Analyst Webinar
Webinar zum Contact Center-Leitfaden für Käufer 2021
Webinar für Analysten
Webinar zum Contact Center-Leitfaden für Kunden 2021
[cutoff co_thick="2px"][webinarschedule]Die Technologie entwickelt sich weiter – auch wenn die Welt die Pandemie hinter sich lässt. Mit den dramatischen Veränderungen in der Branche Schritt zu halten und gleichzeitig Prioritäten, Budget und Ressourcen im Gleichgewicht zu halten, ist eine Herausforderung – aber nicht unmöglich.
Seien Sie am 19. Januar mit dabei, wenn wir die für 2021 prognostizierten Top-Trends analysieren und einige praktische Ratschläge geben, wie wir diese Veränderungen in diesem Jahr und darüber hinaus bewältigen können.
Auf der Tagesordnung:
Identifizieren und priorisieren Sie die grundlegenden Funktionen für moderne Contact Center
Erfahren Sie mehr über die treiben Kräfte, die den Wechsel zur Cloud notwendig machen
Erfahren Sie, warum große Analysten jetzt nur noch Contact Center-Lösungen in der Cloud in Betracht ziehen
Stellen Sie eine Anleitung dazu bereit, worauf bei einer Produkt-Roadmap zu achten ist
Ganz gleich, ob Sie aktiv nach einer Contact Center-Lösung in der Cloud suchen oder einfach nur Markttrends im Blick behalten möchten – diese Session wird sich für Sie lohnen.[cutoff co_thick="2px"]1
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Good morning, evening and afternoon, everyone. This is Josh Reed
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from the Digital Events team here at Genesys, and let
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me start by saying welcome and thank you all for
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joining this 2021 Contact Center Buyers Guide Webinar. As I
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usually do, I want to take a few minutes here
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in the beginning to go over a few housekeeping items
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to ensure that you have the best experience viewing today's
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presentation. First off, if you do experience any problems or
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issues viewing or listening to today's presentation, do me a
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favor and refresh your browser and make sure that it
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is indeed up to date. It also might help to
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switch over to something like Chrome or Firefox as well,
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as these are the best browsers to support the webcast
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platform. Also note that if you're having trouble seeing any
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of the content on the slides, you do have the
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ability to enlarge that slide window by dragging any of
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the corners or hitting the full screen button to the
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top right. Also note that this webcast is designed to
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be an interactive experience between you and our presenters today,
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so at any time during the webcast you can submit
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your questions into the Q& A window below the slide, and
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we'll get to as many as we can during our
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live Q& A at the end of the presentation. However,
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sometimes time gets away from us and if that does
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happen and we don't answer your question aloud, we'll just
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follow up with you via email within the next few
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business days. Please note that this is indeed being recorded,
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so if you have to jump to another meeting or
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anything like that and you miss part of the presentation,
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that's okay, you're going to receive a link to the
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on- demand recording via email from ON24 within the next
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few business days. I'll also encourage you to feel free
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to go ahead and click that link in the resource
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box below the slides as well, next to the Q& A window and that'll
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open up in a new tab in your browser, and
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that's going to expand on today's topic on the context
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in our buyer's guide. Lastly, we welcome and appreciate your
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feedback, so you'll have the opportunity to fill out a short
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survey that's going to show up at the end of today's
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presentation. That survey can be found at the last icon
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below, but it's going to allow us to tailor these
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presentations to exactly what you want to hear in the
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future of Genesys webinars. Like I said, short and sweet. Today
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we have two excellent presenters excited to analyze the top
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trends predicted for 2021 and provide some practical advice on
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navigating these changes in the new year and beyond. I'm
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happy to introduce to you Sheila McGee- Smith, the founder
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and principal analyst to McGee Smith Analytics as well as
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Janelle Dieken, the senior vice president of content marketing here
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at Genesys. With that being said, I'm going to hand
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things over to Sheila to kick us off. Sheila, the
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floor is yours. Thank you, Josh, and nice to be
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working with you again, Janelle. Likewise. Happy new year, everyone.
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I may not be your first Genesys webinar, but it's
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my first Genesys webinar for 2021, so what the heck.
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Before we dive into 2021, I thought we'd step back
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just a little to 2020. As we moved into 2020,
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the predictions then were an increased need for digital engagement
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and ways that we could integrate digital engagement with live
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agents because just more and more were looking for those
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digital channels. Virtual bots, virtual agents, whatever we call them,
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intelligent virtual assistants, other types of artificial intelligence and machine
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learning, we're primarily in the investigation and early adopter phase.
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So there's some people trying it for small use cases,
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but it's still very early stages. The move to the
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cloud was increasingly being considered to be inevitable, but for
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a lot of companies it was still allowing for a
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one to three- year planning cycle, there was no immediacy
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around it. If you think about it, just a year ago UCaaS
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as a service and Contact Center as a service were
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generally considered to be separate decisions. Sometimes those were being
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made together, but more often than not those were separate
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decisions. When companies thought about APIs and platform features for
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their contact centers, those were considered possibilities that might become
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relevant in the future and were worthy of investigation, but
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it wasn't a, " Oh my gosh, what does my vendor
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have there?" Kind of a thing yet. As we then
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flash forward to 2021, and not to that but to
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2021, what happened? What happened during 2020 is that the
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things that we were worried about, the things we were
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thinking about, didn't change as much as the immediacy changed.
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It was the timing, the urgency, that changed. So the
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same things are in the word cloud, but suddenly there's
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an increased need for digital engagement methods that are unified
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with voice agent capabilities, because of everyone, every business having
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to move to eCommerce, because of shelter- in- place orders
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sent agents home, kept people home and as we're seeing
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now in 2021, continues to cycle as geographic areas, as
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municipalities and countries come in and out of lockdown states.
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So what was nice to have a year ago is
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the only way we can do business in 2021. The
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rise in remote agents also put our new focus on
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workforce engagement management because now, all the things that we
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used to be able to do with agents in place
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in the office, things like how we hire, how we
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support the agents, how we coach and train them, now
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we have to figure out how to do that remotely.
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A lot of times, some of those tools are embedded
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in workforce engagement management solutions that companies may have had
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in the solutions they have, may have had those options,
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but never really deployed them. A great example, I think,
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is gamification. The adoption rate of gamification coming into 2020
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was relatively low, and suddenly that was the kind of
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application that companies realized, " This is going to help me with
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my agents. This is going to help me with agent
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engagement, it can also help with coaching, there's a lot
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of different elements." So again, something that was important, it became
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more important. Virtual agents, bots, AI, were often fast tracked
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to handle what became unheard of interaction demand. I mean,
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I'm always drawn to the case that Janelle is going
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to talk about, one of these case studies later on in the
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hour, of millions of people going on unemployment and hitting
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unemployment contact centers that were simply unprepared and unable to
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handle the sheer volume. And just the quickness with which
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companies and governments installed chat bots and voice bots to
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be able to answer those interactions, which is something that
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happened much more quickly than anybody would've thought a year
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earlier. Then, with respect to platform and APIs, I think
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the ability to quickly redesign and customize customer experience became,
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again, more of a necessity because what platform and API
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allows you to do, is to drive down into the
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business operation, the ability to make the kind of changes
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that might be required by rapidly changing conditions. And with
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what's going on, conditions are changing all the time. Great
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example, my in- laws live in South Carolina, they opened
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up the ability to sign up for vaccines last week,
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they're both well into their 90s and they both signed
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up, all good. Lot of remote help by their daughter-
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in- law, but they signed up. And then, this morning
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get a call to say, " We no longer have a
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supply of vaccines so we're going to have to reschedule." So
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things that even were taking one interaction, the email interaction
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setup, now there's phone calls that have to happen because
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supplies aren't in, so just the requirement to be able
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to change things quickly and driving that down to the
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contact center and not requiring IT, again, much more of
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a need today than we saw even a year ago.
