nin there. Also note that\r\n\r\n42\r\n00:01:04,190 --&gt; 00:01:05,570\r\nthis is on demand, so you\r\n\r\n43\r\n00:01:05,570 --&gt; 00:01:08,110\r\nhave full playback capabilities. If\r\n\r\n44\r\n00:01:08,110 --&gt; 00:01:09,230\r\nyou miss anything, need to\r\n\r\n45\r\n00:01:09,230 --&gt; 00:01:10,680\r\nstop and take a meeting\r\n\r\n46\r\n00:01:10,680 --&gt; 00:01:11,700\r\nor anything like that, that's\r\n\r\n47\r\n00:01:11,700 --&gt; 00:01:13,660\r\ncompletely fine. You can pause,\r\n\r\n48\r\n00:01:13,660 --&gt; 00:01:14,970\r\ncome back later, it's all\r\n\r\n49\r\n00:01:14,970 --&gt; 00:01:18,220\r\nup to your convenience. As\r\n\r\n50\r\n00:01:18,220 --&gt; 00:01:19,500\r\nI said, short and sweet.\r\n\r\n51\r\n00:01:20,020 --&gt; 00:01:21,670\r\nSo I'm excited to introduce\r\n\r\n52\r\n00:01:21,670 --&gt; 00:01:23,470\r\nour panel today. We have\r\n\r\n53\r\n00:01:23,470 --&gt; 00:01:25,360\r\nmy partner in crime here,\r\n\r\n54\r\n00:01:25,360 --&gt; 00:01:26,830\r\nJody Thompson, she is going\r\n\r\n55\r\n00:01:26,830 --&gt; 00:01:27,680\r\nto be one of the\r\n\r\n56\r\n00:01:27,680 --&gt; 00:01:29,490\r\nmoderators for today's- Presentation. She's\r\n\r\n57\r\n00:01:29,490 --&gt; 00:01:31,800\r\nthe Senior Principal Business Consultant\r\n\r\n58\r\n00:01:31,800 --&gt; 00:01:33,370\r\nhere at Genesys. We also\r\n\r\n59\r\n00:01:33,370 --&gt; 00:01:35,450\r\nhave Laurie Bachland, the President\r\n\r\n60\r\n00:01:35,450 --&gt; 00:01:37,410\r\nof Strategic Contact. As well\r\n\r\n61\r\n00:01:37,410 --&gt; 00:01:39,300\r\nas two of our special\r\n\r\n62\r\n00:01:39,300 --&gt; 00:01:40,970\r\ncustomers from Coke Business Solutions.\r\n\r\n63\r\n00:01:40,970 --&gt; 00:01:42,470\r\nWe have Julie Hopkins, the\r\n\r\n64\r\n00:01:42,470 --&gt; 00:01:44,730\r\nProject Manager and Dean the\r\n\r\n65\r\n00:01:44,730 --&gt; 00:01:47,370\r\nPlatform Architect. So with all\r\n\r\n66\r\n00:01:47,370 --&gt; 00:01:48,800\r\nthat being said, I'm actually\r\n\r\n67\r\n00:01:48,800 --&gt; 00:01:50,210\r\ngoing to hand things off to\r\n\r\n68\r\n00:01:50,210 --&gt; 00:01:51,400\r\nJody today to kick off\r\n\r\n69\r\n00:01:51,480 --&gt; 00:01:53,150\r\nthe conversation. Jody, the floor\r\n\r\n70\r\n00:01:53,150 --&gt; 00:01:55,980\r\nis yours. Thank you. Hi\r\n\r\n71\r\n00:01:55,980 --&gt; 00:01:57,310\r\neveryone, great to see you\r\n\r\n72\r\n00:01:57,640 --&gt; 00:01:59,550\r\nagain. So let's talk about\r\n\r\n73\r\n00:01:59,550 --&gt; 00:02:01,050\r\nchange. First of all, what\r\n\r\n74\r\n00:02:01,050 --&gt; 00:02:01,780\r\nI wanted to do is\r\n\r\n75\r\n00:02:01,870 --&gt; 00:02:03,660\r\nkick things off regarding level\r\n\r\n76\r\n00:02:03,660 --&gt; 00:02:05,720\r\nsetting, what change management is.\r\n\r\n77\r\n00:02:05,720 --&gt; 00:02:07,740\r\nSo change management is about\r\n\r\n78\r\n00:02:07,740 --&gt; 00:02:11,090\r\nensuring individuals and organizational adoption\r\n\r\n79\r\n00:02:11,090 --&gt; 00:02:13,710\r\nof new technology. Also, about\r\n\r\n80\r\n00:02:13,770 --&gt; 00:02:16,580\r\nadoption of processes, roles, culture,\r\n\r\n81\r\n00:02:16,780 --&gt; 00:02:18,110\r\nall of that that comes\r\n\r\n82\r\n00:02:18,110 --&gt; 00:02:20,130\r\nwith a contact center migration.\r\n\r\n83\r\n00:02:20,690 --&gt; 00:02:22,500\r\nSo whether change is perceived\r\n\r\n84\r\n00:02:22,500 --&gt; 00:02:24,730\r\nas simple or complex, anticipating,\r\n\r\n85\r\n00:02:24,820 --&gt; 00:02:26,240\r\npreparing and manning for change\r\n\r\n86\r\n00:02:26,240 --&gt; 00:02:28,410\r\nis essential to any organization\r\n\r\n87\r\n00:02:28,410 --&gt; 00:02:30,770\r\nas we've discussed. One of\r\n\r\n88\r\n00:02:30,770 --&gt; 00:02:31,750\r\nthe... I'm sorry, two of\r\n\r\n89\r\n00:02:31,830 --&gt; 00:02:32,990\r\nthe top questions I hear\r\n\r\n90\r\n00:02:32,990 --&gt; 00:02:36,520\r\nfrom customers is\" Why do\r\n\r\n91\r\n00:02:36,520 --&gt; 00:02:37,820\r\nchange management in the first\r\n\r\n92\r\n00:02:37,820 --&gt; 00:02:39,450\r\nplace?\" And also, \" How do\r\n\r\n93\r\n00:02:39,450 --&gt; 00:02:41,570\r\nother companies do change management?\"\r\n\r\n94\r\n00:02:41,910 --&gt; 00:02:44,050\r\nSo for today's conversation and\r\n\r\n95\r\n00:02:44,050 --&gt; 00:02:45,500\r\nwe've talked about it before,\r\n\r\n96\r\n00:02:45,630 --&gt; 00:02:46,390\r\nwe want to get your\r\n\r\n97\r\n00:02:46,390 --&gt; 00:02:48,500\r\nfeedback and your insight. So\r\n\r\n98\r\n00:02:48,500 --&gt; 00:02:49,420\r\nI'm going to kick things\r\n\r\n99\r\n00:02:49,420 --&gt; 00:02:51,470\r\nover first to Laurie, and\r\n\r\n100\r\n00:02:51,470 --&gt; 00:02:53,380\r\nask Laurie and then Julie,\r\n\r\n101\r\n00:02:53,920 --&gt; 00:02:55,470\r\ncan you share with us\r\n\r\n102\r\n00:02:56,180 --&gt; 00:02:59,050\r\nwhat... about what change management\r\n\r\n103\r\n00:02:59,050 --&gt; 00:03:01,970\r\nmeans to you? Yeah. Thank\r\n\r\n104\r\n00:03:01,970 --&gt; 00:03:06,360\r\nyou... It's one of my\r\n\r\n105\r\n00:03:06,360 --&gt; 00:03:08,300\r\nfavorite topics. I got trained\r\n\r\n106\r\n00:03:08,300 --&gt; 00:03:09,150\r\nin it a long time\r\n\r\n107\r\n00:03:09,150 --&gt; 00:03:10,720\r\nago and get to apply it\r\n\r\n108\r\n00:03:10,720 --&gt; 00:03:12,130\r\non projects all the time\r\n\r\n109\r\n00:03:12,130 --&gt; 00:03:13,230\r\nas a consultant, I've worked\r\n\r\n110\r\n00:03:13,230 --&gt; 00:03:13,980\r\nwith a lot of different\r\n\r\n111\r\n00:03:13,980 --&gt; 00:03:16,450\r\ncompanies. When I'm helping clients\r\n\r\n112\r\n00:03:16,450 --&gt; 00:03:17,970\r\nunderstand what we're talking about\r\n\r\n113\r\n00:03:17,970 --&gt; 00:03:19,660\r\nwith change management, we say\r\n\r\n114\r\n00:03:19,660 --&gt; 00:03:21,080\r\nit's concepts and tools. Everyone\r\n\r\n115\r\n00:03:21,570 --&gt; 00:03:23,670\r\nunderstands that project management concept,\r\n\r\n116\r\n00:03:24,080 --&gt; 00:03:25,710\r\nbut this is about helping,\r\n\r\n117\r\n00:03:25,710 --&gt; 00:03:27,640\r\nas you said, individuals and\r\n\r\n118\r\n00:03:27,640 --&gt; 00:03:29,480\r\ngroups change. I like to\r\n\r\n119\r\n00:03:29,480 --&gt; 00:03:30,160\r\nthink of it as a\r\n\r\n120\r\n00:03:30,160 --&gt; 00:03:31,640\r\njourney. Any project you're on\r\n\r\n121\r\n00:03:31,710 --&gt; 00:03:33,230\r\na journey, and you want\r\n\r\n122\r\n00:03:33,230 --&gt; 00:03:35,040\r\nto bring everybody along successfully\r\n\r\n123\r\n00:03:35,040 --&gt; 00:03:37,050\r\nto that target destination, and\r\n\r\n124\r\n00:03:37,550 --&gt; 00:03:38,350\r\nyou're going to hit some\r\n\r\n125\r\n00:03:38,350 --&gt; 00:03:39,320\r\nbumps. You're going to have\r\n\r\n126\r\n00:03:39,320 --&gt; 00:03:40,900\r\nsome detours along the way\r\n\r\n127\r\n00:03:41,170 --&gt; 00:03:42,730\r\nand change management really helps\r\n\r\n128\r\n00:03:42,730 --&gt; 00:03:44,790\r\neverybody adjust and adapt as\r\n\r\n129\r\n00:03:44,790 --&gt; 00:03:45,760\r\nyou go on that journey,\r\n\r\n130\r\n00:03:45,760 --&gt; 00:03:47,110\r\nand still hopefully end up\r\n\r\n131\r\n00:03:47,110 --&gt; 00:03:48,420\r\nat the right place together\r\n\r\n132\r\n00:03:48,420 --&gt; 00:03:49,780\r\nand able to get the\r\n\r\n133\r\n00:03:49,780 --&gt; 00:03:52,410\r\nbenefits of that change. Good.\r\n\r\n134\r\n00:03:52,800 --&gt; 00:03:54,330\r\nLaurie, what's your insight to\r\n\r\n135\r\n00:03:54,400 --&gt; 00:03:58,410\r\nshare? Yeah, thanks Laurie and so\r\n\r\n136\r\n00:03:58,660 --&gt; 00:03:59,540\r\nwhen I look at change\r\n\r\n137\r\n00:03:59,540 --&gt; 00:04:01,420\r\nmanagement, I kind of... well\r\n\r\n138\r\n00:04:01,420 --&gt; 00:04:02,680\r\nI'm a project manager, so\r\n\r\n139\r\n00:04:02,680 --&gt; 00:04:03,440\r\nI view it from a\r\n\r\n140\r\n00:04:03,440 --&gt; 00:04:05,870\r\nproject management and customer perspective.\r\n\r\n141\r\n00:04:06,430 --&gt; 00:04:07,810\r\nSo anytime there is a\r\n\r\n142\r\n00:04:07,810 --&gt; 00:04:09,860\r\nproject, there will be organizational\r\n\r\n143\r\n00:04:09,860 --&gt; 00:04:11,620\r\nchanges that'll have to be\r\n\r\n144\r\n00:04:11,620 --&gt; 00:04:13,100\r\nthought through from a customer\r\n\r\n145\r\n00:04:13,100 --&gt; 00:04:15,420\r\nperspective and to Laurie's point,\r\n\r\n146\r\n00:04:15,420 --&gt; 00:04:17,040\r\nit's about identifying that bunch\r\n\r\n147\r\n00:04:17,040 --&gt; 00:04:19,330\r\nof people in a project.\r\n\r\n148\r\n00:04:19,330 --&gt; 00:04:20,460\r\nWe call those the stake\r\n\r\n149\r\n00:04:20,460 --&gt; 00:04:21,850\r\nholders, and getting them bought\r\n\r\n150\r\n00:04:21,850 --&gt; 00:04:23,640\r\ninto that vision and why\r\n\r\n151\r\n00:04:23,640 --&gt; 00:04:24,960\r\nthe change is needed in\r\n\r\n152\r\n00:04:24,960 --&gt; 00:04:26,440\r\ndetermining the plan on how\r\n\r\n153\r\n00:04:26,440 --&gt; 00:04:27,900\r\nto get them to that\r\n\r\n154\r\n00:04:28,730 --&gt; 00:04:30,570\r\ndesired state. So I feel\r\n\r\n155\r\n00:04:30,570 --&gt; 00:04:32,150\r\nlike if you can create\r\n\r\n156\r\n00:04:32,150 --&gt; 00:04:33,720\r\na framework or guard rails\r\n\r\n157\r\n00:04:33,720 --&gt; 00:04:35,900\r\naround that process, that really\r\n\r\n158\r\n00:04:35,900 --&gt; 00:04:38,160\r\nis very beneficial for organizations\r\n\r\n159\r\n00:04:38,160 --&gt; 00:04:39,430\r\nto be able to obtain\r\n\r\n160\r\n00:04:39,800 --&gt; 00:04:40,680\r\nand get to the goals\r\n\r\n161\r\n00:04:40,680 --&gt; 00:04:43,790\r\nof change management. Okay great.\r\n\r\n162\r\n00:04:43,790 --&gt; 00:04:45,330\r\nSo we heard some keywords\r\n\r\n163\r\n00:04:45,330 --&gt; 00:04:46,960\r\nsuch as guardrails, which I\r\n\r\n164\r\n00:04:46,960 --&gt; 00:04:48,620\r\nreally like that phrase and\r\n\r\n165\r\n00:04:48,980 --&gt; 00:04:50,390\r\neverything that was shared so\r\n\r\n166\r\n00:04:50,390 --&gt; 00:04:52,020\r\nfar. But let's talk about\r\n\r\n167\r\n00:04:52,020 --&gt; 00:04:54,130\r\nreal world experiences, so Dean,\r\n\r\n168\r\n00:04:54,730 --&gt; 00:04:55,530\r\nwe'd like to hear from\r\n\r\n169\r\n00:04:55,530 --&gt; 00:04:57,260\r\nyou regarding change management, but\r\n\r\n170\r\n00:04:57,260 --&gt; 00:04:58,180\r\nfirst, can you give us\r\n\r\n171\r\n00:04:58,180 --&gt; 00:04:58,930\r\na little bit of a\r\n\r\n172\r\n00:04:58,930 --&gt; 00:05:00,920\r\nbackground as to what exactly\r\n\r\n173\r\n00:05:00,920 --&gt; 00:05:02,430\r\nwhat was driving change at\r\n\r\n174\r\n00:05:02,830 --&gt; 00:05:05,130\r\nCoke Global Solutions and address\r\n\r\n175\r\n00:05:05,130 --&gt; 00:05:07,070\r\nwhy change management became such\r\n\r\n176\r\n00:05:07,070 --&gt; 00:05:08,620\r\nan essential part of your\r\n\r\n177\r\n00:05:08,620 --&gt; 00:05:10,880\r\norganization. So if you'd like,\r\n\r\n178\r\n00:05:11,160 --&gt; 00:05:12,290\r\nI will push forward that\r\n\r\n179\r\n00:05:12,290 --&gt; 00:05:14,410\r\nfirst slide and you can\r\n\r\n180\r\n00:05:14,700 --&gt; 00:05:17,180\r\ngive us some background. Sure.\r\n\r\n181\r\n00:05:18,160 --&gt; 00:05:19,700\r\nSo yeah, we were doing\r\n\r\n182\r\n00:05:19,700 --&gt; 00:05:21,340\r\na couple of things with\r\n\r\n183\r\n00:05:21,340 --&gt; 00:05:22,600\r\nthis project. So I was\r\n\r\n184\r\n00:05:22,800 --&gt; 00:05:24,180\r\nobviously the technical resource for\r\n\r\n185\r\n00:05:24,180 --&gt; 00:05:25,640\r\nthe project and Joy was\r\n\r\n186\r\n00:05:25,640 --&gt; 00:05:27,610\r\nmy PM that coordinated the\r\n\r\n187\r\n00:05:29,820 --&gt; 00:05:34,810\r\nproject. This particular piece of\r\n\r\n188\r\n00:05:34,810 --&gt; 00:05:35,760\r\nthe project was part of\r\n\r\n189\r\n00:05:35,800 --&gt; 00:05:36,870\r\nI guess a program, which\r\n\r\n190\r\n00:05:36,870 --&gt; 00:05:38,110\r\nwas a larger effort to\r\n\r\n191\r\n00:05:39,030 --&gt; 00:05:40,580\r\nbring Coke forward off of\r\n\r\n192\r\n00:05:40,580 --&gt; 00:05:42,520\r\npremise based infrastructure, some pretty\r\n\r\n193\r\n00:05:42,520 --&gt; 00:05:44,010\r\ncommon infrastructure. I think a lot of people\r\n\r\n194\r\n00:05:44,010 --&gt; 00:05:46,050\r\nwill recognize and get into\r\n\r\n195\r\n00:05:47,290 --&gt; 00:05:52,290\r\ncloud services platform, Genesys being\r\n\r\n196\r\n00:05:52,290 --&gt; 00:05:53,190\r\none of those. It was\r\n\r\n197\r\n00:05:53,190 --&gt; 00:05:55,260\r\nseveral things going on, but\r\n\r\n198\r\n00:05:55,260 --&gt; 00:05:58,850\r\nGenesys was obviously the focus\r\n\r\n199\r\n00:05:59,110 --&gt; 00:06:00,190\r\nthat I had. So what\r\n\r\n200\r\n00:06:01,620 --&gt; 00:06:03,780\r\nthis slide illustrates the larger\r\n\r\n201\r\n00:06:03,780 --&gt; 00:06:05,320\r\nfootprint that we have for\r\n\r\n202\r\n00:06:05,320 --&gt; 00:06:08,020\r\nCoke Global Services that we\r\n\r\n203\r\n00:06:08,020 --&gt; 00:06:10,690\r\nprovide to our customers to\r\n\r\n204\r\n00:06:10,690 --&gt; 00:06:13,210\r\ncontact service contact center capability.\r\n\r\n205\r\n00:06:13,990 --&gt; 00:06:15,100\r\nThese are some of the\r\n\r\n206\r\n00:06:15,720 --&gt; 00:06:18,200\r\nsister companies that we support\r\n\r\n207\r\n00:06:18,200 --&gt; 00:06:19,550\r\nin that effort. The next\r\n\r\n208\r\n00:06:19,550 --&gt; 00:06:20,490\r\nslide is the one that\r\n\r\n209\r\n00:06:20,680 --&gt; 00:06:22,530\r\nillustrates the actual project that\r\n\r\n210\r\n00:06:23,260 --&gt; 00:06:24,650\r\nJulie and I had worked on,\r\n\r\n211\r\n00:06:25,930 --&gt; 00:06:27,570\r\nand what we were doing\r\n\r\n212\r\n00:06:27,570 --&gt; 00:06:29,360\r\nwith this piece of that\r\n\r\n213\r\n00:06:29,360 --&gt; 00:06:33,110\r\nlarger project was consolidating two...\r\n\r\n214\r\n00:06:33,770 --&gt; 00:06:35,060\r\nup to that point, consolidating\r\n\r\n215\r\n00:06:35,060 --&gt; 00:06:37,020\r\ntwo separate workflows, one being\r\n\r\n216\r\n00:06:37,020 --&gt; 00:06:38,220\r\nHR and one being IT.\r\n\r\n217\r\n00:06:39,710 --&gt; 00:06:42,840\r\nTraditional inbound contact centers, pretty\r\n\r\n218\r\n00:06:42,840 --&gt; 00:06:46,390\r\nstandard stuff. The HR... excuse\r\n\r\n219\r\n00:06:46,390 --&gt; 00:06:47,740\r\nme, the IT portion of\r\n\r\n220\r\n00:06:47,740 --&gt; 00:06:49,230\r\nthat was already semi global.\r\n\r\n221\r\n00:06:49,230 --&gt; 00:06:50,930\r\nWe had offices in Singapore\r\n\r\n222\r\n00:06:50,930 --&gt; 00:06:53,100\r\nand China, and as part\r\n\r\n223\r\n00:06:53,100 --&gt; 00:06:54,510\r\nof this project, we opened\r\n\r\n224\r\n00:06:54,520 --&gt; 00:06:56,780\r\nup three new offices all at\r\n\r\n225\r\n00:06:56,810 --&gt; 00:06:58,340\r\nthe same time migrating them\r\n\r\n226\r\n00:06:58,420 --&gt; 00:07:01,470\r\nonto Pure Cloud, which I\r\n\r\n227\r\n00:07:01,470 --&gt; 00:07:02,960\r\nguess is now Genesys Cloud.\r\n\r\n228\r\n00:07:03,720 --&gt; 00:07:04,880\r\nSo there was quite a\r\n\r\n229\r\n00:07:04,880 --&gt; 00:07:07,260\r\nbit of change going on\r\n\r\n230\r\n00:07:07,730 --&gt; 00:07:08,440\r\nas we went through that.\r\n\r\n231\r\n00:07:11,200 --&gt; 00:07:12,600\r\nWith that change, what was one of the things\r\n\r\n232\r\n00:07:13,320 --&gt; 00:07:14,570\r\nthat made change easier for\r\n\r\n233\r\n00:07:14,570 --&gt; 00:07:19,600\r\nyour organization regarding technology? Well\r\n\r\n234\r\n00:07:19,600 --&gt; 00:07:23,410\r\nlike Julie mentioned, having high\r\n\r\n235\r\n00:07:23,410 --&gt; 00:07:25,230\r\nlevel adoption, having a strategy\r\n\r\n236\r\n00:07:25,230 --&gt; 00:07:28,970\r\nthat we were performing under...\r\n\r\n237\r\n00:07:30,240 --&gt; 00:07:31,650\r\nreally helped us out there.\r\n\r\n238\r\n00:07:31,830 --&gt; 00:07:33,360\r\nHaving that buy in from\r\n\r\n239\r\n00:07:33,360 --&gt; 00:07:36,340\r\na high level that this\r\n\r\n240\r\n00:07:36,340 --&gt; 00:07:37,550\r\nis the strategy, this is\r\n\r\n241\r\n00:07:37,550 --&gt; 00:07:40,810\r\nwhat we're doing and understand\r\n\r\n242\r\n00:07:40,810 --&gt; 00:07:42,290\r\nthat this is part of\r\n\r\n243\r\n00:07:42,290 --&gt; 00:07:43,640\r\na very larger effort. Okay.\r\n\r\n244\r\n00:07:44,500 --&gt; 00:07:45,400\r\nSo that was a big\r\n\r\n245\r\n00:07:45,400 --&gt; 00:07:48,100\r\npiece of it. So were\r\n\r\n246\r\n00:07:48,100 --&gt; 00:07:49,750\r\nthere any top of mind concerns\r\n\r\n247\r\n00:07:49,750 --&gt; 00:07:52,040\r\ncoming to the forefront when\r\n\r\n248\r\n00:07:52,040 --&gt; 00:07:52,820\r\nyou were looking at the\r\n\r\n249\r\n00:07:52,820 --&gt; 00:07:58,280\r\nentire migration process? So probably\r\n\r\n250\r\n00:07:58,280 --&gt; 00:08:00,060\r\nsome of the big concerns,\r\n\r\n251\r\n00:08:00,060 --&gt; 00:08:01,050\r\nwe had a good grip\r\n\r\n252\r\n00:08:01,050 --&gt; 00:08:02,760\r\non the technology. We had\r\n\r\n253\r\n00:08:02,760 --&gt; 00:08:04,240\r\nbeen using it for quite\r\n\r\n254\r\n00:08:04,240 --&gt; 00:08:05,700\r\nsome time, well for about\r\n\r\n255\r\n00:08:05,700 --&gt; 00:08:06,190\r\na year and a half\r\n\r\n256\r\n00:08:06,190 --&gt; 00:08:09,650\r\nup to this point. The concern\r\n\r\n257\r\n00:08:09,650 --&gt; 00:08:11,570\r\nthat we had for rolling\r\n\r\n258\r\n00:08:11,570 --&gt; 00:08:12,440\r\nit out was probably more\r\n\r\n259\r\n00:08:12,440 --&gt; 00:08:13,660\r\nof a bottom up concern,\r\n\r\n260\r\n00:08:13,660 --&gt; 00:08:15,900\r\nwhich was the training aspect\r\n\r\n261\r\n00:08:15,900 --&gt; 00:08:18,060\r\nin getting the users comfortable\r\n\r\n262\r\n00:08:18,060 --&gt; 00:08:19,320\r\nwith the application. Some of\r\n\r\n263\r\n00:08:19,320 --&gt; 00:08:21,340\r\nthem were coming from well\r\n\r\n264\r\n00:08:21,340 --&gt; 00:08:23,120\r\nknown or well understood platforms\r\n\r\n265\r\n00:08:23,120 --&gt; 00:08:24,100\r\nthat they really liked and\r\n\r\n266\r\n00:08:24,100 --&gt; 00:08:26,730\r\nhad a good comfort... sense\r\n\r\n267\r\n00:08:26,730 --&gt; 00:08:28,890\r\nof comfort around, and so\r\n\r\n268\r\n00:08:28,890 --&gt; 00:08:30,600\r\nin order to address that,\r\n\r\n269\r\n00:08:30,600 --&gt; 00:08:32,590\r\nwe adopted a train to\r\n\r\n270\r\n00:08:32,590 --&gt; 00:08:36,460\r\ntrainer mentality. Where we worked,\r\n\r\n271\r\n00:08:36,460 --&gt; 00:08:37,420\r\nJulie and I and then the\r\n\r\n272\r\n00:08:37,420 --&gt; 00:08:38,870\r\nrest of the project worked\r\n\r\n273\r\n00:08:38,870 --&gt; 00:08:40,160\r\nwith what we called early\r\n\r\n274\r\n00:08:40,160 --&gt; 00:08:42,560\r\nadopters or power users. We\r\n\r\n275\r\n00:08:42,570 --&gt; 00:08:43,760\r\ngot them into the platform\r\n\r\n276\r\n00:08:43,760 --&gt; 00:08:45,130\r\nearly, we trained them, we\r\n\r\n277\r\n00:08:45,940 --&gt; 00:08:46,920\r\ngot them to feel good\r\n\r\n278\r\n00:08:46,920 --&gt; 00:08:48,270\r\nabout it so that they could\r\n\r\n279\r\n00:08:48,270 --&gt; 00:08:50,370\r\nthen go back to their\r\n\r\n280\r\n00:08:50,370 --&gt; 00:08:52,250\r\nteams and be the people\r\n\r\n281\r\n00:08:52,250 --&gt; 00:08:54,580\r\nthat really represented back to\r\n\r\n282\r\n00:08:54,580 --&gt; 00:09:00,130\r\nthe end users. Part of this was that your technical change was because\r\n\r\n283\r\n00:09:00,510 --&gt; 00:09:02,900\r\nthe system was aging and\r\n\r\n284\r\n00:09:02,900 --&gt; 00:09:04,300\r\nmoving towards end of life\r\n\r\n285\r\n00:09:04,300 --&gt; 00:09:05,700\r\nsupport, so that's part of\r\n\r\n286\r\n00:09:05,700 --&gt; 00:09:06,670\r\nwhy you needed to make\r\n\r\n287\r\n00:09:06,670 --&gt; 00:09:10,330\r\nthe change, correct? Yes. Correct.\r\n\r\n288\r\n00:09:10,330 --&gt; 00:09:12,500\r\nWe had as an organization\r\n\r\n289\r\n00:09:12,500 --&gt; 00:09:13,370\r\nat a very high level\r\n\r\n290\r\n00:09:13,490 --&gt; 00:09:15,310\r\nhad adopted a cloud first\r\n\r\n291\r\n00:09:15,740 --&gt; 00:09:17,920\r\nstrategy, just across all IT\r\n\r\n292\r\n00:09:17,920 --&gt; 00:09:19,350\r\nservices, all IT delivery and\r\n\r\n293\r\n00:09:19,560 --&gt; 00:09:22,640\r\nthis was a piece of that. Okay and Julie,\r\n\r\n294\r\n00:09:22,640 --&gt; 00:09:24,110\r\ncan you add anything addition\r\n\r\n295\r\n00:09:24,110 --&gt; 00:09:24,710\r\nto that, some of the\r\n\r\n296\r\n00:09:24,710 --&gt; 00:09:26,720\r\ntype of mind concerns that\r\n\r\n297\r\n00:09:26,720 --&gt; 00:09:28,610\r\ncame when you were moving\r\n\r\n298\r\n00:09:28,610 --&gt; 00:09:32,850\r\nforward with this migration? Yeah.\r\n\r\n299\r\n00:09:32,850 --&gt; 00:09:35,510\r\nWell number one, it's global\r\n\r\n300\r\n00:09:35,510 --&gt; 00:09:37,700\r\nchange, right? So we had\r\n\r\n301\r\n00:09:37,700 --&gt; 00:09:39,100\r\nlanguages that we needed to\r\n\r\n302\r\n00:09:39,100 --&gt; 00:09:42,710\r\nverse across and so that\r\n\r\n303\r\n00:09:42,710 --&gt; 00:09:45,210\r\nmade it particularly difficult was\r\n\r\n304\r\n00:09:45,770 --&gt; 00:09:49,820\r\nthat language barrier. Okay. Anything\r\n\r\n305\r\n00:09:49,820 --&gt; 00:09:51,690\r\nelse? is funny that Julie\r\n\r\n306\r\n00:09:51,690 --&gt; 00:09:54,130\r\nmentioned that because initially, I\r\n\r\n307\r\n00:09:54,130 --&gt; 00:09:54,960\r\ndidn't see that as a\r\n\r\n308\r\n00:09:54,960 --&gt; 00:09:56,110\r\nconcern. I didn't know enough\r\n\r\n309\r\n00:09:56,110 --&gt; 00:09:57,170\r\nabout it to be concerned\r\n\r\n310\r\n00:09:57,170 --&gt; 00:09:59,000\r\nit at the time, and\r\n\r\n311\r\n00:09:59,000 --&gt; 00:10:00,370\r\nthen as we started getting\r\n\r\n312\r\n00:10:00,370 --&gt; 00:10:02,140\r\ninto it, then it became\r\n\r\n313\r\n00:10:02,140 --&gt; 00:10:03,480\r\napparent that\" Hey, this is\r\n\r\n314\r\n00:10:04,320 --&gt; 00:10:04,670\r\na little bit of a\r\n\r\n315\r\n00:10:04,670 --&gt; 00:10:05,680\r\nnew way to deliver this\r\n\r\n316\r\n00:10:05,680 --&gt; 00:10:07,850\r\nservice.\" It wasn't a concern\r\n\r\n317\r\n00:10:07,850 --&gt; 00:10:10,140\r\nso much as it... it\r\n\r\n318\r\n00:10:10,140 --&gt; 00:10:12,210\r\ndefinitely registered as a nice\r\n\r\n319\r\n00:10:12,210 --&gt; 00:10:15,820\r\nlittle challenge. All right, well\r\n\r\n320\r\n00:10:15,820 --&gt; 00:10:17,490\r\nthank you on that. So\r\n\r\n321\r\n00:10:17,490 --&gt; 00:10:19,680\r\nnow that we discussed what changes\r\n\r\n322\r\n00:10:19,680 --&gt; 00:10:22,180\r\nand challenges that you initially\r\n\r\n323\r\n00:10:22,180 --&gt; 00:10:24,780\r\nbegin to face, we heard\r\n\r\n324\r\n00:10:24,780 --&gt; 00:10:26,120\r\nfrom you that we learn\r\n\r\n325\r\n00:10:26,120 --&gt; 00:10:27,800\r\nthat everybody responds to change\r\n\r\n326\r\n00:10:27,800 --&gt; 00:10:30,190\r\ndifferently. This may range from\r\n\r\n327\r\n00:10:30,190 --&gt; 00:10:31,690\r\nthose that welcome change and\r\n\r\n328\r\n00:10:31,690 --&gt; 00:10:33,710\r\nembrace something new, or those\r\n\r\n329\r\n00:10:33,710 --&gt; 00:10:35,360\r\nthat will remain steadfast and\r\n\r\n330\r\n00:10:35,360 --&gt; 00:10:37,510\r\npreserve the status quo. So\r\n\r\n331\r\n00:10:37,550 --&gt; 00:10:39,130\r\nLaurie, I'd just like to\r\n\r\n332\r\n00:10:39,130 --&gt; 00:10:40,640\r\nget some insight from you\r\n\r\n333\r\n00:10:40,640 --&gt; 00:10:42,390\r\nas to what you're seeing\r\n\r\n334\r\n00:10:42,390 --&gt; 00:10:43,530\r\nwith your clients who are\r\n\r\n335\r\n00:10:43,530 --&gt; 00:10:45,270\r\nfacing change from a contact\r\n\r\n336\r\n00:10:45,270 --&gt; 00:10:47,140\r\ncenter, and really how do\r\n\r\n337\r\n00:10:47,140 --&gt; 00:10:48,610\r\nyou go about getting that\r\n\r\n338\r\n00:10:50,470 --&gt; 00:10:52,260\r\nand methodology? So let me\r\n\r\n339\r\n00:10:52,260 --&gt; 00:10:53,540\r\ngo ahead and push forward\r\n\r\n340\r\n00:10:53,670 --&gt; 00:10:56,310\r\nthe slide to you. Yeah,\r\n\r\n341\r\n00:10:56,310 --&gt; 00:10:57,460\r\nand actually why don't you\r\n\r\n342\r\n00:10:57,460 --&gt; 00:10:58,210\r\ngo to the next one?\r\n\r\n343\r\n00:10:58,710 --&gt; 00:11:00,140\r\nI'll talk about it from\r\n\r\n344\r\n00:11:00,140 --&gt; 00:11:02,140\r\na little bit of various\r\n\r\n345\r\n00:11:02,140 --&gt; 00:11:05,460\r\nproject but it's interesting when\r\n\r\n346\r\n00:11:05,460 --&gt; 00:11:06,680\r\nyou say that about people\r\n\r\n347\r\n00:11:06,880 --&gt; 00:11:07,840\r\nembrace change. One of my\r\n\r\n348\r\n00:11:07,840 --&gt; 00:11:10,690\r\nfavorite change management jokes, if\r\n\r\n349\r\n00:11:10,690 --&gt; 00:11:11,340\r\nyou can call that a\r\n\r\n350\r\n00:11:11,340 --&gt; 00:11:12,950\r\ncategory of jokes is the\r\n\r\n351\r\n00:11:12,950 --&gt; 00:11:14,350\r\nonly people who like change\r\n\r\n352\r\n00:11:14,350 --&gt; 00:11:15,980\r\nare wet babies and panhandlers.\r\n\r\n353\r\n00:11:19,430 --&gt; 00:11:20,450\r\nI use that all the\r\n\r\n354\r\n00:11:20,450 --&gt; 00:11:22,210\r\ntime because even when people\r\n\r\n355\r\n00:11:22,210 --&gt; 00:11:24,500\r\nsay they like change, what\r\n\r\n356\r\n00:11:24,500 --&gt; 00:11:25,470\r\nthe reality is, is people\r\n\r\n357\r\n00:11:25,470 --&gt; 00:11:26,340\r\nlike change when they're in\r\n\r\n358\r\n00:11:26,340 --&gt; 00:11:27,720\r\ncontrol of it, right? They\r\n\r\n359\r\n00:11:27,720 --&gt; 00:11:29,870\r\ndon't like change that... to\r\n\r\n360\r\n00:11:29,870 --&gt; 00:11:31,700\r\nthem. They like changes that\r\n\r\n361\r\n00:11:31,700 --&gt; 00:11:32,880\r\nthey decide to make and\r\n\r\n362\r\n00:11:32,880 --&gt; 00:11:33,980\r\nfeel like, \" Hey, I'm in\r\n\r\n363\r\n00:11:33,980 --&gt; 00:11:35,210\r\ncharge of this thing.\" Right?\r\n\r\n364\r\n00:11:36,290 --&gt; 00:11:38,180\r\nSo it's good listening to\r\n\r\n365\r\n00:11:39,110 --&gt; 00:11:40,580\r\nwhat Coke did and thinking\r\n\r\n366\r\n00:11:40,580 --&gt; 00:11:42,010\r\nabout... I chuckle with the\r\n\r\n367\r\n00:11:42,010 --&gt; 00:11:43,810\r\nglobal footprint of what Dean\r\n\r\n368\r\n00:11:43,810 --&gt; 00:11:45,260\r\nput up with the graphic\r\n\r\n369\r\n00:11:45,260 --&gt; 00:11:46,470\r\nthere, and talking about the\r\n\r\n370\r\n00:11:46,470 --&gt; 00:11:47,610\r\nlanguage thing. There's all kinds\r\n\r\n371\r\n00:11:47,610 --&gt; 00:11:48,770\r\nof culture, right? It's easy\r\n\r\n372\r\n00:11:48,770 --&gt; 00:11:49,990\r\nto look at global and\r\n\r\n373\r\n00:11:49,990 --&gt; 00:11:51,470\r\nsay, \" Well there's cultural differences.\"\r\n\r\n374\r\n00:11:51,470 --&gt; 00:11:52,540\r\nBut even within a given\r\n\r\n375\r\n00:11:52,540 --&gt; 00:11:53,840\r\ncompany, I mean different sites\r\n\r\n376\r\n00:11:53,840 --&gt; 00:11:55,860\r\ncould have cultural differences. Your\r\n\r\n377\r\n00:11:55,860 --&gt; 00:11:57,470\r\ncontact center could have cultural\r\n\r\n378\r\n00:11:57,470 --&gt; 00:11:59,700\r\ndifferences compared to your back\r\n\r\n379\r\n00:11:59,700 --&gt; 00:12:02,040\r\noffice for example, and then\r\n\r\n380\r\n00:12:02,320 --&gt; 00:12:04,130\r\nyou mentioned the different people\r\n\r\n381\r\n00:12:04,130 --&gt; 00:12:06,530\r\nimpacted, the users, the people\r\n\r\n382\r\n00:12:06,870 --&gt; 00:12:08,190\r\nthat have a phone or\r\n\r\n383\r\n00:12:08,190 --&gt; 00:12:10,810\r\nhave a particular desktop interface\r\n\r\n384\r\n00:12:11,090 --&gt; 00:12:12,520\r\nversus the IT people, who\r\n\r\n385\r\n00:12:12,520 --&gt; 00:12:15,090\r\nhave certain roles and responsibilities.\r\n\r\n386\r\n00:12:16,450 --&gt; 00:12:18,480\r\nThen management that might have\r\n\r\n387\r\n00:12:18,480 --&gt; 00:12:20,170\r\na perspective that's a little\r\n\r\n388\r\n00:12:20,170 --&gt; 00:12:21,500\r\nbit oblivious to how important\r\n\r\n389\r\n00:12:21,500 --&gt; 00:12:23,230\r\nthese processes and technology are\r\n\r\n390\r\n00:12:23,230 --&gt; 00:12:25,250\r\nto individuals and groups. So\r\n\r\n391\r\n00:12:25,250 --&gt; 00:12:26,110\r\nI think when you're looking\r\n\r\n392\r\n00:12:26,110 --&gt; 00:12:27,620\r\nat the challenge of change,\r\n\r\n393\r\n00:12:27,620 --&gt; 00:12:28,990\r\nand the opportunity with new\r\n\r\n394\r\n00:12:29,190 --&gt; 00:12:31,810\r\nprojects, cloud for example is\r\n\r\n395\r\n00:12:31,810 --&gt; 00:12:33,560\r\nto understand all that and\r\n\r\n396\r\n00:12:33,590 --&gt; 00:12:34,790\r\neven when people say, \" Oh,\r\n\r\n397\r\n00:12:34,790 --&gt; 00:12:36,100\r\nwe're excited about this new\r\n\r\n398\r\n00:12:36,160 --&gt; 00:12:37,960\r\nsystem.\" Recognize that everybody's going\r\n\r\n399\r\n00:12:37,960 --&gt; 00:12:38,700\r\nto look at it a little\r\n\r\n400\r\n00:12:38,700 --&gt; 00:12:40,190\r\ndifferently and have a little\r\n\r\n401\r\n00:12:40,190 --&gt; 00:12:41,930\r\nbit different set up reactions,\r\n\r\n402\r\n00:12:42,190 --&gt; 00:12:44,260\r\nmaybe fears in that. So\r\n\r\n403\r\n00:12:44,260 --&gt; 00:12:45,870\r\nthis slide, I just throw\r\n\r\n404\r\n00:12:45,870 --&gt; 00:12:47,870\r\nsome ideas out there and\r\n\r\n405\r\n00:12:47,870 --&gt; 00:12:48,730\r\nthe first one is just\r\n\r\n406\r\n00:12:48,730 --&gt; 00:12:50,030\r\nthe cloud, moving to the\r\n\r\n407\r\n00:12:50,030 --&gt; 00:12:50,930\r\ncloud in general and of\r\n\r\n408\r\n00:12:50,930 --&gt; 00:12:52,280\r\ncourse, we'll talk more about a lot of\r\n\r\n409\r\n00:12:52,850 --&gt; 00:12:53,650\r\npeople have done that on\r\n\r\n410\r\n00:12:53,650 --&gt; 00:12:55,050\r\nthe fly here with the\r\n\r\n411\r\n00:12:55,050 --&gt; 00:12:56,970\r\nvirus impacts, but people were\r\n\r\n412\r\n00:12:57,820 --&gt; 00:12:59,640\r\nresistant in some cases and\r\n\r\n413\r\n00:12:59,640 --&gt; 00:13:00,990\r\nthis is a push forward\r\n\r\n414\r\n00:13:01,210 --&gt; 00:13:02,690\r\nand changes IT's roles and\r\n\r\n415\r\n00:13:02,690 --&gt; 00:13:04,780\r\nresponsibilities, and how people interact\r\n\r\n416\r\n00:13:04,780 --&gt; 00:13:06,480\r\nwith a vendor. What the\r\n\r\n417\r\n00:13:06,480 --&gt; 00:13:08,580\r\nusers can do themselves versus\r\n\r\n418\r\n00:13:08,620 --&gt; 00:13:10,590\r\nwhat the IT people do.\r\n\r\n419\r\n00:13:11,530 --&gt; 00:13:13,580\r\nThen the other ones are examples and everybody\r\n\r\n420\r\n00:13:13,580 --&gt; 00:13:14,470\r\ncan think about... this is\r\n\r\n421\r\n00:13:14,810 --&gt; 00:13:16,140\r\na trigger for the people\r\n\r\n422\r\n00:13:16,680 --&gt; 00:13:17,470\r\nthat are listening to the\r\n\r\n423\r\n00:13:17,470 --&gt; 00:13:18,800\r\nWebcast to think about the\r\n\r\n424\r\n00:13:18,800 --&gt; 00:13:19,970\r\nkinds of changes you make\r\n\r\n425\r\n00:13:19,970 --&gt; 00:13:21,210\r\nand how those impact people.\r\n\r\n426\r\n00:13:21,570 --&gt; 00:13:23,080\r\nLike I said, a changing a\r\n\r\n427\r\n00:13:23,080 --&gt; 00:13:24,680\r\nphone or changing a desktop\r\n\r\n428\r\n00:13:24,680 --&gt; 00:13:28,490\r\ninterface, a new workforce management\r\n\r\n429\r\n00:13:28,490 --&gt; 00:13:30,500\r\ntool, or quality monitoring that's\r\n\r\n430\r\n00:13:30,500 --&gt; 00:13:31,670\r\ngoing to be used differently.\r\n\r\n431\r\n00:13:31,670 --&gt; 00:13:33,130\r\nThe tools different and oh\r\n\r\n432\r\n00:13:33,130 --&gt; 00:13:34,070\r\nmy gosh, what are they\r\n\r\n433\r\n00:13:34,070 --&gt; 00:13:34,810\r\ngoing to do with it,\r\n\r\n434\r\n00:13:34,810 --&gt; 00:13:36,990\r\nright? So this is a\r\n\r\n435\r\n00:13:36,990 --&gt; 00:13:38,170\r\nstarter to think about what\r\n\r\n436\r\n00:13:38,170 --&gt; 00:13:39,040\r\nare the risks if you\r\n\r\n437\r\n00:13:39,040 --&gt; 00:13:41,030\r\ndon't do change management and\r\n\r\n438\r\n00:13:41,030 --&gt; 00:13:43,000\r\nbring people along? Versus if\r\n\r\n439\r\n00:13:43,000 --&gt; 00:13:44,120\r\nyou put change management in\r\n\r\n440\r\n00:13:44,120 --&gt; 00:13:45,780\r\nplace, which ultimately, the goal\r\n\r\n441\r\n00:13:45,780 --&gt; 00:13:47,020\r\nis to get people to\r\n\r\n442\r\n00:13:47,020 --&gt; 00:13:49,330\r\nembrace it, hopefully be advocates\r\n\r\n443\r\n00:13:49,330 --&gt; 00:13:50,730\r\nof it and not have\r\n\r\n444\r\n00:13:50,730 --&gt; 00:13:51,950\r\nthem be... I used the\r\n\r\n445\r\n00:13:51,950 --&gt; 00:13:55,180\r\nword saboteurs, somebody that resists-\r\n\r\n446\r\n00:13:55,180 --&gt; 00:13:57,250\r\nI saw that. Yeah. As\r\n\r\n447\r\n00:13:57,250 --&gt; 00:13:59,300\r\na result, impacts other people's\r\n\r\n448\r\n00:13:59,400 --&gt; 00:14:01,150\r\nideas about a change, right?\r\n\r\n449\r\n00:14:01,150 --&gt; 00:14:02,140\r\nWe want to create change\r\n\r\n450\r\n00:14:02,140 --&gt; 00:14:04,790\r\nadvocates and not people that\r\n\r\n451\r\n00:14:04,790 --&gt; 00:14:05,880\r\nare going to put up\r\n\r\n452\r\n00:14:05,880 --&gt; 00:14:06,960\r\ntheir own barriers and by\r\n\r\n453\r\n00:14:06,960 --&gt; 00:14:09,400\r\ndoing that, might actually impact\r\n\r\n454\r\n00:14:09,400 --&gt; 00:14:10,550\r\nother people. So I hope\r\n\r\n455\r\n00:14:10,550 --&gt; 00:14:11,560\r\nthis table works, is something\r\n\r\n456\r\n00:14:11,600 --&gt; 00:14:13,510\r\nthat triggers people thinking about\r\n\r\n457\r\n00:14:14,070 --&gt; 00:14:15,160\r\nthe different things that do\r\n\r\n458\r\n00:14:15,160 --&gt; 00:14:17,080\r\nimpact individuals and groups as\r\n\r\n459\r\n00:14:17,080 --&gt; 00:14:18,360\r\nthey change with new systems\r\n\r\n460\r\n00:14:18,360 --&gt; 00:14:22,550\r\nand capabilities. Okay great. So\r\n\r\n461\r\n00:14:22,550 --&gt; 00:14:24,280\r\nJulie, I want to kick\r\n\r\n462\r\n00:14:24,290 --&gt; 00:14:25,730\r\nthings off with you, but\r\n\r\n463\r\n00:14:25,940 --&gt; 00:14:27,430\r\neverybody has their own best\r\n\r\n464\r\n00:14:27,430 --&gt; 00:14:28,490\r\npractice and one of the\r\n\r\n465\r\n00:14:28,490 --&gt; 00:14:29,560\r\nthings I think all of\r\n\r\n466\r\n00:14:29,560 --&gt; 00:14:30,930\r\nus can agree from our\r\n\r\n467\r\n00:14:30,930 --&gt; 00:14:33,480\r\nexperience in change management is\r\n\r\n468\r\n00:14:33,480 --&gt; 00:14:35,280\r\ntheir... it's not one size\r\n\r\n469\r\n00:14:35,280 --&gt; 00:14:36,490\r\nfits all. There is not\r\n\r\n470\r\n00:14:36,490 --&gt; 00:14:38,370\r\none approach or one methodology\r\n\r\n471\r\n00:14:38,370 --&gt; 00:14:39,810\r\nthat is the best, but\r\n\r\n472\r\n00:14:39,810 --&gt; 00:14:40,850\r\nyou really need to look\r\n\r\n473\r\n00:14:40,850 --&gt; 00:14:41,900\r\nat what is best for\r\n\r\n474\r\n00:14:41,900 --&gt; 00:14:44,160\r\nyou and your organization? So\r\n\r\n475\r\n00:14:44,160 --&gt; 00:14:46,870\r\nJulie, I'll move to this\r\n\r\n476\r\n00:14:46,870 --&gt; 00:14:47,970\r\nslide I believe is what\r\n\r\n477\r\n00:14:47,970 --&gt; 00:14:48,880\r\nyou want me to cover.\r\n\r\n478\r\n00:14:48,900 --&gt; 00:14:51,700\r\nYeah. Hear from you as\r\n\r\n479\r\n00:14:51,700 --&gt; 00:14:53,310\r\nto what was the best\r\n\r\n480\r\n00:14:53,310 --&gt; 00:14:55,290\r\napproaches and practices for you and\r\n\r\n481\r\n00:14:55,450 --&gt; 00:14:57,560\r\nyour organization to manage and\r\n\r\n482\r\n00:14:57,560 --&gt; 00:15:01,490\r\nadopt change. Right. Well part\r\n\r\n483\r\n00:15:01,490 --&gt; 00:15:02,890\r\nof our change and Dean\r\n\r\n484\r\n00:15:02,890 --&gt; 00:15:04,380\r\nalluded to this, was it\r\n\r\n485\r\n00:15:04,380 --&gt; 00:15:05,730\r\nwas part of a large\r\n\r\n486\r\n00:15:05,730 --&gt; 00:15:07,330\r\nenterprise initiative and it was\r\n\r\n487\r\n00:15:07,330 --&gt; 00:15:10,900\r\nacross... it affected every employee,\r\n\r\n488\r\n00:15:10,900 --&gt; 00:15:12,070\r\nand so as part of\r\n\r\n489\r\n00:15:12,070 --&gt; 00:15:13,420\r\nit, it was a little\r\n\r\n490\r\n00:15:13,420 --&gt; 00:15:15,200\r\nbit of packaged up within\r\n\r\n491\r\n00:15:15,200 --&gt; 00:15:17,500\r\nthat big enterprise change. But\r\n\r\n492\r\n00:15:17,500 --&gt; 00:15:19,460\r\nwithin that big enterprise change\r\n\r\n493\r\n00:15:19,460 --&gt; 00:15:21,310\r\nfrom an awareness perspective, we\r\n\r\n494\r\n00:15:21,310 --&gt; 00:15:22,880\r\ncreated what we call change\r\n\r\n495\r\n00:15:22,880 --&gt; 00:15:25,530\r\nnetwork leads. So across all\r\n\r\n496\r\n00:15:25,530 --&gt; 00:15:26,660\r\nour different companies and our\r\n\r\n497\r\n00:15:26,660 --&gt; 00:15:29,530\r\norganizations, we created a lead\r\n\r\n498\r\n00:15:29,530 --&gt; 00:15:32,110\r\nperson that, that was a\r\n\r\n499\r\n00:15:32,110 --&gt; 00:15:33,230\r\nrole, right? Was to be\r\n\r\n500\r\n00:15:33,230 --&gt; 00:15:35,500\r\nthe change advocate, so they\r\n\r\n501\r\n00:15:35,500 --&gt; 00:15:36,930\r\nwould... we would communicate with\r\n\r\n502\r\n00:15:36,930 --&gt; 00:15:37,660\r\nthem and then they would\r\n\r\n503\r\n00:15:37,660 --&gt; 00:15:39,970\r\ngo back to their folks\r\n\r\n504\r\n00:15:40,110 --&gt; 00:15:41,370\r\nat their company and they\r\n\r\n505\r\n00:15:41,370 --&gt; 00:15:43,450\r\nwould be able to inform\r\n\r\n506\r\n00:15:43,450 --&gt; 00:15:44,530\r\ntheir people about where the\r\n\r\n507\r\n00:15:44,530 --&gt; 00:15:46,440\r\nproject was at, and then\r\n\r\n508\r\n00:15:46,440 --&gt; 00:15:48,250\r\nthey would advocate the changes\r\n\r\n509\r\n00:15:48,250 --&gt; 00:15:49,800\r\nthat were happening. So that\r\n\r\n510\r\n00:15:49,800 --&gt; 00:15:51,800\r\nwas very helpful throughout the\r\n\r\n511\r\n00:15:51,800 --&gt; 00:15:57,350\r\nproject. And the model that\r\n\r\n512\r\n00:15:57,350 --&gt; 00:15:58,830\r\nyou displayed right now, is\r\n\r\n513\r\n00:15:58,830 --&gt; 00:15:59,980\r\nthat a method that you\r\n\r\n514\r\n00:15:59,980 --&gt; 00:16:04,440\r\nused? Yeah. I would say\r\n\r\n515\r\n00:16:04,550 --&gt; 00:16:06,440\r\nwe don't maybe use it\r\n\r\n516\r\n00:16:06,550 --&gt; 00:16:08,730\r\nformally. Maybe more- Right. We\r\n\r\n517\r\n00:16:08,730 --&gt; 00:16:10,470\r\nthink about it when we use project\r\n\r\n518\r\n00:16:10,470 --&gt; 00:16:13,760\r\nmanagement more informally, but definitely\r\n\r\n519\r\n00:16:14,190 --&gt; 00:16:15,230\r\nas I thought through this\r\n\r\n520\r\n00:16:15,230 --&gt; 00:16:17,940\r\nproject, it does fall into\r\n\r\n521\r\n00:16:17,940 --&gt; 00:16:22,180\r\nthe same model. Okay. And\r\n\r\n522\r\n00:16:22,180 --&gt; 00:16:23,670\r\nI would say one of\r\n\r\n523\r\n00:16:23,670 --&gt; 00:16:25,120\r\nthe most important things back\r\n\r\n524\r\n00:16:25,120 --&gt; 00:16:26,880\r\non the other slide and\r\n\r\n525\r\n00:16:27,400 --&gt; 00:16:28,900\r\nfollowing up to what Laurie\r\n\r\n526\r\n00:16:28,900 --&gt; 00:16:30,480\r\nsaid is that I think\r\n\r\n527\r\n00:16:30,480 --&gt; 00:16:32,130\r\nthe reinforcement piece of it\r\n\r\n528\r\n00:16:32,460 --&gt; 00:16:33,520\r\nat the end of that\r\n\r\n529\r\n00:16:33,520 --&gt; 00:16:35,890\r\nchange is really important. It's\r\n\r\n530\r\n00:16:35,890 --&gt; 00:16:37,860\r\njust having those open lines\r\n\r\n531\r\n00:16:37,860 --&gt; 00:16:39,590\r\nof communication for folks to\r\n\r\n532\r\n00:16:40,830 --&gt; 00:16:43,290\r\ncontinue to adapt to the\r\n\r\n533\r\n00:16:43,290 --&gt; 00:16:46,140\r\nchanges that have happened. Okay.\r\n\r\n534\r\n00:16:47,150 --&gt; 00:16:48,070\r\nYou guys had shared with\r\n\r\n535\r\n00:16:48,070 --&gt; 00:16:49,050\r\nme when we were prepping\r\n\r\n536\r\n00:16:49,050 --&gt; 00:16:50,590\r\nfor this, and I think\r\n\r\n537\r\n00:16:50,590 --&gt; 00:16:52,410\r\nyou just mentioned it Laurie,\r\n\r\n538\r\n00:16:52,670 --&gt; 00:16:54,440\r\nbut Dean, you mentioned the\r\n\r\n539\r\n00:16:54,440 --&gt; 00:16:56,110\r\ntrain the trainer model that was\r\n\r\n540\r\n00:16:56,110 --&gt; 00:16:58,620\r\nvery successful in managing change.\r\n\r\n541\r\n00:16:59,060 --&gt; 00:17:01,440\r\nThen Julie, your change advocates,\r\n\r\n542\r\n00:17:01,440 --&gt; 00:17:03,050\r\nwere those the power users\r\n\r\n543\r\n00:17:03,050 --&gt; 00:17:04,160\r\nthat you were mentioning to\r\n\r\n544\r\n00:17:04,160 --&gt; 00:17:08,260\r\nus earlier? No, so we\r\n\r\n545\r\n00:17:08,260 --&gt; 00:17:09,220\r\nhad talked about training the\r\n\r\n546\r\n00:17:09,220 --&gt; 00:17:10,640\r\ntrainer and that was more\r\n\r\n547\r\n00:17:10,640 --&gt; 00:17:12,990\r\nspecific to the support centers.\r\n\r\n548\r\n00:17:13,800 --&gt; 00:17:15,630\r\nSo we trained... we picked\r\n\r\n549\r\n00:17:15,630 --&gt; 00:17:17,420\r\nout a subject matter expert\r\n\r\n550\r\n00:17:17,420 --&gt; 00:17:18,640\r\nat the support centers and\r\n\r\n551\r\n00:17:18,640 --&gt; 00:17:19,720\r\nthen train them, so that\r\n\r\n552\r\n00:17:19,720 --&gt; 00:17:20,820\r\nthey can then in turn go\r\n\r\n553\r\n00:17:20,820 --&gt; 00:17:25,690\r\ntrain their support team, but\r\n\r\n554\r\n00:17:25,690 --&gt; 00:17:26,850\r\nthey were not the same as\r\n\r\n555\r\n00:17:26,850 --&gt; 00:17:29,700\r\nthe change network leaders. Okay.\r\n\r\n556\r\n00:17:31,280 --&gt; 00:17:32,340\r\nIt was funny when Laurie\r\n\r\n557\r\n00:17:32,340 --&gt; 00:17:33,370\r\nmentioned, I was thinking about\r\n\r\n558\r\n00:17:33,370 --&gt; 00:17:35,690\r\nthat I visualize those people\r\n\r\n559\r\n00:17:35,690 --&gt; 00:17:37,220\r\nas change advocates because they\r\n\r\n560\r\n00:17:37,220 --&gt; 00:17:38,890\r\nrepresented the application back to the people\r\n\r\n561\r\n00:17:38,890 --&gt; 00:17:40,080\r\nI was most concerned with,\r\n\r\n562\r\n00:17:40,800 --&gt; 00:17:42,190\r\nbut I think from the\r\n\r\n563\r\n00:17:42,210 --&gt; 00:17:43,960\r\nchange management perspective, it was\r\n\r\n564\r\n00:17:44,190 --&gt; 00:17:46,700\r\nreally more the change leads\r\n\r\n565\r\n00:17:47,350 --&gt; 00:17:48,280\r\nthat you were talking about\r\n\r\n566\r\n00:17:48,300 --&gt; 00:17:50,690\r\nJulie. So essentially there were\r\n\r\n567\r\n00:17:50,690 --&gt; 00:17:52,150\r\ntwo different dynamics going on\r\n\r\n568\r\n00:17:52,150 --&gt; 00:17:55,660\r\nthere. Okay, and Dean, you've\r\n\r\n569\r\n00:17:55,660 --&gt; 00:17:57,310\r\nbeen very passionate about expressing\r\n\r\n570\r\n00:17:57,310 --&gt; 00:17:58,880\r\nthat a good project management is important in\r\n\r\n571\r\n00:17:59,930 --&gt; 00:18:02,070\r\nthe overall change management strategy,\r\n\r\n572\r\n00:18:02,070 --&gt; 00:18:03,120\r\nas well as the migration.\r\n\r\n573\r\n00:18:03,120 --&gt; 00:18:04,710\r\nCould you speak to that?\r\n\r\n574\r\n00:18:07,330 --&gt; 00:18:08,750\r\nYeah. It's important. Having a\r\n\r\n575\r\n00:18:08,750 --&gt; 00:18:10,850\r\ngood project manager is important,\r\n\r\n576\r\n00:18:12,320 --&gt; 00:18:13,500\r\nand it's... we talk about\r\n\r\n577\r\n00:18:13,500 --&gt; 00:18:14,920\r\nthis a lot and it's\r\n\r\n578\r\n00:18:14,920 --&gt; 00:18:15,940\r\none of those things that\r\n\r\n579\r\n00:18:15,940 --&gt; 00:18:18,900\r\nI struggle with defining what\r\n\r\n580\r\n00:18:18,900 --&gt; 00:18:20,920\r\nexactly good project management is\r\n\r\n581\r\n00:18:20,920 --&gt; 00:18:23,330\r\nand it's definitely one of those things when\r\n\r\n582\r\n00:18:23,330 --&gt; 00:18:25,140\r\nyou see it. But I\r\n\r\n583\r\n00:18:25,170 --&gt; 00:18:28,000\r\nthink to the extent that\r\n\r\n584\r\n00:18:28,140 --&gt; 00:18:30,680\r\nindividual contributors within a project\r\n\r\n585\r\n00:18:30,680 --&gt; 00:18:32,130\r\ncan focus on their deliverables\r\n\r\n586\r\n00:18:32,170 --&gt; 00:18:34,500\r\nand their tasks and not\r\n\r\n587\r\n00:18:34,500 --&gt; 00:18:35,350\r\nreally have to worry so\r\n\r\n588\r\n00:18:35,350 --&gt; 00:18:36,520\r\nmuch about what everybody else\r\n\r\n589\r\n00:18:36,520 --&gt; 00:18:38,350\r\nis doing, and not have\r\n\r\n590\r\n00:18:38,350 --&gt; 00:18:39,210\r\nto think about those other\r\n\r\n591\r\n00:18:39,210 --&gt; 00:18:40,260\r\nthings. They can just stay\r\n\r\n592\r\n00:18:40,260 --&gt; 00:18:42,230\r\non target and do their\r\n\r\n593\r\n00:18:42,230 --&gt; 00:18:44,930\r\nthing. We really had that\r\n\r\n594\r\n00:18:44,990 --&gt; 00:18:46,540\r\nluxury in this project, and\r\n\r\n595\r\n00:18:46,960 --&gt; 00:18:50,340\r\nwhen you're dealing with a complex environment,\r\n\r\n596\r\n00:18:51,080 --&gt; 00:18:53,530\r\na complex transition, it's nice\r\n\r\n597\r\n00:18:53,800 --&gt; 00:18:54,540\r\nfor me if you're in\r\n\r\n598\r\n00:18:54,540 --&gt; 00:18:56,140\r\na technical role to not\r\n\r\n599\r\n00:18:56,140 --&gt; 00:18:57,510\r\nhave to worry about the\r\n\r\n600\r\n00:18:57,510 --&gt; 00:19:00,240\r\nsoft aspects dealing with customers\r\n\r\n601\r\n00:19:00,240 --&gt; 00:19:03,190\r\nthat are not really liking\r\n\r\n602\r\n00:19:03,190 --&gt; 00:19:05,370\r\nwhat they're having to go through. So-\r\n\r\n603\r\n00:19:05,370 --&gt; 00:19:07,650\r\nYeah, we're good. This change\r\n\r\n604\r\n00:19:07,650 --&gt; 00:19:09,620\r\nis a result of having\r\n\r\n605\r\n00:19:09,620 --&gt; 00:19:12,190\r\ngood technology and a good champion to tie\r\n\r\n606\r\n00:19:12,190 --&gt; 00:19:14,610\r\ninto your project management. So\r\n\r\n607\r\n00:19:14,610 --&gt; 00:19:16,240\r\nyou've spoken to us about\r\n\r\n608\r\n00:19:16,240 --&gt; 00:19:17,390\r\nit's a bigger picture than\r\n\r\n609\r\n00:19:17,390 --&gt; 00:19:18,970\r\nthat, and that vision and\r\n\r\n610\r\n00:19:19,040 --&gt; 00:19:20,880\r\nthat liaison and that partnership\r\n\r\n611\r\n00:19:20,880 --&gt; 00:19:22,480\r\nis really important. So could\r\n\r\n612\r\n00:19:22,480 --&gt; 00:19:23,470\r\nyou elaborate a little bit\r\n\r\n613\r\n00:19:23,470 --&gt; 00:19:26,310\r\nmore on the technology champion\r\n\r\n614\r\n00:19:26,310 --&gt; 00:19:27,700\r\nand partnership that you were\r\n\r\n615\r\n00:19:28,030 --&gt; 00:19:29,610\r\nlooking to make sure moves\r\n\r\n616\r\n00:19:29,610 --&gt; 00:19:30,860\r\nyou forward with what you're\r\n\r\n617\r\n00:19:30,860 --&gt; 00:19:34,750\r\ntrying to achieve? Yeah. It\r\n\r\n618\r\n00:19:34,750 --&gt; 00:19:35,770\r\nworked well. That happened in\r\n\r\n619\r\n00:19:35,770 --&gt; 00:19:37,410\r\nreal time when we had\r\n\r\n620\r\n00:19:37,410 --&gt; 00:19:39,480\r\nselected Genesys to partner with\r\n\r\n621\r\n00:19:39,480 --&gt; 00:19:42,580\r\non this. In terms of\r\n\r\n622\r\n00:19:42,630 --&gt; 00:19:44,210\r\nthis being our primary platform,\r\n\r\n623\r\n00:19:45,490 --&gt; 00:19:46,740\r\nthis project wasn't in scope\r\n\r\n624\r\n00:19:46,740 --&gt; 00:19:48,290\r\nyet. I was generally aware\r\n\r\n625\r\n00:19:48,290 --&gt; 00:19:50,200\r\nthat there was some capabilities\r\n\r\n626\r\n00:19:50,200 --&gt; 00:19:51,110\r\nwe'd be able to leverage,\r\n\r\n627\r\n00:19:51,110 --&gt; 00:19:53,280\r\nbut it didn't really crystallize\r\n\r\n628\r\n00:19:53,440 --&gt; 00:19:55,520\r\nuntil the requirements for the\r\n\r\n629\r\n00:19:55,520 --&gt; 00:19:58,790\r\nproject popped up. So that\r\n\r\n630\r\n00:19:58,790 --&gt; 00:20:00,010\r\nforced us or gave us\r\n\r\n631\r\n00:20:00,010 --&gt; 00:20:03,410\r\nthe opportunity to give our\r\n\r\n632\r\n00:20:03,700 --&gt; 00:20:05,040\r\ncustomers some options on how\r\n\r\n633\r\n00:20:05,040 --&gt; 00:20:07,310\r\nthey managed their workflows and\r\n\r\n634\r\n00:20:07,310 --&gt; 00:20:10,190\r\nhow we interacted with the\r\n\r\n635\r\n00:20:10,190 --&gt; 00:20:12,670\r\napplication and going the speech\r\n\r\n636\r\n00:20:12,970 --&gt; 00:20:14,140\r\npiece and the language piece\r\n\r\n637\r\n00:20:14,140 --&gt; 00:20:15,310\r\nwas a big component of\r\n\r\n638\r\n00:20:15,310 --&gt; 00:20:18,170\r\nthat. We shifted from using\r\n\r\n639\r\n00:20:18,470 --&gt; 00:20:19,930\r\ntraditional white files and audio\r\n\r\n640\r\n00:20:19,930 --&gt; 00:20:21,840\r\nfiles, which worked very well\r\n\r\n641\r\n00:20:21,840 --&gt; 00:20:24,140\r\nfor quite a while and we\r\n\r\n642\r\n00:20:24,160 --&gt; 00:20:25,740\r\nshifted into more of a\r\n\r\n643\r\n00:20:25,740 --&gt; 00:20:27,970\r\ntext to speech capability of\r\n\r\n644\r\n00:20:27,970 --&gt; 00:20:29,550\r\nmultiple language text to speech\r\n\r\n645\r\n00:20:29,550 --&gt; 00:20:33,940\r\ncapability, which that was interesting.\r\n\r\n646\r\n00:20:34,360 --&gt; 00:20:35,220\r\nA lot of people learned\r\n\r\n647\r\n00:20:35,220 --&gt; 00:20:36,100\r\na lot of things about\r\n\r\n648\r\n00:20:37,020 --&gt; 00:20:40,140\r\nother languages. It allowed us\r\n\r\n649\r\n00:20:40,310 --&gt; 00:20:46,820\r\nto use some capabilities of PureCloud\r\n\r\n650\r\n00:20:47,740 --&gt; 00:20:48,570\r\nto pretty good effect, so it was nice. Okay, and the last piece because it's one\r\n\r\n651\r\n00:20:48,570 --&gt; 00:20:50,880\r\nof my favorites on how\r\n\r\n652\r\n00:20:50,880 --&gt; 00:20:54,170\r\nbefore we get to Laurie\r\n\r\n653\r\n00:20:54,220 --&gt; 00:20:56,440\r\nis Julie, and you mentioned\r\n\r\n654\r\n00:20:56,440 --&gt; 00:20:58,290\r\nearlier the reinforcement and the\r\n\r\n655\r\n00:20:58,290 --&gt; 00:20:59,820\r\ncreative ideas, so could you\r\n\r\n656\r\n00:20:59,820 --&gt; 00:21:01,360\r\nexplain how you were leveraging\r\n\r\n657\r\n00:21:02,300 --&gt; 00:21:02,950\r\nand some of the other\r\n\r\n658\r\n00:21:02,950 --&gt; 00:21:05,640\r\ncreative ideas to help reinforce\r\n\r\n659\r\n00:21:06,100 --&gt; 00:21:09,240\r\nadopting change? Sure, so we\r\n\r\n660\r\n00:21:09,240 --&gt; 00:21:10,520\r\nset up a team site,\r\n\r\n661\r\n00:21:10,520 --&gt; 00:21:12,330\r\nor I should say the\r\n\r\n662\r\n00:21:12,330 --&gt; 00:21:15,470\r\ntech... the telephony team set\r\n\r\n663\r\n00:21:15,470 --&gt; 00:21:17,000\r\nup a team site and\r\n\r\n664\r\n00:21:17,000 --&gt; 00:21:18,170\r\nwe use that team site\r\n\r\n665\r\n00:21:18,170 --&gt; 00:21:19,050\r\nfor people to be able\r\n\r\n666\r\n00:21:19,050 --&gt; 00:21:20,710\r\nto ask questions all throughout\r\n\r\n667\r\n00:21:20,710 --&gt; 00:21:22,420\r\nthe project. We tried to\r\n\r\n668\r\n00:21:22,420 --&gt; 00:21:23,270\r\nget away from all the\r\n\r\n669\r\n00:21:23,270 --&gt; 00:21:26,550\r\nemails flooding our box and\r\n\r\n670\r\n00:21:26,550 --&gt; 00:21:27,830\r\nrather have them ask the\r\n\r\n671\r\n00:21:27,830 --&gt; 00:21:29,400\r\nquestions directly in there and\r\n\r\n672\r\n00:21:29,400 --&gt; 00:21:31,970\r\nwe created global groups within\r\n\r\n673\r\n00:21:31,970 --&gt; 00:21:33,390\r\nthe team site. So we\r\n\r\n674\r\n00:21:33,390 --&gt; 00:21:35,320\r\ncould section it off a\r\n\r\n675\r\n00:21:35,320 --&gt; 00:21:37,010\r\nlittle bit, but... so they're\r\n\r\n676\r\n00:21:37,020 --&gt; 00:21:38,080\r\nable to come in there\r\n\r\n677\r\n00:21:38,080 --&gt; 00:21:39,310\r\nand ask questions of the\r\n\r\n678\r\n00:21:39,310 --&gt; 00:21:42,120\r\nteam and get support around\r\n\r\n679\r\n00:21:42,120 --&gt; 00:21:44,750\r\nthe clock. Then also, Dean\r\n\r\n680\r\n00:21:44,750 --&gt; 00:21:45,680\r\nhas set up a great\r\n\r\n681\r\n00:21:45,680 --&gt; 00:21:47,470\r\nYammer group site so that\r\n\r\n682\r\n00:21:48,010 --&gt; 00:21:49,590\r\nongoing, he could put in\r\n\r\n683\r\n00:21:49,590 --&gt; 00:21:50,510\r\nthere if there is any\r\n\r\n684\r\n00:21:50,510 --&gt; 00:21:52,130\r\nissues or tips and tricks\r\n\r\n685\r\n00:21:52,130 --&gt; 00:21:53,270\r\nthat come up. He posts\r\n\r\n686\r\n00:21:53,270 --&gt; 00:21:54,440\r\nthat on the Yammer group\r\n\r\n687\r\n00:21:54,440 --&gt; 00:21:56,670\r\nand people can subscribe to that\r\n\r\n688\r\n00:21:57,240 --&gt; 00:21:58,770\r\nand watch that. So it's\r\n\r\n689\r\n00:21:58,770 --&gt; 00:22:00,980\r\nbeen a really good way\r\n\r\n690\r\n00:22:00,980 --&gt; 00:22:02,950\r\nto handle that change across\r\n\r\n691\r\n00:22:02,950 --&gt; 00:22:04,180\r\nthe organization and get that\r\n\r\n692\r\n00:22:04,180 --&gt; 00:22:07,550\r\ncommunication out ongoing. And again,\r\n\r\n693\r\n00:22:07,550 --&gt; 00:22:09,110\r\nit reinforces that there's not\r\n\r\n694\r\n00:22:09,110 --&gt; 00:22:10,910\r\none methodology, it really is\r\n\r\n695\r\n00:22:10,910 --&gt; 00:22:12,080\r\nwhat fits best in your\r\n\r\n696\r\n00:22:12,110 --&gt; 00:22:15,120\r\norganization. So let's talk about\r\n\r\n697\r\n00:22:15,120 --&gt; 00:22:15,840\r\nsome of the things that\r\n\r\n698\r\n00:22:15,840 --&gt; 00:22:16,960\r\nyou've seen with the clients\r\n\r\n699\r\n00:22:16,960 --&gt; 00:22:18,980\r\nthat you support and how\r\n\r\n700\r\n00:22:18,980 --&gt; 00:22:21,040\r\nyou help them navigate through\r\n\r\n701\r\n00:22:21,040 --&gt; 00:22:22,840\r\nchange management. So did you\r\n\r\n702\r\n00:22:22,840 --&gt; 00:22:23,590\r\nwant me to flip to\r\n\r\n703\r\n00:22:23,590 --&gt; 00:22:24,550\r\na slide here, or are\r\n\r\n704\r\n00:22:24,550 --&gt; 00:22:27,770\r\nyou just going to I\r\n\r\n705\r\n00:22:27,770 --&gt; 00:22:29,020\r\nthink it'll nicely tie in\r\n\r\n706\r\n00:22:29,020 --&gt; 00:22:30,170\r\nsome of the things that\r\n\r\n707\r\n00:22:30,500 --&gt; 00:22:31,910\r\nJulie and Dean are pointing\r\n\r\n708\r\n00:22:31,910 --&gt; 00:22:36,340\r\nout here. So the project\r\n\r\n709\r\n00:22:36,340 --&gt; 00:22:38,460\r\nmanagement methodology along with the change\r\n\r\n710\r\n00:22:38,460 --&gt; 00:22:40,360\r\nmanagement methodology kind of working\r\n\r\n711\r\n00:22:40,360 --&gt; 00:22:41,600\r\nhand in hand, right? Whether\r\n\r\n712\r\n00:22:42,320 --&gt; 00:22:44,420\r\nit's a formal methodology, so\r\n\r\n713\r\n00:22:44,770 --&gt; 00:22:46,810\r\nrefer to ADKAR from Prosci\r\n\r\n714\r\n00:22:47,120 --&gt; 00:22:48,320\r\nand that's where I was\r\n\r\n715\r\n00:22:48,800 --&gt; 00:22:51,210\r\ntrained and the ADKAR for anyone\r\n\r\n716\r\n00:22:51,210 --&gt; 00:22:52,900\r\nthat's not familiar is awareness,\r\n\r\n717\r\n00:22:52,900 --&gt; 00:22:55,340\r\ndesire, knowledge, ability and reinforcement.\r\n\r\n718\r\n00:22:55,340 --&gt; 00:22:56,600\r\nAnd as Julie's chart showed,\r\n\r\n719\r\n00:22:56,600 --&gt; 00:22:57,730\r\nit gives you a structure\r\n\r\n720\r\n00:22:57,730 --&gt; 00:22:59,370\r\nfor thinking about how individuals\r\n\r\n721\r\n00:22:59,370 --&gt; 00:23:01,140\r\nchange and therefore how an\r\n\r\n722\r\n00:23:01,140 --&gt; 00:23:03,480\r\norganization might change. The other\r\n\r\n723\r\n00:23:03,480 --&gt; 00:23:05,330\r\nthing that I like about\r\n\r\n724\r\n00:23:05,330 --&gt; 00:23:07,670\r\nthat concept of how Prosci\r\n\r\n725\r\n00:23:07,670 --&gt; 00:23:09,300\r\nteaches it and again, other\r\n\r\n726\r\n00:23:09,300 --&gt; 00:23:10,860\r\nmethodologies are very similar, but\r\n\r\n727\r\n00:23:10,860 --&gt; 00:23:11,610\r\nthat's just the one I\r\n\r\n728\r\n00:23:11,610 --&gt; 00:23:13,060\r\nknow and have written about\r\n\r\n729\r\n00:23:13,060 --&gt; 00:23:15,830\r\nand everything, but back on\r\n\r\n730\r\n00:23:15,830 --&gt; 00:23:17,760\r\nslide A is that it\r\n\r\n731\r\n00:23:17,760 --&gt; 00:23:19,470\r\naligns with a project management\r\n\r\n732\r\n00:23:19,470 --&gt; 00:23:20,940\r\nmethodology in the sense of\r\n\r\n733\r\n00:23:20,940 --&gt; 00:23:22,560\r\nstarting early, right? So you\r\n\r\n734\r\n00:23:22,560 --&gt; 00:23:23,960\r\nsee the preparing for it,\r\n\r\n735\r\n00:23:23,960 --&gt; 00:23:25,510\r\nthat's getting the right resources\r\n\r\n736\r\n00:23:25,510 --&gt; 00:23:26,910\r\nlined up and building out\r\n\r\n737\r\n00:23:26,910 --&gt; 00:23:28,140\r\nplans and thinking about all\r\n\r\n738\r\n00:23:28,140 --&gt; 00:23:30,350\r\nthe different elements. Managing the\r\n\r\n739\r\n00:23:30,350 --&gt; 00:23:32,360\r\nchange as you're actually planning\r\n\r\n740\r\n00:23:32,360 --&gt; 00:23:34,460\r\nand implementing and then reinforcing\r\n\r\n741\r\n00:23:34,460 --&gt; 00:23:36,070\r\nthe Yammer and teams groups\r\n\r\n742\r\n00:23:36,070 --&gt; 00:23:39,840\r\nbeing good examples. Metrics, celebrations,\r\n\r\n743\r\n00:23:39,840 --&gt; 00:23:40,840\r\nall kinds of things come\r\n\r\n744\r\n00:23:40,840 --&gt; 00:23:42,710\r\ninto play there, right? So\r\n\r\n745\r\n00:23:42,710 --&gt; 00:23:44,530\r\nwhatever methodology someone uses, the\r\n\r\n746\r\n00:23:44,530 --&gt; 00:23:46,410\r\nprincipals can be very similar\r\n\r\n747\r\n00:23:46,410 --&gt; 00:23:49,200\r\nand I always emphasize to\r\n\r\n748\r\n00:23:49,480 --&gt; 00:23:50,940\r\nour clients that even if\r\n\r\n749\r\n00:23:50,940 --&gt; 00:23:52,060\r\nyou don't go to some\r\n\r\n750\r\n00:23:52,060 --&gt; 00:23:53,370\r\nkind of formal methodology, and\r\n\r\n751\r\n00:23:53,370 --&gt; 00:23:55,410\r\nagain project management's similar. Not\r\n\r\n752\r\n00:23:55,410 --&gt; 00:23:56,760\r\neverybody runs a project with\r\n\r\n753\r\n00:23:56,760 --&gt; 00:23:59,480\r\na certified PMP, right? But\r\n\r\n754\r\n00:23:59,480 --&gt; 00:24:01,220\r\nif you apply the principles\r\n\r\n755\r\n00:24:01,360 --&gt; 00:24:02,700\r\nthat go with PMP, just\r\n\r\n756\r\n00:24:02,700 --&gt; 00:24:04,050\r\nlike you do with change\r\n\r\n757\r\n00:24:04,050 --&gt; 00:24:06,270\r\nmanagement of doing it throughout\r\n\r\n758\r\n00:24:06,270 --&gt; 00:24:08,760\r\nthe project, having multiple elements\r\n\r\n759\r\n00:24:08,760 --&gt; 00:24:10,020\r\nto it, that includes more\r\n\r\n760\r\n00:24:10,020 --&gt; 00:24:10,930\r\nthan just\" Hey, I'm going\r\n\r\n761\r\n00:24:11,050 --&gt; 00:24:12,020\r\nto train you before we\r\n\r\n762\r\n00:24:12,020 --&gt; 00:24:14,420\r\ngo live next week.\" Or\r\n\r\n763\r\n00:24:14,420 --&gt; 00:24:15,450\r\nan email that comes out\r\n\r\n764\r\n00:24:15,450 --&gt; 00:24:16,140\r\nand says, \" Hey, we're getting\r\n\r\n765\r\n00:24:16,140 --&gt; 00:24:17,680\r\nthis new system and be\r\n\r\n766\r\n00:24:17,680 --&gt; 00:24:18,630\r\naware, you'll get some new\r\n\r\n767\r\n00:24:18,640 --&gt; 00:24:20,990\r\ntraining.\" No, it's engaging and\r\n\r\n768\r\n00:24:20,990 --&gt; 00:24:22,400\r\nthey gave great examples getting\r\n\r\n769\r\n00:24:22,400 --&gt; 00:24:23,950\r\npeople involved early on and\r\n\r\n770\r\n00:24:23,950 --&gt; 00:24:24,980\r\nhaving a say in what\r\n\r\n771\r\n00:24:24,980 --&gt; 00:24:27,400\r\nthings look like, and helping\r\n\r\n772\r\n00:24:27,400 --&gt; 00:24:30,210\r\npeople along. Having supervisors help\r\n\r\n773\r\n00:24:30,210 --&gt; 00:24:32,250\r\ntheir direct staff and having\r\n\r\n774\r\n00:24:32,250 --&gt; 00:24:34,040\r\nexecutives. You mentioned the champion,\r\n\r\n775\r\n00:24:34,040 --&gt; 00:24:35,430\r\nthe sponsorship, these are all\r\n\r\n776\r\n00:24:35,430 --&gt; 00:24:36,740\r\nthings that are really important\r\n\r\n777\r\n00:24:36,740 --&gt; 00:24:37,960\r\nto the success, and they\r\n\r\n778\r\n00:24:37,960 --&gt; 00:24:39,510\r\nlive throughout the project. They're\r\n\r\n779\r\n00:24:39,510 --&gt; 00:24:41,130\r\nnot just an event in time,\r\n\r\n780\r\n00:24:41,750 --&gt; 00:24:42,850\r\nthey're certainly not just an\r\n\r\n781\r\n00:24:42,850 --&gt; 00:24:43,730\r\nevent right at the cut\r\n\r\n782\r\n00:24:43,730 --&gt; 00:24:45,540\r\nover. They start early and\r\n\r\n783\r\n00:24:45,540 --&gt; 00:24:48,300\r\nthey're continuous throughout the project.\r\n\r\n784\r\n00:24:48,300 --&gt; 00:24:51,980\r\nSo communication, coaching, managing the\r\n\r\n785\r\n00:24:51,980 --&gt; 00:24:53,900\r\nresistance that occurs. You have\r\n\r\n786\r\n00:24:53,900 --&gt; 00:24:55,230\r\nto help each individual through\r\n\r\n787\r\n00:24:55,240 --&gt; 00:24:56,580\r\nthe process, and as you\r\n\r\n788\r\n00:24:56,580 --&gt; 00:24:57,890\r\ndo, you're bringing... we talked\r\n\r\n789\r\n00:24:57,890 --&gt; 00:24:58,770\r\nabout the journey and the\r\n\r\n790\r\n00:24:58,770 --&gt; 00:25:00,330\r\nguard rails, right? We're bringing\r\n\r\n791\r\n00:25:00,330 --&gt; 00:25:01,680\r\neverybody along the journey and\r\n\r\n792\r\n00:25:01,680 --&gt; 00:25:02,970\r\nhopefully keeping them within the\r\n\r\n793\r\n00:25:03,300 --&gt; 00:25:04,650\r\nguardrails as we get to\r\n\r\n794\r\n00:25:05,050 --&gt; 00:25:07,250\r\nthat destination, and then have\r\n\r\n795\r\n00:25:07,250 --&gt; 00:25:08,130\r\nsome fun when we get\r\n\r\n796\r\n00:25:08,130 --&gt; 00:25:09,340\r\nthere, right? That we're going\r\n\r\n797\r\n00:25:09,340 --&gt; 00:25:10,430\r\nto enjoy this new place\r\n\r\n798\r\n00:25:10,430 --&gt; 00:25:11,390\r\nwe've gotten to and get\r\n\r\n799\r\n00:25:11,390 --&gt; 00:25:12,650\r\nthe benefits out of it\r\n\r\n800\r\n00:25:13,040 --&gt; 00:25:14,040\r\nthat help our company, our\r\n\r\n801\r\n00:25:14,040 --&gt; 00:25:16,420\r\ncustomers, our staff. That's really\r\n\r\n802\r\n00:25:16,420 --&gt; 00:25:19,130\r\nthe goal. Great. All right\r\n\r\n803\r\n00:25:19,130 --&gt; 00:25:20,830\r\nand as you were indicating\r\n\r\n804\r\n00:25:21,420 --&gt; 00:25:22,770\r\nhow we get there and\r\n\r\n805\r\n00:25:22,770 --&gt; 00:25:24,340\r\nits real life, so we talked\r\n\r\n806\r\n00:25:24,340 --&gt; 00:25:25,750\r\nabout the why and the how\r\n\r\n807\r\n00:25:25,750 --&gt; 00:25:26,830\r\nand the real life with\r\n\r\n808\r\n00:25:26,830 --&gt; 00:25:29,270\r\nthe examples of Coke, but\r\n\r\n809\r\n00:25:29,320 --&gt; 00:25:30,860\r\nlife does get real and\r\n\r\n810\r\n00:25:30,860 --&gt; 00:25:32,040\r\nin the midst of the COVID-\r\n\r\n811\r\n00:25:32,070 --&gt; 00:25:33,840\r\n19, I thought maybe let's\r\n\r\n812\r\n00:25:33,840 --&gt; 00:25:35,500\r\njust speak to a few\r\n\r\n813\r\n00:25:35,500 --&gt; 00:25:39,130\r\npoints Dean and Laurie, can\r\n\r\n814\r\n00:25:39,130 --&gt; 00:25:40,810\r\nyou imagine if you didn't\r\n\r\n815\r\n00:25:40,810 --&gt; 00:25:42,040\r\nmove to the cloud? Some\r\n\r\n816\r\n00:25:42,040 --&gt; 00:25:43,210\r\nof the challenges you may\r\n\r\n817\r\n00:25:43,210 --&gt; 00:25:45,080\r\nhave faced, or what challenges\r\n\r\n818\r\n00:25:45,080 --&gt; 00:25:46,520\r\ndid you not face in\r\n\r\n819\r\n00:25:46,520 --&gt; 00:25:48,070\r\nthe midst of COVID, because\r\n\r\n820\r\n00:25:48,070 --&gt; 00:25:50,510\r\nyou've had the agility of\r\n\r\n821\r\n00:25:50,510 --&gt; 00:25:52,010\r\nthis new type of solution\r\n\r\n822\r\n00:25:52,010 --&gt; 00:25:54,210\r\nyou've implemented. So Dean, any\r\n\r\n823\r\n00:25:54,210 --&gt; 00:25:57,310\r\nthoughts to share? Well yeah, it would have been\r\n\r\n824\r\n00:25:57,960 --&gt; 00:26:00,250\r\na circus. That's for sure.\r\n\r\n825\r\n00:26:00,800 --&gt; 00:26:02,480\r\nThe timing of it was\r\n\r\n826\r\n00:26:02,910 --&gt; 00:26:05,420\r\nvery fortunate for us. Like\r\n\r\n827\r\n00:26:05,420 --&gt; 00:26:07,000\r\nwe had talked about, this\r\n\r\n828\r\n00:26:06,970 --&gt; 00:26:08,140\r\nhad been part of a\r\n\r\n829\r\n00:26:08,140 --&gt; 00:26:11,140\r\nmuch larger effort and it\r\n\r\n830\r\n00:26:11,140 --&gt; 00:26:13,320\r\ncame together pretty nicely. The\r\n\r\n831\r\n00:26:14,960 --&gt; 00:26:16,430\r\noutcome of that, the benefit of\r\n\r\n832\r\n00:26:16,430 --&gt; 00:26:18,620\r\nthat was not just the\r\n\r\n833\r\n00:26:18,620 --&gt; 00:26:19,660\r\nbasic fact that we could\r\n\r\n834\r\n00:26:19,660 --&gt; 00:26:21,500\r\nhave all of the resources work\r\n\r\n835\r\n00:26:21,500 --&gt; 00:26:22,630\r\nfrom home, which we did\r\n\r\n836\r\n00:26:22,630 --&gt; 00:26:23,700\r\nand we did it globally.\r\n\r\n837\r\n00:26:24,080 --&gt; 00:26:27,290\r\nThat included China and India\r\n\r\n838\r\n00:26:27,290 --&gt; 00:26:29,630\r\nand Poland, that was very\r\n\r\n839\r\n00:26:29,630 --&gt; 00:26:31,450\r\nnice. The real outcome for\r\n\r\n840\r\n00:26:31,450 --&gt; 00:26:34,690\r\nall that was that my\r\n\r\n841\r\n00:26:34,690 --&gt; 00:26:36,520\r\ncustomer, which in this case\r\n\r\n842\r\n00:26:36,520 --&gt; 00:26:38,420\r\nwere HR and IT contact\r\n\r\n843\r\n00:26:38,420 --&gt; 00:26:39,980\r\ncenter, service centers, they were\r\n\r\n844\r\n00:26:39,980 --&gt; 00:26:41,510\r\nable to serve their customers\r\n\r\n845\r\n00:26:41,510 --&gt; 00:26:43,140\r\nwho had a whole other\r\n\r\n846\r\n00:26:43,140 --&gt; 00:26:44,320\r\nset of issues pop up.