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So we're going to go to our first poll, Janelle, and we're
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going to ask all of you, this is the first
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of three polls that we're going to do. We're going
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to ask, " What is your strategy for using cloud technology
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to support customer experience?" Are using Contact Center as a
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Service? Do you have a private cloud? Are you today
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combining clouds application with on- premises or hosted solutions? Are
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you on- premises, and there's certainly a lot of companies
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whose contact centers remain on- premises, or are you in
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an evaluation stage? We're hoping we caught all the choices
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there, we will work on the choices because that was part of this. So
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I'm going to ask you, Janelle, what do you think
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is going to come in as number one? Well, I think
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it depends on who our audience is today. I think
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if it's a lot of small, mid- size companies, we'll
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see a vast majority on the first. But larger enterprise,
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here at Genesys, we're seeing a bit of mixed bag
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with multi cloud options that provide that flexibility of cloud
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with that range of control that companies are still comfortable
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with. I think there could be more options if you break out
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what's customer operated, we see some going system- integrated operated
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but customer owned and managed, so it'll be interesting. I
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think we'll see a mixed bag but I'm placing my
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bets majority on A, what do you think, Sheila? Its
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interesting when I think about some of my analyst colleagues
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and the reports that are written about the contact center
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market. One of the leading analyst firms has decided that
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Contact Center as a Service is the only thing we need
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to look at, that's all there is. I think what
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we're going to find here, is that the whole world
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doesn't think the same way as they do, that there
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are people who are on lots of different types of
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systems. Where that might be an end goal, Contact Center as
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a Service, that end goal could be 10 years away
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for a lot of businesses. Let's see what our audience
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has to say, drum roll. Look at that! You win
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there, 45% are on Contact Center as a Service- Yeah, the
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majority, it's interesting to see hybrid. We see that, too,
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as a stepping stone along the way, to grab that
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innovation while still leveraging existing investments, so that's interesting to
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see and quite a few on the phone still evaluating
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so hopefully they can capture some of the lessons from
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the case studies ahead, too. Yeah. I guess I'm even
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a little surprised that they're still evaluating, that it's that high,
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it's actually our number two response. But like you, not
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surprised with hybrid, on- premise is so low. Yeah. So
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even though we know that about 75% of agents, as
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we enter 2021, are still served by a premises- based
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contact center, just by the numbers, most of those companies
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are looking at options. They're either evaluating or they've done
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some hybrid, and hybrid can really broad, right? It could mean
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I have Contact Center as a Service for contact center,
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but I'm still doing premises for workforce management, so hybrid
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is going to be a very common choice, as we see. So good
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data, that's why we like to ask the audience, excellent.
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Thank you, audience. So, moving on. So, one of the things that we talked about
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that was present in 2020, which was the need for
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digital engagement, and persists even more strongly in 2021 is
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this notion of digital and digital- first and digital- everything,
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but I'm going to start with the retail apocalypse. We
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saw so many retailers go out of business in 2020,
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but in reality the demise of retail started 10 years
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ago. You can almost tie it a little bit to
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the birth of eCommerce in that period. So the store
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closings started back in 2010 in Toys R Us and
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companies like that. Part of it was a shift in
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consumer habits; experience spending versus buying things, and you're nodding,
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Janelle, and I know it impacted the way I lived
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my life in that decade, right? My husband and I
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were much more likely to go and take a great
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trip than we were to buy another television. Let's go
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see Costa Rica while it's still there and we're young
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enough to still do it, that kind of thing. Casual
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fashion due to relaxed dress codes. I came into the
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business world in the 80s when it was suits and ties
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for men and women and pumps every day. That changed,
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so we didn't have that need to have multiple wardrobes
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that we had in the past. And there was, as
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I said, that rise of eCommerce, but goodness gracious, it
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was certainly amplified during 2020. These are 29 retailers who
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filed for bankruptcy in 2020. Some of these may survive,
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I fear many of them will not, that we'll never
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see them come back again. So you see something like
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this and you look at that list and say, " Lord&
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Taylor, that's a place I used to go. Neiman Marcus,
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they had my size shoes." I used to get them,
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so what do I do? Well, I go online but
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I need better digital support. I need better digital contact
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center support than I needed before when I could just
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go back to a store and return something. Looking at
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the retail apocalypse and saying it didn't just start in
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2020, you can think about, or I thought about it
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as, was it a little bit self- created? Think about
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when you did go to a mall or a department
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store in the last 10 years. There was a sense
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that those retailers were more retail centric, more about themselves,
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that we had to conform to their behavior. Best example
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for me is trying to find a cashier, sometimes it
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was the most frustrating thing to do, " I have this
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thing, I want to buy it, I want to give
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you money, where is that person I can give money
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to?" And you couldn't find them. The customer came second,
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the way they ran their operation came first and what
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we all learned as consumers is eCommerce is very consumer
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centric. Online, we're in control so that shift was happening
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not just because of COVID, but because retailers weren't taking
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care of their customers the same way. So it's a
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digital transformation shift as well. But I think, just as
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we find in the contact center, that the combination of
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digital engagement and live agents is the best combination. Hopefully
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we'll come to a nice balance, once COVID is over,
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of having stores to go do things with and having
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eCommerce for the times when that's the most expedient way
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to do things, and tie things together like we try
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and do in the contact center. It's not just retail,
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obviously, that has moved toward a more digital transformation and
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moved more quickly because of COVID. This is the mayor
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of Los Angeles speaking on television in August of 2020,
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and his comments are, in order to survive, governments, too,
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have to become more digital, that city services should be
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just as smooth and easy, and as efficient as everything
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you can do online. Now, COVID forced that because government
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offices had to close, but it's a little bit like
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that retail story where perhaps government was behind the curve
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in terms of where they should've been with digital transformation,
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but COVID certainly brought it to the fore in 2020.
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And then telehealth, just another example of a business that,
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the technology was there, the capabilities were there and yet,
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as a consumer I felt like the availability wasn't there.
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My general practitioner did not make it easy for me
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to do a telehealth visit a year ago, today I
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can and it's good for both of us. COVID- 19
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just catapulted telehealth forward by decades, in a few months.
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Teladoc, which is a global leader in virtual care, predicted
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that 2020 revenue would be twice that of 2019, driven
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by the demand for these virtual care solutions and there
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are already signs that future telehealth will persist, that even
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after this crisis is over, Teladoc is expecting 30 to
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40% growth for the next four years. Doesn't surprise me
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because once you've done it, boy, is it easier than
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getting in your car and driving 20 minutes, if you're
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lucky enough to be 20 minutes away and it didn't snow 20 inches overnight.
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I'm going to turn it over to you, Janelle, to
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talk about a great Genesys customer in the telehealth area.
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Certainly, but maybe even before I do that, when you
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were talking about the retail apocalypse, it actually reminded me
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of one of our marquee retail customers, TechStyle Fashion Group.
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If you're not familiar with TechStyle, the most common brand
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I know of is Fabletics but they offer about five
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brands that are celebrity marketed, active wear and footwear through
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the rise of subscription services that's going on with retail,
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too. So you can imagine their exceptional growth last year,
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all fueled by being ahead of the game on that
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omnichannel and real eCommerce and really going that method from
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the get- go with their business model. But onto telehealth,
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there's no question that the healthcare industry is changing out
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there. We meet with healthcare companies around the globe and
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we're seeing that digital transformation with that cloud agility is
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absolutely a business imperative. That couldn't have been more true
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for Company Nurse, both before and after the pandemic hit.
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If you're not familiar with Company Nurse, they offer nurse
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triaging for accidents in the workplace and if we back
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up prior to them moving forward with Genesys Cloud, they
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were on legacy on- premises solution, voice only. They were
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having problems because it couldn't scale the way they wanted,
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wouldn't provide the results that they need, expensive to maintain.
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They couldn't integrate it with any sort of digital channels
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and it was really preventing them, too, from staying up
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to speed with that realtime visibility that they needed in
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the moment. If you were to go back in time
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and take a peek at the essential capabilities that they
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were looking for in their buyer guide, think of easy
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digital platform to support multichannel, integrated workforce engagement across those
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channels, as well as integration from that platform perspective, like
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Sheila, you talked about earlier, with their existing systems as
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well as the ability to adapt to new applications easily,
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and they got that with cloud. As you can see
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from the CTO quote over there to the right, their
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contact center, they really saw as mission critical to their
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business, 70% of it being revenue generating, so they needed
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a solution that they could also switch to in a
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matter of weeks or less, which they did. So that
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agility to be able to migrate simply with expertise was
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also really important to them as an essential capability. You
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can see the results listed there, tremendous results that equated
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to lower total cost of ownership, improved employee productivity, but
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that's actually not my favorite part of this story. My
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favorite part of this story, if you were to Google
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after this, take a moment, Company Nurse, it's our Genesys
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podcast. We had a guest, the CTO, Henry, who talks
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about their pivotal decision back in February, March last year,
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early days of COVID-19, where they had to shift their
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entire business model. You can imagine nurse triaging in the
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workplace, companies shifting to work from home, nurse triage isn't
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needed as much, right? So they went to their customers
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and they asked what they needed instead, and within a
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month from idea, they had an MVP ready that they
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were the first out there to offer a COVID digital
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screening app, and in that month they integrated it to
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their digital, their voice, their SMS, their callback channels with
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Genesys Cloud, to not only grow their business to record-
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breaking results during this time, but perhaps more importantly, meeting
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their customers' needs without having to do mass layoffs in
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their employee base that others were facing in the health
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space. So tremendous story both pre- pandemic as well as
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post- pandemic that I think really speaks to the power
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of digital transformation with cloud agility there. Hey, Sheila. I
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think you're muted. I always do that to be polite
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to the speaker before me, and then I'm not polite
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when I start talking and nobody can hear me, but
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life goes on so thank you, Josh, for letting me
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know. So when you have digital engagement and you're introducing
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it into your contact center, part of that story is
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also building on the channel agents, because omnichannel agents are who
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you need to do all of this fantastic work of
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integrating all of these channels and doing all of this.
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But omnichannel agents are not born, they are made and
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they're made by having workforce engagement management solutions that can
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handle all of the channels. So it's interesting, over the
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last couple of years when I was still doing speaking
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engagements where people were in front of me, one of
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the questions I would ask is, " How many of you
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are using a workforce monitoring system that just handles voice?"
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And it would be amazing what a high proportion of
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the audience members would say that their quality monitoring was
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just for voice. So we can't build omnichannel agents if
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we don't have tools that address all of the channels.
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So as you move toward digital engagement, you have to
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sort of bring in that workforce engagement part of it.
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The other, to me, one of the elements of building
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an omnichannel agent is sort of a mindset twist, which
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is typically in the context in how we think about handling this interaction,
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this transaction, single transaction resolution, that's the goal. But in
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reality with digital engagement, often that customer's coming to you
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with other content, with other interactions that they already had.
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They'd looked on the website, they may have tried to
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chat with you, they may have sent an email, and
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so it's no longer the agent's responsibility to just handle
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this interaction, but to look at the entire journey that
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the customer has been on. So from a building your
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contact center plan, what do you need, you not just
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have to make those digital channels available. You have to
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coach and train and monitor the agents on all of
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those channels, and then to the extent that you can,
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you need to make sure that the agent has the
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context, the information from those other steps that the customer
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has taken. So as we move to the next slide,
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we're going to have Janelle tell us about Ethiopian Airlines
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and some of the things that they have done. Yeah,
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so Company Nurse, they had integrated workforce engagement management as
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well, but here's another example in a different industry across
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the pond that also saw a big change last year
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with the airline industry. Ethiopia Airlines, unrivaled in Africa for
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their efficiency and operational success, like every airline I can
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think of anyway, last year they were just trying to
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survive and look for ways to lower costs and improve
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margins, focusing on the customer, I think, too, an important
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point in your buying consideration, looking at not just the
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service part of your customer journey, but looking for engagement
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tools that span marketing sales and service. Let's look at
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the before and after of Ethiopia Airlines. Prior to moving
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to Genesys Cloud- based environment, they were facing incompatible systems,
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their calls were actually routed to employees that weren't taking
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into account even just basic things like language skills or
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any skills for that matter. Their teams worked in silos,
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handling emails, handling chats, handling phone calls, all separately, they
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didn't have a CRM system, they didn't have workforce engagement,
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data was buried elsewhere and everywhere, and needless to say,
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they lacked that full overview of the customer journey and
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that real- time insight. So looking into the essential capabilities
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they captured, they deployed within two months, had 500 agents
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now working more productively in a blended fashion, handling emails,
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chats and phone calls, effortlessly switching between them, all from
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that single omnichannel desktop, which is really important in order
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for the employees to be able to do that. And
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they really unlocked further customer experience gains by introducing that
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workforce engagement piece to further improve the customer experience. So,
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some results, their service levels went from 70% to 95%.
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They had higher first- call resolution, their abandonment rate went
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from 20% just down to 3%. Calls answered went from
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20 seconds, which airline, that's still pretty good, down to
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eight seconds, I can't remember when the last time I
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called an airline and they answered in eight seconds, and
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they had that agility they needed to change IBR menus
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on the dime without having to pay for external support.
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In addition, they expanded the use of their cloud technology
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to their sales environment, too, being able to monitor customers'
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behavior on their website, understand that and get predictive with
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the use of AI to intercept in the moment because
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they had the right staff in place to really help
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that customer through their buyer journey and saw web conversion
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rates just increase dramatically, and you can see the results
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there. So I love this story because it is really
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a proved point in helping a company that was in
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a struggling industry last year, and looking ahead, really make
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change and support the customer journey across marketing, sales and
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service. Excellent, so we are moving to our next poll.
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The question is, " Is there value in integrating your unified
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communication solution incorporation with the contact center?" We have just
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three choices; yes, we think there's value in integrating them,
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but we prefer one solution for both contact center and
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00:29:59,720 --> 00:30:04,970
unified communications and collaboration. Yes, we think there's value and
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our preferred solution is Microsoft Teams, and this is one of those ones where
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we wait for all of the responses before you select
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one because you might be number one but number two
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is more specific to you. And then third, yes, our
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preferred solution is a different UCC provider. Okay, so I
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realize we do not have a choice here for no.
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We may have missed that, but we'll see what people
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think. I think it'll be interesting to see what we
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get here. Clearly, Microsoft Teams had a huge uptick in
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usage in 2020, so I'm not going to be surprised
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to see that we have a lot of Microsoft Teams users,
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what do you think, Janelle? I think the same, it's
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becoming one of those essential capabilities you mentioned at the
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beginning. It used to be a very separate decision and
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while it may not be from a single provider, we're
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seeing it recurring on the list of requirements for cloud
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based solutions to be able to extend beyond the contact
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center and have an integrated solution regardless, so we're keen
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to see if our audience agrees. Okay, so drum roll.
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I'm going to... I was hitting submit instead of next.
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Okay, what can we discern from this? Over 50% are
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using Teams, wow. That's even higher than I would've predicted.
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Or their preferred solution is Teams, doesn't tell me that
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they're really using it but I'm actually surprised it's as
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close between the first and second option as it is.