\r\n\r\n847\r\n00:26:44,970 --&gt; 00:26:46,590\r\nThey were able- Serve those customers\r\n\r\n848\r\n00:26:46,590 --&gt; 00:26:48,650\r\nand take an increased amount\r\n\r\n849\r\n00:26:48,650 --&gt; 00:26:50,600\r\nof volume because of that\r\n\r\n850\r\n00:26:50,600 --&gt; 00:26:53,230\r\nsituation, and not have to\r\n\r\n851\r\n00:26:53,230 --&gt; 00:26:54,280\r\nworry about the tool that\r\n\r\n852\r\n00:26:54,280 --&gt; 00:26:55,090\r\nthey were using to do\r\n\r\n853\r\n00:26:55,090 --&gt; 00:26:57,580\r\nit. It just happened basically\r\n\r\n854\r\n00:26:57,580 --&gt; 00:26:59,350\r\npar for the course. They\r\n\r\n855\r\n00:26:59,410 --&gt; 00:27:00,830\r\ndidn't really have to worry\r\n\r\n856\r\n00:27:00,830 --&gt; 00:27:02,030\r\nabout it too much and\r\n\r\n857\r\n00:27:02,460 --&gt; 00:27:05,830\r\nthat was very nice. Good, and Laurie,\r\n\r\n858\r\n00:27:05,830 --&gt; 00:27:08,530\r\ngiven that companies are involved\r\n\r\n859\r\n00:27:08,530 --&gt; 00:27:09,900\r\nin migration are already moving\r\n\r\n860\r\n00:27:09,900 --&gt; 00:27:11,700\r\ntowards a new normal, how\r\n\r\n861\r\n00:27:11,700 --&gt; 00:27:14,100\r\nhas the COVID situation impacted\r\n\r\n862\r\n00:27:14,840 --&gt; 00:27:18,250\r\nyour organization and strategy? Yeah,\r\n\r\n863\r\n00:27:18,270 --&gt; 00:27:19,670\r\nso I mean we've been...\r\n\r\n864\r\n00:27:19,890 --&gt; 00:27:21,870\r\nas consultants, we're helping people\r\n\r\n865\r\n00:27:21,870 --&gt; 00:27:23,600\r\nwith cloud solutions or deciding\r\n\r\n866\r\n00:27:23,600 --&gt; 00:27:24,300\r\nshould they go to the\r\n\r\n867\r\n00:27:24,300 --&gt; 00:27:25,470\r\ncloud all the time, right?\r\n\r\n868\r\n00:27:25,470 --&gt; 00:27:26,390\r\nFor years we've been doing\r\n\r\n869\r\n00:27:26,390 --&gt; 00:27:29,500\r\nthat and there was definitely\r\n\r\n870\r\n00:27:29,500 --&gt; 00:27:31,570\r\nlots of momentum, but this\r\n\r\n871\r\n00:27:31,570 --&gt; 00:27:33,560\r\nis a breakthrough, right? I\r\n\r\n872\r\n00:27:33,560 --&gt; 00:27:35,330\r\nsay people that were entrenched\r\n\r\n873\r\n00:27:35,330 --&gt; 00:27:36,180\r\nin their bunker of like, \"\r\n\r\n874\r\n00:27:36,200 --&gt; 00:27:38,160\r\nOh no, I'm afraid or\r\n\r\n875\r\n00:27:38,160 --&gt; 00:27:40,240\r\nit's too expensive over time. I want\r\n\r\n876\r\n00:27:40,800 --&gt; 00:27:43,600\r\nhave control.\" Those barriers got\r\n\r\n877\r\n00:27:43,600 --&gt; 00:27:45,660\r\nbusted pretty fast with COVID.\r\n\r\n878\r\n00:27:45,660 --&gt; 00:27:46,690\r\nSo a lot of people\r\n\r\n879\r\n00:27:46,690 --&gt; 00:27:47,570\r\nwere on cloud and they\r\n\r\n880\r\n00:27:47,570 --&gt; 00:27:48,630\r\ncould take advantage of it\r\n\r\n881\r\n00:27:48,900 --&gt; 00:27:51,730\r\nanytime, anywhere model. It's never\r\n\r\n882\r\n00:27:51,730 --&gt; 00:27:53,010\r\nbeen a better time for\r\n\r\n883\r\n00:27:53,010 --&gt; 00:27:55,230\r\nthat. I wrote an article\r\n\r\n884\r\n00:27:55,230 --&gt; 00:27:56,650\r\nrecently about resiliency and I\r\n\r\n885\r\n00:27:56,650 --&gt; 00:27:58,020\r\nput cloud as my number\r\n\r\n886\r\n00:27:58,020 --&gt; 00:28:00,600\r\none technology enabler, right? It\r\n\r\n887\r\n00:28:00,600 --&gt; 00:28:02,520\r\nreally helps people and Coke's\r\n\r\n888\r\n00:28:02,520 --&gt; 00:28:03,740\r\nexample of they were ready\r\n\r\n889\r\n00:28:03,740 --&gt; 00:28:04,940\r\nto do that. So I\r\n\r\n890\r\n00:28:04,940 --&gt; 00:28:06,650\r\nthink it's really taken the\r\n\r\n891\r\n00:28:06,650 --&gt; 00:28:09,130\r\nresistant leaders, whether they were\r\n\r\n892\r\n00:28:09,560 --&gt; 00:28:10,890\r\nIT or finance or whatever department\r\n\r\n893\r\n00:28:11,470 --&gt; 00:28:12,980\r\nthey were in, it's been\r\n\r\n894\r\n00:28:12,980 --&gt; 00:28:14,060\r\na breakthrough to say, \" Wow,\r\n\r\n895\r\n00:28:14,470 --&gt; 00:28:15,190\r\nwe got to do this.\r\n\r\n896\r\n00:28:15,190 --&gt; 00:28:16,080\r\nWe got to make sure\r\n\r\n897\r\n00:28:16,080 --&gt; 00:28:17,160\r\nour people are safe.\" That\r\n\r\n898\r\n00:28:17,160 --&gt; 00:28:18,210\r\ncould be home agents. It\r\n\r\n899\r\n00:28:18,210 --&gt; 00:28:19,790\r\ncould... we have clients that\r\n\r\n900\r\n00:28:19,790 --&gt; 00:28:21,140\r\nhave scattered people in buildings,\r\n\r\n901\r\n00:28:21,140 --&gt; 00:28:22,940\r\nright? Back office people work\r\n\r\n902\r\n00:28:22,940 --&gt; 00:28:24,610\r\nfrom home and contact center\r\n\r\n903\r\n00:28:24,610 --&gt; 00:28:25,710\r\npeople are spread out in\r\n\r\n904\r\n00:28:25,710 --&gt; 00:28:27,680\r\nother buildings. There's different models\r\n\r\n905\r\n00:28:27,680 --&gt; 00:28:28,650\r\nthat people have done to\r\n\r\n906\r\n00:28:28,650 --&gt; 00:28:30,000\r\nkeep their staff safe. Not\r\n\r\n907\r\n00:28:30,000 --&gt; 00:28:31,320\r\neverybody can work from home\r\n\r\n908\r\n00:28:31,320 --&gt; 00:28:33,510\r\neasily. Right. So those are\r\n\r\n909\r\n00:28:33,970 --&gt; 00:28:35,100\r\nsome neat things that we've\r\n\r\n910\r\n00:28:35,100 --&gt; 00:28:36,960\r\nseen in terms of the\r\n\r\n911\r\n00:28:36,960 --&gt; 00:28:38,900\r\nreaction and the resiliency that\r\n\r\n912\r\n00:28:38,900 --&gt; 00:28:41,420\r\npeople have. I think we\r\n\r\n913\r\n00:28:41,420 --&gt; 00:28:42,680\r\njust need to recognize that\r\n\r\n914\r\n00:28:42,680 --&gt; 00:28:44,960\r\nneed for agility going forward,\r\n\r\n915\r\n00:28:44,960 --&gt; 00:28:47,360\r\nwhether it's whatever else coronavirus\r\n\r\n916\r\n00:28:47,360 --&gt; 00:28:48,410\r\nthrows at us or other\r\n\r\n917\r\n00:28:48,410 --&gt; 00:28:50,240\r\nthings that businesses are changing.\r\n\r\n918\r\n00:28:50,380 --&gt; 00:28:51,550\r\nIt's no longer just like, \"\r\n\r\n919\r\n00:28:51,780 --&gt; 00:28:52,390\r\nOh, we might have a\r\n\r\n920\r\n00:28:52,390 --&gt; 00:28:54,220\r\nhurricane, we need business continuity\r\n\r\n921\r\n00:28:54,220 --&gt; 00:28:56,130\r\ndisaster recovery.\" Right? We are\r\n\r\n922\r\n00:28:56,410 --&gt; 00:28:58,690\r\nvolume is volatile and some\r\n\r\n923\r\n00:28:58,690 --&gt; 00:29:00,080\r\nplaces it's up like crazy,\r\n\r\n924\r\n00:29:00,080 --&gt; 00:29:01,390\r\nsome places it's down like\r\n\r\n925\r\n00:29:01,390 --&gt; 00:29:03,020\r\ncrazy and then we just\r\n\r\n926\r\n00:29:03,020 --&gt; 00:29:04,120\r\nneed this agility to be\r\n\r\n927\r\n00:29:04,120 --&gt; 00:29:06,060\r\nable to move to home,\r\n\r\n928\r\n00:29:06,060 --&gt; 00:29:07,330\r\nmove to other buildings, maybe\r\n\r\n929\r\n00:29:07,330 --&gt; 00:29:09,880\r\nsome move back hopefully. Okay.\r\n\r\n930\r\n00:29:09,930 --&gt; 00:29:11,520\r\nLots of things. It's a\r\n\r\n931\r\n00:29:11,520 --&gt; 00:29:13,010\r\nchange game and in that\r\n\r\n932\r\n00:29:13,010 --&gt; 00:29:14,330\r\narticle, I mentioned the resiliency\r\n\r\n933\r\n00:29:14,330 --&gt; 00:29:15,660\r\narticle. I emphasize that you got\r\n\r\n934\r\n00:29:15,660 --&gt; 00:29:16,520\r\nto have a plan that\r\n\r\n935\r\n00:29:16,520 --&gt; 00:29:17,930\r\nthinks about all these things\r\n\r\n936\r\n00:29:17,930 --&gt; 00:29:18,950\r\nand that you're ready. A\r\n\r\n937\r\n00:29:18,950 --&gt; 00:29:19,670\r\nlot of people did it\r\n\r\n938\r\n00:29:19,670 --&gt; 00:29:21,120\r\non the fly, but now's\r\n\r\n939\r\n00:29:21,120 --&gt; 00:29:21,940\r\nthe time and cloud's a\r\n\r\n940\r\n00:29:21,940 --&gt; 00:29:24,560\r\nhuge enabler for that. So\r\n\r\n941\r\n00:29:24,560 --&gt; 00:29:26,060\r\nDean, what's the new normal\r\n\r\n942\r\n00:29:26,060 --&gt; 00:29:31,020\r\nfor your organization? Well I don't\r\n\r\n943\r\n00:29:31,270 --&gt; 00:29:33,470\r\nknow. We maybe in it, right?\r\n\r\n944\r\n00:29:33,980 --&gt; 00:29:35,620\r\nThis may be it. We\r\n\r\n945\r\n00:29:35,620 --&gt; 00:29:36,820\r\nare currently that I have\r\n\r\n946\r\n00:29:36,820 --&gt; 00:29:38,080\r\nbeen seeing and I'm sure\r\n\r\n947\r\n00:29:38,490 --&gt; 00:29:40,580\r\nJulie's seen some chatter about\r\n\r\n948\r\n00:29:40,580 --&gt; 00:29:41,910\r\ncoming back into the office,\r\n\r\n949\r\n00:29:43,020 --&gt; 00:29:45,340\r\nand I think people start coming\r\n\r\n950\r\n00:29:45,340 --&gt; 00:29:47,330\r\nin in small groups, and\r\n\r\n951\r\n00:29:48,260 --&gt; 00:29:48,900\r\npeople want to get out of\r\n\r\n952\r\n00:29:48,930 --&gt; 00:29:50,070\r\nthe house. I know that,\r\n\r\n953\r\n00:29:50,700 --&gt; 00:29:51,540\r\nbut I think- A lot\r\n\r\n954\r\n00:29:51,540 --&gt; 00:29:54,180\r\nof people will probably adjust\r\n\r\n955\r\n00:29:54,690 --&gt; 00:29:55,900\r\ntheir perspective on this as\r\n\r\n956\r\n00:29:55,900 --&gt; 00:29:58,920\r\na result. Julie, before I\r\n\r\n957\r\n00:29:58,920 --&gt; 00:30:00,080\r\nask you for some final\r\n\r\n958\r\n00:30:00,080 --&gt; 00:30:02,410\r\nthoughts and recommendations, would love\r\n\r\n959\r\n00:30:02,410 --&gt; 00:30:05,080\r\nto hear what is the\r\n\r\n960\r\n00:30:05,080 --&gt; 00:30:07,780\r\nnew normal to you? Yeah.\r\n\r\n961\r\n00:30:08,400 --&gt; 00:30:09,560\r\nI mean personally, I think\r\n\r\n962\r\n00:30:09,560 --&gt; 00:30:10,730\r\nthe new normal for me\r\n\r\n963\r\n00:30:10,730 --&gt; 00:30:11,950\r\nis working from home. I\r\n\r\n964\r\n00:30:13,720 --&gt; 00:30:15,010\r\nkind of like this environment.\r\n\r\n965\r\n00:30:15,010 --&gt; 00:30:16,410\r\nI know others don't and\r\n\r\n966\r\n00:30:16,860 --&gt; 00:30:18,670\r\nit's just not conducive to\r\n\r\n967\r\n00:30:18,670 --&gt; 00:30:23,080\r\nthem, but... yeah, the cloud and\r\n\r\n968\r\n00:30:23,240 --&gt; 00:30:29,160\r\nthe internet connectivity has really\r\n\r\n969\r\n00:30:29,160 --&gt; 00:30:30,780\r\nplayed into this, right? I\r\n\r\n970\r\n00:30:30,780 --&gt; 00:30:33,450\r\nmean, it's all what we're doing now\r\n\r\n971\r\n00:30:33,450 --&gt; 00:30:36,830\r\nfor work. Okay. So as we start\r\n\r\n972\r\n00:30:36,890 --&gt; 00:30:38,430\r\nto wrap up this conversation\r\n\r\n973\r\n00:30:38,430 --&gt; 00:30:39,780\r\nof change management as we\r\n\r\n974\r\n00:30:39,780 --&gt; 00:30:41,700\r\nsee, it's broad in many\r\n\r\n975\r\n00:30:41,700 --&gt; 00:30:43,510\r\ndifferent things, not just technology\r\n\r\n976\r\n00:30:43,510 --&gt; 00:30:44,700\r\nbut just what the new\r\n\r\n977\r\n00:30:44,700 --&gt; 00:30:47,220\r\nnormal is. Julie, any final\r\n\r\n978\r\n00:30:47,220 --&gt; 00:30:49,020\r\nthoughts or recommendations that you\r\n\r\n979\r\n00:30:49,020 --&gt; 00:30:50,900\r\nwant to reiterate and emphasize?\r\n\r\n980\r\n00:30:50,940 --&gt; 00:30:52,310\r\nBecause you and your team\r\n\r\n981\r\n00:30:52,310 --&gt; 00:30:54,770\r\njust did such remarkable things\r\n\r\n982\r\n00:30:54,770 --&gt; 00:30:56,240\r\nthat at times, I can just\r\n\r\n983\r\n00:30:56,240 --&gt; 00:30:57,610\r\nthink you're like, \" Well that's\r\n\r\n984\r\n00:30:57,610 --&gt; 00:30:58,950\r\njust business as usual.\" But\r\n\r\n985\r\n00:30:58,950 --&gt; 00:31:00,000\r\nit was incredible that the\r\n\r\n986\r\n00:31:01,040 --&gt; 00:31:02,680\r\naccomplishments that you did with\r\n\r\n987\r\n00:31:02,680 --&gt; 00:31:05,650\r\nthe languages, getting people to\r\n\r\n988\r\n00:31:05,650 --&gt; 00:31:07,710\r\nlet things go, so please\r\n\r\n989\r\n00:31:07,710 --&gt; 00:31:09,530\r\nshare with us any final...\r\n\r\n990\r\n00:31:10,280 --&gt; 00:31:11,990\r\nrecommendations and sing the praises\r\n\r\n991\r\n00:31:11,990 --&gt; 00:31:14,750\r\nof your team. Well yeah,\r\n\r\n992\r\n00:31:15,380 --&gt; 00:31:17,270\r\nit was definitely a team\r\n\r\n993\r\n00:31:17,270 --&gt; 00:31:18,210\r\nevent, right? It takes a\r\n\r\n994\r\n00:31:18,210 --&gt; 00:31:20,750\r\ngreat team, but I would\r\n\r\n995\r\n00:31:20,750 --&gt; 00:31:22,330\r\njust say from a recommendation\r\n\r\n996\r\n00:31:22,330 --&gt; 00:31:25,120\r\nis to develop that organizational\r\n\r\n997\r\n00:31:25,120 --&gt; 00:31:27,230\r\nchange framework and those guardrails\r\n\r\n998\r\n00:31:27,230 --&gt; 00:31:28,730\r\nthat we talked about, and\r\n\r\n999\r\n00:31:28,730 --&gt; 00:31:29,580\r\nthen tune it as you\r\n\r\n1000\r\n00:31:29,580 --&gt; 00:31:30,860\r\napply the model to your\r\n\r\n1001\r\n00:31:30,870 --&gt; 00:31:33,290\r\nprojects and your changes. You're\r\n\r\n1002\r\n00:31:33,350 --&gt; 00:31:33,980\r\nnot going to get it\r\n\r\n1003\r\n00:31:33,980 --&gt; 00:31:35,440\r\nright the first time, right?\r\n\r\n1004\r\n00:31:35,480 --&gt; 00:31:39,440\r\nAnd it's okay. it's okay.\r\n\r\n1005\r\n00:31:39,590 --&gt; 00:31:41,870\r\nIt's ever evolving, it's ever\r\n\r\n1006\r\n00:31:41,970 --&gt; 00:31:43,750\r\nchanging what we're having to\r\n\r\n1007\r\n00:31:43,750 --&gt; 00:31:45,590\r\ndo now, right? So create\r\n\r\n1008\r\n00:31:45,590 --&gt; 00:31:46,990\r\na safe environment for your\r\n\r\n1009\r\n00:31:46,990 --&gt; 00:31:48,960\r\ncustomers and your stakeholders to\r\n\r\n1010\r\n00:31:48,960 --&gt; 00:31:51,710\r\ngive feedback. After, during your\r\n\r\n1011\r\n00:31:51,710 --&gt; 00:31:54,850\r\nprojects, right? Constant feedback, we\r\n\r\n1012\r\n00:31:54,850 --&gt; 00:31:56,770\r\nneed that feedback and then\r\n\r\n1013\r\n00:31:56,770 --&gt; 00:31:57,980\r\nwe need the agility to\r\n\r\n1014\r\n00:31:57,980 --&gt; 00:31:59,430\r\nmake those changes as we're\r\n\r\n1015\r\n00:31:59,430 --&gt; 00:32:00,940\r\ngoing through the process, and\r\n\r\n1016\r\n00:32:00,940 --&gt; 00:32:03,210\r\nthen apply that feedback and\r\n\r\n1017\r\n00:32:04,070 --&gt; 00:32:05,270\r\noften times when we start\r\n\r\n1018\r\n00:32:05,270 --&gt; 00:32:06,290\r\na new project, we don't\r\n\r\n1019\r\n00:32:06,380 --&gt; 00:32:07,620\r\nstop and go, \" Okay, what\r\n\r\n1020\r\n00:32:07,620 --&gt; 00:32:08,960\r\nlessons did we learn from\r\n\r\n1021\r\n00:32:09,000 --&gt; 00:32:10,990\r\nother projects that we can\r\n\r\n1022\r\n00:32:10,990 --&gt; 00:32:12,670\r\napply to this new project\r\n\r\n1023\r\n00:32:12,670 --&gt; 00:32:14,860\r\nor change, right?\" So just\r\n\r\n1024\r\n00:32:15,250 --&gt; 00:32:18,330\r\nbe flexible, be adaptable and\r\n\r\n1025\r\n00:32:18,850 --&gt; 00:32:20,430\r\nmaybe our organization is so\r\n\r\n1026\r\n00:32:20,430 --&gt; 00:32:21,580\r\nlarge and complex that you\r\n\r\n1027\r\n00:32:21,580 --&gt; 00:32:24,580\r\nneed to create a group\r\n\r\n1028\r\n00:32:24,590 --&gt; 00:32:26,440\r\nof individuals to take on\r\n\r\n1029\r\n00:32:26,440 --&gt; 00:32:28,330\r\nthis responsibility. We are lucky\r\n\r\n1030\r\n00:32:28,330 --&gt; 00:32:29,370\r\nenough at Coke to have\r\n\r\n1031\r\n00:32:29,370 --&gt; 00:32:32,220\r\nan organizational change management team\r\n\r\n1032\r\n00:32:32,680 --&gt; 00:32:34,090\r\nthat helps us out in\r\n\r\n1033\r\n00:32:34,090 --&gt; 00:32:37,010\r\nthis area. So yeah, look\r\n\r\n1034\r\n00:32:37,010 --&gt; 00:32:39,960\r\nat that complexity and adapt.\r\n\r\n1035\r\n00:32:39,960 --&gt; 00:32:43,450\r\nAnd- So that's my- Dean,\r\n\r\n1036\r\n00:32:43,450 --&gt; 00:32:45,640\r\nI think it's finding talent like Julie\r\n\r\n1037\r\n00:32:46,360 --&gt; 00:32:48,140\r\nreally brings it home on\r\n\r\n1038\r\n00:32:48,140 --&gt; 00:32:48,930\r\nwhat needs to be done\r\n\r\n1039\r\n00:32:48,930 --&gt; 00:32:52,780\r\nfor change management. Oh absolutely\r\n\r\n1040\r\n00:32:52,780 --&gt; 00:32:54,450\r\nyeah, and in the adapt\r\n\r\n1041\r\n00:32:54,530 --&gt; 00:32:56,220\r\npiece really hits home with\r\n\r\n1042\r\n00:32:56,220 --&gt; 00:32:58,160\r\nme. I think with a\r\n\r\n1043\r\n00:32:58,160 --&gt; 00:32:59,700\r\nproject that goes on for\r\n\r\n1044\r\n00:32:59,700 --&gt; 00:33:02,650\r\nweeks or months, within a\r\n\r\n1045\r\n00:33:02,650 --&gt; 00:33:03,900\r\nprogram that goes on for\r\n\r\n1046\r\n00:33:04,060 --&gt; 00:33:05,700\r\nthat long things are going\r\n\r\n1047\r\n00:33:05,700 --&gt; 00:33:06,630\r\nto go wrong. You're not\r\n\r\n1048\r\n00:33:06,630 --&gt; 00:33:07,650\r\ngoing to get everything right\r\n\r\n1049\r\n00:33:07,700 --&gt; 00:33:08,780\r\n100% of the time, things\r\n\r\n1050\r\n00:33:08,780 --&gt; 00:33:08,900\r\nare going to go wrong.\r\n\r\n1051\r\n00:33:08,900 --&gt; 00:33:10,380\r\nYou're not going to get everything right 100% of the time. It's a good sports\r\n\r\n1052\r\n00:33:10,380 --&gt; 00:33:13,300\r\nor football metaphor, Tom Brady's\r\n\r\n1053\r\n00:33:13,300 --&gt; 00:33:14,800\r\nwon a lot of Super\r\n\r\n1054\r\n00:33:14,800 --&gt; 00:33:16,190\r\nBowls, but he doesn't get\r\n\r\n1055\r\n00:33:17,140 --&gt; 00:33:18,920\r\ntouchdown on every play. There's...\r\n\r\n1056\r\n00:33:19,200 --&gt; 00:33:20,060\r\nhe turns the ball over every\r\n\r\n1057\r\n00:33:20,250 --&gt; 00:33:20,850\r\nonce in a while, there's\r\n\r\n1058\r\n00:33:20,850 --&gt; 00:33:22,990\r\nfumbles and that kind of stuff, but\r\n\r\n1059\r\n00:33:22,990 --&gt; 00:33:24,330\r\nyou got to keep looking\r\n\r\n1060\r\n00:33:24,330 --&gt; 00:33:26,070\r\ndownfield and keep driving towards\r\n\r\n1061\r\n00:33:26,070 --&gt; 00:33:27,690\r\nthat goal and adapt and adjust.\r\n\r\n1062\r\n00:33:28,510 --&gt; 00:33:31,700\r\nOkay. Laurie, you've talked very\r\n\r\n1063\r\n00:33:31,700 --&gt; 00:33:34,410\r\npassionately about resiliency and planning,\r\n\r\n1064\r\n00:33:34,410 --&gt; 00:33:35,830\r\nso any final thoughts or\r\n\r\n1065\r\n00:33:35,830 --&gt; 00:33:39,120\r\nrecommendations on changing change management?\r\n\r\n1066\r\n00:33:40,130 --&gt; 00:33:41,040\r\nYeah, I guess I would\r\n\r\n1067\r\n00:33:41,040 --&gt; 00:33:42,870\r\njust emphasize what I've seen\r\n\r\n1068\r\n00:33:42,870 --&gt; 00:33:44,080\r\nin the past, so pre-\r\n\r\n1069\r\n00:33:44,080 --&gt; 00:33:47,290\r\nCOVID, both change management and\r\n\r\n1070\r\n00:33:47,290 --&gt; 00:33:48,770\r\nresiliency planning, what used to\r\n\r\n1071\r\n00:33:48,770 --&gt; 00:33:50,760\r\nbe business continuity, disaster recovery\r\n\r\n1072\r\n00:33:50,760 --&gt; 00:33:52,090\r\nwas one of those things\r\n\r\n1073\r\n00:33:52,090 --&gt; 00:33:53,410\r\neverybody probably thought, \" Oh, we\r\n\r\n1074\r\n00:33:53,410 --&gt; 00:33:54,460\r\nshould do that.\" But they\r\n\r\n1075\r\n00:33:54,480 --&gt; 00:33:56,540\r\ndidn't prioritize it. They didn't\r\n\r\n1076\r\n00:33:56,770 --&gt; 00:33:58,960\r\ninvest in it. I call\r\n\r\n1077\r\n00:33:58,960 --&gt; 00:34:00,330\r\nit insurance policies. It's the\r\n\r\n1078\r\n00:34:00,330 --&gt; 00:34:01,060\r\nkind of thing that you\r\n\r\n1079\r\n00:34:01,060 --&gt; 00:34:02,230\r\ndon't like spending money on,\r\n\r\n1080\r\n00:34:02,230 --&gt; 00:34:03,100\r\nbut boy are you glad\r\n\r\n1081\r\n00:34:03,100 --&gt; 00:34:03,820\r\nyou have it when you\r\n\r\n1082\r\n00:34:03,820 --&gt; 00:34:05,820\r\nneed it. I think we've\r\n\r\n1083\r\n00:34:05,820 --&gt; 00:34:06,940\r\nall learned, \" Boy, do we\r\n\r\n1084\r\n00:34:06,940 --&gt; 00:34:08,700\r\nneed it.\" Right? So I\r\n\r\n1085\r\n00:34:08,700 --&gt; 00:34:10,300\r\nthink going forward, I hope\r\n\r\n1086\r\n00:34:10,300 --&gt; 00:34:11,320\r\nthat everybody will have a\r\n\r\n1087\r\n00:34:11,320 --&gt; 00:34:14,000\r\nnew prioritization of that both\r\n\r\n1088\r\n00:34:14,050 --&gt; 00:34:15,990\r\napplying change management to help\r\n\r\n1089\r\n00:34:15,990 --&gt; 00:34:18,220\r\npeople, this is a difficult\r\n\r\n1090\r\n00:34:18,220 --&gt; 00:34:19,450\r\ntime, it's a scary time\r\n\r\n1091\r\n00:34:19,450 --&gt; 00:34:20,790\r\nand we got more ahead,\r\n\r\n1092\r\n00:34:20,790 --&gt; 00:34:21,860\r\nright? Nobody thinks this is\r\n\r\n1093\r\n00:34:21,860 --&gt; 00:34:23,150\r\na short little path we're\r\n\r\n1094\r\n00:34:23,150 --&gt; 00:34:25,210\r\non and companies will continue\r\n\r\n1095\r\n00:34:25,210 --&gt; 00:34:26,290\r\nto adjust in ways they\r\n\r\n1096\r\n00:34:26,290 --&gt; 00:34:28,550\r\ncan't foresee right now. So\r\n\r\n1097\r\n00:34:28,550 --&gt; 00:34:30,200\r\nI think prioritizing that and\r\n\r\n1098\r\n00:34:30,200 --&gt; 00:34:32,070\r\nusing the tools of change\r\n\r\n1099\r\n00:34:32,070 --&gt; 00:34:33,580\r\nmanagement like they do project\r\n\r\n1100\r\n00:34:33,580 --&gt; 00:34:36,180\r\nmanagement and putting some emphasis\r\n\r\n1101\r\n00:34:36,180 --&gt; 00:34:38,400\r\non the resiliency planning, so\r\n\r\n1102\r\n00:34:38,400 --&gt; 00:34:40,490\r\nthat they can... like Julia\r\n\r\n1103\r\n00:34:40,490 --&gt; 00:34:41,440\r\nwas saying, learn from the\r\n\r\n1104\r\n00:34:41,440 --&gt; 00:34:43,020\r\nlast time and do the\r\n\r\n1105\r\n00:34:43,020 --&gt; 00:34:44,350\r\nthings a little bit better.\r\n\r\n1106\r\n00:34:44,350 --&gt; 00:34:45,280\r\nI'm sure there's a lot\r\n\r\n1107\r\n00:34:45,280 --&gt; 00:34:46,310\r\nof people working from home\r\n\r\n1108\r\n00:34:46,310 --&gt; 00:34:47,700\r\ngoing, \" This is not ideal.\r\n\r\n1109\r\n00:34:48,540 --&gt; 00:34:49,380\r\nI don't have the screen\"\r\n\r\n1110\r\n00:34:50,470 --&gt; 00:34:51,710\r\nIT departments going, \" We don't\r\n\r\n1111\r\n00:34:51,710 --&gt; 00:34:53,230\r\nhave exactly the security we\r\n\r\n1112\r\n00:34:53,230 --&gt; 00:34:54,370\r\nneed.\" There's all kinds of\r\n\r\n1113\r\n00:34:54,370 --&gt; 00:34:55,330\r\nthings you can think about,\r\n\r\n1114\r\n00:34:55,330 --&gt; 00:34:57,860\r\nright? So hopefully learns from\r\n\r\n1115\r\n00:34:57,860 --&gt; 00:34:59,210\r\nit, takes it forward and\r\n\r\n1116\r\n00:34:59,210 --&gt; 00:35:00,070\r\ngets it right, and helps\r\n\r\n1117\r\n00:35:00,070 --&gt; 00:35:01,390\r\npeople adapt to the changes\r\n\r\n1118\r\n00:35:01,390 --&gt; 00:35:03,070\r\nthat are inevitably ahead on\r\n\r\n1119\r\n00:35:03,070 --&gt; 00:35:06,000\r\nprojects or things that get\r\n\r\n1120\r\n00:35:06,000 --&gt; 00:35:06,920\r\nthrown at us that we\r\n\r\n1121\r\n00:35:06,920 --&gt; 00:35:09,500\r\nhave to react to. Well\r\n\r\n1122\r\n00:35:09,500 --&gt; 00:35:10,390\r\nit's been a pleasure to\r\n\r\n1123\r\n00:35:10,390 --&gt; 00:35:12,390\r\nhear everybody, because out in\r\n\r\n1124\r\n00:35:12,390 --&gt; 00:35:13,730\r\nthe field and it's actually\r\n\r\n1125\r\n00:35:13,730 --&gt; 00:35:15,070\r\napplied, really think it's the\r\n\r\n1126\r\n00:35:15,070 --&gt; 00:35:17,170\r\nbest story. What we've heard\r\n\r\n1127\r\n00:35:17,170 --&gt; 00:35:18,360\r\ntoday from all of you\r\n\r\n1128\r\n00:35:18,360 --&gt; 00:35:19,830\r\nis that you decide what\r\n\r\n1129\r\n00:35:19,830 --&gt; 00:35:21,050\r\nthe best practice was for\r\n\r\n1130\r\n00:35:21,050 --&gt; 00:35:23,020\r\nyou in your organization. You\r\n\r\n1131\r\n00:35:23,020 --&gt; 00:35:24,880\r\nleverage lessons learned, I love\r\n\r\n1132\r\n00:35:25,110 --&gt; 00:35:26,220\r\nthe message, \" It's okay to\r\n\r\n1133\r\n00:35:26,220 --&gt; 00:35:30,240\r\nmake mistakes.\" I think it's\r\n\r\n1134\r\n00:35:30,240 --&gt; 00:35:31,300\r\nfair to say that too\r\n\r\n1135\r\n00:35:31,300 --&gt; 00:35:32,990\r\noften change management has always\r\n\r\n1136\r\n00:35:32,990 --&gt; 00:35:34,520\r\nbeen seen as a nonessential\r\n\r\n1137\r\n00:35:34,520 --&gt; 00:35:35,440\r\nand a nice to have,\r\n\r\n1138\r\n00:35:35,440 --&gt; 00:35:37,540\r\nbut it is actually extremely\r\n\r\n1139\r\n00:35:37,540 --&gt; 00:35:39,470\r\nimportant and an essential component\r\n\r\n1140\r\n00:35:39,860 --&gt; 00:35:41,640\r\nto not only increase the\r\n\r\n1141\r\n00:35:41,640 --&gt; 00:35:43,160\r\nadoption, but make it a\r\n\r\n1142\r\n00:35:43,160 --&gt; 00:35:45,490\r\nreality. Whatever that new normal\r\n\r\n1143\r\n00:35:45,490 --&gt; 00:35:47,630\r\nis and to simply achieve\r\n\r\n1144\r\n00:35:47,630 --&gt; 00:35:49,210\r\nyour vision. So with that,\r\n\r\n1145\r\n00:35:49,210 --&gt; 00:35:50,080\r\nI'd like to thank all\r\n\r\n1146\r\n00:35:50,080 --&gt; 00:35:51,320\r\nof you for sharing your\r\n\r\n1147\r\n00:35:51,320 --&gt; 00:35:53,270\r\ninsight, your stories, which I\r\n\r\n1148\r\n00:35:53,270 --&gt; 00:35:54,950\r\nreally love and your personal\r\n\r\n1149\r\n00:35:54,950 --&gt; 00:35:57,410\r\nexperiences. Last chance for any\r\n\r\n1150\r\n00:35:57,410 --&gt; 00:35:58,990\r\nfinal comments and messages you\r\n\r\n1151\r\n00:35:58,990 --&gt; 00:36:00,280\r\nwant to share. If not,\r\n\r\n1152\r\n00:36:00,280 --&gt; 00:36:01,880\r\nI'll hand everything back over\r\n\r\n1153\r\n00:36:01,880 --&gt; 00:36:06,660\r\nto Josh. Thank you. cue\r\n\r\n1154\r\n00:36:06,660 --&gt; 00:36:14,940\r\nto Josh. Sounds good. Well thanks everybody\r\n\r\n1155\r\n00:36:14,940 --&gt; 00:36:17,360\r\non the panel. Absolutely awesome\r\n\r\n1156\r\n00:36:17,360 --&gt; 00:36:20,050\r\ndiscussion. Everybody in the audience\r\n\r\n1157\r\n00:36:20,050 --&gt; 00:36:21,510\r\nwho are watching this on\r\n\r\n1158\r\n00:36:21,510 --&gt; 00:36:22,930\r\ndemand, be sure to check\r\n\r\n1159\r\n00:36:22,930 --&gt; 00:36:24,040\r\nout the resource list below,\r\n\r\n1160\r\n00:36:24,040 --&gt; 00:36:25,570\r\nthe Q&amp; A window, clicking\r\n\r\n1161\r\n00:36:25,570 --&gt; 00:36:26,520\r\nthose links will open up\r\n\r\n1162\r\n00:36:26,520 --&gt; 00:36:27,380\r\nin a new tab in\r\n\r\n1163\r\n00:36:27,380 --&gt; 00:36:29,110\r\nyour browser and truly expand\r\n\r\n1164\r\n00:36:29,110 --&gt; 00:36:30,490\r\non today's topic of change\r\n\r\n1165\r\n00:36:30,490 --&gt; 00:36:33,630\r\nmanagement. And on behalf of\r\n\r\n1166\r\n00:36:33,630 --&gt; 00:36:34,760\r\nthe entire team and all\r\n\r\n1167\r\n00:36:34,760 --&gt; 00:36:36,000\r\nof our presenters on the\r\n\r\n1168\r\n00:36:36,000 --&gt; 00:36:37,010\r\npanel today, I want to thank you for\r\n\r\n1169\r\n00:36:37,810 --&gt; 00:36:39,070\r\nyour time in attending this\r\n\r\n1170\r\n00:36:39,070 --&gt; 00:36:41,090\r\non demand webinar, and until\r\n\r\n1171\r\n00:36:41,090 --&gt; 00:36:42,130\r\nnext time, have a good\r\n\r\n1172\r\n00:36:42,130 --&gt; 00:36:45,560\r\none. you. Thanks.\r\n\r\n[mktoform form_type=\"hot\" cta_header=\"WATCH THE ON-DEMAND RECORDING\" cta_button=\"Watch Now!\" cms_hold=\"RG\" cid_id=\"7011T000001t6fSQAQ\"]\r\nMeet the Speakers\r\n\r\nJodi Thompson\r\nSir Principal Business Consultant,\r\nGenesys\r\n\r\nLori Bocklund\r\nPresident,\r\nStrategic Contact\r\n\r\nDean Thames\r\nPlatform Architect,\r\nKoch Global Services\r\n\r\nJulie Hopkins\r\nProject Manager,\r\nKoch Global Services\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"AppFoundry,Improve customer experience\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/the-role-of-voice-ai-in-business-continuity?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">AppFoundry Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">The role of Voice AI in business continuity<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nAppFoundry Webinar\r\n\r\nThe role of Voice AI in business continuity\r\n[cutoff co_thick=\"2px\"]Friday, May 29, 2020 at 8AM PST\r\n\r\nBusiness-as-usual in the call center is transforming \u2014 from the technology to analyze calls, to team structure, to how remote agents are enabled to provide more empathetic customer experiences.\r\n\r\nAs we enter month three of one of the biggest global disruptions contact centers have seen, business continuity is becoming an increasingly delicate challenge.\r\n\r\nFrom 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.\r\n\r\nIn this webinar, you\u2019ll learn:\r\n\r\n \tTop voice interactions you should be monitoring to mitigate business impact of COVID-19\r\n \tWays to use Voice AI to improve customer experiences at scale\r\n \tHow to leverage voice calls to coach your agents on empathy and productivity\r\n \tActionable tips for automating QA process and agent evaluations\r\n \tPractical ways to surface compliance and safety risks\r\n\r\n[mktoform form_type=\"hot\" cta_header=\"REGISTER NOW\" cta_button=\"Register Now!\" form_reach=\"noreach\" cms_hold=\"RG\" cid_id=\"7011T000001t73oQAA\"]\r\nMeet the Speaker\r\n\r\nPete Lee\r\nVP of Global Alliances and Sales\r\nObserve.AI\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"AppFoundry,Improve customer experience\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/5-ways-to-leverage-ai-agent-assist-to-improve-your-cx-today?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">AppFoundry Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Five ways to leverage AI and agent assist to improve customer experience<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nAppFoundry Webinar\r\n\r\nFive ways to leverage AI and agent assist to improve customer experience\r\n[cutoff co_thick=\"2px\"]Wednesday, June 3, 2020 at 8AM PST\r\n\r\nThe 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.\r\n\r\nThis 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.\r\n\r\nSign up for this webinar today.\u00a0 Free gifts and promotions will be given away at the live webinar.[mktoform form_type=\"hot\" cta_header=\"REGISTER NOW\" cta_button=\"Register Now!\" form_reach=\"noreach\" cms_hold=\"RG\" cid_id=\"7011T000001t73KQAQ\"]\r\nMeet the Speakers\r\n\r\nSedarius Perrotta\r\nHead of Innovation\r\nShelf\r\n\r\nJeff Stroum\r\nDirector, Solution Consultants\r\nShelf\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Genesys AI,AI and automation,Analytics and reporting,WEM\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/make-personalized-customer-experience-a-reality-with-genesys-ai?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Make personalized customer experience a reality with Genesys AI<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nOn-Demand LinkedIn Live\r\n\r\nMake personalized customer experience a reality with\r\nGenesys AI\r\n[cutoff co_thick=\"2px\"]Register now for this On-Demand LinkedIn Live session where we walk you through our recent Enterprise Connect Best Application for AI winning solution \u2013 Genesys Predictive Engagement. During the live session we discussed how businesses can anticipate individual customer needs building on every interaction across channels and events to improve and personalize future engagements.\r\n\r\nGenesys Predictive Engagement delivers AI-powered, personalized and contextual experiences before, during and after critical so customers stay engaged and continue toward the desired business outcome. Working within Genesys Cloud, Genesys Predictive Engagement is part of the AI engine that enables Experience as a Service, the company\u2019s vision for the contact center industry to facilitate end-to-end, personalized cloud-delivered experiences.[cutoff co_thick=\"2px\"]1\r\n00:00:15,330 --&gt; 00:00:17,630\r\nThank you all for joining. I'm excited to be here\r\n\r\n2\r\n00:00:17,630 --&gt; 00:00:21,550\r\ntoday to talk about Genesys AI. My name is Elcenora\r\n\r\n3\r\n00:00:21,550 --&gt; 00:00:24,600\r\nMartinez, and I'm the VP of product management for AI\r\n\r\n4\r\n00:00:24,600 --&gt; 00:00:28,800\r\nhere at Genesys. I'm Dan Arra. I am the VP\r\n\r\n5\r\n00:00:28,800 --&gt; 00:00:34,240\r\nof sales for AI at Genesys. So let me walk\r\n\r\n6\r\n00:00:34,240 --&gt; 00:00:37,220\r\nyou through what we'll be talking about today, and at\r\n\r\n7\r\n00:00:37,220 --&gt; 00:00:39,910\r\nany point in time if you have any questions, please\r\n\r\n8\r\n00:00:39,910 --&gt; 00:00:41,730\r\nfeel free to ask them in the chat. We are\r\n\r\n9\r\n00:00:41,730 --&gt; 00:00:43,500\r\ngoing to have folks that are going to be monitoring\r\n\r\n10\r\n00:00:43,500 --&gt; 00:00:46,190\r\nlive and able to ask your questions, and if you\r\n\r\n11\r\n00:00:46,190 --&gt; 00:00:49,640\r\ndo miss anything, this whole recording will be available on\r\n\r\n12\r\n00:00:49,640 --&gt; 00:00:53,260\r\nGenesys. com in a couple of days. So today we're\r\n\r\n13\r\n00:00:53,260 --&gt; 00:00:55,610\r\ngoing to be talking about a couple of trends that\r\n\r\n14\r\n00:00:55,610 --&gt; 00:00:59,370\r\nyou really can't afford to ignore and how those dovetail\r\n\r\n15\r\n00:00:59,370 --&gt; 00:01:02,450\r\nreally nicely into what we believe is a roadmap for\r\n\r\n16\r\n00:01:02,450 --&gt; 00:01:06,690\r\nsuccess. We're going to talk about why Genesys AI and\r\n\r\n17\r\n00:01:06,690 --&gt; 00:01:09,800\r\nintroduce you to this notion of experience as a service,\r\n\r\n18\r\n00:01:09,800 --&gt; 00:01:12,730\r\nwhich is a best way to supersize the experience that\r\n\r\n19\r\n00:01:12,740 --&gt; 00:01:15,900\r\nyou're providing your customers today. We're going to go deep\r\n\r\n20\r\n00:01:15,900 --&gt; 00:01:18,950\r\ninto our predictive engagement product, which is one of our\r\n\r\n21\r\n00:01:18,950 --&gt; 00:01:22,270\r\nlead offerings on the AI portfolio. Then we're going to\r\n\r\n22\r\n00:01:22,270 --&gt; 00:01:25,870\r\ntalk about where to go for more information or if\r\n\r\n23\r\n00:01:25,870 --&gt; 00:01:31,340\r\nyou would like some additional demonstrations. So first and foremost,\r\n\r\n24\r\n00:01:31,430 --&gt; 00:01:33,350\r\nAI is here to stay. I don't think I have\r\n\r\n25\r\n00:01:33,350 --&gt; 00:01:37,540\r\nto tell anyone that. IDC estimates that this is a\r\n\r\n26\r\n00:01:37,540 --&gt; 00:01:40,900\r\nmarket that's going to grow to $ 97 billion by\r\n\r\n27\r\n00:01:40,910 --&gt; 00:01:45,280\r\n2023, and that over 50% of interactions are going to\r\n\r\n28\r\n00:01:45,280 --&gt; 00:01:48,750\r\nbe augmented or enriched by AI. But what we want\r\n\r\n29\r\n00:01:48,750 --&gt; 00:01:51,910\r\nto do is inspire any chief marketing officers or chief\r\n\r\n30\r\n00:01:51,910 --&gt; 00:01:55,440\r\nexperience officers to understand how AI can help you in\r\n\r\n31\r\n00:01:55,440 --&gt; 00:01:57,730\r\nthe contact center, to make sure that you have the\r\n\r\n32\r\n00:01:57,730 --&gt; 00:02:01,010\r\nability to lobby for some share of market where your\r\n\r\n33\r\n00:02:01,010 --&gt; 00:02:05,090\r\ncompany wants to spend their AI dollars. The reason that\r\n\r\n34\r\n00:02:05,090 --&gt; 00:02:09,290\r\nis, is because you want to be able to differentiate\r\n\r\n35\r\n00:02:09,290 --&gt; 00:02:12,550\r\nthe experience that you give your customers, and that requires\r\n\r\n36\r\n00:02:12,550 --&gt; 00:02:16,080\r\nbeing able to personalize every single one of those interactions.\r\n\r\n37\r\n00:02:16,610 --&gt; 00:02:20,430\r\nNow, the need for personalization is going to stretch beyond\r\n\r\n38\r\n00:02:20,430 --&gt; 00:02:24,550\r\nwhat is available on a customer data platform today. CDPs\r\n\r\n39\r\n00:02:24,550 --&gt; 00:02:29,060\r\nhave the ability to store information about customers, but if\r\n\r\n40\r\n00:02:29,060 --&gt; 00:02:32,330\r\nyou really want to take that next level on personalization,\r\n\r\n41\r\n00:02:32,610 --&gt; 00:02:36,670\r\nit's going to require stitching, enriching, and augmenting much of\r\n\r\n42\r\n00:02:36,670 --&gt; 00:02:41,410\r\nthat data to be able to personalize the interactions. If\r\n\r\n43\r\n00:02:41,410 --&gt; 00:02:45,240\r\nwe think about the fact that 50% of these interactions\r\n\r\n44\r\n00:02:45,260 --&gt; 00:02:49,140\r\nwill be augmented by AI, then we need to go\r\n\r\n45\r\n00:02:49,140 --&gt; 00:02:52,390\r\nbeyond just a single interaction in a single channel to\r\n\r\n46\r\n00:02:52,390 --&gt; 00:02:56,240\r\nreally be able to understand the context across many channels\r\n\r\n47\r\n00:02:56,410 --&gt; 00:03:00,440\r\nover the lifetime of a customer's relationship with a brand.\r\n\r\n48\r\n00:03:00,650 --&gt; 00:03:03,410\r\nSo being able to harmonize and understand all of that\r\n\r\n49\r\n00:03:03,410 --&gt; 00:03:08,130\r\ncontext is going to be really important. No AI investment\r\n\r\n50\r\n00:03:08,130 --&gt; 00:03:11,150\r\nwould be complete without the right level of analytics and\r\n\r\n51\r\n00:03:11,150 --&gt; 00:03:13,650\r\nreporting. So we want to make sure that you have\r\n\r\n52\r\n00:03:13,650 --&gt; 00:03:17,880\r\nthe ability to really understand how your AI investment is\r\n\r\n53\r\n00:03:17,880 --&gt; 00:03:23,040\r\nperforming, the optimization and really be able to fine tune\r\n\r\n54\r\n00:03:23,040 --&gt; 00:03:28,420\r\nthis investment. Now, Forrester estimates in a survey last year\r\n\r\n55\r\n00:03:28,420 --&gt; 00:03:34,280\r\nthat 53% of companies already have implemented or are implementing\r\n\r\n56\r\n00:03:34,280 --&gt; 00:03:38,200\r\nsome form of artificial intelligence, and this is great because\r\n\r\n57\r\n00:03:38,200 --&gt; 00:03:41,570\r\nwhat we see is that we've passed critical mass. But\r\n\r\n58\r\n00:03:41,570 --&gt; 00:03:45,260\r\nit also means that 47% of companies have not yet\r\n\r\n59\r\n00:03:45,260 --&gt; 00:03:48,930\r\ndeployed artificial intelligence. Now, there's a couple of barriers to\r\n\r\n60\r\n00:03:48,930 --&gt; 00:03:54,400\r\nadoption and that can range from being able to achieve\r\n\r\n61\r\n00:03:54,400 --&gt; 00:03:58,680\r\nit at scale, to security, to adoption, and even some\r\n\r\n62\r\n00:03:58,680 --&gt; 00:04:01,700\r\nof the conversational intelligence. But what I want to leave\r\n\r\n63\r\n00:04:01,700 --&gt; 00:04:05,570\r\nyou with today is how Genesys is helping you overcome\r\n\r\n64\r\n00:04:05,570 --&gt; 00:04:07,790\r\nsome of those challenges. So I'm going to go through\r\n\r\n65\r\n00:04:07,790 --&gt; 00:04:12,240\r\nthese one by one. We have made a significant investment\r\n\r\n66\r\n00:04:12,240 --&gt; 00:04:15,780\r\nin a data science team that is very focused on\r\n\r\n67\r\n00:04:15,780 --&gt; 00:04:19,290\r\nAI ethics and algorithmic integrity, and to be able to\r\n\r\n68\r\n00:04:19,340 --&gt; 00:04:22,560\r\ndeliver some of this AI at scale. So we have\r\n\r\n69\r\n00:04:22,560 --&gt; 00:04:26,530\r\nthe ability to optimize, orchestrate and really automate many of\r\n\r\n70\r\n00:04:26,530 --&gt; 00:04:30,200\r\nthese processes. For those of you that are Genesys customers\r\n\r\n71\r\n00:04:30,280 --&gt; 00:04:34,030\r\ntoday, that our Genesys Cloud, our Genesys Multicloud CX and our PureCloud\r\n\r\n72\r\n00:04:34,030 --&gt; 00:04:39,700\r\nplatforms are all 100% secured to the core. We're also\r\n\r\n73\r\n00:04:39,700 --&gt; 00:04:43,030\r\ndriving adoption because the way we think of our AI\r\n\r\n74\r\n00:04:43,030 --&gt; 00:04:46,640\r\nplatform is everything is event driven, and what this means\r\n\r\n75\r\n00:04:46,640 --&gt; 00:04:49,890\r\nfor you is it gives you greater flexibility to be\r\n\r\n76\r\n00:04:49,890 --&gt; 00:04:54,210\r\nable to think about web events, conversation event, maybe even\r\n\r\n77\r\n00:04:54,210 --&gt; 00:04:58,010\r\ncustom events, and so your starting point can different ways\r\n\r\n78\r\n00:04:58,010 --&gt; 00:05:02,700\r\nit can really drive that adoption within the company. We're\r\n\r\n79\r\n00:05:02,700 --&gt; 00:05:07,160\r\nalso very focused on usability. We've made great investments in\r\n\r\n80\r\n00:05:07,160 --&gt; 00:05:11,190\r\na design thinking functionality, so that delivering products that are\r\n\r\n81\r\n00:05:11,190 --&gt; 00:05:13,970\r\nuser centered are very much to the core of how\r\n\r\n82\r\n00:05:13,970 --&gt; 00:05:16,900\r\nwe think of our roadmap. So we think about ways\r\n\r\n83\r\n00:05:16,900 --&gt; 00:05:19,960\r\nto onboard, to make sure that you can see successes\r\n\r\n84\r\n00:05:19,990 --&gt; 00:05:23,010\r\nearly on in ways that it doesn't require an army\r\n\r\n85\r\n00:05:23,010 --&gt; 00:05:27,940\r\nof data scientist. Then finally, we're really focused on bringing\r\n\r\n86\r\n00:05:27,940 --&gt; 00:05:31,200\r\nyou a higher level of conversational intelligence through all of\r\n\r\n87\r\n00:05:31,200 --&gt; 00:05:34,030\r\nthe bot interactions in ways that it feels like you're\r\n\r\n88\r\n00:05:34,030 --&gt; 00:05:39,260\r\nconversing with a human agent. So why Genesys AI, and\r\n\r\n89\r\n00:05:39,260 --&gt; 00:05:42,130\r\nmore specifically why predictive engagement, which I said is one\r\n\r\n90\r\n00:05:42,130 --&gt; 00:05:44,560\r\nof the lead offerings in our AI suite of offerings?\r\n\r\n91\r\n00:05:46,040 --&gt; 00:05:50,820\r\nSimply put, the average consumer receives up to 10,000 brand\r\n\r\n92\r\n00:05:50,820 --&gt; 00:05:54,820\r\nmessages every day, and what that means for you as\r\n\r\n93\r\n00:05:54,820 --&gt; 00:05:58,210\r\na brand is you have to rely on information that\r\n\r\n94\r\n00:05:58,210 --&gt; 00:06:02,260\r\nexists within your own customer data platform, enrich that with\r\n\r\n95\r\n00:06:02,260 --&gt; 00:06:06,500\r\nCRM information or some other custom applications to really reach\r\n\r\n96\r\n00:06:06,870 --&gt; 00:06:12,560\r\nthat target customer. But there's definitely a better way. If\r\n\r\n97\r\n00:06:12,560 --&gt; 00:06:15,700\r\nyou think about your customer at the center of how\r\n\r\n98\r\n00:06:15,700 --&gt; 00:06:18,650\r\nyou think about these experiences, we want to introduce you\r\n\r\n99\r\n00:06:18,660 --&gt; 00:06:21,550\r\nto the notion of experience as a service as a\r\n\r\n100\r\n00:06:21,550 --&gt; 00:06:26,460\r\nbetter way of delivering exceptional experiences, and what this entails\r\n\r\n101\r\n00:06:26,490 --&gt; 00:06:29,600\r\nis to really think about all of these interactions we've\r\n\r\n102\r\n00:06:29,600 --&gt; 00:06:32,530\r\ntalked about over the course of a lifetime of a\r\n\r\n103\r\n00:06:32,530 --&gt; 00:06:35,430\r\ncustomer and a brand, and all of the data that\r\n\r\n104\r\n00:06:35,430 --&gt; 00:06:37,970\r\nis collected both on the customer side as well as\r\n\r\n105\r\n00:06:37,970 --&gt; 00:06:40,760\r\nall of the information that's collected from all of the\r\n\r\n106\r\n00:06:40,780 --&gt; 00:06:45,530\r\nemployee and agent interactions, and enrich that in augment it\r\n\r\n107\r\n00:06:45,610 --&gt; 00:06:48,730\r\nwith artificial intelligence, so that you have a higher level\r\n\r\n108\r\n00:06:48,730 --&gt; 00:06:52,470\r\nof conversational intelligence and so that you can really optimize.\r\n\r\n109\r\n00:06:52,770 --&gt; 00:06:55,180\r\nSo what that does is it gives you the ability\r\n\r\n110\r\n00:06:55,180 --&gt; 00:06:58,850\r\nto really provide experience as a service to every single\r\n\r\n111\r\n00:06:58,850 --&gt; 00:07:01,860\r\none of these customers. Now, this is a big idea,\r\n\r\n112\r\n00:07:02,130 --&gt; 00:07:04,170\r\nand so what I want to do is I want\r\n\r\n113\r\n00:07:04,170 --&gt; 00:07:07,410\r\nto talk about what some of these imperatives for experience\r\n\r\n114\r\n00:07:07,410 --&gt; 00:07:10,880\r\nas a service are. As I go through each one\r\n\r\n115\r\n00:07:10,880 --&gt; 00:07:13,100\r\nof these, what I want to challenge you is to\r\n\r\n116\r\n00:07:13,100 --&gt; 00:07:17,360\r\nthink about how well each one of your companies is\r\n\r\n117\r\n00:07:17,360 --&gt; 00:07:21,450\r\ndoing on delivering some of these imperatives. So as a\r\n\r\n118\r\n00:07:21,450 --&gt; 00:07:24,830\r\ncustomer, I want you to show me that me before\r\n\r\n119\r\n00:07:24,830 --&gt; 00:07:27,370\r\nyou've ever met me, and that means I've been a\r\n\r\n120\r\n00:07:27,370 --&gt; 00:07:30,360\r\ncustomer for a long time. I haven't necessarily had to\r\n\r\n121\r\n00:07:30,380 --&gt; 00:07:33,370\r\ninteract with your brand, but when I do, you already\r\n\r\n122\r\n00:07:33,370 --&gt; 00:07:35,380\r\nknow who I am and how long I have been\r\n\r\n123\r\n00:07:35,380 --&gt; 00:07:39,380\r\nyour customer. In some cases, I want you to help\r\n\r\n124\r\n00:07:39,380 --&gt; 00:07:43,010\r\nme before I even know there's a problem. Let's say\r\n\r\n125\r\n00:07:43,010 --&gt; 00:07:45,760\r\nmy bill has increased, my telephone bill has increased by\r\n\r\n126\r\n00:07:45,780 --&gt; 00:07:49,550\r\n25%. Wouldn't it be nice if I got notified in\r\n\r\n127\r\n00:07:49,550 --&gt; 00:07:51,690\r\nadvance? Maybe I want to look at a different data\r\n\r\n128\r\n00:07:51,690 --&gt; 00:07:54,220\r\nplan. Maybe I want to look at different options. So\r\n\r\n129\r\n00:07:54,600 --&gt; 00:07:56,570\r\nreach out to me before I even know there's a\r\n\r\n130\r\n00:07:56,570 --&gt; 00:08:01,210\r\nproblem. Know the road I traveled to get here, and\r\n\r\n131\r\n00:08:01,210 --&gt; 00:08:03,370\r\nthis can be one of two things. It can be\r\n\r\n132\r\n00:08:03,370 --&gt; 00:08:07,610\r\nunderstanding that your conversation started over the phone and ended\r\n\r\n133\r\n00:08:07,610 --&gt; 00:08:10,780\r\nwith an agent, and throughout that entire experience, you've retained\r\n\r\n134\r\n00:08:10,780 --&gt; 00:08:14,260\r\nthe context, or it can also be again over the\r\n\r\n135\r\n00:08:14,260 --&gt; 00:08:19,240\r\ncourse of a customer's lifetime with a brand, understanding what\r\n\r\n136\r\n00:08:19,240 --&gt; 00:08:23,590\r\nthey've been through. This one is so important to experience\r\n\r\n137\r\n00:08:23,590 --&gt; 00:08:26,110\r\nas a service, present me with the answers I want\r\n\r\n138\r\n00:08:26,110 --&gt; 00:08:29,180\r\nand the ones I didn't know I needed. Often time,\r\n\r\n139\r\n00:08:29,180 --&gt; 00:08:32,930\r\nour agent assist tools allow agents to provide customers with\r\n\r\n140\r\n00:08:32,930 --&gt; 00:08:36,070\r\nthe right information in realtime, but we feel that it's\r\n\r\n141\r\n00:08:36,070 --&gt; 00:08:39,300\r\nimportant to take that a step beyond, and that means\r\n\r\n142\r\n00:08:39,450 --&gt; 00:08:42,870\r\nreally look at what the customer may want, what are\r\n\r\n143\r\n00:08:42,870 --&gt; 00:08:45,860\r\nsome of the other products and services that they're using and\r\n\r\n144\r\n00:08:45,860 --&gt; 00:08:48,470\r\nhow you can really help them in ways that they\r\n\r\n145\r\n00:08:48,470 --&gt; 00:08:50,490\r\ndidn't even know they needed, but it will be a\r\n\r\n146\r\n00:08:50,490 --&gt; 00:08:54,780\r\nbetter experience for them. Don't ask me to repeat myself,\r\n\r\n147\r\n00:08:54,780 --&gt; 00:08:57,990\r\nI think every single person has had some form of\r\n\r\n148\r\n00:08:57,990 --&gt; 00:09:01,080\r\nexperience with this. We want to make sure that we\r\n\r\n149\r\n00:09:01,080 --&gt; 00:09:03,960\r\nexplain things to an agent once and that context is\r\n\r\n150\r\n00:09:04,970 --&gt; 00:09:10,120\r\navailable throughout the entire interaction. Empathize with my situation, and\r\n\r\n151\r\n00:09:10,120 --&gt; 00:09:12,270\r\nwhat that really means is that in that moment of\r\n\r\n152\r\n00:09:12,270 --&gt; 00:09:14,750\r\ntruth, we want the agents to be able to respond\r\n\r\n153\r\n00:09:14,750 --&gt; 00:09:18,210\r\nwith the appropriate emotion. So there are certain hearing aids,\r\n\r\n154\r\n00:09:18,210 --&gt; 00:09:20,100\r\nas we call them that have been built into the\r\n\r\n155\r\n00:09:20,100 --&gt; 00:09:25,270\r\nentire platform to help the agent respond appropriately. Fix it\r\n\r\n156\r\n00:09:25,270 --&gt; 00:09:28,700\r\nand stay with me until it's fixed, and oftentimes, check\r\n\r\n157\r\n00:09:28,700 --&gt; 00:09:30,390\r\nin with me to make sure that it all worked\r\n\r\n158\r\n00:09:30,390 --&gt; 00:09:34,020\r\nout, and this goes above and beyond just a survey.\r\n\r\n159\r\n00:09:34,270 --&gt; 00:09:37,220\r\nThis goes with having the right level of empathy, where\r\n\r\n160\r\n00:09:37,220 --&gt; 00:09:40,570\r\nyou are reaching out to these critical customers and make\r\n\r\n161\r\n00:09:40,570 --&gt; 00:09:43,170\r\nsure that we've been able to resolve their problem or\r\n\r\n162\r\n00:09:43,170 --&gt; 00:09:46,950\r\ntheir challenge or their concern. Then above all, keep my\r\n\r\n163\r\n00:09:46,950 --&gt; 00:09:50,380\r\ndata safe. So what this does is it brings the\r\n\r\n164\r\n00:09:50,380 --&gt; 00:09:53,960\r\nconcept of experience as a service to life in ways\r\n\r\n165\r\n00:09:53,960 --&gt; 00:09:56,790\r\nthat you can really understand how to deliver that exceptional\r\n\r\n166\r\n00:09:56,790 --&gt; 00:10:00,700\r\nservice. So before I turn it over to Dan, let\r\n\r\n167\r\n00:10:00,700 --&gt; 00:10:02,780\r\nme spend a couple of minutes recapping some of the\r\n\r\n168\r\n00:10:02,780 --&gt; 00:10:07,950\r\nthings that we've talked about. An event- driven orchestration platform\r\n\r\n169\r\n00:10:08,240 --&gt; 00:10:11,340\r\nthat allows you to be proactive. Reach out to your\r\n\r\n170\r\n00:10:11,340 --&gt; 00:10:14,320\r\ncustomers in advance. Engage with them in that moment of\r\n\r\n171\r\n00:10:14,320 --&gt; 00:10:18,200\r\ntruth. When there's a break in the workflow, or when\r\n\r\n172\r\n00:10:18,590 --&gt; 00:10:23,020\r\nthere's a possibility that they might churn. Personalize every interaction,\r\n\r\n173\r\n00:10:23,040 --&gt; 00:10:27,490\r\nshow that them, strengthen the relationship, and above all be\r\n\r\n174\r\n00:10:27,490 --&gt; 00:10:30,780\r\nable to retain history and the context throughout all of\r\n\r\n175\r\n00:10:30,800 --&gt; 00:10:34,680\r\nthe interactions because empathy builds trust and trust builds loyalty.\r\n\r\n176\r\n00:10:35,410 --&gt; 00:10:37,360\r\nSo let me turn it over to Dan to run\r\n\r\n177\r\n00:10:37,360 --&gt; 00:10:41,210\r\nthrough a demonstration of predictive engagement. Thank you very much,\r\n\r\n178\r\n00:10:41,390 --&gt; 00:10:45,730\r\nElcenora. I'm going to provide a demonstration of Genesys predictive\r\n\r\n179\r\n00:10:45,730 --&gt; 00:10:49,260\r\nengagement, and before I jump into the demonstration, I'm going\r\n\r\n180\r\n00:10:49,390 --&gt; 00:10:52,980\r\nto go through a single slide to connect the dots\r\n\r\n181\r\n00:10:53,080 --&gt; 00:10:57,050\r\na bit between predictive engagement and experience as a service.\r\n\r\n182\r\n00:10:57,260 --&gt; 00:11:00,950\r\nI'm going to highlight some of the elements that Elcenora\r\n\r\n183\r\n00:11:00,950 --&gt; 00:11:05,160\r\ntouched on prior to doing the demonstration. So you've heard\r\n\r\n184\r\n00:11:05,540 --&gt; 00:11:09,170\r\nquite a bit about the show me that me, and\r\n\r\n185\r\n00:11:09,360 --&gt; 00:11:11,850\r\nthe way that we do that with predictive engagement is\r\n\r\n186\r\n00:11:12,090 --&gt; 00:11:15,870\r\nwe observe what is happening in all of the interactions\r\n\r\n187\r\n00:11:16,110 --&gt; 00:11:19,440\r\nbetween the customer and your business, what's happening on your\r\n\r\n188\r\n00:11:19,440 --&gt; 00:11:23,410\r\nwebsite, what's happening in the contact center, and we analyze\r\n\r\n189\r\n00:11:23,410 --&gt; 00:11:27,210\r\nthat information in realtime for the purpose of segmenting those\r\n\r\n190\r\n00:11:27,210 --&gt; 00:11:32,390\r\ncustomers into different groups and personalizing the experience and driving\r\n\r\n191\r\n00:11:32,440 --&gt; 00:11:37,350\r\nrealtime interactions that demonstrate that we're showing the customer that\r\n\r\n192\r\n00:11:37,350 --&gt; 00:11:43,050\r\nwe know them. At its core, empathetic communication is about\r\n\r\n193\r\n00:11:43,530 --&gt; 00:11:46,720\r\nlistening, is about letting people know that you really understand\r\n\r\n194\r\n00:11:46,720 --&gt; 00:11:49,860\r\nwho they are. We're answering the questions, are you really\r\n\r\n195\r\n00:11:49,860 --&gt; 00:11:52,760\r\nlistening to me? Do you care about me enough to\r\n\r\n196\r\n00:11:52,920 --&gt; 00:11:55,990\r\nremember what I've told you before? That's what we're doing\r\n\r\n197\r\n00:11:55,990 --&gt; 00:11:59,140\r\nhere as we go from left to right. We're leveraging\r\n\r\n198\r\n00:11:59,170 --&gt; 00:12:03,630\r\nall of those interactions and observations, analyzing and then predicting\r\n\r\n199\r\n00:12:03,730 --&gt; 00:12:06,790\r\nan outcome, predicting how to engage, that could be with\r\n\r\n200\r\n00:12:07,810 --&gt; 00:12:12,340\r\na bot, and it could be with some information, more\r\n\r\n201\r\n00:12:12,340 --&gt; 00:12:15,960\r\ncontext that makes the agent smarter, more effective. Maybe we're\r\n\r\n202\r\n00:12:15,960 --&gt; 00:12:20,290\r\nusing AI to predict the right agent to route that\r\n\r\n203\r\n00:12:20,670 --&gt; 00:12:24,920\r\ninteraction to. What we're doing here is we're driving people\r\n\r\n204\r\n00:12:24,920 --&gt; 00:12:29,840\r\ntoward outcomes, outcomes that are your business's desired outcomes, as\r\n\r\n205\r\n00:12:29,840 --&gt; 00:12:33,060\r\nwell as the customer's desired outcomes. I may be a\r\n\r\n206\r\n00:12:33,060 --&gt; 00:12:36,850\r\ncustomer visiting a website, interested in making a purchase, or\r\n\r\n207\r\n00:12:36,850 --&gt; 00:12:39,870\r\nI may be looking to get support for a product.\r\n\r\n208\r\n00:12:40,250 --&gt; 00:12:44,150\r\nThose are my outcomes as a end customer. The business\r\n\r\n209\r\n00:12:44,150 --&gt; 00:12:48,160\r\nwants to deliver the right information at the right time efficiently.\r\n\r\n210\r\n00:12:48,630 --&gt; 00:12:52,680\r\nSo everybody's outcome is being considered here in an effort\r\n\r\n211\r\n00:12:52,680 --&gt; 00:12:57,710\r\nto connect the dots between the analysis, the outcome prediction,\r\n\r\n212\r\n00:12:57,710 --&gt; 00:13:02,130\r\nthe first touch interaction and so on. As I go\r\n\r\n213\r\n00:13:02,130 --&gt; 00:13:04,680\r\ninto the demonstration here in a moment, I want you\r\n\r\n214\r\n00:13:04,680 --&gt; 00:13:08,220\r\nto think about the real life experience of walking into\r\n\r\n215\r\n00:13:08,220 --&gt; 00:13:11,740\r\na retail store, and somebody walking up to you saying,\r\n\r\n216\r\n00:13:11,930 --&gt; 00:13:14,110\r\na clerk at the store, \" Can I help you? Can\r\n\r\n217\r\n00:13:14,110 --&gt; 00:13:18,170\r\nI help you now? How about now?\" An experienced a\r\n\r\n218\r\n00:13:18,170 --&gt; 00:13:21,770\r\nstore clerk, salesperson or support person is going to observe\r\n\r\n219\r\n00:13:21,770 --&gt; 00:13:23,740\r\nwhat you're doing, what are you putting in your cart,\r\n\r\n220\r\n00:13:23,740 --&gt; 00:13:27,210\r\nwhere are you stopping in the store, which aisles and\r\n\r\n221\r\n00:13:27,210 --&gt; 00:13:30,690\r\nso on, and they're going to take that into context intelligently\r\n\r\n222\r\n00:13:30,840 --&gt; 00:13:34,970\r\nabout how, when, with whom to engage to personalize that\r\n\r\n223\r\n00:13:34,970 --&gt; 00:13:38,770\r\nexperience. Okay, now I'm going to switch and share my\r\n\r\n224\r\n00:13:38,770 --&gt; 00:13:45,560\r\nbrowser and show you the demonstration. All right. So I\r\n\r\n225\r\n00:13:45,560 --&gt; 00:13:48,510\r\nam going to show you a visitor on the left,\r\n\r\n226\r\n00:13:48,710 --&gt; 00:13:52,100\r\nvisiting a website, the GSOL website, and on the right,\r\n\r\n227\r\n00:13:52,100 --&gt; 00:13:54,120\r\nI'm going to give you a peek under the hood\r\n\r\n228\r\n00:13:54,160 --&gt; 00:13:57,180\r\nof the predictive engagement platform. I'm going to show you\r\n\r\n229\r\n00:13:57,180 --&gt; 00:14:01,220\r\nwhat the system can see, how we're analyzing and predicting,\r\n\r\n230\r\n00:14:01,400 --&gt; 00:14:05,660\r\nwhen and with whom to engage. Then after I do\r\n\r\n231\r\n00:14:05,660 --&gt; 00:14:09,350\r\nthat, I'm going to show you an agent experience. So\r\n\r\n232\r\n00:14:09,350 --&gt; 00:14:12,740\r\nkeep in mind, initially, I'm showing you what is happening\r\n\r\n233\r\n00:14:12,740 --&gt; 00:14:16,250\r\nunder the hood of the platform. What we're doing here\r\n\r\n234\r\n00:14:16,250 --&gt; 00:14:17,940\r\nis looking at all of the people who are on\r\n\r\n235\r\n00:14:17,940 --&gt; 00:14:20,660\r\nthe site, some are known and some are unknown, and\r\n\r\n236\r\n00:14:20,660 --&gt; 00:14:24,410\r\nwe're observing their interactions. This is also looking at what's\r\n\r\n237\r\n00:14:24,410 --&gt; 00:14:29,910\r\nhappening in the contact center and connecting through our event-\r\n\r\n238\r\n00:14:29,910 --&gt; 00:14:34,050\r\ndriven orchestration to other systems where we're leveraging CRM data,\r\n\r\n239\r\n00:14:34,050 --&gt; 00:14:38,110\r\nmarketing automation data, and even other systems that have web-\r\n\r\n240\r\n00:14:38,330 --&gt; 00:14:42,160\r\nbased APIs. So I'm going to highlight this one individual\r\n\r\n241\r\n00:14:42,490 --&gt; 00:14:45,520\r\nthat happens to be me, and you'll notice something here,\r\n\r\n242\r\n00:14:45,520 --&gt; 00:14:48,730\r\nas the visitor on the left starts to navigate around\r\n\r\n243\r\n00:14:48,980 --&gt; 00:14:53,360\r\nand look at different pages, we're going that behavior being\r\n\r\n244\r\n00:14:53,360 --&gt; 00:14:56,930\r\nobserved and analyzed, and we're even making predictions about this\r\n\r\n245\r\n00:14:57,050 --&gt; 00:15:00,310\r\nunknown visitor, now unknown. We can see what part of\r\n\r\n246\r\n00:15:00,310 --&gt; 00:15:04,240\r\nthe world they're located, some technographic information about the devices\r\n\r\n247\r\n00:15:04,240 --&gt; 00:15:08,140\r\nthat they're using, and we can see historical information here\r\n\r\n248\r\n00:15:08,380 --&gt; 00:15:11,410\r\nas well, if there were previous visits. So again, I'm\r\n\r\n249\r\n00:15:11,410 --&gt; 00:15:14,040\r\nunknown at the moment. But now I start to put\r\n\r\n250\r\n00:15:14,220 --&gt; 00:15:17,470\r\nsomething in my shopping cart. I add these batteries to\r\n\r\n251\r\n00:15:17,470 --&gt; 00:15:20,580\r\nthe shopping cart, and you'll see here that now that\r\n\r\n252\r\n00:15:20,580 --&gt; 00:15:23,420\r\nI've added something to my shopping cart, the system can\r\n\r\n253\r\n00:15:23,420 --&gt; 00:15:26,600\r\nsee what is in the cart, what's the value, which\r\n\r\n254\r\n00:15:26,600 --&gt; 00:15:29,910\r\nproduct category. We can see that were identified as a\r\n\r\n255\r\n00:15:29,910 --&gt; 00:15:33,700\r\nparticular segment, and there are other events that occurred like\r\n\r\n256\r\n00:15:33,700 --&gt; 00:15:38,070\r\nour cart value changed from zero to $ 216. So\r\n\r\n257\r\n00:15:38,120 --&gt; 00:15:41,300\r\nbefore the visitor on the left proceeds to check out,\r\n\r\n258\r\n00:15:41,720 --&gt; 00:15:43,750\r\nthey may want to log in because they have some\r\n\r\n259\r\n00:15:43,750 --&gt; 00:15:48,050\r\nstored payment information in the system, and you'll see a\r\n\r\n260\r\n00:15:48,050 --&gt; 00:15:51,780\r\nfew things happening. Now that we've logged in, we know\r\n\r\n261\r\n00:15:51,780 --&gt; 00:15:55,210\r\nthe identity of that visitor, and we can see that\r\n\r\n262\r\n00:15:55,260 --&gt; 00:15:59,840\r\nmaybe they're eligible for other communication options. Now that we're\r\n\r\n263\r\n00:15:59,840 --&gt; 00:16:03,080\r\nlogged in, maybe our purchase history or the value of\r\n\r\n264\r\n00:16:03,080 --&gt; 00:16:06,340\r\nour shopping cart gives us a few more options to\r\n\r\n265\r\n00:16:06,340 --&gt; 00:16:10,630\r\ncommunicate. That just appeared after I logged in. When I\r\n\r\n266\r\n00:16:10,630 --&gt; 00:16:13,900\r\nproceed back to check out, I go back here and\r\n\r\n267\r\n00:16:13,900 --&gt; 00:16:17,190\r\nyou'll see that the prediction of checking out is higher,\r\n\r\n268\r\n00:16:17,310 --&gt; 00:16:20,390\r\nand just to highlight here, we're making two predictions that\r\n\r\n269\r\n00:16:20,390 --&gt; 00:16:24,790\r\nmake sense in our configured for the GSOL customer. Your\r\n\r\n270\r\n00:16:24,790 --&gt; 00:16:28,040\r\nbusiness and any other business would have different configured outcomes,\r\n\r\n271\r\n00:16:28,560 --&gt; 00:16:31,800\r\nmaking a purchase or being identified as a lead, those\r\n\r\n272\r\n00:16:31,800 --&gt; 00:16:35,170\r\nare sales and marketing outcomes. But you could have care\r\n\r\n273\r\n00:16:35,170 --&gt; 00:16:38,350\r\noutcomes, like make an inbound call for support or open\r\n\r\n274\r\n00:16:38,350 --&gt; 00:16:42,570\r\na trouble ticket. So here, the visitor in their purchase\r\n\r\n275\r\n00:16:42,570 --&gt; 00:16:49,040\r\nmotion doesn't know what the discount code is, and before\r\n\r\n276\r\n00:16:49,040 --&gt; 00:16:52,010\r\nthey check out, they start searching for it. Maybe they\r\n\r\n277\r\n00:16:52,010 --&gt; 00:16:56,800\r\ngo over here and they search for discount codes, and\r\n\r\n278\r\n00:16:56,800 --&gt; 00:17:00,050\r\nwe're going to pick up that search information and what\r\n\r\n279\r\n00:17:00,050 --&gt; 00:17:02,760\r\njust happened here on the left is we triggered, the\r\n\r\n280\r\n00:17:02,760 --&gt; 00:17:08,600\r\nplatform triggered an automated chat offer that is leveraging all\r\n\r\n281\r\n00:17:08,600 --&gt; 00:17:11,220\r\nof the context, all of the analysis and predictions that\r\n\r\n282\r\n00:17:11,220 --&gt; 00:17:14,410\r\nwe're observing under the hood in the platform on the\r\n\r\n283\r\n00:17:14,410 --&gt; 00:17:20,370\r\nright. As the visitor accepts this chat, they're going to\r\n\r\n284\r\n00:17:20,370 --&gt; 00:17:25,170\r\ninitially be prompted with an intelligent chat bot who knows\r\n\r\n285\r\n00:17:25,170 --&gt; 00:17:28,670\r\nthis is Dan, and that he's likely to need help\r\n\r\n286\r\n00:17:28,670 --&gt; 00:17:32,850\r\nwith his purchase today. So first, we're leveraging the intelligence\r\n\r\n287\r\n00:17:33,020 --&gt; 00:17:36,560\r\nbots, and here we may want to say, \" Yes, I've\r\n\r\n288\r\n00:17:36,560 --&gt; 00:17:45,800\r\ngot a question. Wondering about,\" oops, type, \" about shipping availability.\"\r\n\r\n289\r\n00:17:49,340 --&gt; 00:17:52,390\r\nWe are going to get a response back telling us\r\n\r\n290\r\n00:17:52,430 --&gt; 00:17:55,060\r\na bit about that topic, and then, \" Yes, I've got\r\n\r\n291\r\n00:17:55,060 --&gt; 00:17:57,810\r\nquestions about my discount code and I want to talk\r\n\r\n292\r\n00:17:57,810 --&gt; 00:18:05,950\r\nto an agent please.\" So when that initial step connecting\r\n\r\n293\r\n00:18:05,950 --&gt; 00:18:08,270\r\nus to an agent occurs, we're doing a few different\r\n\r\n294\r\n00:18:08,270 --&gt; 00:18:13,900\r\nthings here. We're going to answer this interaction, and now\r\n\r\n295\r\n00:18:14,070 --&gt; 00:18:18,440\r\nI'm going to show you the agent view, okay? Again,\r\n\r\n296\r\n00:18:18,740 --&gt; 00:18:20,810\r\nwhat we were looking at was what was happening under\r\n\r\n297\r\n00:18:20,810 --&gt; 00:18:24,670\r\nthe hood. But now as an agent, I have access\r\n\r\n298\r\n00:18:24,900 --&gt; 00:18:29,210\r\nto what was in the shopping cart, maybe previous visits,\r\n\r\n299\r\n00:18:30,360 --&gt; 00:18:33,800\r\nthe likelihood, hey, this visitor got very likely to making\r\n\r\n300\r\n00:18:33,800 --&gt; 00:18:37,330\r\na purchase and then abandoned, and then we could continue\r\n\r\n301\r\n00:18:37,330 --&gt; 00:18:39,810\r\nto watch while we're thinking about what we're going to\r\n\r\n302\r\n00:18:39,810 --&gt; 00:18:43,410\r\nsay, watch what that customer is doing. We're going to\r\n\r\n303\r\n00:18:43,410 --&gt; 00:18:47,760\r\nleverage these segments and the behaviors, and as I hover\r\n\r\n304\r\n00:18:47,760 --&gt; 00:18:50,060\r\nover as an agent some of these elements on the\r\n\r\n305\r\n00:18:50,060 --&gt; 00:18:53,890\r\nright, I decide I want to respond with a canned\r\n\r\n306\r\n00:18:53,920 --&gt; 00:19:00,540\r\nresponse about discount codes. So I search for my available\r\n\r\n307\r\n00:19:00,540 --&gt; 00:19:04,940\r\ncanned responses. I find the appropriate one here and now\r\n\r\n308\r\n00:19:05,220 --&gt; 00:19:08,640\r\nI can guide that customer to the right information so\r\n\r\n309\r\n00:19:08,640 --&gt; 00:19:13,300\r\nthat they have the context and information that they need\r\n\r\n310\r\n00:19:13,560 --&gt; 00:19:18,520\r\nto improve and streamline the process. Now they know that\r\n\r\n311\r\n00:19:18,520 --&gt; 00:19:21,420\r\nthe discount code could be entered here. They have that\r\n\r\n312\r\n00:19:21,420 --&gt; 00:19:25,890\r\ndiscount code available to them. I apply it and proceed\r\n\r\n313\r\n00:19:25,890 --&gt; 00:19:29,810\r\nto check out. So when I check out, you'll see\r\n\r\n314\r\n00:19:29,810 --&gt; 00:19:32,800\r\nhere that the outcome is achieved. We see the payment\r\n\r\n315\r\n00:19:32,800 --&gt; 00:19:35,360\r\nwas made, what was the size of the order. This\r\n\r\n316\r\n00:19:35,360 --&gt; 00:19:40,970\r\ngoes from 99% to 100% and we're ready to wrap\r\n\r\n317\r\n00:19:40,970 --&gt; 00:19:43,140\r\nup. We ask the customer, \" Do you need anything else at\r\n\r\n318\r\n00:19:43,140 --&gt; 00:19:47,770\r\nthe moment?