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I thought it would be a bigger differential because we're
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definitely seeing more for Teams across the board. Yeah, and
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00:32:00,990 --> 00:32:03,990
not too much for other providers. Yeah, back to Teams,
468
00:32:03,990 --> 00:32:06,620
I happened to be on their site today and there
469
00:32:06,630 --> 00:32:10,270
are 15 different contact centers who are working to get
470
00:32:10,270 --> 00:32:13,620
certified in Microsoft Teams, so it's a much bigger effort
471
00:32:13,620 --> 00:32:16,360
than it has been for many years. So I think
472
00:32:16,700 --> 00:32:18,700
to the point that we've both made at this point,
473
00:32:18,700 --> 00:32:24,430
Janelle, the importance of bringing together the unified communications and
474
00:32:24,400 --> 00:32:28,140
the contact center has just been elevated. Part of that
475
00:32:28,140 --> 00:32:32,300
is not being in a single physical location and not
476
00:32:32,300 --> 00:32:37,040
being able to bring your supervisor over with something as
477
00:32:37,040 --> 00:32:42,900
easy raising your hand. A study that I had read
478
00:32:42,900 --> 00:32:47,340
over the summer, that 93% of companies now say that
479
00:32:47,380 --> 00:32:52,040
UC and team messaging integration with the contact center is
480
00:32:52,040 --> 00:32:57,270
a very important factor in customer experience success, and yet,
481
00:32:57,500 --> 00:33:00,930
as you and I know, there's not enough evidence today
482
00:33:01,130 --> 00:33:04,430
that, that's happening in contact centers. I think if we've
483
00:33:04,430 --> 00:33:07,730
got that many listeners who are thinking Microsoft Teams is
484
00:33:07,730 --> 00:33:11,160
the answer, and companies like Genesys are now stepping up
485
00:33:11,220 --> 00:33:14,140
and working much more closely with Microsoft, hopefully a year
486
00:33:14,140 --> 00:33:17,040
from now we'll see a lot more of that UC in
487
00:33:17,040 --> 00:33:20,700
contact center integration. You're going to tell us about one
488
00:33:20,700 --> 00:33:24,410
customer who's doing that. Absolutely, as I mentioned, we see
489
00:33:24,410 --> 00:33:27,850
it on many people's list and here's an example of
490
00:33:28,630 --> 00:33:33,330
a company that I admire so much, who has taken
491
00:33:33,330 --> 00:33:36,120
that step forward and has it implemented. Let me tell
492
00:33:36,120 --> 00:33:40,390
you a little bit about Integral Care. I think of
493
00:33:40,390 --> 00:33:44,560
their contact center not as a call center, I don't
494
00:33:44,730 --> 00:33:46,930
think of it as a profit center, I think of
495
00:33:46,930 --> 00:33:50,580
it as a life center. They have about 900 people
496
00:33:50,580 --> 00:33:56,170
on staff across 45 locations, where they provide a 24
497
00:33:56,170 --> 00:34:00,850
hour crisis helpline that's often that first point of contact
498
00:34:00,850 --> 00:34:05,100
for people needing that immediate emotional support, especially during these
499
00:34:05,100 --> 00:34:09,100
crazy times. They also receive traffic from calls to national
500
00:34:09,100 --> 00:34:14,620
suicide prevention lines. So as you can imagine, streamlined communication,
501
00:34:14,850 --> 00:34:19,790
it is essential and lifesaving, and downtime is more than
502
00:34:19,790 --> 00:34:24,210
critical, it can be even tragic. So where were they?
503
00:34:24,600 --> 00:34:29,070
Prior to Genesys, they were having huge technology issues that
504
00:34:29,070 --> 00:34:34,890
were degrading their service levels for this helpline. Their CIO,
505
00:34:34,890 --> 00:34:37,610
if he was on, he would describe their on- premises
506
00:34:37,610 --> 00:34:43,700
contact center system as unreliable, hard to scale, expensive to
507
00:34:43,700 --> 00:34:48,210
maintain and add features, and on average, they suffered two
508
00:34:48,210 --> 00:34:52,140
to three outages a month. And you can see on
509
00:34:52,140 --> 00:34:56,300
the slide, those each lasted anywhere from 15 minutes to
510
00:34:56,300 --> 00:34:59,900
five hours, where during that time, they couldn't even take
511
00:34:59,960 --> 00:35:03,870
a critical call, which was totally unacceptable. So they went
512
00:35:03,870 --> 00:35:07,290
with a cloud based platform, voice and digital channels, seeing
513
00:35:07,300 --> 00:35:11,850
a theme here, and they integrated Genesys Cloud with their
514
00:35:11,850 --> 00:35:16,320
Netsmart Electronic Health system. They really appreciated the platform capabilities
515
00:35:16,320 --> 00:35:18,830
that Genesys Cloud brought to the table as well, so
516
00:35:18,830 --> 00:35:22,360
that they could leverage that existing system that was working
517
00:35:22,360 --> 00:35:26,020
really well for them. So they also were looking, as
518
00:35:26,020 --> 00:35:29,460
an essential capability, for that cloud platform to be able
519
00:35:29,460 --> 00:35:34,410
to intercept and route calls for neighboring area codes automatically
520
00:35:34,410 --> 00:35:37,810
so that they could make best use of local knowledge
521
00:35:37,810 --> 00:35:43,760
and resources. Sheila, you mentioned that COVID- 19 catapulted telehealth
522
00:35:43,760 --> 00:35:47,560
forward by decades in a few months. After they did
523
00:35:47,560 --> 00:35:52,000
that, they then integrated with Microsoft Teams so that they
524
00:35:52,000 --> 00:35:55,180
could make it even easier for case managers that weren't
525
00:35:55,180 --> 00:36:00,860
regular contact center agents to also be able to conduct
526
00:36:01,040 --> 00:36:05,770
telehealth video calls with clients and collaborate effectively with other
527
00:36:05,770 --> 00:36:09,220
agents. So we don't see a ton of people doing
528
00:36:09,220 --> 00:36:12,380
this yet, but we are hearing Microsoft Teams integration on
529
00:36:12,380 --> 00:36:15,520
a regular basis, on many buyers' minds. I think Integral
530
00:36:15,520 --> 00:36:18,940
Care is a great organization and a great example that
531
00:36:18,950 --> 00:36:22,930
has forged ahead to integrate their UC and their contact
532
00:36:22,930 --> 00:36:29,820
center technologies really for the best of reasons. Excellent. Oops.
533
00:36:31,210 --> 00:36:34,540
Trying to move on... here we go. And I can
534
00:36:34,540 --> 00:36:40,620
be heard this time? Yes, okay. Yes. I did it. So
535
00:36:40,620 --> 00:36:44,920
we talked about artificial intelligence and what's interesting is digital
536
00:36:44,920 --> 00:36:48,350
engagement keeps coming up, and really the two of them
537
00:36:48,350 --> 00:36:54,440
are very tightly integrated, because artificial intelligence is really what
538
00:36:54,440 --> 00:36:58,540
helps optimize for digital- first. If you look at all
539
00:36:58,540 --> 00:37:04,310
of these technologies that are here; automatic speech recognition, natural
540
00:37:04,310 --> 00:37:09,370
language processing, these are all backed up with artificial intelligence
541
00:37:09,420 --> 00:37:15,780
and machine learning. But things like transcription and translation and
542
00:37:15,780 --> 00:37:21,020
automatic topic categorization, these are the exciting things that are
543
00:37:21,020 --> 00:37:26,040
relatively new to artificial intelligence, but really help bring digital
544
00:37:26,620 --> 00:37:33,600
to a much higher level. Transcription means that, that interaction
545
00:37:33,600 --> 00:37:38,600
that a customer had with a natural language bot can
546
00:37:38,600 --> 00:37:41,440
be transcribed and sent to the agent, and the highlights
547
00:37:41,440 --> 00:37:44,800
of that highlighted so the agent doesn't have to read
548
00:37:44,800 --> 00:37:47,190
every single thing that was said to the bot, but
549
00:37:47,190 --> 00:37:51,940
can just understand really quickly what the intent of this
550
00:37:51,940 --> 00:37:57,700
particular call is. Or if a customer picks up the
551
00:37:57,700 --> 00:38:02,180
phone and speaks to an intelligent virtual agent, and just
552
00:38:02,180 --> 00:38:07,660
speaks very freely, the system can automatically categorize what that
553
00:38:07,660 --> 00:38:10,580
topic is that the customer wants to talk to and
554
00:38:10,580 --> 00:38:15,040
send that to the appropriate resource. So what's exciting is
555
00:38:15,040 --> 00:38:18,110
digital- first coming at the same time as artificial intelligence,
556
00:38:18,280 --> 00:38:21,710
because one aids the other, one makes the other better
557
00:38:22,100 --> 00:38:26,510
and again, Janelle's got a great case study back to
558
00:38:26,510 --> 00:38:29,200
the unemployment case that I was talking about earlier. Go
559
00:38:29,200 --> 00:38:35,480
ahead. Yeah, I read recently that in a CMSWire article,
560
00:38:35,500 --> 00:38:41,640
72% of interactions will involve chat bots by 2022. We'll
561
00:38:41,640 --> 00:38:43,860
see, but even if it doesn't hit that high, I
562
00:38:43,860 --> 00:38:47,600
think, Sheila, your point is well taken, that digital and
563
00:38:47,600 --> 00:38:51,900
AI go hand- in- hand and that it's definitely on
564
00:38:51,900 --> 00:38:56,840
the rise. And even to your point earlier that Mayor
565
00:38:57,120 --> 00:39:00,970
Garcetti signed that executive order to make all city services
566
00:39:01,180 --> 00:39:04,500
contactless and digital, so at Genesys we saw an increase
567
00:39:04,500 --> 00:39:08,240
in the adoption of cloud AI and automation in government
568
00:39:08,550 --> 00:39:10,930
last year as well, and we expect to continue to
569
00:39:11,370 --> 00:39:15,640
see that in 2021. So this is an example of
570
00:39:15,640 --> 00:39:19,410
that, I'll leave it semi anonymous to which state it
571
00:39:19,410 --> 00:39:24,990
was exactly, but while some businesses like Company Nurse thrived
572
00:39:25,210 --> 00:39:29,170
last year, Sheila pointed out many that didn't survive. And
573
00:39:29,170 --> 00:39:34,500
due to COVID- 19, this particular state's unemployment agency saw
574
00:39:34,550 --> 00:39:39,100
a gigantic spike in unemployment just in one month around
575
00:39:39,150 --> 00:39:43,990
the February, March timeframe. To put that in perspective, they
576
00:39:43,990 --> 00:39:49,840
received 20 months of unemployment claims in just a single
577
00:39:49,840 --> 00:39:55,350
month when the pandemic hit, and their existing 25 year
578
00:39:55,350 --> 00:40:01,860
old IVR technology didn't scale and they were abandoning, at
579
00:40:01,860 --> 00:40:05,760
one point, 2,000, 000 calls per day. And I think
580
00:40:05,760 --> 00:40:09,360
of being that person that was trying to call in
581
00:40:10,170 --> 00:40:12,750
and being one of those 2, 000,000, how frustrating that
582
00:40:12,750 --> 00:40:16,220
would be. So they threw people at the problem and
583
00:40:16,220 --> 00:40:20,550
even with 1, 000 agents in their call center, they
584
00:40:20,550 --> 00:40:24,420
still had to bring in help from state legislator, putting
585
00:40:24,740 --> 00:40:27,460
more employees on the phone and while their citizens were
586
00:40:27,460 --> 00:40:30,160
in a crisis because they lost their job, the agency
587
00:40:30,530 --> 00:40:32,990
was also in a crisis and they needed help. So
588
00:40:33,040 --> 00:40:36,980
they reached out to many providers for quotes for services,
589
00:40:37,500 --> 00:40:40,300
and they needed a trusted advisor to help them throughout.
590
00:40:40,370 --> 00:40:44,650
On their list of essential capabilities, it was pretty straightforward;
591
00:40:44,870 --> 00:40:49,470
cloud automation, fast. And so, in the solution here, the
592
00:40:49,470 --> 00:40:53,100
agency took advantage of our rapid response program we launched
593
00:40:53,100 --> 00:40:56,440
last year to serve our customers, and they quickly stood
594
00:40:56,440 --> 00:40:59,770
up Genesys Cloud IVR for their voice calls. Part of
595
00:40:59,770 --> 00:41:04,030
that program was with our prebuilt integration to Google Dialog
596
00:41:04,030 --> 00:41:07,900
Flow, one of our very strategic partners for that virtual
597
00:41:07,900 --> 00:41:11,920
agent capabilities for both calls and chat on the website.
598
00:41:12,430 --> 00:41:15,020
They were up and running in about two weeks with
599
00:41:15,020 --> 00:41:19,990
a full solution, saw a 350% increase in connected calls
600
00:41:20,560 --> 00:41:24,130
and what that translates to is like a typical February
601
00:41:24,180 --> 00:41:27,320
for this agency would see 70 claims, they processed that
602
00:41:27,320 --> 00:41:30,650
same number in a single day in March. So to
603
00:41:30,650 --> 00:41:33,920
me, this is just a super powerful story of the
604
00:41:34,260 --> 00:41:38,300
power of a cloud platform and being able to integrate
605
00:41:38,300 --> 00:41:45,170
with other strategic partners out there. Just a moment. I'm live.
606
00:41:45,530 --> 00:41:51,030
Platform capabilities, so this is a buyer's guide for 2021.