\" Maybe they say, \" Well, yes, I actually had\r\n\r\n319\r\n00:19:47,770 --&gt; 00:19:51,940\r\nsome questions about your panels.\" So the agent has an\r\n\r\n320\r\n00:19:51,940 --&gt; 00:19:56,940\r\nopportunity to take advantage of that additional conversation, create a\r\n\r\n321\r\n00:19:56,940 --&gt; 00:20:01,590\r\nnew lead in the CRM with our integration here to\r\n\r\n322\r\n00:20:01,590 --&gt; 00:20:05,010\r\nextend the reach beyond what's just happening in predictive engagement.\r\n\r\n323\r\n00:20:06,330 --&gt; 00:20:08,490\r\nWe could create a lead here, but now I'm going\r\n\r\n324\r\n00:20:08,490 --&gt; 00:20:11,870\r\nto show you a separate example where we do that\r\n\r\n325\r\n00:20:11,870 --&gt; 00:20:15,270\r\nin an automated fashion. That's going to end up creating\r\n\r\n326\r\n00:20:15,270 --&gt; 00:20:19,130\r\na lead and adding an individual to a campaign all\r\n\r\n327\r\n00:20:19,130 --&gt; 00:20:23,560\r\nunder the hood automatically. So we wrap up this interaction\r\n\r\n328\r\n00:20:24,370 --&gt; 00:20:27,560\r\nand we now know exactly which wrap- up code to\r\n\r\n329\r\n00:20:27,560 --&gt; 00:20:31,490\r\nuse because we saw that order placed, and now we're\r\n\r\n330\r\n00:20:31,490 --&gt; 00:20:35,900\r\ndone here with this particular interaction and we're waiting for\r\n\r\n331\r\n00:20:35,900 --&gt; 00:20:42,970\r\nanother. So let's say this visitor later that night or\r\n\r\n332\r\n00:20:42,970 --&gt; 00:20:46,140\r\nthe next day decides they're going to go back onto\r\n\r\n333\r\n00:20:46,140 --&gt; 00:20:50,440\r\nthe site and put some items in their shopping cart.\r\n\r\n334\r\n00:20:51,950 --&gt; 00:20:55,090\r\nIn this second case, so you have to fast forward\r\n\r\n335\r\n00:20:55,090 --&gt; 00:20:58,780\r\na little bit and this is a later that that\r\n\r\n336\r\n00:20:58,960 --&gt; 00:21:02,920\r\nnight. They put some items in their shopping cart, and\r\n\r\n337\r\n00:21:02,920 --&gt; 00:21:06,170\r\nwe're going to, again, observe what that visitor is doing\r\n\r\n338\r\n00:21:06,170 --&gt; 00:21:09,320\r\nso we can see under the hood what's happening. This\r\n\r\n339\r\n00:21:09,320 --&gt; 00:21:12,480\r\nvisitor decided they would like, Dan over here would like\r\n\r\n340\r\n00:21:13,210 --&gt; 00:21:17,120\r\n10 of these items and he proceeds to check out.\r\n\r\n341\r\n00:21:18,330 --&gt; 00:21:21,460\r\nSo now he's got a pretty high cart value and\r\n\r\n342\r\n00:21:21,460 --&gt; 00:21:25,640\r\nhe's eligible for another discount, and this is a solar\r\n\r\n343\r\n00:21:25,640 --&gt; 00:21:28,370\r\npanel so it's a different discount code. He doesn't have\r\n\r\n344\r\n00:21:28,370 --&gt; 00:21:31,560\r\nit available to him at the moment, and he starts\r\n\r\n345\r\n00:21:31,560 --&gt; 00:21:36,520\r\nto again search around for it. He abandons this shopping\r\n\r\n346\r\n00:21:36,520 --&gt; 00:21:42,220\r\ncart, and here, what we're doing is taking advantage of\r\n\r\n347\r\n00:21:42,260 --&gt; 00:21:46,270\r\nall that information and creating a new lead in our\r\n\r\n348\r\n00:21:46,270 --&gt; 00:21:52,530\r\nCRM system that is going to inform the enterprise account\r\n\r\n349\r\n00:21:52,530 --&gt; 00:21:56,330\r\nrep who is working on deals larger than $ 2,\r\n\r\n350\r\n00:21:56,330 --&gt; 00:22:00,130\r\n000 to follow up with this customer the next day\r\n\r\n351\r\n00:22:00,130 --&gt; 00:22:02,820\r\nor first thing in the morning. Now, if I take\r\n\r\n352\r\n00:22:02,820 --&gt; 00:22:05,380\r\na look here in our CRM system, and we want\r\n\r\n353\r\n00:22:05,380 --&gt; 00:22:10,140\r\nto observe what happened under the hood, we're going to\r\n\r\n354\r\n00:22:10,140 --&gt; 00:22:13,740\r\nlook up that lead and we're going to find this\r\n\r\n355\r\n00:22:13,740 --&gt; 00:22:17,460\r\nlead, Dan was created. You can look at those details.\r\n\r\n356\r\n00:22:18,280 --&gt; 00:22:21,810\r\nIn here we can see we're leveraging the journey, the\r\n\r\n357\r\n00:22:21,810 --&gt; 00:22:25,350\r\nintelligence of predictive engagement can see that the shopping cart\r\n\r\n358\r\n00:22:25,350 --&gt; 00:22:29,620\r\nvalue was $ 2, 100. We can see what the\r\n\r\n359\r\n00:22:29,620 --&gt; 00:22:31,770\r\nitems were that were in the cart, and then we\r\n\r\n360\r\n00:22:31,770 --&gt; 00:22:38,280\r\nalso created a new member to our GSOL campaign. It\r\n\r\n361\r\n00:22:38,280 --&gt; 00:22:43,190\r\nis going to inform the enterprise account rep that he\r\n\r\n362\r\n00:22:43,190 --&gt; 00:22:46,620\r\nneeds to follow up, either initiate a call or send\r\n\r\n363\r\n00:22:46,620 --&gt; 00:22:50,300\r\nan email to follow up with Dan the next day.\r\n\r\n364\r\n00:22:52,940 --&gt; 00:22:58,060\r\nSo that concludes my demo. Thank you, Dan. That was\r\n\r\n365\r\n00:22:58,060 --&gt; 00:23:01,160\r\ngreat. Thank you for joining us for this edition of\r\n\r\n366\r\n00:23:01,170 --&gt; 00:23:03,410\r\nLinkedIn Live and what I hope is the first of\r\n\r\n367\r\n00:23:03,410 --&gt; 00:23:05,850\r\nmany that do a deep dive into the Genesys AI\r\n\r\n368\r\n00:23:06,150 --&gt; 00:23:09,590\r\nportfolio. Thank you all for joining us. If any of\r\n\r\n369\r\n00:23:09,590 --&gt; 00:23:13,180\r\nyou would like more information, there is a self guided\r\n\r\n370\r\n00:23:13,180 --&gt; 00:23:17,400\r\ntour available at Genesys. com, along with a hyperlink at\r\n\r\n371\r\n00:23:17,400 --&gt; 00:23:19,600\r\nthe bottom that allows you to reach out in case\r\n\r\n372\r\n00:23:19,600 --&gt; 00:23:22,580\r\nyou want to contact any of our account executives, your\r\n\r\n373\r\n00:23:22,580 --&gt; 00:23:26,470\r\nGenesys support team, or generally any more information on anything\r\n\r\n374\r\n00:23:26,470 --&gt; 00:23:29,760\r\nthat you saw today. So again, thank you for your\r\n\r\n375\r\n00:23:29,760 --&gt; 00:23:33,270\r\ntime. We appreciate your partnership and we look forward to\r\n\r\n376\r\n00:23:33,270 --&gt; 00:23:35,670\r\nseeing you at another edition of LinkedIn Live soon.[mktoform form_type=\"hot\" cta_header=\"WATCH THE ON-DEMAND RECORDING\" cta_button=\"Watch Now!\" cms_hold=\"RG\" cid_id=\"7011T000001krpdQAA\"]\r\nMeet the Speakers\r\n\r\nElcenora Martinez\r\nGlobal VP, Product Management, AI\r\nGenesys\r\n\r\nDan Arra\r\nVice President, Sales\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Demo,AI and automation,Digital\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/see-genesys-cloud-in-action-lets-get-digital?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Demo Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">See Genesys Cloud in action: Let\u2019s get digital<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nGenesys Cloud Demo\r\n\r\nSee Genesys Cloud in action: Let\u2019s get digital\r\n\r\nDigital channels add key context to the customer journey\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]Let your customers and prospects communicate with your business on their terms. This was difficult in the past; agents had to manage multiple systems and customer context often was lost between channels.\r\n\r\nBut, modern technology has streamlined things. An all-in-one contact center solution makes it easy to reach users on the channels they prefer. That means you can communicate where your customers want and keep track of the thread, if their preferences change.\r\n\r\nJoin us for this Genesys Cloud Demo as we dig into digital channels. Learn how to manage chat, email, SMS, social media and more \u2014 all within your call center software.[mktoform form_type=\"hot\" cta_header=\"WATCH NOW\" cta_button=\"Watch Now!\" cms_hold=\"RG\" cid_id=\"7011T000001t6dbQAA\"]\r\nMeet the Speakers\r\n\r\nKenny Saalman\r\nAssociate Strategic Sales Consultant\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"AppFoundry,Improve customer experience,Analytics and reporting\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/three-ways-to-extend-your-cloud-contact-center?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">AppFoundry Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Three ways to extend your cloud contact center<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nAppFoundry Webinar\r\n\r\nThree ways to extend your cloud contact center\r\n[cutoff co_thick=\"2px\"]Your contact center needs to meet the needs of your customers while ensuring your employees and the community remain safe during the COVID-19 pandemic. Giving employees the freedom to work from home is critical. We\u2019re all in this together. And through the Genesys Rapid Response offer and our AppFoundry partners, we can enable\u00a0you to extend capabilities\u00a0with add-on applications from the AppFoundry Marketplace.\r\n\r\nThis webinar explains how to extend your cloud contact center:\r\n\r\n \tTry any free trial apps for 90 days\r\n \tGet credit for your overage charges with select premium apps\r\n \tGet the new Genesys and Google bot at no cost\r\n\r\n[mktoform form_type=\"hot\" cta_header=\"REGISTER NOW\" cta_button=\"Register Now!\" form_reach=\"noreach\" cms_hold=\"RG\" cid_id=\"7011T000001t6o5QAA\"]\r\nMeet the Speaker\r\n\r\nWalla Oriqat\r\nSr Partner Program Manager, AppFoundry\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Analyst,Improve customer experience,Level up your technology\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/the-new-normal-redefining-business-continuity?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Analyst Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">The new normal: Redefining business continuity<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nAnalyst Webinar\r\n\r\nThe new normal: Redefining business continuity\r\n[cutoff co_thick=\"2px\"][webinarschedule]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\u2019s important to understand what this \u201cnew normal\u201d is to gain perspective and to understand where the industry is headed.\r\n\r\nJoin Sheila McGee Smith and Barbara Gonzalez to hear real-life accounts of how businesses across key industries have rapidly evolved their contact center operations. You\u2019ll get insights into emerging trends, challenges and key learnings on these topics:\r\n\r\n \tCustomer experience trends reshaping the industry\r\n \tReal stories of how call centers are adapting\r\n \tManaging a remote workforce\r\n\r\n[cutoff co_thick=\"2px\"]1\r\n00:00:04,720 --&gt; 00:00:06,160\r\nGood morning, evening, and afternoon\r\n\r\n2\r\n00:00:06,160 --&gt; 00:00:07,490\r\neveryone. My name is Josh\r\n\r\n3\r\n00:00:07,490 --&gt; 00:00:08,200\r\nReed and I'm from the\r\n\r\n4\r\n00:00:08,270 --&gt; 00:00:09,320\r\ndigital events team here at\r\n\r\n5\r\n00:00:09,330 --&gt; 00:00:10,380\r\nGenesys. And let me be\r\n\r\n6\r\n00:00:10,380 --&gt; 00:00:11,390\r\nthe first to welcome you\r\n\r\n7\r\n00:00:12,290 --&gt; 00:00:13,390\r\nto today's webcast, The New\r\n\r\n8\r\n00:00:13,390 --&gt; 00:00:16,940\r\nNormal Redefining Business Continuity. And\r\n\r\n9\r\n00:00:16,940 --&gt; 00:00:17,860\r\nbefore I hand it off\r\n\r\n10\r\n00:00:17,860 --&gt; 00:00:19,160\r\nto our moderator today, I'm\r\n\r\n11\r\n00:00:19,160 --&gt; 00:00:19,870\r\ngoing to cover a few\r\n\r\n12\r\n00:00:19,870 --&gt; 00:00:21,370\r\nhousekeeping items to ensure that\r\n\r\n13\r\n00:00:21,390 --&gt; 00:00:22,360\r\nyou have the best experience\r\n\r\n14\r\n00:00:22,880 --&gt; 00:00:24,270\r\nviewing and listening to today's\r\n\r\n15\r\n00:00:24,270 --&gt; 00:00:27,020\r\npresentation. So, first off, if\r\n\r\n16\r\n00:00:27,020 --&gt; 00:00:28,690\r\nyou experienced any problems viewing\r\n\r\n17\r\n00:00:28,690 --&gt; 00:00:30,370\r\nor listening to today's presentation,\r\n\r\n18\r\n00:00:30,920 --&gt; 00:00:32,040\r\nbe sure to refresh your\r\n\r\n19\r\n00:00:32,040 --&gt; 00:00:33,240\r\nbrowser and make sure that\r\n\r\n20\r\n00:00:33,240 --&gt; 00:00:33,910\r\nit's up to date to\r\n\r\n21\r\n00:00:33,910 --&gt; 00:00:35,780\r\nsupport HTML5 as this usually\r\n\r\n22\r\n00:00:35,780 --&gt; 00:00:37,740\r\nfixes any console issues. If\r\n\r\n23\r\n00:00:37,740 --&gt; 00:00:38,930\r\nyou think that slide window\r\n\r\n24\r\n00:00:38,930 --&gt; 00:00:39,900\r\nor that video window is\r\n\r\n25\r\n00:00:39,900 --&gt; 00:00:41,140\r\ntoo small, you can drag\r\n\r\n26\r\n00:00:41,140 --&gt; 00:00:41,970\r\nthe bottom right corner of\r\n\r\n27\r\n00:00:41,970 --&gt; 00:00:43,340\r\nthose windows to enlarge them\r\n\r\n28\r\n00:00:43,340 --&gt; 00:00:44,330\r\nat any time during the\r\n\r\n29\r\n00:00:44,330 --&gt; 00:00:47,600\r\nwebcast. And although we're not going\r\n\r\n30\r\n00:00:47,820 --&gt; 00:00:49,100\r\nto host a live Q&amp;\r\n\r\n31\r\n00:00:49,220 --&gt; 00:00:49,720\r\nA at the end of\r\n\r\n32\r\n00:00:49,720 --&gt; 00:00:51,830\r\nour presentation today, this is\r\n\r\n33\r\n00:00:51,830 --&gt; 00:00:53,540\r\ndesigned to be an interactive experience. And\r\n\r\n34\r\n00:00:53,610 --&gt; 00:00:54,340\r\nwe would love for you\r\n\r\n35\r\n00:00:54,340 --&gt; 00:00:55,270\r\nto go ahead and throw\r\n\r\n36\r\n00:00:55,270 --&gt; 00:00:56,420\r\nthose questions that you may\r\n\r\n37\r\n00:00:56,420 --&gt; 00:00:58,080\r\nhave into the Q&amp; A window.\r\n\r\n38\r\n00:00:58,190 --&gt; 00:00:59,110\r\nAnd what we'll do is\r\n\r\n39\r\n00:00:59,110 --&gt; 00:01:00,050\r\nwe'll follow up with you\r\n\r\n40\r\n00:01:00,050 --&gt; 00:01:01,400\r\nvia email within the next\r\n\r\n41\r\n00:01:01,400 --&gt; 00:01:04,140\r\nfew business days. And also\r\n\r\n42\r\n00:01:04,140 --&gt; 00:01:05,640\r\nknow if you miss anything throughout\r\n\r\n43\r\n00:01:05,640 --&gt; 00:01:07,350\r\ntoday's presentation, don't worry you\r\n\r\n44\r\n00:01:07,350 --&gt; 00:01:08,610\r\nwill receive the on- demand\r\n\r\n45\r\n00:01:08,610 --&gt; 00:01:10,140\r\nrecording via email from on\r\n\r\n46\r\n00:01:10,140 --&gt; 00:01:11,440\r\n24 within the next few\r\n\r\n47\r\n00:01:11,440 --&gt; 00:01:14,590\r\nbusiness days as well. And\r\n\r\n48\r\n00:01:14,590 --&gt; 00:01:16,100\r\nalso note that we have\r\n\r\n49\r\n00:01:16,100 --&gt; 00:01:17,840\r\na library of resources in\r\n\r\n50\r\n00:01:17,840 --&gt; 00:01:19,900\r\nthe resource center at below\r\n\r\n51\r\n00:01:19,900 --&gt; 00:01:21,590\r\nyour Q&amp; A window. These\r\n\r\n52\r\n00:01:21,590 --&gt; 00:01:23,380\r\nresources truly expand on today's\r\n\r\n53\r\n00:01:23,380 --&gt; 00:01:25,270\r\ntopic of the change in\r\n\r\n54\r\n00:01:25,270 --&gt; 00:01:26,800\r\nbusiness continuity. So be sure\r\n\r\n55\r\n00:01:26,800 --&gt; 00:01:27,990\r\nto click on those links.\r\n\r\n56\r\n00:01:28,260 --&gt; 00:01:29,220\r\nClicking won't take you away\r\n\r\n57\r\n00:01:29,220 --&gt; 00:01:30,140\r\nfrom the session though. So\r\n\r\n58\r\n00:01:30,140 --&gt; 00:01:31,150\r\ndon't worry about that. It'll\r\n\r\n59\r\n00:01:31,150 --&gt; 00:01:32,040\r\njust open up a new\r\n\r\n60\r\n00:01:32,040 --&gt; 00:01:35,620\r\ntab in your browser. Told\r\n\r\n61\r\n00:01:35,620 --&gt; 00:01:36,680\r\nyou, short and sweet. So with\r\n\r\n62\r\n00:01:36,840 --&gt; 00:01:37,560\r\nthat, I'm actually going to\r\n\r\n63\r\n00:01:37,560 --&gt; 00:01:38,330\r\nhand it off to our\r\n\r\n64\r\n00:01:38,330 --&gt; 00:01:41,100\r\nmoderator today, Barbara Gonzalez. Barbara,\r\n\r\n65\r\n00:01:41,100 --&gt; 00:01:41,730\r\nwhy don't we take it\r\n\r\n66\r\n00:01:41,730 --&gt; 00:01:44,380\r\naway? Thank you so much,\r\n\r\n67\r\n00:01:44,380 --&gt; 00:01:46,180\r\nJosh. Hello everyone. My name\r\n\r\n68\r\n00:01:46,180 --&gt; 00:01:47,670\r\nis Barbara Gonzalez. I work\r\n\r\n69\r\n00:01:47,670 --&gt; 00:01:49,710\r\nfor Genesys and I lead the\r\n\r\n70\r\n00:01:49,710 --&gt; 00:01:51,900\r\nbusiness consulting team organization globally.\r\n\r\n71\r\n00:01:52,940 --&gt; 00:01:53,660\r\nFirst of all, I do\r\n\r\n72\r\n00:01:53,660 --&gt; 00:01:54,540\r\nwant to say thank you\r\n\r\n73\r\n00:01:54,540 --&gt; 00:01:56,430\r\nso much for spending this\r\n\r\n74\r\n00:01:56,430 --&gt; 00:01:57,410\r\ntime with us and on\r\n\r\n75\r\n00:01:57,410 --&gt; 00:01:59,230\r\nbehalf of Genesys. And everyone\r\n\r\n76\r\n00:01:59,230 --&gt; 00:02:00,770\r\nthat participated in the organization\r\n\r\n77\r\n00:02:00,770 --&gt; 00:02:02,340\r\nof this webinar, we truly\r\n\r\n78\r\n00:02:02,340 --&gt; 00:02:04,640\r\nappreciate your presence. Before I\r\n\r\n79\r\n00:02:04,640 --&gt; 00:02:07,120\r\nintroduce our amazing panelists, I\r\n\r\n80\r\n00:02:07,130 --&gt; 00:02:07,970\r\nwould like to start with\r\n\r\n81\r\n00:02:07,970 --&gt; 00:02:11,280\r\na brief introduction. First of\r\n\r\n82\r\n00:02:11,280 --&gt; 00:02:12,090\r\nall, let me start with\r\n\r\n83\r\n00:02:12,090 --&gt; 00:02:14,210\r\nthis quote. The struggle we're\r\n\r\n84\r\n00:02:14,210 --&gt; 00:02:16,140\r\nin today is developing the\r\n\r\n85\r\n00:02:16,140 --&gt; 00:02:17,590\r\nstrength we need for tomorrow.\r\n\r\n86\r\n00:02:18,080 --&gt; 00:02:19,240\r\nAnd I know that I\r\n\r\n87\r\n00:02:19,240 --&gt; 00:02:20,500\r\nsay the obvious by saying\r\n\r\n88\r\n00:02:20,500 --&gt; 00:02:21,490\r\nthat we are going through\r\n\r\n89\r\n00:02:21,490 --&gt; 00:02:23,490\r\nchallenging and truly unprecedented times\r\n\r\n90\r\n00:02:23,490 --&gt; 00:02:24,950\r\nright now. But to me\r\n\r\n91\r\n00:02:24,950 --&gt; 00:02:27,320\r\nit's unprecedented from two key\r\n\r\n92\r\n00:02:27,320 --&gt; 00:02:29,450\r\naspects. Number one, this is\r\n\r\n93\r\n00:02:29,450 --&gt; 00:02:31,080\r\ncertainly not the first pandemic\r\n\r\n94\r\n00:02:31,080 --&gt; 00:02:33,300\r\nthat humanity has experienced, but\r\n\r\n95\r\n00:02:33,540 --&gt; 00:02:34,480\r\nbecause of the level of\r\n\r\n96\r\n00:02:34,480 --&gt; 00:02:36,040\r\nconnectivity that our society has\r\n\r\n97\r\n00:02:36,040 --&gt; 00:02:37,950\r\ntoday, it makes it so\r\n\r\n98\r\n00:02:38,240 --&gt; 00:02:39,450\r\nwe are fully aware of\r\n\r\n99\r\n00:02:39,480 --&gt; 00:02:40,840\r\nthe level of magnitude of\r\n\r\n100\r\n00:02:40,840 --&gt; 00:02:42,710\r\nthis crisis. And number two\r\n\r\n101\r\n00:02:42,710 --&gt; 00:02:43,700\r\nand perhaps for the same\r\n\r\n102\r\n00:02:43,700 --&gt; 00:02:45,090\r\nreason of how connected we\r\n\r\n103\r\n00:02:45,090 --&gt; 00:02:45,940\r\nare not only as a\r\n\r\n104\r\n00:02:45,940 --&gt; 00:02:47,730\r\nsociety, but in the way\r\n\r\n105\r\n00:02:47,730 --&gt; 00:02:48,520\r\nthat we do business and\r\n\r\n106\r\n00:02:48,520 --&gt; 00:02:50,560\r\ncommunicate this crisis is truly\r\n\r\n107\r\n00:02:50,610 --&gt; 00:02:52,770\r\naffecting the entire world. I mean,\r\n\r\n108\r\n00:02:52,770 --&gt; 00:02:53,300\r\nif you look at the\r\n\r\n109\r\n00:02:53,300 --&gt; 00:02:54,970\r\nnumbers right now out of\r\n\r\n110\r\n00:02:56,130 --&gt; 00:02:57,760\r\n195 or 197, depending on\r\n\r\n111\r\n00:02:57,760 --&gt; 00:02:59,750\r\nyour source countries in the\r\n\r\n112\r\n00:02:59,750 --&gt; 00:03:02,410\r\nworld, 185 have confirmed cases\r\n\r\n113\r\n00:03:02,410 --&gt; 00:03:03,510\r\nof COVID- 19 right now. And\r\n\r\n114\r\n00:03:04,230 --&gt; 00:03:05,950\r\nthe fact is that every\r\n\r\n115\r\n00:03:05,950 --&gt; 00:03:07,760\r\nsingle country, every business, and\r\n\r\n116\r\n00:03:07,760 --&gt; 00:03:09,420\r\nevery individual is affected in\r\n\r\n117\r\n00:03:09,420 --&gt; 00:03:10,790\r\none way or another, by\r\n\r\n118\r\n00:03:10,790 --&gt; 00:03:12,120\r\nthe impact that this pandemic\r\n\r\n119\r\n00:03:12,120 --&gt; 00:03:13,300\r\nis having not only in\r\n\r\n120\r\n00:03:13,300 --&gt; 00:03:14,610\r\nour economy, but frankly in\r\n\r\n121\r\n00:03:14,610 --&gt; 00:03:16,680\r\nour way of life. Now,\r\n\r\n122\r\n00:03:16,730 --&gt; 00:03:18,200\r\nhere's another aspect to consider\r\n\r\n123\r\n00:03:18,200 --&gt; 00:03:19,160\r\nas we reflect in all\r\n\r\n124\r\n00:03:19,160 --&gt; 00:03:20,800\r\nof this. Think about all\r\n\r\n125\r\n00:03:20,800 --&gt; 00:03:22,220\r\nthe services and activities that\r\n\r\n126\r\n00:03:22,220 --&gt; 00:03:23,250\r\nare part of our day\r\n\r\n127\r\n00:03:23,250 --&gt; 00:03:24,660\r\nto day lives and that we\r\n\r\n128\r\n00:03:24,660 --&gt; 00:03:26,030\r\njust maybe take for granted,\r\n\r\n129\r\n00:03:26,190 --&gt; 00:03:27,730\r\nbut that right now are critical\r\n\r\n130\r\n00:03:27,730 --&gt; 00:03:28,610\r\nand top of mind for\r\n\r\n131\r\n00:03:28,610 --&gt; 00:03:30,630\r\nall of us. Things like\r\n\r\n132\r\n00:03:30,690 --&gt; 00:03:32,460\r\nobviously healthcare services, but also\r\n\r\n133\r\n00:03:32,460 --&gt; 00:03:34,950\r\nfinancial services, retail services, government\r\n\r\n134\r\n00:03:34,950 --&gt; 00:03:36,590\r\nservices. And not only do\r\n\r\n135\r\n00:03:36,590 --&gt; 00:03:38,170\r\nwe depend on those services today,\r\n\r\n136\r\n00:03:38,490 --&gt; 00:03:39,360\r\nbut we depend on the\r\n\r\n137\r\n00:03:39,360 --&gt; 00:03:41,030\r\nability to access and communicate\r\n\r\n138\r\n00:03:41,030 --&gt; 00:03:42,540\r\nwith the organizations or agencies\r\n\r\n139\r\n00:03:42,580 --&gt; 00:03:44,330\r\nthat provide those services through\r\n\r\n140\r\n00:03:44,330 --&gt; 00:03:46,280\r\ncustomer support or customer service\r\n\r\n141\r\n00:03:46,280 --&gt; 00:03:47,640\r\nto us. And let me\r\n\r\n142\r\n00:03:47,640 --&gt; 00:03:48,330\r\njust give you a quick\r\n\r\n143\r\n00:03:48,330 --&gt; 00:03:49,810\r\nexample, which I'm sure most\r\n\r\n144\r\n00:03:49,810 --&gt; 00:03:50,560\r\nof you if not all\r\n\r\n145\r\n00:03:50,560 --&gt; 00:03:51,550\r\nof you will relate to\r\n\r\n146\r\n00:03:51,550 --&gt; 00:03:53,670\r\nit. I normally work from\r\n\r\n147\r\n00:03:53,670 --&gt; 00:03:55,170\r\nhome although I do travel\r\n\r\n148\r\n00:03:55,180 --&gt; 00:03:56,570\r\na lot, so I probably\r\n\r\n149\r\n00:03:56,570 --&gt; 00:03:57,590\r\nspend half of my time\r\n\r\n150\r\n00:03:57,590 --&gt; 00:03:58,900\r\nat home and half of\r\n\r\n151\r\n00:03:58,900 --&gt; 00:04:00,570\r\nmy time on the road.\r\n\r\n152\r\n00:04:01,200 --&gt; 00:04:02,530\r\nMy husband owns a small\r\n\r\n153\r\n00:04:02,530 --&gt; 00:04:04,260\r\nbusiness in real estate and\r\n\r\n154\r\n00:04:04,260 --&gt; 00:04:06,430\r\nfinancial services here in Miami. And\r\n\r\n155\r\n00:04:06,430 --&gt; 00:04:07,650\r\nour daughter Addy, who is\r\n\r\n156\r\n00:04:07,660 --&gt; 00:04:09,310\r\n15, she's obviously in high\r\n\r\n157\r\n00:04:09,310 --&gt; 00:04:11,510\r\nschool. So as a family,\r\n\r\n158\r\n00:04:11,510 --&gt; 00:04:12,560\r\nfor one, we need to\r\n\r\n159\r\n00:04:12,560 --&gt; 00:04:13,870\r\nstay in touch with Abby\r\n\r\n160\r\n00:04:13,870 --&gt; 00:04:15,960\r\nschool and the county schooling\r\n\r\n161\r\n00:04:15,960 --&gt; 00:04:17,040\r\nsystem to figure it out,\r\n\r\n162\r\n00:04:17,040 --&gt; 00:04:17,800\r\nis she going back to\r\n\r\n163\r\n00:04:17,800 --&gt; 00:04:19,030\r\nschool, is she not going back to\r\n\r\n164\r\n00:04:19,120 --&gt; 00:04:20,530\r\nschool, and how are they\r\n\r\n165\r\n00:04:20,530 --&gt; 00:04:22,080\r\nmanaging remote dedication and so\r\n\r\n166\r\n00:04:22,080 --&gt; 00:04:23,470\r\non. By the way, they\r\n\r\n167\r\n00:04:23,470 --&gt; 00:04:24,420\r\nare not going back to\r\n\r\n168\r\n00:04:24,420 --&gt; 00:04:25,110\r\nschool for the rest of\r\n\r\n169\r\n00:04:25,190 --&gt; 00:04:26,140\r\nthe school year, which is\r\n\r\n170\r\n00:04:26,200 --&gt; 00:04:28,020\r\nnot exactly easy situation to\r\n\r\n171\r\n00:04:28,020 --&gt; 00:04:29,520\r\ndeal with a teenager, if\r\n\r\n172\r\n00:04:29,810 --&gt; 00:04:32,010\r\nwhat I mean. My husband\r\n\r\n173\r\n00:04:32,390 --&gt; 00:04:33,690\r\nhad to work with the IT\r\n\r\n174\r\n00:04:34,010 --&gt; 00:04:35,780\r\ncompany that provides them support,\r\n\r\n175\r\n00:04:35,810 --&gt; 00:04:36,570\r\nwhich is also a small\r\n\r\n176\r\n00:04:37,020 --&gt; 00:04:39,110\r\nbusiness to adjust their systems,\r\n\r\n177\r\n00:04:39,140 --&gt; 00:04:40,190\r\nto be able to send\r\n\r\n178\r\n00:04:40,240 --&gt; 00:04:41,220\r\ntheir employees to work from\r\n\r\n179\r\n00:04:41,220 --&gt; 00:04:43,050\r\nhome. He's also now in\r\n\r\n180\r\n00:04:43,050 --&gt; 00:04:44,130\r\nthe process of reaching out\r\n\r\n181\r\n00:04:44,130 --&gt; 00:04:45,770\r\nto government agencies to get\r\n\r\n182\r\n00:04:45,770 --&gt; 00:04:54,360\r\ninformation to potentially apply... On\r\n\r\n183\r\n00:04:54,360 --&gt; 00:04:55,050\r\nmy side, I'm going to assume it's all\r\n\r\n184\r\n00:04:55,790 --&gt; 00:04:56,740\r\nthe time. Reached out to\r\n\r\n185\r\n00:04:56,740 --&gt; 00:04:57,900\r\nmy internet service provider to\r\n\r\n186\r\n00:04:57,900 --&gt; 00:04:58,770\r\nmake sure that they keep\r\n\r\n187\r\n00:04:58,770 --&gt; 00:04:59,840\r\nup with the demands and\r\n\r\n188\r\n00:04:59,840 --&gt; 00:05:00,960\r\nnow it's family we have\r\n\r\n189\r\n00:05:00,960 --&gt; 00:05:02,240\r\ngiven that my daughter Abby\r\n\r\n190\r\n00:05:02,240 --&gt; 00:05:03,590\r\nis on Zoom from school.\r\n\r\n191\r\n00:05:04,100 --&gt; 00:05:04,770\r\nAnd if she's not on\r\n\r\n192\r\n00:05:04,770 --&gt; 00:05:05,660\r\nthat, I tell you she's\r\n\r\n193\r\n00:05:05,660 --&gt; 00:05:06,700\r\non FaceTime with 20 other\r\n\r\n194\r\n00:05:06,710 --&gt; 00:05:07,840\r\nkids all the time or\r\n\r\n195\r\n00:05:07,840 --&gt; 00:05:09,050\r\nlive streaming on Instagram. So\r\n\r\n196\r\n00:05:09,050 --&gt; 00:05:10,430\r\nthe bandwidth requirements are pretty\r\n\r\n197\r\n00:05:10,430 --&gt; 00:05:11,620\r\nhigh. And not to mention\r\n\r\n198\r\n00:05:11,770 --&gt; 00:05:12,790\r\nmy husband who is also\r\n\r\n199\r\n00:05:12,790 --&gt; 00:05:14,210\r\nheavily using internet now, since\r\n\r\n200\r\n00:05:14,210 --&gt; 00:05:15,180\r\nhe's working from home. And\r\n\r\n201\r\n00:05:15,180 --&gt; 00:05:17,450\r\nthen we get to things\r\n\r\n202\r\n00:05:17,450 --&gt; 00:05:18,380\r\nlike going to the grocery\r\n\r\n203\r\n00:05:18,380 --&gt; 00:05:19,500\r\nstore today as a mission,\r\n\r\n204\r\n00:05:19,500 --&gt; 00:05:20,270\r\nright. I just went to\r\n\r\n205\r\n00:05:20,270 --&gt; 00:05:21,710\r\nthe grocery store yesterday and\r\n\r\n206\r\n00:05:21,710 --&gt; 00:05:23,520\r\nI can tell you wearing masks,\r\n\r\n207\r\n00:05:24,120 --&gt; 00:05:25,650\r\ngoing on just only one\r\n\r\n208\r\n00:05:25,650 --&gt; 00:05:26,600\r\nway on the aisles and\r\n\r\n209\r\n00:05:26,600 --&gt; 00:05:29,350\r\nwaiting, and the distancing upset\r\n\r\n210\r\n00:05:29,350 --&gt; 00:05:30,250\r\nat six feet and so\r\n\r\n211\r\n00:05:30,250 --&gt; 00:05:32,210\r\non. So now I'm also\r\n\r\n212\r\n00:05:32,210 --&gt; 00:05:33,270\r\ntrying to order as much\r\n\r\n213\r\n00:05:33,270 --&gt; 00:05:34,850\r\nas I can online, supply\r\n\r\n214\r\n00:05:34,850 --&gt; 00:05:36,390\r\njust to keep our lights\r\n\r\n215\r\n00:05:36,390 --&gt; 00:05:38,240\r\ngoing. So I think this\r\n\r\n216\r\n00:05:38,240 --&gt; 00:05:39,600\r\njust shows how much we\r\n\r\n217\r\n00:05:39,600 --&gt; 00:05:41,560\r\ndepend on the services that\r\n\r\n218\r\n00:05:41,560 --&gt; 00:05:42,130\r\nin our day to day,\r\n\r\n219\r\n00:05:42,190 --&gt; 00:05:44,370\r\nobviously. But even if we\r\n\r\n220\r\n00:05:44,370 --&gt; 00:05:46,080\r\ntake them for granted now\r\n\r\n221\r\n00:05:46,400 --&gt; 00:05:47,930\r\nthose services are truly critical\r\n\r\n222\r\n00:05:48,440 --&gt; 00:05:50,280\r\nand just for our wellbeing.\r\n\r\n223\r\n00:05:50,280 --&gt; 00:05:51,110\r\nAnd even I would say,\r\n\r\n224\r\n00:05:51,110 --&gt; 00:05:52,320\r\nand I don't mean to\r\n\r\n225\r\n00:05:52,320 --&gt; 00:05:53,500\r\nsound dramatic, but even just\r\n\r\n226\r\n00:05:53,500 --&gt; 00:05:55,110\r\nfor our survival, right? So\r\n\r\n227\r\n00:05:55,110 --&gt; 00:05:56,410\r\nto me, this also exemplifies\r\n\r\n228\r\n00:05:56,410 --&gt; 00:05:57,420\r\nthe real need and the\r\n\r\n229\r\n00:05:57,420 --&gt; 00:05:59,700\r\nreal importance of incorporating empathy\r\n\r\n230\r\n00:05:59,830 --&gt; 00:06:00,750\r\nas part of our customer\r\n\r\n231\r\n00:06:00,990 --&gt; 00:06:03,210\r\nexperience strategy. These services are\r\n\r\n232\r\n00:06:03,210 --&gt; 00:06:04,580\r\nreally not just operational, but\r\n\r\n233\r\n00:06:04,580 --&gt; 00:06:05,940\r\nthey are part of people's\r\n\r\n234\r\n00:06:05,940 --&gt; 00:06:08,960\r\nlives. Now, to the topic today\r\n\r\n235\r\n00:06:09,260 --&gt; 00:06:10,880\r\ncompanies build their business continuity\r\n\r\n236\r\n00:06:10,880 --&gt; 00:06:12,540\r\nplans in a wide variety\r\n\r\n237\r\n00:06:12,540 --&gt; 00:06:14,540\r\nof scenarios in mind. Natural\r\n\r\n238\r\n00:06:14,540 --&gt; 00:06:17,180\r\ndisasters, power system outages, even\r\n\r\n239\r\n00:06:17,180 --&gt; 00:06:18,840\r\nstrikes and so on. But\r\n\r\n240\r\n00:06:18,840 --&gt; 00:06:20,290\r\ncertainly the situation we are\r\n\r\n241\r\n00:06:20,290 --&gt; 00:06:21,250\r\nliving in right now with\r\n\r\n242\r\n00:06:21,250 --&gt; 00:06:22,580\r\nCOVID- 19 has forced us\r\n\r\n243\r\n00:06:22,580 --&gt; 00:06:23,990\r\nto adapt and adjust those\r\n\r\n244\r\n00:06:23,990 --&gt; 00:06:26,410\r\nbusiness continuity plans. And it also\r\n\r\n245\r\n00:06:26,410 --&gt; 00:06:28,150\r\nmakes us really think, well,\r\n\r\n246\r\n00:06:28,150 --&gt; 00:06:29,410\r\nwhat does the new normal\r\n\r\n247\r\n00:06:29,410 --&gt; 00:06:31,470\r\nlook like? Right? Some companies,\r\n\r\n248\r\n00:06:31,880 --&gt; 00:06:33,460\r\nfor example, are considering, should\r\n\r\n249\r\n00:06:33,460 --&gt; 00:06:34,770\r\nwe create a working from\r\n\r\n250\r\n00:06:34,770 --&gt; 00:06:36,470\r\nhome model beyond the crisis?\r\n\r\n251\r\n00:06:36,890 --&gt; 00:06:38,300\r\nBut regardless of what we\r\n\r\n252\r\n00:06:38,300 --&gt; 00:06:39,520\r\nthink the new normal is going\r\n\r\n253\r\n00:06:39,520 --&gt; 00:06:41,300\r\nto look like for organization\r\n\r\n254\r\n00:06:41,300 --&gt; 00:06:44,830\r\nor what would be involved\r\n\r\n255\r\n00:06:44,830 --&gt; 00:06:46,630\r\nin reactivating our normal business\r\n\r\n256\r\n00:06:46,630 --&gt; 00:06:48,550\r\nactivity? What I think we\r\n\r\n257\r\n00:06:48,550 --&gt; 00:06:49,440\r\nneed to be very conscious\r\n\r\n258\r\n00:06:49,440 --&gt; 00:06:51,350\r\nof is that this will\r\n\r\n259\r\n00:06:51,350 --&gt; 00:06:52,390\r\ncertainly not be the last\r\n\r\n260\r\n00:06:52,390 --&gt; 00:06:54,990\r\ncrisis or unprecedented situation that\r\n\r\n261\r\n00:06:55,010 --&gt; 00:06:55,960\r\nwe will be challenged with.\r\n\r\n262\r\n00:06:55,960 --&gt; 00:06:56,470\r\nAnd I don't mean to\r\n\r\n263\r\n00:06:56,470 --&gt; 00:06:57,550\r\nsound like doom days or\r\n\r\n264\r\n00:06:57,550 --&gt; 00:06:59,920\r\nanything. But I'm just saying\r\n\r\n265\r\n00:07:00,320 --&gt; 00:07:01,230\r\nthat we just need to be prepared\r\n\r\n266\r\n00:07:01,230 --&gt; 00:07:02,410\r\nand have plans that are\r\n\r\n267\r\n00:07:02,410 --&gt; 00:07:04,150\r\nflexible and agile to allow\r\n\r\n268\r\n00:07:04,150 --&gt; 00:07:05,950\r\nour organization to be as\r\n\r\n269\r\n00:07:05,950 --&gt; 00:07:07,380\r\nready as possible and really\r\n\r\n270\r\n00:07:07,380 --&gt; 00:07:08,700\r\nto adapt and respond quickly.\r\n\r\n271\r\n00:07:09,230 --&gt; 00:07:10,900\r\nAnd this is exactly the\r\n\r\n272\r\n00:07:10,900 --&gt; 00:07:12,300\r\ndiscussion that we are going to have\r\n\r\n273\r\n00:07:12,350 --&gt; 00:07:14,550\r\ntoday. So I'm truly honored\r\n\r\n274\r\n00:07:14,550 --&gt; 00:07:15,300\r\nto be joined by an\r\n\r\n275\r\n00:07:15,300 --&gt; 00:07:16,960\r\nincredible panel of experts today.\r\n\r\n276\r\n00:07:17,420 --&gt; 00:07:19,000\r\nAnd I would like to start with\r\n\r\n277\r\n00:07:19,230 --&gt; 00:07:20,910\r\nSheila McGee- Smith. I'm really\r\n\r\n278\r\n00:07:20,910 --&gt; 00:07:22,060\r\nhonored to have you Sheila,\r\n\r\n279\r\n00:07:22,130 --&gt; 00:07:24,240\r\nwould you please introduce yourself?\r\n\r\n280\r\n00:07:25,720 --&gt; 00:07:28,950\r\nCertainly. Welcome everyone and welcome\r\n\r\n281\r\n00:07:28,950 --&gt; 00:07:30,980\r\nto my fellow panelists. I'm\r\n\r\n282\r\n00:07:30,990 --&gt; 00:07:32,420\r\nexcited to be here, not\r\n\r\n283\r\n00:07:32,420 --&gt; 00:07:33,520\r\njust with Barbara who I've\r\n\r\n284\r\n00:07:33,520 --&gt; 00:07:34,640\r\nworked with in the past in\r\n\r\n285\r\n00:07:34,640 --&gt; 00:07:36,440\r\nWomen in Tech issues as\r\n\r\n286\r\n00:07:36,440 --&gt; 00:07:38,020\r\nyou proudly aware. Women in\r\n\r\n287\r\n00:07:38,020 --&gt; 00:07:42,500\r\nTech, Genesys' shirt. But very\r\n\r\n288\r\n00:07:42,500 --&gt; 00:07:43,240\r\nhappy to be here with\r\n\r\n289\r\n00:07:43,240 --&gt; 00:07:44,650\r\ntwo customers as well, with\r\n\r\n290\r\n00:07:44,650 --&gt; 00:07:46,550\r\nColin and Paul who are\r\n\r\n291\r\n00:07:46,620 --&gt; 00:07:49,890\r\nliving this every day. So\r\n\r\n292\r\n00:07:49,890 --&gt; 00:07:51,210\r\nwho am I? I am an\r\n\r\n293\r\n00:07:51,210 --&gt; 00:07:53,520\r\nindustry analyst. I've been covering\r\n\r\n294\r\n00:07:53,520 --&gt; 00:07:55,730\r\nthe contact center space full\r\n\r\n295\r\n00:07:55,730 --&gt; 00:07:59,220\r\ntime since 1990. So I've\r\n\r\n296\r\n00:07:59,220 --&gt; 00:08:00,500\r\nlived through a couple of\r\n\r\n297\r\n00:08:00,500 --&gt; 00:08:02,230\r\nchanges in this marketplace, a\r\n\r\n298\r\n00:08:02,230 --&gt; 00:08:04,820\r\nfew small recessions, the tech\r\n\r\n299\r\n00:08:04,820 --&gt; 00:08:07,950\r\nbubble burst, but nothing compares\r\n\r\n300\r\n00:08:08,210 --&gt; 00:08:09,230\r\nto what we're all living\r\n\r\n301\r\n00:08:09,230 --&gt; 00:08:10,900\r\nthrough right now. So the\r\n\r\n302\r\n00:08:10,900 --&gt; 00:08:12,810\r\nslide that you're seeing there\r\n\r\n303\r\n00:08:13,450 --&gt; 00:08:14,390\r\nshows that one of the\r\n\r\n304\r\n00:08:14,390 --&gt; 00:08:17,130\r\nplaces where I publish my\r\n\r\n305\r\n00:08:17,130 --&gt; 00:08:19,370\r\nviews on the market is\r\n\r\n306\r\n00:08:19,620 --&gt; 00:08:20,820\r\non a site online called\r\n\r\n307\r\n00:08:20,820 --&gt; 00:08:24,110\r\nnojitter. com. About on a\r\n\r\n308\r\n00:08:24,110 --&gt; 00:08:26,440\r\nweekly basis I publish a\r\n\r\n309\r\n00:08:26,440 --&gt; 00:08:28,240\r\npost about what's happening in\r\n\r\n310\r\n00:08:28,240 --&gt; 00:08:30,870\r\nthe market. For today's event,\r\n\r\n311\r\n00:08:30,920 --&gt; 00:08:32,590\r\nI've selected four that I've\r\n\r\n312\r\n00:08:32,590 --&gt; 00:08:33,670\r\npublished in the last six\r\n\r\n313\r\n00:08:33,670 --&gt; 00:08:34,750\r\nmonths or so all about\r\n\r\n314\r\n00:08:34,750 --&gt; 00:08:36,910\r\nGenesys, needless to say, if\r\n\r\n315\r\n00:08:36,910 --&gt; 00:08:37,740\r\nyou go to No Jitter,\r\n\r\n316\r\n00:08:37,740 --&gt; 00:08:39,220\r\nyou'll see articles about other\r\n\r\n317\r\n00:08:39,220 --&gt; 00:08:42,360\r\ncompanies as well. But what\r\n\r\n318\r\n00:08:42,360 --&gt; 00:08:43,950\r\nit highlights is just how\r\n\r\n319\r\n00:08:43,950 --&gt; 00:08:46,330\r\nmuch, how active Genesys has\r\n\r\n320\r\n00:08:46,330 --&gt; 00:08:47,600\r\nbeen in the market and\r\n\r\n321\r\n00:08:47,600 --&gt; 00:08:48,640\r\ncertainly in the last year,\r\n\r\n322\r\n00:08:48,640 --&gt; 00:08:50,250\r\neven more so perhaps than\r\n\r\n323\r\n00:08:50,250 --&gt; 00:08:53,090\r\nbefore that. With a new\r\n\r\n324\r\n00:08:53,090 --&gt; 00:08:55,980\r\nCEO, with partnerships with Google.\r\n\r\n325\r\n00:08:56,750 --&gt; 00:08:58,740\r\nSo happy to be here\r\n\r\n326\r\n00:08:58,740 --&gt; 00:08:59,930\r\nand to pass it back\r\n\r\n327\r\n00:08:59,930 --&gt; 00:09:01,160\r\nto Barbara to introduce our\r\n\r\n328\r\n00:09:01,160 --&gt; 00:09:04,790\r\nfirst customer. Thank you, Sheila.\r\n\r\n329\r\n00:09:04,790 --&gt; 00:09:06,830\r\nI just want to say really, really an\r\n\r\n330\r\n00:09:06,830 --&gt; 00:09:08,670\r\nhonor to have you. Sheila\r\n\r\n331\r\n00:09:08,700 --&gt; 00:09:10,670\r\nshe certainly needed no introduction,\r\n\r\n332\r\n00:09:10,870 --&gt; 00:09:12,360\r\nher reputation in the contact center\r\n\r\n333\r\n00:09:12,360 --&gt; 00:09:14,010\r\nspace and the customer experience space,\r\n\r\n334\r\n00:09:14,360 --&gt; 00:09:16,020\r\nprocedure around the world in\r\n\r\n335\r\n00:09:16,020 --&gt; 00:09:18,280\r\nNorth America. Certainly, so Sheila\r\n\r\n336\r\n00:09:18,590 --&gt; 00:09:21,410\r\nalso constantly has conversations with\r\n\r\n337\r\n00:09:21,410 --&gt; 00:09:23,460\r\nexecutives on the customer experience space.\r\n\r\n338\r\n00:09:23,900 --&gt; 00:09:25,410\r\nSo we truly having you\r\n\r\n339\r\n00:09:25,410 --&gt; 00:09:26,930\r\nhere to provide your thoughts\r\n\r\n340\r\n00:09:26,930 --&gt; 00:09:28,980\r\nand in recommendation Sheila, it's\r\n\r\n341\r\n00:09:28,980 --&gt; 00:09:29,850\r\ntruly an honor. So thank\r\n\r\n342\r\n00:09:29,850 --&gt; 00:09:31,850\r\nyou so much. Now to\r\n\r\n343\r\n00:09:31,850 --&gt; 00:09:34,280\r\nour next panelist, I'm really\r\n\r\n344\r\n00:09:34,280 --&gt; 00:09:36,650\r\nalso honored to have with\r\n\r\n345\r\n00:09:36,650 --&gt; 00:09:41,780\r\nus Paul Bordeaux who's the\r\n\r\n346\r\n00:09:41,780 --&gt; 00:09:43,390\r\nvice president of information technology\r\n\r\n347\r\n00:09:43,680 --&gt; 00:09:44,900\r\nfor e- services. Paul would\r\n\r\n348\r\n00:09:45,200 --&gt; 00:09:48,360\r\nyou introduce yourself please? I'm\r\n\r\n349\r\n00:09:48,360 --&gt; 00:09:54,510\r\nsorry- Yeah, certainly. Backwards. I'm\r\n\r\n350\r\n00:09:54,510 --&gt; 00:09:56,140\r\nso sorry Paul. Sorry let me\r\n\r\n351\r\n00:09:56,750 --&gt; 00:09:58,710\r\ntake this back. Colin Salvesen,\r\n\r\n352\r\n00:09:58,980 --&gt; 00:10:00,100\r\nhead of IT for Mr\r\n\r\n353\r\n00:10:00,100 --&gt; 00:10:01,480\r\nPrice Group. Colin, please go\r\n\r\n354\r\n00:10:01,480 --&gt; 00:10:04,050\r\nahead. Hi. Hello to everybody\r\n\r\n355\r\n00:10:04,050 --&gt; 00:10:04,940\r\nall the way from South\r\n\r\n356\r\n00:10:05,080 --&gt; 00:10:06,410\r\nAfrica. And I hope you're all\r\n\r\n357\r\n00:10:06,640 --&gt; 00:10:08,560\r\nvery safe and well. Thank\r\n\r\n358\r\n00:10:08,560 --&gt; 00:10:09,470\r\nyou to Genesys for having\r\n\r\n359\r\n00:10:09,470 --&gt; 00:10:10,690\r\nme. I really appreciate the\r\n\r\n360\r\n00:10:10,690 --&gt; 00:10:12,850\r\nopportunity. So yeah, I look after IT for the\r\n\r\n361\r\n00:10:13,550 --&gt; 00:10:15,130\r\nMr Price group. We're a\r\n\r\n362\r\n00:10:15,130 --&gt; 00:10:16,610\r\nlarge retailer in South Africa.\r\n\r\n363\r\n00:10:17,290 --&gt; 00:10:18,510\r\nOur footprint is just over\r\n\r\n364\r\n00:10:18,510 --&gt; 00:10:20,220\r\n1200 stores and we focus on\r\n\r\n365\r\n00:10:20,220 --&gt; 00:10:22,450\r\nfashion home wear, and sportswear\r\n\r\n366\r\n00:10:22,530 --&gt; 00:10:24,960\r\nand sporting goods. And cutting\r\n\r\n367\r\n00:10:24,960 --&gt; 00:10:26,270\r\nacross these verticals we also\r\n\r\n368\r\n00:10:26,270 --&gt; 00:10:28,210\r\nhave MRP money, or Mr\r\n\r\n369\r\n00:10:28,210 --&gt; 00:10:29,410\r\nPrice Money which is the\r\n\r\n370\r\n00:10:29,410 --&gt; 00:10:31,160\r\nenabler for credit in the\r\n\r\n371\r\n00:10:31,160 --&gt; 00:10:32,940\r\ngroup as well as insurance\r\n\r\n372\r\n00:10:32,940 --&gt; 00:10:34,300\r\nproducts to protect that credit.\r\n\r\n373\r\n00:10:35,010 --&gt; 00:10:36,850\r\nAnd more recently we have\r\n\r\n374\r\n00:10:36,850 --&gt; 00:10:40,550\r\nlaunched MRP mobile strategy, which\r\n\r\n375\r\n00:10:40,550 --&gt; 00:10:41,840\r\nis MRP cellular, which is\r\n\r\n376\r\n00:10:41,840 --&gt; 00:10:43,770\r\nan immuno strategy on unselling\r\n\r\n377\r\n00:10:43,810 --&gt; 00:10:46,220\r\nof services from some of\r\n\r\n378\r\n00:10:46,220 --&gt; 00:10:47,140\r\nthe top networks in South\r\n\r\n379\r\n00:10:47,140 --&gt; 00:10:48,830\r\nAfrica. And we also have\r\n\r\n380\r\n00:10:48,810 --&gt; 00:10:50,760\r\nour own NBN, which is MIP\r\n\r\n381\r\n00:10:50,760 --&gt; 00:10:53,270\r\nmobile. We've been a Genesys\r\n\r\n382\r\n00:10:53,270 --&gt; 00:10:55,570\r\ncustomer for the past five years through\r\n\r\n383\r\n00:10:55,570 --&gt; 00:10:56,940\r\npeer connect and we have\r\n\r\n384\r\n00:10:57,370 --&gt; 00:10:59,680\r\napproximately 600 agents of which\r\n\r\n385\r\n00:10:59,680 --&gt; 00:11:01,050\r\na large portion of those\r\n\r\n386\r\n00:11:01,050 --&gt; 00:11:02,790\r\nare outbound sales agents and\r\n\r\n387\r\n00:11:02,910 --&gt; 00:11:05,630\r\noutbound collections agents and also\r\n\r\n388\r\n00:11:05,630 --&gt; 00:11:07,250\r\na large inbound component that\r\n\r\n389\r\n00:11:07,250 --&gt; 00:11:08,410\r\nlooks after eCommerce for the\r\n\r\n390\r\n00:11:08,410 --&gt; 00:11:09,960\r\ngroup as well as customer\r\n\r\n391\r\n00:11:09,960 --&gt; 00:11:11,530\r\ncare for the store footprint.\r\n\r\n392\r\n00:11:12,060 --&gt; 00:11:13,060\r\nSo yeah, very excited to\r\n\r\n393\r\n00:11:13,060 --&gt; 00:11:14,660\r\nbe discussing these topics that are\r\n\r\n394\r\n00:11:14,810 --&gt; 00:11:16,090\r\nvery topical and I hope\r\n\r\n395\r\n00:11:16,090 --&gt; 00:11:17,210\r\nwe can shed some lights on some\r\n\r\n396\r\n00:11:17,210 --&gt; 00:11:18,650\r\nof the consents, looking forward to it.\r\n\r\n397\r\n00:11:18,800 --&gt; 00:11:21,110\r\nThank you. Thank you so\r\n\r\n398\r\n00:11:21,110 --&gt; 00:11:22,840\r\nmuch Colin. By the way,\r\n\r\n399\r\n00:11:22,840 --&gt; 00:11:23,990\r\nit's pretty late for you out\r\n\r\n400\r\n00:11:24,400 --&gt; 00:11:25,440\r\nthere in South Africa. So we\r\n\r\n401\r\n00:11:25,740 --&gt; 00:11:27,530\r\ndo appreciate very much joining\r\n\r\n402\r\n00:11:27,530 --&gt; 00:11:29,110\r\nus today. That's my pleasure.\r\n\r\n403\r\n00:11:32,060 --&gt; 00:11:34,640\r\nSorry for the mix up Paul. Now, I'll\r\n\r\n404\r\n00:11:34,640 --&gt; 00:11:35,640\r\nlet you introduce. So Paul\r\n\r\n405\r\n00:11:35,640 --&gt; 00:11:37,010\r\nBordeaux again, vice president of\r\n\r\n406\r\n00:11:37,240 --&gt; 00:11:40,590\r\ninformation technology for eFinancial. Paul. Awesome.\r\n\r\n407\r\n00:11:40,700 --&gt; 00:11:42,350\r\nThank you very much. As\r\n\r\n408\r\n00:11:42,360 --&gt; 00:11:43,200\r\nmentioned, my name is Paul\r\n\r\n409\r\n00:11:43,200 --&gt; 00:11:44,620\r\nBordeaux and I'm the VP\r\n\r\n410\r\n00:11:44,620 --&gt; 00:11:47,430\r\nof IT at eFinancial. And eFinancial is actually a\r\n\r\n411\r\n00:11:47,430 --&gt; 00:11:49,360\r\ndirect consumer life insurance company.\r\n\r\n412\r\n00:11:49,660 --&gt; 00:11:50,960\r\nThat's all call center based.\r\n\r\n413\r\n00:11:50,960 --&gt; 00:11:52,270\r\nWe started about 20 years\r\n\r\n414\r\n00:11:52,270 --&gt; 00:11:53,980\r\nago and since then we've\r\n\r\n415\r\n00:11:53,980 --&gt; 00:11:54,810\r\ngrown to become one of\r\n\r\n416\r\n00:11:54,810 --&gt; 00:11:56,570\r\nthe largest director life insurance\r\n\r\n417\r\n00:11:56,570 --&gt; 00:11:58,250\r\nagencies in the United States.\r\n\r\n418\r\n00:11:58,800 --&gt; 00:11:59,640\r\nAs an example of our\r\n\r\n419\r\n00:11:59,640 --&gt; 00:12:01,290\r\nvolume, we did right over $\r\n\r\n420\r\n00:12:01,290 --&gt; 00:12:03,800\r\n11 billion in life insurance\r\n\r\n421\r\n00:12:03,800 --&gt; 00:12:06,970\r\ncoverage in 2017 alone. Our\r\n\r\n422\r\n00:12:06,970 --&gt; 00:12:09,040\r\nstaffing model looks similar to\r\n\r\n423\r\n00:12:10,070 --&gt; 00:12:12,100\r\nMr Price their staffing model.\r\n\r\n424\r\n00:12:12,140 --&gt; 00:12:13,250\r\nWe have about 400 call\r\n\r\n425\r\n00:12:13,250 --&gt; 00:12:15,450\r\ncenter agents that serves both\r\n\r\n426\r\n00:12:15,450 --&gt; 00:12:17,320\r\nsales agents, transfer agents, customer\r\n\r\n427\r\n00:12:17,320 --&gt; 00:12:18,490\r\ncare reps, and as well\r\n\r\n428\r\n00:12:18,490 --&gt; 00:12:20,030\r\nas independent agents spread across\r\n\r\n429\r\n00:12:20,030 --&gt; 00:12:21,900\r\nthe country. We're licensed in\r\n\r\n430\r\n00:12:21,900 --&gt; 00:12:23,630\r\nall 50 States district of\r\n\r\n431\r\n00:12:23,630 --&gt; 00:12:25,360\r\nColumbia, but our main call\r\n\r\n432\r\n00:12:25,360 --&gt; 00:12:27,000\r\ncenters are in three locations.\r\n\r\n433\r\n00:12:27,170 --&gt; 00:12:28,100\r\nWe have one in Bellevue,\r\n\r\n434\r\n00:12:28,100 --&gt; 00:12:29,790\r\nWashington, which is our headquarters.\r\n\r\n435\r\n00:12:30,120 --&gt; 00:12:31,190\r\nWe have one in Chicago,\r\n\r\n436\r\n00:12:31,190 --&gt; 00:12:32,680\r\nIllinois, and we have a\r\n\r\n437\r\n00:12:32,680 --&gt; 00:12:33,690\r\nnew one that just opened\r\n\r\n438\r\n00:12:33,690 --&gt; 00:12:34,680\r\nup this year in Tempe,\r\n\r\n439\r\n00:12:34,680 --&gt; 00:12:36,160\r\nArizona sort of spread across\r\n\r\n440\r\n00:12:36,160 --&gt; 00:12:38,340\r\nthe United States. I'm Colin,\r\n\r\n441\r\n00:12:38,340 --&gt; 00:12:39,470\r\nI'm excited to be here\r\n\r\n442\r\n00:12:39,470 --&gt; 00:12:40,570\r\nand I'm looking forward to this webinar.\r\n\r\n443\r\n00:12:40,790 --&gt; 00:12:46,420\r\nWelcome. So to get us\r\n\r\n444\r\n00:12:46,420 --&gt; 00:12:48,020\r\nstarted with this conversation, I\r\n\r\n445\r\n00:12:48,020 --&gt; 00:12:48,990\r\nwould first like to ask\r\n\r\n446\r\n00:12:49,260 --&gt; 00:12:50,850\r\nSheila to give us her analyst\r\n\r\n447\r\n00:12:51,180 --&gt; 00:12:52,350\r\nperspective on the current state\r\n\r\n448\r\n00:12:52,350 --&gt; 00:12:53,950\r\nof customer experience and the\r\n\r\n449\r\n00:12:53,950 --&gt; 00:12:55,500\r\nimpact that COVID-19 is having\r\n\r\n450\r\n00:12:55,500 --&gt; 00:12:58,740\r\nin the contact center space. Sheila. Thank\r\n\r\n451\r\n00:12:59,030 --&gt; 00:13:00,830\r\nyou. The slide that you\r\n\r\n452\r\n00:13:00,830 --&gt; 00:13:04,070\r\nsee here talks about the\r\n\r\n453\r\n00:13:04,070 --&gt; 00:13:06,240\r\nNew Hampshire emergency order number\r\n\r\n454\r\n00:13:06,240 --&gt; 00:13:08,410\r\n17, that was issued by\r\n\r\n455\r\n00:13:08,410 --&gt; 00:13:12,880\r\nour governor Sununu back early\r\n\r\n456\r\n00:13:12,880 --&gt; 00:13:16,840\r\nin March. And slides are\r\n\r\n457\r\n00:13:16,840 --&gt; 00:13:19,580\r\njust going crazy. Huh? Let's\r\n\r\n458\r\n00:13:19,580 --&gt; 00:13:22,000\r\ntry and get back on\r\n\r\n459\r\n00:13:22,000 --&gt; 00:13:24,230\r\nthe right slide. Okay. And\r\n\r\n460\r\n00:13:24,230 --&gt; 00:13:28,470\r\nwhat it shows is that\r\n\r\n461\r\n00:13:29,550 --&gt; 00:13:31,200\r\nas it highlights is people\r\n\r\n462\r\n00:13:31,200 --&gt; 00:13:33,730\r\nin information technology, people like\r\n\r\n463\r\n00:13:33,790 --&gt; 00:13:35,670\r\nColin and Paul, people who\r\n\r\n464\r\n00:13:35,670 --&gt; 00:13:37,940\r\nwork in call centers are\r\n\r\n465\r\n00:13:37,940 --&gt; 00:13:40,340\r\npart of essential services. So\r\n\r\n466\r\n00:13:40,340 --&gt; 00:13:42,660\r\nas countries and States have\r\n\r\n467\r\n00:13:42,660 --&gt; 00:13:44,260\r\nput out orders that say,\r\n\r\n468\r\n00:13:44,480 --&gt; 00:13:46,970\r\neverybody stayed home except essential\r\n\r\n469\r\n00:13:46,970 --&gt; 00:13:50,010\r\nworkers, right. Very often those\r\n\r\n470\r\n00:13:50,010 --&gt; 00:13:51,500\r\nessential workers work in government\r\n\r\n471\r\n00:13:51,500 --&gt; 00:13:55,950\r\nlocations and hospitals and they\r\n\r\n472\r\n00:13:55,950 --&gt; 00:13:58,170\r\nare continuing to be important\r\n\r\n473\r\n00:13:58,400 --&gt; 00:14:01,580\r\nto the ongoing pace of\r\n\r\n474\r\n00:14:01,580 --&gt; 00:14:03,650\r\nkeeping people alive and well\r\n\r\n475\r\n00:14:03,900 --&gt; 00:14:05,540\r\nas Barbara talked about. Right?\r\n\r\n476\r\n00:14:06,070 --&gt; 00:14:07,890\r\nAnd so it gives us\r\n\r\n477\r\n00:14:07,890 --&gt; 00:14:09,030\r\npause those of us in\r\n\r\n478\r\n00:14:09,030 --&gt; 00:14:11,210\r\nthe contact center space to understand\r\n\r\n479\r\n00:14:11,210 --&gt; 00:14:13,050\r\nhow important we are to\r\n\r\n480\r\n00:14:13,050 --&gt; 00:14:15,480\r\nkeeping business going, to keeping\r\n\r\n481\r\n00:14:15,480 --&gt; 00:14:17,540\r\nlives going. And again, as\r\n\r\n482\r\n00:14:17,540 --&gt; 00:14:20,270\r\nBarbara pointed out with everything\r\n\r\n483\r\n00:14:20,270 --&gt; 00:14:21,210\r\nthat we need just to\r\n\r\n484\r\n00:14:21,210 --&gt; 00:14:23,190\r\nsubsist one doesn't want to\r\n\r\n485\r\n00:14:23,190 --&gt; 00:14:24,640\r\nbe overly dramatic, but we're\r\n\r\n486\r\n00:14:24,640 --&gt; 00:14:26,650\r\npart of a process that's\r\n\r\n487\r\n00:14:26,650 --&gt; 00:14:39,560\r\nreally quite important. Okay. You want me to move their slide? Share over there.\r\n\r\n488\r\n00:14:42,400 --&gt; 00:14:44,320\r\nMaybe from now on, you\r\n\r\n489\r\n00:14:44,320 --&gt; 00:14:45,360\r\ncan move my slides for\r\n\r\n490\r\n00:14:45,360 --&gt; 00:14:46,440\r\nme. Thank you very much.\r\n\r\n491\r\n00:14:46,700 --&gt; 00:14:48,390\r\nSo one of the things\r\n\r\n492\r\n00:14:48,390 --&gt; 00:14:49,450\r\nthat I want to talk about is\r\n\r\n493\r\n00:14:49,450 --&gt; 00:14:50,260\r\nsort of what did the\r\n\r\n494\r\n00:14:50,260 --&gt; 00:14:52,940\r\nworld look right before the\r\n\r\n495\r\n00:14:55,240 --&gt; 00:14:58,410\r\nCOVID pandemic became real. And\r\n\r\n496\r\n00:14:58,410 --&gt; 00:14:59,710\r\ninteresting that we have the\r\n\r\n497\r\n00:14:59,710 --&gt; 00:15:01,260\r\ngentlemen on from South Africa\r\n\r\n498\r\n00:15:01,460 --&gt; 00:15:02,930\r\nbecause the data that I'm\r\n\r\n499\r\n00:15:02,930 --&gt; 00:15:04,640\r\nshowing here is from a\r\n\r\n500\r\n00:15:04,640 --&gt; 00:15:06,860\r\ncompany called NTT. And it\r\n\r\n501\r\n00:15:06,860 --&gt; 00:15:09,110\r\nis part of a global\r\n\r\n502\r\n00:15:09,200 --&gt; 00:15:12,610\r\nbenchmarking report that NTT has\r\n\r\n503\r\n00:15:12,610 --&gt; 00:15:14,590\r\nbeen gathering for 22 years\r\n\r\n504\r\n00:15:14,590 --&gt; 00:15:16,070\r\nnow. And that the group\r\n\r\n505\r\n00:15:16,070 --&gt; 00:15:17,200\r\nthat runs that is actually\r\n\r\n506\r\n00:15:17,200 --&gt; 00:15:19,780\r\nout of South Africa and\r\n\r\n507\r\n00:15:19,780 --&gt; 00:15:21,560\r\nI've visited them down there.\r\n\r\n508\r\n00:15:21,770 --&gt; 00:15:23,410\r\nAnd he's nodding because it's\r\n\r\n509\r\n00:15:23,410 --&gt; 00:15:25,360\r\nan important piece of research\r\n\r\n510\r\n00:15:25,670 --&gt; 00:15:26,770\r\nthat a lot of us\r\n\r\n511\r\n00:15:26,810 --&gt; 00:15:28,590\r\nin the context center look\r\n\r\n512\r\n00:15:28,590 --&gt; 00:15:29,930\r\nforward to seeing that new\r\n\r\n513\r\n00:15:29,930 --&gt; 00:15:32,500\r\ndata every year. So moving\r\n\r\n514\r\n00:15:32,500 --&gt; 00:15:37,040\r\ninto 2020 companies, some 600\r\n\r\n515\r\n00:15:37,040 --&gt; 00:15:38,010\r\nof them responded to this\r\n\r\n516\r\n00:15:38,010 --&gt; 00:15:41,020\r\nquestion or asked what strategies\r\n\r\n517\r\n00:15:41,020 --&gt; 00:15:43,130\r\nare being used to meet\r\n\r\n518\r\n00:15:43,380 --&gt; 00:15:48,030\r\nthe evolving workforce demands. And\r\n\r\n519\r\n00:15:48,030 --&gt; 00:15:50,350\r\nyou'll see flexible hours were\r\n\r\n520\r\n00:15:50,350 --&gt; 00:15:52,960\r\nimportant. Remote working was important.\r\n\r\n521\r\n00:15:53,830 --&gt; 00:15:55,430\r\nBut probably further down the\r\n\r\n522\r\n00:15:55,430 --&gt; 00:15:57,710\r\nlist, something like wellness, which\r\n\r\n523\r\n00:15:57,710 --&gt; 00:15:58,810\r\nI've highlighted there with an\r\n\r\n524\r\n00:15:58,810 --&gt; 00:16:03,510\r\narrow or training, new approaches\r\n\r\n525\r\n00:16:03,510 --&gt; 00:16:05,230\r\nfor training. And so as\r\n\r\n526\r\n00:16:05,230 --&gt; 00:16:07,880\r\nwe now sit six weeks\r\n\r\n527\r\n00:16:07,880 --&gt; 00:16:10,280\r\ninto this global crisis with\r\n\r\n528\r\n00:16:10,440 --&gt; 00:16:12,280\r\nso many agents now working\r\n\r\n529\r\n00:16:12,280 --&gt; 00:16:14,910\r\nfrom home, I look at\r\n\r\n530\r\n00:16:14,960 --&gt; 00:16:16,260\r\nstatistics like this and I\r\n\r\n531\r\n00:16:16,260 --&gt; 00:16:18,270\r\nthink people like Paul and\r\n\r\n532\r\n00:16:18,270 --&gt; 00:16:20,350\r\nColin have new challenges, how\r\n\r\n533\r\n00:16:20,350 --&gt; 00:16:22,440\r\ndo we handle wellness when\r\n\r\n534\r\n00:16:22,440 --&gt; 00:16:23,610\r\nso many of our agents\r\n\r\n535\r\n00:16:23,610 --&gt; 00:16:25,330\r\nare working from home? How\r\n\r\n536\r\n00:16:25,330 --&gt; 00:16:27,270\r\ndo we reevaluate how we\r\n\r\n537\r\n00:16:27,270 --&gt; 00:16:29,520\r\ntrain when so many agents\r\n\r\n538\r\n00:16:29,520 --&gt; 00:16:31,120\r\nare working from home? And\r\n\r\n539\r\n00:16:31,130 --&gt; 00:16:33,020\r\nso things that perhaps were\r\n\r\n540\r\n00:16:33,020 --&gt; 00:16:34,960\r\nnot as high a priority\r\n\r\n541\r\n00:16:35,210 --&gt; 00:16:37,440\r\njust two months ago, raising\r\n\r\n542\r\n00:16:37,700 --&gt; 00:16:43,260\r\ninsignificance. And then next slide,\r\n\r\n543\r\n00:16:43,720 --&gt; 00:16:45,500\r\nplease, since I seem to\r\n\r\n544\r\n00:16:45,500 --&gt; 00:16:48,850\r\nbe challenged. I went to\r\n\r\n545\r\n00:16:48,850 --&gt; 00:16:50,180\r\na business school in Chicago\r\n\r\n546\r\n00:16:52,220 --&gt; 00:16:55,410\r\nat Kellogg. And there's been\r\n\r\n547\r\n00:16:55,410 --&gt; 00:16:59,150\r\nongoing communications from Kellogg, which\r\n\r\n548\r\n00:16:59,150 --&gt; 00:17:01,820\r\nhas in its alumni base\r\n\r\n549\r\n00:17:01,820 --&gt; 00:17:03,690\r\na lot of corporate leaders.\r\n\r\n550\r\n00:17:04,120 --&gt; 00:17:04,980\r\nAnd what they've been doing\r\n\r\n551\r\n00:17:04,980 --&gt; 00:17:06,960\r\nis providing information to be\r\n\r\n552\r\n00:17:06,970 --&gt; 00:17:09,210\r\nhelpful to those leaders as\r\n\r\n553\r\n00:17:09,240 --&gt; 00:17:11,010\r\nthey go through this crisis.\r\n\r\n554\r\n00:17:11,560 --&gt; 00:17:14,870\r\nSo one particular session caught\r\n\r\n555\r\n00:17:14,870 --&gt; 00:17:16,090\r\nmy eye and it was\r\n\r\n556\r\n00:17:16,090 --&gt; 00:17:18,660\r\nby Harry kraemer, who is\r\n\r\n557\r\n00:17:18,660 --&gt; 00:17:20,890\r\na professor of leadership at\r\n\r\n558\r\n00:17:21,440 --&gt; 00:17:23,340\r\nThe Kellogg School at Northwestern\r\n\r\n559\r\n00:17:23,340 --&gt; 00:17:26,610\r\nuniversity. And prior to being\r\n\r\n560\r\n00:17:26,980 --&gt; 00:17:28,680\r\na professor, he was the\r\n\r\n561\r\n00:17:28,680 --&gt; 00:17:31,700\r\nCEO of Baxter International, a\r\n\r\n562\r\n00:17:31,700 --&gt; 00:17:35,010\r\nmajor medical supply company here\r\n\r\n563\r\n00:17:35,010 --&gt; 00:17:36,780\r\nin the United States. And\r\n\r\n564\r\n00:17:36,780 --&gt; 00:17:38,960\r\nthe statement that he made\r\n\r\n565\r\n00:17:38,960 --&gt; 00:17:42,270\r\nthat really rang so true\r\n\r\n566\r\n00:17:42,270 --&gt; 00:17:44,000\r\nfor me was the need\r\n\r\n567\r\n00:17:44,070 --&gt; 00:17:47,130\r\nfor a coronavirus war room.\r\n\r\n568\r\n00:17:48,210 --&gt; 00:17:49,260\r\nAnd it struck for a\r\n\r\n569\r\n00:17:49,260 --&gt; 00:17:50,680\r\ncouple of reasons. One is\r\n\r\n570\r\n00:17:51,100 --&gt; 00:17:52,490\r\nI was early in my\r\n\r\n571\r\n00:17:52,490 --&gt; 00:17:55,070\r\ncareer at AT&amp; T, when\r\n\r\n572\r\n00:17:55,070 --&gt; 00:17:56,590\r\nAT&amp; T was going through\r\n\r\n573\r\n00:17:56,590 --&gt; 00:17:58,360\r\ndivestiture. So I was at\r\n\r\n574\r\n00:17:58,360 --&gt; 00:18:00,400\r\ncorporate headquarters in Basking Ridge,\r\n\r\n575\r\n00:18:00,400 --&gt; 00:18:02,330\r\nNew Jersey, and we had\r\n\r\n576\r\n00:18:02,330 --&gt; 00:18:03,900\r\na war room. And I\r\n\r\n577\r\n00:18:03,900 --&gt; 00:18:04,870\r\nwas part of that war\r\n\r\n578\r\n00:18:04,870 --&gt; 00:18:06,010\r\nroom because I was in\r\n\r\n579\r\n00:18:06,010 --&gt; 00:18:07,740\r\nmarket research. And there were\r\n\r\n580\r\n00:18:07,740 --&gt; 00:18:10,470\r\nlots of issues that smack\r\n\r\n581\r\n00:18:10,800 --&gt; 00:18:12,710\r\nof market research, data that\r\n\r\n582\r\n00:18:12,710 --&gt; 00:18:15,040\r\nwas required by that group,\r\n\r\n583\r\n00:18:15,040 --&gt; 00:18:16,190\r\nworking in the war room,\r\n\r\n584\r\n00:18:16,340 --&gt; 00:18:18,600\r\nwhen how do we break\r\n\r\n585\r\n00:18:18,610 --&gt; 00:18:20,690\r\nup the bell system? And\r\n\r\n586\r\n00:18:20,690 --&gt; 00:18:21,760\r\nso this notion of a\r\n\r\n587\r\n00:18:21,760 --&gt; 00:18:24,500\r\ncoronavirus war room really struck\r\n\r\n588\r\n00:18:24,500 --&gt; 00:18:28,050\r\nme in that his comment,\r\n\r\n589\r\n00:18:28,680 --&gt; 00:18:31,010\r\nKraemer's comment that no leader,\r\n\r\n590\r\n00:18:31,570 --&gt; 00:18:32,880\r\nif they're honest, is bright\r\n\r\n591\r\n00:18:32,880 --&gt; 00:18:35,100\r\nenough to figure out everything\r\n\r\n592\r\n00:18:35,100 --&gt; 00:18:36,720\r\non their own. That they\r\n\r\n593\r\n00:18:36,730 --&gt; 00:18:39,950\r\nshould have the data input\r\n\r\n594\r\n00:18:40,450 --&gt; 00:18:41,910\r\nand the knowledge and the\r\n\r\n595\r\n00:18:41,910 --&gt; 00:18:44,280\r\nwisdom of people from all\r\n\r\n596\r\n00:18:44,280 --&gt; 00:18:46,240\r\nover the business. And so\r\n\r\n597\r\n00:18:46,240 --&gt; 00:18:46,810\r\nI thought it was a\r\n\r\n598\r\n00:18:46,810 --&gt; 00:18:48,300\r\ngreat insight and one worth\r\n\r\n599\r\n00:18:48,300 --&gt; 00:18:51,230\r\nsharing on this webinar for\r\n\r\n600\r\n00:18:51,230 --&gt; 00:18:54,330\r\nall involved. Next slide please.\r\n\r\n601\r\n00:18:56,570 --&gt; 00:18:57,970\r\nSo I'm taking us back\r\n\r\n602\r\n00:18:57,970 --&gt; 00:19:00,720\r\nto the NTT customer experience\r\n\r\n603\r\n00:19:00,720 --&gt; 00:19:03,380\r\nbenchmarking study again. And this\r\n\r\n604\r\n00:19:03,380 --&gt; 00:19:04,280\r\nis a question that was\r\n\r\n605\r\n00:19:04,280 --&gt; 00:19:06,310\r\nanswered again by about 600 of\r\n\r\n606\r\n00:19:06,430 --&gt; 00:19:08,800\r\nthe respondents. And know that\r\n\r\n607\r\n00:19:08,800 --&gt; 00:19:10,470\r\nthis study is a global\r\n\r\n608\r\n00:19:10,470 --&gt; 00:19:11,780\r\nstudy. And so they get\r\n\r\n609\r\n00:19:11,780 --&gt; 00:19:14,370\r\nrepresentation from North America, South\r\n\r\n610\r\n00:19:14,370 --&gt; 00:19:17,860\r\nAmerica, Asia, Europe. And so\r\n\r\n611\r\n00:19:17,860 --&gt; 00:19:18,890\r\nfor all of you who\r\n\r\n612\r\n00:19:18,890 --&gt; 00:19:20,410\r\nare listening here today, this\r\n\r\n613\r\n00:19:20,410 --&gt; 00:19:21,950\r\nis relevant data for all\r\n\r\n614\r\n00:19:21,950 --&gt; 00:19:24,090\r\nof us. So the question\r\n\r\n615\r\n00:19:24,090 --&gt; 00:19:25,470\r\nthat was asked again, pre-\r\n\r\n616\r\n00:19:25,470 --&gt; 00:19:26,870\r\nCOVID is one of the\r\n\r\n617\r\n00:19:26,870 --&gt; 00:19:30,620\r\ntop technology priorities for customer\r\n\r\n618\r\n00:19:30,620 --&gt; 00:19:33,710\r\nexperience? And data and analytics,\r\n\r\n619\r\n00:19:33,710 --&gt; 00:19:35,160\r\nas you can see, has\r\n\r\n620\r\n00:19:35,160 --&gt; 00:19:37,660\r\nbeen seen as important by\r\n\r\n621\r\n00:19:37,660 --&gt; 00:19:39,780\r\ncustomer experience professionals for the\r\n\r\n622\r\n00:19:39,780 --&gt; 00:19:41,940\r\nlast three years running, right.\r\n\r\n623\r\n00:19:42,670 --&gt; 00:19:46,960\r\nAnd digital transformation, supplying better\r\n\r\n624\r\n00:19:46,960 --&gt; 00:19:49,490\r\ndigital customer experience, meeting the\r\n\r\n625\r\n00:19:49,750 --&gt; 00:19:52,420\r\ndemands of consumers who want\r\n\r\n626\r\n00:19:52,710 --&gt; 00:19:55,230\r\nbetter digital options from the\r\n\r\n627\r\n00:19:55,230 --&gt; 00:19:57,040\r\norganizations and the companies that\r\n\r\n628\r\n00:19:57,040 --&gt; 00:19:58,330\r\nthey work with. These have\r\n\r\n629\r\n00:19:58,330 --&gt; 00:20:00,700\r\nbeen key initiatives for the\r\n\r\n630\r\n00:20:00,700 --&gt; 00:20:01,990\r\nlast two or three years.\r\n\r\n631\r\n00:20:02,820 --&gt; 00:20:04,280\r\nBut again, what I've highlighted\r\n\r\n632\r\n00:20:04,280 --&gt; 00:20:06,630\r\nhere are things that may\r\n\r\n633\r\n00:20:06,630 --&gt; 00:20:08,160\r\nbe lower on the list\r\n\r\n634\r\n00:20:08,520 --&gt; 00:20:11,090\r\nlike cloud solutions or the\r\n\r\n635\r\n00:20:11,090 --&gt; 00:20:15,460\r\npersonalization of services, because in\r\n\r\n636\r\n00:20:15,460 --&gt; 00:20:17,790\r\na post- COVID world, I\r\n\r\n637\r\n00:20:17,790 --&gt; 00:20:19,590\r\nthink they're rising in importance.\r\n\r\n638\r\n00:20:19,840 --&gt; 00:20:20,490\r\nAnd if we were to\r\n\r\n639\r\n00:20:20,490 --&gt; 00:20:23,140\r\nretake this survey right now,\r\n\r\n640\r\n00:20:23,340 --&gt; 00:20:25,010\r\nI think cloud would rise\r\n\r\n641\r\n00:20:25,010 --&gt; 00:20:26,230\r\nway to the top of\r\n\r\n642\r\n00:20:26,230 --&gt; 00:20:28,670\r\nthis. Because companies that I\r\n\r\n643\r\n00:20:28,670 --&gt; 00:20:30,970\r\nwork with, that you work\r\n\r\n644\r\n00:20:30,970 --&gt; 00:20:33,740\r\nwith at Genesys are finding that\r\n\r\n645\r\n00:20:34,370 --&gt; 00:20:36,150\r\nif they were sitting with contact\r\n\r\n646\r\n00:20:36,750 --&gt; 00:20:39,620\r\ncenter agents in premises locations\r\n\r\n647\r\n00:20:39,890 --&gt; 00:20:42,770\r\nwith premises based systems, that\r\n\r\n648\r\n00:20:42,790 --&gt; 00:20:44,950\r\nit was often more difficult\r\n\r\n649\r\n00:20:45,440 --&gt; 00:20:47,870\r\nto send those agents home\r\n\r\n650\r\n00:20:47,870 --&gt; 00:20:49,680\r\nand be able to answer\r\n\r\n651\r\n00:20:49,860 --&gt; 00:20:52,670\r\nthat increased volume that's happening\r\n\r\n652\r\n00:20:52,670 --&gt; 00:20:55,110\r\nin so many industries, right?\r\n\r\n653\r\n00:20:55,300 --&gt; 00:20:57,460\r\nThose with cloud solutions there\r\n\r\n654\r\n00:20:57,460 --&gt; 00:20:59,150\r\nwere still challenges. There were\r\n\r\n655\r\n00:20:59,150 --&gt; 00:21:02,180\r\nstill challenges with bandwidth, with\r\n\r\n656\r\n00:21:02,370 --&gt; 00:21:05,070\r\nwhether agents had laptops, equipping\r\n\r\n657\r\n00:21:05,070 --&gt; 00:21:07,140\r\nthem with that. But those\r\n\r\n658\r\n00:21:07,650 --&gt; 00:21:13,940\r\nchallenges block less progress than\r\n\r\n659\r\n00:21:14,020 --&gt; 00:21:15,190\r\nhaving to send an agent\r\n\r\n660\r\n00:21:15,190 --&gt; 00:21:17,440\r\nhome with a phone and\r\n\r\n661\r\n00:21:17,560 --&gt; 00:21:20,440\r\na firewall and a server.\r\n\r\n662\r\n00:21:20,710 --&gt; 00:21:21,770\r\nAnd that's what often would\r\n\r\n663\r\n00:21:21,770 --&gt; 00:21:22,880\r\nhappen with a premises based\r\n\r\n664\r\n00:21:22,880 --&gt; 00:21:26,010\r\nsolution. The personalization of services,\r\n\r\n665\r\n00:21:26,380 --&gt; 00:21:28,380\r\nI think it's a topic\r\n\r\n666\r\n00:21:28,380 --&gt; 00:21:31,130\r\nthat Genesys in 2020 is\r\n\r\n667\r\n00:21:31,130 --&gt; 00:21:33,080\r\nputting a bigger focus on,\r\n\r\n668\r\n00:21:33,390 --&gt; 00:21:34,910\r\nand again, was doing that\r\n\r\n669\r\n00:21:34,990 --&gt; 00:21:37,010\r\npre- COVID. I think post-\r\n\r\n670\r\n00:21:37,040 --&gt; 00:21:39,190\r\nCOVID, it becomes more important\r\n\r\n671\r\n00:21:39,530 --&gt; 00:21:41,770\r\nbecause as Barbara talked about,\r\n\r\n672\r\n00:21:42,050 --&gt; 00:21:44,130\r\nwe need to be providing\r\n\r\n673\r\n00:21:44,230 --&gt; 00:21:47,280\r\nempathy even more than ever.\r\n\r\n674\r\n00:21:47,470 --&gt; 00:21:48,430\r\nWhen people get on the\r\n\r\n675\r\n00:21:48,430 --&gt; 00:21:50,190\r\nphone, we have to be\r\n\r\n676\r\n00:21:50,190 --&gt; 00:21:52,000\r\nable to ask them how\r\n\r\n677\r\n00:21:52,000 --&gt; 00:21:53,650\r\nthey're doing. We need the\r\n\r\n678\r\n00:21:53,650 --&gt; 00:21:56,020\r\nextra time. We need agents\r\n\r\n679\r\n00:21:56,020 --&gt; 00:21:58,600\r\nwho are trained to know\r\n\r\n680\r\n00:21:58,600 --&gt; 00:21:59,890\r\nthat. We need agents who\r\n\r\n681\r\n00:21:59,890 --&gt; 00:22:03,380\r\naren't being held to performance\r\n\r\n682\r\n00:22:03,380 --&gt; 00:22:07,130\r\nstandards about key performance indicators\r\n\r\n683\r\n00:22:07,370 --&gt; 00:22:08,960\r\nthat are perhaps less important\r\n\r\n684\r\n00:22:08,960 --&gt; 00:22:10,890\r\nnow. So I think that personalization of\r\n\r\n685\r\n00:22:10,890 --&gt; 00:22:12,360\r\nservices is another one of\r\n\r\n686\r\n00:22:12,370 --&gt; 00:22:14,830\r\nthose things where it's rising\r\n\r\n687\r\n00:22:14,830 --&gt; 00:22:16,510\r\nin importance, but we also\r\n\r\n688\r\n00:22:16,510 --&gt; 00:22:17,760\r\nneed the systems in place\r\n\r\n689\r\n00:22:17,760 --&gt; 00:22:18,750\r\nthat are going to allow\r\n\r\n690\r\n00:22:18,750 --&gt; 00:22:21,180\r\nthat to happen. So it's\r\n\r\n691\r\n00:22:21,180 --&gt; 00:22:22,370\r\ninteresting to take a look\r\n\r\n692\r\n00:22:22,370 --&gt; 00:22:23,220\r\nat what was happening right\r\n\r\n693\r\n00:22:23,220 --&gt; 00:22:25,380\r\nbefore, but also to understand\r\n\r\n694\r\n00:22:25,380 --&gt; 00:22:27,160\r\nthe impact that this has\r\n\r\n695\r\n00:22:27,160 --&gt; 00:22:28,850\r\nhad on how we all\r\n\r\n696\r\n00:22:28,850 --&gt; 00:22:30,170\r\ndeliver service. And I'm going\r\n\r\n697\r\n00:22:31,050 --&gt; 00:22:31,840\r\nto turn it back to\r\n\r\n698\r\n00:22:31,840 --&gt; 00:22:34,170\r\nBarbara now. Thank you, Sheila.\r\n\r\n699\r\n00:22:34,730 --&gt; 00:22:36,820\r\nAnd I think that definitely the\r\n\r\n700\r\n00:22:37,610 --&gt; 00:22:38,850\r\ninsights that you provided us\r\n\r\n701\r\n00:22:38,850 --&gt; 00:22:40,940\r\nare right on point. I\r\n\r\n702\r\n00:22:40,940 --&gt; 00:22:41,680\r\nwant to go back to\r\n\r\n703\r\n00:22:41,680 --&gt; 00:22:43,490\r\nsome of this key elements,\r\n\r\n704\r\n00:22:43,490 --&gt; 00:22:44,610\r\nbut first to your point,\r\n\r\n705\r\n00:22:44,900 --&gt; 00:22:46,480\r\nlet's take maybe one step\r\n\r\n706\r\n00:22:46,480 --&gt; 00:22:47,650\r\nback and to level set\r\n\r\n707\r\n00:22:47,650 --&gt; 00:22:49,640\r\nand provide context. To start\r\n\r\n708\r\n00:22:49,640 --&gt; 00:22:50,540\r\nour Q&amp; A session I\r\n\r\n709\r\n00:22:50,540 --&gt; 00:22:51,860\r\nwould like to go to\r\n\r\n710\r\n00:22:51,860 --&gt; 00:22:54,010\r\nboth Paul and Colin, and maybe\r\n\r\n711\r\n00:22:54,010 --&gt; 00:22:55,180\r\nPaul I'll start with you,\r\n\r\n712\r\n00:22:55,600 --&gt; 00:22:56,530\r\nand then Colin can provide\r\n\r\n713\r\n00:22:56,530 --&gt; 00:22:58,100\r\nsome additional input. But the\r\n\r\n714\r\n00:22:58,100 --&gt; 00:22:59,690\r\nfirst question would be, can\r\n\r\n715\r\n00:22:59,690 --&gt; 00:23:01,190\r\nyou give our audience the\r\n\r\n716\r\n00:23:01,190 --&gt; 00:23:03,010\r\nfirsthand account of the main\r\n\r\n717\r\n00:23:03,240 --&gt; 00:23:04,630\r\nchanges that your agents have\r\n\r\n718\r\n00:23:04,630 --&gt; 00:23:06,300\r\nexperienced due to this crisis?\r\n\r\n719\r\n00:23:06,360 --&gt; 00:23:07,390\r\nI mean, are they all\r\n\r\n720\r\n00:23:07,390 --&gt; 00:23:09,070\r\nworking from home? How was the\r\n\r\n721\r\n00:23:09,140 --&gt; 00:23:11,230\r\ntransition and how are supervisors\r\n\r\n722\r\n00:23:11,290 --&gt; 00:23:12,710\r\nadapting to it? Paul, let's\r\n\r\n723\r\n00:23:12,710 --&gt; 00:23:14,710\r\nstart with you. Yeah, definitely.\r\n\r\n724\r\n00:23:15,230 --&gt; 00:23:17,890\r\nSo despite some slight differences\r\n\r\n725\r\n00:23:17,890 --&gt; 00:23:19,500\r\nin state government guidelines for\r\n\r\n726\r\n00:23:19,500 --&gt; 00:23:21,830\r\nCOVID response, eFinancial chose to\r\n\r\n727\r\n00:23:21,830 --&gt; 00:23:23,190\r\nenable working from home for\r\n\r\n728\r\n00:23:23,190 --&gt; 00:23:24,590\r\nall of our agents and employees\r\n\r\n729\r\n00:23:24,650 --&gt; 00:23:25,940\r\nat the same time. We\r\n\r\n730\r\n00:23:25,940 --&gt; 00:23:26,960\r\nactually did a full cut\r\n\r\n731\r\n00:23:26,960 --&gt; 00:23:28,630\r\nover to Genesys cloud on\r\n\r\n732\r\n00:23:28,630 --&gt; 00:23:31,080\r\nMarch 27th which turns out\r\n\r\n733\r\n00:23:31,190 --&gt; 00:23:32,130\r\nto be about three weeks\r\n\r\n734\r\n00:23:32,130 --&gt; 00:23:33,540\r\nearlier than we had originally\r\n\r\n735\r\n00:23:33,540 --&gt; 00:23:35,140\r\ndesigned. So it was a little abrupt\r\n\r\n736\r\n00:23:35,140 --&gt; 00:23:36,650\r\nin training, abrupt in that\r\n\r\n737\r\n00:23:36,650 --&gt; 00:23:38,000\r\nday to day coaching piece\r\n\r\n738\r\n00:23:38,300 --&gt; 00:23:39,750\r\nand really abrupt for our\r\n\r\n739\r\n00:23:39,750 --&gt; 00:23:40,840\r\ninternal help desk because they\r\n\r\n740\r\n00:23:40,840 --&gt; 00:23:42,010\r\nkind of scrambled to support\r\n\r\n741\r\n00:23:42,010 --&gt; 00:23:46,250\r\nthat. Right. Colin maybe the\r\n\r\n742\r\n00:23:46,250 --&gt; 00:23:47,790\r\nsame question for you, what was\r\n\r\n743\r\n00:23:48,420 --&gt; 00:23:49,730\r\nthe changes for your agents and\r\n\r\n744\r\n00:23:50,300 --&gt; 00:23:51,330\r\nare they working from home?\r\n\r\n745\r\n00:23:51,330 --&gt; 00:23:52,260\r\nHow are they adapting to\r\n\r\n746\r\n00:23:52,260 --&gt; 00:23:54,810\r\nit? Yes. I think that in\r\n\r\n747\r\n00:23:54,810 --&gt; 00:23:56,450\r\nthe South African context we've\r\n\r\n748\r\n00:23:56,450 --&gt; 00:23:57,450\r\nhad a full shutdown, so\r\n\r\n749\r\n00:23:57,450 --&gt; 00:23:58,810\r\nit's basically, you will stay\r\n\r\n750\r\n00:23:58,810 --&gt; 00:24:00,830\r\ninside your property and only\r\n\r\n751\r\n00:24:00,830 --&gt; 00:24:02,020\r\ngo out for essential services.\r\n\r\n752\r\n00:24:02,020 --&gt; 00:24:03,650\r\nSo it was quite apparent\r\n\r\n753\r\n00:24:03,820 --&gt; 00:24:04,350\r\nto us that this was\r\n\r\n754\r\n00:24:04,350 --&gt; 00:24:05,510\r\ngoing to impact the call center at\r\n\r\n755\r\n00:24:05,510 --&gt; 00:24:07,320\r\nlarge. But also from an\r\n\r\n756\r\n00:24:07,320 --&gt; 00:24:09,920\r\neconomic standpoint, our customers. So\r\n\r\n757\r\n00:24:09,920 --&gt; 00:24:11,840\r\nwe did initiate remote work for\r\n\r\n758\r\n00:24:12,290 --&gt; 00:24:14,370\r\nour customer care agents and\r\n\r\n759\r\n00:24:14,370 --&gt; 00:24:15,940\r\na portion of our collections agents.\r\n\r\n760\r\n00:24:16,990 --&gt; 00:24:18,590\r\nAnd, again, those people servicing\r\n\r\n761\r\n00:24:18,590 --&gt; 00:24:20,860\r\nour insurance portfolio but everything\r\n\r\n762\r\n00:24:20,860 --&gt; 00:24:22,180\r\nto do with outbound selling\r\n\r\n763\r\n00:24:22,380 --&gt; 00:24:23,410\r\ncease to exist, we just\r\n\r\n764\r\n00:24:23,410 --&gt; 00:24:25,420\r\nstopped altogether. I think that\r\n\r\n765\r\n00:24:26,890 --&gt; 00:24:28,290\r\nthe common themes that we\r\n\r\n766\r\n00:24:28,290 --&gt; 00:24:29,760\r\nsaw coming through was people\r\n\r\n767\r\n00:24:29,800 --&gt; 00:24:31,170\r\nreally wanting to know, how do\r\n\r\n768\r\n00:24:31,170 --&gt; 00:24:32,040\r\nI actually pay, how do\r\n\r\n769\r\n00:24:32,040 --&gt; 00:24:33,100\r\nI keep in good standing?\r\n\r\n770\r\n00:24:33,100 --&gt; 00:24:34,500\r\nHow do I get orders\r\n\r\n771\r\n00:24:34,500 --&gt; 00:24:38,110\r\nthat were previously ordered before\r\n\r\n772\r\n00:24:38,110 --&gt; 00:24:40,410\r\nthe lockdown and what might happen to\r\n\r\n773\r\n00:24:40,410 --&gt; 00:24:41,950\r\nthose in the lockdown? So\r\n\r\n774\r\n00:24:42,220 --&gt; 00:24:42,960\r\nwe took the call to\r\n\r\n775\r\n00:24:42,960 --&gt; 00:24:44,460\r\nreally just let the outbound\r\n\r\n776\r\n00:24:44,460 --&gt; 00:24:46,260\r\nagents be purely customer care\r\n\r\n777\r\n00:24:46,260 --&gt; 00:24:49,180\r\nagents. And what's been great\r\n\r\n778\r\n00:24:49,180 --&gt; 00:24:51,090\r\nis that they have actually risen to the\r\n\r\n779\r\n00:24:51,090 --&gt; 00:24:53,080\r\nchallenge. They have been connectivity\r\n\r\n780\r\n00:24:53,080 --&gt; 00:24:54,450\r\nissues because not everybody in\r\n\r\n781\r\n00:24:54,450 --&gt; 00:24:55,500\r\nSouth Africa has access to\r\n\r\n782\r\n00:24:55,500 --&gt; 00:24:57,200\r\nWiFi. So we're all relying on\r\n\r\n783\r\n00:24:57,380 --&gt; 00:25:00,810\r\n3G. But the remote workers, I\r\n\r\n784\r\n00:25:00,810 --&gt; 00:25:01,420\r\nthink a lot of them are actually saying\r\n\r\n785\r\n00:25:01,940 --&gt; 00:25:03,390\r\nthey're more busy than they thought they\r\n\r\n786\r\n00:25:03,390 --&gt; 00:25:04,550\r\nwould be. And there's a\r\n\r\n787\r\n00:25:04,550 --&gt; 00:25:05,620\r\nlot of transparency through the\r\n\r\n788\r\n00:25:05,620 --&gt; 00:25:06,910\r\nGenesys system as well. So\r\n\r\n789\r\n00:25:07,250 --&gt; 00:25:08,260\r\nwe don't need to necessarily\r\n\r\n790\r\n00:25:08,260 --&gt; 00:25:09,210\r\nplease them. They know that\r\n\r\n791\r\n00:25:09,550 --&gt; 00:25:10,730\r\nthey've got presence, they know that\r\n\r\n792\r\n00:25:10,730 --&gt; 00:25:11,590\r\nthey've got the tools that\r\n\r\n793\r\n00:25:11,620 --&gt; 00:25:13,060\r\nthey need. So it's been a\r\n\r\n794\r\n00:25:13,310 --&gt; 00:25:14,420\r\npretty good transition for us.\r\n\r\n795\r\n00:25:15,960 --&gt; 00:25:16,650\r\nAnd I think that that\r\n\r\n796\r\n00:25:16,650 --&gt; 00:25:19,160\r\nspeaks perfectly on the empathy\r\n\r\n797\r\n00:25:19,410 --&gt; 00:25:21,560\r\ntopic because you guys were right\r\n\r\n798\r\n00:25:21,560 --&gt; 00:25:22,960\r\non top of what's really\r\n\r\n799\r\n00:25:22,960 --&gt; 00:25:24,610\r\nin your customer's minds and\r\n\r\n800\r\n00:25:24,870 --&gt; 00:25:26,020\r\nwhat's really important for them right\r\n\r\n801\r\n00:25:26,020 --&gt; 00:25:28,160\r\nnow and adapted to respond\r\n\r\n802\r\n00:25:28,160 --&gt; 00:25:29,580\r\nto that. So that is fabulous.\r\n\r\n803\r\n00:25:29,750 --&gt; 00:25:31,330\r\nNow, again, to both of\r\n\r\n804\r\n00:25:31,330 --&gt; 00:25:33,210\r\nyou can you also provide\r\n\r\n805\r\n00:25:33,210 --&gt; 00:25:35,490\r\nsome additional context on how is the crisis\r\n\r\n806\r\n00:25:35,530 --&gt; 00:25:36,730\r\naffected your business. And Colin\r\n\r\n807\r\n00:25:36,730 --&gt; 00:25:39,160\r\nyou talked a little bit about that, but maybe give\r\n\r\n808\r\n00:25:39,160 --&gt; 00:25:40,740\r\nus a little bit more\r\n\r\n809\r\n00:25:40,740 --&gt; 00:25:42,840\r\ncontext on how's the customer\r\n\r\n810\r\n00:25:43,160 --&gt; 00:25:45,750\r\nexperience? Has it been disrupted? What are the steps\r\n\r\n811\r\n00:25:46,040 --&gt; 00:25:47,290\r\nthat you're taking to mitigate\r\n\r\n812\r\n00:25:47,290 --&gt; 00:25:49,830\r\nnot all after that, but\r\n\r\n813\r\n00:25:50,080 --&gt; 00:25:53,410\r\nColin, you want to give some context on that? Yeah, sure.\r\n\r\n814\r\n00:25:53,410 --&gt; 00:25:56,340\r\nSo I mean, the lockdown meant that\r\n\r\n815\r\n00:25:56,340 --&gt; 00:25:58,470\r\nall 1200 of our stores closed\r\n\r\n816\r\n00:25:59,270 --&gt; 00:26:00,250\r\nand. It became quite apparent\r\n\r\n817\r\n00:26:00,250 --&gt; 00:26:01,410\r\nquite quickly just how dependent\r\n\r\n818\r\n00:26:01,650 --&gt; 00:26:03,130\r\nwe were on that last\r\n\r\n819\r\n00:26:03,130 --&gt; 00:26:04,270\r\nmile of the store in\r\n\r\n820\r\n00:26:04,270 --&gt; 00:26:07,020\r\nterms of customer payments, eCommerce\r\n\r\n821\r\n00:26:07,020 --&gt; 00:26:09,340\r\nclick and collect. So quite\r\n\r\n822\r\n00:26:09,340 --&gt; 00:26:11,240\r\nquickly from a digital perspective,\r\n\r\n823\r\n00:26:11,240 --&gt; 00:26:12,460\r\nwe had to move very\r\n\r\n824\r\n00:26:12,460 --&gt; 00:26:13,540\r\nfast in terms of giving\r\n\r\n825\r\n00:26:13,540 --&gt; 00:26:17,410\r\npeople additional payment options even\r\n\r\n826\r\n00:26:17,410 --&gt; 00:26:18,360\r\ngoing down to the level of\r\n\r\n827\r\n00:26:21,100 --&gt; 00:26:22,190\r\nold good USSD. And again,\r\n\r\n828\r\n00:26:22,270 --&gt; 00:26:23,400\r\ndriving a lot of digital\r\n\r\n829\r\n00:26:23,400 --&gt; 00:26:25,630\r\ncommunication through our app and\r\n\r\n830\r\n00:26:25,630 --&gt; 00:26:27,500\r\nthrough our online channels. So there was\r\n\r\n831\r\n00:26:28,200 --&gt; 00:26:29,030\r\na bit of a disruption\r\n\r\n832\r\n00:26:29,030 --&gt; 00:26:29,980\r\nbecause we didn't have as\r\n\r\n833\r\n00:26:29,980 --&gt; 00:26:31,160\r\nmany call center agents as\r\n\r\n834\r\n00:26:31,160 --&gt; 00:26:32,010\r\nwe'd like to have had\r\n\r\n835\r\n00:26:32,200 --&gt; 00:26:33,320\r\nworking remotely. So a lot\r\n\r\n836\r\n00:26:33,320 --&gt; 00:26:34,850\r\nof that moved towards traditional\r\n\r\n837\r\n00:26:35,160 --&gt; 00:26:37,590\r\nemail and chat channels. So\r\n\r\n838\r\n00:26:37,700 --&gt; 00:26:39,180\r\ncustomers finding and got frustrated,\r\n\r\n839\r\n00:26:39,180 --&gt; 00:26:40,720\r\nbut we've come along quite\r\n\r\n840\r\n00:26:40,720 --&gt; 00:26:41,700\r\nquickly. I think that this is a\r\n\r\n841\r\n00:26:42,430 --&gt; 00:26:44,390\r\naccelerated a lot more the the\r\n\r\n842\r\n00:26:44,390 --&gt; 00:26:45,970\r\ndigital discussions that we needed\r\n\r\n843\r\n00:26:46,070 --&gt; 00:26:47,930\r\nto have. And we're going to go back to\r\n\r\n844\r\n00:26:48,620 --&gt; 00:26:49,610\r\nthat topic in a minute,\r\n\r\n845\r\n00:26:49,610 --&gt; 00:26:51,220\r\nbut Paul, same question for\r\n\r\n846\r\n00:26:51,220 --&gt; 00:26:52,100\r\nyou, how has the business\r\n\r\n847\r\n00:26:52,100 --&gt; 00:26:53,270\r\nbeen effective for you guys\r\n\r\n848\r\n00:26:53,270 --&gt; 00:26:55,960\r\nand disruption and customer experience\r\n\r\n849\r\n00:26:56,020 --&gt; 00:26:56,990\r\nand how are you mitigating\r\n\r\n850\r\n00:26:56,990 --&gt; 00:27:00,530\r\nit? Well, since we're entirely\r\n\r\n851\r\n00:27:00,530 --&gt; 00:27:01,960\r\ncall center based. The good\r\n\r\n852\r\n00:27:01,960 --&gt; 00:27:02,950\r\nnews is as long as\r\n\r\n853\r\n00:27:02,950 --&gt; 00:27:03,510\r\nwe were able to keep\r\n\r\n854\r\n00:27:03,510 --&gt; 00:27:04,570\r\nour agents on the phones,\r\n\r\n855\r\n00:27:04,570 --&gt; 00:27:05,850\r\nour customer experience was not\r\n\r\n856\r\n00:27:06,020 --&gt; 00:27:07,410\r\ndisrupted at all, which is\r\n\r\n857\r\n00:27:07,410 --&gt; 00:27:09,120\r\nimportant in our industry because\r\n\r\n858\r\n00:27:09,370 --&gt; 00:27:10,850\r\nconsumer demand is rising for\r\n\r\n859\r\n00:27:10,850 --&gt; 00:27:13,110\r\nus. Anytime there's an event\r\n\r\n860\r\n00:27:13,140 --&gt; 00:27:14,920\r\nthat reminds people of the critical\r\n\r\n861\r\n00:27:14,920 --&gt; 00:27:16,810\r\nimportance of financially supporting loved\r\n\r\n862\r\n00:27:16,940 --&gt; 00:27:18,120\r\nones, we see an increased\r\n\r\n863\r\n00:27:18,120 --&gt; 00:27:19,890\r\ndemand for life insurance. So it\r\n\r\n864\r\n00:27:20,050 --&gt; 00:27:21,640\r\nwas imperative that our agents\r\n\r\n865\r\n00:27:21,640 --&gt; 00:27:22,990\r\nwere still available to serve\r\n\r\n866\r\n00:27:22,990 --&gt; 00:27:24,520\r\ncustomers at times they need\r\n\r\n867\r\n00:27:24,520 --&gt; 00:27:26,390\r\nus the most. Similar to\r\n\r\n868\r\n00:27:26,390 --&gt; 00:27:29,230\r\nColin, not only did we increase\r\n\r\n869\r\n00:27:29,230 --&gt; 00:27:31,400\r\nour availability online or on\r\n\r\n870\r\n00:27:31,400 --&gt; 00:27:32,530\r\nthe phone, but we've also\r\n\r\n871\r\n00:27:32,690 --&gt; 00:27:33,930\r\nstarted to provide more digital\r\n\r\n872\r\n00:27:33,930 --&gt; 00:27:35,710\r\noffering and direct customers there\r\n\r\n873\r\n00:27:35,710 --&gt; 00:27:37,410\r\nso that they can react in\r\n\r\n874\r\n00:27:37,410 --&gt; 00:27:38,810\r\na way that isn't the face to face\r\n\r\n875\r\n00:27:38,810 --&gt; 00:27:42,130\r\ntype of environment. Okay, great.\r\n\r\n876\r\n00:27:42,440 --&gt; 00:27:43,380\r\nNow we would also like\r\n\r\n877\r\n00:27:43,380 --&gt; 00:27:44,450\r\nto hear from the audience,\r\n\r\n878\r\n00:27:44,450 --&gt; 00:27:45,580\r\nand so we do have\r\n\r\n879\r\n00:27:45,770 --&gt; 00:27:47,670\r\na small poll question. So\r\n\r\n880\r\n00:27:47,670 --&gt; 00:27:49,800\r\nJosh could we push the\r\n\r\n881\r\n00:27:49,800 --&gt; 00:27:51,090\r\npoll question to our audience,\r\n\r\n882\r\n00:27:51,090 --&gt; 00:27:54,660\r\nplease? Absolutely. They should see to on their\r\n\r\n883\r\n00:27:54,660 --&gt; 00:27:56,760\r\nscreen now. There we go.\r\n\r\n884\r\n00:27:56,990 --&gt; 00:27:57,920\r\nSo the question is, what\r\n\r\n885\r\n00:27:57,920 --&gt; 00:27:59,650\r\npercentage of your agents are\r\n\r\n886\r\n00:27:59,650 --&gt; 00:28:00,870\r\nworking from home now? So is\r\n\r\n887\r\n00:28:00,870 --&gt; 00:28:03,610\r\nit like almost none to\r\n\r\n888\r\n00:28:04,400 --&gt; 00:28:07,000\r\nsomewhere like 25%. Is between\r\n\r\n889\r\n00:28:07,000 --&gt; 00:28:09,430\r\n25 and 50. Is it the majority\r\n\r\n890\r\n00:28:09,430 --&gt; 00:28:10,170\r\nof them all the way,\r\n\r\n891\r\n00:28:10,260 --&gt; 00:28:12,430\r\nmaybe around 85%, or is it all\r\n\r\n892\r\n00:28:12,450 --&gt; 00:28:13,460\r\nof them. We're really interested\r\n\r\n893\r\n00:28:13,460 --&gt; 00:28:15,550\r\nto hearing from you. And\r\n\r\n894\r\n00:28:15,550 --&gt; 00:28:16,460\r\nwhile we wait for our\r\n\r\n895\r\n00:28:16,460 --&gt; 00:28:18,180\r\naudience to answer the poll,\r\n\r\n896\r\n00:28:18,570 --&gt; 00:28:21,260\r\nSheila, maybe this is really a\r\n\r\n897\r\n00:28:21,260 --&gt; 00:28:22,810\r\nglobal audience. And so I\r\n\r\n898\r\n00:28:22,810 --&gt; 00:28:23,590\r\ndon't know about you, but\r\n\r\n899\r\n00:28:23,590 --&gt; 00:28:25,060\r\nmy expectation would be that we're going to\r\n\r\n900\r\n00:28:25,060 --&gt; 00:28:26,570\r\nsee a mix maybe in\r\n\r\n901\r\n00:28:26,570 --&gt; 00:28:27,590\r\nthe responses, but what's your\r\n\r\n902\r\n00:28:27,590 --&gt; 00:28:29,750\r\ntake on this, given the\r\n\r\n903\r\n00:28:29,750 --&gt; 00:28:33,100\r\nglobal context of this. So\r\n\r\n904\r\n00:28:33,100 --&gt; 00:28:34,160\r\nto your point, I think\r\n\r\n905\r\n00:28:34,160 --&gt; 00:28:36,540\r\nin some industries we'll also\r\n\r\n906\r\n00:28:36,540 --&gt; 00:28:38,180\r\ngoing to see differences, right?\r\n\r\n907\r\n00:28:38,620 --&gt; 00:28:40,010\r\nThe industries that are represented\r\n\r\n908\r\n00:28:40,010 --&gt; 00:28:42,570\r\nby our customers here were\r\n\r\n909\r\n00:28:42,640 --&gt; 00:28:44,360\r\nso important that they needed\r\n\r\n910\r\n00:28:44,360 --&gt; 00:28:45,630\r\nto get as many agents\r\n\r\n911\r\n00:28:45,630 --&gt; 00:28:47,730\r\nas they could capable to\r\n\r\n912\r\n00:28:47,730 --&gt; 00:28:49,170\r\nwork from home. I think\r\n\r\n913\r\n00:28:49,170 --&gt; 00:28:51,010\r\nin some businesses, if the\r\n\r\n914\r\n00:28:51,010 --&gt; 00:28:53,080\r\nbusiness had to shut down,\r\n\r\n915\r\n00:28:53,880 --&gt; 00:28:55,750\r\nlet's say a clothing store,\r\n\r\n916\r\n00:28:55,970 --&gt; 00:28:58,890\r\nright. That might have a\r\n\r\n917\r\n00:28:58,890 --&gt; 00:29:00,960\r\nlot of agents taking orders,\r\n\r\n918\r\n00:29:01,080 --&gt; 00:29:02,380\r\nbut didn't need to do\r\n\r\n919\r\n00:29:02,380 --&gt; 00:29:03,840\r\ncustomer service the same way\r\n\r\n920\r\n00:29:03,840 --&gt; 00:29:05,590\r\nwith the stores closed. So\r\n\r\n921\r\n00:29:05,590 --&gt; 00:29:07,690\r\nI think we're going to see a proportion of\r\n\r\n922\r\n00:29:07,690 --&gt; 00:29:10,320\r\nthe people responding saying only\r\n\r\n923\r\n00:29:10,320 --&gt; 00:29:12,040\r\nzero to 25% because we\r\n\r\n924\r\n00:29:12,040 --&gt; 00:29:13,850\r\nhave a skeleton kind of\r\n\r\n925\r\n00:29:13,850 --&gt; 00:29:15,070\r\na staff. But we're going\r\n\r\n926\r\n00:29:15,190 --&gt; 00:29:16,910\r\nto see some like Colin\r\n\r\n927\r\n00:29:16,910 --&gt; 00:29:19,090\r\nand Paul's companies where everybody\r\n\r\n928\r\n00:29:19,200 --&gt; 00:29:20,580\r\nis home. But if I\r\n\r\n929\r\n00:29:20,580 --&gt; 00:29:21,930\r\nhad to say which one\r\n\r\n930\r\n00:29:21,930 --&gt; 00:29:22,420\r\nI think is going to\r\n\r\n931\r\n00:29:22,420 --&gt; 00:29:24,830\r\nhave the highest percentage, I\r\n\r\n932\r\n00:29:24,830 --&gt; 00:29:25,930\r\nthink it's going to be\r\n\r\n933\r\n00:29:25,930 --&gt; 00:29:28,010\r\nthe 50% to 85% that\r\n\r\n934\r\n00:29:28,010 --&gt; 00:29:29,420\r\nmost of the people have\r\n\r\n935\r\n00:29:29,420 --&gt; 00:29:30,250\r\nsent most of their agents\r\n\r\n936\r\n00:29:30,350 --&gt; 00:29:31,940\r\nhome. Let's see if I'm\r\n\r\n937\r\n00:29:31,940 --&gt; 00:29:33,590\r\nright. That's kind of what\r\n\r\n938\r\n00:29:33,590 --&gt; 00:29:35,160\r\nI was thinking too. But so\r\n\r\n939\r\n00:29:35,160 --&gt; 00:29:35,970\r\nJosh, can we see the\r\n\r\n940\r\n00:29:35,970 --&gt; 00:29:37,240\r\nresults maybe to see if\r\n\r\n941\r\n00:29:38,900 --&gt; 00:29:40,730\r\nwe're right. Oh, look at\r\n\r\n942\r\n00:29:40,730 --&gt; 00:29:42,920\r\nthat. It's very close, but\r\n\r\n943\r\n00:29:42,920 --&gt; 00:29:45,140\r\nin all of them is\r\n\r\n944\r\n00:29:45,850 --&gt; 00:29:48,900\r\nvery high, which is a\r\n\r\n945\r\n00:29:48,900 --&gt; 00:29:52,910\r\nlittle bit surprising. Well, great.\r\n\r\n946\r\n00:29:52,910 --&gt; 00:29:54,900\r\nThank you everybody for participating\r\n\r\n947\r\n00:29:54,900 --&gt; 00:29:55,990\r\non this. So let's just\r\n\r\n948\r\n00:29:55,990 --&gt; 00:30:04,360\r\nstay on... And maybe talk\r\n\r\n949\r\n00:30:04,360 --&gt; 00:30:05,520\r\na little about, obviously everybody\r\n\r\n950\r\n00:30:05,520 --&gt; 00:30:07,250\r\nknows that they embrace it in the circumstances\r\n\r\n951\r\n00:30:07,390 --&gt; 00:30:08,090\r\nof this pandemic, as I\r\n\r\n952\r\n00:30:08,090 --&gt; 00:30:10,190\r\nsaid at the beginning, but how\r\n\r\n953\r\n00:30:10,190 --&gt; 00:30:12,730\r\ndid eFinancial apply or really\r\n\r\n954\r\n00:30:12,730 --&gt; 00:30:15,090\r\nadapt the business continually plan\r\n\r\n955\r\n00:30:15,090 --&gt; 00:30:16,710\r\nto respond to this crisis?\r\n\r\n956\r\n00:30:18,050 --&gt; 00:30:20,860\r\nYeah, so eFinancial like most\r\n\r\n957\r\n00:30:20,860 --&gt; 00:30:22,130\r\nbusinesses, we had a business\r\n\r\n958\r\n00:30:22,130 --&gt; 00:30:24,080\r\ncontinuity plan in place. But it\r\n\r\n959\r\n00:30:24,280 --&gt; 00:30:25,440\r\nwas focused on our individual\r\n\r\n960\r\n00:30:25,440 --&gt; 00:30:27,380\r\noffices. As I mentioned before,\r\n\r\n961\r\n00:30:27,380 --&gt; 00:30:28,350\r\nwe have call centers in\r\n\r\n962\r\n00:30:28,350 --&gt; 00:30:29,900\r\nthree different States. So our\r\n\r\n963\r\n00:30:29,900 --&gt; 00:30:31,470\r\nplans were more focused on\r\n\r\n964\r\n00:30:31,470 --&gt; 00:30:32,810\r\nhow to respond if one\r\n\r\n965\r\n00:30:32,810 --&gt; 00:30:33,850\r\nof those opposites had to\r\n\r\n966\r\n00:30:33,850 --&gt; 00:30:35,350\r\nclose for a snow storm\r\n\r\n967\r\n00:30:35,350 --&gt; 00:30:36,290\r\nor a power outage or\r\n\r\n968\r\n00:30:36,290 --&gt; 00:30:38,430\r\nnatural disaster. Or what happens\r\n\r\n969\r\n00:30:38,430 --&gt; 00:30:39,130\r\nat one of our data\r\n\r\n970\r\n00:30:39,130 --&gt; 00:30:40,850\r\ncenter goes down. I'll be\r\n\r\n971\r\n00:30:40,850 --&gt; 00:30:42,380\r\nhonest a full- scale work\r\n\r\n972\r\n00:30:42,380 --&gt; 00:30:43,680\r\nfrom home across all of\r\n\r\n973\r\n00:30:43,680 --&gt; 00:30:45,140\r\nour locations was never really\r\n\r\n974\r\n00:30:45,140 --&gt; 00:30:47,730\r\npart of the plan. Fortunately,\r\n\r\n975\r\n00:30:47,760 --&gt; 00:30:49,050\r\nwe were already underway with\r\n\r\n976\r\n00:30:49,050 --&gt; 00:30:50,570\r\na migration from pure connect\r\n\r\n977\r\n00:30:50,570 --&gt; 00:30:52,450\r\non premises to Genesys cloud. And that was a\r\n\r\n978\r\n00:30:53,160 --&gt; 00:30:54,370\r\nstrategic decision that we made\r\n\r\n979\r\n00:30:54,380 --&gt; 00:30:56,130\r\nlast year to increase uptime\r\n\r\n980\r\n00:30:56,130 --&gt; 00:30:57,260\r\nand allow us to scale\r\n\r\n981\r\n00:30:57,260 --&gt; 00:30:59,010\r\nas a company. But we\r\n\r\n982\r\n00:30:59,010 --&gt; 00:31:00,300\r\nhave that plan launch for\r\n\r\n983\r\n00:31:00,300 --&gt; 00:31:02,360\r\nApril 30th to begin a\r\n\r\n984\r\n00:31:02,360 --&gt; 00:31:03,950\r\nphased approach versus a cut\r\n\r\n985\r\n00:31:03,950 --&gt; 00:31:06,630\r\nover launch. This was sped\r\n\r\n986\r\n00:31:06,630 --&gt; 00:31:08,440\r\nup due to COVID. And\r\n\r\n987\r\n00:31:08,440 --&gt; 00:31:09,380\r\nwe actually had about three\r\n\r\n988\r\n00:31:09,380 --&gt; 00:31:10,900\r\nweeks to prepare and do a\r\n\r\n989\r\n00:31:10,900 --&gt; 00:31:12,480\r\nfull cut order for 100%\r\n\r\n990\r\n00:31:12,500 --&gt; 00:31:13,770\r\nfor a sales and operation\r\n\r\n991\r\n00:31:13,770 --&gt; 00:31:17,720\r\nstaff. Which thankfully was largely\r\n\r\n992\r\n00:31:17,720 --&gt; 00:31:19,760\r\nsuccessful. As far as business\r\n\r\n993\r\n00:31:19,760 --&gt; 00:31:21,330\r\ncontinuity, we now have passports\r\n\r\n994\r\n00:31:21,330 --&gt; 00:31:22,260\r\nin place and we're going\r\n\r\n995\r\n00:31:22,260 --&gt; 00:31:23,690\r\nto revisit that plan and we're going\r\n\r\n996\r\n00:31:24,020 --&gt; 00:31:25,570\r\nto update it to reflect\r\n\r\n997\r\n00:31:25,570 --&gt; 00:31:27,700\r\nthe new remote workforce capabilities\r\n\r\n998\r\n00:31:27,700 --&gt; 00:31:28,900\r\nthat we've discovered with Genesys\r\n\r\n999\r\n00:31:28,900 --&gt; 00:31:32,450\r\ncloud. Right. So that takes\r\n\r\n1000\r\n00:31:32,450 --&gt; 00:31:34,510\r\nme back to the point\r\n\r\n1001\r\n00:31:34,510 --&gt; 00:31:36,820\r\nthat Sheila was making initially\r\n\r\n1002\r\n00:31:36,820 --&gt; 00:31:38,360\r\non the war room or\r\n\r\n1003\r\n00:31:38,360 --&gt; 00:31:40,560\r\nthe task force. So, Sheila,\r\n\r\n1004\r\n00:31:40,570 --&gt; 00:31:41,430\r\ncan you elaborate a little\r\n\r\n1005\r\n00:31:41,430 --&gt; 00:31:42,610\r\nbit more on what you've\r\n\r\n1006\r\n00:31:42,610 --&gt; 00:31:44,110\r\nseen from companies like eFinancial\r\n\r\n1007\r\n00:31:45,540 --&gt; 00:31:46,840\r\nthat has actually implemented a war\r\n\r\n1008\r\n00:31:46,840 --&gt; 00:31:48,920\r\nroom work task force versus\r\n\r\n1009\r\n00:31:48,920 --&gt; 00:31:50,130\r\nothers that maybe have delayed\r\n\r\n1010\r\n00:31:50,130 --&gt; 00:31:52,870\r\nthose decisions. How has that impacted\r\n\r\n1011\r\n00:31:52,870 --&gt; 00:31:54,110\r\ntheir ability to respond or\r\n\r\n1012\r\n00:31:54,110 --&gt; 00:31:55,730\r\nbe effective in terms of customer\r\n\r\n1013\r\n00:31:55,790 --&gt; 00:31:57,320\r\nsupport or customer experience in\r\n\r\n1014\r\n00:31:57,320 --&gt; 00:32:04,530\r\nyour view? Sheila I think\r\n\r\n1015\r\n00:32:05,010 --&gt; 00:32:05,890\r\nyou may be on mute\r\n\r\n1016\r\n00:32:05,890 --&gt; 00:32:07,610\r\nbecause I can't hear you,\r\n\r\n1017\r\n00:32:07,650 --&gt; 00:32:10,920\r\njust making sure it's not\r\n\r\n1018\r\n00:32:10,920 --&gt; 00:32:13,800\r\njust me. Thank you very\r\n\r\n1019\r\n00:32:13,800 --&gt; 00:32:15,670\r\nmuch, Barbara. It takes a\r\n\r\n1020\r\n00:32:15,670 --&gt; 00:32:19,550\r\nvillage. I would argue with\r\n\r\n1021\r\n00:32:19,550 --&gt; 00:32:21,980\r\nthat smaller firms, smaller than\r\n\r\n1022\r\n00:32:21,980 --&gt; 00:32:24,400\r\neFinancials, smaller than Mr Price\r\n\r\n1023\r\n00:32:25,340 --&gt; 00:32:27,560\r\nwith tens of employees, instead\r\n\r\n1024\r\n00:32:27,560 --&gt; 00:32:29,580\r\nof hundreds of employees would\r\n\r\n1025\r\n00:32:29,610 --&gt; 00:32:32,130\r\nsimilarly benefit from a war\r\n\r\n1026\r\n00:32:32,130 --&gt; 00:32:34,810\r\nroom approach. I've seen smaller\r\n\r\n1027\r\n00:32:34,810 --&gt; 00:32:36,750\r\nfirms that are bringing together\r\n\r\n1028\r\n00:32:36,750 --&gt; 00:32:39,660\r\nsenior management to make decisions\r\n\r\n1029\r\n00:32:39,660 --&gt; 00:32:40,740\r\nthat are going to impact\r\n\r\n1030\r\n00:32:41,160 --&gt; 00:32:44,220\r\nevery employee, every customer, and\r\n\r\n1031\r\n00:32:44,220 --&gt; 00:32:45,890\r\noften without the benefit of\r\n\r\n1032\r\n00:32:45,890 --&gt; 00:32:47,700\r\nthat voice of the customer\r\n\r\n1033\r\n00:32:48,000 --&gt; 00:32:49,270\r\nthat we hear that we\r\n\r\n1034\r\n00:32:49,270 --&gt; 00:32:51,530\r\nsee coming in through the contact\r\n\r\n1035\r\n00:32:52,000 --&gt; 00:32:53,400\r\ncenter. So I think the\r\n\r\n1036\r\n00:32:53,400 --&gt; 00:32:55,850\r\nCEO's and CFO's of the world\r\n\r\n1037\r\n00:32:56,510 --&gt; 00:32:58,030\r\nwho are making the final\r\n\r\n1038\r\n00:32:58,030 --&gt; 00:33:01,070\r\ndecisions, obviously. But as Kraemer,\r\n\r\n1039\r\n00:33:01,070 --&gt; 00:33:02,710\r\nthe professor at Kellogg pointed\r\n\r\n1040\r\n00:33:02,710 --&gt; 00:33:04,280\r\nout, I think the best\r\n\r\n1041\r\n00:33:04,280 --&gt; 00:33:05,530\r\ndecisions would be made with\r\n\r\n1042\r\n00:33:05,530 --&gt; 00:33:07,900\r\nthe best information. And sometimes\r\n\r\n1043\r\n00:33:07,900 --&gt; 00:33:09,290\r\nwe in the contact center\r\n\r\n1044\r\n00:33:09,500 --&gt; 00:33:12,180\r\nas the conduit between executive\r\n\r\n1045\r\n00:33:12,180 --&gt; 00:33:15,510\r\nmanagement and the customers could\r\n\r\n1046\r\n00:33:15,510 --&gt; 00:33:17,070\r\nbe a useful part of\r\n\r\n1047\r\n00:33:17,350 --&gt; 00:33:18,880\r\na war room approach, or\r\n\r\n1048\r\n00:33:18,880 --&gt; 00:33:21,350\r\nat least a task force\r\n\r\n1049\r\n00:33:21,480 --&gt; 00:33:23,440\r\ntype approach, as opposed to\r\n\r\n1050\r\n00:33:23,440 --&gt; 00:33:25,020\r\njust a bunch of execs\r\n\r\n1051\r\n00:33:25,380 --&gt; 00:33:28,260\r\nmaking their decisions. Yeah. And\r\n\r\n1052\r\n00:33:29,540 --&gt; 00:33:30,910\r\nI'll just make this comment\r\n\r\n1053\r\n00:33:30,910 --&gt; 00:33:32,750\r\non the Genesys side. I got\r\n\r\n1054\r\n00:33:32,920 --&gt; 00:33:34,590\r\nto say similar to what\r\n\r\n1055\r\n00:33:34,800 --&gt; 00:33:36,550\r\nPaul was saying before. Genesys\r\n\r\n1056\r\n00:33:36,550 --&gt; 00:33:39,140\r\nimplemented very quickly a taskforce\r\n\r\n1057\r\n00:33:39,390 --&gt; 00:33:40,540\r\nas well. So that was\r\n\r\n1058\r\n00:33:41,300 --&gt; 00:33:42,420\r\nan initiative from our CEO,\r\n\r\n1059\r\n00:33:42,420 --&gt; 00:33:44,050\r\nTony Bates and his leadership\r\n\r\n1060\r\n00:33:44,520 --&gt; 00:33:46,410\r\nand with constant communication and\r\n\r\n1061\r\n00:33:46,430 --&gt; 00:33:48,070\r\na lot of transparency and\r\n\r\n1062\r\n00:33:48,070 --&gt; 00:33:49,280\r\nvery quickly shutting down our\r\n\r\n1063\r\n00:33:49,280 --&gt; 00:33:50,340\r\noffices and making sure that\r\n\r\n1064\r\n00:33:50,340 --&gt; 00:33:51,550\r\neverybody was okay and working\r\n\r\n1065\r\n00:33:51,550 --&gt; 00:33:53,470\r\nfrom home and staying safe.\r\n\r\n1066\r\n00:33:53,470 --&gt; 00:33:53,950\r\nAnd I got to say\r\n\r\n1067\r\n00:33:53,950 --&gt; 00:33:55,210\r\nthat made a huge difference\r\n\r\n1068\r\n00:33:55,220 --&gt; 00:33:56,280\r\nin our preparedness and our\r\n\r\n1069\r\n00:33:56,280 --&gt; 00:33:58,440\r\nreadiness to not only continue\r\n\r\n1070\r\n00:33:58,440 --&gt; 00:33:59,560\r\nour business, but also be\r\n\r\n1071\r\n00:33:59,560 --&gt; 00:34:01,510\r\nhere for our customers, which is\r\n\r\n1072\r\n00:34:01,630 --&gt; 00:34:04,410\r\nreally what our mission is.\r\n\r\n1073\r\n00:34:04,970 --&gt; 00:34:07,290\r\nSo now Colin, let me\r\n\r\n1074\r\n00:34:07,290 --&gt; 00:34:08,620\r\ngo back to you and this is actually interesting because\r\n\r\n1075\r\n00:34:08,620 --&gt; 00:34:11,780\r\nin the briefing that we had with you\r\n\r\n1076\r\n00:34:11,780 --&gt; 00:34:13,530\r\nbefore the webinar, you shared a\r\n\r\n1077\r\n00:34:13,530 --&gt; 00:34:14,630\r\nquote that I thought it\r\n\r\n1078\r\n00:34:14,780 --&gt; 00:34:16,420\r\nwas fascinating. And you said,\r\n\r\n1079\r\n00:34:17,070 --&gt; 00:34:18,770\r\nwho pushed digital transformation in\r\n\r\n1080\r\n00:34:18,770 --&gt; 00:34:20,530\r\nyour company. Was is it the CEO,\r\n\r\n1081\r\n00:34:20,990 --&gt; 00:34:23,370\r\nthe CIO, or COVID- 19?\r\n\r\n1082\r\n00:34:23,370 --&gt; 00:34:25,280\r\nAnd I actually thinks got\r\n\r\n1083\r\n00:34:25,280 --&gt; 00:34:27,820\r\nfunny, but the companies traditionally\r\n\r\n1084\r\n00:34:28,330 --&gt; 00:34:30,980\r\npursued digital transformation to create\r\n\r\n1085\r\n00:34:30,980 --&gt; 00:34:32,550\r\nefficiencies or increase revenue or\r\n\r\n1086\r\n00:34:32,550 --&gt; 00:34:34,040\r\nreduce churn, or even to\r\n\r\n1087\r\n00:34:34,040 --&gt; 00:34:35,380\r\npenetrate a new market segment\r\n\r\n1088\r\n00:34:35,380 --&gt; 00:34:37,570\r\nor establishing a competitive differentiation.\r\n\r\n1089\r\n00:34:38,080 --&gt; 00:34:39,500\r\nBut now in this new\r\n\r\n1090\r\n00:34:39,500 --&gt; 00:34:41,570\r\nnormal that we're living is\r\n\r\n1091\r\n00:34:41,570 --&gt; 00:34:43,950\r\nbusiness continually an additional critical\r\n\r\n1092\r\n00:34:43,950 --&gt; 00:34:45,530\r\ndriver for digital transformation in\r\n\r\n1093\r\n00:34:45,530 --&gt; 00:34:49,340\r\nyour opinion? Yes, absolutely. And\r\n\r\n1094\r\n00:34:49,490 --&gt; 00:34:50,530\r\nI'm so glad that Sheila\r\n\r\n1095\r\n00:34:50,530 --&gt; 00:34:51,930\r\nactually mentioned the voice of\r\n\r\n1096\r\n00:34:51,930 --&gt; 00:34:53,090\r\nthe customer, because I think\r\n\r\n1097\r\n00:34:53,090 --&gt; 00:34:55,550\r\nthat the digital transformation journey...\r\n\r\n1098\r\n00:34:55,780 --&gt; 00:34:56,800\r\nLook, first and foremost, you need\r\n\r\n1099\r\n00:34:56,800 --&gt; 00:34:58,240\r\nto be on one. Otherwise\r\n\r\n1100\r\n00:34:58,240 --&gt; 00:34:59,010\r\nyou're going to have trouble\r\n\r\n1101\r\n00:34:59,050 --&gt; 00:35:00,890\r\nin the short term. But\r\n\r\n1102\r\n00:35:00,890 --&gt; 00:35:01,890\r\nit's starting to accelerate the\r\n\r\n1103\r\n00:35:01,890 --&gt; 00:35:03,450\r\ndifferent type of conversation because I\r\n\r\n1104\r\n00:35:03,450 --&gt; 00:35:05,280\r\nthink your roadmap was going\r\n\r\n1105\r\n00:35:05,280 --&gt; 00:35:06,660\r\none direction. But now through\r\n\r\n1106\r\n00:35:06,660 --&gt; 00:35:07,760\r\nlistening to voice of customer\r\n\r\n1107\r\n00:35:07,760 --&gt; 00:35:09,720\r\nand necessity you will be\r\n\r\n1108\r\n00:35:09,720 --&gt; 00:35:11,460\r\nchanging that. So we'll be looking a\r\n\r\n1109\r\n00:35:11,460 --&gt; 00:35:13,330\r\nlot more at stuff like\r\n\r\n1110\r\n00:35:13,400 --&gt; 00:35:15,940\r\ncustomer self- help stuff like\r\n\r\n1111\r\n00:35:15,940 --&gt; 00:35:17,150\r\nwhere your Genesys platform can\r\n\r\n1112\r\n00:35:17,150 --&gt; 00:35:18,560\r\nbring all communications types into\r\n\r\n1113\r\n00:35:18,560 --&gt; 00:35:19,810\r\none space where we can\r\n\r\n1114\r\n00:35:19,810 --&gt; 00:35:20,630\r\nactually make sense of that\r\n\r\n1115\r\n00:35:20,630 --&gt; 00:35:22,620\r\ndata and actually start delivering\r\n\r\n1116\r\n00:35:22,620 --&gt; 00:35:23,860\r\non what customers want. Because\r\n\r\n1117\r\n00:35:23,860 --&gt; 00:35:25,190\r\nI think if you had\r\n\r\n1118\r\n00:35:25,190 --&gt; 00:35:26,120\r\na tough market that you're\r\n\r\n1119\r\n00:35:26,120 --&gt; 00:35:27,880\r\nin before, it's going to get even tougher\r\n\r\n1120\r\n00:35:27,880 --&gt; 00:35:28,920\r\nnow, as people feel this\r\n\r\n1121\r\n00:35:28,920 --&gt; 00:35:31,040\r\neconomic push. So yes, absolutely\r\n\r\n1122\r\n00:35:31,290 --&gt; 00:35:32,130\r\nit will accelerate. But I\r\n\r\n1123\r\n00:35:32,130 --&gt; 00:35:33,290\r\nthink that if we clever\r\n\r\n1124\r\n00:35:33,430 --&gt; 00:35:34,300\r\nand we manage that data\r\n\r\n1125\r\n00:35:34,300 --&gt; 00:35:36,330\r\nproperly, we'll be accelerating the\r\n\r\n1126\r\n00:35:36,330 --&gt; 00:35:37,470\r\nright things in the digital\r\n\r\n1127\r\n00:35:37,500 --&gt; 00:35:40,950\r\nspace. Right. So Sheila I\r\n\r\n1128\r\n00:35:41,190 --&gt; 00:35:41,950\r\nwanted to go back to\r\n\r\n1129\r\n00:35:41,950 --&gt; 00:35:44,180\r\nthat slide that you had\r\n\r\n1130\r\n00:35:44,180 --&gt; 00:35:46,070\r\nwith a study that talks\r\n\r\n1131\r\n00:35:46,070 --&gt; 00:35:48,370\r\nabout... You highlighted digital transformation\r\n\r\n1132\r\n00:35:48,370 --&gt; 00:35:49,170\r\nas one of the top\r\n\r\n1133\r\n00:35:49,500 --&gt; 00:35:51,690\r\ntechnology priorities for CX, but\r\n\r\n1134\r\n00:35:51,720 --&gt; 00:35:53,980\r\nalso and I like how you\r\n\r\n1135\r\n00:35:53,980 --&gt; 00:35:57,280\r\nhighlighted personalization of services and\r\n\r\n1136\r\n00:35:57,280 --&gt; 00:35:58,970\r\ncloud solutions. So do you\r\n\r\n1137\r\n00:35:58,970 --&gt; 00:36:00,410\r\nsee a critical connection between\r\n\r\n1138\r\n00:36:00,410 --&gt; 00:36:02,090\r\nthe cloud, as an enabler\r\n\r\n1139\r\n00:36:02,090 --&gt; 00:36:03,780\r\nto provide agility and flexibility\r\n\r\n1140\r\n00:36:04,070 --&gt; 00:36:05,240\r\nfor companies to implement new\r\n\r\n1141\r\n00:36:05,380 --&gt; 00:36:07,500\r\ndigital channels and deliver personalized\r\n\r\n1142\r\n00:36:07,500 --&gt; 00:36:10,960\r\nexperiences? So it's interesting just\r\n\r\n1143\r\n00:36:10,960 --&gt; 00:36:13,220\r\ntoday and probably later today,\r\n\r\n1144\r\n00:36:13,540 --&gt; 00:36:14,600\r\na new article that I\r\n\r\n1145\r\n00:36:14,600 --&gt; 00:36:15,800\r\nwrote for No Jitter is\r\n\r\n1146\r\n00:36:15,800 --&gt; 00:36:17,530\r\ngoing to post, and it's\r\n\r\n1147\r\n00:36:17,570 --&gt; 00:36:21,040\r\ncalled Google Contact Center AI\r\n\r\n1148\r\n00:36:21,710 --&gt; 00:36:24,230\r\nTackles the Unemployment Problem in\r\n\r\n1149\r\n00:36:24,230 --&gt; 00:36:26,490\r\nthe United States. So here\r\n\r\n1150\r\n00:36:26,490 --&gt; 00:36:28,840\r\nin the United States, state\r\n\r\n1151\r\n00:36:28,990 --&gt; 00:36:30,710\r\nwebsites have been going down\r\n\r\n1152\r\n00:36:30,710 --&gt; 00:36:31,970\r\nbecause of so much traffic.\r\n\r\n1153\r\n00:36:32,850 --&gt; 00:36:35,520\r\nState contact centers are blocking\r\n\r\n1154\r\n00:36:35,520 --&gt; 00:36:36,970\r\ncalls because they just don't\r\n\r\n1155\r\n00:36:36,970 --&gt; 00:36:39,070\r\neven have enough circuits. Right.\r\n\r\n1156\r\n00:36:39,900 --&gt; 00:36:40,670\r\nSo one of the things\r\n\r\n1157\r\n00:36:40,670 --&gt; 00:36:42,840\r\nthat Google working with some\r\n\r\n1158\r\n00:36:42,840 --&gt; 00:36:44,340\r\nof their partners like Genesys\r\n\r\n1159\r\n00:36:44,710 --&gt; 00:36:46,120\r\nhas been doing is helping\r\n\r\n1160\r\n00:36:46,120 --&gt; 00:36:49,490\r\nthe States bring on some\r\n\r\n1161\r\n00:36:49,490 --&gt; 00:36:52,300\r\nearly box onto the websites.\r\n\r\n1162\r\n00:36:52,640 --&gt; 00:36:55,040\r\nOkay. So the websites are\r\n\r\n1163\r\n00:36:55,040 --&gt; 00:36:56,880\r\nclearly cloud driven because the\r\n\r\n1164\r\n00:36:56,880 --&gt; 00:36:58,370\r\nweb is based on the internet.\r\n\r\n1165\r\n00:36:59,290 --&gt; 00:37:00,810\r\nAnd for these States and\r\n\r\n1166\r\n00:37:00,810 --&gt; 00:37:03,240\r\nit includes Illinois, New York\r\n\r\n1167\r\n00:37:03,350 --&gt; 00:37:05,300\r\nand Oklahoma. They've been able\r\n\r\n1168\r\n00:37:05,300 --&gt; 00:37:09,270\r\nto quickly get box up\r\n\r\n1169\r\n00:37:09,270 --&gt; 00:37:10,300\r\nand running on the website\r\n\r\n1170\r\n00:37:10,950 --&gt; 00:37:12,480\r\nto try to deflect some\r\n\r\n1171\r\n00:37:12,480 --&gt; 00:37:14,130\r\nof the simple questions so\r\n\r\n1172\r\n00:37:14,130 --&gt; 00:37:15,780\r\nthat the more difficult questions\r\n\r\n1173\r\n00:37:15,780 --&gt; 00:37:17,160\r\ncan go to the agents\r\n\r\n1174\r\n00:37:17,410 --&gt; 00:37:19,040\r\nand the agents aren't overwhelmed\r\n\r\n1175\r\n00:37:20,750 --&gt; 00:37:21,890\r\nwith simple questions that could\r\n\r\n1176\r\n00:37:21,890 --&gt; 00:37:23,190\r\nbe answered in other ways.\r\n\r\n1177\r\n00:37:23,930 --&gt; 00:37:24,740\r\nBut one of the points\r\n\r\n1178\r\n00:37:24,740 --&gt; 00:37:26,440\r\nthat was made by Antony\r\n\r\n1179\r\n00:37:26,440 --&gt; 00:37:28,170\r\nPassemard, from Google when he\r\n\r\n1180\r\n00:37:28,170 --&gt; 00:37:29,990\r\nand I spoke was that\r\n\r\n1181\r\n00:37:30,980 --&gt; 00:37:32,690\r\ninitially they could do web\r\n\r\n1182\r\n00:37:32,690 --&gt; 00:37:34,500\r\nbecause some of these contact\r\n\r\n1183\r\n00:37:34,500 --&gt; 00:37:35,860\r\ncenters in the States are\r\n\r\n1184\r\n00:37:35,860 --&gt; 00:37:37,850\r\nnot cloud- based, right. And\r\n\r\n1185\r\n00:37:37,850 --&gt; 00:37:39,640\r\nso it's not easy to\r\n\r\n1186\r\n00:37:39,640 --&gt; 00:37:42,100\r\nconnect what's happening on the\r\n\r\n1187\r\n00:37:42,100 --&gt; 00:37:45,150\r\nweb to an agent. So\r\n\r\n1188\r\n00:37:45,150 --&gt; 00:37:46,480\r\nwhat if somebody is in\r\n\r\n1189\r\n00:37:46,480 --&gt; 00:37:48,040\r\nthat bot and needs to\r\n\r\n1190\r\n00:37:48,040 --&gt; 00:37:49,590\r\nconnect to a voice agent?\r\n\r\n1191\r\n00:37:49,920 --&gt; 00:37:51,130\r\nWell, in the short term,\r\n\r\n1192\r\n00:37:51,340 --&gt; 00:37:52,630\r\nthey're not necessarily able to\r\n\r\n1193\r\n00:37:52,630 --&gt; 00:37:54,410\r\ndo that, right. And the short\r\n\r\n1194\r\n00:37:54,410 --&gt; 00:37:56,310\r\nterm, they're only able to\r\n\r\n1195\r\n00:37:56,310 --&gt; 00:37:57,290\r\ndo the web based and\r\n\r\n1196\r\n00:37:57,290 --&gt; 00:38:00,560\r\nthen say call. But imagine\r\n\r\n1197\r\n00:38:00,560 --&gt; 00:38:02,160\r\na company that had already\r\n\r\n1198\r\n00:38:02,160 --&gt; 00:38:03,630\r\nmoved to the cloud, right.\r\n\r\n1199\r\n00:38:03,840 --&gt; 00:38:04,760\r\nThey would be able to\r\n\r\n1200\r\n00:38:04,760 --&gt; 00:38:07,530\r\nmake that connection between artificial\r\n\r\n1201\r\n00:38:07,530 --&gt; 00:38:10,390\r\nintelligence bots and voice connections\r\n\r\n1202\r\n00:38:10,580 --&gt; 00:38:12,920\r\nmuch more easily. So there's\r\n\r\n1203\r\n00:38:12,920 --&gt; 00:38:14,990\r\nthis notion that we need\r\n\r\n1204\r\n00:38:14,990 --&gt; 00:38:17,130\r\nmore digital services. Some of\r\n\r\n1205\r\n00:38:17,130 --&gt; 00:38:20,380\r\nthose we can supply, even\r\n\r\n1206\r\n00:38:20,380 --&gt; 00:38:22,080\r\nif the contact center is not\r\n\r\n1207\r\n00:38:22,150 --&gt; 00:38:23,840\r\nin the cloud yet, but\r\n\r\n1208\r\n00:38:23,840 --&gt; 00:38:25,370\r\nthe vision should be to\r\n\r\n1209\r\n00:38:27,080 --&gt; 00:38:27,790\r\nthe point that was made\r\n\r\n1210\r\n00:38:27,790 --&gt; 00:38:28,970\r\nearlier by Paul and Colin.\r\n\r\n1211\r\n00:38:29,540 --&gt; 00:38:30,390\r\nHow do we get these\r\n\r\n1212\r\n00:38:30,390 --&gt; 00:38:32,220\r\nall working together? And the\r\n\r\n1213\r\n00:38:32,220 --&gt; 00:38:33,420\r\nway to do that is\r\n\r\n1214\r\n00:38:33,420 --&gt; 00:38:34,080\r\nfor them all to be\r\n\r\n1215\r\n00:38:34,080 --&gt; 00:38:35,110\r\nin the cloud and able\r\n\r\n1216\r\n00:38:35,230 --&gt; 00:38:37,930\r\nshare information and data on\r\n\r\n1217\r\n00:38:37,930 --&gt; 00:38:40,880\r\na cloud basis. That is\r\n\r\n1218\r\n00:38:40,880 --&gt; 00:38:41,970\r\nsuch a great point. It\r\n\r\n1219\r\n00:38:41,970 --&gt; 00:38:43,020\r\nwas just yesterday I was\r\n\r\n1220\r\n00:38:43,020 --&gt; 00:38:44,210\r\nhaving a conversation with one\r\n\r\n1221\r\n00:38:44,210 --&gt; 00:38:45,950\r\nof my colleagues in business\r\n\r\n1222\r\n00:38:45,950 --&gt; 00:38:47,790\r\nconsulting, and we were talking\r\n\r\n1223\r\n00:38:47,790 --&gt; 00:38:49,670\r\nabout how we may have\r\n\r\n1224\r\n00:38:49,670 --&gt; 00:38:52,570\r\na preconceived perception that, but\r\n\r\n1225\r\n00:38:53,060 --&gt; 00:38:54,930\r\ngo against empathy. But in\r\n\r\n1226\r\n00:38:55,340 --&gt; 00:38:56,230\r\nthe context of what we're\r\n\r\n1227\r\n00:38:56,230 --&gt; 00:38:57,930\r\nliving today as a consumer,\r\n\r\n1228\r\n00:38:58,210 --&gt; 00:38:59,370\r\nyou want an answer, right?\r\n\r\n1229\r\n00:38:59,370 --&gt; 00:39:01,500\r\nSo perhaps the most empathetic\r\n\r\n1230\r\n00:39:01,500 --&gt; 00:39:03,260\r\nway to really be there\r\n\r\n1231\r\n00:39:03,260 --&gt; 00:39:04,650\r\nfor your customers could be\r\n\r\n1232\r\n00:39:04,690 --&gt; 00:39:06,290\r\nthrough a bot that it's\r\n\r\n1233\r\n00:39:06,290 --&gt; 00:39:07,780\r\nactually providing you the answer\r\n\r\n1234\r\n00:39:07,780 --&gt; 00:39:08,750\r\nthat you're looking for, and you don't\r\n\r\n1235\r\n00:39:08,750 --&gt; 00:39:09,880\r\nneed to wait for an agent to be\r\n\r\n1236\r\n00:39:09,880 --&gt; 00:39:12,040\r\navailable. Right. And so to your\r\n\r\n1237\r\n00:39:12,040 --&gt; 00:39:13,390\r\npoint, the cloud is actually\r\n\r\n1238\r\n00:39:13,390 --&gt; 00:39:15,550\r\nwhat's enabling the agility that\r\n\r\n1239\r\n00:39:15,550 --&gt; 00:39:16,920\r\ncompanies may have to work\r\n\r\n1240\r\n00:39:16,920 --&gt; 00:39:19,080\r\nwith Google. And us or\r\n\r\n1241\r\n00:39:19,090 --&gt; 00:39:20,250\r\nothers, but just to make\r\n\r\n1242\r\n00:39:20,250 --&gt; 00:39:21,400\r\nsure that you have that\r\n\r\n1243\r\n00:39:21,400 --&gt; 00:39:23,190\r\nability to quickly adapt the\r\n\r\n1244\r\n00:39:23,190 --&gt; 00:39:25,140\r\nbot to whatever the priorities are\r\n\r\n1245\r\n00:39:25,140 --&gt; 00:39:26,860\r\nfor your customer. So I\r\n\r\n1246\r\n00:39:26,860 --&gt; 00:39:30,830\r\nthink that that is so fantastic. Now Paul,\r\n\r\n1247\r\n00:39:31,150 --&gt; 00:39:32,080\r\nI would like to now\r\n\r\n1248\r\n00:39:32,080 --&gt; 00:39:33,970\r\nswitch gears back to the\r\n\r\n1249\r\n00:39:33,970 --&gt; 00:39:35,400\r\nimpact on the workforce, right?\r\n\r\n1250\r\n00:39:35,400 --&gt; 00:39:36,500\r\nIt is very important that we\r\n\r\n1251\r\n00:39:36,500 --&gt; 00:39:38,260\r\ntalk about since we're talking about empathy\r\n\r\n1252\r\n00:39:38,560 --&gt; 00:39:40,870\r\nthat we talk about our employees. So\r\n\r\n1253\r\n00:39:40,870 --&gt; 00:39:42,590\r\nthe question for you has\r\n\r\n1254\r\n00:39:42,590 --&gt; 00:39:43,930\r\nthis crisis and the fact\r\n\r\n1255\r\n00:39:43,930 --&gt; 00:39:45,830\r\nthat your agents are working\r\n\r\n1256\r\n00:39:45,830 --&gt; 00:39:47,240\r\nfrom home, have been working\r\n\r\n1257\r\n00:39:47,240 --&gt; 00:39:47,990\r\nfrom home now for a\r\n\r\n1258\r\n00:39:47,990 --&gt; 00:39:50,680\r\nwhile. Has that affected the\r\n\r\n1259\r\n00:39:50,680 --&gt; 00:39:52,160\r\nproductivity in your contact centers?\r\n\r\n1260\r\n00:39:54,280 --&gt; 00:39:55,580\r\nWell, anytime that you have\r\n\r\n1261\r\n00:39:55,580 --&gt; 00:39:57,150\r\nan accelerated launch of a\r\n\r\n1262\r\n00:39:57,150 --&gt; 00:39:59,420\r\nmajor new technology platform, you're\r\n\r\n1263\r\n00:39:59,420 --&gt; 00:40:00,880\r\ngoing to experience some bumps.\r\n\r\n1264\r\n00:40:01,800 --&gt; 00:40:03,320\r\nInitially our biggest issue was\r\n\r\n1265\r\n00:40:03,320 --&gt; 00:40:05,010\r\nthe database issue. All our\r\n\r\n1266\r\n00:40:05,010 --&gt; 00:40:06,570\r\noperational reporting was built around\r\n\r\n1267\r\n00:40:06,570 --&gt; 00:40:08,070\r\nthe on premise system. So\r\n\r\n1268\r\n00:40:08,070 --&gt; 00:40:09,040\r\nwhen the cut over happened\r\n\r\n1269\r\n00:40:09,040 --&gt; 00:40:10,550\r\nthat produced some data blindness\r\n\r\n1270\r\n00:40:10,550 --&gt; 00:40:11,500\r\nthat we had to work\r\n\r\n1271\r\n00:40:11,500 --&gt; 00:40:13,520\r\nvery quickly to resolve. Now,\r\n\r\n1272\r\n00:40:13,520 --&gt; 00:40:15,540\r\nfrom a production standpoint, we\r\n\r\n1273\r\n00:40:15,700 --&gt; 00:40:17,050\r\ninitially saw about a seven\r\n\r\n1274\r\n00:40:17,050 --&gt; 00:40:18,700\r\nday period in which production\r\n\r\n1275\r\n00:40:18,700 --&gt; 00:40:20,270\r\nlevels were soft as agents\r\n\r\n1276\r\n00:40:20,270 --&gt; 00:40:21,760\r\nadjusted to the new platform\r\n\r\n1277\r\n00:40:21,760 --&gt; 00:40:24,070\r\nand working environment. However, we\r\n\r\n1278\r\n00:40:24,070 --&gt; 00:40:26,360\r\nrebounded very well. One thing\r\n\r\n1279\r\n00:40:26,360 --&gt; 00:40:28,140\r\nwe noticed was greater availability\r\n\r\n1280\r\n00:40:28,140 --&gt; 00:40:29,610\r\nof agents working from home and\r\n\r\n1281\r\n00:40:29,840 --&gt; 00:40:31,250\r\nno commute. And if anyone's\r\n\r\n1282\r\n00:40:31,250 --&gt; 00:40:32,440\r\nfamiliar with the Seattle area\r\n\r\n1283\r\n00:40:32,440 --&gt; 00:40:34,390\r\nor the 405 that community\r\n\r\n1284\r\n00:40:34,590 --&gt; 00:40:35,650\r\nmeans at least an hour\r\n\r\n1285\r\n00:40:35,650 --&gt; 00:40:37,420\r\nor two each way. It\r\n\r\n1286\r\n00:40:37,420 --&gt; 00:40:39,260\r\nalso meant ease of breaks,\r\n\r\n1287\r\n00:40:39,260 --&gt; 00:40:40,970\r\nthe ability to be constantly\r\n\r\n1288\r\n00:40:40,970 --&gt; 00:40:42,250\r\nengaged. So we are actually\r\n\r\n1289\r\n00:40:42,250 --&gt; 00:40:43,820\r\nseeing the number of hours\r\n\r\n1290\r\n00:40:43,820 --&gt; 00:40:46,300\r\nagents spend on cue increase\r\n\r\n1291\r\n00:40:46,440 --&gt; 00:40:47,300\r\ncompared to what we saw\r\n\r\n1292\r\n00:40:47,300 --&gt; 00:40:49,240\r\nin the office. So this increased\r\n\r\n1293\r\n00:40:49,680 --&gt; 00:40:51,200\r\navailability coupled with the heightened\r\n\r\n1294\r\n00:40:51,200 --&gt; 00:40:53,390\r\ndemand for life insurance as\r\n\r\n1295\r\n00:40:53,390 --&gt; 00:40:55,170\r\nwell as our unique position\r\n\r\n1296\r\n00:40:55,170 --&gt; 00:40:56,420\r\nin the market means that\r\n\r\n1297\r\n00:40:56,770 --&gt; 00:40:58,210\r\nApril's actually turned into one of\r\n\r\n1298\r\n00:40:58,210 --&gt; 00:40:59,530\r\nour strongest sales months in\r\n\r\n1299\r\n00:40:59,530 --&gt; 00:41:04,910\r\nrecent history. Wow. We've heard\r\n\r\n1300\r\n00:41:04,910 --&gt; 00:41:06,770\r\nthat from multiple organizations, that\r\n\r\n1301\r\n00:41:07,120 --&gt; 00:41:09,570\r\nproductivity is actually just going\r\n\r\n1302\r\n00:41:09,570 --&gt; 00:41:10,970\r\nup consistently. And I was\r\n\r\n1303\r\n00:41:11,080 --&gt; 00:41:11,470\r\njust going to say, it's\r\n\r\n1304\r\n00:41:11,470 --&gt; 00:41:14,040\r\nfunny that you said the 405 and the commute\r\n\r\n1305\r\n00:41:14,040 --&gt; 00:41:15,430\r\nbecause I'm in the 305, which\r\n\r\n1306\r\n00:41:15,430 --&gt; 00:41:17,830\r\nis Miami. And I would like to\r\n\r\n1307\r\n00:41:17,830 --&gt; 00:41:18,750\r\nsay to the community out\r\n\r\n1308\r\n00:41:18,850 --&gt; 00:41:19,670\r\nhere, down here in Miami\r\n\r\n1309\r\n00:41:19,670 --&gt; 00:41:20,920\r\nis probably a lot worse,\r\n\r\n1310\r\n00:41:20,920 --&gt; 00:41:22,030\r\nalthough right now it's been\r\n\r\n1311\r\n00:41:22,470 --&gt; 00:41:24,610\r\npretty good. But now let\r\n\r\n1312\r\n00:41:24,610 --&gt; 00:41:25,640\r\nme ask you on the\r\n\r\n1313\r\n00:41:25,640 --&gt; 00:41:27,500\r\nflip side though. Sheila talked\r\n\r\n1314\r\n00:41:27,500 --&gt; 00:41:29,490\r\nabout the strategies that organizations\r\n\r\n1315\r\n00:41:29,490 --&gt; 00:41:31,270\r\nare taking to optimize the\r\n\r\n1316\r\n00:41:31,270 --&gt; 00:41:33,830\r\nworkplace environment in the current situation and\r\n\r\n1317\r\n00:41:33,830 --&gt; 00:41:35,840\r\ninto the future. And she\r\n\r\n1318\r\n00:41:35,840 --&gt; 00:41:37,510\r\nalso highlighted some things that\r\n\r\n1319\r\n00:41:37,510 --&gt; 00:41:38,990\r\nare really, really critical right\r\n\r\n1320\r\n00:41:38,990 --&gt; 00:41:40,610\r\nnow. Things like mental and\r\n\r\n1321\r\n00:41:40,960 --&gt; 00:41:43,770\r\nphysical health, activity programs. So\r\n\r\n1322\r\n00:41:43,770 --&gt; 00:41:45,140\r\nwhat's the impact that your\r\n\r\n1323\r\n00:41:45,140 --&gt; 00:41:46,110\r\ncompany has seen in your\r\n\r\n1324\r\n00:41:46,110 --&gt; 00:41:48,150\r\nemployees from that perspective, particularly\r\n\r\n1325\r\n00:41:48,150 --&gt; 00:41:49,910\r\nagents, obviously agents and supervisors\r\n\r\n1326\r\n00:41:50,310 --&gt; 00:41:52,030\r\nin terms of wellness and what are some of the\r\n\r\n1327\r\n00:41:52,030 --&gt; 00:41:54,500\r\nactions that your organization is taking\r\n\r\n1328\r\n00:41:54,500 --&gt; 00:41:56,580\r\nor is considering in terms\r\n\r\n1329\r\n00:41:56,580 --&gt; 00:42:00,740\r\nof wellness? I really appreciate\r\n\r\n1330\r\n00:42:00,740 --&gt; 00:42:01,850\r\nSheila speaking about that and\r\n\r\n1331\r\n00:42:01,850 --&gt; 00:42:03,230\r\nbringing it up because I\r\n\r\n1332\r\n00:42:03,230 --&gt; 00:42:04,160\r\nsee this as a valid\r\n\r\n1333\r\n00:42:04,160 --&gt; 00:42:06,580\r\nconcern. I was discussing with\r\n\r\n1334\r\n00:42:06,580 --&gt; 00:42:07,520\r\nsome of my colleagues at\r\n\r\n1335\r\n00:42:07,520 --&gt; 00:42:08,710\r\nother companies just the other\r\n\r\n1336\r\n00:42:08,710 --&gt; 00:42:10,500\r\nday. And as a whole,\r\n\r\n1337\r\n00:42:10,700 --&gt; 00:42:12,200\r\nwe are seeing increases in\r\n\r\n1338\r\n00:42:12,200 --&gt; 00:42:14,040\r\npotential burnout and depression due\r\n\r\n1339\r\n00:42:14,040 --&gt; 00:42:15,450\r\nto this blurred line between\r\n\r\n1340\r\n00:42:15,450 --&gt; 00:42:17,900\r\nwork and home. So as\r\n\r\n1341\r\n00:42:17,900 --&gt; 00:42:19,470\r\na leadership team at eFinancial,\r\n\r\n1342\r\n00:42:19,920 --&gt; 00:42:21,050\r\nwe're getting ahead of this,\r\n\r\n1343\r\n00:42:21,340 --&gt; 00:42:22,470\r\nboth our CEO and our\r\n\r\n1344\r\n00:42:22,470 --&gt; 00:42:24,070\r\npresident have touched on this\r\n\r\n1345\r\n00:42:24,070 --&gt; 00:42:25,450\r\nin their company wide messaging.\r\n\r\n1346\r\n00:42:25,800 --&gt; 00:42:26,930\r\nAnd we're talking with our\r\n\r\n1347\r\n00:42:26,930 --&gt; 00:42:28,110\r\nmanagers to ensure that they're\r\n\r\n1348\r\n00:42:28,110 --&gt; 00:42:29,140\r\nlooking out for the signs\r\n\r\n1349\r\n00:42:29,140 --&gt; 00:42:31,230\r\nof stress that's present or\r\n\r\n1350\r\n00:42:31,230 --&gt; 00:42:32,320\r\ncould be present in their\r\n\r\n1351\r\n00:42:32,600 --&gt; 00:42:34,740\r\nemployees. eFinancial is also a\r\n\r\n1352\r\n00:42:34,740 --&gt; 00:42:36,210\r\nreally big believer in promoting\r\n\r\n1353\r\n00:42:36,400 --&gt; 00:42:37,950\r\ncompany culture and making a\r\n\r\n1354\r\n00:42:37,950 --&gt; 00:42:39,480\r\npositive work environment. And we\r\n\r\n1355\r\n00:42:39,480 --&gt; 00:42:41,520\r\ndecided that working from is not going to\r\n\r\n1356\r\n00:42:41,520 --&gt; 00:42:43,170\r\nchange that. Just last week\r\n\r\n1357\r\n00:42:43,170 --&gt; 00:42:44,600\r\nour eFly squad, that's our\r\n\r\n1358\r\n00:42:44,600 --&gt; 00:42:46,050\r\nculture team. They put together\r\n\r\n1359\r\n00:42:46,050 --&gt; 00:42:47,330\r\na company wide scavenger hunt\r\n\r\n1360\r\n00:42:47,370 --&gt; 00:42:49,100\r\ndesigned to increase employee face\r\n\r\n1361\r\n00:42:49,100 --&gt; 00:42:51,120\r\nto face communication over in one environment.\r\n\r\n1362\r\n00:42:51,150 --&gt; 00:42:53,290\r\nAnd that was very successful\r\n\r\n1363\r\n00:42:53,290 --&gt; 00:42:56,400\r\nas well. Yeah. Sheila anything\r\n\r\n1364\r\n00:42:56,640 --&gt; 00:42:57,930\r\nthat you would like to add on that topic?\r\n\r\n1365\r\n00:42:57,930 --&gt; 00:42:58,750\r\nI know that you're very\r\n\r\n1366\r\n00:42:58,750 --&gt; 00:42:59,810\r\npassionate about this and you\r\n\r\n1367\r\n00:42:59,810 --&gt; 00:43:00,470\r\nbrought it up for a\r\n\r\n1368\r\n00:43:00,470 --&gt; 00:43:02,410\r\nreason, so any additional thoughts\r\n\r\n1369\r\n00:43:02,410 --&gt; 00:43:04,880\r\non that? Yeah, the one\r\n\r\n1370\r\n00:43:04,920 --&gt; 00:43:06,270\r\nadditional thing that I think\r\n\r\n1371\r\n00:43:06,270 --&gt; 00:43:07,970\r\nis important for agents in\r\n\r\n1372\r\n00:43:07,970 --&gt; 00:43:09,640\r\nthis situation, and it also helps\r\n\r\n1373\r\n00:43:09,640 --&gt; 00:43:12,140\r\ncustomers is to re- look\r\n\r\n1374\r\n00:43:12,140 --&gt; 00:43:14,450\r\nat the empowerment of agents,\r\n\r\n1375\r\n00:43:14,850 --&gt; 00:43:16,430\r\nand what they're enabled to\r\n\r\n1376\r\n00:43:16,430 --&gt; 00:43:18,300\r\ndo. So when you're sitting\r\n\r\n1377\r\n00:43:18,300 --&gt; 00:43:19,770\r\nin an office, you can\r\n\r\n1378\r\n00:43:19,770 --&gt; 00:43:21,420\r\ngo to a supervisor, you\r\n\r\n1379\r\n00:43:21,420 --&gt; 00:43:22,660\r\ncan put a call on\r\n\r\n1380\r\n00:43:22,660 --&gt; 00:43:23,640\r\nhold and try and get\r\n\r\n1381\r\n00:43:23,640 --&gt; 00:43:25,860\r\na supervisor. It's not as\r\n\r\n1382\r\n00:43:25,860 --&gt; 00:43:27,010\r\neasy to do that when\r\n\r\n1383\r\n00:43:27,010 --&gt; 00:43:28,830\r\nyou're working from home. So\r\n\r\n1384\r\n00:43:29,010 --&gt; 00:43:31,980\r\nif there are levels like\r\n\r\n1385\r\n00:43:31,980 --&gt; 00:43:35,620\r\nin a financial situation where\r\n\r\n1386\r\n00:43:35,930 --&gt; 00:43:37,120\r\nagents are empowered to go\r\n\r\n1387\r\n00:43:37,120 --&gt; 00:43:37,960\r\nto a certain level and\r\n\r\n1388\r\n00:43:37,960 --&gt; 00:43:39,650\r\nnot beyond, maybe this is\r\n\r\n1389\r\n00:43:39,650 --&gt; 00:43:40,900\r\na time to re- look\r\n\r\n1390\r\n00:43:40,900 --&gt; 00:43:42,840\r\nat those levels. If there\r\n\r\n1391\r\n00:43:42,840 --&gt; 00:43:45,880\r\nare the types of refunds\r\n\r\n1392\r\n00:43:46,100 --&gt; 00:43:49,120\r\nthat are possible we may\r\n\r\n1393\r\n00:43:49,120 --&gt; 00:43:49,970\r\nwant to re- look at\r\n\r\n1394\r\n00:43:49,970 --&gt; 00:43:51,410\r\nthe level that an agent\r\n\r\n1395\r\n00:43:51,410 --&gt; 00:43:53,330\r\nis empowered to do that\r\n\r\n1396\r\n00:43:53,560 --&gt; 00:43:55,660\r\nbecause our customers are looking\r\n\r\n1397\r\n00:43:55,660 --&gt; 00:43:58,010\r\nfor more empathy. Our agents\r\n\r\n1398\r\n00:43:58,010 --&gt; 00:44:00,410\r\ndon't have the physical support\r\n\r\n1399\r\n00:44:00,410 --&gt; 00:44:01,340\r\nthey've had in the past.\r\n\r\n1400\r\n00:44:01,430 --&gt; 00:44:03,270\r\nAnd I think it's another area where\r\n\r\n1401\r\n00:44:03,370 --&gt; 00:44:05,310\r\nwe can make things smoother\r\n\r\n1402\r\n00:44:05,530 --&gt; 00:44:07,130\r\nby re- looking at our\r\n\r\n1403\r\n00:44:07,230 --&gt; 00:44:11,210\r\nguidelines. Yeah. Now, since we're\r\n\r\n1404\r\n00:44:11,210 --&gt; 00:44:13,270\r\non this topic and thinking\r\n\r\n1405\r\n00:44:13,270 --&gt; 00:44:15,250\r\nalso about the new normal\r\n\r\n1406\r\n00:44:15,290 --&gt; 00:44:17,920\r\nand what are the next\r\n\r\n1407\r\n00:44:17,920 --&gt; 00:44:20,310\r\nsteps, what's next. Paul let\r\n\r\n1408\r\n00:44:20,310 --&gt; 00:44:21,130\r\nme just go back to\r\n\r\n1409\r\n00:44:21,130 --&gt; 00:44:22,300\r\nyour first on this one.\r\n\r\n1410\r\n00:44:23,630 --&gt; 00:44:24,970\r\nSo I know that you and\r\n\r\n1411\r\n00:44:25,270 --&gt; 00:44:26,560\r\nyour organization are working on\r\n\r\n1412\r\n00:44:26,560 --&gt; 00:44:28,300\r\na back to work plan.\r\n\r\n1413\r\n00:44:28,620 --&gt; 00:44:29,530\r\nWould you share with us\r\n\r\n1414\r\n00:44:29,590 --&gt; 00:44:31,350\r\nwhat that looks like? And\r\n\r\n1415\r\n00:44:31,350 --&gt; 00:44:32,230\r\nI also understand that you\r\n\r\n1416\r\n00:44:32,230 --&gt; 00:44:33,660\r\nwere even considering implementing a\r\n\r\n1417\r\n00:44:33,660 --&gt; 00:44:35,790\r\npermanent working from home program\r\n\r\n1418\r\n00:44:35,790 --&gt; 00:44:36,910\r\nfor some of your agents. If this\r\n\r\n1419\r\n00:44:37,530 --&gt; 00:44:39,000\r\nis correct would you share\r\n\r\n1420\r\n00:44:39,000 --&gt; 00:44:39,610\r\na little bit more with\r\n\r\n1421\r\n00:44:39,610 --&gt; 00:44:41,970\r\nus on that? This is\r\n\r\n1422\r\n00:44:41,970 --&gt; 00:44:44,370\r\ncorrect. We are happily in\r\n\r\n1423\r\n00:44:44,370 --&gt; 00:44:45,580\r\nthe process of creating our\r\n\r\n1424\r\n00:44:45,580 --&gt; 00:44:46,820\r\nback to work plans. That's\r\n\r\n1425\r\n00:44:47,010 --&gt; 00:44:48,530\r\nan exciting period for us\r\n\r\n1426\r\n00:44:48,530 --&gt; 00:44:50,210\r\nright now, and we're exploring\r\n\r\n1427\r\n00:44:50,210 --&gt; 00:44:51,400\r\na lot of different options\r\n\r\n1428\r\n00:44:51,400 --&gt; 00:44:52,530\r\nsuch as what's it look\r\n\r\n1429\r\n00:44:52,530 --&gt; 00:44:54,120\r\nlike to have full or half\r\n\r\n1430\r\n00:44:54,120 --&gt; 00:44:57,730\r\nremote offers? What about flexible hours\r\n\r\n1431\r\n00:44:58,010 --&gt; 00:44:59,530\r\ndepending on role and tenure?\r\n\r\n1432\r\n00:44:59,970 --&gt; 00:45:01,180\r\nOne silver lining to this\r\n\r\n1433\r\n00:45:01,180 --&gt; 00:45:02,630\r\ncrisis is that we've learned\r\n\r\n1434\r\n00:45:02,630 --&gt; 00:45:04,480\r\nthat offering greater flexibility won't\r\n\r\n1435\r\n00:45:04,480 --&gt; 00:45:06,620\r\nnecessarily detract from our productivity.\r\n\r\n1436\r\n00:45:07,040 --&gt; 00:45:08,250\r\nAnd this can, and probably\r\n\r\n1437\r\n00:45:08,250 --&gt; 00:45:09,300\r\nwill become a factor in\r\n\r\n1438\r\n00:45:09,300 --&gt; 00:45:11,510\r\nour recruiting efforts nationwide. It\r\n\r\n1439\r\n00:45:11,510 --&gt; 00:45:12,610\r\nallows us to become more\r\n\r\n1440\r\n00:45:12,610 --&gt; 00:45:14,970\r\ngeographically agnostic for our agents,\r\n\r\n1441\r\n00:45:14,970 --&gt; 00:45:16,330\r\nfor our operations staff, for\r\n\r\n1442\r\n00:45:16,330 --&gt; 00:45:18,240\r\neverybody, because we now know\r\n\r\n1443\r\n00:45:18,240 --&gt; 00:45:19,350\r\nthat we have the capability to work\r\n\r\n1444\r\n00:45:19,900 --&gt; 00:45:23,020\r\nand produce from home. That's\r\n\r\n1445\r\n00:45:23,020 --&gt; 00:45:24,660\r\na great point. And I think, like I said,\r\n\r\n1446\r\n00:45:24,660 --&gt; 00:45:26,630\r\nwe're seeing this across the board, so\r\n\r\n1447\r\n00:45:26,630 --&gt; 00:45:27,820\r\nI would totally agree that\r\n\r\n1448\r\n00:45:27,970 --&gt; 00:45:29,240\r\nthis is something that, to\r\n\r\n1449\r\n00:45:29,240 --&gt; 00:45:30,360\r\nyour point that we thought\r\n\r\n1450\r\n00:45:30,360 --&gt; 00:45:32,340\r\nthe productivity could be affected,\r\n\r\n1451\r\n00:45:32,340 --&gt; 00:45:34,000\r\nbut reality is that it\r\n\r\n1452\r\n00:45:34,380 --&gt; 00:45:36,570\r\nis the opposite. Now Colin,\r\n\r\n1453\r\n00:45:37,190 --&gt; 00:45:38,120\r\nI wanted to also go\r\n\r\n1454\r\n00:45:38,120 --&gt; 00:45:39,800\r\nback to the perspective of\r\n\r\n1455\r\n00:45:39,800 --&gt; 00:45:40,980\r\nthe business per se, right?\r\n\r\n1456\r\n00:45:40,980 --&gt; 00:45:42,330\r\nSo you're in the retail\r\n\r\n1457\r\n00:45:42,330 --&gt; 00:45:44,010\r\nindustry and we know that\r\n\r\n1458\r\n00:45:44,010 --&gt; 00:45:46,140\r\neCommerce before this whole thing\r\n\r\n1459\r\n00:45:46,140 --&gt; 00:45:47,690\r\nhappened eCommerce was already in\r\n\r\n1460\r\n00:45:47,690 --&gt; 00:45:50,330\r\nthe path forward for the\r\n\r\n1461\r\n00:45:50,330 --&gt; 00:45:51,520\r\nretail industry. Right? And it's\r\n\r\n1462\r\n00:45:51,520 --&gt; 00:45:52,620\r\nrapidly increasing. And I think\r\n\r\n1463\r\n00:45:52,800 --&gt; 00:45:54,600\r\nthat obviously this is across\r\n\r\n1464\r\n00:45:54,610 --&gt; 00:45:56,130\r\nthe globe. But in this new\r\n\r\n1465\r\n00:45:56,130 --&gt; 00:45:59,230\r\nnormal from your perspective, is\r\n\r\n1466\r\n00:45:59,230 --&gt; 00:46:03,710\r\neCommerce becoming essential? What are\r\n\r\n1467\r\n00:46:03,710 --&gt; 00:46:04,850\r\nthe key elements that will\r\n\r\n1468\r\n00:46:04,850 --&gt; 00:46:06,720\r\nbe absolutely critical in succeeding\r\n\r\n1469\r\n00:46:06,720 --&gt; 00:46:08,100\r\nand even surviving in the\r\n\r\n1470\r\n00:46:08,100 --&gt; 00:46:11,620\r\neCommerce world? Yeah, absolutely. I\r\n\r\n1471\r\n00:46:11,620 --&gt; 00:46:13,430\r\nthink that eCommerce has been\r\n\r\n1472\r\n00:46:13,430 --&gt; 00:46:14,410\r\naround for quite some time,\r\n\r\n1473\r\n00:46:14,410 --&gt; 00:46:15,570\r\nbut in the new normal,\r\n\r\n1474\r\n00:46:15,570 --&gt; 00:46:16,390\r\nyou're going to have a\r\n\r\n1475\r\n00:46:16,390 --&gt; 00:46:17,510\r\nnew normal of eCommerce as\r\n\r\n1476\r\n00:46:17,510 --&gt; 00:46:19,060\r\nwell. You're going to have\r\n\r\n1477\r\n00:46:19,060 --&gt; 00:46:19,870\r\nto be stepping up your\r\n\r\n1478\r\n00:46:19,870 --&gt; 00:46:20,750\r\nservice levels. You're going to\r\n\r\n1479\r\n00:46:20,750 --&gt; 00:46:21,980\r\nbe having to step up\r\n\r\n1480\r\n00:46:21,980 --&gt; 00:46:23,090\r\nyour context. And I think\r\n\r\n1481\r\n00:46:23,090 --&gt; 00:46:23,900\r\nwe keep coming back to\r\n\r\n1482\r\n00:46:23,900 --&gt; 00:46:26,920\r\nthis the consumer who's going\r\n\r\n1483\r\n00:46:26,920 --&gt; 00:46:27,960\r\nto be a scarce commodity\r\n\r\n1484\r\n00:46:27,960 --&gt; 00:46:29,420\r\nbecause of the economic climate.