607
00:41:51,030 --> 00:41:56,370
Perhaps in 2020, you wouldn't have been thinking that having
608
00:41:56,760 --> 00:42:02,620
an orchestration tool, having the ability to perhaps just use
609
00:42:02,750 --> 00:42:08,260
parts of a solution like Genesys Cloud in your contact
610
00:42:08,260 --> 00:42:11,570
center, it might never occur to you, but suddenly in
611
00:42:11,580 --> 00:42:15,650
2021 it does occur to you. You have tens of
612
00:42:15,650 --> 00:42:18,490
thousands of agents and you want to add a capability
613
00:42:18,740 --> 00:42:21,530
like the one that Janelle just talked about for the unemployment
614
00:42:21,530 --> 00:42:24,820
office. It doesn't always mean you have to change everything,
615
00:42:25,280 --> 00:42:27,190
it doesn't mean you have to change all the voice
616
00:42:27,190 --> 00:42:30,070
capabilities that you have and that you've built. But with
617
00:42:30,070 --> 00:42:35,310
platform capabilities and the ability to add those great AI
618
00:42:35,630 --> 00:42:39,920
capabilities from the cloud to your existing platform, that's when
619
00:42:39,920 --> 00:42:42,900
it becomes important to understand, " What can platform do for
620
00:42:42,900 --> 00:42:46,410
me? In that period between now and maybe two or
621
00:42:46,410 --> 00:42:49,810
three or five years when I move off the premises
622
00:42:49,810 --> 00:42:53,640
solution that I have, how can I start taking advantage
623
00:42:53,890 --> 00:42:57,200
of the cloud?" And I think platform capabilities are key
624
00:42:57,200 --> 00:43:02,610
to that, because even without changing your entire operation, you
625
00:43:02,610 --> 00:43:06,020
can get some of those benefits of faster time to
626
00:43:06,020 --> 00:43:10,870
market, like the unemployment office did. Increased iteration time, being
627
00:43:10,870 --> 00:43:16,710
able to change things more quickly and increased stakeholder engagement
628
00:43:16,710 --> 00:43:20,330
and satisfaction because they can make some of the changes
629
00:43:20,330 --> 00:43:22,810
that need to be made without having to go to
630
00:43:22,810 --> 00:43:26,540
IT necessarily every time. So you may not have been
631
00:43:26,540 --> 00:43:28,770
thinking about it a year ago, but as you speak
632
00:43:28,830 --> 00:43:32,150
to the vendors that you're thinking about as you take
633
00:43:32,150 --> 00:43:37,310
the next steps in your contact center solution journey, make
634
00:43:37,310 --> 00:43:39,110
sure that this is on that list of things that
635
00:43:39,110 --> 00:43:46,350
you're looking for and at. So what are legacy call
636
00:43:46,350 --> 00:43:52,650
centers not delivering right now? Integrated digital channels, how often
637
00:43:52,650 --> 00:43:56,000
do I see a contact center that has perhaps a
638
00:43:56,000 --> 00:44:00,020
great voice contact center, but they've used a different vendor
639
00:44:00,020 --> 00:44:04,100
for email and maybe a different vendor for chat, and
640
00:44:04,100 --> 00:44:06,720
none of that is integrated. And that agent who's on
641
00:44:06,730 --> 00:44:11,040
the voice contact center gets no data necessarily from those
642
00:44:11,040 --> 00:44:15,360
digital engagements, so it's almost impossible for that agent to
643
00:44:15,360 --> 00:44:20,740
have context. Robust support from remote and mobile workforce, and
644
00:44:20,740 --> 00:44:23,960
that means both for the contact center solution as well
645
00:44:23,960 --> 00:44:28,890
as for the workforce engagement management applications. That seamless front
646
00:44:28,890 --> 00:44:32,510
office, back office communications. As we talked about, it doesn't
647
00:44:32,510 --> 00:44:35,360
have to be one solution as long as there is
648
00:44:35,360 --> 00:44:38,840
a tight integration between the two, like Genesys is doing
649
00:44:38,840 --> 00:44:43,700
with Microsoft Teams. Legacy call centers, it's difficult for them
650
00:44:43,700 --> 00:44:47,730
to use artificial intelligence and to help you have that
651
00:44:47,730 --> 00:44:51,480
innovation, and so it makes hard to have that agility to
652
00:44:51,480 --> 00:44:56,380
make changes quickly based on business needs. I mean those
653
00:44:56,380 --> 00:45:01,160
of us who worked at legacy contact centers know, typically they're told, " Maybe next
654
00:45:01,160 --> 00:45:06,160
year, maybe." And we're in a world where we need
655
00:45:06,160 --> 00:45:11,460
that by next week, " Maybe next year," doesn't work anymore. So
656
00:45:11,460 --> 00:45:15,420
we're going to go to our final poll question. Among the areas
657
00:45:15,680 --> 00:45:20,340
that we discussed today, what is your top priority for
658
00:45:20,340 --> 00:45:27,130
customer experience technology investment in 2021? Is it digital engagement,
659
00:45:27,480 --> 00:45:30,960
expanding the number of channels that you have, integrating it
660
00:45:31,270 --> 00:45:34,870
more closely to the voice channel? Is it workforce engagement,
661
00:45:35,950 --> 00:45:42,650
integrated collaboration and contact center technology, or artificial intelligence and
662
00:45:42,650 --> 00:45:50,220
automation? All good choices. Hold on. Again, I think it
663
00:45:50,220 --> 00:45:54,970
depends on where our audience is at, because digital engagement
664
00:45:54,970 --> 00:45:58,090
and AI go hand- in- hand. Some might already be
665
00:45:58,190 --> 00:46:03,820
using it, some might be evolving to more channels. I
666
00:46:03,820 --> 00:46:08,500
also read a study where, I think, by 2022 the
667
00:46:08,500 --> 00:46:11,530
use of workforce engagement in the cloud will be at
668
00:46:11,890 --> 00:46:16,210
94% so maybe it's on- premise, by working the cloud.
669
00:46:16,460 --> 00:46:20,720
I also have seen a pivot where many companies are
670
00:46:20,720 --> 00:46:25,960
using workforce optimization, where it's very focused on operational efficiency,
671
00:46:26,290 --> 00:46:29,750
and to your point earlier with the gamification example, really
672
00:46:29,750 --> 00:46:33,020
shifting more towards that focus with the employee, especially in
673
00:46:33,020 --> 00:46:37,010
this virtual world of workforce engagement, so I'm intrigued to
674
00:46:37,010 --> 00:46:38,430
see where we're going to be at. What do you
675
00:46:38,430 --> 00:46:43,970
think, Sheila? I think digital, I mean I think that's
676
00:46:43,970 --> 00:46:47,960
the pressing need for a lot of businesses, that they
677
00:46:48,000 --> 00:46:50,110
may not have been doing that as well as they'd
678
00:46:50,110 --> 00:46:58,720
like, but we will see. It's time. Aha! You were
679
00:46:58,720 --> 00:47:05,020
right. Interesting. Well, I wanted you to say it. Well,
680
00:47:05,020 --> 00:47:10,400
look at the tie between integrated collaboration and AI actually,
681
00:47:10,400 --> 00:47:15,600
that's interesting. Right, because they're so different, right? Yeah. They're
682
00:47:15,600 --> 00:47:18,980
very different. One is probably more contact center focused, the
683
00:47:18,980 --> 00:47:22,410
AI, and the other is more enterprise focused, but it
684
00:47:22,410 --> 00:47:24,780
comes back to what you said about sales, service and
685
00:47:24,780 --> 00:47:27,950
marketing. We're not going to get there without the integrated
686
00:47:27,950 --> 00:47:33,110
collaboration, I think, so excellent. It's always interesting to learn
687
00:47:33,110 --> 00:47:38,350
something about how people are thinking, that's why the poll, this is not
688
00:47:38,350 --> 00:47:39,990
for us as it is for them, but you get
689
00:47:39,990 --> 00:47:41,830
to see what your peers are thinking as well. So
690
00:47:41,830 --> 00:47:46,760
I am now going to move it to you to
691
00:47:46,760 --> 00:47:51,120
finish up on the Genesys vision. Fabulous. Well, we highlighted
692
00:47:51,120 --> 00:47:54,800
these essential capabilities that we just reviewed in the poll.
693
00:47:54,800 --> 00:47:59,830
Top of line, digital engagement, integrated UC and CC, artificial
694
00:47:59,830 --> 00:48:05,360
intelligence, workforce engagement. As you evaluate providers for these essential
695
00:48:05,360 --> 00:48:09,440
capabilities, you need to ultimately improve customer experience. Let me
696
00:48:09,440 --> 00:48:12,500
just leave you with this final point that relates to
697
00:48:12,500 --> 00:48:16,960
our vision for our customers. When it comes to customer
698
00:48:16,960 --> 00:48:22,200
experience, of course your customers want their issues resolved quickly and
699
00:48:22,200 --> 00:48:26,750
correctly, and we know that efficiency and effectiveness, they're always
700
00:48:26,750 --> 00:48:29,420
going to be important for your contact centers to be
701
00:48:29,420 --> 00:48:31,790
able to support and for your company to be able
702
00:48:31,790 --> 00:48:36,080
to support. But don't forget that your customers along the
703
00:48:36,390 --> 00:48:40,250
way, especially now more than ever, want to be treated
704
00:48:40,250 --> 00:48:43,180
with empathy, or in other words to be to heard
705
00:48:43,180 --> 00:48:47,540
and understood. So experience as a service is the Genesys
706
00:48:47,540 --> 00:48:51,520
vision that helps you put empathy at the center of
707
00:48:51,520 --> 00:48:56,570
each experience. It's the key ingredient, along with efficiency and
708
00:48:56,570 --> 00:49:01,880
effectiveness, that helps foster trust with your customers to ultimately
709
00:49:01,880 --> 00:49:06,210
drive loyalty. So here at Genesys, we're making experience as
710
00:49:06,210 --> 00:49:09,810
a service a reality by helping you use the right
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00:49:09,810 --> 00:49:13,430
combination of technology so that you can truly personalize those
712
00:49:13,430 --> 00:49:17,980
experiences at scale. And that right combo of tech, it
713
00:49:17,980 --> 00:49:22,520
starts with data from any system or any engagement, including
714
00:49:22,520 --> 00:49:25,410
the one going on in the moment. Then, with the
715
00:49:25,410 --> 00:49:30,060
power of cloud and by applying AI, you can process
716
00:49:30,060 --> 00:49:33,730
this data in real- time, you can decipher the customer's
717
00:49:33,730 --> 00:49:36,270
intent and predict how and when to interact with them
718
00:49:36,270 --> 00:49:39,870
further and with this understanding of your customers, you can
719
00:49:39,870 --> 00:49:43,950
quickly then provide that relevant and personalized experience with those
720
00:49:43,950 --> 00:49:48,260
engagement tools like in the Ethiopia example that spans marketing,
721
00:49:48,260 --> 00:49:52,840
sales and services. So ultimately, your customers will feel like
722
00:49:52,840 --> 00:49:55,980
they're a priority to you, they'll feel cared for as
723
00:49:55,980 --> 00:50:00,970
individuals, sometimes that literally is a life or death situation,
724
00:50:01,040 --> 00:50:04,400
and they feel uniquely understood. They won't have to repeat
725
00:50:04,400 --> 00:50:08,580
themselves, their issues will be resolved, sometimes even before they
726
00:50:08,580 --> 00:50:13,640
know it, with compassion. So integrated data, AI, engagement tools
727
00:50:13,640 --> 00:50:17,620
with that cloud interactive ability and choice really are at
728
00:50:17,620 --> 00:50:22,130
the heart of the essential capabilities we see companies needing,
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00:50:22,480 --> 00:50:24,960
now and for the future. So with the trends that
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00:50:24,960 --> 00:50:29,070
Sheila shared, the customer examples that I highlighted, know that
731
00:50:29,600 --> 00:50:33,910
this combination of tech that fuels this vision of experience
732
00:50:33,950 --> 00:50:36,950
as a service, is possible because the technologies we talked
733
00:50:36,950 --> 00:50:40,270
about today are finally at that right level of maturity
734
00:50:40,270 --> 00:50:43,230
and within reach for any company. So with this vision,
735
00:50:43,700 --> 00:50:46,590
you as a business can truly take a more customer-
736
00:50:46,590 --> 00:50:50,170
centric approach with your business and with your engagement with
737
00:50:50,290 --> 00:50:55,020
customers. So with all that said, Josh, I think I'll
738
00:50:55,020 --> 00:50:56,700
turn it over to you to see if there's any
739
00:50:57,020 --> 00:51:02,130
questions. Thanks, Janelle. So, just to get started, we do have
740
00:51:02,130 --> 00:51:03,960
a few questions that have already come in, but as
741
00:51:03,960 --> 00:51:06,770
a reminder to everybody in the audience, to participate in
742
00:51:06,770 --> 00:51:09,350
today's Q& A, just submit those into the Q& A
743
00:51:09,350 --> 00:51:11,470
window below the slides and we'll get to as many
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00:51:11,470 --> 00:51:13,540
as we can with the little time that we have
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00:51:13,540 --> 00:51:16,290
remaining today. As I mentioned before, though, there is a
746
00:51:16,290 --> 00:51:17,820
chance that we're not going to be able to get to
747
00:51:17,820 --> 00:51:19,940
all of the questions today, so if we do not
748
00:51:19,940 --> 00:51:22,770
answer your question aloud, what we'll do is we'll follow
749
00:51:22,770 --> 00:51:25,130
up with you via email within the next few business
750
00:51:25,130 --> 00:51:28,810
days. To kick things off, as we do have a couple
751
00:51:28,810 --> 00:51:32,050
of live questions in here now, so I think this
752
00:51:32,050 --> 00:51:34,590
is going to be directed more towards you, Sheila. The
753
00:51:34,590 --> 00:51:38,070
first question is, " Is the change for digital a resource
754
00:51:38,310 --> 00:51:42,310
of COVID- 19 or more because of the younger demographics
755
00:51:42,340 --> 00:51:45,390
of customers like Gen Y and Gen Z using more
756
00:51:45,390 --> 00:51:49,980
apps and SMS and chat?" One of the things that
757
00:51:49,980 --> 00:51:53,990
I've been talking about is that, what COVID has done
758
00:51:53,990 --> 00:51:59,980
is accelerate a need that was already there. I think
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00:52:01,020 --> 00:52:05,900
we weren't, as an industry, providing the digital choices that
760
00:52:05,900 --> 00:52:10,170
consumers wanted. There was a gap between what consumers wanted
761
00:52:10,170 --> 00:52:13,730
and what we were delivering, just like when I talked
762
00:52:13,730 --> 00:52:17,590
about the retail apocalypse. There was a gap and so
763
00:52:17,640 --> 00:52:21,390
what COVID has done is highlight that gap, because to
764
00:52:21,790 --> 00:52:24,910
the point of the questioner, the Gen Zs and the
765
00:52:24,910 --> 00:52:28,430
Millennials were looking for these choices, we just weren't delivering
766
00:52:28,430 --> 00:52:32,500
them. Now, everybody is looking for them, everybody's a Gen
767
00:52:32,500 --> 00:52:37,710
Z. Even my 93 year old father- in- law has
768
00:52:37,710 --> 00:52:40,460
suddenly had to become a Gen Z, because the only
769
00:52:40,460 --> 00:52:42,770
to make his appointment for a vaccine was to do
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00:52:42,770 --> 00:52:46,130
it online. So I think what it's done is accelerate,
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00:52:46,380 --> 00:52:50,030
and it's really two trends coming together and reinforcing one
772
00:52:50,030 --> 00:52:57,950
another. Then as a follow up, this individual asks, " Do
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00:52:57,950 --> 00:53:01,840
you see CX as a separate function from CCaaS, or
774
00:53:01,840 --> 00:53:07,330
an integral part of the platform?" Interesting, I saw that
775
00:53:07,330 --> 00:53:10,340
question and I was thinking about it. CCaaS is a
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00:53:10,340 --> 00:53:17,640
technology. It's very specific, it's something you buy. Customer experience,
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00:53:17,790 --> 00:53:21,780
to me, is a strategy. It's, " What is our strategy
778
00:53:22,030 --> 00:53:27,330
to deliver to our customers an overall experience that keeps
779
00:53:27,330 --> 00:53:30,870
them with us?" So I see them as quite separate.