\r\n\r\n1485\r\n00:46:29,830 --&gt; 00:46:30,940\r\nAnd they're going to want you to\r\n\r\n1486\r\n00:46:30,940 --&gt; 00:46:32,260\r\nhave context, and then we're going to want you\r\n\r\n1487\r\n00:46:32,260 --&gt; 00:46:33,470\r\nto understand who they are and what\r\n\r\n1488\r\n00:46:33,470 --&gt; 00:46:34,560\r\nthey need to do or where\r\n\r\n1489\r\n00:46:35,390 --&gt; 00:46:36,210\r\nthey need to be. So\r\n\r\n1490\r\n00:46:36,640 --&gt; 00:46:38,580\r\nwe will be accelerating conversations\r\n\r\n1491\r\n00:46:38,580 --&gt; 00:46:40,190\r\nwith Genesys around things like\r\n\r\n1492\r\n00:46:40,200 --&gt; 00:46:43,280\r\nAltocloud. And funny that we\r\n\r\n1493\r\n00:46:43,280 --&gt; 00:46:44,160\r\nwere talking about bot as\r\n\r\n1494\r\n00:46:44,160 --&gt; 00:46:45,230\r\nwell. So just making sure\r\n\r\n1495\r\n00:46:45,230 --&gt; 00:46:46,610\r\nthat a bot is not\r\n\r\n1496\r\n00:46:46,610 --&gt; 00:46:47,770\r\njust about call deflection, but\r\n\r\n1497\r\n00:46:47,770 --&gt; 00:46:49,350\r\nit's also about being able\r\n\r\n1498\r\n00:46:49,350 --&gt; 00:46:50,270\r\nto give context to an\r\n\r\n1499\r\n00:46:50,270 --&gt; 00:46:51,380\r\nagents as to what the\r\n\r\n1500\r\n00:46:51,380 --&gt; 00:46:52,770\r\ncustomer journey is from an\r\n\r\n1501\r\n00:46:52,770 --&gt; 00:46:55,130\r\neCommerce perspective. And then I\r\n\r\n1502\r\n00:46:55,130 --&gt; 00:46:56,530\r\nthink more from the brick\r\n\r\n1503\r\n00:46:56,530 --&gt; 00:46:58,530\r\nand mortar perspective especially being\r\n\r\n1504\r\n00:46:58,530 --&gt; 00:47:00,610\r\nin fashion, retail, eCommerce and\r\n\r\n1505\r\n00:47:00,610 --&gt; 00:47:02,650\r\nthe click and collect scenario,\r\n\r\n1506\r\n00:47:02,650 --&gt; 00:47:04,480\r\nespecially with fashion. People will\r\n\r\n1507\r\n00:47:04,480 --&gt; 00:47:05,330\r\nwant to come back and\r\n\r\n1508\r\n00:47:05,610 --&gt; 00:47:06,720\r\ncome into store to collect,\r\n\r\n1509\r\n00:47:07,130 --&gt; 00:47:08,620\r\nto try on garments and\r\n\r\n1510\r\n00:47:08,620 --&gt; 00:47:09,210\r\nto have a touch and\r\n\r\n1511\r\n00:47:09,210 --&gt; 00:47:12,110\r\nfeel of these things. So the\r\n\r\n1512\r\n00:47:12,110 --&gt; 00:47:13,530\r\nlast mile of the eCommerce journey\r\n\r\n1513\r\n00:47:13,650 --&gt; 00:47:14,700\r\nis also quite important to\r\n\r\n1514\r\n00:47:14,700 --&gt; 00:47:16,300\r\nus where potentially there'll be\r\n\r\n1515\r\n00:47:16,300 --&gt; 00:47:17,900\r\npaying in store. Maybe they\r\n\r\n1516\r\n00:47:17,900 --&gt; 00:47:18,850\r\ndon't want to be parting\r\n\r\n1517\r\n00:47:18,850 --&gt; 00:47:20,430\r\naway with cash anymore. They\r\n\r\n1518\r\n00:47:20,430 --&gt; 00:47:22,240\r\nmight want to contact as payment methods\r\n\r\n1519\r\n00:47:22,480 --&gt; 00:47:23,470\r\nsuch as Apple Pay or\r\n\r\n1520\r\n00:47:23,520 --&gt; 00:47:25,310\r\nSamsung Pay or QR codes.\r\n\r\n1521\r\n00:47:25,940 --&gt; 00:47:27,340\r\nSo the entire ecosystem around\r\n\r\n1522\r\n00:47:27,340 --&gt; 00:47:29,330\r\neCommerce is going to shift,\r\n\r\n1523\r\n00:47:29,330 --&gt; 00:47:30,870\r\nbut I do think that the fundamental\r\n\r\n1524\r\n00:47:30,870 --&gt; 00:47:32,740\r\nthread will be using things\r\n\r\n1525\r\n00:47:32,740 --&gt; 00:47:34,300\r\nlike Altocloud to give you customer\r\n\r\n1526\r\n00:47:34,300 --&gt; 00:47:35,410\r\ncontext and help you drive\r\n\r\n1527\r\n00:47:35,410 --&gt; 00:47:40,030\r\ntheir sales numbers. Right. I\r\n\r\n1528\r\n00:47:40,030 --&gt; 00:47:44,620\r\nthink what this tells us is that again, Sheila made this comment\r\n\r\n1529\r\n00:47:44,620 --&gt; 00:47:46,340\r\nat the very beginning. The new\r\n\r\n1530\r\n00:47:46,340 --&gt; 00:47:48,240\r\nnormal based on what the\r\n\r\n1531\r\n00:47:48,240 --&gt; 00:47:49,340\r\nexperience that we're going through\r\n\r\n1532\r\n00:47:49,340 --&gt; 00:47:50,630\r\nright now, as challenging as\r\n\r\n1533\r\n00:47:50,630 --&gt; 00:47:51,670\r\nit is, is also making us see things\r\n\r\n1534\r\n00:47:52,390 --&gt; 00:47:53,450\r\nin a very different way.\r\n\r\n1535\r\n00:47:53,450 --&gt; 00:47:55,400\r\nSo, Sheila, I'm going to ask\r\n\r\n1536\r\n00:47:55,400 --&gt; 00:47:56,730\r\nyou the million dollar question,\r\n\r\n1537\r\n00:47:56,950 --&gt; 00:47:59,670\r\nright. How will contact centers\r\n\r\n1538\r\n00:47:59,780 --&gt; 00:48:01,760\r\nbecome more essential in this\r\n\r\n1539\r\n00:48:02,010 --&gt; 00:48:03,830\r\nnew normal from your perspective?\r\n\r\n1540\r\n00:48:05,200 --&gt; 00:48:07,620\r\nSo if you would bring\r\n\r\n1541\r\n00:48:07,620 --&gt; 00:48:10,810\r\nup my last slide. No,\r\n\r\n1542\r\n00:48:11,220 --&gt; 00:48:12,480\r\nwe'll bring that up in\r\n\r\n1543\r\n00:48:12,480 --&gt; 00:48:14,280\r\na second. Nevermind. Okay. So\r\n\r\n1544\r\n00:48:14,280 --&gt; 00:48:15,370\r\nnew normal, what does it\r\n\r\n1545\r\n00:48:15,370 --&gt; 00:48:16,640\r\nlook like? And I'd like\r\n\r\n1546\r\n00:48:16,640 --&gt; 00:48:17,660\r\nto talk about it from\r\n\r\n1547\r\n00:48:17,660 --&gt; 00:48:19,460\r\ntwo perspectives. Let's first talk about\r\n\r\n1548\r\n00:48:19,670 --&gt; 00:48:21,540\r\nthe agent perspective and Colin\r\n\r\n1549\r\n00:48:21,540 --&gt; 00:48:23,380\r\nand Paul have already started\r\n\r\n1550\r\n00:48:23,480 --&gt; 00:48:25,660\r\ntalking about this. But I\r\n\r\n1551\r\n00:48:25,660 --&gt; 00:48:27,560\r\nthink it goes even further\r\n\r\n1552\r\n00:48:27,560 --&gt; 00:48:28,370\r\nthan we're going to be\r\n\r\n1553\r\n00:48:28,370 --&gt; 00:48:29,860\r\nable to have more work\r\n\r\n1554\r\n00:48:29,860 --&gt; 00:48:31,280\r\nfrom home agents because we\r\n\r\n1555\r\n00:48:31,390 --&gt; 00:48:33,260\r\nproved the case now, right?\r\n\r\n1556\r\n00:48:33,550 --&gt; 00:48:34,970\r\nThe technology has always been there\r\n\r\n1557\r\n00:48:34,970 --&gt; 00:48:36,430\r\nto do it, but there's been\r\n\r\n1558\r\n00:48:36,450 --&gt; 00:48:38,700\r\nsome reticence on the part\r\n\r\n1559\r\n00:48:38,700 --&gt; 00:48:40,920\r\nof companies sometimes. I think\r\n\r\n1560\r\n00:48:40,920 --&gt; 00:48:42,370\r\nit also now begins to\r\n\r\n1561\r\n00:48:42,370 --&gt; 00:48:45,440\r\nimpact our hiring guidelines in\r\n\r\n1562\r\n00:48:45,440 --&gt; 00:48:47,260\r\na positive way. So one\r\n\r\n1563\r\n00:48:47,260 --&gt; 00:48:48,040\r\nof the things we'll look\r\n\r\n1564\r\n00:48:48,040 --&gt; 00:48:50,040\r\nfor is someone who does\r\n\r\n1565\r\n00:48:50,040 --&gt; 00:48:51,410\r\nhave an environment at home\r\n\r\n1566\r\n00:48:51,550 --&gt; 00:48:52,830\r\nthat will allow them to\r\n\r\n1567\r\n00:48:52,830 --&gt; 00:48:55,670\r\nwork from home. We also\r\n\r\n1568\r\n00:48:55,670 --&gt; 00:48:57,110\r\nwant to be able to\r\n\r\n1569\r\n00:48:57,750 --&gt; 00:49:00,060\r\nnow give much more flexible\r\n\r\n1570\r\n00:49:00,060 --&gt; 00:49:01,630\r\nschedules than perhaps we were\r\n\r\n1571\r\n00:49:01,630 --&gt; 00:49:02,810\r\nable to offer in the\r\n\r\n1572\r\n00:49:02,810 --&gt; 00:49:04,270\r\npast. So it could be\r\n\r\n1573\r\n00:49:04,270 --&gt; 00:49:05,430\r\nthat somebody wanted to work\r\n\r\n1574\r\n00:49:05,430 --&gt; 00:49:07,140\r\nfor you, but they couldn't\r\n\r\n1575\r\n00:49:07,140 --&gt; 00:49:09,160\r\nwork 9: 00 to 5:\r\n\r\n1576\r\n00:49:09,160 --&gt; 00:49:11,610\r\n00 or the 2:00 to 10: 00\r\n\r\n1577\r\n00:49:11,610 --&gt; 00:49:13,480\r\nshifts that you wanted. And\r\n\r\n1578\r\n00:49:13,480 --&gt; 00:49:14,830\r\nnow if you enable that\r\n\r\n1579\r\n00:49:14,830 --&gt; 00:49:15,820\r\nas a work from home,\r\n\r\n1580\r\n00:49:15,960 --&gt; 00:49:17,860\r\nsuddenly it opens up the\r\n\r\n1581\r\n00:49:17,860 --&gt; 00:49:19,500\r\npossibilities to a workforce that\r\n\r\n1582\r\n00:49:19,500 --&gt; 00:49:20,370\r\nmay not have been able\r\n\r\n1583\r\n00:49:20,370 --&gt; 00:49:21,150\r\nto work with you in\r\n\r\n1584\r\n00:49:21,150 --&gt; 00:49:22,760\r\nthe past. Right? So I\r\n\r\n1585\r\n00:49:22,760 --&gt; 00:49:24,890\r\nthink this is a very positive\r\n\r\n1586\r\n00:49:24,890 --&gt; 00:49:27,500\r\nchanges for agents and for\r\n\r\n1587\r\n00:49:27,620 --&gt; 00:49:30,410\r\nretention of workforce and finding\r\n\r\n1588\r\n00:49:30,440 --&gt; 00:49:32,260\r\nnew talent that come out\r\n\r\n1589\r\n00:49:32,300 --&gt; 00:49:34,100\r\nof this and that become\r\n\r\n1590\r\n00:49:34,260 --&gt; 00:49:37,330\r\nthe new normal. And then\r\n\r\n1591\r\n00:49:37,900 --&gt; 00:49:40,200\r\nColin and Paul both mentioned\r\n\r\n1592\r\n00:49:40,200 --&gt; 00:49:43,050\r\nthis and artificial intelligence I\r\n\r\n1593\r\n00:49:43,050 --&gt; 00:49:45,600\r\nthink comes out of this\r\n\r\n1594\r\n00:49:45,600 --&gt; 00:49:48,100\r\ninitial pandemic smelling like a\r\n\r\n1595\r\n00:49:48,100 --&gt; 00:49:49,390\r\nrose. Let's put it that\r\n\r\n1596\r\n00:49:49,450 --&gt; 00:49:51,460\r\nway. If we could say\r\n\r\n1597\r\n00:49:51,460 --&gt; 00:49:58,470\r\nthat invention that... I've lost\r\n\r\n1598\r\n00:49:58,470 --&gt; 00:49:59,810\r\nmy train of thought. Invention or\r\n\r\n1599\r\n00:49:59,810 --&gt; 00:50:03,590\r\nwhatever. I think we're going\r\n\r\n1600\r\n00:50:03,590 --&gt; 00:50:06,530\r\nto have more innovation come\r\n\r\n1601\r\n00:50:06,530 --&gt; 00:50:09,810\r\nforward into our general everyday\r\n\r\n1602\r\n00:50:09,880 --&gt; 00:50:12,740\r\noperations, much more quickly than\r\n\r\n1603\r\n00:50:12,740 --&gt; 00:50:13,870\r\nwe thought that we would\r\n\r\n1604\r\n00:50:13,870 --&gt; 00:50:16,140\r\nhave. And I think the\r\n\r\n1605\r\n00:50:16,140 --&gt; 00:50:18,700\r\nreason is that think about\r\n\r\n1606\r\n00:50:18,700 --&gt; 00:50:21,560\r\nthose States that are suddenly\r\n\r\n1607\r\n00:50:21,560 --&gt; 00:50:22,690\r\nusing a bot on their\r\n\r\n1608\r\n00:50:22,690 --&gt; 00:50:24,330\r\nwebsite. And if you would\r\n\r\n1609\r\n00:50:24,350 --&gt; 00:50:25,570\r\nask them three months ago\r\n\r\n1610\r\n00:50:25,570 --&gt; 00:50:27,810\r\nabout using artificial intelligence, they\r\n\r\n1611\r\n00:50:27,810 --&gt; 00:50:28,520\r\nwould have looked at you\r\n\r\n1612\r\n00:50:28,520 --&gt; 00:50:30,010\r\nlike you were crazy, but\r\n\r\n1613\r\n00:50:30,010 --&gt; 00:50:31,300\r\nthey needed to do it\r\n\r\n1614\r\n00:50:31,830 --&gt; 00:50:34,150\r\nto necessity. It's not just\r\n\r\n1615\r\n00:50:34,150 --&gt; 00:50:35,440\r\nthe mother of invention. It's\r\n\r\n1616\r\n00:50:35,440 --&gt; 00:50:37,190\r\nthe mother of innovation. That\r\n\r\n1617\r\n00:50:37,190 --&gt; 00:50:37,980\r\nwas the phrase that I\r\n\r\n1618\r\n00:50:37,980 --&gt; 00:50:40,750\r\nwanted to use. Right. I\r\n\r\n1619\r\n00:50:40,750 --&gt; 00:50:42,180\r\nthink what we're finding here\r\n\r\n1620\r\n00:50:42,180 --&gt; 00:50:43,930\r\nis that companies are looking\r\n\r\n1621\r\n00:50:43,930 --&gt; 00:50:45,240\r\nback at some of those\r\n\r\n1622\r\n00:50:45,240 --&gt; 00:50:47,990\r\nartificial intelligence solutions and products\r\n\r\n1623\r\n00:50:48,320 --&gt; 00:50:50,220\r\nlike was discussed here. Well,\r\n\r\n1624\r\n00:50:50,220 --&gt; 00:50:52,220\r\nwe thought about Altocloud, but\r\n\r\n1625\r\n00:50:52,860 --&gt; 00:50:54,440\r\nthis wasn't the time or\r\n\r\n1626\r\n00:50:54,440 --&gt; 00:50:56,500\r\nit wasn't the highest priority.\r\n\r\n1627\r\n00:50:56,900 --&gt; 00:50:58,070\r\nAnd suddenly we say, wait\r\n\r\n1628\r\n00:50:58,070 --&gt; 00:50:59,440\r\na minute, in this new\r\n\r\n1629\r\n00:50:59,440 --&gt; 00:51:01,270\r\nnormal things that were out\r\n\r\n1630\r\n00:51:01,270 --&gt; 00:51:02,720\r\nthere are now going to\r\n\r\n1631\r\n00:51:02,720 --&gt; 00:51:04,910\r\nbecome part of everyday life.\r\n\r\n1632\r\n00:51:05,630 --&gt; 00:51:06,530\r\nSo I think those two\r\n\r\n1633\r\n00:51:06,530 --&gt; 00:51:08,250\r\nthings from a technology point\r\n\r\n1634\r\n00:51:08,250 --&gt; 00:51:09,650\r\nof view, I think artificial\r\n\r\n1635\r\n00:51:09,650 --&gt; 00:51:11,860\r\nintelligence is going to see a\r\n\r\n1636\r\n00:51:11,860 --&gt; 00:51:14,210\r\nbump in adoption. We're going\r\n\r\n1637\r\n00:51:14,300 --&gt; 00:51:15,540\r\nto see that move from\r\n\r\n1638\r\n00:51:15,730 --&gt; 00:51:18,060\r\nproof of concept to roll\r\n\r\n1639\r\n00:51:18,060 --&gt; 00:51:20,630\r\nout happen much more quickly\r\n\r\n1640\r\n00:51:20,740 --&gt; 00:51:22,530\r\nthan we would've expected three\r\n\r\n1641\r\n00:51:22,530 --&gt; 00:51:23,900\r\nmonths ago. And I think\r\n\r\n1642\r\n00:51:23,900 --&gt; 00:51:25,070\r\nwe have an opportunity to\r\n\r\n1643\r\n00:51:25,070 --&gt; 00:51:27,450\r\nrevisit how we hire, how\r\n\r\n1644\r\n00:51:27,450 --&gt; 00:51:29,600\r\nwe train, and the kind\r\n\r\n1645\r\n00:51:29,600 --&gt; 00:51:31,490\r\nof shifts we offer with\r\n\r\n1646\r\n00:51:31,490 --&gt; 00:51:34,140\r\nthat kind of agent workforce\r\n\r\n1647\r\n00:51:34,140 --&gt; 00:51:36,090\r\nflexibility that agents have been looking\r\n\r\n1648\r\n00:51:36,090 --&gt; 00:51:37,440\r\nfor. I think we're closer\r\n\r\n1649\r\n00:51:37,440 --&gt; 00:51:40,900\r\nnow to understanding that notion\r\n\r\n1650\r\n00:51:40,900 --&gt; 00:51:43,020\r\nof a gig agent, we\r\n\r\n1651\r\n00:51:43,020 --&gt; 00:51:44,380\r\ncan supply that inside our\r\n\r\n1652\r\n00:51:44,380 --&gt; 00:51:45,940\r\ncontact center. And we didn't\r\n\r\n1653\r\n00:51:45,940 --&gt; 00:51:48,550\r\nrealize that we could. Yeah,\r\n\r\n1654\r\n00:51:49,030 --&gt; 00:51:50,350\r\nI love that AI is\r\n\r\n1655\r\n00:51:50,350 --&gt; 00:51:51,210\r\ngoing to be smelling like\r\n\r\n1656\r\n00:51:51,210 --&gt; 00:51:52,290\r\na rose, I think that\r\n\r\n1657\r\n00:51:52,290 --&gt; 00:51:54,560\r\nthat's a quote that has been for the\r\n\r\n1658\r\n00:51:54,560 --&gt; 00:51:56,680\r\nposterity. But just a quick\r\n\r\n1659\r\n00:51:56,850 --&gt; 00:51:58,610\r\nclarification for those in the audience that\r\n\r\n1660\r\n00:51:58,690 --&gt; 00:51:59,370\r\nmay not be familiar with Altocloud. That's\r\n\r\n1661\r\n00:52:00,080 --&gt; 00:52:02,060\r\na pretty good engagement solution\r\n\r\n1662\r\n00:52:02,060 --&gt; 00:52:03,610\r\nthat we have at Genesys really\r\n\r\n1663\r\n00:52:03,610 --&gt; 00:52:04,760\r\nallows you to understand the\r\n\r\n1664\r\n00:52:04,760 --&gt; 00:52:06,190\r\nintent of the customer. And then\r\n\r\n1665\r\n00:52:07,110 --&gt; 00:52:08,700\r\ndetermine what's the right resource\r\n\r\n1666\r\n00:52:09,640 --&gt; 00:52:10,900\r\nto serve that need at\r\n\r\n1667\r\n00:52:10,900 --&gt; 00:52:12,700\r\nthat point. Which again speaks\r\n\r\n1668\r\n00:52:12,700 --&gt; 00:52:15,300\r\nabout how artificial intelligence can\r\n\r\n1669\r\n00:52:15,300 --&gt; 00:52:17,500\r\ntruly be part of our\r\n\r\n1670\r\n00:52:17,500 --&gt; 00:52:19,340\r\nempathy in terms of the customer\r\n\r\n1671\r\n00:52:19,340 --&gt; 00:52:22,580\r\nexperience strategy. Now, coming to\r\n\r\n1672\r\n00:52:23,200 --&gt; 00:52:24,080\r\nthe time and so I\r\n\r\n1673\r\n00:52:24,080 --&gt; 00:52:25,550\r\nwould like to maybe starting\r\n\r\n1674\r\n00:52:25,550 --&gt; 00:52:27,510\r\nwith Paul and Colin. Each\r\n\r\n1675\r\n00:52:27,510 --&gt; 00:52:30,530\r\nof you would please share\r\n\r\n1676\r\n00:52:31,110 --&gt; 00:52:33,410\r\ngiven all this situation, what's\r\n\r\n1677\r\n00:52:33,410 --&gt; 00:52:35,410\r\nthe biggest lesson learned during\r\n\r\n1678\r\n00:52:35,410 --&gt; 00:52:37,240\r\nthis unprecedented time? Paul, I'll\r\n\r\n1679\r\n00:52:37,240 --&gt; 00:52:41,560\r\nstart with you. Sure. I\r\n\r\n1680\r\n00:52:41,560 --&gt; 00:52:43,130\r\nguess this current crisis has\r\n\r\n1681\r\n00:52:43,130 --&gt; 00:52:45,770\r\nreally reinforced my existing belief\r\n\r\n1682\r\n00:52:45,770 --&gt; 00:52:46,910\r\nin the importance of cloud\r\n\r\n1683\r\n00:52:46,910 --&gt; 00:52:49,710\r\nservices and distributed platforms. Had\r\n\r\n1684\r\n00:52:49,710 --&gt; 00:52:51,060\r\nwe not made that strategic\r\n\r\n1685\r\n00:52:51,060 --&gt; 00:52:52,080\r\ndecision to move to the\r\n\r\n1686\r\n00:52:52,080 --&gt; 00:52:53,620\r\ncloud when we did the\r\n\r\n1687\r\n00:52:53,620 --&gt; 00:52:54,830\r\noutcome right now will look\r\n\r\n1688\r\n00:52:54,850 --&gt; 00:52:56,350\r\nvery different for eFinancial as\r\n\r\n1689\r\n00:52:56,350 --&gt; 00:52:58,380\r\na company. As Sheila discussed,\r\n\r\n1690\r\n00:52:58,380 --&gt; 00:52:59,220\r\nI think that we're going\r\n\r\n1691\r\n00:52:59,220 --&gt; 00:53:02,090\r\nto see increased prioritization in\r\n\r\n1692\r\n00:53:02,090 --&gt; 00:53:04,210\r\ncloud computing and cloud services\r\n\r\n1693\r\n00:53:04,210 --&gt; 00:53:05,570\r\npost- COVID. So that would probably be\r\n\r\n1694\r\n00:53:05,570 --&gt; 00:53:08,670\r\nmy biggest takeaway. Thank you Paul. Colin your biggest lesson learned?\r\n\r\n1695\r\n00:53:12,900 --&gt; 00:53:14,430\r\nYeah, I absolutely agree with\r\n\r\n1696\r\n00:53:14,430 --&gt; 00:53:15,230\r\nPaul. I think we've been\r\n\r\n1697\r\n00:53:15,230 --&gt; 00:53:16,130\r\ntalking about a route to\r\n\r\n1698\r\n00:53:16,130 --&gt; 00:53:17,170\r\ncloud for quite some time,\r\n\r\n1699\r\n00:53:17,360 --&gt; 00:53:18,480\r\nand I think a lot\r\n\r\n1700\r\n00:53:18,480 --&gt; 00:53:20,840\r\nof companies and the CEO's\r\n\r\n1701\r\n00:53:20,840 --&gt; 00:53:22,440\r\nwill be accelerating those discussions.\r\n\r\n1702\r\n00:53:22,440 --&gt; 00:53:24,380\r\nBut I think the biggest\r\n\r\n1703\r\n00:53:24,400 --&gt; 00:53:26,090\r\nlearning so far is make\r\n\r\n1704\r\n00:53:26,090 --&gt; 00:53:26,750\r\nsure that you've got the\r\n\r\n1705\r\n00:53:26,750 --&gt; 00:53:28,990\r\ntools to communicate as effectively\r\n\r\n1706\r\n00:53:28,990 --&gt; 00:53:30,430\r\nas you can, both with your\r\n\r\n1707\r\n00:53:30,430 --&gt; 00:53:31,590\r\ncustomers, but also with your\r\n\r\n1708\r\n00:53:31,590 --&gt; 00:53:34,290\r\nemployees. It's just so critical\r\n\r\n1709\r\n00:53:34,290 --&gt; 00:53:35,170\r\nat this time that people\r\n\r\n1710\r\n00:53:35,170 --&gt; 00:53:36,750\r\nknow that you're there. They\r\n\r\n1711\r\n00:53:36,750 --&gt; 00:53:37,480\r\ncan reach out on the\r\n\r\n1712\r\n00:53:37,480 --&gt; 00:53:39,610\r\nchannel of their choice and\r\n\r\n1713\r\n00:53:39,610 --&gt; 00:53:42,050\r\nmake sure that that communication is frictionless\r\n\r\n1714\r\n00:53:42,050 --&gt; 00:53:43,960\r\nand their processes frictionless. So\r\n\r\n1715\r\n00:53:43,960 --&gt; 00:53:45,520\r\ndefinitely looking to, again, bringing\r\n\r\n1716\r\n00:53:45,520 --&gt; 00:53:47,260\r\nthose communication mechanisms into one\r\n\r\n1717\r\n00:53:47,570 --&gt; 00:53:48,720\r\nspot and then making sure that\r\n\r\n1718\r\n00:53:48,720 --&gt; 00:53:50,050\r\nyou've got the flexibility of\r\n\r\n1719\r\n00:53:50,050 --&gt; 00:53:52,240\r\nthings like cloud payments to\r\n\r\n1720\r\n00:53:52,240 --&gt; 00:53:54,220\r\nreally engage and capitalize on\r\n\r\n1721\r\n00:53:54,580 --&gt; 00:53:55,710\r\nsome of these opportunities that\r\n\r\n1722\r\n00:53:56,070 --&gt; 00:53:57,090\r\nthis type of pandemic can\r\n\r\n1723\r\n00:53:57,090 --&gt; 00:54:01,020\r\npresent. Thank you Colin. And\r\n\r\n1724\r\n00:54:01,020 --&gt; 00:54:02,130\r\nSheila going to you. Would\r\n\r\n1725\r\n00:54:02,130 --&gt; 00:54:03,340\r\nyou share your final thoughts\r\n\r\n1726\r\n00:54:03,340 --&gt; 00:54:04,660\r\non the new normal and\r\n\r\n1727\r\n00:54:04,660 --&gt; 00:54:08,670\r\nredefining business continually? And now\r\n\r\n1728\r\n00:54:08,670 --&gt; 00:54:09,540\r\nyou can bring up my\r\n\r\n1729\r\n00:54:09,540 --&gt; 00:54:11,600\r\nfinal slide Barbara if you\r\n\r\n1730\r\n00:54:11,600 --&gt; 00:54:15,280\r\nwould. Thank you. So this\r\n\r\n1731\r\n00:54:15,280 --&gt; 00:54:17,490\r\nslide is a picture of\r\n\r\n1732\r\n00:54:17,490 --&gt; 00:54:18,810\r\nAndy Jassy, who is the\r\n\r\n1733\r\n00:54:18,810 --&gt; 00:54:21,900\r\nCEO of AWS. And it\r\n\r\n1734\r\n00:54:21,900 --&gt; 00:54:24,570\r\nwas the notes there are\r\n\r\n1735\r\n00:54:24,570 --&gt; 00:54:26,770\r\ntaken from his keynote speech\r\n\r\n1736\r\n00:54:27,050 --&gt; 00:54:29,160\r\nat The Reinvent Conference in\r\n\r\n1737\r\n00:54:29,160 --&gt; 00:54:31,040\r\nNovember. And so he's a\r\n\r\n1738\r\n00:54:31,040 --&gt; 00:54:33,600\r\npretty prescient guy. He has\r\n\r\n1739\r\n00:54:33,600 --&gt; 00:54:34,410\r\na notion of where the\r\n\r\n1740\r\n00:54:34,410 --&gt; 00:54:35,860\r\nworld is going and even\r\n\r\n1741\r\n00:54:35,860 --&gt; 00:54:37,700\r\nnot knowing that there was\r\n\r\n1742\r\n00:54:37,760 --&gt; 00:54:40,180\r\na pandemic coming. He understood\r\n\r\n1743\r\n00:54:40,180 --&gt; 00:54:40,880\r\nthat the way that the\r\n\r\n1744\r\n00:54:40,880 --&gt; 00:54:42,000\r\nworld was going, maybe it's\r\n\r\n1745\r\n00:54:42,000 --&gt; 00:54:43,500\r\ngoing to go there more\r\n\r\n1746\r\n00:54:43,500 --&gt; 00:54:45,340\r\nquickly now, but what he\r\n\r\n1747\r\n00:54:45,340 --&gt; 00:54:46,920\r\nsaid and really rang true\r\n\r\n1748\r\n00:54:46,920 --&gt; 00:54:49,380\r\nfor me was companies today,\r\n\r\n1749\r\n00:54:49,940 --&gt; 00:54:51,120\r\nor either born in the\r\n\r\n1750\r\n00:54:51,120 --&gt; 00:54:55,930\r\ncloud, companies like Netflix and\r\n\r\n1751\r\n00:54:56,270 --&gt; 00:55:00,660\r\nAirbnb and Uber. Or they\r\n\r\n1752\r\n00:55:00,660 --&gt; 00:55:02,480\r\nneed to be reborn in\r\n\r\n1753\r\n00:55:02,480 --&gt; 00:55:03,850\r\nthe cloud. And if we\r\n\r\n1754\r\n00:55:03,850 --&gt; 00:55:06,250\r\nthink about eFinance if we think about\r\n\r\n1755\r\n00:55:06,560 --&gt; 00:55:09,500\r\nMr Price, they are re-\r\n\r\n1756\r\n00:55:09,500 --&gt; 00:55:11,610\r\nbuilding their businesses in the\r\n\r\n1757\r\n00:55:11,610 --&gt; 00:55:13,620\r\ncloud. They're taking their contact\r\n\r\n1758\r\n00:55:13,620 --&gt; 00:55:15,370\r\ncenter agents and moving them\r\n\r\n1759\r\n00:55:15,370 --&gt; 00:55:17,440\r\nto cloud based solutions. They're\r\n\r\n1760\r\n00:55:17,440 --&gt; 00:55:19,960\r\nthinking about digital kinds of\r\n\r\n1761\r\n00:55:19,960 --&gt; 00:55:21,670\r\ninteractions and making those available\r\n\r\n1762\r\n00:55:21,670 --&gt; 00:55:23,330\r\nto their customers. Because in order\r\n\r\n1763\r\n00:55:23,330 --&gt; 00:55:25,430\r\nto compete with those born\r\n\r\n1764\r\n00:55:25,430 --&gt; 00:55:26,890\r\nin the cloud companies, they\r\n\r\n1765\r\n00:55:26,890 --&gt; 00:55:29,640\r\nhave to rebuild themselves in\r\n\r\n1766\r\n00:55:29,640 --&gt; 00:55:32,100\r\nthe cloud. Another thing that\r\n\r\n1767\r\n00:55:32,100 --&gt; 00:55:33,110\r\nAndy said that I think\r\n\r\n1768\r\n00:55:33,330 --&gt; 00:55:35,030\r\nis also so relevant and\r\n\r\n1769\r\n00:55:35,030 --&gt; 00:55:37,620\r\nreally rang true, knowing what\r\n\r\n1770\r\n00:55:37,620 --&gt; 00:55:39,410\r\nGenesys is now doing is\r\n\r\n1771\r\n00:55:39,410 --&gt; 00:55:41,410\r\nthe notion that a multi- cloud\r\n\r\n1772\r\n00:55:41,690 --&gt; 00:55:43,830\r\nis a legitimate conversation. So\r\n\r\n1773\r\n00:55:43,830 --&gt; 00:55:45,090\r\nwhat does that mean? So\r\n\r\n1774\r\n00:55:45,090 --&gt; 00:55:46,760\r\nAndy clearly is in charge\r\n\r\n1775\r\n00:55:46,760 --&gt; 00:55:48,500\r\nof the public cloud that\r\n\r\n1776\r\n00:55:48,500 --&gt; 00:55:49,750\r\nGenesys cloud is built on\r\n\r\n1777\r\n00:55:50,350 --&gt; 00:55:53,070\r\nAWS, but not every company\r\n\r\n1778\r\n00:55:53,070 --&gt; 00:55:55,600\r\nand every business is necessarily\r\n\r\n1779\r\n00:55:55,600 --&gt; 00:55:57,080\r\ngoing to want all of\r\n\r\n1780\r\n00:55:57,080 --&gt; 00:55:58,540\r\ntheir computing coming out of\r\n\r\n1781\r\n00:55:58,980 --&gt; 00:56:00,440\r\nAWS. There are others who are going to\r\n\r\n1782\r\n00:56:00,840 --&gt; 00:56:03,070\r\nwant choices from Microsoft Azure\r\n\r\n1783\r\n00:56:03,690 --&gt; 00:56:05,210\r\nor choices of their own\r\n\r\n1784\r\n00:56:05,230 --&gt; 00:56:09,220\r\nIBM cloud or other clouds.\r\n\r\n1785\r\n00:56:09,480 --&gt; 00:56:10,760\r\nAnd so Genesys is now\r\n\r\n1786\r\n00:56:10,760 --&gt; 00:56:12,670\r\nworking and the team that\r\n\r\n1787\r\n00:56:12,670 --&gt; 00:56:14,790\r\nBarry O'Sullivan heads on how\r\n\r\n1788\r\n00:56:14,790 --&gt; 00:56:17,460\r\ndo we make the best\r\n\r\n1789\r\n00:56:17,460 --&gt; 00:56:19,460\r\nof Genesys available, the best\r\n\r\n1790\r\n00:56:19,460 --&gt; 00:56:21,950\r\ninnovation of Genesys cloud available\r\n\r\n1791\r\n00:56:21,950 --&gt; 00:56:24,250\r\nin a multi- cloud scenario\r\n\r\n1792\r\n00:56:24,450 --&gt; 00:56:26,080\r\nfor those customers. And so,\r\n\r\n1793\r\n00:56:26,320 --&gt; 00:56:27,340\r\nto me, it was very\r\n\r\n1794\r\n00:56:27,760 --&gt; 00:56:31,590\r\nrefreshing to hear, Jassy say,\r\n\r\n1795\r\n00:56:31,590 --&gt; 00:56:33,910\r\nI recognize that. I think\r\n\r\n1796\r\n00:56:33,910 --&gt; 00:56:34,740\r\nI'll still be a big\r\n\r\n1797\r\n00:56:34,740 --&gt; 00:56:36,310\r\npart of the world. I\r\n\r\n1798\r\n00:56:36,310 --&gt; 00:56:37,240\r\nstill think a lot of\r\n\r\n1799\r\n00:56:37,240 --&gt; 00:56:38,340\r\ncustomers are going to want\r\n\r\n1800\r\n00:56:38,340 --&gt; 00:56:40,330\r\nto use my services, but\r\n\r\n1801\r\n00:56:40,330 --&gt; 00:56:41,770\r\nI'm going to build bridges\r\n\r\n1802\r\n00:56:41,930 --&gt; 00:56:43,370\r\nto those other public clouds.\r\n\r\n1803\r\n00:56:44,460 --&gt; 00:56:46,460\r\nAnd then finally he made\r\n\r\n1804\r\n00:56:46,460 --&gt; 00:56:48,330\r\na very strong statement that\r\n\r\n1805\r\n00:56:48,520 --&gt; 00:56:52,570\r\ndata is the new currency\r\n\r\n1806\r\n00:56:52,920 --&gt; 00:56:55,320\r\nof business. And I think\r\n\r\n1807\r\n00:56:55,600 --&gt; 00:56:57,100\r\nthe conversations that we had\r\n\r\n1808\r\n00:56:57,100 --&gt; 00:57:01,930\r\ntoday around personalization, about empowering\r\n\r\n1809\r\n00:57:01,930 --&gt; 00:57:04,210\r\nagents is all about getting\r\n\r\n1810\r\n00:57:04,210 --&gt; 00:57:06,550\r\nthe right data to agents\r\n\r\n1811\r\n00:57:06,890 --&gt; 00:57:08,590\r\nand having that data to\r\n\r\n1812\r\n00:57:08,590 --&gt; 00:57:11,240\r\nbe able to process that\r\n\r\n1813\r\n00:57:11,240 --&gt; 00:57:12,920\r\ndata and make the decisions\r\n\r\n1814\r\n00:57:12,920 --&gt; 00:57:15,110\r\nabout it available to agents\r\n\r\n1815\r\n00:57:15,170 --&gt; 00:57:17,410\r\nlike predictive engagement can do\r\n\r\n1816\r\n00:57:17,590 --&gt; 00:57:19,760\r\nand help the agent understand\r\n\r\n1817\r\n00:57:20,200 --&gt; 00:57:21,320\r\nthe best way to serve\r\n\r\n1818\r\n00:57:21,320 --&gt; 00:57:24,330\r\na customer. That's part of\r\n\r\n1819\r\n00:57:24,330 --&gt; 00:57:25,420\r\nthis new normal as we\r\n\r\n1820\r\n00:57:25,420 --&gt; 00:57:27,350\r\ngo forward. So I think\r\n\r\n1821\r\n00:57:27,350 --&gt; 00:57:28,160\r\nJesse was prescient but I\r\n\r\n1822\r\n00:57:28,160 --&gt; 00:57:29,870\r\nthink the points he made\r\n\r\n1823\r\n00:57:29,870 --&gt; 00:57:31,370\r\nare legitimate points as we\r\n\r\n1824\r\n00:57:31,370 --&gt; 00:57:33,790\r\nthink about that next phase\r\n\r\n1825\r\n00:57:34,110 --&gt; 00:57:35,640\r\nof business life, post- COVID.\r\n\r\n1826\r\n00:57:37,990 --&gt; 00:57:40,340\r\nThank you so much. Thank\r\n\r\n1827\r\n00:57:40,340 --&gt; 00:57:41,580\r\nyou Barbara. Thank you. I\r\n\r\n1828\r\n00:57:41,580 --&gt; 00:57:43,020\r\njust want to finish by\r\n\r\n1829\r\n00:57:43,020 --&gt; 00:57:45,070\r\nsaying, first of all, thank\r\n\r\n1830\r\n00:57:45,070 --&gt; 00:57:46,520\r\nyou so much, Sheila, Paul,\r\n\r\n1831\r\n00:57:46,520 --&gt; 00:57:48,410\r\nColin For sharing your thoughts\r\n\r\n1832\r\n00:57:48,410 --&gt; 00:57:53,170\r\nand just your experience with\r\n\r\n1833\r\n00:57:53,170 --&gt; 00:57:54,670\r\nthis. With all of us to me\r\n\r\n1834\r\n00:57:54,900 --&gt; 00:57:56,850\r\nit was a fantastic conversation.\r\n\r\n1835\r\n00:57:56,850 --&gt; 00:57:58,410\r\nI hope that the audience\r\n\r\n1836\r\n00:57:58,620 --&gt; 00:58:00,270\r\nfeels the same way. We\r\n\r\n1837\r\n00:58:00,270 --&gt; 00:58:01,500\r\ndefinitely are at a time, and I\r\n\r\n1838\r\n00:58:01,500 --&gt; 00:58:02,770\r\ndon't want to keep our\r\n\r\n1839\r\n00:58:02,770 --&gt; 00:58:04,380\r\naudience much longer. I'll leave\r\n\r\n1840\r\n00:58:04,380 --&gt; 00:58:05,620\r\nyou with just this slide,\r\n\r\n1841\r\n00:58:05,620 --&gt; 00:58:06,810\r\nwhich shows what Genesys is\r\n\r\n1842\r\n00:58:06,880 --&gt; 00:58:08,730\r\ndoing for our customers and\r\n\r\n1843\r\n00:58:08,730 --&gt; 00:58:10,380\r\nnon- Genesys customers as well\r\n\r\n1844\r\n00:58:10,630 --&gt; 00:58:11,960\r\nin terms of supporting you\r\n\r\n1845\r\n00:58:12,000 --&gt; 00:58:14,100\r\nfor the handling increased demand,\r\n\r\n1846\r\n00:58:14,220 --&gt; 00:58:16,610\r\nand also a transition for\r\n\r\n1847\r\n00:58:16,610 --&gt; 00:58:17,520\r\nyour agents to work from\r\n\r\n1848\r\n00:58:17,520 --&gt; 00:58:19,620\r\nhome. This is all in our website.\r\n\r\n1849\r\n00:58:19,620 --&gt; 00:58:20,600\r\nYou can also reach out\r\n\r\n1850\r\n00:58:20,600 --&gt; 00:58:22,040\r\nto your Genesys representative to\r\n\r\n1851\r\n00:58:22,040 --&gt; 00:58:24,160\r\nunderstand better how this program\r\n\r\n1852\r\n00:58:24,160 --&gt; 00:58:25,840\r\nworks. And I'll hand it\r\n\r\n1853\r\n00:58:25,840 --&gt; 00:58:26,970\r\nback to you, Josh, to\r\n\r\n1854\r\n00:58:26,970 --&gt; 00:58:27,940\r\nwrap us up. Thank you\r\n\r\n1855\r\n00:58:27,940 --&gt; 00:58:32,940\r\nso much. Thanks guys. So\r\n\r\n1856\r\n00:58:32,940 --&gt; 00:58:34,680\r\nas she mentioned, unfortunately, we\r\n\r\n1857\r\n00:58:34,680 --&gt; 00:58:35,450\r\nare at a time. I\r\n\r\n1858\r\n00:58:35,450 --&gt; 00:58:36,350\r\ndefinitely feel like we could\r\n\r\n1859\r\n00:58:36,350 --&gt; 00:58:37,990\r\nhave continued this conversation for\r\n\r\n1860\r\n00:58:37,990 --&gt; 00:58:40,810\r\nanother hour. But as we\r\n\r\n1861\r\n00:58:40,810 --&gt; 00:58:42,340\r\nwrap up today, we are\r\n\r\n1862\r\n00:58:42,340 --&gt; 00:58:44,360\r\ngoing to first mention that\r\n\r\n1863\r\n00:58:44,360 --&gt; 00:58:45,230\r\nyou have a list of\r\n\r\n1864\r\n00:58:45,230 --&gt; 00:58:46,670\r\nresources in the resource center\r\n\r\n1865\r\n00:58:46,670 --&gt; 00:58:47,870\r\nbelow your Q&amp; A window.\r\n\r\n1866\r\n00:58:47,870 --&gt; 00:58:48,610\r\nBe sure to click on\r\n\r\n1867\r\n00:58:48,610 --&gt; 00:58:50,430\r\nthose before today's session ends,\r\n\r\n1868\r\n00:58:50,430 --&gt; 00:58:51,850\r\nthat will give you additional\r\n\r\n1869\r\n00:58:51,850 --&gt; 00:58:53,270\r\ninformation based on the topic\r\n\r\n1870\r\n00:58:53,270 --&gt; 00:58:54,540\r\nthat we talked about today.\r\n\r\n1871\r\n00:58:56,230 --&gt; 00:58:57,970\r\nAlso don't forget, you will\r\n\r\n1872\r\n00:58:57,970 --&gt; 00:58:59,330\r\nreceive an on demand recording\r\n\r\n1873\r\n00:58:59,330 --&gt; 00:59:01,160\r\nvia email from ON24. So\r\n\r\n1874\r\n00:59:01,160 --&gt; 00:59:02,160\r\nif you missed anything during\r\n\r\n1875\r\n00:59:02,160 --&gt; 00:59:03,810\r\nthe presentation, have any issues,\r\n\r\n1876\r\n00:59:03,810 --&gt; 00:59:05,070\r\nyou will receive that recording\r\n\r\n1877\r\n00:59:05,150 --&gt; 00:59:06,220\r\nwithin the next few business\r\n\r\n1878\r\n00:59:06,220 --&gt; 00:59:07,610\r\ndays. And you can actually\r\n\r\n1879\r\n00:59:07,610 --&gt; 00:59:08,320\r\ntake a look at this\r\n\r\n1880\r\n00:59:08,320 --&gt; 00:59:10,270\r\nrecording with full playback capabilities.\r\n\r\n1881\r\n00:59:12,180 --&gt; 00:59:13,380\r\nSo with that on behalf\r\n\r\n1882\r\n00:59:13,380 --&gt; 00:59:15,880\r\nof Sheila, Barbara, Colin, and Paul,\r\n\r\n1883\r\n00:59:15,950 --&gt; 00:59:16,950\r\nas well as the entire\r\n\r\n1884\r\n00:59:16,950 --&gt; 00:59:18,410\r\nGenesys team, we thank you\r\n\r\n1885\r\n00:59:18,410 --&gt; 00:59:20,070\r\nagain for joining today's webcast,\r\n\r\n1886\r\n00:59:20,280 --&gt; 00:59:22,210\r\nThe New Normal Redefining Business\r\n\r\n1887\r\n00:59:22,210 --&gt; 00:59:24,300\r\nContinuity. Until next time have\r\n\r\n1888\r\n00:59:24,300 --&gt; 00:59:25,080\r\na good one everyone.\r\n\r\n[mktoform form_type=\"hot\" cta_header=\"WATCH THE ON-DEMAND RECORDING NOW!\" cta_button=\"WATCH NOW\" cms_hold=\"RG\" cid_id=\"7011T000001Id8AQAS\"]\r\nMeet the Speakers\r\n\r\nSheila McGee Smith\r\nFounder and Principal Analyst\r\nMcGee Smith Analytics\r\n\r\nBarbara Gonzalez\r\nGlobal VP for Strategic Business Consulting\r\nGenesys\r\n\r\nColin Salvesen\r\nHead of IT\r\nMr Price Group Ltd - South Africa\r\n\r\nPaul Bourdeaux\r\nVice President, IT\r\neFinancial\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Customer,Improve customer experience\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/cx-heroes-5-habits-of-successful-contact-center-managers-and-agents?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Customer Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">CX Heroes: 5 habits of successful contact center managers and agents<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nCX Heroes\r\n\r\n5 habits of successful contact center managers and agents\r\n\r\nFeaturing MyBudget, Australia\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]MyBudget has helped more than 100,000 Australians get on the path to financial success. It can be difficult, emotional work\u2014with counseling services and financial literacy tactics laid bare for the people who are struggling the hardest to make ends meet but still failing. Some clients call almost daily for advice. And the customer service reps on the other end of the line develop close relationships with customers.\r\n\r\nIn this CX Heroes webinar, you will learn how to:\r\n\r\n \tEstablish skills every agent should have\r\n \tHandle difficult customers with finesse\r\n \tRecognize and reward agents\r\n \tTurn customers into brand advocates\r\n \tMeasure customer service\/NPS for success\r\n\r\nCelebrate the people who drive excellent customer service \u2014 and the technology that empowers them. The CX Heroes program recognizes the hard-working, caring agents who go above and beyond to help their customers on a daily basis.[mktoform form_type=\"hot\" cta_header=\"WATCH THE ON-DEMAND RECORDING\" cta_button=\"Watch Now!\" cms_hold=\"RG\" cid_id=\"7010d000001GcGFAA0\"]\r\nMeet the Speakers\r\n\r\nNicole Martin\r\nCustomer Service Representative\r\nMyBudget, Australia\r\n\r\nMari Yamaguchi\r\nCX Manager\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/looking-at-2020-is-your-contact-center-really-customer-centric?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Looking At 2020: Is Your Contact Center Really Customer-Centric?<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\n[this_page_title]\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]Everyone talks about customer centricity, but few brands are\u00a0delivering. Only 12% of customers have witnessed serious improvements to the CX; only\u00a011% believe\u00a0brand even care.\u00a0\r\n\r\nThe time has come to start walking the talk. This webinar will help.\u00a0\r\n\r\nWe\u2019ll look at some key trends for 2020 \u2013 personalization, AI, omnichannel, customer analytics, agent empowerment, cloud\u00a0technology,\u00a0and more \u2013 and reveal how to take the most customer-centric, productive action possible. You\u2019ll build a true culture of customer centricity: one defined by action rather than words.\u00a0\u00a0\r\n\r\nTopics include:\u00a0\r\n\r\n \tWhat will omnichannel look like in 2020?\u00a0\r\n \tWhat\u00a0content\u00a0do you need to personalize the experience?\u00a0\r\n \tDoes your contact center environment support customer centricity?\u00a0\r\n\r\n[mktoform form_type=\"hot\" cms_hold=\"RG\" form_p_target=\"custom\" ar_status=\"dynamic\" ar_url_dynamic=\"custom\" cid_id=\"7011T000001kreVQAQ\" url=\"https:\/\/www.genesys.com\/campaign\/looking-at-2020-is-your-contact-center-really-customer-centric-thank-you\" ar_url=\"https:\/\/www.genesys.com\/campaign\/looking-at-2020-is-your-contact-center-really-customer-centric-thank-you\"]\r\nMeet the Speakers\r\n\r\nRandy Carter\r\nProduct Marketing Director\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/3-pillars-of-cloud-applications-data-infrastructure?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\"> Genesys Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">3 Pillars of Cloud: Applications, Data, Infrastructure<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\n[this_page_title]\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]\r\nWatch this on-demand webinar with Sheila McGee-Smith and Randolph Carter for an animated conversation that breaks down cloud into the three concepts that matter most as we move forward in this accelerating world.\u00a0\r\nYou will learn:\u00a0\r\n\r\n\r\n \tThe key issues around Applications, particularly as relates to both cloud microservices architectures as well as new AI capabilities\u00a0\r\n \tThe challenges relating to Data: standards, systems, and integrations\u00a0\r\n \tHow to plan for next-generation Infrastructure: communications channels, migration tools, and change management\u00a0\r\n\r\n[mktoform form_type=\"hot\" cms_hold=\"RG\" form_p_target=\"custom\" ar_status=\"dynamic\" ar_url_dynamic=\"custom\" url=\"https:\/\/www.genesys.com\/campaign\/3-pillars-of-cloud-applications-data-infrastructure-weebinar-thank-you\" cid_id=\"7011T000001krefQAA\" ar_url=\"https:\/\/www.genesys.com\/campaign\/3-pillars-of-cloud-applications-data-infrastructure-weebinar-thank-you\"]\r\nMeet the Speakers\r\n\r\nRandy Carter\r\nProduct Marketing Director\r\n\r\nSheila McGee-Smith\r\nFounder - McGee-Smith Analytics\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Webinar Bytes\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/webinar-bytes-5-ways-to-improve-customer-service-and-personalization?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Webinar Bytes<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">[Webinar Bytes] 5 ways to improve customer service and personalization<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nWebinar Bytes\r\n\r\n[Webinar Bytes] 5 ways to improve customer service and personalization\r\nWe've taken one of our webinars and broken it down in to smaller video segments.\u00a0 Check out some of the most important parts of the webinar below.\u00a0 Then watch the full video by clicking the link below.JTNDaWZyYW1lJTIwc3JjJTNEJTIyaHR0cHMlM0ElMkYlMkZnby5wYXJtb25pYy5jb20lMkZ3aWRnZXQlMkZwcmV2aWV3JTJGMTA3NiUzRndlYmluYXJWaXNpYmxlJTNEZmFsc2UlMjZtb21lbnRJZHMlM0Q1Nzg1JTI2bW9tZW50SWRzJTNENTU1MSUyNm1vbWVudElkcyUzRDU1NTIlMjZtb21lbnRJZHMlM0Q1NTU1JTI2bW9tZW50SWRzJTNENTU1NiUyNm1vbWVudElkcyUzRDU1NTclMjIlMjB3aWR0aCUzRCUyMjEwMCUyNSUyMiUyMGhlaWdodCUzRCUyMjQ1MHB4JTIyJTIwZnJhbWVib3JkZXIlM0QlMjIwJTIyJTNFJTNDJTJGaWZyYW1lJTNFHarambee\u2019s work has had a profound impact on the Customer Marketing team and has inspired a new category in the Genesys Customer Innovation Awards, \u201cCX Gamechanger: Best Story of Making a Difference with CX Technology.\u201d Regionally, Harambee ranks as the seventh most recognized brand in South Africa.\r\n\r\nIn these CX Heroes webinar bytes, you will learn how to establish skills every agent should have, handle difficult customers with finesse, recognize and reward agents, and more.\r\n\r\nWatch the full webinar by clicking this link.[cutoff co_thick=\"2px\"]\r\nMeet the Speakers\r\n\r\nNelisiwe Mzizi\r\nContact Center Manager\r\nHarambee, South Africa\r\n\r\nThapelo Kwenane\r\nContact Center Advisor\r\nHarambee, South Africa\r\n[cutoff co_thick=\"2px\"]1\r\n00:00:00,000 --&gt; 00:00:01,140\r\nNeli, could you take a\r\n\r\n2\r\n00:00:01,140 --&gt; 00:00:02,280\r\nfew minutes and just tell\r\n\r\n3\r\n00:00:02,280 --&gt; 00:00:03,220\r\nus a little bit about Harambee\r\n\r\n4\r\n00:00:03,830 --&gt; 00:00:04,800\r\nand what you guys all\r\n\r\n5\r\n00:00:04,800 --&gt; 00:00:05,860\r\ndo there in your wonderful\r\n\r\n6\r\n00:00:05,860 --&gt; 00:00:10,840\r\nprogram? Okay. So Harambee is\r\n\r\n7\r\n00:00:10,840 --&gt; 00:00:12,630\r\na not- for- profit social\r\n\r\n8\r\n00:00:12,630 --&gt; 00:00:14,970\r\norganization that aim to solve\r\n\r\n9\r\n00:00:14,970 --&gt; 00:00:16,790\r\nthe unemployment challenges of South\r\n\r\n10\r\n00:00:16,790 --&gt; 00:00:19,220\r\nAfrican youth. We partner with\r\n\r\n11\r\n00:00:19,230 --&gt; 00:00:21,850\r\nbusinesses, government, young people, and\r\n\r\n12\r\n00:00:21,850 --&gt; 00:00:23,790\r\nother organization committed to solving\r\n\r\n13\r\n00:00:23,790 --&gt; 00:00:26,250\r\nthe unemployment epidemic. Our unique system\r\n\r\n14\r\n00:00:26,690 --&gt; 00:00:28,940\r\nis unlike traditional employment organization\r\n\r\n15\r\n00:00:28,940 --&gt; 00:00:30,420\r\nthat you would find anywhere.\r\n\r\n16\r\n00:00:30,760 --&gt; 00:00:32,730\r\nWe really rely on our\r\n\r\n17\r\n00:00:32,730 --&gt; 00:00:34,710\r\ncontact center advisors like Thapelo\r\n\r\n18\r\n00:00:35,340 --&gt; 00:00:37,580\r\nto ask detailed questions and\r\n\r\n19\r\n00:00:37,580 --&gt; 00:00:39,360\r\nhave genuine conversation with our\r\n\r\n20\r\n00:00:39,360 --&gt; 00:00:40,600\r\nwork seekers. So that is\r\n\r\n21\r\n00:00:40,600 --&gt; 00:00:43,560\r\nwhat really makes Harambee different\r\n\r\n22\r\n00:00:43,560 --&gt; 00:00:45,780\r\nfrom other organizations. And my\r\n\r\n23\r\n00:00:45,780 --&gt; 00:00:47,770\r\nrole, I am a contact\r\n\r\n24\r\n00:00:47,770 --&gt; 00:00:48,640\r\ncenter manager.<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"AppFoundry,Improve customer experience,Analytics and reporting\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/the-secret-to-automating-and-improving-call-center-performance?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">AppFoundry Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Monitoring remote agents for engagement, performance and insights<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nAppFoundry Webinar\r\n\r\nMonitoring remote agents for engagement, performance and insights\r\n[cutoff co_thick=\"2px\"][webinarschedule]As the impact of COVID-19 continues, businesses struggle to monitor agent performance and well-being, and to ensure productivity of their remote agent employees.\r\n\r\nLearn how the AI-powered Call Journey voice analytics engine allows you to assess your agents\u2019 \u201cengagement health\u201d in every customer interaction and ensure productivity and quality performance. We are committed to providing you with tools and resources to help you navigate these challenges.[mktoform form_type=\"hot\" cta_header=\"REGISTER NOW\" cta_button=\"Register Now!\" form_reach=\"noreach\" cms_hold=\"RG\" cid_id=\"7011T000001krP1QAI\"]\r\nMeet the Speakers\r\n\r\nBrett Marsh\r\nVice President for Sales - North America\r\nCall Journey\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Demo,Improve customer experience,Level up your technology,AI and automation,Outbound,WEM\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/see-genesys-cloud-in-action-drive-better-customer-experience-with-ai?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Demo Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">See Genesys Cloud in action: Drive better customer experience with AI<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nDemo Webinar\r\n\r\n[this_page_title]\r\n\r\nEngage prospects in real-time, at the right time, with call center software powered by AI and machine learning.\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]Boost conversion rates by giving your digital sales and marketing teams real-time insight into website behavior. Streamline the customer experience with advanced automation and improved self-service options.\u00a0\r\n\r\nGenesys\u00a0uses the power of artificial intelligence (AI) and machine learning to:\u00a0\r\n\r\n \tEnable customer self-service for common tasks with online FAQ\u2019s and chatbots\u00a0\r\n \tTrack customer journeys and observe behaviors so agents can engage at the right time\u00a0\r\n \tIdentify when and why prospects leave to reduce abandon rates and optimize successful conversions\u00a0\r\n \tIncrease revenue by offering proactive, targeted discounts to move prospects through to purchase\u00a0\r\n\r\nCheck out the\u00a0Genesys\u00a0Cloud demo to learn how advanced AI tools can help your company optimize customer experience.\u00a0[mktoform form_type=\"hot\" cta_header=\"REGISTER NOW\" cta_button=\"Register Now!\" cms_hold=\"RG\" cid_id=\"7011T000001krLEQAY\"]\r\nMeet the Speaker\r\n\r\nKenny Saalman\r\nAssociate Strategic Sales Consultant\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Customer,Improve customer experience\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/cx-heroes-5-ways-to-improve-customer-service-and-personalization?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Customer Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">CX Heroes: 5 ways to improve customer service and personalization<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nCX Heroes\r\n\r\n5 ways to improve customer service and personalization\r\n\r\nFeaturing Harambee, South Africa\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]Celebrate the people who drive excellent customer service \u2014 and the technology that empowers them. The CX Heroes program recognizes the hard-working, caring agents who go above and beyond to help their customers on a daily basis.\r\n\r\nIn this CX Heroes webinar, you will learn how to:\r\n\r\n \tEstablish skills every agent should have\r\n \tHandle difficult customers with finesse\r\n \tRecognize and reward agents\r\n \tTurn customers into brand advocates\r\n \tGet personalization right for your customers\r\n\r\nHarambee\u2019s work has had a profound impact on the Customer Marketing team and has inspired a new category in the Genesys Customer Innovation Awards, \u201cCX Gamechanger: Best Story of Making a Difference with CX Technology.\u201d Regionally, Harambee ranks as the seventh most recognized brand in South Africa.[cutoff co_thick=\"2px\"]1\r\n00:00:10,520 --&gt; 00:00:11,590\r\nThank you for joining us\r\n\r\n2\r\n00:00:11,590 --&gt; 00:00:12,870\r\ntoday for the CX Heroes\r\n\r\n3\r\n00:00:12,870 --&gt; 00:00:15,150\r\nwebinar series. Today, we're going\r\n\r\n4\r\n00:00:15,150 --&gt; 00:00:16,230\r\nto highlight the five ways\r\n\r\n5\r\n00:00:16,230 --&gt; 00:00:18,080\r\nto improve customer service and\r\n\r\n6\r\n00:00:18,360 --&gt; 00:00:19,660\r\npersonalization and how to get\r\n\r\n7\r\n00:00:19,660 --&gt; 00:00:22,080\r\npersonalization right. Many companies are\r\n\r\n8\r\n00:00:22,080 --&gt; 00:00:23,650\r\ngetting it wrong and we're\r\n\r\n9\r\n00:00:23,650 --&gt; 00:00:24,410\r\ngoing to go over some\r\n\r\n10\r\n00:00:24,410 --&gt; 00:00:26,940\r\nbest practices on how to\r\n\r\n11\r\n00:00:26,940 --&gt; 00:00:28,350\r\nactually make the customer be\r\n\r\n12\r\n00:00:28,350 --&gt; 00:00:29,520\r\nthe focus of everything you\r\n\r\n13\r\n00:00:29,520 --&gt; 00:00:31,040\r\ndo and feel like they're\r\n\r\n14\r\n00:00:31,040 --&gt; 00:00:31,990\r\nthe only customer in the\r\n\r\n15\r\n00:00:31,990 --&gt; 00:00:34,680\r\nworld. Today, I am so lucky\r\n\r\n16\r\n00:00:35,140 --&gt; 00:00:38,620\r\nto have Neli and Thapelo from\r\n\r\n17\r\n00:00:38,620 --&gt; 00:00:40,510\r\nHarambee. Thapelo was recognized as\r\n\r\n18\r\n00:00:40,510 --&gt; 00:00:42,250\r\na CX Hero by Genesys\r\n\r\n19\r\n00:00:42,250 --&gt; 00:00:44,230\r\nand joined us on stage\r\n\r\n20\r\n00:00:44,230 --&gt; 00:00:46,170\r\nin Amsterdam at G- Summit.\r\n\r\n21\r\n00:00:46,560 --&gt; 00:00:47,580\r\nThank you both so much\r\n\r\n22\r\n00:00:47,580 --&gt; 00:00:49,670\r\nfor joining us today. Thank\r\n\r\n23\r\n00:00:50,230 --&gt; 00:00:53,250\r\nyou, Jill for having us. Neli,\r\n\r\n24\r\n00:00:53,730 --&gt; 00:00:54,590\r\ncould you take a few\r\n\r\n25\r\n00:00:54,590 --&gt; 00:00:55,680\r\nminutes and just tell us\r\n\r\n26\r\n00:00:55,680 --&gt; 00:00:57,250\r\na little bit about Harambee and\r\n\r\n27\r\n00:00:57,250 --&gt; 00:00:58,210\r\nwhat you guys all do\r\n\r\n28\r\n00:00:58,210 --&gt; 00:00:59,730\r\nthere in your wonderful program?\r\n\r\n29\r\n00:01:00,700 --&gt; 00:01:04,170\r\nOkay. So Harambee is a\r\n\r\n30\r\n00:01:04,170 --&gt; 00:01:06,940\r\nnot- for- profit social organization\r\n\r\n31\r\n00:01:06,980 --&gt; 00:01:08,300\r\nthat aim to solve the\r\n\r\n32\r\n00:01:08,300 --&gt; 00:01:10,480\r\nunemployment challenges of South African\r\n\r\n33\r\n00:01:10,480 --&gt; 00:01:13,440\r\nyouth. We partner with businesses,\r\n\r\n34\r\n00:01:13,440 --&gt; 00:01:15,290\r\ngovernment, young people, and other\r\n\r\n35\r\n00:01:15,290 --&gt; 00:01:17,160\r\norganization committed to solving the\r\n\r\n36\r\n00:01:17,160 --&gt; 00:01:20,030\r\nunemployment epidemic. Our unique system is\r\n\r\n37\r\n00:01:20,030 --&gt; 00:01:22,320\r\nunlike traditional employment organization that\r\n\r\n38\r\n00:01:22,320 --&gt; 00:01:24,190\r\nyou would find anywhere. We\r\n\r\n39\r\n00:01:24,190 --&gt; 00:01:26,370\r\nreally rely on our contact\r\n\r\n40\r\n00:01:26,370 --&gt; 00:01:28,730\r\ncenter advisors like Thapelo to\r\n\r\n41\r\n00:01:28,730 --&gt; 00:01:31,070\r\nask detailed questions and have\r\n\r\n42\r\n00:01:31,070 --&gt; 00:01:32,630\r\ngenuine conversation with our work\r\n\r\n43\r\n00:01:32,630 --&gt; 00:01:34,080\r\nseekers. So that is what\r\n\r\n44\r\n00:01:34,080 --&gt; 00:01:37,020\r\nreally makes Harambee different from\r\n\r\n45\r\n00:01:37,020 --&gt; 00:01:39,560\r\nother organizations. And my role,\r\n\r\n46\r\n00:01:39,630 --&gt; 00:01:41,340\r\nI am a contact center\r\n\r\n47\r\n00:01:41,340 --&gt; 00:01:45,210\r\nmanager. Great. Thank you both\r\n\r\n48\r\n00:01:45,210 --&gt; 00:01:46,530\r\nso much for joining us.\r\n\r\n49\r\n00:01:47,440 --&gt; 00:01:48,340\r\nSo we're going to jump\r\n\r\n50\r\n00:01:48,350 --&gt; 00:01:50,410\r\nright in here into the\r\n\r\n51\r\n00:01:51,080 --&gt; 00:01:52,870\r\npresentation, into the webinar, and we're going\r\n\r\n52\r\n00:01:53,200 --&gt; 00:01:55,340\r\nto explore some customer service\r\n\r\n53\r\n00:01:55,340 --&gt; 00:01:57,860\r\nbest practices and what we\r\n\r\n54\r\n00:01:57,860 --&gt; 00:01:58,750\r\nthink... We wanted to get\r\n\r\n55\r\n00:01:58,750 --&gt; 00:02:00,070\r\nyour opinion, so we're so\r\n\r\n56\r\n00:02:00,070 --&gt; 00:02:01,310\r\nglad that you guys have\r\n\r\n57\r\n00:02:01,310 --&gt; 00:02:02,200\r\njoined us because we want\r\n\r\n58\r\n00:02:02,200 --&gt; 00:02:03,280\r\nto get your opinion on\r\n\r\n59\r\n00:02:03,280 --&gt; 00:02:04,830\r\nhow you guys work day\r\n\r\n60\r\n00:02:04,830 --&gt; 00:02:06,150\r\nto day and what you\r\n\r\n61\r\n00:02:06,150 --&gt; 00:02:07,910\r\nguys think is valuable to\r\n\r\n62\r\n00:02:08,240 --&gt; 00:02:09,490\r\nyour customers or what you...\r\n\r\n63\r\n00:02:09,550 --&gt; 00:02:10,430\r\nYou refer to them as\r\n\r\n64\r\n00:02:10,430 --&gt; 00:02:12,760\r\ncandidates. So the five ways\r\n\r\n65\r\n00:02:12,880 --&gt; 00:02:14,380\r\nto improve customer service, the\r\n\r\n66\r\n00:02:14,380 --&gt; 00:02:15,170\r\nitems that we're going to\r\n\r\n67\r\n00:02:15,170 --&gt; 00:02:17,060\r\ncover is establishing skills that\r\n\r\n68\r\n00:02:17,060 --&gt; 00:02:19,730\r\nevery agent or advisor or\r\n\r\n69\r\n00:02:19,730 --&gt; 00:02:22,130\r\nrepresentative should have. How to\r\n\r\n70\r\n00:02:22,130 --&gt; 00:02:24,290\r\nhandle difficult customers with finesse.\r\n\r\n71\r\n00:02:25,140 --&gt; 00:02:26,420\r\nWe all get those customers\r\n\r\n72\r\n00:02:26,420 --&gt; 00:02:28,900\r\noccasionally who are frustrated or\r\n\r\n73\r\n00:02:28,900 --&gt; 00:02:30,410\r\nthey're challenged by the systems\r\n\r\n74\r\n00:02:30,410 --&gt; 00:02:31,910\r\nor the technology in place.\r\n\r\n75\r\n00:02:32,290 --&gt; 00:02:33,010\r\nAnd so we're just going to\r\n\r\n76\r\n00:02:33,010 --&gt; 00:02:33,910\r\ntalk a little bit about\r\n\r\n77\r\n00:02:33,910 --&gt; 00:02:36,130\r\nthat. How to recognize and\r\n\r\n78\r\n00:02:36,130 --&gt; 00:02:40,090\r\nreward your agents. As we\r\n\r\n79\r\n00:02:40,090 --&gt; 00:02:43,940\r\nknow, agent attrition and having\r\n\r\n80\r\n00:02:43,940 --&gt; 00:02:45,590\r\npeople on the job every\r\n\r\n81\r\n00:02:45,590 --&gt; 00:02:47,500\r\nday answering the phones and\r\n\r\n82\r\n00:02:47,500 --&gt; 00:02:48,850\r\nconnecting with customers can be\r\n\r\n83\r\n00:02:48,850 --&gt; 00:02:50,430\r\na challenge. So we're going\r\n\r\n84\r\n00:02:50,430 --&gt; 00:02:51,010\r\nto talk a little bit\r\n\r\n85\r\n00:02:51,010 --&gt; 00:02:51,900\r\nabout how to recognize and\r\n\r\n86\r\n00:02:51,900 --&gt; 00:02:53,190\r\nreward them and about the\r\n\r\n87\r\n00:02:53,370 --&gt; 00:02:54,850\r\nCX Heroes program as well.\r\n\r\n88\r\n00:02:56,260 --&gt; 00:02:57,700\r\nAlso, how to turn customers\r\n\r\n89\r\n00:02:57,700 --&gt; 00:03:00,690\r\ninto brand advocates. Often when\r\n\r\n90\r\n00:03:00,700 --&gt; 00:03:03,220\r\nyour customers have great experience\r\n\r\n91\r\n00:03:03,220 --&gt; 00:03:04,260\r\nwith your brand or your\r\n\r\n92\r\n00:03:04,260 --&gt; 00:03:05,930\r\ncompany, they come back and\r\n\r\n93\r\n00:03:05,930 --&gt; 00:03:08,960\r\nthey become loyal. And how to get personalization\r\n\r\n94\r\n00:03:08,960 --&gt; 00:03:10,130\r\nright for your customers. Again,\r\n\r\n95\r\n00:03:10,130 --&gt; 00:03:11,110\r\nhow to make your customers\r\n\r\n96\r\n00:03:11,110 --&gt; 00:03:12,680\r\nfeel special and unique and\r\n\r\n97\r\n00:03:12,680 --&gt; 00:03:13,720\r\nlike they're the only customer\r\n\r\n98\r\n00:03:13,720 --&gt; 00:03:15,640\r\nin the world. Let's get\r\n\r\n99\r\n00:03:15,640 --&gt; 00:03:19,750\r\nstarted. Number one, the best\r\n\r\n100\r\n00:03:19,750 --&gt; 00:03:21,820\r\nhabits here of establishing skills\r\n\r\n101\r\n00:03:21,820 --&gt; 00:03:23,480\r\nthat every agent should have.\r\n\r\n102\r\n00:03:23,480 --&gt; 00:03:25,140\r\nSo Neli, I'm curious what you\r\n\r\n103\r\n00:03:25,140 --&gt; 00:03:27,080\r\nfeel as a manager. If\r\n\r\n104\r\n00:03:27,080 --&gt; 00:03:28,210\r\nyou had to pick two\r\n\r\n105\r\n00:03:28,210 --&gt; 00:03:29,230\r\nout of this list of\r\n\r\n106\r\n00:03:29,240 --&gt; 00:03:30,490\r\n10 which two would you\r\n\r\n107\r\n00:03:30,490 --&gt; 00:03:32,300\r\npick that... And tell me\r\n\r\n108\r\n00:03:32,300 --&gt; 00:03:34,050\r\nwhy that you think those\r\n\r\n109\r\n00:03:34,050 --&gt; 00:03:36,950\r\nare valuable for representative? Definitely\r\n\r\n110\r\n00:03:37,800 --&gt; 00:03:39,850\r\nlistening and being attentive. I\r\n\r\n111\r\n00:03:39,850 --&gt; 00:03:41,540\r\nthink the reason for me\r\n\r\n112\r\n00:03:41,570 --&gt; 00:03:43,310\r\nto really choose those two\r\n\r\n113\r\n00:03:43,310 --&gt; 00:03:46,410\r\nis in our space, it's\r\n\r\n114\r\n00:03:46,410 --&gt; 00:03:48,710\r\nvery important for advisors like\r\n\r\n115\r\n00:03:48,710 --&gt; 00:03:50,010\r\nThapelo to be able to\r\n\r\n116\r\n00:03:50,010 --&gt; 00:03:51,340\r\nlisten to the candidate on\r\n\r\n117\r\n00:03:51,340 --&gt; 00:03:53,110\r\nthe other side because what\r\n\r\n118\r\n00:03:53,110 --&gt; 00:03:54,970\r\nhappens is the conversations that\r\n\r\n119\r\n00:03:54,980 --&gt; 00:03:58,350\r\nthey have actually leads the\r\n\r\n120\r\n00:03:58,430 --&gt; 00:04:00,340\r\nimportant aspect of the conversation,\r\n\r\n121\r\n00:04:00,340 --&gt; 00:04:01,630\r\nhow we can best support\r\n\r\n122\r\n00:04:01,630 --&gt; 00:04:03,310\r\nthem, how we can understand\r\n\r\n123\r\n00:04:03,310 --&gt; 00:04:04,510\r\nwhere they come from because\r\n\r\n124\r\n00:04:04,510 --&gt; 00:04:06,340\r\nwe use an algorithm to\r\n\r\n125\r\n00:04:06,340 --&gt; 00:04:08,190\r\nsort of match them to\r\n\r\n126\r\n00:04:08,400 --&gt; 00:04:10,780\r\nopportunities. So if an advisor\r\n\r\n127\r\n00:04:10,780 --&gt; 00:04:11,900\r\nis not listening, if the\r\n\r\n128\r\n00:04:11,900 --&gt; 00:04:13,420\r\nadvisor is not present in\r\n\r\n129\r\n00:04:13,420 --&gt; 00:04:15,400\r\nthe conversation, then they might\r\n\r\n130\r\n00:04:15,650 --&gt; 00:04:17,920\r\nlose that important aspect where\r\n\r\n131\r\n00:04:18,430 --&gt; 00:04:20,320\r\nwe might lose that touch\r\n\r\n132\r\n00:04:20,320 --&gt; 00:04:22,240\r\nwith our candidates. So listening,\r\n\r\n133\r\n00:04:22,460 --&gt; 00:04:24,090\r\nfor us it's very important\r\n\r\n134\r\n00:04:24,170 --&gt; 00:04:27,010\r\nin our space. Secondly, attentiveness.\r\n\r\n135\r\n00:04:27,010 --&gt; 00:04:28,130\r\nIt's really important in such\r\n\r\n136\r\n00:04:28,130 --&gt; 00:04:29,040\r\na way that we kept\r\n\r\n137\r\n00:04:29,530 --&gt; 00:04:32,520\r\ninformation in our system and\r\n\r\n138\r\n00:04:32,520 --&gt; 00:04:34,010\r\ntherefore one of the important\r\n\r\n139\r\n00:04:34,010 --&gt; 00:04:36,020\r\naspects is really the demographics.\r\n\r\n140\r\n00:04:36,830 --&gt; 00:04:38,730\r\nWhat happens is where you\r\n\r\n141\r\n00:04:38,730 --&gt; 00:04:40,500\r\nlive is very important because\r\n\r\n142\r\n00:04:40,500 --&gt; 00:04:41,530\r\nwhat we do is when\r\n\r\n143\r\n00:04:41,530 --&gt; 00:04:44,040\r\nwe met candidates to opportunities,\r\n\r\n144\r\n00:04:44,320 --&gt; 00:04:46,230\r\nwe'll look at the distance\r\n\r\n145\r\n00:04:46,230 --&gt; 00:04:48,390\r\nbetween where they reside and\r\n\r\n146\r\n00:04:48,390 --&gt; 00:04:50,850\r\nwhere the opportunities are because we try\r\n\r\n147\r\n00:04:50,850 --&gt; 00:04:52,130\r\nto make sure that our\r\n\r\n148\r\n00:04:52,130 --&gt; 00:04:54,200\r\ncandidate, they don't travel and\r\n\r\n149\r\n00:04:54,200 --&gt; 00:04:55,840\r\nend up spending so much\r\n\r\n150\r\n00:04:55,840 --&gt; 00:04:57,590\r\nmoney to actually get to\r\n\r\n151\r\n00:04:57,590 --&gt; 00:04:59,710\r\nwork instead all free, using\r\n\r\n152\r\n00:04:59,710 --&gt; 00:05:02,130\r\nthat income in terms of\r\n\r\n153\r\n00:05:02,200 --&gt; 00:05:04,460\r\nbetterment of their lives. So\r\n\r\n154\r\n00:05:05,340 --&gt; 00:05:07,400\r\nattention to detail is very\r\n\r\n155\r\n00:05:07,660 --&gt; 00:05:08,750\r\nimportant in our space. And\r\n\r\n156\r\n00:05:10,070 --&gt; 00:05:11,560\r\nwhat I've just alluded to\r\n\r\n157\r\n00:05:11,560 --&gt; 00:05:14,020\r\nsay the capturing of the\r\n\r\n158\r\n00:05:14,020 --&gt; 00:05:15,790\r\ncorrect information, it's really what\r\n\r\n159\r\n00:05:15,790 --&gt; 00:05:16,820\r\nhelps us to make sure\r\n\r\n160\r\n00:05:16,820 --&gt; 00:05:18,520\r\nthat we service the best\r\n\r\n161\r\n00:05:18,520 --&gt; 00:05:20,420\r\nservice to our candidates, make\r\n\r\n162\r\n00:05:20,420 --&gt; 00:05:22,020\r\nsure that we don't have\r\n\r\n163\r\n00:05:22,020 --&gt; 00:05:22,950\r\na lot of drops off\r\n\r\n164\r\n00:05:23,680 --&gt; 00:05:24,930\r\nin a sense that if\r\n\r\n165\r\n00:05:24,930 --&gt; 00:05:26,470\r\nwe place you in a\r\n\r\n166\r\n00:05:26,470 --&gt; 00:05:27,730\r\nradius that is like more\r\n\r\n167\r\n00:05:28,110 --&gt; 00:05:30,260\r\nthan 100 kilometers, so that\r\n\r\n168\r\n00:05:30,260 --&gt; 00:05:31,610\r\nmeans you just work for\r\n\r\n169\r\n00:05:31,610 --&gt; 00:05:32,640\r\na month and the second\r\n\r\n170\r\n00:05:32,640 --&gt; 00:05:34,070\r\nmonth you realize that actually\r\n\r\n171\r\n00:05:34,370 --&gt; 00:05:36,330\r\nI'm working for transport. Therefore,\r\n\r\n172\r\n00:05:36,330 --&gt; 00:05:37,430\r\nwhat's the point of me\r\n\r\n173\r\n00:05:37,430 --&gt; 00:05:39,470\r\nhaving this job? So hence,\r\n\r\n174\r\n00:05:39,470 --&gt; 00:05:41,120\r\nit's very, very important to\r\n\r\n175\r\n00:05:41,120 --&gt; 00:05:43,000\r\nget the right information, capture\r\n\r\n176\r\n00:05:43,130 --&gt; 00:05:45,100\r\nthe correct information to make\r\n\r\n177\r\n00:05:45,100 --&gt; 00:05:46,180\r\nsure when we place them\r\n\r\n178\r\n00:05:46,180 --&gt; 00:05:48,130\r\nto these opportunities, they're in\r\n\r\n179\r\n00:05:48,130 --&gt; 00:05:49,820\r\na close proximity to these\r\n\r\n180\r\n00:05:49,820 --&gt; 00:05:52,020\r\ndemands, making sure that they\r\n\r\n181\r\n00:05:52,020 --&gt; 00:05:54,410\r\nspend their income on the\r\n\r\n182\r\n00:05:54,410 --&gt; 00:05:56,310\r\nbetterment of themselves and their\r\n\r\n183\r\n00:05:56,310 --&gt; 00:05:59,920\r\nfamilies. Yeah. It sounds like\r\n\r\n184\r\n00:05:59,920 --&gt; 00:06:01,510\r\nlistening and paying attention to\r\n\r\n185\r\n00:06:01,510 --&gt; 00:06:03,840\r\nthe details and understanding your candidate's\r\n\r\n186\r\n00:06:04,450 --&gt; 00:06:06,930\r\nstory creates a big picture\r\n\r\n187\r\n00:06:06,930 --&gt; 00:06:08,890\r\nfor you then you're able\r\n\r\n188\r\n00:06:08,890 --&gt; 00:06:11,100\r\nto help them, match them\r\n\r\n189\r\n00:06:11,100 --&gt; 00:06:12,610\r\nwith the right opportunities and\r\n\r\n190\r\n00:06:12,610 --&gt; 00:06:14,670\r\nconnect with them. I would\r\n\r\n191\r\n00:06:14,670 --&gt; 00:06:17,020\r\nassume too that these conversations\r\n\r\n192\r\n00:06:17,020 --&gt; 00:06:18,990\r\ntake a while. These aren't\r\n\r\n193\r\n00:06:18,990 --&gt; 00:06:20,940\r\nquick conversations, but they're long\r\n\r\n194\r\n00:06:20,940 --&gt; 00:06:22,350\r\nconversations you have with the\r\n\r\n195\r\n00:06:22,350 --&gt; 00:06:25,710\r\ncandidate. Absolutely. Our candidate is\r\n\r\n196\r\n00:06:25,710 --&gt; 00:06:27,510\r\nnot just someone just behind\r\n\r\n197\r\n00:06:27,510 --&gt; 00:06:30,210\r\nthe phone, our candidate, the\r\n\r\n198\r\n00:06:30,210 --&gt; 00:06:31,900\r\nactual people that we can actually\r\n\r\n199\r\n00:06:32,160 --&gt; 00:06:33,670\r\nrelate to and therefore you\r\n\r\n200\r\n00:06:33,670 --&gt; 00:06:35,270\r\nwill see that even Thapelo's\r\n\r\n201\r\n00:06:35,330 --&gt; 00:06:37,170\r\ncall was like 18 minutes\r\n\r\n202\r\n00:06:37,170 --&gt; 00:06:38,770\r\nlong, so it's not your\r\n\r\n203\r\n00:06:38,770 --&gt; 00:06:41,270\r\ntypical contact center conversation where\r\n\r\n204\r\n00:06:41,270 --&gt; 00:06:43,310\r\nwe'll just take the details\r\n\r\n205\r\n00:06:43,310 --&gt; 00:06:44,740\r\nand like a hit and\r\n\r\n206\r\n00:06:44,740 --&gt; 00:06:46,320\r\nrun kind of a conversation.\r\n\r\n207\r\n00:06:46,320 --&gt; 00:06:47,280\r\nBut in all spaces it's\r\n\r\n208\r\n00:06:47,280 --&gt; 00:06:50,220\r\nreally about impactful conversations with\r\n\r\n209\r\n00:06:50,220 --&gt; 00:06:52,210\r\nour candidates, making sure that\r\n\r\n210\r\n00:06:52,300 --&gt; 00:06:53,220\r\nwhen the end of the\r\n\r\n211\r\n00:06:53,220 --&gt; 00:06:54,890\r\ncall there's something that they\r\n\r\n212\r\n00:06:54,890 --&gt; 00:06:56,640\r\ntook from the call, skills\r\n\r\n213\r\n00:06:56,640 --&gt; 00:06:57,960\r\nthat they can use. Even\r\n\r\n214\r\n00:06:57,960 --&gt; 00:06:59,590\r\nif as Harambee, we don't place\r\n\r\n215\r\n00:06:59,590 --&gt; 00:07:02,880\r\nthem to these opportunities, but\r\n\r\n216\r\n00:07:02,880 --&gt; 00:07:04,560\r\nthey can use something that\r\n\r\n217\r\n00:07:04,560 --&gt; 00:07:08,440\r\ncan increase their employability just\r\n\r\n218\r\n00:07:08,440 --&gt; 00:07:09,720\r\nfor having a conversation with\r\n\r\n219\r\n00:07:09,720 --&gt; 00:07:12,410\r\none of our advisors. Yeah,\r\n\r\n220\r\n00:07:12,980 --&gt; 00:07:15,550\r\nabsolutely. So Thapelo let's hear\r\n\r\n221\r\n00:07:15,550 --&gt; 00:07:16,790\r\nfrom you and what you\r\n\r\n222\r\n00:07:16,790 --&gt; 00:07:19,710\r\nthink. What would be your\r\n\r\n223\r\n00:07:19,710 --&gt; 00:07:21,310\r\ntop two skills that you\r\n\r\n224\r\n00:07:21,310 --&gt; 00:07:23,970\r\nthink that an advisor should\r\n\r\n225\r\n00:07:23,970 --&gt; 00:07:26,680\r\nhave? On my side, I\r\n\r\n226\r\n00:07:27,110 --&gt; 00:07:28,690\r\nthink one of the most important\r\n\r\n227\r\n00:07:29,070 --&gt; 00:07:30,170\r\nthings that an advisor should\r\n\r\n228\r\n00:07:30,170 --&gt; 00:07:37,830\r\nhave is product knowledge. I\r\n\r\n229\r\n00:07:37,830 --&gt; 00:07:43,180\r\nthink if you are in a call center environment, the product is very important. Whatever service or say product that you are providing,\r\n\r\n230\r\n00:07:44,400 --&gt; 00:07:47,270\r\nit's basically important thing for\r\n\r\n231\r\n00:07:47,270 --&gt; 00:07:48,860\r\nyou to make sales or\r\n\r\n232\r\n00:07:48,860 --&gt; 00:07:49,940\r\nin order for the customer to\r\n\r\n233\r\n00:07:50,330 --&gt; 00:07:51,460\r\ncome back. So if as\r\n\r\n234\r\n00:07:51,460 --&gt; 00:07:54,160\r\nan agent you understand what\r\n\r\n235\r\n00:07:54,160 --&gt; 00:07:56,090\r\nyou are selling, you avoid\r\n\r\n236\r\n00:07:56,460 --&gt; 00:07:59,520\r\nmisleading, you are making mistakes\r\n\r\n237\r\n00:07:59,770 --&gt; 00:08:02,310\r\nthat might cause industrial espionage\r\n\r\n238\r\n00:08:02,740 --&gt; 00:08:05,020\r\nor basically making the candidate\r\n\r\n239\r\n00:08:05,020 --&gt; 00:08:08,670\r\nuncertain about the product. I'd\r\n\r\n240\r\n00:08:08,670 --&gt; 00:08:11,050\r\nsay having knowledge about the\r\n\r\n241\r\n00:08:11,050 --&gt; 00:08:15,090\r\nproduct, but also generated good relationship\r\n\r\n242\r\n00:08:15,740 --&gt; 00:08:17,970\r\nbetween the two parties. It will\r\n\r\n243\r\n00:08:18,030 --&gt; 00:08:21,250\r\nbasically generate their warmness between\r\n\r\n244\r\n00:08:21,700 --&gt; 00:08:22,850\r\nyou and me as an\r\n\r\n245\r\n00:08:22,850 --&gt; 00:08:23,830\r\nagent and as well as\r\n\r\n246\r\n00:08:23,830 --&gt; 00:08:32,130\r\nthe candidate based on the fact that I would know everything about the product that I'm selling. In most cases,\r\n\r\n247\r\n00:08:35,210 --&gt; 00:08:35,750\r\nmost services or most products,\r\n\r\n248\r\n00:08:35,750 --&gt; 00:08:35,900\r\nthey are mostly unique in\r\n\r\n249\r\n00:08:35,900 --&gt; 00:08:39,160\r\nsuch a sense that if you\r\n\r\n250\r\n00:08:42,550 --&gt; 00:08:44,640\r\nuse one way that is\r\n\r\n251\r\n00:08:45,820 --&gt; 00:08:46,630\r\nnot according to the product\r\n\r\n252\r\n00:08:46,630 --&gt; 00:08:48,500\r\nitself, it really tends to\r\n\r\n253\r\n00:08:48,780 --&gt; 00:08:53,870\r\nbe misleading and avoiding that\r\n\r\n254\r\n00:08:53,870 --&gt; 00:08:54,240\r\nis very, very important. Let's say\r\n\r\n255\r\n00:08:54,240 --&gt; 00:09:00,870\r\nanother thing that speaks to\r\n\r\n256\r\n00:09:00,920 --&gt; 00:09:07,890\r\na good quality of a call center agent is to be a voice control or call control for one. If you couldn't handle the candidate's\r\n\r\n257\r\n00:09:08,680 --&gt; 00:09:09,720\r\nemotions, if you can mirror\r\n\r\n258\r\n00:09:09,720 --&gt; 00:09:12,310\r\nthe candidate and understand that\r\n\r\n259\r\n00:09:12,310 --&gt; 00:09:16,010\r\nyou are the guide, it makes your job very, very easy.\r\n\r\n260\r\n00:09:18,140 --&gt; 00:09:19,200\r\nYou can take control of setting\r\n\r\n261\r\n00:09:19,200 --&gt; 00:09:21,230\r\nquestions that you ask and\r\n\r\n262\r\n00:09:21,230 --&gt; 00:09:22,920\r\nyou would gather more information\r\n\r\n263\r\n00:09:22,920 --&gt; 00:09:25,840\r\nbased on that. It helps you in controlling your professionality\r\n\r\n264\r\n00:09:25,840 --&gt; 00:09:30,200\r\nor your profession basically in\r\n\r\n265\r\n00:09:32,640 --&gt; 00:09:34,840\r\nthe call as well. That is\r\n\r\n266\r\n00:09:35,190 --&gt; 00:09:36,280\r\nso great. That's a great\r\n\r\n267\r\n00:09:36,290 --&gt; 00:09:39,500\r\nanswer too. I'm really fascinated\r\n\r\n268\r\n00:09:39,500 --&gt; 00:09:41,440\r\nby the selection of product\r\n\r\n269\r\n00:09:41,440 --&gt; 00:09:42,960\r\nknowledge because you're right, providing\r\n\r\n270\r\n00:09:42,960 --&gt; 00:09:44,730\r\nthe right information to the\r\n\r\n271\r\n00:09:44,730 --&gt; 00:09:47,750\r\nperson is critical and knowing\r\n\r\n272\r\n00:09:47,750 --&gt; 00:09:48,980\r\nall the details and how\r\n\r\n273\r\n00:09:48,980 --&gt; 00:09:50,850\r\nit works. And that kind of goes\r\n\r\n274\r\n00:09:50,850 --&gt; 00:09:52,110\r\nI think along with problem\r\n\r\n275\r\n00:09:52,110 --&gt; 00:09:53,930\r\nsolving too. When people come\r\n\r\n276\r\n00:09:55,130 --&gt; 00:09:56,340\r\nto you with a problem\r\n\r\n277\r\n00:09:56,960 --&gt; 00:09:58,390\r\nor you're trying to figure\r\n\r\n278\r\n00:09:58,390 --&gt; 00:09:59,800\r\nout a solution for them,\r\n\r\n279\r\n00:10:00,180 --&gt; 00:10:02,630\r\nunderstanding that the product information\r\n\r\n280\r\n00:10:02,630 --&gt; 00:10:03,360\r\nis a good thing. It\r\n\r\n281\r\n00:10:03,360 --&gt; 00:10:05,340\r\nis. I love that you\r\n\r\n282\r\n00:10:05,340 --&gt; 00:10:07,530\r\npicked self control to as\r\n\r\n283\r\n00:10:08,480 --&gt; 00:10:12,440\r\nan option. I think together...\r\n\r\n284\r\n00:10:13,200 --&gt; 00:10:14,120\r\nThey say that this whole\r\n\r\n285\r\n00:10:14,120 --&gt; 00:10:16,550\r\nlist is sort of the\r\n\r\n286\r\n00:10:16,550 --&gt; 00:10:18,110\r\nbasic skills and you guys\r\n\r\n287\r\n00:10:18,110 --&gt; 00:10:19,440\r\nhave complemented each other very\r\n\r\n288\r\n00:10:19,440 --&gt; 00:10:21,020\r\nwell on that list for\r\n\r\n289\r\n00:10:21,020 --&gt; 00:10:26,460\r\nsure. Thank you. number two,\r\n\r\n290\r\n00:10:26,460 --&gt; 00:10:28,130\r\nwhen we talk about problem\r\n\r\n291\r\n00:10:28,130 --&gt; 00:10:30,730\r\nsolving and self control, it's\r\n\r\n292\r\n00:10:30,790 --&gt; 00:10:33,600\r\na good segue, is handling\r\n\r\n293\r\n00:10:33,600 --&gt; 00:10:35,710\r\ndifficult customers. Do you guys\r\n\r\n294\r\n00:10:35,710 --&gt; 00:10:37,670\r\nhave challenges with customers calling\r\n\r\n295\r\n00:10:37,670 --&gt; 00:10:38,400\r\nin? I know a lot\r\n\r\n296\r\n00:10:38,400 --&gt; 00:10:39,930\r\nof call centers and contact\r\n\r\n297\r\n00:10:39,930 --&gt; 00:10:42,530\r\ncenters sometimes have customers who\r\n\r\n298\r\n00:10:42,530 --&gt; 00:10:45,110\r\nare frustrated or upset possibly\r\n\r\n299\r\n00:10:45,110 --&gt; 00:10:47,310\r\nwith a policy or with\r\n\r\n300\r\n00:10:47,360 --&gt; 00:10:48,580\r\na process or with the\r\n\r\n301\r\n00:10:48,580 --&gt; 00:10:50,910\r\nproduct and they call into\r\n\r\n302\r\n00:10:50,910 --&gt; 00:10:53,130\r\nthe customer service representative to\r\n\r\n303\r\n00:10:53,130 --&gt; 00:10:54,460\r\nhelp them solve that problem.\r\n\r\n304\r\n00:10:54,770 --&gt; 00:10:56,300\r\nDo you guys experience that?\r\n\r\n305\r\n00:10:56,300 --&gt; 00:10:58,020\r\nAnd if you do, Neli,\r\n\r\n306\r\n00:10:58,220 --&gt; 00:10:59,670\r\nhow do you advise your\r\n\r\n307\r\n00:11:00,070 --&gt; 00:11:02,450\r\nadvisors to handle those situations?\r\n\r\n308\r\n00:11:05,160 --&gt; 00:11:08,550\r\nFirstly, our contact center is an outbound contact center where\r\n\r\n309\r\n00:11:08,550 --&gt; 00:11:12,930\r\nwe actually call our candidates. Often\r\n\r\n310\r\n00:11:12,930 --&gt; 00:11:13,910\r\nthan not, we do not\r\n\r\n311\r\n00:11:13,910 --&gt; 00:11:17,400\r\nget irate customers because remember\r\n\r\n312\r\n00:11:17,720 --&gt; 00:11:18,880\r\nour kind of service is\r\n\r\n313\r\n00:11:18,880 --&gt; 00:11:21,770\r\ndifferent where these candidates are actually\r\n\r\n314\r\n00:11:22,010 --&gt; 00:11:24,200\r\nwaiting, desperately waiting for this\r\n\r\n315\r\n00:11:24,720 --&gt; 00:11:26,170\r\ncall from Harambee because this\r\n\r\n316\r\n00:11:26,170 --&gt; 00:11:27,710\r\nis more their last hope\r\n\r\n317\r\n00:11:28,000 --&gt; 00:11:29,840\r\nof actually changing their lives.\r\n\r\n318\r\n00:11:30,710 --&gt; 00:11:32,530\r\nHowever, what also makes it\r\n\r\n319\r\n00:11:32,530 --&gt; 00:11:34,180\r\na bit easier for our advisors,\r\n\r\n320\r\n00:11:34,180 --&gt; 00:11:35,860\r\nthe fact that themselves, they\r\n\r\n321\r\n00:11:35,860 --&gt; 00:11:37,610\r\nwere once candidate. So everyone who works in\r\n\r\n322\r\n00:11:38,010 --&gt; 00:11:39,980\r\nthe contact center was once\r\n\r\n323\r\n00:11:39,980 --&gt; 00:11:41,810\r\na candidate. So those in\r\n\r\n324\r\n00:11:41,810 --&gt; 00:11:43,130\r\nthe same position as the\r\n\r\n325\r\n00:11:43,130 --&gt; 00:11:44,410\r\npeople they are talking to on the\r\n\r\n326\r\n00:11:44,410 --&gt; 00:11:47,650\r\nphone. Therefore,, when a candidate\r\n\r\n327\r\n00:11:47,650 --&gt; 00:11:49,090\r\non the other line feeling\r\n\r\n328\r\n00:11:49,090 --&gt; 00:11:51,960\r\nlike they depressed or they lost\r\n\r\n329\r\n00:11:51,960 --&gt; 00:11:53,670\r\nhope, they're easily able to\r\n\r\n330\r\n00:11:53,670 --&gt; 00:11:55,150\r\nsort of bring them back,\r\n\r\n331\r\n00:11:55,220 --&gt; 00:11:56,850\r\ngive them hope in a\r\n\r\n332\r\n00:11:56,850 --&gt; 00:11:58,170\r\nsense that they can relate\r\n\r\n333\r\n00:11:58,220 --&gt; 00:11:59,710\r\nto the situation, they can\r\n\r\n334\r\n00:11:59,710 --&gt; 00:12:01,610\r\nrelate to their story. Therefore,\r\n\r\n335\r\n00:12:01,730 --&gt; 00:12:02,590\r\nit makes it a bit\r\n\r\n336\r\n00:12:02,590 --&gt; 00:12:05,700\r\neasier for both parties to actually\r\n\r\n337\r\n00:12:05,960 --&gt; 00:12:07,360\r\nmake sure that the person\r\n\r\n338\r\n00:12:07,360 --&gt; 00:12:09,600\r\non the other line is\r\n\r\n339\r\n00:12:09,600 --&gt; 00:12:11,500\r\na bit warm and able to give\r\n\r\n340\r\n00:12:11,750 --&gt; 00:12:12,750\r\nus the information that we\r\n\r\n341\r\n00:12:12,750 --&gt; 00:12:13,880\r\nrequire to be able to\r\n\r\n342\r\n00:12:13,880 --&gt; 00:12:15,650\r\nassist them. But however, the\r\n\r\n343\r\n00:12:15,650 --&gt; 00:12:18,170\r\nsecond layer is yes, not\r\n\r\n344\r\n00:12:18,400 --&gt; 00:12:20,040\r\n100% where you get people\r\n\r\n345\r\n00:12:20,040 --&gt; 00:12:22,050\r\nwho are willing to give\r\n\r\n346\r\n00:12:22,050 --&gt; 00:12:24,450\r\ninformation. And that example is really\r\n\r\n347\r\n00:12:24,790 --&gt; 00:12:28,510\r\non the call that made\r\n\r\n348\r\n00:12:28,510 --&gt; 00:12:30,320\r\nThapelo to win this competition,\r\n\r\n349\r\n00:12:30,610 --&gt; 00:12:32,190\r\nis someone was very skeptical\r\n\r\n350\r\n00:12:32,190 --&gt; 00:12:34,650\r\nbecause the first part of\r\n\r\n351\r\n00:12:34,650 --&gt; 00:12:36,780\r\nthe call, we verify personal\r\n\r\n352\r\n00:12:37,110 --&gt; 00:12:39,360\r\ninformation. So now the question, why\r\n\r\n353\r\n00:12:39,360 --&gt; 00:12:40,310\r\nare you even asking me\r\n\r\n354\r\n00:12:40,310 --&gt; 00:12:41,990\r\nmy ID number? So now\r\n\r\n355\r\n00:12:41,990 --&gt; 00:12:44,260\r\nour advisors are able to\r\n\r\n356\r\n00:12:44,510 --&gt; 00:12:46,350\r\nhandle those objections and how\r\n\r\n357\r\n00:12:46,350 --&gt; 00:12:47,660\r\nwe help them is we've\r\n\r\n358\r\n00:12:47,660 --&gt; 00:12:48,740\r\ngot a great team of\r\n\r\n359\r\n00:12:48,740 --&gt; 00:12:50,610\r\nQA as well as the\r\n\r\n360\r\n00:12:50,610 --&gt; 00:12:53,100\r\nteam leaders, our supervisors and the\r\n\r\n361\r\n00:12:53,100 --&gt; 00:12:54,330\r\ntrainer. We are able to\r\n\r\n362\r\n00:12:54,350 --&gt; 00:12:55,500\r\nhelp them in terms of\r\n\r\n363\r\n00:12:55,690 --&gt; 00:12:56,980\r\nhow to handle some of\r\n\r\n364\r\n00:12:56,980 --&gt; 00:12:59,020\r\nthese objections. But the main\r\n\r\n365\r\n00:12:59,020 --&gt; 00:13:01,200\r\ningredient is really our advisors\r\n\r\n366\r\n00:13:01,200 --&gt; 00:13:03,150\r\nbecause they've been there, they're able\r\n\r\n367\r\n00:13:03,150 --&gt; 00:13:05,220\r\nto sort of make and\r\n\r\n368\r\n00:13:05,220 --&gt; 00:13:06,930\r\nrelay the story to the\r\n\r\n369\r\n00:13:06,930 --&gt; 00:13:08,720\r\nnext person to make sure that the warm up\r\n\r\n370\r\n00:13:08,720 --&gt; 00:13:14,560\r\nto the call. Yeah. Thapelo,\r\n\r\n371\r\n00:13:14,560 --&gt; 00:13:15,470\r\ncan you tell us a\r\n\r\n372\r\n00:13:15,470 --&gt; 00:13:17,060\r\nlittle bit about that story\r\n\r\n373\r\n00:13:17,060 --&gt; 00:13:20,730\r\nwhere you were working with\r\n\r\n374\r\n00:13:20,730 --&gt; 00:13:22,250\r\nsomeone and they were really\r\n\r\n375\r\n00:13:22,250 --&gt; 00:13:25,210\r\nhesitant to work with you,\r\n\r\n376\r\n00:13:25,290 --&gt; 00:13:26,710\r\nand then how did you get\r\n\r\n377\r\n00:13:26,710 --&gt; 00:13:28,930\r\nthem... Obviously Neli, you talked\r\n\r\n378\r\n00:13:28,930 --&gt; 00:13:31,230\r\na lot about empathy and\r\n\r\n379\r\n00:13:31,230 --&gt; 00:13:32,850\r\nbeing able to relate to\r\n\r\n380\r\n00:13:32,850 --&gt; 00:13:34,420\r\nthe people who you're speaking\r\n\r\n381\r\n00:13:34,420 --&gt; 00:13:35,880\r\nwith. And so Thapelo, can\r\n\r\n382\r\n00:13:35,880 --&gt; 00:13:37,210\r\nyou share a little bit about that as\r\n\r\n383\r\n00:13:37,210 --&gt; 00:13:40,350\r\nwell? All right. I'd say\r\n\r\n384\r\n00:13:40,590 --&gt; 00:13:43,620\r\nthe call for me was an\r\n\r\n385\r\n00:13:43,620 --&gt; 00:13:45,680\r\neye opener. It made me\r\n\r\n386\r\n00:13:45,680 --&gt; 00:13:47,470\r\nrealize that most of our\r\n\r\n387\r\n00:13:47,470 --&gt; 00:13:50,220\r\ncandidates believe that there's a lot of scams\r\n\r\n388\r\n00:13:50,220 --&gt; 00:13:51,650\r\ngoing on. And with that being said, it had me basically worried and I had to explain what Harambee as a brand stands for.\r\n\r\n389\r\n00:14:06,270 --&gt; 00:14:07,120\r\nI had to also remind the candidate that we really want to help them and I had to show\r\n\r\n390\r\n00:14:07,120 --&gt; 00:14:08,470\r\nthe candidate and make them\r\n\r\n391\r\n00:14:08,470 --&gt; 00:14:10,670\r\nunderstand that I too have been in their\r\n\r\n392\r\n00:14:10,670 --&gt; 00:14:14,300\r\nshoes. But holistically, I needed to\r\n\r\n393\r\n00:14:14,670 --&gt; 00:14:17,300\r\nremind them that as a\r\n\r\n394\r\n00:14:17,300 --&gt; 00:14:19,020\r\nyoung South Africans, their journey\r\n\r\n395\r\n00:14:19,020 --&gt; 00:14:20,920\r\nis common and the call\r\n\r\n396\r\n00:14:20,920 --&gt; 00:14:23,170\r\ncenter department at Harambee has\r\n\r\n397\r\n00:14:23,430 --&gt; 00:14:24,960\r\na lot of those agents who\r\n\r\n398\r\n00:14:24,960 --&gt; 00:14:26,160\r\ncome from the same line.\r\n\r\n399\r\n00:14:27,880 --&gt; 00:14:28,080\r\nAnd it was a bit difficult because the candidate had a lot\r\n\r\n400\r\n00:14:28,080 --&gt; 00:14:33,770\r\nof doubt, but he warmed\r\n\r\n401\r\n00:14:33,770 --&gt; 00:14:35,350\r\nup as soon as I shared with him that\r\n\r\n402\r\n00:14:35,810 --&gt; 00:14:36,250\r\nit is a free service\r\n\r\n403\r\n00:14:36,250 --&gt; 00:14:40,960\r\nand we wanted to help them as best as we can. I'd say\r\n\r\n404\r\n00:14:40,960 --&gt; 00:14:44,280\r\neven customer complaints, even customer\r\n\r\n405\r\n00:14:44,280 --&gt; 00:14:46,760\r\nqueries, they do also help\r\n\r\n406\r\n00:14:46,910 --&gt; 00:14:47,930\r\nus as agents to better\r\n\r\n407\r\n00:14:47,930 --&gt; 00:14:50,910\r\nourselves and in handling the\r\n\r\n408\r\n00:14:50,910 --&gt; 00:14:52,190\r\nnext candidate that has a\r\n\r\n409\r\n00:14:52,190 --&gt; 00:14:54,980\r\nsimilar problem. I would say\r\n\r\n410\r\n00:14:54,980 --&gt; 00:14:58,770\r\nwe draw a lot of energy from those complaints because they help us in\r\n\r\n411\r\n00:14:58,770 --&gt; 00:15:02,490\r\nimproving services. And the team as Neli\r\n\r\n412\r\n00:15:03,450 --&gt; 00:15:06,310\r\nas highlighted have put aside\r\n\r\n413\r\n00:15:06,710 --&gt; 00:15:07,590\r\nthe procedures in order for\r\n\r\n414\r\n00:15:07,910 --&gt; 00:15:10,530\r\nus to handle those queries.\r\n\r\n415\r\n00:15:11,530 --&gt; 00:15:12,130\r\nAnd it's something that we really, really\r\n\r\n416\r\n00:15:14,160 --&gt; 00:15:16,750\r\nas agents like and enjoy\r\n\r\n417\r\n00:15:16,840 --&gt; 00:15:18,710\r\ndoing, making someone understand the\r\n\r\n418\r\n00:15:18,710 --&gt; 00:15:21,930\r\nimportance or Harambee in essence\r\n\r\n419\r\n00:15:22,480 --&gt; 00:15:25,530\r\nto their life. Yeah. And I think it is\r\n\r\n420\r\n00:15:25,530 --&gt; 00:15:26,590\r\ngreat too that you guys\r\n\r\n421\r\n00:15:26,590 --&gt; 00:15:29,600\r\nhave that experience as well that you can\r\n\r\n422\r\n00:15:29,600 --&gt; 00:15:31,760\r\nshare with them since you've\r\n\r\n423\r\n00:15:31,760 --&gt; 00:15:33,390\r\nbeen in the same situation\r\n\r\n424\r\n00:15:33,390 --&gt; 00:15:34,470\r\nand you can relate to\r\n\r\n425\r\n00:15:34,470 --&gt; 00:15:35,530\r\nwhat they're saying, but then\r\n\r\n426\r\n00:15:35,530 --&gt; 00:15:36,940\r\nalso that's convincing to them\r\n\r\n427\r\n00:15:36,940 --&gt; 00:15:39,440\r\nas well. Just having that\r\n\r\n428\r\n00:15:39,440 --&gt; 00:15:41,280\r\nhuman empathy though, just that\r\n\r\n429\r\n00:15:41,280 --&gt; 00:15:43,170\r\nhuman element of wanting to\r\n\r\n430\r\n00:15:43,170 --&gt; 00:15:46,480\r\nhelp someone and to understand their situation\r\n\r\n431\r\n00:15:46,950 --&gt; 00:15:47,810\r\nI think goes a long\r\n\r\n432\r\n00:15:47,810 --&gt; 00:15:50,000\r\nway in customer service, for\r\n\r\n433\r\n00:15:50,000 --&gt; 00:15:53,380\r\nsure. Absolutely. I think one\r\n\r\n434\r\n00:15:53,380 --&gt; 00:15:54,300\r\nof the main thing as\r\n\r\n435\r\n00:15:54,300 --&gt; 00:15:56,570\r\nwell is being connected to\r\n\r\n436\r\n00:15:56,570 --&gt; 00:15:59,680\r\nthe Harambee[inaudible 00:00:15:57]. And our\r\n\r\n437\r\n00:15:59,680 --&gt; 00:16:01,990\r\nspace really is about anyone\r\n\r\n438\r\n00:16:01,990 --&gt; 00:16:03,390\r\nwho works in the organization,\r\n\r\n439\r\n00:16:03,390 --&gt; 00:16:04,250\r\nyou really have to be\r\n\r\n440\r\n00:16:04,250 --&gt; 00:16:05,760\r\na good fit for what\r\n\r\n441\r\n00:16:05,760 --&gt; 00:16:07,640\r\nwe're driving as Harambee, for what\r\n\r\n442\r\n00:16:07,640 --&gt; 00:16:09,940\r\nwe stand for. So being\r\n\r\n443\r\n00:16:09,940 --&gt; 00:16:11,640\r\nconnected to the purpose as Harambee, it\r\n\r\n444\r\n00:16:12,370 --&gt; 00:16:14,000\r\nreally plays a huge role\r\n\r\n445\r\n00:16:14,000 --&gt; 00:16:16,860\r\nwhere people still feel energized\r\n\r\n446\r\n00:16:16,860 --&gt; 00:16:17,940\r\nto come to work because\r\n\r\n447\r\n00:16:17,940 --&gt; 00:16:20,230\r\nit's really not about target.\r\n\r\n448\r\n00:16:20,680 --&gt; 00:16:21,680\r\nIn our space, we use\r\n\r\n449\r\n00:16:21,680 --&gt; 00:16:22,840\r\na language, where how many\r\n\r\n450\r\n00:16:22,840 --&gt; 00:16:24,240\r\nlives did you change on\r\n\r\n451\r\n00:16:24,240 --&gt; 00:16:25,990\r\na daily basis? Wow! It's\r\n\r\n452\r\n00:16:25,990 --&gt; 00:16:28,670\r\nnot really about how many in\r\n\r\n453\r\n00:16:28,670 --&gt; 00:16:30,830\r\nterms of how many, in\r\n\r\n454\r\n00:16:30,830 --&gt; 00:16:31,930\r\nother industries they will tell\r\n\r\n455\r\n00:16:31,930 --&gt; 00:16:32,960\r\nyou about the target. You need\r\n\r\n456\r\n00:16:32,960 --&gt; 00:16:33,920\r\nto make 20 or you\r\n\r\n457\r\n00:16:33,920 --&gt; 00:16:34,750\r\nneed to have spoken to\r\n\r\n458\r\n00:16:34,750 --&gt; 00:16:36,270\r\n50 people. We don't use\r\n\r\n459\r\n00:16:36,270 --&gt; 00:16:37,390\r\nthat language at all because\r\n\r\n460\r\n00:16:37,390 --&gt; 00:16:39,090\r\nyou understand what Harambee is\r\n\r\n461\r\n00:16:39,090 --&gt; 00:16:40,400\r\nall about. We use a\r\n\r\n462\r\n00:16:40,400 --&gt; 00:16:42,700\r\nsimple language, how many lives\r\n\r\n463\r\n00:16:42,840 --&gt; 00:16:43,690\r\ndid you change on a\r\n\r\n464\r\n00:16:43,690 --&gt; 00:16:44,980\r\ndaily basis, which makes it\r\n\r\n465\r\n00:16:44,980 --&gt; 00:16:46,570\r\neasy for the negative for\r\n\r\n466\r\n00:16:46,570 --&gt; 00:16:48,430\r\nthe advisors to really wake\r\n\r\n467\r\n00:16:48,430 --&gt; 00:16:49,560\r\nup in the morning, come\r\n\r\n468\r\n00:16:49,560 --&gt; 00:16:50,390\r\nto work because they are\r\n\r\n469\r\n00:16:50,390 --&gt; 00:16:52,570\r\ndriven by these peoples. I\r\n\r\n470\r\n00:16:52,570 --&gt; 00:16:53,400\r\nwant to go to work\r\n\r\n471\r\n00:16:53,400 --&gt; 00:16:55,260\r\nbecause I really want to\r\n\r\n472\r\n00:16:55,260 --&gt; 00:16:57,850\r\nchange lives. That's all it\r\n\r\n473\r\n00:16:57,850 --&gt; 00:17:00,350\r\nis in our space. That's\r\n\r\n474\r\n00:17:00,350 --&gt; 00:17:03,710\r\namazing. Yeah, that is... When\r\n\r\n475\r\n00:17:03,710 --&gt; 00:17:05,730\r\nwe talk about metrics and\r\n\r\n476\r\n00:17:07,250 --&gt; 00:17:08,260\r\nit's nice to hear this\r\n\r\n477\r\n00:17:08,260 --&gt; 00:17:11,920\r\ndifferent side of service where\r\n\r\n478\r\n00:17:12,310 --&gt; 00:17:13,370\r\nyou can have an 18\r\n\r\n479\r\n00:17:13,370 --&gt; 00:17:15,530\r\nminute call and you can,\r\n\r\n480\r\n00:17:16,010 --&gt; 00:17:17,620\r\nchange someone's life on a\r\n\r\n481\r\n00:17:17,620 --&gt; 00:17:19,500\r\ndaily basis. That's pretty powerful.\r\n\r\n482\r\n00:17:20,140 --&gt; 00:17:22,440\r\nYeah, it is. I'd say\r\n\r\n483\r\n00:17:22,840 --&gt; 00:17:26,110\r\nwhat satisfies us as agents is the\r\n\r\n484\r\n00:17:26,110 --&gt; 00:17:29,290\r\nfact that when you assist\r\n\r\n485\r\n00:17:29,290 --&gt; 00:17:31,020\r\nsomeone, you don't get anything\r\n\r\n486\r\n00:17:32,350 --&gt; 00:17:33,240\r\nback. But the fact that you\r\n\r\n487\r\n00:17:34,320 --&gt; 00:17:36,230\r\nhave changed someone's life or\r\n\r\n488\r\n00:17:36,230 --&gt; 00:17:39,340\r\nsituation is more and more complimentary than\r\n\r\n489\r\n00:17:39,340 --&gt; 00:17:41,980\r\nanything else. It means that\r\n\r\n490\r\n00:17:41,980 --&gt; 00:17:47,090\r\nyou regenerate a goal of loyalty between us and candidates. And\r\n\r\n491\r\n00:17:47,090 --&gt; 00:17:48,340\r\nit's much more easier for\r\n\r\n492\r\n00:17:48,340 --&gt; 00:17:50,610\r\nthem to even refer us to other\r\n\r\n493\r\n00:17:51,120 --&gt; 00:17:55,430\r\nyoung South Africans who are seeking help. I'd say the candidate that we are\r\n\r\n494\r\n00:17:55,430 --&gt; 00:17:59,670\r\non the phone now is really the candidate that you want to help. So\r\n\r\n495\r\n00:18:00,770 --&gt; 00:18:04,400\r\ncase by case, every case is important. Every call\r\n\r\n496\r\n00:18:04,400 --&gt; 00:18:07,570\r\nthat we meet is entirely to change someone's life.\r\n\r\n497\r\n00:18:08,080 --&gt; 00:18:13,370\r\nSo that's what we stand for and that's the culture here. is amazing.\r\n\r\n498\r\n00:18:14,940 --&gt; 00:18:16,870\r\nIt's a nice transition into\r\n\r\n499\r\n00:18:17,460 --&gt; 00:18:19,020\r\nour next point, which is\r\n\r\n500\r\n00:18:19,020 --&gt; 00:18:22,530\r\nabout recognizing and rewarding agents.\r\n\r\n501\r\n00:18:22,600 --&gt; 00:18:24,850\r\nBecause you said that's your\r\n\r\n502\r\n00:18:24,850 --&gt; 00:18:26,310\r\nreward for you is that\r\n\r\n503\r\n00:18:26,310 --&gt; 00:18:27,320\r\nyou get to change people's\r\n\r\n504\r\n00:18:27,320 --&gt; 00:18:30,360\r\nlives. Obviously, we recognized you\r\n\r\n505\r\n00:18:30,360 --&gt; 00:18:32,010\r\nin the CX Heroes program\r\n\r\n506\r\n00:18:32,580 --&gt; 00:18:34,400\r\nfor Genesys and you joined\r\n\r\n507\r\n00:18:34,400 --&gt; 00:18:35,700\r\nus on the main stage\r\n\r\n508\r\n00:18:35,700 --&gt; 00:18:38,070\r\nin Amsterdam, which was fantastic.\r\n\r\n509\r\n00:18:38,690 --&gt; 00:18:39,650\r\nAnd for all of you\r\n\r\n510\r\n00:18:40,020 --&gt; 00:18:42,030\r\nwho's listening, check out the\r\n\r\n511\r\n00:18:42,160 --&gt; 00:18:45,280\r\ngenesys. com\/ cxheroes landing page.\r\n\r\n512\r\n00:18:45,570 --&gt; 00:18:48,060\r\nYou can see Thapelo's blog\r\n\r\n513\r\n00:18:48,060 --&gt; 00:18:50,160\r\npost about his story and\r\n\r\n514\r\n00:18:50,160 --&gt; 00:18:51,400\r\nwe're uploading a new video\r\n\r\n515\r\n00:18:51,400 --&gt; 00:18:53,870\r\nthere soon too, highlighting Thapelo\r\n\r\n516\r\n00:18:53,910 --&gt; 00:18:55,810\r\nand hearing his story on\r\n\r\n517\r\n00:18:55,810 --&gt; 00:18:58,900\r\ncamera. CX Heroes is a\r\n\r\n518\r\n00:18:58,900 --&gt; 00:19:02,180\r\ngreat program where anyone out\r\n\r\n519\r\n00:19:02,180 --&gt; 00:19:03,690\r\nthere, anywhere around the world\r\n\r\n520\r\n00:19:03,690 --&gt; 00:19:06,260\r\ncan recognize an agent or\r\n\r\n521\r\n00:19:06,260 --&gt; 00:19:07,950\r\na service rep or an\r\n\r\n522\r\n00:19:07,950 --&gt; 00:19:10,150\r\nadvisor, a manager, or a\r\n\r\n523\r\n00:19:10,150 --&gt; 00:19:13,250\r\nsupervisor for providing great customer\r\n\r\n524\r\n00:19:13,250 --&gt; 00:19:15,880\r\nservice. Just listening, caring, having\r\n\r\n525\r\n00:19:15,880 --&gt; 00:19:17,910\r\nempathy, or just solving a\r\n\r\n526\r\n00:19:17,910 --&gt; 00:19:19,560\r\nproblem in a unique way.\r\n\r\n527\r\n00:19:20,140 --&gt; 00:19:20,730\r\nAnd you can read some\r\n\r\n528\r\n00:19:20,730 --&gt; 00:19:21,640\r\nof the stories up there,\r\n\r\n529\r\n00:19:21,640 --&gt; 00:19:23,330\r\nbut the nomination form's there,\r\n\r\n530\r\n00:19:23,330 --&gt; 00:19:24,520\r\njust fill out the form\r\n\r\n531\r\n00:19:24,520 --&gt; 00:19:27,680\r\nand tell your story. And\r\n\r\n532\r\n00:19:27,870 --&gt; 00:19:29,650\r\nthen we received the nominations\r\n\r\n533\r\n00:19:29,650 --&gt; 00:19:31,380\r\nand we select them, the\r\n\r\n534\r\n00:19:31,380 --&gt; 00:19:32,360\r\nstories that we're going to\r\n\r\n535\r\n00:19:32,360 --&gt; 00:19:34,360\r\ntell and we do video\r\n\r\n536\r\n00:19:34,360 --&gt; 00:19:35,340\r\nas well as blogs and\r\n\r\n537\r\n00:19:35,340 --&gt; 00:19:36,420\r\nsocial media. So I would\r\n\r\n538\r\n00:19:36,420 --&gt; 00:19:38,410\r\nencourage you to submit stories\r\n\r\n539\r\n00:19:38,410 --&gt; 00:19:40,260\r\nif you're listening because it\r\n\r\n540\r\n00:19:40,260 --&gt; 00:19:43,270\r\ndoes recognize your agents and\r\n\r\n541\r\n00:19:43,740 --&gt; 00:19:44,810\r\nyour company as well for\r\n\r\n542\r\n00:19:44,810 --&gt; 00:19:46,920\r\nproviding great service. How do\r\n\r\n543\r\n00:19:46,920 --&gt; 00:19:50,110\r\nyou guys, Neli, internally, do\r\n\r\n544\r\n00:19:50,110 --&gt; 00:19:51,330\r\nyou guys have any internal\r\n\r\n545\r\n00:19:51,330 --&gt; 00:19:52,920\r\nprogram that you guys use\r\n\r\n546\r\n00:19:52,920 --&gt; 00:19:55,530\r\nto recognize your advisors for\r\n\r\n547\r\n00:19:55,530 --&gt; 00:19:57,650\r\ndoing good work? Yes, we\r\n\r\n548\r\n00:19:57,650 --&gt; 00:19:59,650\r\ndo, but what is important\r\n\r\n549\r\n00:19:59,650 --&gt; 00:20:01,210\r\nis we do not drive\r\n\r\n550\r\n00:20:01,210 --&gt; 00:20:04,670\r\nany monetary rewards, as I\r\n\r\n551\r\n00:20:04,670 --&gt; 00:20:06,480\r\nsaid, because we really want\r\n\r\n552\r\n00:20:06,480 --&gt; 00:20:08,810\r\nthe team to be connected\r\n\r\n553\r\n00:20:08,810 --&gt; 00:20:10,720\r\nto the purpose. However, on\r\n\r\n554\r\n00:20:10,720 --&gt; 00:20:13,420\r\na monthly basis, we award\r\n\r\n555\r\n00:20:13,960 --&gt; 00:20:16,760\r\nour overall top achiever in\r\n\r\n556\r\n00:20:16,760 --&gt; 00:20:17,810\r\na sense that we look\r\n\r\n557\r\n00:20:17,810 --&gt; 00:20:19,500\r\nat adherence. For us, as\r\n\r\n558\r\n00:20:19,500 --&gt; 00:20:21,450\r\nI alluded earlier on the\r\n\r\n559\r\n00:20:21,720 --&gt; 00:20:24,070\r\nchanging of lives, we really\r\n\r\n560\r\n00:20:24,070 --&gt; 00:20:25,240\r\nbring it back when we\r\n\r\n561\r\n00:20:25,240 --&gt; 00:20:26,730\r\nreward people at the end\r\n\r\n562\r\n00:20:26,730 --&gt; 00:20:27,870\r\nof the month where we\r\n\r\n563\r\n00:20:28,400 --&gt; 00:20:30,680\r\nlook at, were you punctual?\r\n\r\n564\r\n00:20:30,680 --&gt; 00:20:31,510\r\nDo you come to work\r\n\r\n565\r\n00:20:31,510 --&gt; 00:20:32,830\r\non time? Because we look\r\n\r\n566\r\n00:20:32,830 --&gt; 00:20:33,750\r\nat, if you are late\r\n\r\n567\r\n00:20:33,750 --&gt; 00:20:34,900\r\nfor five minutes or 10\r\n\r\n568\r\n00:20:34,900 --&gt; 00:20:36,070\r\nminutes, we really link it\r\n\r\n569\r\n00:20:36,190 --&gt; 00:20:37,780\r\nback to say you've missed\r\n\r\n570\r\n00:20:37,780 --&gt; 00:20:39,640\r\nan opportunity to change someone's\r\n\r\n571\r\n00:20:39,640 --&gt; 00:20:40,890\r\nlife in the 10 minutes.\r\n\r\n572\r\n00:20:41,200 --&gt; 00:20:42,130\r\nSo we don't really talk\r\n\r\n573\r\n00:20:42,130 --&gt; 00:20:44,130\r\nabout you are late, but\r\n\r\n574\r\n00:20:44,130 --&gt; 00:20:45,130\r\nwe relate it back to\r\n\r\n575\r\n00:20:45,360 --&gt; 00:20:47,550\r\nreally seeing the importance and\r\n\r\n576\r\n00:20:47,550 --&gt; 00:20:49,030\r\nthe impact of you being\r\n\r\n577\r\n00:20:49,030 --&gt; 00:20:51,120\r\nlate to work. Therefore, we\r\n\r\n578\r\n00:20:51,120 --&gt; 00:20:52,260\r\nreward them in the sense\r\n\r\n579\r\n00:20:52,260 --&gt; 00:20:55,250\r\nthat the adherence to schedule\r\n\r\n580\r\n00:20:55,520 --&gt; 00:20:56,990\r\nand how many lives did\r\n\r\n581\r\n00:20:56,990 --&gt; 00:20:58,900\r\nyou change, but especially the one\r\n\r\n582\r\n00:20:58,900 --&gt; 00:21:00,260\r\nbig element is really about the\r\n\r\n583\r\n00:21:00,260 --&gt; 00:21:01,960\r\nquality. We're not really looking\r\n\r\n584\r\n00:21:01,960 --&gt; 00:21:02,910\r\nat the number of lives that\r\n\r\n585\r\n00:21:03,190 --&gt; 00:21:04,060\r\nyou changed, but the quality\r\n\r\n586\r\n00:21:04,060 --&gt; 00:21:05,500\r\nof the conversation that you\r\n\r\n587\r\n00:21:05,500 --&gt; 00:21:07,720\r\nhave. And what also is\r\n\r\n588\r\n00:21:07,720 --&gt; 00:21:10,110\r\nimportant in these monthly meetings\r\n\r\n589\r\n00:21:10,180 --&gt; 00:21:11,160\r\nthat we normally have where\r\n\r\n590\r\n00:21:11,160 --&gt; 00:21:13,070\r\nwe recognize our team, it's\r\n\r\n591\r\n00:21:13,070 --&gt; 00:21:15,460\r\nreally about we give them certificated\r\n\r\n592\r\n00:21:15,460 --&gt; 00:21:16,760\r\nat the end of the\r\n\r\n593\r\n00:21:16,760 --&gt; 00:21:19,700\r\nsession and importantly, even the\r\n\r\n594\r\n00:21:19,700 --&gt; 00:21:21,870\r\ncandidate themselves, that we actually match\r\n\r\n595\r\n00:21:22,620 --&gt; 00:21:23,830\r\nto these candidates. They do\r\n\r\n596\r\n00:21:23,830 --&gt; 00:21:24,970\r\ncome through to the contact\r\n\r\n597\r\n00:21:24,970 --&gt; 00:21:27,150\r\ncenter, where now they meet the\r\n\r\n598\r\n00:21:27,150 --&gt; 00:21:28,530\r\nperson who they spoke to\r\n\r\n599\r\n00:21:28,530 --&gt; 00:21:29,990\r\nover the phone just to\r\n\r\n600\r\n00:21:29,990 --&gt; 00:21:32,230\r\nshow appreciation. And I can\r\n\r\n601\r\n00:21:32,230 --&gt; 00:21:34,060\r\ntell you Jill, the atmosphere\r\n\r\n602\r\n00:21:34,500 --&gt; 00:21:35,930\r\nin the room, it's something\r\n\r\n603\r\n00:21:35,930 --&gt; 00:21:36,490\r\nelse where you are now\r\n\r\n604\r\n00:21:36,490 --&gt; 00:21:39,130\r\nmeeting the person you spoke\r\n\r\n605\r\n00:21:39,130 --&gt; 00:21:40,850\r\nto over the phone. Now,\r\n\r\n606\r\n00:21:40,970 --&gt; 00:21:42,490\r\nactually the advisor is meeting\r\n\r\n607\r\n00:21:42,490 --&gt; 00:21:43,420\r\nthe person who they were\r\n\r\n608\r\n00:21:43,420 --&gt; 00:21:44,600\r\ntalking to on the phone.\r\n\r\n609\r\n00:21:45,000 --&gt; 00:21:46,970\r\nSo that magic is what we do on\r\n\r\n610\r\n00:21:46,970 --&gt; 00:21:48,440\r\na monthly basis where we\r\n\r\n611\r\n00:21:48,440 --&gt; 00:21:49,560\r\nmake sure that we invite\r\n\r\n612\r\n00:21:49,560 --&gt; 00:21:51,220\r\nsomeone we've placed who are\r\n\r\n613\r\n00:21:51,220 --&gt; 00:21:52,350\r\ncoming to the contact center\r\n\r\n614\r\n00:21:52,510 --&gt; 00:21:53,590\r\nto make sure that we\r\n\r\n615\r\n00:21:53,590 --&gt; 00:21:55,580\r\nreignite that energy, that spirit\r\n\r\n616\r\n00:21:56,120 --&gt; 00:21:57,100\r\nto make sure that what we do\r\n\r\n617\r\n00:21:57,100 --&gt; 00:21:58,140\r\nis not just a dream.\r\n\r\n618\r\n00:21:58,320 --&gt; 00:21:59,550\r\nIt's really something that it's\r\n\r\n619\r\n00:21:59,550 --&gt; 00:22:01,650\r\nhappening, it's real, and the\r\n\r\n620\r\n00:22:01,650 --&gt; 00:22:03,670\r\nperson that we are speaking to is actually next\r\n\r\n621\r\n00:22:03,670 --&gt; 00:22:05,500\r\nto them. Yeah, and it's\r\n\r\n622\r\n00:22:05,500 --&gt; 00:22:07,610\r\nso inspirational too for everyone\r\n\r\n623\r\n00:22:08,300 --&gt; 00:22:08,980\r\nto be a part of\r\n\r\n624\r\n00:22:08,980 --&gt; 00:22:15,640\r\nthat moment with your candidate. an\r\n\r\n625\r\n00:22:15,640 --&gt; 00:22:18,650\r\nagent, from my side, I\r\n\r\n626\r\n00:22:18,650 --&gt; 00:22:20,730\r\nthink it's much more satisfactory\r\n\r\n627\r\n00:22:21,650 --&gt; 00:22:23,020\r\nwhenever you see someone that\r\n\r\n628\r\n00:22:23,020 --&gt; 00:22:32,420\r\nyou assisted or hear a story about someone that you assisted. It's great to hear such stories. But whenever\r\n\r\n629\r\n00:22:32,420 --&gt; 00:22:32,720\r\nyou hear it, it's more\r\n\r\n630\r\n00:22:32,720 --&gt; 00:22:32,960\r\nsatisfactory than anything else. I\r\n\r\n631\r\n00:22:37,590 --&gt; 00:22:40,480\r\nthink the initiative, I think the team also\r\n\r\n632\r\n00:22:40,480 --&gt; 00:22:41,440\r\nwants to come up with\r\n\r\n633\r\n00:22:41,990 --&gt; 00:22:45,610\r\nnew ideas in order to incentivize, in order to just\r\n\r\n634\r\n00:22:46,080 --&gt; 00:22:54,910\r\nremind us of the cause and why we do this. So it doesn't... Yeah, it is quite[inaudible 00:22:53]. Yeah, and I think\r\n\r\n635\r\n00:22:55,320 --&gt; 00:22:56,520\r\nthere's something face to face\r\n\r\n636\r\n00:22:56,520 --&gt; 00:22:57,210\r\ntoo. When you get to\r\n\r\n637\r\n00:22:57,210 --&gt; 00:22:58,470\r\nmeet people face to face\r\n\r\n638\r\n00:22:58,470 --&gt; 00:23:00,690\r\ntoo, it's a special moment.\r\n\r\n639\r\n00:23:01,470 --&gt; 00:23:05,820\r\nYeah. talk a little bit about the loyalty\r\n\r\n640\r\n00:23:05,820 --&gt; 00:23:08,530\r\nor the word of mouth\r\n\r\n641\r\n00:23:08,530 --&gt; 00:23:09,840\r\nthat sort of happens for\r\n\r\n642\r\n00:23:10,060 --&gt; 00:23:11,610\r\nHarambee and what that might\r\n\r\n643\r\n00:23:11,610 --&gt; 00:23:12,590\r\nlook like. So as we\r\n\r\n644\r\n00:23:12,590 --&gt; 00:23:16,670\r\nknow, turning customers into... Giving\r\n\r\n645\r\n00:23:16,670 --&gt; 00:23:19,090\r\na positive customer service experience\r\n\r\n646\r\n00:23:19,150 --&gt; 00:23:21,940\r\nturns customers to being loyal\r\n\r\n647\r\n00:23:21,940 --&gt; 00:23:25,210\r\nto your company or your\r\n\r\n648\r\n00:23:25,210 --&gt; 00:23:28,250\r\nproduct or your brand. And\r\n\r\n649\r\n00:23:28,250 --&gt; 00:23:29,150\r\nso you talked a little\r\n\r\n650\r\n00:23:29,150 --&gt; 00:23:30,740\r\nbit about this earlier, and\r\n\r\n651\r\n00:23:30,740 --&gt; 00:23:31,640\r\nso I'd like to expand\r\n\r\n652\r\n00:23:31,640 --&gt; 00:23:33,040\r\nmore on it, but when\r\n\r\n653\r\n00:23:33,040 --&gt; 00:23:36,640\r\nyou place someone, do they\r\n\r\n654\r\n00:23:36,640 --&gt; 00:23:37,890\r\ngo out and tell other\r\n\r\n655\r\n00:23:37,890 --&gt; 00:23:39,410\r\npeople like, I got this\r\n\r\n656\r\n00:23:39,410 --&gt; 00:23:42,290\r\njob and I'm supporting, helping\r\n\r\n657\r\n00:23:42,290 --&gt; 00:23:44,390\r\nmy family now and what\r\n\r\n658\r\n00:23:44,390 --&gt; 00:23:45,420\r\ndoes that word of mouth\r\n\r\n659\r\n00:23:45,420 --&gt; 00:23:46,380\r\nlook like or how does\r\n\r\n660\r\n00:23:46,380 --&gt; 00:23:48,440\r\nthat work for you all?\r\n\r\n661\r\n00:23:49,460 --&gt; 00:23:51,570\r\nYep. A typical example is\r\n\r\n662\r\n00:23:51,570 --&gt; 00:23:52,950\r\nthe call that made Thapelo\r\n\r\n663\r\n00:23:53,880 --&gt; 00:23:58,890\r\nwin this competition. heard about Harambee\r\n\r\n664\r\n00:23:59,520 --&gt; 00:24:01,060\r\nfrom someone in his neighbor.\r\n\r\n665\r\n00:24:01,890 --&gt; 00:24:03,810\r\nSo that person was assisted\r\n\r\n666\r\n00:24:03,810 --&gt; 00:24:06,340\r\nby Harambee and therefore our\r\n\r\n667\r\n00:24:06,990 --&gt; 00:24:11,090\r\ncandidates, they're more able to\r\n\r\n668\r\n00:24:11,090 --&gt; 00:24:12,740\r\nrefer other people because of\r\n\r\n669\r\n00:24:12,740 --&gt; 00:24:14,110\r\nthe service they've got. And\r\n\r\n670\r\n00:24:14,110 --&gt; 00:24:15,240\r\nnot because they've got a\r\n\r\n671\r\n00:24:15,240 --&gt; 00:24:17,510\r\njob necessarily, but remember that our\r\n\r\n672\r\n00:24:17,670 --&gt; 00:24:19,040\r\nconversation is not really about\r\n\r\n673\r\n00:24:19,040 --&gt; 00:24:20,520\r\nplacing people to a job, but it's\r\n\r\n674\r\n00:24:20,520 --&gt; 00:24:22,350\r\nalso about giving them skills\r\n\r\n675\r\n00:24:22,560 --&gt; 00:24:23,590\r\nto make sure that they\r\n\r\n676\r\n00:24:23,590 --&gt; 00:24:24,700\r\ncan still be able to\r\n\r\n677\r\n00:24:24,700 --&gt; 00:24:27,130\r\ngo out and seek employment\r\n\r\n678\r\n00:24:27,170 --&gt; 00:24:28,580\r\non their own without really\r\n\r\n679\r\n00:24:28,890 --&gt; 00:24:30,700\r\nand being placed by us.\r\n\r\n680\r\n00:24:30,950 --&gt; 00:24:32,370\r\nBut the conversation that we\r\n\r\n681\r\n00:24:32,370 --&gt; 00:24:34,360\r\nhave and the readiness program\r\n\r\n682\r\n00:24:34,360 --&gt; 00:24:36,040\r\nthat as Harambee we provide\r\n\r\n683\r\n00:24:36,530 --&gt; 00:24:39,610\r\nenables them to actually gain\r\n\r\n684\r\n00:24:39,610 --&gt; 00:24:41,390\r\nmore skills, and that skills\r\n\r\n685\r\n00:24:41,390 --&gt; 00:24:42,130\r\nthat they can actually practice\r\n\r\n686\r\n00:24:43,070 --&gt; 00:24:44,640\r\nis they go out and\r\n\r\n687\r\n00:24:44,640 --&gt; 00:24:46,550\r\nseeking for employment. So for\r\n\r\n688\r\n00:24:46,550 --&gt; 00:24:48,590\r\nus really our candidates, they are actually\r\n\r\n689\r\n00:24:48,590 --&gt; 00:24:50,740\r\nour... They spread the word\r\n\r\n690\r\n00:24:50,790 --&gt; 00:24:52,050\r\nof what we do as\r\n\r\n691\r\n00:24:52,420 --&gt; 00:24:54,290\r\nHarambee and that makes it really\r\n\r\n692\r\n00:24:54,290 --&gt; 00:24:56,150\r\neasy on our side. Even\r\n\r\n693\r\n00:24:56,150 --&gt; 00:24:57,440\r\nthough we are on Facebook,\r\n\r\n694\r\n00:24:57,760 --&gt; 00:24:58,410\r\nwe are on WhatsApp and\r\n\r\n695\r\n00:24:59,230 --&gt; 00:25:00,650\r\nall other platforms, but our\r\n\r\n696\r\n00:25:00,650 --&gt; 00:25:02,810\r\nreal big ingredient is really\r\n\r\n697\r\n00:25:02,810 --&gt; 00:25:04,110\r\nthe word of mouth. Because\r\n\r\n698\r\n00:25:04,680 --&gt; 00:25:06,680\r\nfor us, every conversation is\r\n\r\n699\r\n00:25:06,680 --&gt; 00:25:08,200\r\njust not a number, it's\r\n\r\n700\r\n00:25:08,200 --&gt; 00:25:09,880\r\na life that we're talking to, it's\r\n\r\n701\r\n00:25:10,090 --&gt; 00:25:11,790\r\na life that we're changing. Therefore,\r\n\r\n702\r\n00:25:12,000 --&gt; 00:25:13,220\r\nthe connection and the importance\r\n\r\n703\r\n00:25:13,220 --&gt; 00:25:15,450\r\nof that conversation makes it...\r\n\r\n704\r\n00:25:15,650 --&gt; 00:25:16,970\r\nIt has a huge impact\r\n\r\n705\r\n00:25:16,970 --&gt; 00:25:18,690\r\nthan just someone you just\r\n\r\n706\r\n00:25:18,690 --&gt; 00:25:20,000\r\nmet and that's it, or\r\n\r\n707\r\n00:25:20,000 --&gt; 00:25:22,170\r\nsomeone more like of a hit and run,\r\n\r\n708\r\n00:25:22,430 --&gt; 00:25:23,490\r\nwhat you normally find in\r\n\r\n709\r\n00:25:23,490 --&gt; 00:25:24,730\r\nother places. But for us, it's really\r\n\r\n710\r\n00:25:25,090 --&gt; 00:25:26,620\r\nthe impact that we have in\r\n\r\n711\r\n00:25:26,740 --&gt; 00:25:28,650\r\neach and every conversation that we have with\r\n\r\n712\r\n00:25:28,650 --&gt; 00:25:33,020\r\nour candidates. That is fascinating.\r\n\r\n713\r\n00:25:33,020 --&gt; 00:25:36,240\r\nAnd what a great story\r\n\r\n714\r\n00:25:36,240 --&gt; 00:25:37,660\r\nabout word of mouth marketing\r\n\r\n715\r\n00:25:37,890 --&gt; 00:25:40,040\r\nor word of mouth validation\r\n\r\n716\r\n00:25:40,040 --&gt; 00:25:42,500\r\nfor advocacy and creating loyal\r\n\r\n717\r\n00:25:42,500 --&gt; 00:25:45,610\r\ncustomers. That's a pretty powerful\r\n\r\n718\r\n00:25:45,610 --&gt; 00:25:47,240\r\nmoment when people are talking\r\n\r\n719\r\n00:25:47,240 --&gt; 00:25:50,520\r\nabout your program in their\r\n\r\n720\r\n00:25:50,520 --&gt; 00:25:53,900\r\ncommunities so often. And not\r\n\r\n721\r\n00:25:53,900 --&gt; 00:25:55,780\r\nonly do they just refer,\r\n\r\n722\r\n00:25:55,780 --&gt; 00:25:56,710\r\nbut some of them, they\r\n\r\n723\r\n00:25:56,710 --&gt; 00:25:57,770\r\neven come back to the\r\n\r\n724\r\n00:25:57,770 --&gt; 00:25:59,960\r\noffice and say, I've got\r\n\r\n725\r\n00:25:59,960 --&gt; 00:26:01,210\r\na job and thanks to\r\n\r\n726\r\n00:26:01,210 --&gt; 00:26:02,900\r\nyou, Harambee, I am who I\r\n\r\n727\r\n00:26:02,900 --&gt; 00:26:04,010\r\nam today because of your assistance.\r\n\r\n728\r\n00:26:04,930 --&gt; 00:26:06,170\r\nSo it's really about that\r\n\r\n729\r\n00:26:06,170 --&gt; 00:26:07,800\r\nimpact with people. We give\r\n\r\n730\r\n00:26:07,800 --&gt; 00:26:09,590\r\nthem skills as small as,\r\n\r\n731\r\n00:26:10,010 --&gt; 00:26:11,750\r\ndid that actually to increase\r\n\r\n732\r\n00:26:11,750 --&gt; 00:26:13,220\r\nyour chances of being employed,\r\n\r\n733\r\n00:26:13,440 --&gt; 00:26:14,400\r\nyou need to have a\r\n\r\n734\r\n00:26:14,400 --&gt; 00:26:16,630\r\ndriver's license. People start thinking\r\n\r\n735\r\n00:26:16,630 --&gt; 00:26:18,100\r\nabout, okay, how do I\r\n\r\n736\r\n00:26:18,170 --&gt; 00:26:19,590\r\ngo about getting my license?\r\n\r\n737\r\n00:26:19,590 --&gt; 00:26:20,530\r\nAs soon as they get\r\n\r\n738\r\n00:26:20,530 --&gt; 00:26:22,220\r\nthat piece of paper, which\r\n\r\n739\r\n00:26:22,220 --&gt; 00:26:23,940\r\nnow validates them as drivers,\r\n\r\n740\r\n00:26:23,940 --&gt; 00:26:27,620\r\nthey come to the office\r\n\r\n741\r\n00:26:28,510 --&gt; 00:26:29,830\r\nand show us and say, here's\r\n\r\n742\r\n00:26:31,120 --&gt; 00:26:33,460\r\nmy driver's license and we\r\n\r\n743\r\n00:26:33,460 --&gt; 00:26:35,040\r\ncelebrate with them. So those\r\n\r\n744\r\n00:26:35,040 --&gt; 00:26:36,660\r\nstories are those stories that we\r\n\r\n745\r\n00:26:36,660 --&gt; 00:26:39,010\r\nreally find, they're more impactful\r\n\r\n746\r\n00:26:39,010 --&gt; 00:26:40,240\r\nthan anything else that we\r\n\r\n747\r\n00:26:40,240 --&gt; 00:26:43,880\r\ncan ever speak about. Yeah,\r\n\r\n748\r\n00:26:43,950 --&gt; 00:26:45,100\r\nbecause you really are changing\r\n\r\n749\r\n00:26:45,100 --&gt; 00:26:51,840\r\nlives. I mean it's for[crosstalk 00:26:48]. So\r\n\r\n750\r\n00:26:51,840 --&gt; 00:26:53,220\r\nin getting into number five\r\n\r\n751\r\n00:26:53,220 --&gt; 00:26:55,060\r\nhere and Thapelo, I would love\r\n\r\n752\r\n00:26:55,060 --&gt; 00:26:56,420\r\nto hear your insight on\r\n\r\n753\r\n00:26:56,420 --&gt; 00:27:00,560\r\nthis. We talk about personalization\r\n\r\n754\r\n00:27:00,590 --&gt; 00:27:02,500\r\nin customer service a lot,\r\n\r\n755\r\n00:27:02,500 --&gt; 00:27:05,770\r\nbut personalization sometimes isn't done\r\n\r\n756\r\n00:27:05,770 --&gt; 00:27:07,170\r\nthe right way. It's done\r\n\r\n757\r\n00:27:08,150 --&gt; 00:27:09,510\r\nwhere you're getting targeted by\r\n\r\n758\r\n00:27:09,510 --&gt; 00:27:13,900\r\nan ad or you're just\r\n\r\n759\r\n00:27:13,900 --&gt; 00:27:17,070\r\na number in a data.\r\n\r\n760\r\n00:27:17,460 --&gt; 00:27:19,210\r\nAnd so this is great\r\n\r\n761\r\n00:27:19,210 --&gt; 00:27:20,150\r\nnow like because you just touched\r\n\r\n762\r\n00:27:20,150 --&gt; 00:27:21,420\r\non this too is we\r\n\r\n763\r\n00:27:21,420 --&gt; 00:27:22,410\r\ndon't look at people as\r\n\r\n764\r\n00:27:22,410 --&gt; 00:27:24,980\r\nnumbers. But often customer service,\r\n\r\n765\r\n00:27:24,980 --&gt; 00:27:26,020\r\nthere are numbers and there's\r\n\r\n766\r\n00:27:26,720 --&gt; 00:27:28,610\r\ndata from them and people\r\n\r\n767\r\n00:27:28,820 --&gt; 00:27:30,830\r\nare getting targeted based off\r\n\r\n768\r\n00:27:30,830 --&gt; 00:27:33,510\r\nof their persona. At Genesys,\r\n\r\n769\r\n00:27:33,510 --&gt; 00:27:34,420\r\nWe like to talk about\r\n\r\n770\r\n00:27:34,420 --&gt; 00:27:36,500\r\nit as personalization more as\r\n\r\n771\r\n00:27:36,500 --&gt; 00:27:37,980\r\na unique experience. And I\r\n\r\n772\r\n00:27:38,330 --&gt; 00:27:39,900\r\nthink Harambee is perfect for this,\r\n\r\n773\r\n00:27:39,900 --&gt; 00:27:41,660\r\nright? Because you guys are\r\n\r\n774\r\n00:27:41,660 --&gt; 00:27:43,900\r\ngiving unique experiences every day,\r\n\r\n775\r\n00:27:43,900 --&gt; 00:27:45,290\r\nevery time you're on the\r\n\r\n776\r\n00:27:45,290 --&gt; 00:27:47,240\r\nphone with someone. But we\r\n\r\n777\r\n00:27:47,240 --&gt; 00:27:48,470\r\nlike to talk about how\r\n\r\n778\r\n00:27:49,470 --&gt; 00:27:53,240\r\nthe customers, personalization is really\r\n\r\n779\r\n00:27:53,240 --&gt; 00:27:55,320\r\nabout them being treated special\r\n\r\n780\r\n00:27:55,320 --&gt; 00:27:57,690\r\nand unique and that there\r\n\r\n781\r\n00:27:57,690 --&gt; 00:27:59,380\r\nis information coming in about\r\n\r\n782\r\n00:27:59,380 --&gt; 00:28:00,960\r\nthem, but that information is\r\n\r\n783\r\n00:28:00,960 --&gt; 00:28:02,870\r\nactually is used to help\r\n\r\n784\r\n00:28:02,870 --&gt; 00:28:06,140\r\nthem to have a better\r\n\r\n785\r\n00:28:06,140 --&gt; 00:28:07,740\r\nservice or a better experience.\r\n\r\n786\r\n00:28:09,470 --&gt; 00:28:10,330\r\nAnd so I'd like to\r\n\r\n787\r\n00:28:10,330 --&gt; 00:28:11,470\r\nhear what you guys think\r\n\r\n788\r\n00:28:11,470 --&gt; 00:28:14,800\r\nabout that. Thapelo, start with\r\n\r\n789\r\n00:28:14,800 --&gt; 00:28:17,170\r\nyou on how do you\r\n\r\n790\r\n00:28:17,170 --&gt; 00:28:19,710\r\nmake your customers feel unique\r\n\r\n791\r\n00:28:19,710 --&gt; 00:28:20,750\r\nor special? And I'm sure\r\n\r\n792\r\n00:28:20,750 --&gt; 00:28:22,300\r\nall their stories are unique,\r\n\r\n793\r\n00:28:22,650 --&gt; 00:28:24,010\r\nbut is there a certain\r\n\r\n794\r\n00:28:24,010 --&gt; 00:28:24,930\r\nthing that you do to\r\n\r\n795\r\n00:28:24,930 --&gt; 00:28:26,890\r\nhelp them feel like they're\r\n\r\n796\r\n00:28:26,890 --&gt; 00:28:28,770\r\nthe only customer or candidate\r\n\r\n797\r\n00:28:28,770 --&gt; 00:28:29,700\r\nin the world right now\r\n\r\n798\r\n00:28:29,700 --&gt; 00:28:30,540\r\nthat you're with on the\r\n\r\n799\r\n00:28:30,540 --&gt; 00:28:34,610\r\nphone? All right. I'd say as we've highlighted earlier regarding the history that as call center agents we have as Harambee, and Harambee all come from this system. First thing is understanding that we\r\n\r\n800\r\n00:28:35,460 --&gt; 00:28:56,730\r\nas agents have the responsibility to help someone. And if we have the right information, we can use that information to match them to opportunities as best as we can. In my line of work,\r\n\r\n801\r\n00:29:02,630 --&gt; 00:29:04,670\r\nI'd say being polite, being flexible, being\r\n\r\n802\r\n00:29:06,490 --&gt; 00:29:11,840\r\nattentive contributes very well in gathering the right information.\r\n\r\n803\r\n00:29:12,240 --&gt; 00:29:13,580\r\nI'd say I also tend\r\n\r\n804\r\n00:29:13,580 --&gt; 00:29:15,790\r\nto be a bit personal.\r\n\r\n805\r\n00:29:16,390 --&gt; 00:29:17,910\r\nI tend to warm up\r\n\r\n806\r\n00:29:17,910 --&gt; 00:29:19,940\r\nto candidates as well. And\r\n\r\n807\r\n00:29:21,160 --&gt; 00:29:23,310\r\nI ask questions that really, really\r\n\r\n808\r\n00:29:23,380 --&gt; 00:29:26,110\r\nat times would make someone\r\n\r\n809\r\n00:29:26,110 --&gt; 00:29:27,710\r\nthink. I do motivate as\r\n\r\n810\r\n00:29:27,710 --&gt; 00:29:33,220\r\nwell. I believe our scripts nowadays, we do give. What that means\r\n\r\n811\r\n00:29:33,220 --&gt; 00:29:35,020\r\nis basically we do motivate.\r\n\r\n812\r\n00:29:35,060 --&gt; 00:29:39,240\r\nWhenever there's an opportunity to study, we\r\n\r\n813\r\n00:29:39,240 --&gt; 00:29:41,290\r\ndo refer candidates on where to go\r\n\r\n814\r\n00:29:41,290 --&gt; 00:29:42,900\r\nin terms of study. So\r\n\r\n815\r\n00:29:42,900 --&gt; 00:29:44,710\r\nit becomes more personal. It\r\n\r\n816\r\n00:29:44,710 --&gt; 00:29:47,700\r\ndoesn't really become more, give\r\n\r\n817\r\n00:29:47,700 --&gt; 00:29:50,330\r\nme data. It's more, let's\r\n\r\n818\r\n00:29:50,330 --&gt; 00:29:52,170\r\nhave a relationship, let's build\r\n\r\n819\r\n00:29:52,170 --&gt; 00:29:52,840\r\na relationship where this training\r\n\r\n820\r\n00:29:52,840 --&gt; 00:29:59,750\r\nwill work for both of us. So it's a small view us\r\n\r\n821\r\n00:30:00,010 --&gt; 00:30:15,840\r\nas agents giving ourselves, mirroring the candidate, making sure that I understand them and their information, understanding how important it is. Yeah. So\r\n\r\n822\r\n00:30:15,840 --&gt; 00:30:17,370\r\njust to add on that, Jill, is\r\n\r\n823\r\n00:30:17,370 --&gt; 00:30:19,680\r\nthat really what makes our\r\n\r\n824\r\n00:30:20,320 --&gt; 00:30:22,700\r\ncandidates unique is the fact\r\n\r\n825\r\n00:30:22,700 --&gt; 00:30:24,570\r\nthat the conversation, it's really\r\n\r\n826\r\n00:30:24,610 --&gt; 00:30:28,380\r\nabout that individual. So we\r\n\r\n827\r\n00:30:28,380 --&gt; 00:30:29,600\r\ndo not have a script.\r\n\r\n828\r\n00:30:29,900 --&gt; 00:30:31,630\r\nWhat we have is more\r\n\r\n829\r\n00:30:31,630 --&gt; 00:30:33,290\r\nof guidelines of some of\r\n\r\n830\r\n00:30:33,660 --&gt; 00:30:34,790\r\nthe questions that they need to ask, but\r\n\r\n831\r\n00:30:34,880 --&gt; 00:30:36,700\r\nreally the conversation is about\r\n\r\n832\r\n00:30:36,930 --&gt; 00:30:38,140\r\nthe response you get from\r\n\r\n833\r\n00:30:38,140 --&gt; 00:30:39,690\r\nthe candidate. That's what drives\r\n\r\n834\r\n00:30:39,690 --&gt; 00:30:41,750\r\nthe conversation. So it's not\r\n\r\n835\r\n00:30:41,750 --&gt; 00:30:42,580\r\nreally... We don't have the\r\n\r\n836\r\n00:30:43,160 --&gt; 00:30:44,620\r\nblanket approach on each and\r\n\r\n837\r\n00:30:44,620 --&gt; 00:30:47,030\r\nevery conversation. It's really driven\r\n\r\n838\r\n00:30:47,030 --&gt; 00:30:48,090\r\nby the response you get\r\n\r\n839\r\n00:30:48,090 --&gt; 00:30:49,360\r\nfrom a candidate from you\r\n\r\n840\r\n00:30:49,650 --&gt; 00:30:51,360\r\nlistening to the candidate on the\r\n\r\n841\r\n00:30:53,870 --&gt; 00:30:55,960\r\nother line. It makes you to really\r\n\r\n842\r\n00:30:55,960 --&gt; 00:30:58,020\r\nbe able to give the\r\n\r\n843\r\n00:30:58,020 --&gt; 00:30:59,820\r\ninformation that they need. For\r\n\r\n844\r\n00:30:59,820 --&gt; 00:31:02,940\r\nexample, if someone says, I\r\n\r\n845\r\n00:31:02,990 --&gt; 00:31:05,020\r\ncompleted my[ foreign language 00:31:00]. in our\r\n\r\n846\r\n00:31:05,020 --&gt; 00:31:06,460\r\nlanguage, that is like the\r\n\r\n847\r\n00:31:06,850 --&gt; 00:31:09,380\r\nhighest high school and someone\r\n\r\n848\r\n00:31:09,440 --&gt; 00:31:13,560\r\nwho's completed university, they advise that\r\n\r\n849\r\n00:31:13,660 --&gt; 00:31:14,930\r\nyou're going to give, all the tip\r\n\r\n850\r\n00:31:15,060 --&gt; 00:31:16,220\r\nyou're going to give can never be the\r\n\r\n851\r\n00:31:16,220 --&gt; 00:31:18,420\r\nsame because these people are\r\n\r\n852\r\n00:31:18,420 --&gt; 00:31:20,230\r\nnot in the same space\r\n\r\n853\r\n00:31:20,660 --&gt; 00:31:22,800\r\nin their lives. Therefore, every\r\n\r\n854\r\n00:31:22,800 --&gt; 00:31:25,220\r\nconversation is unique to that\r\n\r\n855\r\n00:31:25,220 --&gt; 00:31:26,960\r\nindividual. So it's not like\r\n\r\n856\r\n00:31:26,960 --&gt; 00:31:28,240\r\na script where you have\r\n\r\n857\r\n00:31:28,280 --&gt; 00:31:29,360\r\nto ask this question and,\r\n\r\n858\r\n00:31:29,360 --&gt; 00:31:30,780\r\nand, and, but it's really\r\n\r\n859\r\n00:31:30,780 --&gt; 00:31:32,760\r\nabout the conversation depending on\r\n\r\n860\r\n00:31:33,100 --&gt; 00:31:34,530\r\nthe conversation that you have or the\r\n\r\n861\r\n00:31:34,530 --&gt; 00:31:36,120\r\nresponses that you get from\r\n\r\n862\r\n00:31:36,120 --&gt; 00:31:37,770\r\nthe candidate. So that makes it a\r\n\r\n863\r\n00:31:37,770 --&gt; 00:31:41,590\r\nunique, individual, and unique conversation\r\n\r\n864\r\n00:31:41,590 --&gt; 00:31:43,130\r\nbecause you can find that\r\n\r\n865\r\n00:31:43,130 --&gt; 00:31:44,410\r\nyou've spoken to five people,\r\n\r\n866\r\n00:31:44,410 --&gt; 00:31:45,850\r\nbut the tips that you gave that\r\n\r\n867\r\n00:31:45,850 --&gt; 00:31:47,840\r\nperson, they're different depending on\r\n\r\n868\r\n00:31:47,840 --&gt; 00:31:51,270\r\ntheir circumstances, depending on their background, depending on where\r\n\r\n869\r\n00:31:51,270 --&gt; 00:31:53,220\r\nthey are at this point in time.\r\n\r\n870\r\n00:31:54,440 --&gt; 00:31:55,990\r\nYeah. And the foundation of\r\n\r\n871\r\n00:31:55,990 --&gt; 00:31:57,530\r\nyour organization is set up\r\n\r\n872\r\n00:31:57,530 --&gt; 00:31:58,810\r\nthat way. So I think\r\n\r\n873\r\n00:31:58,810 --&gt; 00:32:01,970\r\nthat... Right? Like it's helpful\r\n\r\n874\r\n00:32:01,970 --&gt; 00:32:06,930\r\nthat policy or the program\r\n\r\n875\r\n00:32:06,930 --&gt; 00:32:07,640\r\nis set up in a\r\n\r\n876\r\n00:32:07,640 --&gt; 00:32:09,480\r\nway to empower you all,\r\n\r\n877\r\n00:32:09,620 --&gt; 00:32:12,220\r\nthe employees, to give the\r\n\r\n878\r\n00:32:12,220 --&gt; 00:32:13,430\r\nbest service you can and\r\n\r\n879\r\n00:32:13,540 --&gt; 00:32:14,420\r\nto treat everyone as a\r\n\r\n880\r\n00:32:14,420 --&gt; 00:32:18,180\r\nunique individual. And the KPIs and the\r\n\r\n881\r\n00:32:18,180 --&gt; 00:32:19,230\r\nmetrics are set up to\r\n\r\n882\r\n00:32:19,230 --&gt; 00:32:21,510\r\nsupport that as well. But\r\n\r\n883\r\n00:32:21,510 --&gt; 00:32:22,160\r\nI think it's a great\r\n\r\n884\r\n00:32:22,160 --&gt; 00:32:24,400\r\nexample of how it starts\r\n\r\n885\r\n00:32:24,400 --&gt; 00:32:25,930\r\nwith everyone in the entire\r\n\r\n886\r\n00:32:25,930 --&gt; 00:32:28,850\r\ncompany to make sure that\r\n\r\n887\r\n00:32:28,850 --&gt; 00:32:30,110\r\neveryone's on the same page\r\n\r\n888\r\n00:32:30,110 --&gt; 00:32:31,580\r\nin providing that service, that\r\n\r\n889\r\n00:32:31,580 --&gt; 00:32:34,080\r\nunique service to your candidates.\r\n\r\n890\r\n00:32:34,460 --&gt; 00:32:35,200\r\nDo you agree with that?[crosstalk 00:\r\n\r\n891\r\n00:32:35,200 --&gt; 00:32:39,740\r\n32: 36]. sometimes there's a\r\n\r\n892\r\n00:32:39,740 --&gt; 00:32:44,510\r\nmix bag of... Supervisors and\r\n\r\n893\r\n00:32:44,510 --&gt; 00:32:45,920\r\nmanagers might want things one\r\n\r\n894\r\n00:32:45,920 --&gt; 00:32:49,220\r\nway and the executives might\r\n\r\n895\r\n00:32:49,290 --&gt; 00:32:50,450\r\nwant things another way, but\r\n\r\n896\r\n00:32:50,450 --&gt; 00:32:52,040\r\nyour entire company has come\r\n\r\n897\r\n00:32:52,040 --&gt; 00:32:54,900\r\ntogether on this is how\r\n\r\n898\r\n00:32:54,900 --&gt; 00:32:56,930\r\nwe provide great service to\r\n\r\n899\r\n00:32:56,930 --&gt; 00:32:59,430\r\nthese candidates, and this is\r\n\r\n900\r\n00:32:59,430 --&gt; 00:33:00,260\r\nwhat this looks like and\r\n\r\n901\r\n00:33:00,260 --&gt; 00:33:01,410\r\neveryone's in agreement with it.\r\n\r\n902\r\n00:33:02,720 --&gt; 00:33:04,670\r\nAbsolutely. So I think even\r\n\r\n903\r\n00:33:04,670 --&gt; 00:33:06,170\r\nfrom... With the executives, with\r\n\r\n904\r\n00:33:06,270 --&gt; 00:33:08,190\r\nmanagers, and then the recruitment\r\n\r\n905\r\n00:33:08,190 --&gt; 00:33:10,060\r\nprocess is rigorous in the sense\r\n\r\n906\r\n00:33:10,060 --&gt; 00:33:12,360\r\nthat you go through couple\r\n\r\n907\r\n00:33:12,360 --&gt; 00:33:14,540\r\nof interviews. The main thing\r\n\r\n908\r\n00:33:14,540 --&gt; 00:33:17,410\r\nthat really we want to\r\n\r\n909\r\n00:33:17,410 --&gt; 00:33:19,160\r\nfigure out in the entire process\r\n\r\n910\r\n00:33:19,160 --&gt; 00:33:23,100\r\nis really, are you a good fit to Harambee policies\r\n\r\n911\r\n00:33:23,100 --&gt; 00:33:25,890\r\nto the Harambee culture? Because we understand it's\r\n\r\n912\r\n00:33:25,890 --&gt; 00:33:27,630\r\nnot really about... Even if\r\n\r\n913\r\n00:33:27,630 --&gt; 00:33:29,210\r\nyou can have a call\r\n\r\n914\r\n00:33:29,210 --&gt; 00:33:30,820\r\ncenter experience, but are you a good\r\n\r\n915\r\n00:33:30,820 --&gt; 00:33:32,430\r\nfit to what we stand\r\n\r\n916\r\n00:33:32,430 --&gt; 00:33:33,960\r\nfor as Harambee. Hence, our\r\n\r\n917\r\n00:33:33,960 --&gt; 00:33:35,740\r\nrecruitment. Hence, we believe that\r\n\r\n918\r\n00:33:35,740 --&gt; 00:33:37,500\r\nanyone and everyone who's in\r\n\r\n919\r\n00:33:37,500 --&gt; 00:33:39,760\r\nthis organization is really a\r\n\r\n920\r\n00:33:39,760 --&gt; 00:33:41,140\r\nfit because they went through\r\n\r\n921\r\n00:33:41,140 --&gt; 00:33:42,330\r\nall these steps to make\r\n\r\n922\r\n00:33:42,330 --&gt; 00:33:43,860\r\nsure that they do fit\r\n\r\n923\r\n00:33:43,860 --&gt; 00:33:46,990\r\ninto our culture. That's wonderful.\r\n\r\n924\r\n00:33:47,400 --&gt; 00:33:49,470\r\nYeah, it's a great model\r\n\r\n925\r\n00:33:50,350 --&gt; 00:33:53,190\r\non how contact center or\r\n\r\n926\r\n00:33:53,190 --&gt; 00:33:54,940\r\noutbound call center could be\r\n\r\n927\r\n00:33:55,300 --&gt; 00:33:58,090\r\nmanaged and ran and the\r\n\r\n928\r\n00:33:58,090 --&gt; 00:33:59,170\r\nquality of service that you\r\n\r\n929\r\n00:33:59,170 --&gt; 00:34:00,480\r\nguys give to your candidates\r\n\r\n930\r\n00:34:00,480 --&gt; 00:34:03,180\r\nis just amazing. It's a\r\n\r\n931\r\n00:34:03,180 --&gt; 00:34:07,080\r\nfantastic program. Absolutely. Thank you.\r\n\r\n932\r\n00:34:07,080 --&gt; 00:34:09,390\r\nThank you. If we wrap\r\n\r\n933\r\n00:34:09,390 --&gt; 00:34:10,730\r\nup here, just want to\r\n\r\n934\r\n00:34:10,730 --&gt; 00:34:12,430\r\ngive them a couple of summary\r\n\r\n935\r\n00:34:12,450 --&gt; 00:34:13,390\r\npoints at the end of this\r\n\r\n936\r\n00:34:13,990 --&gt; 00:34:15,510\r\nOn- demand webinar here about\r\n\r\n937\r\n00:34:15,510 --&gt; 00:34:16,980\r\nhiring the right people for\r\n\r\n938\r\n00:34:16,980 --&gt; 00:34:18,920\r\nyour business, which Neli, you\r\n\r\n939\r\n00:34:18,920 --&gt; 00:34:21,780\r\njust talked about that, about that they're\r\n\r\n940\r\n00:34:22,630 --&gt; 00:34:23,450\r\na good fit for your\r\n\r\n941\r\n00:34:23,450 --&gt; 00:34:26,230\r\nculture. Customer service can be\r\n\r\n942\r\n00:34:26,230 --&gt; 00:34:28,530\r\ntough, so reward your advisors,\r\n\r\n943\r\n00:34:28,530 --&gt; 00:34:30,250\r\nagents, representatives, make sure that\r\n\r\n944\r\n00:34:30,250 --&gt; 00:34:33,650\r\nthey feel like they're being\r\n\r\n945\r\n00:34:33,650 --&gt; 00:34:34,880\r\nrewarded for the work that\r\n\r\n946\r\n00:34:34,880 --&gt; 00:34:36,760\r\nthey do and being acknowledged\r\n\r\n947\r\n00:34:36,760 --&gt; 00:34:37,550\r\nfor how hard it can\r\n\r\n948\r\n00:34:37,550 --&gt; 00:34:40,540\r\nbe sometimes. And CX and\r\n\r\n949\r\n00:34:40,540 --&gt; 00:34:42,500\r\ncustomer service work together for\r\n\r\n950\r\n00:34:42,500 --&gt; 00:34:45,500\r\nbrand loyalty, so sometimes people\r\n\r\n951\r\n00:34:45,500 --&gt; 00:34:46,940\r\nkind of mix in customer\r\n\r\n952\r\n00:34:46,940 --&gt; 00:34:48,840\r\nexperience and customer service into\r\n\r\n953\r\n00:34:48,840 --&gt; 00:34:50,970\r\nthe same bucket, but they're actually\r\n\r\n954\r\n00:34:50,970 --&gt; 00:34:53,580\r\ndifferent things and they actually\r\n\r\n955\r\n00:34:53,580 --&gt; 00:34:56,620\r\nwork together for company loyalty\r\n\r\n956\r\n00:34:56,620 --&gt; 00:35:01,340\r\nand creating those great experiences\r\n\r\n957\r\n00:35:01,930 --&gt; 00:35:03,900\r\nthat make the customers come\r\n\r\n958\r\n00:35:03,900 --&gt; 00:35:06,380\r\nback. And then usually using\r\n\r\n959\r\n00:35:06,620 --&gt; 00:35:08,870\r\npersonalization to improve customer experience,\r\n\r\n960\r\n00:35:10,070 --&gt; 00:35:11,550\r\nnot just deliver more ads\r\n\r\n961\r\n00:35:11,550 --&gt; 00:35:13,430\r\nor making them just a\r\n\r\n962\r\n00:35:13,430 --&gt; 00:35:16,080\r\npersona and making sure that,\r\n\r\n963\r\n00:35:16,330 --&gt; 00:35:17,450\r\nthat stat we saw, that\r\n\r\n964\r\n00:35:17,750 --&gt; 00:35:20,970\r\n79% of people feel like\r\n\r\n965\r\n00:35:20,970 --&gt; 00:35:22,730\r\nthey're a generic customer rather\r\n\r\n966\r\n00:35:22,730 --&gt; 00:35:25,300\r\nthan a unique individual. And\r\n\r\n967\r\n00:35:25,430 --&gt; 00:35:26,800\r\nso using personalization to make\r\n\r\n968\r\n00:35:26,800 --&gt; 00:35:30,140\r\nthem feel unique and that\r\n\r\n969\r\n00:35:30,140 --&gt; 00:35:31,060\r\nthey're the only customer in\r\n\r\n970\r\n00:35:31,060 --&gt; 00:35:33,260\r\nthe world, which I think\r\n\r\n971\r\n00:35:33,380 --&gt; 00:35:34,460\r\nHarambee does an amazing job\r\n\r\n972\r\n00:35:34,460 --&gt; 00:35:35,310\r\nat. And it's a great\r\n\r\n973\r\n00:35:35,310 --&gt; 00:35:36,810\r\nexample of how that works.\r\n\r\n974\r\n00:35:37,120 --&gt; 00:35:38,450\r\nWe do have an ebook\r\n\r\n975\r\n00:35:38,450 --&gt; 00:35:39,500\r\nthat goes along with this\r\n\r\n976\r\n00:35:39,500 --&gt; 00:35:40,450\r\nwebinar, if you'd like more\r\n\r\n977\r\n00:35:40,450 --&gt; 00:35:42,480\r\ninformation. It's called Customer Service\r\n\r\n978\r\n00:35:42,480 --&gt; 00:35:44,050\r\nBest Practices and we'll provide\r\n\r\n979\r\n00:35:44,050 --&gt; 00:35:45,600\r\nthe link here in the\r\n\r\n980\r\n00:35:45,600 --&gt; 00:35:47,420\r\nwindow, but it goes into\r\n\r\n981\r\n00:35:47,420 --&gt; 00:35:50,450\r\neach one of these habits\r\n\r\n982\r\n00:35:50,450 --&gt; 00:35:51,870\r\nor these successful habits in\r\n\r\n983\r\n00:35:51,870 --&gt; 00:35:53,730\r\na deeper way. And it\r\n\r\n984\r\n00:35:53,730 --&gt; 00:35:54,990\r\nalso has quotes from our\r\n\r\n985\r\n00:35:54,990 --&gt; 00:35:57,570\r\nCX Heroes and some advice\r\n\r\n986\r\n00:35:57,570 --&gt; 00:35:58,630\r\nfrom our CX Heroes about\r\n\r\n987\r\n00:35:58,630 --&gt; 00:35:59,520\r\nhow they do it, or\r\n\r\n988\r\n00:35:59,750 --&gt; 00:36:01,190\r\nexperiences that they've had. So\r\n\r\n989\r\n00:36:01,180 --&gt; 00:36:04,110\r\nit's a great resource. It actually\r\n\r\n990\r\n00:36:04,110 --&gt; 00:36:05,050\r\njust showed up on our\r\n\r\n991\r\n00:36:05,050 --&gt; 00:36:06,590\r\ntop 10 list at Genesys\r\n\r\n992\r\n00:36:06,590 --&gt; 00:36:09,320\r\nfor most viewed content. So\r\n\r\n993\r\n00:36:09,320 --&gt; 00:36:10,900\r\nyour peers are downloading it.