780
00:53:31,100 --> 00:53:34,770
The other thing is, for me, customer experience includes more
781
00:53:34,770 --> 00:53:40,840
technologies than just CCaaS, it includes customer relationship management, it
782
00:53:40,840 --> 00:53:45,990
includes workforce engagement management, so to me, CCaaS is a
783
00:53:45,990 --> 00:53:49,090
much broader term, but it's also, to me, more of
784
00:53:49,090 --> 00:53:52,790
a, " What is the company CCaaS strategy? Not who is
785
00:53:52,790 --> 00:53:56,750
their vendor." Can I just add to that? Improving customer
786
00:53:56,750 --> 00:54:00,060
experience is a business outcome, I mean you could Google
787
00:54:00,820 --> 00:54:03,640
tons of different studies out there that show the impact
788
00:54:03,640 --> 00:54:07,760
to a company's bottom line when you focus on improving
789
00:54:08,130 --> 00:54:11,280
customer experience. And to Sheila's point, too, I totally agree
790
00:54:11,280 --> 00:54:16,120
to that, but CCaaS technology is part of that strategy
791
00:54:16,120 --> 00:54:23,530
to direct towards that outcome. Awesome. Thanks, guys. I'll direct
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00:54:23,530 --> 00:54:26,670
this question to you, Janelle, and, Sheila, you're welcome to
793
00:54:26,990 --> 00:54:30,600
follow up. This individual is moving from an on- premise
794
00:54:31,870 --> 00:54:34,850
setup to a unified communication spot where blending CCaaS and
795
00:54:34,850 --> 00:54:38,890
UCaaS with a cloud based provider. If you have any
796
00:54:38,890 --> 00:54:43,100
recommendations, how would you suggest they choose, or what would
797
00:54:43,100 --> 00:54:48,030
you suggest they choose in that direction? It's difficult for
798
00:54:48,030 --> 00:54:51,010
me to answer that with any wisdom when I don't
799
00:54:51,010 --> 00:54:54,560
know your business requirements, so it really comes down to
800
00:54:54,610 --> 00:54:58,130
what are your business needs and business requirements and what
801
00:54:58,130 --> 00:55:01,760
you use cases are you looking to support, like with
802
00:55:01,760 --> 00:55:07,620
meetings, with video, with unified chat across the contact center
803
00:55:07,680 --> 00:55:10,890
presence, et cetera, et cetera. So know that you have
804
00:55:10,890 --> 00:55:14,650
options out there, like for instance with Genesys, we integrate
805
00:55:14,650 --> 00:55:18,400
with Zoom, we have native capabilities, we integrate with Microsoft
806
00:55:18,400 --> 00:55:22,290
Teams as I mentioned before with the Integral Care example.
807
00:55:22,290 --> 00:55:25,490
So really happy to partner with you and dig into
808
00:55:25,490 --> 00:55:29,180
your contact center requirements to really answer that with a
809
00:55:29,470 --> 00:55:34,300
more educated response to your business. That's actually a good
810
00:55:34,780 --> 00:55:37,230
point, too, Janelle. There's going to be a survey that pops up
811
00:55:37,230 --> 00:55:39,410
at the end of today's presentation asking if you would
812
00:55:39,410 --> 00:55:44,230
like your local Genesys account representative to reach out. So
813
00:55:44,230 --> 00:55:46,780
if you want additional information, go ahead and mark yes
814
00:55:46,780 --> 00:55:48,540
to that question in the survey, and we'll be sure
815
00:55:48,540 --> 00:55:50,750
to follow up with you with any additional information you're
816
00:55:51,020 --> 00:55:57,530
interested in learning.- Let me follow up a little bit
817
00:55:57,530 --> 00:56:02,380
on the question, Josh, if I may. It's interesting, one
818
00:56:02,380 --> 00:56:04,940
could look at UC and CC and say, " I want
819
00:56:04,940 --> 00:56:09,270
one vendor and not two vendors," but if you actually
820
00:56:09,270 --> 00:56:11,690
look at a vendor who says they have UC and
821
00:56:11,690 --> 00:56:15,540
CC, you may find that their CC is coming from
822
00:56:15,540 --> 00:56:18,860
a different company so it's really not one solution, it's
823
00:56:18,860 --> 00:56:22,010
two. Or you may find that a company that has
824
00:56:22,010 --> 00:56:29,260
two solutions has a two partners, like Genesys plus Zoom
825
00:56:29,260 --> 00:56:33,870
or some other context and a plus Teams. What looks
826
00:56:33,870 --> 00:56:38,090
like two separate solutions, really if you understand the technology
827
00:56:38,090 --> 00:56:41,440
behind how they're integrated, it may be tighter than somebody
828
00:56:41,440 --> 00:56:45,090
that looks like one solution. So you really have to
829
00:56:45,090 --> 00:56:47,730
scratch the surface, or I think the advice I would
830
00:56:47,730 --> 00:56:51,470
have is, make sure you sort of understand the genesis
831
00:56:51,470 --> 00:56:54,820
of the technology in each case and how well they
832
00:56:54,820 --> 00:56:59,440
integrate, what does integration mean with that particular solution? Does
833
00:56:59,440 --> 00:57:03,410
it mean four- digit dialing from you to somebody who's
834
00:57:03,410 --> 00:57:07,000
not in the contact center? Does it mean that something
835
00:57:07,000 --> 00:57:09,850
that you chat to somebody not in the contact center,
836
00:57:10,030 --> 00:57:12,980
can get captured in the contact center record? You want
837
00:57:12,980 --> 00:57:16,250
to ask those kinds of questions, it's less about whether
838
00:57:16,250 --> 00:57:23,210
it's one vendor, it's how the applications work together. Awesome.
839
00:57:24,260 --> 00:57:27,160
So unfortunately that is all the time we have today.
840
00:57:27,160 --> 00:57:29,080
I know that there are a handful of questions that
841
00:57:29,080 --> 00:57:31,210
we did not get to today, so do not fret, we
842
00:57:31,210 --> 00:57:33,420
will respond to you via email within the next few
843
00:57:33,420 --> 00:57:36,150
business days. However, if you are looking for more of
844
00:57:36,150 --> 00:57:38,120
a prompt response, you can always feel free to reach
845
00:57:38,120 --> 00:57:41,400
out to us at onlineevents@ genesys. com, no caps or
846
00:57:41,400 --> 00:57:44,410
spaces, and we'll get back to you as quickly and
847
00:57:44,410 --> 00:57:48,490
promptly as we can. So with that being said, to
848
00:57:48,490 --> 00:57:52,260
wrap today. First off, I know that you're wanting additional
849
00:57:52,260 --> 00:57:55,080
information about today's topic, so be sure check out that
850
00:57:55,080 --> 00:57:59,240
resource list. That's going to have the 2021 Contact Center
851
00:57:59,240 --> 00:58:01,990
Buyer's Guide bundle that will give you additional information on
852
00:58:02,040 --> 00:58:05,650
all of the topics that we discussed today. In addition
853
00:58:05,650 --> 00:58:07,660
to that, I mentioned a survey that's going to show
854
00:58:07,660 --> 00:58:10,630
up at the end of today's presentation. We encourage you
855
00:58:10,630 --> 00:58:12,670
to fill that survey out, it shouldn't take you more
856
00:58:12,670 --> 00:58:14,840
than a couple of minutes, but we tailor all of
857
00:58:14,840 --> 00:58:17,790
these webinars and presentations to exactly what you want to
858
00:58:17,790 --> 00:58:21,040
hear and learn more about with respect to contact center technology.
859
00:58:21,290 --> 00:58:23,110
So go ahead and fill that out, and we'll be
860
00:58:23,110 --> 00:58:26,900
sure to incorporate that feedback into the future Genesys presentations
861
00:58:26,900 --> 00:58:31,520
and webinars. And also, Janelle mentioned if you want to
862
00:58:31,520 --> 00:58:34,400
learn more about Company Nurse, there is the Take A
863
00:58:34,400 --> 00:58:36,730
Moment Podcast as well as the Tech Talks in Twenty
864
00:58:36,730 --> 00:58:39,190
Podcast, so I encourage you to check that out on
865
00:58:39,190 --> 00:58:42,090
basically any podcast application that you listen, or you can
866
00:58:42,090 --> 00:58:46,750
check us out on Genesys. com/ podcasts. So with all
867
00:58:46,750 --> 00:58:50,320
that information being said, on behalf and Sheila, Janelle and
868
00:58:50,320 --> 00:58:52,770
the entire Genesys team, I want to thank you again
869
00:58:52,770 --> 00:58:57,410
for joining today's 2021 Contact Center Buyers Guide webinar. Until
870
00:58:57,410 --> 00:59:02,480
next time, have a good one, everyone. Thank you. Thank
871
00:59:02,480 --> 00:59:02,500
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Lernen Sie die Redner kennen
Sheila McGee Smith
Gründerin und Principal Analyst
McGee Smith Analytics
Janelle Dieken
Senior Vice President of Content Marketing
Genesys