\r\n\r\n994\r\n00:36:11,240 --&gt; 00:36:12,080\r\nSo I would advise you\r\n\r\n995\r\n00:36:12,080 --&gt; 00:36:12,840\r\nto take a look and\r\n\r\n996\r\n00:36:12,840 --&gt; 00:36:14,210\r\nsee what you think. And\r\n\r\n997\r\n00:36:14,210 --&gt; 00:36:15,520\r\nthen just one quick note,\r\n\r\n998\r\n00:36:16,030 --&gt; 00:36:17,130\r\nwe're always looking for great\r\n\r\n999\r\n00:36:17,130 --&gt; 00:36:18,610\r\nCX Hero stories. We'd love\r\n\r\n1000\r\n00:36:18,610 --&gt; 00:36:20,630\r\nfor you to nominate a\r\n\r\n1001\r\n00:36:20,630 --&gt; 00:36:22,320\r\ncustomer service rep, a supervisor,\r\n\r\n1002\r\n00:36:22,320 --&gt; 00:36:24,540\r\na manager, an agent, any\r\n\r\n1003\r\n00:36:24,540 --&gt; 00:36:27,490\r\nemployee basically who's gone above\r\n\r\n1004\r\n00:36:27,490 --&gt; 00:36:28,450\r\nand beyond to provide great\r\n\r\n1005\r\n00:36:28,450 --&gt; 00:36:30,880\r\ncustomer service. And we'll provide\r\n\r\n1006\r\n00:36:30,880 --&gt; 00:36:31,850\r\nthe URL here at the\r\n\r\n1007\r\n00:36:31,850 --&gt; 00:36:33,590\r\nend of the session as\r\n\r\n1008\r\n00:36:33,590 --&gt; 00:36:36,790\r\nwell. Neli and Thapelo, it's\r\n\r\n1009\r\n00:36:36,790 --&gt; 00:36:37,690\r\nbeen so great to see\r\n\r\n1010\r\n00:36:37,690 --&gt; 00:36:38,520\r\nyou both and talk to\r\n\r\n1011\r\n00:36:38,520 --&gt; 00:36:42,280\r\nyou both again. We can't\r\n\r\n1012\r\n00:36:42,280 --&gt; 00:36:43,510\r\nwait this long next time\r\n\r\n1013\r\n00:36:43,510 --&gt; 00:36:44,490\r\nto chat. We need to\r\n\r\n1014\r\n00:36:44,490 --&gt; 00:36:47,480\r\ndo it sooner. Absolutely. Thank\r\n\r\n1015\r\n00:36:47,480 --&gt; 00:36:48,740\r\nyou so much, Jill. Nice\r\n\r\n1016\r\n00:36:48,740 --&gt; 00:36:51,370\r\nseeing you. Thank you for\r\n\r\n1017\r\n00:36:51,370 --&gt; 00:36:53,340\r\nall your great insights and\r\n\r\n1018\r\n00:36:53,670 --&gt; 00:36:55,650\r\nfor your wonderful organization that's\r\n\r\n1019\r\n00:36:55,650 --&gt; 00:36:58,270\r\nchanging people's lives. We'll stay\r\n\r\n1020\r\n00:36:58,270 --&gt; 00:37:00,080\r\nin contact and talk soon\r\n\r\n1021\r\n00:37:00,650 --&gt; 00:37:01,480\r\nand thanks to everyone who\r\n\r\n1022\r\n00:37:01,480 --&gt; 00:37:03,260\r\nwatched today. We'll have more\r\n\r\n1023\r\n00:37:03,260 --&gt; 00:37:05,560\r\nof the CX Hero webinar series coming\r\n\r\n1024\r\n00:37:05,560 --&gt; 00:37:08,090\r\nup, so continue to stay\r\n\r\n1025\r\n00:37:08,090 --&gt; 00:37:09,370\r\non to this channel and\r\n\r\n1026\r\n00:37:09,370 --&gt; 00:37:10,310\r\nwe'll add more on a\r\n\r\n1027\r\n00:37:10,310 --&gt; 00:37:11,660\r\nregular basis and you can\r\n\r\n1028\r\n00:37:11,660 --&gt; 00:37:13,460\r\nhear more from the managers\r\n\r\n1029\r\n00:37:13,540 --&gt; 00:37:15,070\r\nand agents and advisors who\r\n\r\n1030\r\n00:37:15,070 --&gt; 00:37:16,050\r\nare actually doing the work\r\n\r\n1031\r\n00:37:16,050 --&gt; 00:37:17,520\r\nevery day. Thank you so\r\n\r\n1032\r\n00:37:17,520 --&gt; 00:37:18,220\r\nmuch and have a great\r\n\r\n1033\r\n00:37:18,220 --&gt; 00:37:20,620\r\nday. Bye, Jill.[mktoform form_type=\"hot\" cta_header=\"WATCH THE ON-DEMAND RECORDING\" cta_button=\"Watch Now!\" cms_hold=\"RG\" cid_id=\"7011T000001km16QAA\"]\r\nMeet the Speakers\r\n\r\nNelisiwe Mzizi\r\nContact Center Manager\r\nHarambee, South Africa\r\n\r\nThapelo Kwenane\r\nContact Center Advisor\r\nHarambee, South Africa\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Webinar Bytes\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/webinar-bytes-megatrends-shaping-customer-service-in-2020?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Webinar Bytes<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">[Webinar Bytes] Megatrends shaping customer service in 2020<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nWebinar Bytes\r\n\r\n[Webinar Bytes] Megatrends shaping customer service in 2020\r\nWe've taken one of our webinars and broken it down in to smaller video segments.\u00a0 Check out some of the most important parts of the webinar below.\u00a0 Then watch the full video by clicking the link below.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The future of customer service starts with making your call center more human. It\u2019s about understanding your customers and their specific problems. To do this, you need to give agents the right training and modern tools to provide a complete picture of your customers. Then, agents can make decisions and solve problems quickly.\r\n\r\nJoin guest speaker, Kate Leggett from Forrester Research and Joe Ciuffo from Genesys as they discuss megatrends that are shaping customer service in 2020.\r\n\r\nWatch the full webinar by clicking this link.[cutoff co_thick=\"2px\"]\r\nMeet the Speakers\r\n\r\nJoe Ciuffo\r\nDirector, Product Marketing\r\nGenesys\r\n\r\nKate Leggett\r\nVP &amp; Principal Analyst\r\nForrester Research\r\n[cutoff co_thick=\"2px\"]1\r\n00:00:00,000 --&gt; 00:00:02,300\r\nSo my first prediction is\r\n\r\n2\r\n00:00:02,680 --&gt; 00:00:06,170\r\nthat agents aren't essential to\r\n\r\n3\r\n00:00:06,170 --&gt; 00:00:08,740\r\nscale anymore. And let me\r\n\r\n4\r\n00:00:08,740 --&gt; 00:00:09,790\r\ntell you what I mean\r\n\r\n5\r\n00:00:09,790 --&gt; 00:00:11,750\r\nby that and what I want\r\n\r\n6\r\n00:00:11,750 --&gt; 00:00:12,660\r\nto do is just take\r\n\r\n7\r\n00:00:12,660 --&gt; 00:00:15,360\r\na step backwards and think\r\n\r\n8\r\n00:00:15,360 --&gt; 00:00:18,950\r\nabout customer engagement and actually\r\n\r\n9\r\n00:00:19,230 --&gt; 00:00:21,160\r\nthink about all the wonderful\r\n\r\n10\r\n00:00:21,160 --&gt; 00:00:22,880\r\nexperiences that surround us in\r\n\r\n11\r\n00:00:22,880 --&gt; 00:00:24,150\r\nour daily lives. I mean,\r\n\r\n12\r\n00:00:24,150 --&gt; 00:00:26,010\r\nI think about ride sharing\r\n\r\n13\r\n00:00:26,010 --&gt; 00:00:28,400\r\napps like Lyft and Uber that\r\n\r\n14\r\n00:00:28,400 --&gt; 00:00:30,440\r\ntake all anxiety out of\r\n\r\n15\r\n00:00:30,440 --&gt; 00:00:32,180\r\nme getting to my destination\r\n\r\n16\r\n00:00:32,420 --&gt; 00:00:33,450\r\nbecause I have a full\r\n\r\n17\r\n00:00:33,450 --&gt; 00:00:37,050\r\ndisclosure of information that I\r\n\r\n18\r\n00:00:37,050 --&gt; 00:00:38,880\r\nneed about my ride to\r\n\r\n19\r\n00:00:38,880 --&gt; 00:00:40,560\r\nmake me feel comfortable in\r\n\r\n20\r\n00:00:40,560 --&gt; 00:00:43,040\r\nthat experience. I think about\r\n\r\n21\r\n00:00:43,040 --&gt; 00:00:47,790\r\nservices like Amazon, like Netflix.\r\n\r\n22\r\n00:00:47,840 --&gt; 00:00:49,270\r\nI always joke that those\r\n\r\n23\r\n00:00:49,280 --&gt; 00:00:50,650\r\ntwo services know more about\r\n\r\n24\r\n00:00:50,650 --&gt; 00:00:51,990\r\nme than my husband does\r\n\r\n25\r\n00:00:52,440 --&gt; 00:00:54,030\r\nbecause if they're able to\r\n\r\n26\r\n00:00:54,030 --&gt; 00:00:59,900\r\nrecommend products, movies, content based\r\n\r\n27\r\n00:00:59,900 --&gt; 00:01:03,030\r\non my particular history, what\r\n\r\n28\r\n00:01:03,030 --&gt; 00:01:05,350\r\nI've done, that intimate knowledge\r\n\r\n29\r\n00:01:05,350 --&gt; 00:01:06,400\r\nof where I've been, what\r\n\r\n30\r\n00:01:06,400 --&gt; 00:01:08,380\r\nI've done, how I've rated\r\n\r\n31\r\n00:01:08,380 --&gt; 00:01:11,390\r\nproducts or content. And so what\r\n\r\n32\r\n00:01:11,720 --&gt; 00:01:13,390\r\nwe say today is that\r\n\r\n33\r\n00:01:14,420 --&gt; 00:01:17,400\r\nwe're surrounded by these differentiated\r\n\r\n34\r\n00:01:17,400 --&gt; 00:01:20,150\r\nexperiences and these experiences have\r\n\r\n35\r\n00:01:20,150 --&gt; 00:01:21,800\r\ndone a good shop at\r\n\r\n36\r\n00:01:21,800 --&gt; 00:01:24,330\r\nup leveling our expectations for\r\n\r\n37\r\n00:01:24,330 --&gt; 00:01:27,230\r\nengagement with any company that\r\n\r\n38\r\n00:01:27,230 --&gt; 00:01:28,740\r\nwe do business with, both in\r\n\r\n39\r\n00:01:28,740 --&gt; 00:01:31,650\r\nour lives as consumers or\r\n\r\n40\r\n00:01:31,650 --&gt; 00:01:33,590\r\nin our business lives. And\r\n\r\n41\r\n00:01:33,590 --&gt; 00:01:34,670\r\nat Forrester we say we're\r\n\r\n42\r\n00:01:34,670 --&gt; 00:01:35,250\r\nin the age of the\r\n\r\n43\r\n00:01:35,250 --&gt; 00:01:38,290\r\ncustomer where you, the consumer,\r\n\r\n44\r\n00:01:38,370 --&gt; 00:01:42,000\r\nthe B2B customer, you control\r\n\r\n45\r\n00:01:42,000 --&gt; 00:01:45,000\r\nthe conversation with any company\r\n\r\n46\r\n00:01:45,190 --&gt; 00:01:47,020\r\nthat you do business with.\r\n\r\n47\r\n00:01:47,250 --&gt; 00:01:49,690\r\nAnd your expectations are heightened\r\n\r\n48\r\n00:01:49,920 --&gt; 00:01:51,640\r\nbecause of all the wonderful\r\n\r\n49\r\n00:01:51,640 --&gt; 00:01:53,970\r\nconsumer experiences that surround us.\r\n\r\n50\r\n00:01:54,450 --&gt; 00:01:55,880\r\nAnd it's like when I\r\n\r\n51\r\n00:01:55,880 --&gt; 00:01:57,280\r\nsee on the screen here,\r\n\r\n52\r\n00:01:57,600 --&gt; 00:02:00,990\r\nyou expect that any information\r\n\r\n53\r\n00:02:00,990 --&gt; 00:02:03,470\r\nthat you need is available\r\n\r\n54\r\n00:02:03,470 --&gt; 00:02:05,210\r\non any device at a\r\n\r\n55\r\n00:02:05,210 --&gt; 00:02:08,050\r\nperson's moment of need. And\r\n\r\n56\r\n00:02:08,050 --&gt; 00:02:10,910\r\nso what has happened is\r\n\r\n57\r\n00:02:11,100 --&gt; 00:02:17,920\r\nagain, our expectations are heightened\r\n\r\n58\r\n00:02:18,070 --&gt; 00:02:21,540\r\nbecause of these wonderful consumer\r\n\r\n59\r\n00:02:21,540 --&gt; 00:02:24,140\r\nexperiences. And then the way\r\n\r\n60\r\n00:02:24,140 --&gt; 00:02:27,450\r\nthat we interact with companies\r\n\r\n61\r\n00:02:27,750 --&gt; 00:02:29,510\r\nhas also changed.<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"AppFoundry,Improve customer experience,AI and automation\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/the-cloud-conversational-ai-chatbot-designed-built-for-genesys-cloud?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">AppFoundry Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">The cloud conversational AI chatbot designed and built for Genesys Cloud<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nAppFoundry Webinar\r\n\r\nThe cloud conversational AI chatbot designed and built for Genesys Cloud\r\n[cutoff co_thick=\"2px\"][webinarschedule]According to Gartner, about 70% of all use cases in artificial intelligence (AI) are related to customer service and call centers. Join us in this webinar to learn:\r\n\r\n \tHow conversational AI and call center agents work hand-in-hand to blend into the entire customer service journey.\r\n \tConversational AI uses Natural Language Processing and machine learning to identify behaviors and intent. Properly designed chatbots can anticipate customer needs to create true empathy.\r\n\r\nBotter Conversational AI isn\u2019t a typical chatbot; it\u2019s a machine that automates and fulfills various tasks on behalf of contact center agents.\u00a0Learn how to scale an expand the Genesys CloudTM platform using the latest in conversational technology to improve your customer experience, increased productivity and grow your profit stream.[mktoform form_type=\"hot\" cta_header=\"REGISTER NOW\" cta_button=\"Register Now!\" form_reach=\"noreach\" cms_hold=\"RG\" cid_id=\"7011T000001kqZUQAY\"]\r\nMeet the Speaker\r\n\r\nSherif Fahmy\r\nMarketing Manager\r\nIST Networks\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Analyst,Improve customer experience,AI and automation\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/megatrends-shaping-customer-service-in-2020?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Analyst Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Megatrends shaping customer service in 2020<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nAnalyst Webinar\r\n\r\nMegatrends shaping customer service in 2020\r\n\r\nFeat. Guest speaker, Kate Leggett from Forrester Research\r\n[cutoff co_thick=\"2px\"]The future of customer service starts with making your call center more human. It's about understanding your customers and their specific problems. To do this, you need to give agents the right training and modern tools to provide a complete picture of your customers. Then, agents can make decisions and solve problems quickly.\r\n\r\nGet a glimpse of the future. Join guest speaker, Kate Leggett from Forrester Research and Joe Ciuffo from Genesys as they discuss megatrends that are redefining contact center protocols in 2020. In this on-demand webinar, you\u2019ll discover:\r\n\r\n \tHow artificial intelligence (AI) is driving change in the contact center\r\n \tThe evolution of customer-agent interactions\r\n \tHow technology affects workforce management\r\n\r\n[cutoff co_thick=\"2px\"]1\r\n00:00:04,800 --&gt; 00:00:06,930\r\nGood morning, evening and afternoon\r\n\r\n2\r\n00:00:06,930 --&gt; 00:00:08,490\r\neveryone. My name is Josh\r\n\r\n3\r\n00:00:08,490 --&gt; 00:00:09,300\r\nReed and I'm from the\r\n\r\n4\r\n00:00:09,300 --&gt; 00:00:10,460\r\ndigital events team here at\r\n\r\n5\r\n00:00:10,460 --&gt; 00:00:11,310\r\nGenesys, and I'll be the\r\n\r\n6\r\n00:00:11,310 --&gt; 00:00:13,540\r\nmoderator for today's webcast. And\r\n\r\n7\r\n00:00:13,540 --&gt; 00:00:14,390\r\nlet me be the first\r\n\r\n8\r\n00:00:14,390 --&gt; 00:00:15,500\r\nto welcome you and say\r\n\r\n9\r\n00:00:15,500 --&gt; 00:00:16,540\r\nthank you for joining to\r\n\r\n10\r\n00:00:16,540 --&gt; 00:00:18,720\r\nthis webcast Mega Trends Shaping\r\n\r\n11\r\n00:00:18,720 --&gt; 00:00:21,920\r\nCustomer Service in 2020. Before\r\n\r\n12\r\n00:00:21,920 --&gt; 00:00:23,390\r\nwe get started, as usual,\r\n\r\n13\r\n00:00:23,390 --&gt; 00:00:24,620\r\nwe have a few housekeeping\r\n\r\n14\r\n00:00:24,620 --&gt; 00:00:25,720\r\nitems to go through before\r\n\r\n15\r\n00:00:25,720 --&gt; 00:00:27,100\r\nwe get started. First off,\r\n\r\n16\r\n00:00:27,280 --&gt; 00:00:29,100\r\nif you experience any issues\r\n\r\n17\r\n00:00:29,180 --&gt; 00:00:30,490\r\nviewing or listening to today's\r\n\r\n18\r\n00:00:30,490 --&gt; 00:00:32,510\r\npresentation, refresh your browser and\r\n\r\n19\r\n00:00:32,510 --&gt; 00:00:33,210\r\nmake sure that it's up\r\n\r\n20\r\n00:00:33,210 --&gt; 00:00:34,540\r\nto date to support HTML\r\n\r\n21\r\n00:00:34,540 --&gt; 00:00:36,010\r\n5 as this usually fixes\r\n\r\n22\r\n00:00:36,010 --&gt; 00:00:37,170\r\nany console issues you may\r\n\r\n23\r\n00:00:37,170 --&gt; 00:00:39,360\r\nexperience. Also it my help\r\n\r\n24\r\n00:00:39,360 --&gt; 00:00:40,470\r\nto switch over to Chrome\r\n\r\n25\r\n00:00:40,470 --&gt; 00:00:41,680\r\nor Firefox as well are\r\n\r\n26\r\n00:00:41,960 --&gt; 00:00:42,810\r\nas these are the best\r\n\r\n27\r\n00:00:42,810 --&gt; 00:00:44,410\r\nbrowsers to support the webcast\r\n\r\n28\r\n00:00:44,410 --&gt; 00:00:46,290\r\nplatform. And if you're having\r\n\r\n29\r\n00:00:46,290 --&gt; 00:00:47,770\r\ntrouble seeing the slides or\r\n\r\n30\r\n00:00:47,770 --&gt; 00:00:49,470\r\nthe webcams today, you're welcome\r\n\r\n31\r\n00:00:49,470 --&gt; 00:00:51,040\r\nto enlarge those by dragging\r\n\r\n32\r\n00:00:51,040 --&gt; 00:00:51,950\r\nthe bottom right corner of\r\n\r\n33\r\n00:00:51,970 --&gt; 00:00:55,070\r\neach window. Also, note this\r\n\r\n34\r\n00:00:55,070 --&gt; 00:00:55,890\r\nis designed to be an\r\n\r\n35\r\n00:00:55,890 --&gt; 00:00:57,450\r\ninteractive experience between you and\r\n\r\n36\r\n00:00:57,450 --&gt; 00:00:58,900\r\nour two presenters today. So\r\n\r\n37\r\n00:00:58,900 --&gt; 00:00:59,850\r\nat any time during the\r\n\r\n38\r\n00:00:59,850 --&gt; 00:01:01,370\r\nwebcast, feel free to throw\r\n\r\n39\r\n00:01:01,370 --&gt; 00:01:02,680\r\nquestions into the Q&amp; A\r\n\r\n40\r\n00:01:02,680 --&gt; 00:01:03,330\r\nwindow in the middle of\r\n\r\n41\r\n00:01:03,330 --&gt; 00:01:04,540\r\nyour screen and we'll answer\r\n\r\n42\r\n00:01:04,540 --&gt; 00:01:05,420\r\nas many as we can\r\n\r\n43\r\n00:01:05,420 --&gt; 00:01:06,180\r\nwith the time that we\r\n\r\n44\r\n00:01:06,180 --&gt; 00:01:07,120\r\nhave at the end of\r\n\r\n45\r\n00:01:07,120 --&gt; 00:01:09,330\r\nthe presentation. However, don't fret\r\n\r\n46\r\n00:01:09,330 --&gt; 00:01:10,470\r\nif we do run out\r\n\r\n47\r\n00:01:10,470 --&gt; 00:01:11,190\r\nof time and we don't\r\n\r\n48\r\n00:01:11,190 --&gt; 00:01:12,750\r\nanswer your question aloud, we\r\n\r\n49\r\n00:01:12,750 --&gt; 00:01:13,630\r\nwill follow up with you\r\n\r\n50\r\n00:01:13,630 --&gt; 00:01:14,930\r\nvia email within the next\r\n\r\n51\r\n00:01:14,930 --&gt; 00:01:17,390\r\nfew business days. And to\r\n\r\n52\r\n00:01:17,390 --&gt; 00:01:18,870\r\nnote that if something happens\r\n\r\n53\r\n00:01:18,870 --&gt; 00:01:19,860\r\nduring the webinar and you\r\n\r\n54\r\n00:01:19,860 --&gt; 00:01:21,540\r\nmiss something, don't worry, you\r\n\r\n55\r\n00:01:21,540 --&gt; 00:01:22,860\r\nwill receive the on demand\r\n\r\n56\r\n00:01:22,860 --&gt; 00:01:24,870\r\nrecording via email from ON24\r\n\r\n57\r\n00:01:24,870 --&gt; 00:01:25,990\r\nwithin the next few business.\r\n\r\n58\r\n00:01:27,840 --&gt; 00:01:29,130\r\nAnd also at any time\r\n\r\n59\r\n00:01:29,130 --&gt; 00:01:30,250\r\nduring the webcast, feel free\r\n\r\n60\r\n00:01:30,250 --&gt; 00:01:31,440\r\nto check out the resources\r\n\r\n61\r\n00:01:31,440 --&gt; 00:01:32,980\r\nbelow the Q&amp; A window. Clicking\r\n\r\n62\r\n00:01:32,980 --&gt; 00:01:33,950\r\nwon't take you away, so\r\n\r\n63\r\n00:01:33,950 --&gt; 00:01:34,870\r\ndon't worry about that. It'll\r\n\r\n64\r\n00:01:34,870 --&gt; 00:01:35,580\r\nopen up in a new\r\n\r\n65\r\n00:01:35,580 --&gt; 00:01:36,920\r\ntab in your browser and\r\n\r\n66\r\n00:01:36,920 --&gt; 00:01:38,370\r\nthat'll help expand on today's\r\n\r\n67\r\n00:01:38,370 --&gt; 00:01:41,500\r\ntopic of mega trends. See,\r\n\r\n68\r\n00:01:41,620 --&gt; 00:01:42,570\r\ntold you short and sweet.\r\n\r\n69\r\n00:01:43,500 --&gt; 00:01:45,370\r\nSo today we have two\r\n\r\n70\r\n00:01:45,370 --&gt; 00:01:47,400\r\nexcellent presenters, excited to give you a\r\n\r\n71\r\n00:01:47,400 --&gt; 00:01:48,850\r\nglimpse of the future and\r\n\r\n72\r\n00:01:48,850 --&gt; 00:01:49,990\r\ndiscuss mega trends that are\r\n\r\n73\r\n00:01:49,990 --&gt; 00:01:52,010\r\nredefining contact center protocols in\r\n\r\n74\r\n00:01:52,010 --&gt; 00:01:53,810\r\n2020. So with that being\r\n\r\n75\r\n00:01:53,810 --&gt; 00:01:54,640\r\nsaid, I'm going to hand\r\n\r\n76\r\n00:01:54,640 --&gt; 00:01:55,550\r\nthings off to one of\r\n\r\n77\r\n00:01:55,550 --&gt; 00:01:56,740\r\nour speakers of the hour,\r\n\r\n78\r\n00:01:56,880 --&gt; 00:01:58,890\r\nJoe Ciuffo product marketing director\r\n\r\n79\r\n00:01:58,890 --&gt; 00:02:00,460\r\nhere at Genesys. Joe, the\r\n\r\n80\r\n00:02:00,460 --&gt; 00:02:02,500\r\nfloor is yours. Thanks Josh.\r\n\r\n81\r\n00:02:02,500 --&gt; 00:02:03,590\r\nAnd hi everyone. Thank you\r\n\r\n82\r\n00:02:03,590 --&gt; 00:02:04,540\r\nso much for joining us\r\n\r\n83\r\n00:02:04,540 --&gt; 00:02:06,730\r\ntoday. As mentioned, and for\r\n\r\n84\r\n00:02:06,730 --&gt; 00:02:07,570\r\nthe first time my name\r\n\r\n85\r\n00:02:07,570 --&gt; 00:02:08,370\r\nis spelled right. But I'm\r\n\r\n86\r\n00:02:08,370 --&gt; 00:02:10,760\r\nJoe Ciuffo and I'm a product marketing director\r\n\r\n87\r\n00:02:10,760 --&gt; 00:02:12,040\r\nhere at Genesys. So my\r\n\r\n88\r\n00:02:12,040 --&gt; 00:02:14,420\r\ncurrent position is I focus\r\n\r\n89\r\n00:02:14,420 --&gt; 00:02:15,920\r\non artificial intelligence, which right\r\n\r\n90\r\n00:02:15,920 --&gt; 00:02:17,630\r\nnow surfaces up through chat\r\n\r\n91\r\n00:02:17,630 --&gt; 00:02:19,300\r\nbots, using bots on a\r\n\r\n92\r\n00:02:19,300 --&gt; 00:02:21,650\r\nvoice channel and using predictive\r\n\r\n93\r\n00:02:21,650 --&gt; 00:02:23,810\r\ntechnologies to identify when to\r\n\r\n94\r\n00:02:23,810 --&gt; 00:02:25,550\r\nengage with customers and really\r\n\r\n95\r\n00:02:25,530 --&gt; 00:02:26,950\r\nfind the right time. But\r\n\r\n96\r\n00:02:26,950 --&gt; 00:02:27,640\r\nI always like to point\r\n\r\n97\r\n00:02:27,640 --&gt; 00:02:29,410\r\nout that I started here as a support\r\n\r\n98\r\n00:02:29,540 --&gt; 00:02:30,980\r\nengineer. So near and dear\r\n\r\n99\r\n00:02:30,980 --&gt; 00:02:32,420\r\nto my heart is knowing how to\r\n\r\n100\r\n00:02:32,420 --&gt; 00:02:33,480\r\nhelp people and knowing how\r\n\r\n101\r\n00:02:33,480 --&gt; 00:02:35,210\r\nto use these technologies to\r\n\r\n102\r\n00:02:35,210 --&gt; 00:02:36,480\r\nactually help the agents that\r\n\r\n103\r\n00:02:36,480 --&gt; 00:02:37,430\r\nare using it day in\r\n\r\n104\r\n00:02:37,430 --&gt; 00:02:38,010\r\nand day out. So with\r\n\r\n105\r\n00:02:39,080 --&gt; 00:02:40,330\r\nthat, I'll stop blabbing for\r\n\r\n106\r\n00:02:40,330 --&gt; 00:02:41,590\r\na moment. And Kate, would\r\n\r\n107\r\n00:02:41,590 --&gt; 00:02:42,600\r\nyou mind introducing yourself to\r\n\r\n108\r\n00:02:42,600 --&gt; 00:02:44,310\r\neveryone as well? No, no\r\n\r\n109\r\n00:02:44,640 --&gt; 00:02:46,680\r\nproblem. Hi there. I'm Kate\r\n\r\n110\r\n00:02:46,830 --&gt; 00:02:48,440\r\nLeggett, I'm a VP and\r\n\r\n111\r\n00:02:48,440 --&gt; 00:02:52,030\r\nprincipal analyst here at Forrester Research\r\n\r\n112\r\n00:02:52,230 --&gt; 00:02:55,210\r\nand I focus on all\r\n\r\n113\r\n00:02:55,210 --&gt; 00:02:58,070\r\nthings customer service and customer\r\n\r\n114\r\n00:02:58,070 --&gt; 00:03:00,420\r\nengagement. And thank you for\r\n\r\n115\r\n00:03:00,440 --&gt; 00:03:01,700\r\ntaking an hour out of your\r\n\r\n116\r\n00:03:01,700 --&gt; 00:03:02,940\r\nbusy days to listen to Joe\r\n\r\n117\r\n00:03:03,460 --&gt; 00:03:04,970\r\nand I talk about contact\r\n\r\n118\r\n00:03:04,970 --&gt; 00:03:07,240\r\ncenter trends. So Joe, back\r\n\r\n119\r\n00:03:07,240 --&gt; 00:03:09,140\r\nto you. Awesome. Well I\r\n\r\n120\r\n00:03:09,140 --&gt; 00:03:09,940\r\nthink we're in a good\r\n\r\n121\r\n00:03:09,940 --&gt; 00:03:10,940\r\nplace here. Why don't we\r\n\r\n122\r\n00:03:11,240 --&gt; 00:03:12,370\r\ngo ahead and get started.\r\n\r\n123\r\n00:03:17,380 --&gt; 00:03:18,030\r\nSo I guess I got\r\n\r\n124\r\n00:03:18,030 --&gt; 00:03:19,060\r\nto move the slide right?\r\n\r\n125\r\n00:03:19,790 --&gt; 00:03:24,010\r\nThere you go. So my\r\n\r\n126\r\n00:03:24,010 --&gt; 00:03:27,030\r\nfirst prediction is that agents\r\n\r\n127\r\n00:03:27,260 --&gt; 00:03:30,330\r\naren't essential to scale anymore.\r\n\r\n128\r\n00:03:31,020 --&gt; 00:03:32,510\r\nAnd let me tell you\r\n\r\n129\r\n00:03:32,510 --&gt; 00:03:34,480\r\nwhat I mean by that and\r\n\r\n130\r\n00:03:34,480 --&gt; 00:03:35,250\r\nwhat I want to do\r\n\r\n131\r\n00:03:35,250 --&gt; 00:03:36,290\r\nis just take a step\r\n\r\n132\r\n00:03:36,370 --&gt; 00:03:40,510\r\nbackwards and think about customer\r\n\r\n133\r\n00:03:40,510 --&gt; 00:03:43,030\r\nengagement and actually think about\r\n\r\n134\r\n00:03:43,030 --&gt; 00:03:45,390\r\nall the wonderful experiences that\r\n\r\n135\r\n00:03:45,390 --&gt; 00:03:46,530\r\nsurround us in our daily\r\n\r\n136\r\n00:03:46,530 --&gt; 00:03:47,860\r\nlives. I mean, I think\r\n\r\n137\r\n00:03:47,860 --&gt; 00:03:50,140\r\nabout ride sharing apps like\r\n\r\n138\r\n00:03:50,150 --&gt; 00:03:52,310\r\nLyft and Uber that take all\r\n\r\n139\r\n00:03:52,310 --&gt; 00:03:54,230\r\nanxiety out of me getting\r\n\r\n140\r\n00:03:54,230 --&gt; 00:03:56,020\r\nto my destination because I\r\n\r\n141\r\n00:03:56,020 --&gt; 00:03:58,960\r\nhave a full disclosure of\r\n\r\n142\r\n00:03:59,250 --&gt; 00:04:01,290\r\ninformation that I need about\r\n\r\n143\r\n00:04:01,290 --&gt; 00:04:02,490\r\nmy ride to make me\r\n\r\n144\r\n00:04:02,490 --&gt; 00:04:04,910\r\nfeel comfortable in that experience.\r\n\r\n145\r\n00:04:05,540 --&gt; 00:04:07,480\r\nI think about services like\r\n\r\n146\r\n00:04:07,580 --&gt; 00:04:11,530\r\nAmazon, like Netflix. I always\r\n\r\n147\r\n00:04:11,530 --&gt; 00:04:13,260\r\njoke that those two services\r\n\r\n148\r\n00:04:13,260 --&gt; 00:04:14,240\r\nknow more about me than\r\n\r\n149\r\n00:04:14,240 --&gt; 00:04:16,450\r\nmy husband does because if\r\n\r\n150\r\n00:04:16,450 --&gt; 00:04:19,300\r\nthey're able to recommend products,\r\n\r\n151\r\n00:04:20,130 --&gt; 00:04:24,440\r\nmovies, content based on my\r\n\r\n152\r\n00:04:24,440 --&gt; 00:04:26,920\r\nparticular history, what I've done,\r\n\r\n153\r\n00:04:26,920 --&gt; 00:04:29,080\r\nthat intimate knowledge of where\r\n\r\n154\r\n00:04:29,080 --&gt; 00:04:30,210\r\nI've been, what I've done,\r\n\r\n155\r\n00:04:30,410 --&gt; 00:04:32,510\r\nhow I've rated products or\r\n\r\n156\r\n00:04:32,510 --&gt; 00:04:35,300\r\ncontent. And so what we say\r\n\r\n157\r\n00:04:35,300 --&gt; 00:04:38,940\r\ntoday is that we're surrounded\r\n\r\n158\r\n00:04:38,940 --&gt; 00:04:42,330\r\nby these differentiated experiences and\r\n\r\n159\r\n00:04:42,330 --&gt; 00:04:43,770\r\nthese experiences have done a\r\n\r\n160\r\n00:04:43,770 --&gt; 00:04:45,740\r\ngood shop at up leveling\r\n\r\n161\r\n00:04:45,820 --&gt; 00:04:48,940\r\nour expectations for engagement with\r\n\r\n162\r\n00:04:49,230 --&gt; 00:04:50,750\r\nany company that we do business\r\n\r\n163\r\n00:04:51,250 --&gt; 00:04:52,570\r\nwith, both in our lives\r\n\r\n164\r\n00:04:52,640 --&gt; 00:04:55,210\r\nas consumers or in our\r\n\r\n165\r\n00:04:55,210 --&gt; 00:04:57,380\r\nbusiness lives. And at Forrester\r\n\r\n166\r\n00:04:57,380 --&gt; 00:04:58,050\r\nwe say we're in the\r\n\r\n167\r\n00:04:58,050 --&gt; 00:04:59,610\r\nage of the customer where\r\n\r\n168\r\n00:04:59,610 --&gt; 00:05:02,550\r\nyou, the consumer, the B2B\r\n\r\n169\r\n00:05:02,940 --&gt; 00:05:06,560\r\ncustomer, you control the conversation\r\n\r\n170\r\n00:05:06,680 --&gt; 00:05:09,000\r\nwith any company that you\r\n\r\n171\r\n00:05:09,000 --&gt; 00:05:10,880\r\ndo business with. And your\r\n\r\n172\r\n00:05:10,880 --&gt; 00:05:13,600\r\nexpectations are heightened because of\r\n\r\n173\r\n00:05:13,600 --&gt; 00:05:16,050\r\nall the wonderful consumer experiences\r\n\r\n174\r\n00:05:16,050 --&gt; 00:05:18,670\r\nthat surround us. And it's\r\n\r\n175\r\n00:05:18,670 --&gt; 00:05:19,500\r\nlike when I see on\r\n\r\n176\r\n00:05:19,500 --&gt; 00:05:21,970\r\nthe screen here, you expect\r\n\r\n177\r\n00:05:22,360 --&gt; 00:05:24,590\r\nthat any information that you\r\n\r\n178\r\n00:05:24,590 --&gt; 00:05:27,330\r\nneed is available on any\r\n\r\n179\r\n00:05:27,330 --&gt; 00:05:29,460\r\ndevice at a person's moment\r\n\r\n180\r\n00:05:29,520 --&gt; 00:05:32,210\r\nof need. And so what\r\n\r\n181\r\n00:05:32,210 --&gt; 00:05:36,130\r\nhas happened is again, our\r\n\r\n182\r\n00:05:36,130 --&gt; 00:05:42,850\r\nexpectations are heightened because of\r\n\r\n183\r\n00:05:43,330 --&gt; 00:05:46,230\r\nthese wonderful consumer experiences. And\r\n\r\n184\r\n00:05:46,230 --&gt; 00:05:47,910\r\nthen the way that we\r\n\r\n185\r\n00:05:48,000 --&gt; 00:05:51,930\r\ninteract with companies has also\r\n\r\n186\r\n00:05:51,930 --&gt; 00:05:53,810\r\nchanged. So let's look at\r\n\r\n187\r\n00:05:53,810 --&gt; 00:05:55,840\r\nsome data here. This is data\r\n\r\n188\r\n00:05:56,680 --&gt; 00:05:59,180\r\nfrom last year. It's from\r\n\r\n189\r\n00:05:59,260 --&gt; 00:06:01,390\r\nprobably the best trove of\r\n\r\n190\r\n00:06:01,390 --&gt; 00:06:03,660\r\ncontact center data. It comes\r\n\r\n191\r\n00:06:03,660 --&gt; 00:06:06,840\r\nfrom dimension data's a benchmarking\r\n\r\n192\r\n00:06:06,840 --&gt; 00:06:08,510\r\nreport where they go out\r\n\r\n193\r\n00:06:08,510 --&gt; 00:06:10,300\r\nand they survey thousands and\r\n\r\n194\r\n00:06:10,300 --&gt; 00:06:12,280\r\nthousands of contact center decision-\r\n\r\n195\r\n00:06:12,280 --&gt; 00:06:14,600\r\nmakers around the world. And\r\n\r\n196\r\n00:06:14,600 --&gt; 00:06:16,270\r\nwhat they are telling us,\r\n\r\n197\r\n00:06:16,270 --&gt; 00:06:17,180\r\nand it's very close to\r\n\r\n198\r\n00:06:17,180 --&gt; 00:06:19,080\r\none Forrester sees as well,\r\n\r\n199\r\n00:06:19,500 --&gt; 00:06:22,690\r\nis that customers, again, either\r\n\r\n200\r\n00:06:22,690 --&gt; 00:06:25,860\r\nconsumers or B2B customers want\r\n\r\n201\r\n00:06:25,860 --&gt; 00:06:27,900\r\nvery little friction when they\r\n\r\n202\r\n00:06:27,900 --&gt; 00:06:31,440\r\ninteract with companies, they tend\r\n\r\n203\r\n00:06:31,440 --&gt; 00:06:33,640\r\nto choose self- service as\r\n\r\n204\r\n00:06:33,640 --&gt; 00:06:35,760\r\na first point of contact\r\n\r\n205\r\n00:06:36,140 --&gt; 00:06:39,420\r\nas they interact with brands.\r\n\r\n206\r\n00:06:40,490 --&gt; 00:06:42,920\r\nAnd if they're not able\r\n\r\n207\r\n00:06:42,920 --&gt; 00:06:45,190\r\nto find what they're looking\r\n\r\n208\r\n00:06:45,190 --&gt; 00:06:48,360\r\nfor via self service, they're moving\r\n\r\n209\r\n00:06:48,360 --&gt; 00:06:53,970\r\nto digital engagement modalities, chat\r\n\r\n210\r\n00:06:54,280 --&gt; 00:06:58,020\r\nmessaging for example, because it\r\n\r\n211\r\n00:06:58,090 --&gt; 00:07:00,110\r\nvalues their time. A data point\r\n\r\n212\r\n00:07:00,110 --&gt; 00:07:03,530\r\nfrom Forrester says that 73%\r\n\r\n213\r\n00:07:04,030 --&gt; 00:07:06,800\r\nof customers say that valuing\r\n\r\n214\r\n00:07:06,800 --&gt; 00:07:08,480\r\ntheir time is the most\r\n\r\n215\r\n00:07:08,480 --&gt; 00:07:11,730\r\nimportant thing that companies can\r\n\r\n216\r\n00:07:11,730 --&gt; 00:07:13,630\r\ndo to provide great customer\r\n\r\n217\r\n00:07:13,630 --&gt; 00:07:16,370\r\nservice. So again, just looking\r\n\r\n218\r\n00:07:16,370 --&gt; 00:07:17,410\r\nat the data here, you'd\r\n\r\n219\r\n00:07:17,410 --&gt; 00:07:19,120\r\nlook at that top bar\r\n\r\n220\r\n00:07:19,440 --&gt; 00:07:21,480\r\nand it says 88% of\r\n\r\n221\r\n00:07:21,480 --&gt; 00:07:24,090\r\ncontact center decision makers project\r\n\r\n222\r\n00:07:24,090 --&gt; 00:07:26,070\r\nthat their self service volumes\r\n\r\n223\r\n00:07:26,070 --&gt; 00:07:27,320\r\nwill increase. They're calling it\r\n\r\n224\r\n00:07:27,320 --&gt; 00:07:29,760\r\nrobotic automation, but these are\r\n\r\n225\r\n00:07:29,760 --&gt; 00:07:31,960\r\nself- service volumes are increasing\r\n\r\n226\r\n00:07:31,960 --&gt; 00:07:35,730\r\nthis year. 77% say that\r\n\r\n227\r\n00:07:35,730 --&gt; 00:07:38,910\r\ndigital agent assistant service volumes\r\n\r\n228\r\n00:07:38,910 --&gt; 00:07:42,470\r\nwill increase. And the third\r\n\r\n229\r\n00:07:42,470 --&gt; 00:07:45,470\r\nbar says, and my old\r\n\r\n230\r\n00:07:45,470 --&gt; 00:07:46,390\r\neyes can't see it, I\r\n\r\n231\r\n00:07:46,390 --&gt; 00:07:50,210\r\nthink it says 66% of\r\n\r\n232\r\n00:07:51,080 --&gt; 00:07:53,060\r\ncontact center decision makers say\r\n\r\n233\r\n00:07:53,060 --&gt; 00:07:57,090\r\nthat their overall interaction volumes\r\n\r\n234\r\n00:07:57,130 --&gt; 00:07:59,260\r\nwill increase. This is because\r\n\r\n235\r\n00:07:59,260 --&gt; 00:08:00,880\r\nyou make it easier to\r\n\r\n236\r\n00:08:00,880 --&gt; 00:08:03,620\r\nengage with the companies. And so your\r\n\r\n237\r\n00:08:04,010 --&gt; 00:08:07,320\r\ncustomers will engage more with\r\n\r\n238\r\n00:08:07,320 --&gt; 00:08:08,470\r\ncompanies. And so what this\r\n\r\n239\r\n00:08:08,470 --&gt; 00:08:09,530\r\nmeans is that companies are\r\n\r\n240\r\n00:08:09,530 --&gt; 00:08:13,750\r\nbeing flooded by this mass\r\n\r\n241\r\n00:08:13,920 --&gt; 00:08:17,970\r\nof digital engagement from their\r\n\r\n242\r\n00:08:17,970 --&gt; 00:08:20,160\r\ncustomers. The better, the easier\r\n\r\n243\r\n00:08:20,160 --&gt; 00:08:21,780\r\nthey make it for customers\r\n\r\n244\r\n00:08:21,780 --&gt; 00:08:23,820\r\nto engage, again, more customers\r\n\r\n245\r\n00:08:23,930 --&gt; 00:08:25,260\r\nwill engage with you. And\r\n\r\n246\r\n00:08:25,510 --&gt; 00:08:27,820\r\nyou want this because better\r\n\r\n247\r\n00:08:27,820 --&gt; 00:08:31,740\r\nengagement strengthens customer relations. But\r\n\r\n248\r\n00:08:31,740 --&gt; 00:08:34,330\r\nwhat happens is you can't\r\n\r\n249\r\n00:08:34,330 --&gt; 00:08:36,820\r\nkeep up with these engagement\r\n\r\n250\r\n00:08:36,820 --&gt; 00:08:39,680\r\nvolumes without turning to AI\r\n\r\n251\r\n00:08:39,680 --&gt; 00:08:42,010\r\nand automation. And that's where\r\n\r\n252\r\n00:08:42,110 --&gt; 00:08:43,730\r\nthe prediction of agents are\r\n\r\n253\r\n00:08:43,730 --&gt; 00:08:45,810\r\nno longer essential to scale\r\n\r\n254\r\n00:08:45,810 --&gt; 00:08:49,710\r\ncomes from because companies are\r\n\r\n255\r\n00:08:49,710 --&gt; 00:08:53,890\r\ninfusing AI and automation everywhere\r\n\r\n256\r\n00:08:53,890 --&gt; 00:08:57,910\r\nin their operations to keep\r\n\r\n257\r\n00:08:57,910 --&gt; 00:09:01,310\r\nup with these ballooning engagement\r\n\r\n258\r\n00:09:01,310 --&gt; 00:09:03,750\r\nfalling from their customers and\r\n\r\n259\r\n00:09:03,750 --&gt; 00:09:05,880\r\nto deliver the quality of\r\n\r\n260\r\n00:09:05,880 --&gt; 00:09:11,180\r\nservice that customers expect. So what\r\n\r\n261\r\n00:09:11,460 --&gt; 00:09:12,200\r\nyou're looking at on the\r\n\r\n262\r\n00:09:12,200 --&gt; 00:09:15,480\r\nscreen here is what we think\r\n\r\n263\r\n00:09:15,480 --&gt; 00:09:18,000\r\nof as being value chain\r\n\r\n264\r\n00:09:18,560 --&gt; 00:09:21,230\r\nfor AI for customer service,\r\n\r\n265\r\n00:09:21,560 --&gt; 00:09:23,500\r\nwhere AI and automation, again,\r\n\r\n266\r\n00:09:23,550 --&gt; 00:09:26,860\r\nit encompasses a wealth of\r\n\r\n267\r\n00:09:26,860 --&gt; 00:09:32,210\r\ndifferent technologies that basically add\r\n\r\n268\r\n00:09:33,000 --&gt; 00:09:36,770\r\nintelligence to your operations and\r\n\r\n269\r\n00:09:37,520 --&gt; 00:09:39,680\r\noffload agents comes from doing\r\n\r\n270\r\n00:09:39,680 --&gt; 00:09:42,540\r\nrope repetitive work. So at\r\n\r\n271\r\n00:09:42,540 --&gt; 00:09:46,350\r\nthe low end of this\r\n\r\n272\r\n00:09:46,350 --&gt; 00:09:48,330\r\nvalue chain, you're looking at\r\n\r\n273\r\n00:09:48,330 --&gt; 00:09:50,090\r\nAI and automation being able\r\n\r\n274\r\n00:09:50,090 --&gt; 00:09:53,410\r\nto increase efficiency on technology\r\n\r\n275\r\n00:09:53,540 --&gt; 00:09:56,510\r\nlike RPA or automatic case\r\n\r\n276\r\n00:09:56,510 --&gt; 00:09:59,250\r\nclassification or automatic routing to\r\n\r\n277\r\n00:09:59,250 --&gt; 00:10:01,460\r\nbe able to offload all\r\n\r\n278\r\n00:10:01,460 --&gt; 00:10:04,100\r\nthe reproducible or lower value\r\n\r\n279\r\n00:10:04,100 --&gt; 00:10:06,900\r\ntasks from agents. Moving up\r\n\r\n280\r\n00:10:06,900 --&gt; 00:10:08,680\r\nthe value curve, you've got\r\n\r\n281\r\n00:10:08,900 --&gt; 00:10:10,550\r\nAI and automation that can\r\n\r\n282\r\n00:10:10,550 --&gt; 00:10:13,360\r\nhelp reduce friction. For example,\r\n\r\n283\r\n00:10:13,360 --&gt; 00:10:15,330\r\nmonitoring the sentiment of an\r\n\r\n284\r\n00:10:15,330 --&gt; 00:10:19,650\r\ninteraction and escalating automatically if\r\n\r\n285\r\n00:10:19,650 --&gt; 00:10:22,320\r\na customer seems to distressed.\r\n\r\n286\r\n00:10:22,770 --&gt; 00:10:24,220\r\nMoving up the value chain\r\n\r\n287\r\n00:10:24,220 --&gt; 00:10:27,440\r\nyou've got enhanced customer empowerment.\r\n\r\n288\r\n00:10:27,490 --&gt; 00:10:29,850\r\nThis is all about chat\r\n\r\n289\r\n00:10:29,850 --&gt; 00:10:31,580\r\nbots and self- service and\r\n\r\n290\r\n00:10:31,980 --&gt; 00:10:34,560\r\nself- service processes. Again, we\r\n\r\n291\r\n00:10:34,560 --&gt; 00:10:35,610\r\nknow that customers want to\r\n\r\n292\r\n00:10:35,650 --&gt; 00:10:36,990\r\nself serve as first point\r\n\r\n293\r\n00:10:36,990 --&gt; 00:10:40,830\r\nof contact and these technologies\r\n\r\n294\r\n00:10:41,090 --&gt; 00:10:44,240\r\nempower great self service. And\r\n\r\n295\r\n00:10:44,240 --&gt; 00:10:46,740\r\nthen four and five on\r\n\r\n296\r\n00:10:46,740 --&gt; 00:10:48,450\r\nthis value chain are about\r\n\r\n297\r\n00:10:48,760 --&gt; 00:10:52,150\r\nproactive and even preemptive service\r\n\r\n298\r\n00:10:52,380 --&gt; 00:10:53,760\r\nwhere for example, you're looking\r\n\r\n299\r\n00:10:53,760 --&gt; 00:10:56,740\r\nat the customer's journey on\r\n\r\n300\r\n00:10:56,820 --&gt; 00:10:58,960\r\na web property independent on\r\n\r\n301\r\n00:10:58,960 --&gt; 00:11:01,730\r\nthe customer's behavior, you're proactively\r\n\r\n302\r\n00:11:01,730 --&gt; 00:11:03,360\r\nengaging with the customer to\r\n\r\n303\r\n00:11:03,360 --&gt; 00:11:04,640\r\nbe able to start a\r\n\r\n304\r\n00:11:04,640 --&gt; 00:11:08,860\r\nconversation or offer content or\r\n\r\n305\r\n00:11:08,860 --&gt; 00:11:10,570\r\ngive them an offer or\r\n\r\n306\r\n00:11:10,570 --&gt; 00:11:13,460\r\npreemptive services, again, all about\r\n\r\n307\r\n00:11:13,520 --&gt; 00:11:16,360\r\nconnected devices and being able\r\n\r\n308\r\n00:11:16,360 --&gt; 00:11:21,210\r\nto to preemptively intervene upon\r\n\r\n309\r\n00:11:21,210 --&gt; 00:11:22,900\r\nsigns of distress. So what\r\n\r\n310\r\n00:11:22,940 --&gt; 00:11:25,280\r\nit means is that companies\r\n\r\n311\r\n00:11:25,280 --&gt; 00:11:29,020\r\nare infusing AI and automation\r\n\r\n312\r\n00:11:29,020 --&gt; 00:11:30,610\r\njust about everywhere in the\r\n\r\n313\r\n00:11:30,610 --&gt; 00:11:32,840\r\ncustomer service operations and what\r\n\r\n314\r\n00:11:32,840 --&gt; 00:11:35,740\r\nit does is it allows\r\n\r\n315\r\n00:11:36,110 --&gt; 00:11:38,380\r\ncontent centers to scale without\r\n\r\n316\r\n00:11:38,380 --&gt; 00:11:42,270\r\nnecessarily having add agent headcount.\r\n\r\n317\r\n00:11:43,540 --&gt; 00:11:44,790\r\nSo that was a lot\r\n\r\n318\r\n00:11:45,450 --&gt; 00:11:50,370\r\nshareable but. I love that.\r\n\r\n319\r\n00:11:50,370 --&gt; 00:11:52,130\r\nActually a few points that\r\n\r\n320\r\n00:11:52,130 --&gt; 00:11:53,160\r\nI had written down about\r\n\r\n321\r\n00:11:53,270 --&gt; 00:11:55,090\r\nyou said where really that\r\n\r\n322\r\n00:11:55,090 --&gt; 00:11:56,820\r\nidea, that ease of access\r\n\r\n323\r\n00:11:56,820 --&gt; 00:11:58,440\r\nto the information is sometimes\r\n\r\n324\r\n00:11:58,500 --&gt; 00:11:59,830\r\njust as important as the\r\n\r\n325\r\n00:11:59,830 --&gt; 00:12:01,900\r\ninformation you're getting itself. And\r\n\r\n326\r\n00:12:01,900 --&gt; 00:12:02,550\r\nI love that you brought\r\n\r\n327\r\n00:12:02,550 --&gt; 00:12:04,990\r\nup transportation because some side\r\n\r\n328\r\n00:12:04,990 --&gt; 00:12:05,670\r\nnotes here, I live in\r\n\r\n329\r\n00:12:05,670 --&gt; 00:12:07,390\r\nSan Francisco. When I think\r\n\r\n330\r\n00:12:07,390 --&gt; 00:12:09,170\r\nabout this ease of access\r\n\r\n331\r\n00:12:09,170 --&gt; 00:12:11,100\r\nto information and Uber, right?\r\n\r\n332\r\n00:12:11,430 --&gt; 00:12:13,440\r\nTransportation in San Francisco, I\r\n\r\n333\r\n00:12:13,440 --&gt; 00:12:15,150\r\ncan take the subway or\r\n\r\n334\r\n00:12:15,150 --&gt; 00:12:15,930\r\nI can take an Uber\r\n\r\n335\r\n00:12:15,930 --&gt; 00:12:16,840\r\nand the subway might be\r\n\r\n336\r\n00:12:16,840 --&gt; 00:12:18,650\r\ngoing the exact same direction,\r\n\r\n337\r\n00:12:19,120 --&gt; 00:12:20,260\r\nbut man, for that last\r\n\r\n338\r\n00:12:20,260 --&gt; 00:12:22,010\r\nmile, it's definitely a different\r\n\r\n339\r\n00:12:22,010 --&gt; 00:12:23,800\r\nexperience. So I am more\r\n\r\n340\r\n00:12:23,800 --&gt; 00:12:24,500\r\nlikely to pay a little\r\n\r\n341\r\n00:12:24,620 --&gt; 00:12:25,840\r\nbit more for the experience\r\n\r\n342\r\n00:12:25,840 --&gt; 00:12:26,830\r\nthat gets me where I\r\n\r\n343\r\n00:12:26,830 --&gt; 00:12:27,810\r\nneed to go in a\r\n\r\n344\r\n00:12:27,810 --&gt; 00:12:29,970\r\nquicker way. And we're seeing\r\n\r\n345\r\n00:12:29,970 --&gt; 00:12:31,590\r\nthis with customers as well.\r\n\r\n346\r\n00:12:31,930 --&gt; 00:12:33,360\r\nIn fact, even though I\r\n\r\n347\r\n00:12:33,360 --&gt; 00:12:34,780\r\nhate this term millennial because\r\n\r\n348\r\n00:12:34,780 --&gt; 00:12:35,520\r\nit puts me in a\r\n\r\n349\r\n00:12:35,520 --&gt; 00:12:37,660\r\nbucket, we are seeing research\r\n\r\n350\r\n00:12:37,660 --&gt; 00:12:39,950\r\nthat shows that millennial users\r\n\r\n351\r\n00:12:39,950 --&gt; 00:12:41,420\r\nof banking apps are much\r\n\r\n352\r\n00:12:41,420 --&gt; 00:12:43,320\r\nmore likely to switch when\r\n\r\n353\r\n00:12:43,320 --&gt; 00:12:44,460\r\nthey look at better mobile\r\n\r\n354\r\n00:12:44,510 --&gt; 00:12:47,030\r\nor digital capabilities. So you're\r\n\r\n355\r\n00:12:47,030 --&gt; 00:12:48,360\r\nprobably wondering why I'm talking\r\n\r\n356\r\n00:12:48,360 --&gt; 00:12:50,770\r\nabout digital capabilities and my\r\n\r\n357\r\n00:12:50,770 --&gt; 00:12:52,450\r\nfirst prediction is actually about\r\n\r\n358\r\n00:12:52,450 --&gt; 00:12:54,450\r\nvoice. I want to talk about our\r\n\r\n359\r\n00:12:54,450 --&gt; 00:12:56,030\r\nfirst prediction here and that voice isn't\r\n\r\n360\r\n00:12:56,030 --&gt; 00:12:58,080\r\ndead, but it's absolutely different.\r\n\r\n361\r\n00:12:58,660 --&gt; 00:12:59,730\r\nWhat we've seen as we\r\n\r\n362\r\n00:12:59,730 --&gt; 00:13:01,310\r\ntalk with customers and we\r\n\r\n363\r\n00:13:01,310 --&gt; 00:13:03,200\r\nlook at the research, is\r\n\r\n364\r\n00:13:03,200 --&gt; 00:13:05,790\r\nthat consumers rate immediate responses\r\n\r\n365\r\n00:13:06,070 --&gt; 00:13:07,550\r\nas super important. In fact,\r\n\r\n366\r\n00:13:07,640 --&gt; 00:13:09,940\r\nHubSpot report noted that 90% of\r\n\r\n367\r\n00:13:09,940 --&gt; 00:13:11,980\r\nconsumers put it in important\r\n\r\n368\r\n00:13:11,980 --&gt; 00:13:13,580\r\nor very important when it\r\n\r\n369\r\n00:13:13,580 --&gt; 00:13:14,940\r\ncomes to the immediacy of\r\n\r\n370\r\n00:13:14,940 --&gt; 00:13:16,820\r\nthe response they get. And\r\n\r\n371\r\n00:13:16,820 --&gt; 00:13:17,780\r\nwe're also looking at other\r\n\r\n372\r\n00:13:17,780 --&gt; 00:13:19,680\r\nresearch that's showing that these\r\n\r\n373\r\n00:13:19,680 --&gt; 00:13:22,350\r\nself service requests or initiations\r\n\r\n374\r\n00:13:22,350 --&gt; 00:13:23,820\r\nare coming over a voice\r\n\r\n375\r\n00:13:24,060 --&gt; 00:13:26,190\r\nchannel. So when you think of voice, you think\r\n\r\n376\r\n00:13:26,190 --&gt; 00:13:27,430\r\nof a phone, but that's\r\n\r\n377\r\n00:13:27,430 --&gt; 00:13:28,400\r\nnot the first place where\r\n\r\n378\r\n00:13:28,400 --&gt; 00:13:29,270\r\nit starts or even where\r\n\r\n379\r\n00:13:29,270 --&gt; 00:13:30,810\r\nit ends. I always like\r\n\r\n380\r\n00:13:30,810 --&gt; 00:13:31,610\r\nto tell the story. When\r\n\r\n381\r\n00:13:31,610 --&gt; 00:13:32,250\r\nmy wife and I went\r\n\r\n382\r\n00:13:32,250 --&gt; 00:13:33,410\r\nto Ireland last year, we\r\n\r\n383\r\n00:13:33,410 --&gt; 00:13:34,900\r\nwere really excited and she\r\n\r\n384\r\n00:13:34,900 --&gt; 00:13:35,870\r\ngave me two things to\r\n\r\n385\r\n00:13:35,870 --&gt; 00:13:36,930\r\nmake sure that I did. It\r\n\r\n386\r\n00:13:36,930 --&gt; 00:13:38,490\r\nwas make sure our data\r\n\r\n387\r\n00:13:38,490 --&gt; 00:13:39,130\r\nwould work when we were\r\n\r\n388\r\n00:13:39,130 --&gt; 00:13:40,130\r\nin Ireland because I have\r\n\r\n389\r\n00:13:40,130 --&gt; 00:13:41,150\r\nno idea how to use\r\n\r\n390\r\n00:13:41,150 --&gt; 00:13:42,990\r\na map apparently. And the\r\n\r\n391\r\n00:13:42,990 --&gt; 00:13:44,430\r\nsecond one was to make\r\n\r\n392\r\n00:13:44,430 --&gt; 00:13:45,520\r\nsure I set a travel alert\r\n\r\n393\r\n00:13:45,560 --&gt; 00:13:46,760\r\non her credit card so\r\n\r\n394\r\n00:13:46,760 --&gt; 00:13:47,720\r\nwe didn't have any issues.\r\n\r\n395\r\n00:13:48,340 --&gt; 00:13:49,360\r\nI remembered to set the\r\n\r\n396\r\n00:13:49,360 --&gt; 00:13:50,420\r\ntravel alert when I was\r\n\r\n397\r\n00:13:50,420 --&gt; 00:13:51,720\r\nin Dublin and my card\r\n\r\n398\r\n00:13:51,720 --&gt; 00:13:52,680\r\ngot declined at the first\r\n\r\n399\r\n00:13:52,680 --&gt; 00:13:54,370\r\nrestaurant. And I bring that\r\n\r\n400\r\n00:13:54,370 --&gt; 00:13:55,950\r\nup because it was something\r\n\r\n401\r\n00:13:55,950 --&gt; 00:13:57,040\r\nwe fixed, we phoned in\r\n\r\n402\r\n00:13:57,040 --&gt; 00:13:58,140\r\nand fixed it, but it\r\n\r\n403\r\n00:13:58,140 --&gt; 00:13:59,100\r\ncould have been very different.\r\n\r\n404\r\n00:13:59,270 --&gt; 00:14:00,370\r\nWhat if while I was\r\n\r\n405\r\n00:14:00,370 --&gt; 00:14:02,370\r\npacking, I just asked my\r\n\r\n406\r\n00:14:02,370 --&gt; 00:14:04,130\r\nAmazon Alexa or my Google\r\n\r\n407\r\n00:14:04,130 --&gt; 00:14:05,050\r\nhome or some of those\r\n\r\n408\r\n00:14:05,050 --&gt; 00:14:06,890\r\ndevices to do this for\r\n\r\n409\r\n00:14:06,890 --&gt; 00:14:08,440\r\nme. And you start to\r\n\r\n410\r\n00:14:08,440 --&gt; 00:14:10,210\r\nthink about voice being less\r\n\r\n411\r\n00:14:10,210 --&gt; 00:14:11,410\r\nof a channel and more\r\n\r\n412\r\n00:14:11,410 --&gt; 00:14:12,920\r\nof an interface. When we\r\n\r\n413\r\n00:14:12,920 --&gt; 00:14:14,470\r\nlook at these home devices,\r\n\r\n414\r\n00:14:14,790 --&gt; 00:14:16,140\r\nthey are becoming the towns\r\n\r\n415\r\n00:14:16,140 --&gt; 00:14:18,260\r\nsquare where it may not\r\n\r\n416\r\n00:14:18,260 --&gt; 00:14:19,550\r\nbe controlled by a business\r\n\r\n417\r\n00:14:19,550 --&gt; 00:14:21,280\r\nor even something that you\r\n\r\n418\r\n00:14:21,280 --&gt; 00:14:23,830\r\nhave direct ownership of but\r\n\r\n419\r\n00:14:23,830 --&gt; 00:14:25,560\r\nit's absolutely where communication is\r\n\r\n420\r\n00:14:25,560 --&gt; 00:14:27,200\r\nhappening and it's absolutely where\r\n\r\n421\r\n00:14:27,200 --&gt; 00:14:29,460\r\nthat real conversation with customers\r\n\r\n422\r\n00:14:29,460 --&gt; 00:14:31,270\r\nare occurring. So it's the\r\n\r\n423\r\n00:14:31,270 --&gt; 00:14:33,640\r\nnotion of letting someone set\r\n\r\n424\r\n00:14:33,640 --&gt; 00:14:34,930\r\nthe music they'd like to\r\n\r\n425\r\n00:14:34,930 --&gt; 00:14:36,560\r\nlisten to and also navigating\r\n\r\n426\r\n00:14:36,560 --&gt; 00:14:38,220\r\nthrough your interface all from\r\n\r\n427\r\n00:14:38,220 --&gt; 00:14:39,350\r\nthe same place in the\r\n\r\n428\r\n00:14:39,350 --&gt; 00:14:41,420\r\nmoment of need and alleviating\r\n\r\n429\r\n00:14:41,750 --&gt; 00:14:44,310\r\nthose user experience issues. Just\r\n\r\n430\r\n00:14:44,310 --&gt; 00:14:45,200\r\nto note on that, I\r\n\r\n431\r\n00:14:45,200 --&gt; 00:14:46,030\r\nstill to this day have\r\n\r\n432\r\n00:14:46,030 --&gt; 00:14:47,510\r\nno idea where sending the\r\n\r\n433\r\n00:14:47,510 --&gt; 00:14:48,610\r\ntravel alert would occur in\r\n\r\n434\r\n00:14:48,610 --&gt; 00:14:50,280\r\nmy banking app. It's something\r\n\r\n435\r\n00:14:50,280 --&gt; 00:14:51,020\r\nI would call in for\r\n\r\n436\r\n00:14:51,020 --&gt; 00:14:51,900\r\nor have to dig around\r\n\r\n437\r\n00:14:51,900 --&gt; 00:14:53,200\r\nfor, but not something that\r\n\r\n438\r\n00:14:53,200 --&gt; 00:14:55,980\r\nI would proactively research. So\r\n\r\n439\r\n00:14:55,980 --&gt; 00:14:57,700\r\nto tie that in, it\r\n\r\n440\r\n00:14:57,700 --&gt; 00:14:58,830\r\ncomes down to why should\r\n\r\n441\r\n00:14:58,830 --&gt; 00:15:01,170\r\nwe care? Well, this is the first time,\r\n\r\n442\r\n00:15:01,170 --&gt; 00:15:02,360\r\nespecially looking in this next\r\n\r\n443\r\n00:15:02,360 --&gt; 00:15:04,090\r\nyear, that that technology is\r\n\r\n444\r\n00:15:04,090 --&gt; 00:15:05,820\r\ngood enough to start leveraging\r\n\r\n445\r\n00:15:05,820 --&gt; 00:15:07,740\r\non the voice channel. As\r\n\r\n446\r\n00:15:07,740 --&gt; 00:15:08,980\r\nyou think about calling in\r\n\r\n447\r\n00:15:08,980 --&gt; 00:15:10,230\r\non a number now, we\r\n\r\n448\r\n00:15:10,230 --&gt; 00:15:11,660\r\ncan extend this voice bot\r\n\r\n449\r\n00:15:11,660 --&gt; 00:15:13,820\r\ntechnology. It has the ability\r\n\r\n450\r\n00:15:13,820 --&gt; 00:15:15,180\r\nto pick up on nuances\r\n\r\n451\r\n00:15:15,180 --&gt; 00:15:17,150\r\nlike alphanumeric where if you're\r\n\r\n452\r\n00:15:17,150 --&gt; 00:15:18,210\r\nan airline and you're giving\r\n\r\n453\r\n00:15:18,210 --&gt; 00:15:19,630\r\nyour confirmation code, which is\r\n\r\n454\r\n00:15:19,630 --&gt; 00:15:22,760\r\nnumbers, digits and letters, this\r\n\r\n455\r\n00:15:22,760 --&gt; 00:15:23,610\r\nused to be hard to\r\n\r\n456\r\n00:15:23,610 --&gt; 00:15:25,060\r\nunderstand from a natural language\r\n\r\n457\r\n00:15:25,060 --&gt; 00:15:26,790\r\nprocessing. We don't have these\r\n\r\n458\r\n00:15:26,790 --&gt; 00:15:28,450\r\nproblems anymore so that we can\r\n\r\n459\r\n00:15:28,450 --&gt; 00:15:30,100\r\nchange the experience to be\r\n\r\n460\r\n00:15:30,100 --&gt; 00:15:31,920\r\nmore about the conversation and\r\n\r\n461\r\n00:15:31,920 --&gt; 00:15:32,650\r\nwhere we need to take\r\n\r\n462\r\n00:15:32,650 --&gt; 00:15:34,140\r\nyou next because we understand\r\n\r\n463\r\n00:15:34,140 --&gt; 00:15:35,740\r\nthat instead of a maze\r\n\r\n464\r\n00:15:35,740 --&gt; 00:15:36,770\r\nof menus that you have\r\n\r\n465\r\n00:15:36,770 --&gt; 00:15:38,640\r\nto listen to and hopefully\r\n\r\n466\r\n00:15:38,640 --&gt; 00:15:40,890\r\nselect the right one. Now\r\n\r\n467\r\n00:15:40,960 --&gt; 00:15:41,790\r\nI did cheat a little\r\n\r\n468\r\n00:15:41,790 --&gt; 00:15:42,500\r\nbit here. I have a\r\n\r\n469\r\n00:15:42,500 --&gt; 00:15:43,820\r\n1A as well on our\r\n\r\n470\r\n00:15:43,820 --&gt; 00:15:45,570\r\npredictions and it's because I\r\n\r\n471\r\n00:15:45,570 --&gt; 00:15:46,320\r\ndon't want you to think that\r\n\r\n472\r\n00:15:46,550 --&gt; 00:15:47,470\r\nwe're just keying in on\r\n\r\n473\r\n00:15:47,470 --&gt; 00:15:50,140\r\nvoice. Commerce is messaging. We're\r\n\r\n474\r\n00:15:50,140 --&gt; 00:15:51,450\r\nseeing a lot of research\r\n\r\n475\r\n00:15:51,540 --&gt; 00:15:52,610\r\nhint at that as well\r\n\r\n476\r\n00:15:52,610 --&gt; 00:15:54,460\r\nfrom our end and for\r\n\r\n477\r\n00:15:54,460 --&gt; 00:15:55,330\r\nyou out there in the\r\n\r\n478\r\n00:15:55,340 --&gt; 00:15:57,220\r\nfield and in the audience,\r\n\r\n479\r\n00:15:57,460 --&gt; 00:15:58,780\r\nhave you ever kept multiple\r\n\r\n480\r\n00:15:58,780 --&gt; 00:16:00,420\r\ntabs open on your browser\r\n\r\n481\r\n00:16:00,830 --&gt; 00:16:02,180\r\nbecause you wanted to purchase something,\r\n\r\n482\r\n00:16:02,180 --&gt; 00:16:03,450\r\nbut you just had another\r\n\r\n483\r\n00:16:03,450 --&gt; 00:16:04,790\r\nquestion around it, right? Think\r\n\r\n484\r\n00:16:05,020 --&gt; 00:16:06,530\r\nabout shoes that you wanted to buy.\r\n\r\n485\r\n00:16:06,880 --&gt; 00:16:08,010\r\nDo those shoes run small,\r\n\r\n486\r\n00:16:08,010 --&gt; 00:16:09,060\r\ndo they run large? You've\r\n\r\n487\r\n00:16:09,060 --&gt; 00:16:09,900\r\ngot to look that up.\r\n\r\n488\r\n00:16:10,410 --&gt; 00:16:11,420\r\nThink about a flight you\r\n\r\n489\r\n00:16:11,420 --&gt; 00:16:12,870\r\nmight have for work, is\r\n\r\n490\r\n00:16:12,880 --&gt; 00:16:13,810\r\nthere a chance if it's\r\n\r\n491\r\n00:16:13,810 --&gt; 00:16:14,600\r\na long flight that you\r\n\r\n492\r\n00:16:14,600 --&gt; 00:16:15,620\r\ncan get the upgrade even\r\n\r\n493\r\n00:16:15,620 --&gt; 00:16:16,840\r\nthough that's on the wishlist,\r\n\r\n494\r\n00:16:16,840 --&gt; 00:16:18,390\r\nnot always happening. It's worth\r\n\r\n495\r\n00:16:18,390 --&gt; 00:16:19,600\r\nchecking and it stops you\r\n\r\n496\r\n00:16:19,600 --&gt; 00:16:21,400\r\nfrom purchasing it. And what\r\n\r\n497\r\n00:16:21,400 --&gt; 00:16:23,300\r\nabout something else, maybe even\r\n\r\n498\r\n00:16:23,300 --&gt; 00:16:24,580\r\nmore in the weeds. You're\r\n\r\n499\r\n00:16:24,580 --&gt; 00:16:25,290\r\ntrying to get a car\r\n\r\n500\r\n00:16:25,290 --&gt; 00:16:26,540\r\ninsurance policy. You've just moved\r\n\r\n501\r\n00:16:26,540 --&gt; 00:16:27,840\r\nto a new state, you've\r\n\r\n502\r\n00:16:27,840 --&gt; 00:16:28,930\r\nalready got home insurance with\r\n\r\n503\r\n00:16:28,930 --&gt; 00:16:30,340\r\nthat company, do you get\r\n\r\n504\r\n00:16:30,340 --&gt; 00:16:31,590\r\na discount? Would it stop\r\n\r\n505\r\n00:16:31,590 --&gt; 00:16:32,880\r\nyou from just self- serving\r\n\r\n506\r\n00:16:32,880 --&gt; 00:16:33,800\r\nand filling that form out\r\n\r\n507\r\n00:16:33,800 --&gt; 00:16:36,300\r\non your own? Messaging is\r\n\r\n508\r\n00:16:36,300 --&gt; 00:16:37,970\r\nasynchronous by nature and Kate\r\n\r\n509\r\n00:16:37,970 --&gt; 00:16:39,650\r\nbrought this up earlier. I\r\n\r\n510\r\n00:16:39,650 --&gt; 00:16:41,330\r\ncould start chatting with my\r\n\r\n511\r\n00:16:41,330 --&gt; 00:16:42,720\r\ncompany on the train on\r\n\r\n512\r\n00:16:42,720 --&gt; 00:16:43,870\r\nthe way to work asking\r\n\r\n513\r\n00:16:43,870 --&gt; 00:16:45,570\r\nthem about this insurance policy.\r\n\r\n514\r\n00:16:46,150 --&gt; 00:16:46,730\r\nBut once I'm in the\r\n\r\n515\r\n00:16:46,730 --&gt; 00:16:48,240\r\noffice, I might switch to\r\n\r\n516\r\n00:16:48,240 --&gt; 00:16:49,580\r\nmy laptop and switching to\r\n\r\n517\r\n00:16:49,580 --&gt; 00:16:50,910\r\nmy laptop means I'm picking\r\n\r\n518\r\n00:16:50,910 --&gt; 00:16:52,520\r\nup on that same conversation\r\n\r\n519\r\n00:16:52,540 --&gt; 00:16:54,400\r\nacross a messaging channel but\r\n\r\n520\r\n00:16:54,400 --&gt; 00:16:55,330\r\nI'm doing it in a different\r\n\r\n521\r\n00:16:55,330 --&gt; 00:16:56,650\r\nway and I'm doing it\r\n\r\n522\r\n00:16:56,650 --&gt; 00:16:58,830\r\nat a different time. Great\r\n\r\n523\r\n00:16:58,830 --&gt; 00:17:00,290\r\nthing about messaging is we\r\n\r\n524\r\n00:17:00,290 --&gt; 00:17:02,430\r\nsee this burst capability, so\r\n\r\n525\r\n00:17:02,430 --&gt; 00:17:03,800\r\nasynchronous, meaning we pick up\r\n\r\n526\r\n00:17:03,800 --&gt; 00:17:05,210\r\nwhen we're ready and then\r\n\r\n527\r\n00:17:05,210 --&gt; 00:17:06,340\r\nwe can really jump in\r\n\r\n528\r\n00:17:06,340 --&gt; 00:17:07,670\r\nand start that conversation when we\r\n\r\n529\r\n00:17:07,670 --&gt; 00:17:09,470\r\nhave the free time. And\r\n\r\n530\r\n00:17:09,470 --&gt; 00:17:10,180\r\nthis is what it comes\r\n\r\n531\r\n00:17:10,180 --&gt; 00:17:11,840\r\ndown to, is giving someone\r\n\r\n532\r\n00:17:11,840 --&gt; 00:17:13,170\r\na tangible reference of when\r\n\r\n533\r\n00:17:13,170 --&gt; 00:17:14,410\r\nthings are working, when they're\r\n\r\n534\r\n00:17:14,410 --&gt; 00:17:15,680\r\ngoing in the right direction,\r\n\r\n535\r\n00:17:16,120 --&gt; 00:17:17,110\r\nand then having a place\r\n\r\n536\r\n00:17:17,110 --&gt; 00:17:17,960\r\nthat they can come back\r\n\r\n537\r\n00:17:18,190 --&gt; 00:17:19,160\r\nand pick up. And that's\r\n\r\n538\r\n00:17:19,160 --&gt; 00:17:21,220\r\nwhat messaging is about. So\r\n\r\n539\r\n00:17:21,590 --&gt; 00:17:22,770\r\nI think it all ends\r\n\r\n540\r\n00:17:22,770 --&gt; 00:17:24,390\r\nwith the fact that messaging\r\n\r\n541\r\n00:17:24,390 --&gt; 00:17:26,140\r\napps tie into payment applications.\r\n\r\n542\r\n00:17:26,320 --&gt; 00:17:27,210\r\nThis is the first time\r\n\r\n543\r\n00:17:27,210 --&gt; 00:17:28,310\r\nwe have these channels that\r\n\r\n544\r\n00:17:28,310 --&gt; 00:17:30,010\r\nbring everything together and don't\r\n\r\n545\r\n00:17:30,010 --&gt; 00:17:31,500\r\ncall it a disjointed experience.\r\n\r\n546\r\n00:17:31,950 --&gt; 00:17:32,960\r\nKate I know I have babbled\r\n\r\n547\r\n00:17:32,960 --&gt; 00:17:34,060\r\nfor a while over back\r\n\r\n548\r\n00:17:34,060 --&gt; 00:17:34,280\r\nto you. What do you think about that?\r\n\r\n549\r\n00:17:38,380 --&gt; 00:17:40,610\r\nagents are no longer essential to\r\n\r\n550\r\n00:17:40,610 --&gt; 00:17:42,620\r\nscale. I talked about digital\r\n\r\n551\r\n00:17:42,620 --&gt; 00:17:43,870\r\nengagement in the house self-service\r\n\r\n552\r\n00:17:44,390 --&gt; 00:17:46,510\r\nand digital engagement is rising.\r\n\r\n553\r\n00:17:46,690 --&gt; 00:17:48,700\r\nYou talked about voice self\r\n\r\n554\r\n00:17:48,840 --&gt; 00:17:51,380\r\nservice, you talked about conversational\r\n\r\n555\r\n00:17:51,380 --&gt; 00:17:54,440\r\ncommerce, which is powered in\r\n\r\n556\r\n00:17:54,500 --&gt; 00:17:58,150\r\npart by bots, by automation.\r\n\r\n557\r\n00:17:58,530 --&gt; 00:18:00,910\r\nIt all makes sense. This\r\n\r\n558\r\n00:18:00,910 --&gt; 00:18:02,210\r\nis the way the world\r\n\r\n559\r\n00:18:02,210 --&gt; 00:18:04,250\r\nis going. So what happens\r\n\r\n560\r\n00:18:05,240 --&gt; 00:18:09,710\r\nto your agents. Where do\r\n\r\n561\r\n00:18:09,710 --&gt; 00:18:13,320\r\nthey fall in the spectrum\r\n\r\n562\r\n00:18:13,420 --&gt; 00:18:16,250\r\nof importance if again, so\r\n\r\n563\r\n00:18:16,250 --&gt; 00:18:21,220\r\nmuch engagement is going to\r\n\r\n564\r\n00:18:21,250 --&gt; 00:18:23,970\r\nself- service, to digital channels,\r\n\r\n565\r\n00:18:23,970 --&gt; 00:18:26,450\r\nvoice channels that are automated?\r\n\r\n566\r\n00:18:27,440 --&gt; 00:18:29,040\r\nSo the next trend is\r\n\r\n567\r\n00:18:29,040 --&gt; 00:18:32,680\r\nabout agents and the technologies\r\n\r\n568\r\n00:18:32,680 --&gt; 00:18:35,010\r\nthat agents need to be\r\n\r\n569\r\n00:18:35,010 --&gt; 00:18:38,820\r\nable to effectively support their\r\n\r\n570\r\n00:18:38,820 --&gt; 00:18:41,470\r\ncustomers. So to be able\r\n\r\n571\r\n00:18:41,470 --&gt; 00:18:43,040\r\nto talk about this, let's\r\n\r\n572\r\n00:18:43,040 --&gt; 00:18:44,280\r\nlook at this data again,\r\n\r\n573\r\n00:18:44,440 --&gt; 00:18:46,300\r\nthe dimension data that I\r\n\r\n574\r\n00:18:46,300 --&gt; 00:18:48,380\r\nhad brought up before. So\r\n\r\n575\r\n00:18:48,380 --&gt; 00:18:50,700\r\nthe bottom set of data is\r\n\r\n576\r\n00:18:50,700 --&gt; 00:18:54,010\r\nreally interesting. It's all about\r\n\r\n577\r\n00:18:54,520 --&gt; 00:18:56,050\r\nphone volumes and it's not\r\n\r\n578\r\n00:18:56,440 --&gt; 00:18:58,350\r\nvoice self- service, this is\r\n\r\n579\r\n00:18:58,350 --&gt; 00:19:01,110\r\nlive agents on the phone\r\n\r\n580\r\n00:19:01,200 --&gt; 00:19:03,910\r\nanswering customer calls. And what\r\n\r\n581\r\n00:19:03,910 --&gt; 00:19:06,480\r\nwe find is that 64%\r\n\r\n582\r\n00:19:06,480 --&gt; 00:19:08,490\r\nof contact center decision makers\r\n\r\n583\r\n00:19:08,720 --&gt; 00:19:13,200\r\nbelieve that voice volumes will\r\n\r\n584\r\n00:19:13,200 --&gt; 00:19:17,350\r\ndrop. And this is understandable\r\n\r\n585\r\n00:19:17,350 --&gt; 00:19:19,680\r\nbecause we're moving to a\r\n\r\n586\r\n00:19:19,680 --&gt; 00:19:23,920\r\ndigital first self- service first\r\n\r\n587\r\n00:19:23,920 --&gt; 00:19:26,530\r\nworld. But what's actually getting\r\n\r\n588\r\n00:19:26,530 --&gt; 00:19:29,480\r\ninto the contact center? It's\r\n\r\n589\r\n00:19:29,480 --&gt; 00:19:31,600\r\nthe harder calls, the calls\r\n\r\n590\r\n00:19:31,730 --&gt; 00:19:33,730\r\nthat weren't able to be\r\n\r\n591\r\n00:19:33,730 --&gt; 00:19:37,700\r\nanswered via self surface, where a\r\n\r\n592\r\n00:19:37,860 --&gt; 00:19:40,010\r\ncustomer has already gone to\r\n\r\n593\r\n00:19:40,010 --&gt; 00:19:41,400\r\nyour website, to your mobile\r\n\r\n594\r\n00:19:41,400 --&gt; 00:19:43,790\r\nsite, looked for information, perhaps\r\n\r\n595\r\n00:19:43,790 --&gt; 00:19:46,240\r\neven chatted with an agent,\r\n\r\n596\r\n00:19:46,300 --&gt; 00:19:47,900\r\nisn't able to really get\r\n\r\n597\r\n00:19:47,900 --&gt; 00:19:49,630\r\nthe answer. So they're picking\r\n\r\n598\r\n00:19:49,630 --&gt; 00:19:50,860\r\nup the phone and they're\r\n\r\n599\r\n00:19:50,860 --&gt; 00:19:53,440\r\ncalling a contact center. So\r\n\r\n600\r\n00:19:53,830 --&gt; 00:19:56,300\r\nvoice calls, the actual volume\r\n\r\n601\r\n00:19:56,300 --&gt; 00:19:58,470\r\nis dropping. Again, because self\r\n\r\n602\r\n00:19:58,470 --&gt; 00:20:00,280\r\nservice is picking off a\r\n\r\n603\r\n00:20:00,280 --&gt; 00:20:01,900\r\nlot of the easy inquiries.\r\n\r\n604\r\n00:20:02,140 --&gt; 00:20:05,410\r\nBut the length of calls\r\n\r\n605\r\n00:20:05,470 --&gt; 00:20:08,220\r\nis actually getting longer again,\r\n\r\n606\r\n00:20:08,220 --&gt; 00:20:09,260\r\nbecause you're getting the more\r\n\r\n607\r\n00:20:09,260 --&gt; 00:20:11,660\r\ncomplicated calls. It could be\r\n\r\n608\r\n00:20:11,660 --&gt; 00:20:13,470\r\nthe exceptions, it could be\r\n\r\n609\r\n00:20:13,470 --&gt; 00:20:18,470\r\nthe calls where there's multiple\r\n\r\n610\r\n00:20:18,470 --&gt; 00:20:22,090\r\nquestions within a call. So\r\n\r\n611\r\n00:20:22,090 --&gt; 00:20:23,140\r\nyour agents are getting the\r\n\r\n612\r\n00:20:23,140 --&gt; 00:20:25,860\r\nharder calls. Something else is\r\n\r\n613\r\n00:20:25,860 --&gt; 00:20:31,120\r\nhappening as well, your customers\r\n\r\n614\r\n00:20:32,030 --&gt; 00:20:34,190\r\nare frustrated as they get\r\n\r\n615\r\n00:20:34,190 --&gt; 00:20:36,830\r\nto the agent. So the\r\n\r\n616\r\n00:20:36,830 --&gt; 00:20:39,090\r\nagent doesn't necessarily only need\r\n\r\n617\r\n00:20:39,090 --&gt; 00:20:41,420\r\nto deal with the harder\r\n\r\n618\r\n00:20:41,420 --&gt; 00:20:43,850\r\ncall, but they may be\r\n\r\n619\r\n00:20:43,910 --&gt; 00:20:45,530\r\nhaving to deal with the customer\r\n\r\n620\r\n00:20:45,530 --&gt; 00:20:47,530\r\nwho's frustrated because their time\r\n\r\n621\r\n00:20:47,530 --&gt; 00:20:49,020\r\nhas been wasted by going\r\n\r\n622\r\n00:20:49,020 --&gt; 00:20:50,240\r\nto self- service and not\r\n\r\n623\r\n00:20:50,240 --&gt; 00:20:51,470\r\nfinding what they're looking for.\r\n\r\n624\r\n00:20:51,820 --&gt; 00:20:53,680\r\nOr are they maybe anxious. They\r\n\r\n625\r\n00:20:53,680 --&gt; 00:20:55,360\r\nhave a medication that's not\r\n\r\n626\r\n00:20:55,360 --&gt; 00:20:58,570\r\ncovered by their policy and\r\n\r\n627\r\n00:20:58,570 --&gt; 00:21:00,350\r\nit's a medication that's prescribed\r\n\r\n628\r\n00:21:00,350 --&gt; 00:21:01,860\r\nthat they really need. Or\r\n\r\n629\r\n00:21:01,860 --&gt; 00:21:04,050\r\nthey're angry because on their\r\n\r\n630\r\n00:21:04,050 --&gt; 00:21:05,750\r\nbills there's a surcharge that\r\n\r\n631\r\n00:21:05,750 --&gt; 00:21:07,730\r\nthey don't understand. And so\r\n\r\n632\r\n00:21:07,730 --&gt; 00:21:09,300\r\nthey're in a combative mood.\r\n\r\n633\r\n00:21:09,500 --&gt; 00:21:11,500\r\nSo the agent actually has a\r\n\r\n634\r\n00:21:11,500 --&gt; 00:21:13,460\r\ntough time. They're getting this\r\n\r\n635\r\n00:21:13,460 --&gt; 00:21:17,910\r\nescalated call which is a\r\n\r\n636\r\n00:21:18,120 --&gt; 00:21:20,610\r\nharder call because the work\r\n\r\n637\r\n00:21:20,610 --&gt; 00:21:22,330\r\nis more complex and they're\r\n\r\n638\r\n00:21:22,330 --&gt; 00:21:24,130\r\nhaving to understand the emotional\r\n\r\n639\r\n00:21:24,130 --&gt; 00:21:26,020\r\nstate of the customer and\r\n\r\n640\r\n00:21:26,020 --&gt; 00:21:28,480\r\nreact to that emotional state,\r\n\r\n641\r\n00:21:28,830 --&gt; 00:21:32,300\r\nturn the conversation around and\r\n\r\n642\r\n00:21:32,300 --&gt; 00:21:34,350\r\ndo the right thing for\r\n\r\n643\r\n00:21:34,350 --&gt; 00:21:36,760\r\nthe customer. So where does\r\n\r\n644\r\n00:21:36,860 --&gt; 00:21:38,820\r\nthis all tie into the\r\n\r\n645\r\n00:21:38,820 --&gt; 00:21:43,410\r\nprediction about the agent desktop\r\n\r\n646\r\n00:21:44,170 --&gt; 00:21:46,450\r\nevolve? And this is because\r\n\r\n647\r\n00:21:46,450 --&gt; 00:21:48,700\r\nyour agents today have to\r\n\r\n648\r\n00:21:48,700 --&gt; 00:21:50,860\r\nbe supported by a much\r\n\r\n649\r\n00:21:50,860 --&gt; 00:21:53,490\r\ngreater range of technologies to\r\n\r\n650\r\n00:21:53,490 --&gt; 00:21:55,450\r\nbe able to serve the\r\n\r\n651\r\n00:21:55,450 --&gt; 00:21:58,550\r\ncustomer and provide the quality\r\n\r\n652\r\n00:21:58,550 --&gt; 00:22:00,660\r\nof service that they expect.\r\n\r\n653\r\n00:22:01,170 --&gt; 00:22:03,500\r\nSo what we find is\r\n\r\n654\r\n00:22:03,500 --&gt; 00:22:04,520\r\nif you look at most\r\n\r\n655\r\n00:22:04,520 --&gt; 00:22:07,550\r\nagent desktops, they have a customer\r\n\r\n656\r\n00:22:07,550 --&gt; 00:22:10,130\r\nservice solution that they're doing\r\n\r\n657\r\n00:22:10,130 --&gt; 00:22:11,530\r\ntheir work in. And their\r\n\r\n658\r\n00:22:11,530 --&gt; 00:22:13,920\r\ncustomer service solution does things like\r\n\r\n659\r\n00:22:14,470 --&gt; 00:22:16,410\r\nhelp you identify the customer,\r\n\r\n660\r\n00:22:16,410 --&gt; 00:22:18,210\r\npull up the customer history,\r\n\r\n661\r\n00:22:18,910 --&gt; 00:22:21,460\r\nbeing able to capture the\r\n\r\n662\r\n00:22:21,460 --&gt; 00:22:24,350\r\ninquiry details, workflow the inquiry.\r\n\r\n663\r\n00:22:25,340 --&gt; 00:22:26,670\r\nIt's got components of case\r\n\r\n664\r\n00:22:26,670 --&gt; 00:22:29,390\r\nmanagement. You may also be\r\n\r\n665\r\n00:22:29,390 --&gt; 00:22:31,050\r\nable to pop up some\r\n\r\n666\r\n00:22:31,580 --&gt; 00:22:33,770\r\nassociated knowledge from the knowledge\r\n\r\n667\r\n00:22:33,770 --&gt; 00:22:41,530\r\nbase. And this customer service\r\n\r\n668\r\n00:22:41,530 --&gt; 00:22:43,770\r\nsolution is also able to\r\n\r\n669\r\n00:22:43,770 --&gt; 00:22:45,760\r\nwork omnichannel inquiries. So not\r\n\r\n670\r\n00:22:45,760 --&gt; 00:22:47,390\r\nonly phone calls but digital\r\n\r\n671\r\n00:22:47,390 --&gt; 00:22:49,530\r\ninquiries as well. But what we\r\n\r\n672\r\n00:22:49,530 --&gt; 00:22:52,420\r\nalso find is that many\r\n\r\n673\r\n00:22:52,420 --&gt; 00:22:54,420\r\ncontact centers are layering on\r\n\r\n674\r\n00:22:54,480 --&gt; 00:22:57,910\r\nadditional technologies to make agents\r\n\r\n675\r\n00:22:57,910 --&gt; 00:23:01,070\r\nmore efficient, more effective, and\r\n\r\n676\r\n00:23:01,070 --&gt; 00:23:03,860\r\nto be able to prescribe\r\n\r\n677\r\n00:23:03,860 --&gt; 00:23:05,470\r\nthe right set of actions\r\n\r\n678\r\n00:23:05,470 --&gt; 00:23:07,940\r\nfor the agent. So on\r\n\r\n679\r\n00:23:07,940 --&gt; 00:23:10,430\r\ndesktops, in terms of efficiency\r\n\r\n680\r\n00:23:10,430 --&gt; 00:23:12,600\r\ntools, we see many companies\r\n\r\n681\r\n00:23:12,600 --&gt; 00:23:15,130\r\nadopting things like RPA or\r\n\r\n682\r\n00:23:15,130 --&gt; 00:23:19,030\r\nprocess guidance that handhold agents\r\n\r\n683\r\n00:23:19,030 --&gt; 00:23:24,890\r\nthrough predefined processes around effectiveness\r\n\r\n684\r\n00:23:24,890 --&gt; 00:23:26,740\r\ntool to make agents more\r\n\r\n685\r\n00:23:26,740 --&gt; 00:23:30,420\r\neffective. We see, for example\r\n\r\n686\r\n00:23:30,420 --&gt; 00:23:32,450\r\ncognitive search solutions that are\r\n\r\n687\r\n00:23:32,450 --&gt; 00:23:36,530\r\nlayered on top of silos\r\n\r\n688\r\n00:23:36,530 --&gt; 00:23:39,380\r\nof data like bug databases\r\n\r\n689\r\n00:23:39,380 --&gt; 00:23:42,040\r\nor content repositories to be\r\n\r\n690\r\n00:23:42,040 --&gt; 00:23:43,380\r\nable to pull up the\r\n\r\n691\r\n00:23:43,380 --&gt; 00:23:45,710\r\nright content or the right\r\n\r\n692\r\n00:23:45,960 --&gt; 00:23:48,640\r\nrelated data based on the\r\n\r\n693\r\n00:23:48,640 --&gt; 00:23:51,380\r\ncustomer's inquiry. We also see\r\n\r\n694\r\n00:23:51,380 --&gt; 00:23:53,250\r\ntools like agent facing chat\r\n\r\n695\r\n00:23:53,250 --&gt; 00:23:56,430\r\nbots to help the agent\r\n\r\n696\r\n00:23:56,640 --&gt; 00:23:58,540\r\nsurface the right data, the\r\n\r\n697\r\n00:23:58,540 --&gt; 00:24:00,680\r\nright information that they need\r\n\r\n698\r\n00:24:00,940 --&gt; 00:24:02,720\r\ndepending on the intent that's\r\n\r\n699\r\n00:24:02,720 --&gt; 00:24:05,490\r\ncaptured from the customer. We\r\n\r\n700\r\n00:24:05,490 --&gt; 00:24:08,710\r\nalso see collaboration tools where\r\n\r\n701\r\n00:24:08,710 --&gt; 00:24:10,760\r\nagents can collaborate with other\r\n\r\n702\r\n00:24:10,760 --&gt; 00:24:11,940\r\nagents to work on the\r\n\r\n703\r\n00:24:11,940 --&gt; 00:24:14,360\r\nharder work. And we also\r\n\r\n704\r\n00:24:14,360 --&gt; 00:24:16,030\r\nsee in terms of prescriptive\r\n\r\n705\r\n00:24:16,030 --&gt; 00:24:17,020\r\ntool, a lot of the\r\n\r\n706\r\n00:24:17,020 --&gt; 00:24:21,360\r\nAI or intelligence fueled solutions\r\n\r\n707\r\n00:24:21,360 --&gt; 00:24:23,150\r\nto be able to push\r\n\r\n708\r\n00:24:23,150 --&gt; 00:24:25,660\r\nthe next best action to\r\n\r\n709\r\n00:24:25,660 --&gt; 00:24:26,930\r\nthe agent. What's the next\r\n\r\n710\r\n00:24:26,930 --&gt; 00:24:29,150\r\nbest conversation the agent needs\r\n\r\n711\r\n00:24:29,150 --&gt; 00:24:30,570\r\nto have or the right\r\n\r\n712\r\n00:24:30,640 --&gt; 00:24:32,500\r\noffer to be able to\r\n\r\n713\r\n00:24:32,960 --&gt; 00:24:34,980\r\npresent to the agent that\r\n\r\n714\r\n00:24:34,980 --&gt; 00:24:38,690\r\nhas the highest rate of\r\n\r\n715\r\n00:24:38,690 --&gt; 00:24:40,620\r\nbeing accepted. So what we\r\n\r\n716\r\n00:24:40,620 --&gt; 00:24:43,060\r\nfind is again, the agents\r\n\r\n717\r\n00:24:43,130 --&gt; 00:24:44,680\r\nare working on the harder work\r\n\r\n718\r\n00:24:45,040 --&gt; 00:24:49,010\r\nand they are helped along\r\n\r\n719\r\n00:24:49,240 --&gt; 00:24:52,420\r\nby this set of tooling\r\n\r\n720\r\n00:24:52,640 --&gt; 00:24:54,580\r\nthat tends to be assembled\r\n\r\n721\r\n00:24:55,260 --&gt; 00:24:56,780\r\nby starting off with a customer\r\n\r\n722\r\n00:24:56,780 --&gt; 00:24:58,610\r\nservice solution and then layering\r\n\r\n723\r\n00:24:58,610 --&gt; 00:25:00,770\r\non the technologies that are\r\n\r\n724\r\n00:25:00,770 --&gt; 00:25:02,100\r\nneeded to be able to\r\n\r\n725\r\n00:25:02,100 --&gt; 00:25:11,650\r\nadequately support the agent. So\r\n\r\n726\r\n00:25:11,750 --&gt; 00:25:14,460\r\nJoe, does that resonate? Yeah. And\r\n\r\n727\r\n00:25:15,640 --&gt; 00:25:16,460\r\nit almost looks like I\r\n\r\n728\r\n00:25:16,460 --&gt; 00:25:17,310\r\nstole your homework a little\r\n\r\n729\r\n00:25:17,570 --&gt; 00:25:18,690\r\nbit, but I love what\r\n\r\n730\r\n00:25:18,690 --&gt; 00:25:19,830\r\nyou just brought up because\r\n\r\n731\r\n00:25:19,830 --&gt; 00:25:21,010\r\nit ties right into our\r\n\r\n732\r\n00:25:21,010 --&gt; 00:25:23,640\r\nsecond prediction that employees become\r\n\r\n733\r\n00:25:23,640 --&gt; 00:25:25,590\r\na brand differentiator that are\r\n\r\n734\r\n00:25:25,590 --&gt; 00:25:27,790\r\naugmented by AI. And Kate,\r\n\r\n735\r\n00:25:27,790 --&gt; 00:25:28,440\r\nif there's one thing I think that\r\n\r\n736\r\n00:25:28,950 --&gt; 00:25:29,910\r\nyou hit on really nicely\r\n\r\n737\r\n00:25:29,950 --&gt; 00:25:31,550\r\nthat I got from that was as\r\n\r\n738\r\n00:25:31,550 --&gt; 00:25:33,420\r\nAI is becoming increasingly more\r\n\r\n739\r\n00:25:33,420 --&gt; 00:25:36,460\r\nconsistent and capable, we're finding\r\n\r\n740\r\n00:25:36,460 --&gt; 00:25:37,850\r\nthat in the contact center,\r\n\r\n741\r\n00:25:37,850 --&gt; 00:25:39,160\r\nthe agent's work is going\r\n\r\n742\r\n00:25:39,160 --&gt; 00:25:40,050\r\nto become not just more\r\n\r\n743\r\n00:25:40,050 --&gt; 00:25:41,980\r\ndifficult, but empathetic as well.\r\n\r\n744\r\n00:25:42,610 --&gt; 00:25:43,880\r\nSo it's important that we\r\n\r\n745\r\n00:25:43,880 --&gt; 00:25:46,110\r\nunderstand that really AI will\r\n\r\n746\r\n00:25:46,110 --&gt; 00:25:47,530\r\nenable agents to make better\r\n\r\n747\r\n00:25:47,720 --&gt; 00:25:49,680\r\ndecisions and focus on empathy\r\n\r\n748\r\n00:25:49,860 --&gt; 00:25:52,350\r\nwithin those customer interactions. And\r\n\r\n749\r\n00:25:52,350 --&gt; 00:25:53,900\r\nwe're seeing that now through\r\n\r\n750\r\n00:25:53,900 --&gt; 00:25:55,450\r\njust- in- time interfaces that\r\n\r\n751\r\n00:25:55,450 --&gt; 00:25:57,540\r\nare surfacing both information and\r\n\r\n752\r\n00:25:57,540 --&gt; 00:25:59,220\r\neven applications as they're needed\r\n\r\n753\r\n00:25:59,220 --&gt; 00:26:01,220\r\nin real time. What I've\r\n\r\n754\r\n00:26:01,320 --&gt; 00:26:02,360\r\ngotten away from this, and\r\n\r\n755\r\n00:26:02,360 --&gt; 00:26:03,110\r\neven as I was a\r\n\r\n756\r\n00:26:03,110 --&gt; 00:26:05,220\r\nsupport engineer, is that complicated\r\n\r\n757\r\n00:26:05,220 --&gt; 00:26:07,350\r\ninterfaces and integrations and other\r\n\r\n758\r\n00:26:07,350 --&gt; 00:26:09,250\r\nsystems, those should no longer\r\n\r\n759\r\n00:26:09,250 --&gt; 00:26:10,410\r\nbe the obligation of the\r\n\r\n760\r\n00:26:10,410 --&gt; 00:26:12,290\r\nagent, rather the bandwidth to\r\n\r\n761\r\n00:26:12,290 --&gt; 00:26:14,070\r\npay attention to this interaction.\r\n\r\n762\r\n00:26:14,650 --&gt; 00:26:16,430\r\nSo as we're tying that\r\n\r\n763\r\n00:26:16,430 --&gt; 00:26:18,130\r\nup for our prediction around\r\n\r\n764\r\n00:26:18,130 --&gt; 00:26:20,100\r\nemployees becoming a brand differentiator,\r\n\r\n765\r\n00:26:20,620 --&gt; 00:26:21,670\r\nwe think about that the\r\n\r\n766\r\n00:26:21,670 --&gt; 00:26:23,420\r\nrising interactions are happening across\r\n\r\n767\r\n00:26:23,470 --&gt; 00:26:25,510\r\nchannels, but what's going to\r\n\r\n768\r\n00:26:25,580 --&gt; 00:26:26,960\r\nthe agents are more difficult.\r\n\r\n769\r\n00:26:27,130 --&gt; 00:26:28,110\r\nSo the tools that they\r\n\r\n770\r\n00:26:28,110 --&gt; 00:26:30,210\r\nneed are companion tools that\r\n\r\n771\r\n00:26:30,210 --&gt; 00:26:31,860\r\nare infused in those applications,\r\n\r\n772\r\n00:26:31,860 --&gt; 00:26:33,760\r\nnot beside them, and AI\r\n\r\n773\r\n00:26:33,760 --&gt; 00:26:35,370\r\nis helping agents make these\r\n\r\n774\r\n00:26:35,370 --&gt; 00:26:36,890\r\ngreat judgment calls while they're\r\n\r\n775\r\n00:26:36,890 --&gt; 00:26:38,970\r\non an interaction not replacing\r\n\r\n776\r\n00:26:38,970 --&gt; 00:26:40,900\r\nagents. So if you remember\r\n\r\n777\r\n00:26:40,900 --&gt; 00:26:41,670\r\na few years ago, Apple\r\n\r\n778\r\n00:26:41,670 --&gt; 00:26:42,960\r\nmusic was really popular for\r\n\r\n779\r\n00:26:42,970 --&gt; 00:26:45,570\r\nhaving real DJs curating playlists.\r\n\r\n780\r\n00:26:46,210 --&gt; 00:26:47,910\r\nIt was about humans being\r\n\r\n781\r\n00:26:47,910 --&gt; 00:26:49,220\r\nimportant and part of that new\r\n\r\n782\r\n00:26:49,220 --&gt; 00:26:50,500\r\noffering they had around Apple\r\n\r\n783\r\n00:26:50,500 --&gt; 00:26:52,000\r\nmusic. I think we're seeing\r\n\r\n784\r\n00:26:52,000 --&gt; 00:26:53,290\r\nthat pendulum swing come back\r\n\r\n785\r\n00:26:53,290 --&gt; 00:26:55,640\r\nagain to humans being crucial\r\n\r\n786\r\n00:26:55,690 --&gt; 00:26:57,710\r\nto the experience. And just\r\n\r\n787\r\n00:26:57,710 --&gt; 00:26:59,180\r\na quick story there before\r\n\r\n788\r\n00:26:59,180 --&gt; 00:27:00,700\r\nI babble like I always\r\n\r\n789\r\n00:27:00,700 --&gt; 00:27:02,210\r\ndo. When we look at\r\n\r\n790\r\n00:27:02,210 --&gt; 00:27:04,050\r\nlarge retailers, imagine you're a\r\n\r\n791\r\n00:27:04,050 --&gt; 00:27:05,670\r\nparent moving your son or\r\n\r\n792\r\n00:27:05,670 --&gt; 00:27:07,530\r\ndaughter into college. What if\r\n\r\n793\r\n00:27:07,530 --&gt; 00:27:08,090\r\nyou went to one of\r\n\r\n794\r\n00:27:08,090 --&gt; 00:27:09,240\r\nthose large retailers and bought\r\n\r\n795\r\n00:27:09,240 --&gt; 00:27:10,130\r\nall the items you need\r\n\r\n796\r\n00:27:10,130 --&gt; 00:27:11,410\r\nfor a dorm, right? The\r\n\r\n797\r\n00:27:11,720 --&gt; 00:27:13,530\r\nair conditioning unit, maybe a\r\n\r\n798\r\n00:27:13,530 --&gt; 00:27:15,100\r\nmini fridge, maybe some food,\r\n\r\n799\r\n00:27:15,540 --&gt; 00:27:17,440\r\nall these different items. If\r\n\r\n800\r\n00:27:17,490 --&gt; 00:27:18,570\r\nthe roommate already had them,\r\n\r\n801\r\n00:27:18,570 --&gt; 00:27:19,520\r\nyou might want to return\r\n\r\n802\r\n00:27:19,520 --&gt; 00:27:20,690\r\nthem. But think about how\r\n\r\n803\r\n00:27:20,690 --&gt; 00:27:22,070\r\nmany return policies that is.\r\n\r\n804\r\n00:27:22,070 --&gt; 00:27:23,160\r\nAnd we've done the research\r\n\r\n805\r\n00:27:23,160 --&gt; 00:27:24,740\r\nand seen on average, these\r\n\r\n806\r\n00:27:24,740 --&gt; 00:27:26,020\r\nlarge retailers have upwards of\r\n\r\n807\r\n00:27:26,040 --&gt; 00:27:28,500\r\n19 different return policies. So\r\n\r\n808\r\n00:27:28,500 --&gt; 00:27:29,420\r\nif you call in just\r\n\r\n809\r\n00:27:29,420 --&gt; 00:27:30,180\r\nto figure out and what\r\n\r\n810\r\n00:27:30,180 --&gt; 00:27:31,250\r\nyou can actually bring back\r\n\r\n811\r\n00:27:31,250 --&gt; 00:27:33,010\r\nand what's a lost cause,\r\n\r\n812\r\n00:27:33,370 --&gt; 00:27:34,240\r\nthat's a lot for the\r\n\r\n813\r\n00:27:34,240 --&gt; 00:27:35,660\r\nagent to dig through. That\r\n\r\n814\r\n00:27:35,660 --&gt; 00:27:36,690\r\nmeans they're going on hold.\r\n\r\n815\r\n00:27:36,690 --&gt; 00:27:37,500\r\nThat means there's a lot\r\n\r\n816\r\n00:27:37,540 --&gt; 00:27:38,870\r\nof ums and uhs as they try\r\n\r\n817\r\n00:27:38,870 --&gt; 00:27:39,740\r\nto figure it out on\r\n\r\n818\r\n00:27:39,740 --&gt; 00:27:41,930\r\ntheir end. Using these AI\r\n\r\n819\r\n00:27:41,930 --&gt; 00:27:43,960\r\nassisted technologies mean I can\r\n\r\n820\r\n00:27:43,960 --&gt; 00:27:45,650\r\npull up the closest location\r\n\r\n821\r\n00:27:45,650 --&gt; 00:27:46,650\r\nto you based around your\r\n\r\n822\r\n00:27:46,650 --&gt; 00:27:47,650\r\ncall and what you said,\r\n\r\n823\r\n00:27:47,650 --&gt; 00:27:49,610\r\nwhere you're located, what college\r\n\r\n824\r\n00:27:49,950 --&gt; 00:27:50,770\r\nand then I can let\r\n\r\n825\r\n00:27:50,770 --&gt; 00:27:53,040\r\nthe AI identify the nuances\r\n\r\n826\r\n00:27:53,040 --&gt; 00:27:54,220\r\nof what items are you\r\n\r\n827\r\n00:27:54,220 --&gt; 00:27:56,260\r\nreturning and what's the gotchas\r\n\r\n828\r\n00:27:56,260 --&gt; 00:27:57,500\r\nthere that are important in\r\n\r\n829\r\n00:27:57,500 --&gt; 00:27:59,470\r\nthat return process. This means\r\n\r\n830\r\n00:27:59,470 --&gt; 00:28:00,480\r\nI'm focused on you, the\r\n\r\n831\r\n00:28:00,480 --&gt; 00:28:02,840\r\nperson calling in, the son\r\n\r\n832\r\n00:28:02,840 --&gt; 00:28:03,850\r\nor daughter you've just moved\r\n\r\n833\r\n00:28:03,850 --&gt; 00:28:04,880\r\nin and the situation you\r\n\r\n834\r\n00:28:04,880 --&gt; 00:28:06,100\r\nhave at hand, not on\r\n\r\n835\r\n00:28:06,100 --&gt; 00:28:08,280\r\nthese individual line items. So\r\n\r\n836\r\n00:28:08,280 --&gt; 00:28:09,570\r\nKate, I'll hand it back\r\n\r\n837\r\n00:28:09,570 --&gt; 00:28:10,530\r\nto you here for your\r\n\r\n838\r\n00:28:10,530 --&gt; 00:28:11,820\r\nfinal point and any questions\r\n\r\n839\r\n00:28:11,820 --&gt; 00:28:12,790\r\nor comments you have on\r\n\r\n840\r\n00:28:12,790 --&gt; 00:28:14,970\r\nthis one too? Yeah. The\r\n\r\n841\r\n00:28:14,970 --&gt; 00:28:16,020\r\none thing that I forgot\r\n\r\n842\r\n00:28:16,020 --&gt; 00:28:17,150\r\nto say is, and you\r\n\r\n843\r\n00:28:17,150 --&gt; 00:28:18,640\r\nsaid it really well, is\r\n\r\n844\r\n00:28:18,760 --&gt; 00:28:21,280\r\nagents have to be supported\r\n\r\n845\r\n00:28:21,280 --&gt; 00:28:22,890\r\nby these companion tools or\r\n\r\n846\r\n00:28:22,890 --&gt; 00:28:24,660\r\ndesktop technologies to be able\r\n\r\n847\r\n00:28:24,660 --&gt; 00:28:26,220\r\nto focus on the conversation\r\n\r\n848\r\n00:28:26,220 --&gt; 00:28:28,100\r\nat hand. And there's also\r\n\r\n849\r\n00:28:28,240 --&gt; 00:28:30,610\r\ntechnologies that are helping make\r\n\r\n850\r\n00:28:30,610 --&gt; 00:28:32,500\r\nagents more empathetic. For example,\r\n\r\n851\r\n00:28:32,500 --&gt; 00:28:34,850\r\nbehavioral routing, being able to\r\n\r\n852\r\n00:28:34,850 --&gt; 00:28:37,220\r\nunderstand the conversation style of\r\n\r\n853\r\n00:28:37,220 --&gt; 00:28:38,420\r\nthe customer and routed to\r\n\r\n854\r\n00:28:38,790 --&gt; 00:28:40,140\r\nthe agent that's got the same\r\n\r\n855\r\n00:28:40,260 --&gt; 00:28:43,370\r\nconversational style. Or for example,\r\n\r\n856\r\n00:28:43,440 --&gt; 00:28:45,370\r\npopping up on the agent's\r\n\r\n857\r\n00:28:45,370 --&gt; 00:28:49,530\r\nscreen for example, indicators of\r\n\r\n858\r\n00:28:52,030 --&gt; 00:28:55,280\r\nthe customer's emotion. Are they\r\n\r\n859\r\n00:28:55,360 --&gt; 00:28:57,540\r\nanxious or are they angry?\r\n\r\n860\r\n00:28:57,800 --&gt; 00:28:59,090\r\nAnd again, these are tools, they're\r\n\r\n861\r\n00:28:59,500 --&gt; 00:29:02,010\r\ncompanion tools to not only\r\n\r\n862\r\n00:29:02,010 --&gt; 00:29:03,820\r\nhelp the agent work on the\r\n\r\n863\r\n00:29:03,820 --&gt; 00:29:05,840\r\nharder work, but as well\r\n\r\n864\r\n00:29:05,840 --&gt; 00:29:09,500\r\nemotionally connect with the customer. Because\r\n\r\n865\r\n00:29:09,500 --&gt; 00:29:11,070\r\nif you get these interactions,\r\n\r\n866\r\n00:29:11,070 --&gt; 00:29:12,880\r\nthese live agent interactions right\r\n\r\n867\r\n00:29:12,880 --&gt; 00:29:14,680\r\nit actually has a disproportionate\r\n\r\n868\r\n00:29:14,850 --&gt; 00:29:18,140\r\neffect on customer satisfaction and\r\n\r\n869\r\n00:29:18,140 --&gt; 00:29:21,010\r\nthey're all for overall retention\r\n\r\n870\r\n00:29:21,550 --&gt; 00:29:23,480\r\nand loyalty to the brand.\r\n\r\n871\r\n00:29:23,480 --&gt; 00:29:25,410\r\nSo again, these companion tools\r\n\r\n872\r\n00:29:25,410 --&gt; 00:29:26,970\r\nare really important to make\r\n\r\n873\r\n00:29:26,970 --&gt; 00:29:27,970\r\nsure that the agents are\r\n\r\n874\r\n00:29:28,060 --&gt; 00:29:30,070\r\nfully supported and that they're\r\n\r\n875\r\n00:29:30,070 --&gt; 00:29:32,640\r\nable to concentrate on the\r\n\r\n876\r\n00:29:32,640 --&gt; 00:29:34,790\r\nconversation of the customer. So\r\n\r\n877\r\n00:29:38,400 --&gt; 00:29:40,220\r\nthat goes to our next\r\n\r\n878\r\n00:29:40,220 --&gt; 00:29:44,360\r\ntrend where as you infuse\r\n\r\n879\r\n00:29:44,710 --&gt; 00:29:47,610\r\nall of these companion tools, all\r\n\r\n880\r\n00:29:47,610 --&gt; 00:29:49,710\r\nthis automation, all this AI\r\n\r\n881\r\n00:29:49,710 --&gt; 00:29:52,140\r\ninto your contact center, the\r\n\r\n882\r\n00:29:52,140 --&gt; 00:29:54,790\r\nway that you staff your\r\n\r\n883\r\n00:29:54,790 --&gt; 00:29:57,560\r\ncontact center has to change.\r\n\r\n884\r\n00:29:57,970 --&gt; 00:30:00,310\r\nAnd this is really interesting.\r\n\r\n885\r\n00:30:00,350 --&gt; 00:30:02,470\r\nThink about it this way.\r\n\r\n886\r\n00:30:04,040 --&gt; 00:30:06,180\r\nYou now have great self\r\n\r\n887\r\n00:30:06,180 --&gt; 00:30:10,210\r\nservice technology, self service process,\r\n\r\n888\r\n00:30:10,580 --&gt; 00:30:12,970\r\nknowledge management, FAQs on your\r\n\r\n889\r\n00:30:12,970 --&gt; 00:30:16,300\r\nwebsites, chat bots that are\r\n\r\n890\r\n00:30:16,300 --&gt; 00:30:18,920\r\nable to help answer the\r\n\r\n891\r\n00:30:18,920 --&gt; 00:30:23,210\r\nsimple, the reproducible questions that your\r\n\r\n892\r\n00:30:23,350 --&gt; 00:30:25,900\r\ncustomers have. So ultimately what\r\n\r\n893\r\n00:30:25,900 --&gt; 00:30:27,830\r\nhappens to your generalists, what\r\n\r\n894\r\n00:30:27,830 --&gt; 00:30:28,990\r\nhappens to your tier one\r\n\r\n895\r\n00:30:28,990 --&gt; 00:30:31,440\r\nagents? And what many companies\r\n\r\n896\r\n00:30:31,440 --&gt; 00:30:33,640\r\nfind is that these roles\r\n\r\n897\r\n00:30:34,310 --&gt; 00:30:37,620\r\naren't needed as much as\r\n\r\n898\r\n00:30:37,620 --&gt; 00:30:39,100\r\nthey were a couple of\r\n\r\n899\r\n00:30:39,100 --&gt; 00:30:41,320\r\nyears ago. So jobs are\r\n\r\n900\r\n00:30:41,320 --&gt; 00:30:45,940\r\nchanging where companies need fewer\r\n\r\n901\r\n00:30:46,160 --&gt; 00:30:48,220\r\nof the lower tiered agents\r\n\r\n902\r\n00:30:48,440 --&gt; 00:30:49,710\r\nand they may take these\r\n\r\n903\r\n00:30:49,710 --&gt; 00:30:52,790\r\nagents and retrain them or\r\n\r\n904\r\n00:30:52,790 --&gt; 00:30:55,070\r\nrepurpose them into new roles.\r\n\r\n905\r\n00:30:55,300 --&gt; 00:30:57,030\r\nWhat about having a tier\r\n\r\n906\r\n00:30:57,030 --&gt; 00:30:58,720\r\none agent now be the\r\n\r\n907\r\n00:30:58,720 --&gt; 00:31:01,750\r\nbot supervisor who is supervising\r\n\r\n908\r\n00:31:01,750 --&gt; 00:31:04,830\r\nthe bot who's answering all\r\n\r\n909\r\n00:31:04,830 --&gt; 00:31:06,930\r\nthe routine questions that the\r\n\r\n910\r\n00:31:07,500 --&gt; 00:31:09,560\r\nagent used to answer? The\r\n\r\n911\r\n00:31:09,560 --&gt; 00:31:11,640\r\nagent can take over when\r\n\r\n912\r\n00:31:11,640 --&gt; 00:31:13,760\r\nthe automation fails or the\r\n\r\n913\r\n00:31:13,810 --&gt; 00:31:17,700\r\nagent can recommend new automations\r\n\r\n914\r\n00:31:17,800 --&gt; 00:31:20,450\r\ndependent on the customers' incoming\r\n\r\n915\r\n00:31:20,450 --&gt; 00:31:22,870\r\nrequests. But again, this bot\r\n\r\n916\r\n00:31:22,870 --&gt; 00:31:25,670\r\nsupervisor or bot manager is\r\n\r\n917\r\n00:31:25,670 --&gt; 00:31:27,430\r\na new role that is\r\n\r\n918\r\n00:31:27,430 --&gt; 00:31:29,220\r\nopening up in the contact center\r\n\r\n919\r\n00:31:29,220 --&gt; 00:31:31,210\r\nthat's perfect for a tier\r\n\r\n920\r\n00:31:31,210 --&gt; 00:31:33,210\r\none agent and it's a\r\n\r\n921\r\n00:31:33,210 --&gt; 00:31:34,590\r\nrole that didn't exist a couple of\r\n\r\n922\r\n00:31:34,910 --&gt; 00:31:36,970\r\nyears ago. So what we\r\n\r\n923\r\n00:31:36,970 --&gt; 00:31:37,980\r\nalso see is that some\r\n\r\n924\r\n00:31:37,980 --&gt; 00:31:40,390\r\njobs are going to become\r\n\r\n925\r\n00:31:40,640 --&gt; 00:31:42,660\r\na lot more important. For\r\n\r\n926\r\n00:31:42,660 --&gt; 00:31:46,250\r\nexample, think about the roles\r\n\r\n927\r\n00:31:46,310 --&gt; 00:31:49,310\r\nthat script or create the\r\n\r\n928\r\n00:31:49,310 --&gt; 00:31:52,480\r\ncontent that it fills your FAQs or your\r\n\r\n929\r\n00:31:52,480 --&gt; 00:31:54,430\r\nknowledge bases, here on the\r\n\r\n930\r\n00:31:54,430 --&gt; 00:31:55,630\r\nscreen I call them knowledge\r\n\r\n931\r\n00:31:55,630 --&gt; 00:31:58,440\r\nworkers. Or think about the\r\n\r\n932\r\n00:31:58,590 --&gt; 00:32:00,730\r\ntier three, tier four agents.\r\n\r\n933\r\n00:32:02,630 --&gt; 00:32:03,630\r\nThe harder work is now\r\n\r\n934\r\n00:32:03,630 --&gt; 00:32:05,060\r\ngetting to the contact center\r\n\r\n935\r\n00:32:05,060 --&gt; 00:32:07,210\r\nagent. And so your agents\r\n\r\n936\r\n00:32:07,210 --&gt; 00:32:08,670\r\nhave to be retrained, they\r\n\r\n937\r\n00:32:08,670 --&gt; 00:32:09,830\r\nhave to be up scaled\r\n\r\n938\r\n00:32:09,830 --&gt; 00:32:10,870\r\nor perhaps you need a\r\n\r\n939\r\n00:32:10,870 --&gt; 00:32:13,130\r\nwhole new profile of agents\r\n\r\n940\r\n00:32:13,730 --&gt; 00:32:14,900\r\nto work on the really\r\n\r\n941\r\n00:32:14,900 --&gt; 00:32:17,950\r\ncomplex work. We call these\r\n\r\n942\r\n00:32:18,000 --&gt; 00:32:19,780\r\nfolks super agents. Not only\r\n\r\n943\r\n00:32:19,780 --&gt; 00:32:22,760\r\nare they technically competent, they\r\n\r\n944\r\n00:32:22,760 --&gt; 00:32:25,070\r\nhave all the skills to\r\n\r\n945\r\n00:32:25,070 --&gt; 00:32:26,900\r\nbe able to answer the\r\n\r\n946\r\n00:32:26,900 --&gt; 00:32:29,360\r\nharder questions, but they also\r\n\r\n947\r\n00:32:29,360 --&gt; 00:32:33,570\r\nhave great emotional intelligence to\r\n\r\n948\r\n00:32:33,570 --&gt; 00:32:36,100\r\nbe able to relate to\r\n\r\n949\r\n00:32:36,100 --&gt; 00:32:38,800\r\nthe customer in their anxious\r\n\r\n950\r\n00:32:38,800 --&gt; 00:32:41,670\r\nor angry or frustrated state.\r\n\r\n951\r\n00:32:42,100 --&gt; 00:32:42,680\r\nAnd then you're going to\r\n\r\n952\r\n00:32:42,680 --&gt; 00:32:43,680\r\nhave a whole new set\r\n\r\n953\r\n00:32:43,710 --&gt; 00:32:44,960\r\nof jobs that didn't exist\r\n\r\n954\r\n00:32:44,960 --&gt; 00:32:47,140\r\nin the contact center. All\r\n\r\n955\r\n00:32:47,140 --&gt; 00:32:49,800\r\nthe data science roles to\r\n\r\n956\r\n00:32:49,800 --&gt; 00:32:50,770\r\nbe able to create the\r\n\r\n957\r\n00:32:50,780 --&gt; 00:32:52,680\r\nautomations, to be able to\r\n\r\n958\r\n00:32:53,060 --&gt; 00:32:55,650\r\ncreate and manage and optimize\r\n\r\n959\r\n00:32:55,650 --&gt; 00:32:58,560\r\nthe machine learning models. And\r\n\r\n960\r\n00:32:58,560 --&gt; 00:33:01,010\r\nthen conversational designers. These are\r\n\r\n961\r\n00:33:01,010 --&gt; 00:33:05,430\r\nactually business analysts or they\r\n\r\n962\r\n00:33:05,430 --&gt; 00:33:09,050\r\ncould even be former agents\r\n\r\n963\r\n00:33:09,300 --&gt; 00:33:11,230\r\nthat are responsible for scripted\r\n\r\n964\r\n00:33:11,520 --&gt; 00:33:13,720\r\nbot conversations. So when we\r\n\r\n965\r\n00:33:13,720 --&gt; 00:33:16,570\r\nfind is that the more\r\n\r\n966\r\n00:33:16,570 --&gt; 00:33:18,980\r\nyou automate within your contact\r\n\r\n967\r\n00:33:18,980 --&gt; 00:33:20,130\r\ncenter, the more you add\r\n\r\n968\r\n00:33:20,130 --&gt; 00:33:23,670\r\nAI, your jobs will slowly\r\n\r\n969\r\n00:33:23,670 --&gt; 00:33:25,080\r\nchange over time. And let\r\n\r\n970\r\n00:33:25,080 --&gt; 00:33:26,530\r\nme tell you two stories.\r\n\r\n971\r\n00:33:27,360 --&gt; 00:33:28,480\r\nFirst of all, there's the\r\n\r\n972\r\n00:33:29,420 --&gt; 00:33:33,850\r\ntax service that we probably\r\n\r\n973\r\n00:33:33,850 --&gt; 00:33:38,300\r\nall use. They don't hire\r\n\r\n974\r\n00:33:38,300 --&gt; 00:33:39,860\r\nagents anymore. They hire two\r\n\r\n975\r\n00:33:39,860 --&gt; 00:33:42,150\r\ndifferent roles. The first role\r\n\r\n976\r\n00:33:42,150 --&gt; 00:33:44,940\r\nis a software engineer. Somebody\r\n\r\n977\r\n00:33:44,940 --&gt; 00:33:46,610\r\nwho can trouble shoot their\r\n\r\n978\r\n00:33:46,610 --&gt; 00:33:49,410\r\ntax software. The second role\r\n\r\n979\r\n00:33:49,410 --&gt; 00:33:50,810\r\nthat they hire for is\r\n\r\n980\r\n00:33:50,810 --&gt; 00:33:53,040\r\na tax accountant, somebody who\r\n\r\n981\r\n00:33:53,040 --&gt; 00:33:56,240\r\nis able to answer the\r\n\r\n982\r\n00:33:56,240 --&gt; 00:33:59,140\r\nharder tax questions that customers\r\n\r\n983\r\n00:33:59,140 --&gt; 00:34:02,450\r\nhave. So again, they've seen\r\n\r\n984\r\n00:34:03,110 --&gt; 00:34:05,160\r\ntheir jobs change over time.\r\n\r\n985\r\n00:34:05,460 --&gt; 00:34:07,570\r\nPier 1 Imports is really\r\n\r\n986\r\n00:34:07,570 --&gt; 00:34:10,780\r\ninteresting example. So Pier 1\r\n\r\n987\r\n00:34:10,780 --&gt; 00:34:16,480\r\nsells modern furniture over the\r\n\r\n988\r\n00:34:16,480 --&gt; 00:34:20,370\r\nweb. They don't hire agents\r\n\r\n989\r\n00:34:20,370 --&gt; 00:34:23,170\r\nanymore, they hire folks with\r\n\r\n990\r\n00:34:24,230 --&gt; 00:34:26,630\r\ndesign degrees or folks who\r\n\r\n991\r\n00:34:26,630 --&gt; 00:34:27,980\r\nhave a passion for home\r\n\r\n992\r\n00:34:27,980 --&gt; 00:34:29,540\r\ndecorating because the questions that\r\n\r\n993\r\n00:34:29,540 --&gt; 00:34:30,930\r\nthey get aren't about the\r\n\r\n994\r\n00:34:30,930 --&gt; 00:34:32,860\r\ndimensions of table or chair\r\n\r\n995\r\n00:34:32,860 --&gt; 00:34:36,040\r\nfor example. But questions like,\r\n\r\n996\r\n00:34:36,270 --&gt; 00:34:38,060\r\nI have yellow walls and\r\n\r\n997\r\n00:34:38,060 --&gt; 00:34:39,450\r\nI have a green carpet.\r\n\r\n998\r\n00:34:39,480 --&gt; 00:34:41,250\r\nWould the orange couch look\r\n\r\n999\r\n00:34:41,250 --&gt; 00:34:42,640\r\nbetter, would the green couch\r\n\r\n1000\r\n00:34:42,640 --&gt; 00:34:44,030\r\nlook better? So it's more\r\n\r\n1001\r\n00:34:44,030 --&gt; 00:34:47,500\r\nconsultancy and advice and they\r\n\r\n1002\r\n00:34:47,500 --&gt; 00:34:50,470\r\nfind that there's only a\r\n\r\n1003\r\n00:34:50,470 --&gt; 00:34:52,220\r\nselect number of folks that\r\n\r\n1004\r\n00:34:52,220 --&gt; 00:34:54,780\r\nhave a real passion for\r\n\r\n1005\r\n00:34:54,780 --&gt; 00:34:56,720\r\nhome decorating or design and\r\n\r\n1006\r\n00:34:56,720 --&gt; 00:34:58,510\r\nthey go after those roles.\r\n\r\n1007\r\n00:34:58,510 --&gt; 00:34:59,870\r\nWhat they've also found is\r\n\r\n1008\r\n00:34:59,870 --&gt; 00:35:02,000\r\nthat they can't source those\r\n\r\n1009\r\n00:35:02,000 --&gt; 00:35:05,170\r\nroles within a small geographic\r\n\r\n1010\r\n00:35:05,170 --&gt; 00:35:07,070\r\narea to be able to\r\n\r\n1011\r\n00:35:07,070 --&gt; 00:35:08,540\r\nstaff their contact center. And\r\n\r\n1012\r\n00:35:08,540 --&gt; 00:35:10,170\r\nso they actually have had\r\n\r\n1013\r\n00:35:10,170 --&gt; 00:35:12,280\r\nto move to a remote\r\n\r\n1014\r\n00:35:12,760 --&gt; 00:35:14,300\r\nwork at home model for\r\n\r\n1015\r\n00:35:14,300 --&gt; 00:35:17,810\r\ntheir contact center. The other\r\n\r\n1016\r\n00:35:17,810 --&gt; 00:35:19,460\r\nbig change that's going to\r\n\r\n1017\r\n00:35:19,460 --&gt; 00:35:22,110\r\nhappen is as the harder work\r\n\r\n1018\r\n00:35:22,360 --&gt; 00:35:23,760\r\ngets into your contact center,\r\n\r\n1019\r\n00:35:25,710 --&gt; 00:35:27,300\r\nthe way that you measure\r\n\r\n1020\r\n00:35:27,360 --&gt; 00:35:30,010\r\noutcomes has to change. You\r\n\r\n1021\r\n00:35:30,010 --&gt; 00:35:31,850\r\nmay not want to hold\r\n\r\n1022\r\n00:35:31,920 --&gt; 00:35:34,110\r\nyour agents' feet to the\r\n\r\n1023\r\n00:35:34,110 --&gt; 00:35:37,230\r\nfire anymore and monitor their\r\n\r\n1024\r\n00:35:37,230 --&gt; 00:35:39,410\r\nhandle times and their speed\r\n\r\n1025\r\n00:35:39,410 --&gt; 00:35:41,330\r\nof answer and all the\r\n\r\n1026\r\n00:35:41,330 --&gt; 00:35:43,210\r\nother productivity measures that we\r\n\r\n1027\r\n00:35:43,210 --&gt; 00:35:45,350\r\nuse in the contact center. You may\r\n\r\n1028\r\n00:35:45,350 --&gt; 00:35:47,670\r\nwant to be more focused on\r\n\r\n1029\r\n00:35:47,730 --&gt; 00:35:49,890\r\noutcomes. How good was the\r\n\r\n1030\r\n00:35:49,890 --&gt; 00:35:53,970\r\ninteraction, customer satisfaction, quality of\r\n\r\n1031\r\n00:35:53,970 --&gt; 00:35:56,440\r\nservice metrics that then can\r\n\r\n1032\r\n00:35:56,440 --&gt; 00:36:00,100\r\nbe tied to customer retention\r\n\r\n1033\r\n00:36:00,850 --&gt; 00:36:04,150\r\nand customer lifetime value and\r\n\r\n1034\r\n00:36:04,150 --&gt; 00:36:09,040\r\nultimately company revenue. Shopify for\r\n\r\n1035\r\n00:36:09,040 --&gt; 00:36:12,320\r\nexample, in one of their\r\n\r\n1036\r\n00:36:12,320 --&gt; 00:36:14,300\r\ncontact centers they have over 500\r\n\r\n1037\r\n00:36:14,300 --&gt; 00:36:17,530\r\nagents and they have moved\r\n\r\n1038\r\n00:36:17,580 --&gt; 00:36:19,780\r\nto a quality of service\r\n\r\n1039\r\n00:36:19,780 --&gt; 00:36:22,300\r\nmetric. They still measure handle\r\n\r\n1040\r\n00:36:22,300 --&gt; 00:36:25,150\r\ntimes mainly to be able\r\n\r\n1041\r\n00:36:25,150 --&gt; 00:36:28,610\r\nto appropriately staff their contact\r\n\r\n1042\r\n00:36:28,610 --&gt; 00:36:32,070\r\ncenter, but their agents aren't\r\n\r\n1043\r\n00:36:32,430 --&gt; 00:36:37,060\r\nemphasized and penalized on handle\r\n\r\n1044\r\n00:36:37,060 --&gt; 00:36:39,740\r\ntime or of speed of answers. Again,\r\n\r\n1045\r\n00:36:39,780 --&gt; 00:36:42,110\r\nthe only measure of success\r\n\r\n1046\r\n00:36:42,550 --&gt; 00:36:45,070\r\nand measure of agent success is\r\n\r\n1047\r\n00:36:45,070 --&gt; 00:36:48,600\r\nthe quality of service. So\r\n\r\n1048\r\n00:36:48,600 --&gt; 00:36:50,000\r\nagain, as you add AI\r\n\r\n1049\r\n00:36:50,000 --&gt; 00:36:51,040\r\nand automation, you've got to\r\n\r\n1050\r\n00:36:51,040 --&gt; 00:36:54,410\r\nrethink not only the jobs\r\n\r\n1051\r\n00:36:54,920 --&gt; 00:36:57,880\r\nbut measures of success metrics\r\n\r\n1052\r\n00:36:58,170 --&gt; 00:36:59,690\r\nand as well as your\r\n\r\n1053\r\n00:36:59,690 --&gt; 00:37:04,940\r\nworkforce staffing policies. So Joe,\r\n\r\n1054\r\n00:37:05,670 --&gt; 00:37:07,560\r\nwhat do you think? I\r\n\r\n1055\r\n00:37:07,560 --&gt; 00:37:08,900\r\nlove how you brought about\r\n\r\n1056\r\n00:37:08,970 --&gt; 00:37:09,850\r\nall of the changes that\r\n\r\n1057\r\n00:37:09,850 --&gt; 00:37:10,830\r\nare happening. I think this\r\n\r\n1058\r\n00:37:10,830 --&gt; 00:37:12,840\r\nis a really big thing\r\n\r\n1059\r\n00:37:12,840 --&gt; 00:37:14,370\r\nand we talk a lot\r\n\r\n1060\r\n00:37:14,370 --&gt; 00:37:16,100\r\nabout experiences today, right? I\r\n\r\n1061\r\n00:37:16,100 --&gt; 00:37:18,070\r\nthink we look at experience\r\n\r\n1062\r\n00:37:18,070 --&gt; 00:37:19,460\r\nas the platform being our third\r\n\r\n1063\r\n00:37:19,460 --&gt; 00:37:20,460\r\none, and that is about\r\n\r\n1064\r\n00:37:20,460 --&gt; 00:37:22,010\r\nas umbrella as umbrella statements\r\n\r\n1065\r\n00:37:22,010 --&gt; 00:37:22,940\r\ncan get. I want to\r\n\r\n1066\r\n00:37:22,940 --&gt; 00:37:24,990\r\ngive some detail here around\r\n\r\n1067\r\n00:37:24,990 --&gt; 00:37:25,770\r\nwhat we mean when we\r\n\r\n1068\r\n00:37:25,770 --&gt; 00:37:27,390\r\nsay experience of the platform\r\n\r\n1069\r\n00:37:27,390 --&gt; 00:37:29,430\r\nand why that's important. So\r\n\r\n1070\r\n00:37:29,430 --&gt; 00:37:30,910\r\nmany companies are going for\r\n\r\n1071\r\n00:37:31,290 --&gt; 00:37:33,600\r\npersonalized at scale, right? Making\r\n\r\n1072\r\n00:37:33,600 --&gt; 00:37:35,060\r\nsure that every customer gets\r\n\r\n1073\r\n00:37:35,060 --&gt; 00:37:36,440\r\nthe interaction they're looking for.\r\n\r\n1074\r\n00:37:36,800 --&gt; 00:37:37,610\r\nThere's a few that do\r\n\r\n1075\r\n00:37:37,610 --&gt; 00:37:39,190\r\nthis really well. When you look\r\n\r\n1076\r\n00:37:39,190 --&gt; 00:37:40,480\r\nat Netflix, you don't want\r\n\r\n1077\r\n00:37:40,480 --&gt; 00:37:42,550\r\nto browse 20000 movies, that's\r\n\r\n1078\r\n00:37:42,630 --&gt; 00:37:43,750\r\nprobably not why you're paying\r\n\r\n1079\r\n00:37:43,750 --&gt; 00:37:45,310\r\nfor it. What do you want to do is\r\n\r\n1080\r\n00:37:45,310 --&gt; 00:37:46,360\r\nwatch a comedy on a\r\n\r\n1081\r\n00:37:46,480 --&gt; 00:37:47,560\r\nThursday night and you only\r\n\r\n1082\r\n00:37:47,560 --&gt; 00:37:48,110\r\nhave an hour and a\r\n\r\n1083\r\n00:37:48,110 --&gt; 00:37:49,800\r\nhalf. And when you look\r\n\r\n1084\r\n00:37:49,800 --&gt; 00:37:50,930\r\nat other servers there's like\r\n\r\n1085\r\n00:37:50,930 --&gt; 00:37:52,310\r\nLynda which is now LinkedIn\r\n\r\n1086\r\n00:37:52,370 --&gt; 00:37:54,990\r\nLearning. I don't want to just take an\r\n\r\n1087\r\n00:37:54,990 --&gt; 00:37:56,970\r\nAdobe premiere pro 101 course\r\n\r\n1088\r\n00:37:57,080 --&gt; 00:37:57,520\r\nto learn how I'll be\r\n\r\n1089\r\n00:37:58,350 --&gt; 00:38:00,220\r\nusing this software and I want to be\r\n\r\n1090\r\n00:38:00,220 --&gt; 00:38:02,190\r\na film producer. So it's on\r\n\r\n1091\r\n00:38:02,190 --&gt; 00:38:04,220\r\nthese companies to curate the\r\n\r\n1092\r\n00:38:04,710 --&gt; 00:38:06,620\r\njust wild amounts of content\r\n\r\n1093\r\n00:38:06,850 --&gt; 00:38:08,500\r\nthey have and make it\r\n\r\n1094\r\n00:38:08,500 --&gt; 00:38:10,210\r\npersonalized to the person using\r\n\r\n1095\r\n00:38:10,210 --&gt; 00:38:11,880\r\nit. This is the year\r\n\r\n1096\r\n00:38:11,880 --&gt; 00:38:13,270\r\nthat we have that capability\r\n\r\n1097\r\n00:38:13,550 --&gt; 00:38:14,670\r\nand this is the year that I think\r\n\r\n1098\r\n00:38:14,670 --&gt; 00:38:15,810\r\nwe started to see that being\r\n\r\n1099\r\n00:38:15,810 --&gt; 00:38:17,670\r\nnecessary in the contact centers.\r\n\r\n1100\r\n00:38:18,620 --&gt; 00:38:20,050\r\nToday we talked about new\r\n\r\n1101\r\n00:38:20,050 --&gt; 00:38:21,840\r\nchannels opening up these homes\r\n\r\n1102\r\n00:38:21,840 --&gt; 00:38:23,940\r\nor self service agents being\r\n\r\n1103\r\n00:38:25,260 --&gt; 00:38:26,830\r\nnudged in certain ways because of\r\n\r\n1104\r\n00:38:27,060 --&gt; 00:38:28,350\r\nAI and AI getting this\r\n\r\n1105\r\n00:38:28,350 --&gt; 00:38:29,500\r\nnew insight. Well something that\r\n\r\n1106\r\n00:38:29,500 --&gt; 00:38:31,530\r\nwas actually brought up in\r\n\r\n1107\r\n00:38:31,530 --&gt; 00:38:32,750\r\na recent webinar with Ian\r\n\r\n1108\r\n00:38:32,750 --&gt; 00:38:34,630\r\nJacobs towards the notion that\r\n\r\n1109\r\n00:38:34,680 --&gt; 00:38:36,920\r\ndata science doesn't always know\r\n\r\n1110\r\n00:38:36,920 --&gt; 00:38:38,500\r\ncontact center and contact center may\r\n\r\n1111\r\n00:38:38,790 --&gt; 00:38:40,050\r\nnot always know data science.\r\n\r\n1112\r\n00:38:40,560 --&gt; 00:38:42,420\r\nSo having a platform that\r\n\r\n1113\r\n00:38:42,420 --&gt; 00:38:44,090\r\nis unified in that its\r\n\r\n1114\r\n00:38:44,090 --&gt; 00:38:46,140\r\nability to understand why are\r\n\r\n1115\r\n00:38:46,140 --&gt; 00:38:47,590\r\nwe engaging with that customer\r\n\r\n1116\r\n00:38:47,590 --&gt; 00:38:48,830\r\nat this moment of truth\r\n\r\n1117\r\n00:38:48,830 --&gt; 00:38:51,070\r\nhere and are we personalizing\r\n\r\n1118\r\n00:38:51,070 --&gt; 00:38:53,320\r\nthis current interaction, the realtime\r\n\r\n1119\r\n00:38:53,320 --&gt; 00:38:54,550\r\ndata we have about them\r\n\r\n1120\r\n00:38:55,060 --&gt; 00:38:56,680\r\nand historical context that we're\r\n\r\n1121\r\n00:38:56,680 --&gt; 00:38:58,360\r\npulling in from integrations around\r\n\r\n1122\r\n00:38:58,360 --&gt; 00:39:00,820\r\nthem. Lastly, what about that\r\n\r\n1123\r\n00:39:00,820 --&gt; 00:39:02,900\r\ncontext? That context is so\r\n\r\n1124\r\n00:39:02,900 --&gt; 00:39:05,020\r\nimportant so that every conversation\r\n\r\n1125\r\n00:39:05,370 --&gt; 00:39:06,500\r\nfeels like that customer is\r\n\r\n1126\r\n00:39:06,500 --&gt; 00:39:08,420\r\nreaching out to some conversation of\r\n\r\n1127\r\n00:39:08,420 --&gt; 00:39:10,150\r\nthe company, not just another\r\n\r\n1128\r\n00:39:10,150 --&gt; 00:39:11,460\r\nagent that is only talking to them\r\n\r\n1129\r\n00:39:11,460 --&gt; 00:39:13,300\r\nright now, but an ongoing\r\n\r\n1130\r\n00:39:13,300 --&gt; 00:39:14,970\r\nconversation that not only feeds\r\n\r\n1131\r\n00:39:14,970 --&gt; 00:39:17,010\r\ninto what's happening between this\r\n\r\n1132\r\n00:39:17,010 --&gt; 00:39:19,280\r\ncustomer and agent relationship but\r\n\r\n1133\r\n00:39:19,280 --&gt; 00:39:20,910\r\nalso what type of training\r\n\r\n1134\r\n00:39:20,910 --&gt; 00:39:22,520\r\nare we providing. We talked\r\n\r\n1135\r\n00:39:22,520 --&gt; 00:39:23,350\r\na lot about that on\r\n\r\n1136\r\n00:39:23,350 --&gt; 00:39:25,780\r\nthe WEM side around if\r\n\r\n1137\r\n00:39:25,780 --&gt; 00:39:27,400\r\nwe're training our agents, the\r\n\r\n1138\r\n00:39:27,400 --&gt; 00:39:28,410\r\nculture we're building for them\r\n\r\n1139\r\n00:39:28,410 --&gt; 00:39:30,130\r\nshould be personalized to what they\r\n\r\n1140\r\n00:39:30,280 --&gt; 00:39:31,800\r\nneed to excel on their\r\n\r\n1141\r\n00:39:31,800 --&gt; 00:39:32,980\r\nown as well. I think\r\n\r\n1142\r\n00:39:33,120 --&gt; 00:39:34,130\r\nthat's really important here is\r\n\r\n1143\r\n00:39:34,130 --&gt; 00:39:35,980\r\nthat as personalization comes into\r\n\r\n1144\r\n00:39:35,980 --&gt; 00:39:37,370\r\nthe tools provided to everyone\r\n\r\n1145\r\n00:39:37,380 --&gt; 00:39:38,680\r\nin the company, not just\r\n\r\n1146\r\n00:39:38,680 --&gt; 00:39:40,200\r\nthe interactions that we have here. There's lot\r\n\r\n1147\r\n00:39:40,200 --&gt; 00:39:42,800\r\nwe can learn. So I\r\n\r\n1148\r\n00:39:42,800 --&gt; 00:39:44,260\r\nhave babbled, but what I want\r\n\r\n1149\r\n00:39:44,300 --&gt; 00:39:46,750\r\nto talk about is experience of platform being\r\n\r\n1150\r\n00:39:46,750 --&gt; 00:39:48,500\r\nimportant as having a commonality\r\n\r\n1151\r\n00:39:48,500 --&gt; 00:39:49,760\r\nto do this in unison\r\n\r\n1152\r\n00:39:50,060 --&gt; 00:39:51,130\r\nacross all the things we\r\n\r\n1153\r\n00:39:51,130 --&gt; 00:39:52,900\r\ntalked about today. And with\r\n\r\n1154\r\n00:39:52,900 --&gt; 00:39:54,450\r\nthat I want to end\r\n\r\n1155\r\n00:39:54,450 --&gt; 00:39:55,400\r\non our, what it means\r\n\r\n1156\r\n00:39:55,400 --&gt; 00:39:56,540\r\nslides before we open up\r\n\r\n1157\r\n00:39:56,540 --&gt; 00:39:57,130\r\nto that Q&amp; A. So\r\n\r\n1158\r\n00:39:58,250 --&gt; 00:39:58,850\r\nKate to kind of bring\r\n\r\n1159\r\n00:39:58,850 --&gt; 00:40:00,090\r\nit back to you here,\r\n\r\n1160\r\n00:40:00,350 --&gt; 00:40:02,170\r\nis there any of these five points\r\n\r\n1161\r\n00:40:02,170 --&gt; 00:40:03,640\r\nthat you wanted to highlight as\r\n\r\n1162\r\n00:40:03,640 --&gt; 00:40:04,880\r\nwe end today, before the\r\n\r\n1163\r\n00:40:04,880 --&gt; 00:40:08,280\r\nQ&amp; A? I think it\r\n\r\n1164\r\n00:40:08,670 --&gt; 00:40:10,010\r\nall starts with the customer,\r\n\r\n1165\r\n00:40:10,390 --&gt; 00:40:14,500\r\nunderstanding your customer, whether you're\r\n\r\n1166\r\n00:40:14,500 --&gt; 00:40:16,170\r\na consumer brand or you're a B2B\r\n\r\n1167\r\n00:40:17,140 --&gt; 00:40:19,750\r\nbrand, understand the customer and\r\n\r\n1168\r\n00:40:19,750 --&gt; 00:40:22,830\r\nunderstand the value of supporting\r\n\r\n1169\r\n00:40:22,830 --&gt; 00:40:24,470\r\nyour customer in the way\r\n\r\n1170\r\n00:40:24,470 --&gt; 00:40:25,670\r\nthat they want to be\r\n\r\n1171\r\n00:40:25,670 --&gt; 00:40:28,280\r\nsupported because better customer experiences\r\n\r\n1172\r\n00:40:28,510 --&gt; 00:40:30,740\r\nwill ultimately translate into a\r\n\r\n1173\r\n00:40:30,740 --&gt; 00:40:32,890\r\nmore loyal customer base that\r\n\r\n1174\r\n00:40:32,890 --&gt; 00:40:35,630\r\nwill then translate into increased\r\n\r\n1175\r\n00:40:35,630 --&gt; 00:40:38,380\r\ncustomer retention and ultimately revenue.\r\n\r\n1176\r\n00:40:38,840 --&gt; 00:40:40,470\r\nAnd so understanding your customer,\r\n\r\n1177\r\n00:40:40,470 --&gt; 00:40:41,880\r\nyou also have to understand\r\n\r\n1178\r\n00:40:41,880 --&gt; 00:40:42,740\r\nthat they want their time\r\n\r\n1179\r\n00:40:42,740 --&gt; 00:40:44,380\r\nto be valued and that\r\n\r\n1180\r\n00:40:44,380 --&gt; 00:40:45,920\r\nthey want to self serve\r\n\r\n1181\r\n00:40:46,150 --&gt; 00:40:47,030\r\nas a first point of\r\n\r\n1182\r\n00:40:47,030 --&gt; 00:40:48,840\r\ncontact with the company and\r\n\r\n1183\r\n00:40:48,840 --&gt; 00:40:50,390\r\nthat they are moving to\r\n\r\n1184\r\n00:40:50,390 --&gt; 00:40:53,210\r\ndigital interactions. Whether it's voice\r\n\r\n1185\r\n00:40:53,210 --&gt; 00:40:56,140\r\nself service, whether it's asynchronous\r\n\r\n1186\r\n00:40:56,140 --&gt; 00:40:58,580\r\nmessaging or whether it's synchronous\r\n\r\n1187\r\n00:40:58,580 --&gt; 00:41:00,280\r\nchat, but you really have\r\n\r\n1188\r\n00:41:00,280 --&gt; 00:41:03,680\r\nto understand your customers, the\r\n\r\n1189\r\n00:41:03,680 --&gt; 00:41:04,850\r\nway they want to interact\r\n\r\n1190\r\n00:41:04,850 --&gt; 00:41:06,100\r\nwith you and support you're\r\n\r\n1191\r\n00:41:06,100 --&gt; 00:41:08,490\r\ncustomers and the modalities that they\r\n\r\n1192\r\n00:41:08,490 --&gt; 00:41:10,450\r\nwant to use. As you\r\n\r\n1193\r\n00:41:10,450 --&gt; 00:41:11,460\r\ndo that, you're going to\r\n\r\n1194\r\n00:41:11,460 --&gt; 00:41:12,930\r\nfind that your customers want\r\n\r\n1195\r\n00:41:13,260 --&gt; 00:41:14,230\r\nto engage with you more\r\n\r\n1196\r\n00:41:14,230 --&gt; 00:41:15,410\r\nand more. It's a two\r\n\r\n1197\r\n00:41:15,410 --&gt; 00:41:17,220\r\nway relationship but you can't\r\n\r\n1198\r\n00:41:17,220 --&gt; 00:41:19,430\r\nkeep up with the ballooning\r\n\r\n1199\r\n00:41:19,430 --&gt; 00:41:21,520\r\nvolumes of interactions. So you've got to\r\n\r\n1200\r\n00:41:21,520 --&gt; 00:41:23,800\r\nturn to AI and automation\r\n\r\n1201\r\n00:41:23,800 --&gt; 00:41:25,280\r\nto be able to automate\r\n\r\n1202\r\n00:41:25,330 --&gt; 00:41:29,020\r\nas much of the interaction\r\n\r\n1203\r\n00:41:29,080 --&gt; 00:41:30,900\r\nor the engagement as possible\r\n\r\n1204\r\n00:41:31,220 --&gt; 00:41:34,310\r\nand then leave the value\r\n\r\n1205\r\n00:41:34,310 --&gt; 00:41:37,030\r\nadded interactions to humans. So\r\n\r\n1206\r\n00:41:37,030 --&gt; 00:41:38,660\r\nit's AI and automation, like\r\n\r\n1207\r\n00:41:38,660 --&gt; 00:41:41,240\r\nJoe said, working together with\r\n\r\n1208\r\n00:41:42,040 --&gt; 00:41:44,540\r\nyour agents. As you add\r\n\r\n1209\r\n00:41:44,540 --&gt; 00:41:46,470\r\nAI and automation to your\r\n\r\n1210\r\n00:41:46,470 --&gt; 00:41:50,870\r\noperations, realize that the work\r\n\r\n1211\r\n00:41:51,030 --&gt; 00:41:52,960\r\nthat your line agents do,\r\n\r\n1212\r\n00:41:53,000 --&gt; 00:41:54,560\r\nwhether they're digital agents or\r\n\r\n1213\r\n00:41:54,560 --&gt; 00:41:55,770\r\nwhether they're phone agents is\r\n\r\n1214\r\n00:41:56,150 --&gt; 00:41:57,090\r\ngoing to change, it's going\r\n\r\n1215\r\n00:41:57,090 --&gt; 00:41:59,430\r\nto get harder. So your\r\n\r\n1216\r\n00:41:59,430 --&gt; 00:42:00,650\r\ninteractions are going to get\r\n\r\n1217\r\n00:42:00,640 --&gt; 00:42:03,090\r\nlonger, the work is going\r\n\r\n1218\r\n00:42:03,090 --&gt; 00:42:05,160\r\nto get harder. And so\r\n\r\n1219\r\n00:42:05,160 --&gt; 00:42:08,030\r\nyou need to train to\r\n\r\n1220\r\n00:42:08,030 --&gt; 00:42:09,670\r\nup level your agents. You\r\n\r\n1221\r\n00:42:09,670 --&gt; 00:42:11,540\r\nneed to staff them differently,\r\n\r\n1222\r\n00:42:11,540 --&gt; 00:42:13,180\r\nyou need to measure them\r\n\r\n1223\r\n00:42:13,180 --&gt; 00:42:15,750\r\ndifferently. You need to think\r\n\r\n1224\r\n00:42:15,750 --&gt; 00:42:18,240\r\nabout career pathing them. You need\r\n\r\n1225\r\n00:42:18,240 --&gt; 00:42:20,170\r\nto make your agents comfortable\r\n\r\n1226\r\n00:42:20,230 --&gt; 00:42:22,630\r\nwith AI and automation and\r\n\r\n1227\r\n00:42:22,630 --&gt; 00:42:24,270\r\nexplain the value of these\r\n\r\n1228\r\n00:42:24,270 --&gt; 00:42:25,850\r\ntechnologies to agents and then\r\n\r\n1229\r\n00:42:25,850 --&gt; 00:42:30,830\r\ncareer path them into roles\r\n\r\n1230\r\n00:42:30,830 --&gt; 00:42:32,780\r\nwhere they have a greater\r\n\r\n1231\r\n00:42:32,780 --&gt; 00:42:35,840\r\nimpact to the end customer.\r\n\r\n1232\r\n00:42:36,140 --&gt; 00:42:37,210\r\nIf you do that well, you're going to\r\n\r\n1233\r\n00:42:37,480 --&gt; 00:42:39,030\r\nfind out that your agents want to\r\n\r\n1234\r\n00:42:39,030 --&gt; 00:42:42,340\r\nstay with you longer. Your\r\n\r\n1235\r\n00:42:42,340 --&gt; 00:42:44,240\r\ncontact center's actually becoming a\r\n\r\n1236\r\n00:42:44,240 --&gt; 00:42:45,590\r\nmore attractive place to work\r\n\r\n1237\r\n00:42:45,590 --&gt; 00:42:51,060\r\nin. And again, look at\r\n\r\n1238\r\n00:42:51,060 --&gt; 00:42:52,260\r\nthe measures of success. I\r\n\r\n1239\r\n00:42:52,260 --&gt; 00:42:53,700\r\nguess that's my bullet five\r\n\r\n1240\r\n00:42:54,390 --&gt; 00:42:56,490\r\nand think back to being\r\n\r\n1241\r\n00:42:56,490 --&gt; 00:42:58,410\r\ncustomer centric, think about customer\r\n\r\n1242\r\n00:42:58,410 --&gt; 00:43:01,210\r\ncentric measures of success. And Joe what\r\n\r\n1243\r\n00:43:01,210 --&gt; 00:43:01,940\r\nelse? What did I miss?\r\n\r\n1244\r\n00:43:03,000 --&gt; 00:43:04,070\r\nI know everyone has heard\r\n\r\n1245\r\n00:43:04,070 --&gt; 00:43:05,220\r\nenough from me today, but\r\n\r\n1246\r\n00:43:05,220 --&gt; 00:43:05,870\r\nif I think I can\r\n\r\n1247\r\n00:43:05,870 --&gt; 00:43:07,170\r\nend it with one sentiment,\r\n\r\n1248\r\n00:43:07,410 --&gt; 00:43:08,440\r\nit all comes down to\r\n\r\n1249\r\n00:43:08,440 --&gt; 00:43:10,140\r\nwhat you said, it's trust.\r\n\r\n1250\r\n00:43:10,580 --&gt; 00:43:11,390\r\nEven before we get to\r\n\r\n1251\r\n00:43:11,390 --&gt; 00:43:12,320\r\nthe data we'd like to\r\n\r\n1252\r\n00:43:12,320 --&gt; 00:43:14,050\r\nuse to build machine learning\r\n\r\n1253\r\n00:43:14,050 --&gt; 00:43:15,400\r\nmodels to help our agents,\r\n\r\n1254\r\n00:43:15,400 --&gt; 00:43:16,420\r\nit just comes down to\r\n\r\n1255\r\n00:43:16,420 --&gt; 00:43:17,460\r\ndo we have that trust\r\n\r\n1256\r\n00:43:17,460 --&gt; 00:43:19,080\r\nwith the customer? And that's\r\n\r\n1257\r\n00:43:19,080 --&gt; 00:43:20,680\r\nthe seed. I think it's\r\n\r\n1258\r\n00:43:20,680 --&gt; 00:43:22,900\r\nso important that you construct\r\n\r\n1259\r\n00:43:22,900 --&gt; 00:43:25,340\r\nthese interactions and these experiences\r\n\r\n1260\r\n00:43:25,340 --&gt; 00:43:26,290\r\nthat are built around the\r\n\r\n1261\r\n00:43:26,290 --&gt; 00:43:28,090\r\nnotion of is this something\r\n\r\n1262\r\n00:43:28,090 --&gt; 00:43:29,270\r\nthat's good for the customer?\r\n\r\n1263\r\n00:43:29,610 --&gt; 00:43:30,390\r\nAnd then you'll have the\r\n\r\n1264\r\n00:43:30,400 --&gt; 00:43:31,810\r\ndata to make those insights.\r\n\r\n1265\r\n00:43:31,970 --&gt; 00:43:32,580\r\nAnd then if you take\r\n\r\n1266\r\n00:43:32,580 --&gt; 00:43:33,500\r\ncare of that data and use\r\n\r\n1267\r\n00:43:33,500 --&gt; 00:43:35,090\r\nit effectively, you have those\r\n\r\n1268\r\n00:43:35,090 --&gt; 00:43:36,470\r\ninsights to train your agents\r\n\r\n1269\r\n00:43:36,470 --&gt; 00:43:37,300\r\nand help them on those\r\n\r\n1270\r\n00:43:37,300 --&gt; 00:43:39,230\r\ninteractions. But it all starts\r\n\r\n1271\r\n00:43:39,230 --&gt; 00:43:40,510\r\nwith the notion that you\r\n\r\n1272\r\n00:43:40,510 --&gt; 00:43:41,780\r\nhave to have that trust\r\n\r\n1273\r\n00:43:42,050 --&gt; 00:43:44,410\r\nto get that ability. And\r\n\r\n1274\r\n00:43:44,410 --&gt; 00:43:45,960\r\nwith that, I think we\r\n\r\n1275\r\n00:43:45,960 --&gt; 00:43:46,700\r\ncan open it up to a\r\n\r\n1276\r\n00:43:46,700 --&gt; 00:43:48,110\r\nfew questions here today too.\r\n\r\n1277\r\n00:43:48,170 --&gt; 00:43:49,310\r\nThanks so much to everyone\r\n\r\n1278\r\n00:43:49,310 --&gt; 00:43:50,250\r\nand again for sticking with\r\n\r\n1279\r\n00:43:50,250 --&gt; 00:43:55,080\r\nus here. Thanks Joe. So\r\n\r\n1280\r\n00:43:55,160 --&gt; 00:43:56,970\r\nto remind everybody, if you\r\n\r\n1281\r\n00:43:56,970 --&gt; 00:43:57,900\r\nwant to participate in the\r\n\r\n1282\r\n00:43:57,900 --&gt; 00:43:58,760\r\nquick Q&amp; A that we're\r\n\r\n1283\r\n00:43:58,760 --&gt; 00:43:59,910\r\ngoing to have time for,\r\n\r\n1284\r\n00:44:00,900 --&gt; 00:44:01,590\r\ngo ahead and throw those\r\n\r\n1285\r\n00:44:01,590 --&gt; 00:44:03,130\r\nquestions into the Q&amp; A window\r\n\r\n1286\r\n00:44:03,130 --&gt; 00:44:03,980\r\nin the top center of\r\n\r\n1287\r\n00:44:03,980 --&gt; 00:44:05,870\r\nyour screen. And although we\r\n\r\n1288\r\n00:44:05,870 --&gt; 00:44:06,900\r\nare almost at a time,\r\n\r\n1289\r\n00:44:06,910 --&gt; 00:44:08,660\r\nwe'll have enough time for\r\n\r\n1290\r\n00:44:08,660 --&gt; 00:44:09,790\r\nabout one question that we\r\n\r\n1291\r\n00:44:09,790 --&gt; 00:44:11,050\r\nhave so far. But don't\r\n\r\n1292\r\n00:44:11,050 --&gt; 00:44:12,730\r\nfret, throw your questions in\r\n\r\n1293\r\n00:44:12,730 --&gt; 00:44:13,780\r\nthere and we'll follow up\r\n\r\n1294\r\n00:44:13,780 --&gt; 00:44:15,290\r\nwith you via email within\r\n\r\n1295\r\n00:44:15,290 --&gt; 00:44:16,480\r\nthe next few business days.\r\n\r\n1296\r\n00:44:17,580 --&gt; 00:44:18,730\r\nSo we did have one\r\n\r\n1297\r\n00:44:18,730 --&gt; 00:44:21,290\r\nquestion regarding demographics Kate, do\r\n\r\n1298\r\n00:44:21,860 --&gt; 00:44:22,730\r\nor do you have any\r\n\r\n1299\r\n00:44:22,730 --&gt; 00:44:25,270\r\ninformation of these trends that you discussed\r\n\r\n1300\r\n00:44:25,810 --&gt; 00:44:27,970\r\ntoday or are the same\r\n\r\n1301\r\n00:44:27,970 --&gt; 00:44:29,680\r\nacross all age groups? Or\r\n\r\n1302\r\n00:44:29,680 --&gt; 00:44:30,440\r\ncan you go into a\r\n\r\n1303\r\n00:44:30,440 --&gt; 00:44:33,490\r\nlittle bit about the demographics? Yeah,\r\n\r\n1304\r\n00:44:33,490 --&gt; 00:44:34,960\r\nthey're basically the same across\r\n\r\n1305\r\n00:44:34,960 --&gt; 00:44:38,380\r\nall age groups except the...\r\n\r\n1306\r\n00:44:41,570 --&gt; 00:44:44,410\r\nwhat's the demographic of a 75\r\n\r\n1307\r\n00:44:44,410 --&gt; 00:44:46,570\r\nyear old plus? I forget.\r\n\r\n1308\r\n00:44:46,570 --&gt; 00:44:48,120\r\nIt's not the golden generation.\r\n\r\n1309\r\n00:44:48,120 --&gt; 00:44:53,470\r\nIs it the silent generation? So\r\n\r\n1310\r\n00:44:53,500 --&gt; 00:44:57,750\r\nbaby boomers, gen Xs, millennials,\r\n\r\n1311\r\n00:45:02,420 --&gt; 00:45:06,440\r\ngen Zs, all show that\r\n\r\n1312\r\n00:45:06,440 --&gt; 00:45:10,050\r\nthey are... because self service has\r\n\r\n1313\r\n00:45:10,050 --&gt; 00:45:12,010\r\ngone so good, they are\r\n\r\n1314\r\n00:45:12,010 --&gt; 00:45:13,350\r\nself- serving as a first\r\n\r\n1315\r\n00:45:13,350 --&gt; 00:45:14,520\r\npoint of contact. Of course\r\n\r\n1316\r\n00:45:14,520 --&gt; 00:45:17,230\r\nthe younger generations self serve\r\n\r\n1317\r\n00:45:17,230 --&gt; 00:45:19,350\r\nat a rate that's higher\r\n\r\n1318\r\n00:45:19,990 --&gt; 00:45:21,310\r\nand more frequent than the\r\n\r\n1319\r\n00:45:21,310 --&gt; 00:45:24,320\r\nolder generations. But all demographics\r\n\r\n1320\r\n00:45:24,320 --&gt; 00:45:26,110\r\nself serve as a first point of contact\r\n\r\n1321\r\n00:45:26,110 --&gt; 00:45:28,110\r\nand all demographics have turned\r\n\r\n1322\r\n00:45:28,110 --&gt; 00:45:29,610\r\nto digital engagement to be\r\n\r\n1323\r\n00:45:29,610 --&gt; 00:45:32,290\r\nable to reduce friction with\r\n\r\n1324\r\n00:45:32,290 --&gt; 00:45:34,410\r\nthe exception of the, I\r\n\r\n1325\r\n00:45:34,410 --&gt; 00:45:35,410\r\nthink it's the 70 or\r\n\r\n1326\r\n00:45:35,410 --&gt; 00:45:37,830\r\n75 plus age group that\r\n\r\n1327\r\n00:45:37,830 --&gt; 00:45:40,030\r\nis still very phone centric.\r\n\r\n1328\r\n00:45:40,320 --&gt; 00:45:42,650\r\nThere are some geographic differences,\r\n\r\n1329\r\n00:45:42,690 --&gt; 00:45:48,830\r\nthere are some slight demographic\r\n\r\n1330\r\n00:45:48,830 --&gt; 00:45:51,070\r\ndifferences. But the trends that\r\n\r\n1331\r\n00:45:51,070 --&gt; 00:45:52,910\r\nwe have articulated on this\r\n\r\n1332\r\n00:45:52,910 --&gt; 00:45:59,070\r\nwebinar are fairly common, again,\r\n\r\n1333\r\n00:45:59,070 --&gt; 00:46:02,390\r\nacross all demographics. So the\r\n\r\n1334\r\n00:46:02,390 --&gt; 00:46:03,420\r\ndata that I showed was\r\n\r\n1335\r\n00:46:03,420 --&gt; 00:46:04,710\r\nfrom dimension data. If you\r\n\r\n1336\r\n00:46:04,710 --&gt; 00:46:06,280\r\ngo to their site and\r\n\r\n1337\r\n00:46:06,280 --&gt; 00:46:09,100\r\nyou can actually segment it\r\n\r\n1338\r\n00:46:09,160 --&gt; 00:46:10,780\r\nand drill into it by\r\n\r\n1339\r\n00:46:10,780 --&gt; 00:46:13,590\r\ngeography and by demographic and\r\n\r\n1340\r\n00:46:14,890 --&gt; 00:46:17,410\r\nagain, you'll see there are\r\n\r\n1341\r\n00:46:17,410 --&gt; 00:46:19,300\r\nregional differences, there are demographic\r\n\r\n1342\r\n00:46:19,300 --&gt; 00:46:23,200\r\ndifferences, but the overarching statements\r\n\r\n1343\r\n00:46:23,200 --&gt; 00:46:24,710\r\nthat we made are accurate\r\n\r\n1344\r\n00:46:25,470 --&gt; 00:46:26,510\r\nand are reflected in the\r\n\r\n1345\r\n00:46:26,510 --&gt; 00:46:29,680\r\ndata. Joe, anything you want\r\n\r\n1346\r\n00:46:29,680 --&gt; 00:46:31,640\r\nto add? I think that\r\n\r\n1347\r\n00:46:31,640 --&gt; 00:46:32,670\r\nwas a great way to\r\n\r\n1348\r\n00:46:32,670 --&gt; 00:46:34,150\r\nend it. I know there's\r\n\r\n1349\r\n00:46:34,150 --&gt; 00:46:35,480\r\nmore questions in there and\r\n\r\n1350\r\n00:46:35,480 --&gt; 00:46:36,880\r\nwe can absolutely follow up\r\n\r\n1351\r\n00:46:36,880 --&gt; 00:46:38,410\r\non those, but definitely some\r\n\r\n1352\r\n00:46:38,410 --&gt; 00:46:39,950\r\ndeeper dives into the nuances\r\n\r\n1353\r\n00:46:39,950 --&gt; 00:46:41,300\r\nof agent assist or even\r\n\r\n1354\r\n00:46:41,600 --&gt; 00:46:43,210\r\nhow business users can have\r\n\r\n1355\r\n00:46:43,210 --&gt; 00:46:44,300\r\na big effect on bot\r\n\r\n1356\r\n00:46:44,300 --&gt; 00:46:45,650\r\nbuilding and not need a\r\n\r\n1357\r\n00:46:45,650 --&gt; 00:46:47,010\r\ndata scientist and everything. But\r\n\r\n1358\r\n00:46:47,540 --&gt; 00:46:48,340\r\nwe will make sure to\r\n\r\n1359\r\n00:46:48,340 --&gt; 00:46:49,180\r\nfollow up on that as\r\n\r\n1360\r\n00:46:49,180 --&gt; 00:46:53,700\r\nwell. And to that, we\r\n\r\n1361\r\n00:46:53,700 --&gt; 00:46:54,720\r\nwill go ahead and start\r\n\r\n1362\r\n00:46:54,720 --&gt; 00:46:56,650\r\nto close out today. So\r\n\r\n1363\r\n00:46:56,650 --&gt; 00:46:57,390\r\nall of the data that we\r\n\r\n1364\r\n00:46:57,390 --&gt; 00:46:59,100\r\ntalked about, all of these trends\r\n\r\n1365\r\n00:46:59,100 --&gt; 00:47:00,920\r\nthat we discussed within the\r\n\r\n1366\r\n00:47:00,920 --&gt; 00:47:02,580\r\nresource list below the Q&amp; A\r\n\r\n1367\r\n00:47:02,580 --&gt; 00:47:03,370\r\nwindow, we do have the\r\n\r\n1368\r\n00:47:03,370 --&gt; 00:47:04,810\r\nfull report so be sure\r\n\r\n1369\r\n00:47:04,810 --&gt; 00:47:06,130\r\nto click and download that\r\n\r\n1370\r\n00:47:06,350 --&gt; 00:47:07,650\r\ntoday. And also be sure\r\n\r\n1371\r\n00:47:07,650 --&gt; 00:47:09,260\r\nto check out our upcoming\r\n\r\n1372\r\n00:47:09,260 --&gt; 00:47:10,810\r\nwebinars and you can click\r\n\r\n1373\r\n00:47:10,810 --&gt; 00:47:11,770\r\nthe links to that page\r\n\r\n1374\r\n00:47:11,770 --&gt; 00:47:13,760\r\nas well. Also as a\r\n\r\n1375\r\n00:47:13,760 --&gt; 00:47:16,610\r\nfriendly reminder, when you click\r\n\r\n1376\r\n00:47:16,610 --&gt; 00:47:17,480\r\non those, they'll open up\r\n\r\n1377\r\n00:47:17,480 --&gt; 00:47:18,190\r\nin a new tab. Be\r\n\r\n1378\r\n00:47:18,190 --&gt; 00:47:19,090\r\nsure to click them before\r\n\r\n1379\r\n00:47:19,090 --&gt; 00:47:21,230\r\ntoday's session closes out or\r\n\r\n1380\r\n00:47:21,230 --&gt; 00:47:22,130\r\nyou will receive an on\r\n\r\n1381\r\n00:47:22,130 --&gt; 00:47:23,340\r\ndemand recording within the next\r\n\r\n1382\r\n00:47:23,340 --&gt; 00:47:24,820\r\nfew business days. So just\r\n\r\n1383\r\n00:47:24,820 --&gt; 00:47:26,080\r\nbe on the lookout. And\r\n\r\n1384\r\n00:47:26,080 --&gt; 00:47:27,200\r\nwith that, on behalf of\r\n\r\n1385\r\n00:47:27,200 --&gt; 00:47:28,590\r\nJoe, Kate and the entire\r\n\r\n1386\r\n00:47:28,590 --&gt; 00:47:30,060\r\nGenesys team, we thank you\r\n\r\n1387\r\n00:47:30,060 --&gt; 00:47:31,790\r\nagain for joining today's webcast,\r\n\r\n1388\r\n00:47:31,870 --&gt; 00:47:33,780\r\nMega Trends Shaping Customer Service\r\n\r\n1389\r\n00:47:33,780 --&gt; 00:47:35,850\r\nin 2020. Until next time,\r\n\r\n1390\r\n00:47:35,980 --&gt; 00:47:37,010\r\nhave a good one everyone.\r\n\r\n1391\r\n00:47:39,810 --&gt; 00:47:39,830\r\nBye bye.[mktoform form_type=\"hot\" cta_header=\"WATCH THE ON-DEMAND RECORDING\" cta_button=\"Watch Now!\" cms_hold=\"RG\" cid_id=\"7011T000001kpm5QAA\"]\r\nMeet the Speakers\r\n\r\nKate Leggett\r\nVP &amp; Principal Analyst\r\nForrester Research\r\n\r\nJoe Ciuffo\r\nProduct Marketing Director\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Customer,Level up your technology,AI and automation,Analytics and reporting,Digital,Outbound,WEM\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/genesys-winter-innovations-2020?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Customer Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">Genesys Winter Innovations 2020<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nGenesys Webcast\r\n\r\nGenesys Winter Innovations 2020\r\n[webinarschedulesingle][cutoff co_thick=\"2px\"]Genesys Winter Innovations continues our commitment to offer flexible options for all customers \u2014 whether you\u2019re on-premises or in the cloud. Tune in to learn firsthand what\u2019s new with Genesys and how these innovations will propel your business forward this year.\r\n\r\nHear Genesys product leaders discuss what\u2019s new in digital, inbound, outbound, orchestration, artificial intelligence, unified communications, reporting, analytics and more. You\u2019ll also get an update on our innovation vision and strategy \u2014 and how to use these new capabilities to deliver business results right now.\r\n\r\n\u00a0Register now for this on-demand webinar to learn about:\r\n\r\n \tNew capabilities in Genesys Cloud, formerly the PureCloud product\r\n \tWhat\u2019s new with Genesys Multicloud CX, formerly the PureEngage application\r\n \tNew features available as cloud services specifically for Genesys on-premises customers\r\n\r\n[mktoform form_type=\"hot\" cta_header=\"WATCH NOW\" cta_button=\"Watch Now!\" cms_hold=\"RG\" cid_id=\"7011T000001kpfnQAA\"]\r\nMeet the Speakers\r\n\r\nJanelle Dieken\r\nSVP, Solutions and Product Marketing\r\nGenesys\r\n\r\nMike Szilagyi\r\nSVP, Product Management\r\nGenesys\r\n\r\nTod Famous\r\nVP, Product Management\r\nGenesys\r\n<\/div><\/div><\/a><\/div><div  class=\"grid-item item_global col-12 col-xs-6 col-md-4 col-lg-3 grid_type-webinars \" data-tags=\"Demo,Improve customer experience,Analytics and reporting,Outbound,WEM\" data-status=\"publish\"><a class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\" href=\"https:\/\/www.genesys.com\/webinars\/see-genesys-cloud-in-action-what-to-expect-on-day-one?cmslangsource=zh-cn\"><div class=\"card-body\"><p class=\"text-primary text-16 webinar_type\">Demo Webinar<\/p><h3 class=\"mb-0 text-18 font-weight-bold\">See Genesys Cloud in action: What to expect on Day One<\/h3><div class=\"metadata-search\" style=\"display:none !important\">\r\nDemo Webinar:\r\n\r\nSee Genesys Cloud in action: What to expect on Day One\r\n[webinarschedulesingle][cutoff co_thick=\"2px\"]You\u2019ve made the switch to the Genesys Cloud platform. It\u2019s exciting, but maybe you don\u2019t know what to expect. Join us for the January 2020 demo to learn what the first day in Genesys Cloud looks like.\r\n\r\n \tAdministrators - Learn about scheduling, script creation and basic workforce management techniques. See how Genesys Cloud simplifies tasks.\r\n \tAgents \u2013 Explore voice interaction and see how unified communications will make your job easier. Navigate schedules and learn how to request changes, as needed.\r\n \tSupervisors - Learn how to find and leverage real-time analytics to drive better results in your call center. Manage queues and understand your metrics.\r\n\r\nKick off the new year (and decade) right. Optimize your new cloud-based solution from the start.[mktoform form_type=\"hot\" cta_header=\"REGISTER NOW\" cta_button=\"Register Now!\" cms_hold=\"RG\" cid_id=\"7011T000001kpdXQAQ\"]\r\nMeet the Speaker\r\n\r\nRian Logan\r\nSenior Strategic Sales Consultant\r\nGenesys\r\n<\/div><\/div><\/a><\/div><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section full_width=&#8221;stretch_row&#8221; el_cla [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":7,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-92919","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/zh-cn\/wp-json\/wp\/v2\/pages\/92919","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/zh-cn\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.genesys.com\/zh-cn\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/zh-cn\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/zh-cn\/wp-json\/wp\/v2\/comments?post=92919"}],"version-history":[{"count":4,"href":"https:\/\/www.genesys.com\/zh-cn\/wp-json\/wp\/v2\/pages\/92919\/revisions"}],"predecessor-version":[{"id":130301,"href":"https:\/\/www.genesys.com\/zh-cn\/wp-json\/wp\/v2\/pages\/92919\/revisions\/130301"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/zh-cn\/wp-json\/wp\/v2\/media?parent=92919"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}