Seamless cloud communications for great customer experiences

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All right. Good morning, evening and afternoon, everyone. My name

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is Josh Reed and I’m from the digital events team

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here at Genesys. And I’ll be one of the moderators

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for today’s presentation. And let me be the first to

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welcome you to today’s webcast, Genesys and Zoom: Seamless Cloud

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Communications for Great Customer Experiences. To ensure that you have

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the best experience viewing today’s webinar. I’m going to cover

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a few housekeeping items as I usually do, and I’ll

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make this short and sweet first to ensure that you

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don’t have any issues viewing or listening to today’s presentation.

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Please make sure that you have a reliable internet connection

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and phone connection. If you experience any problems, viewing today’s

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webcast, try leaving the Zoom webinar and logging back in

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from the link from your reminder email. And if you

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continue to have issues, why don’t you throw that into

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the chat? And we’ll see if we can troubleshoot for

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you. Also, this webcast is designed to be an interactive

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experience between you and our presenters today. So at any

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time during the webcast, feel free to submit those questions

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in the Q& A tab on your Zoom toolbar. Now

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I’ll make sure that you throw those questions into the

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Q& A tool and not the chat so that we

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make sure that we answer your question or have a

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chance to answer your question. We don’t miss it, also

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just to let if time does get away from us

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as sometimes it usually does. Don’t fret. We’ll follow up

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with you via email within the next few business days,

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and also know that this is being recorded and that

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you’ll receive a link to the on- demand recording via

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email from Zoom within the next few business days and

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see it, like I said, short and sweet. So it’s

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my pleasure to introduce you to our moderator today. Randy

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Carter, the marketing content director here at Genesys. Randy, why

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don’t you take it away, buddy? Thanks Josh. So, I

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mean, the main question that we want to talk about

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today is why is it still so hard to help

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people? I mean, we’ve got digital transformation stuff. That’s moving

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customer communications to the cloud. It’s changing the way that

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we’re communicating. We’ve got a lot of things about the

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way that we’re doing customer experience and employee experiences as

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well, that are changing. And there’s huge growth in automation,

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bots, and digital work, I mean, voice is still vital

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as a way to solve real problems and bring people

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together. And like everything else though voice is changing and

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it won’t change back. All of this disruption has really

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brought forth all of these great cases that we knew

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were coming about working from anywhere and about elevating voice

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to video. And that’s why we’re here. We’re here to

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give you details on a new way to provide voice

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in videos, simply flexibly globe. So today I’m here also

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have two people along with me, we got Neil Levonius,

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who is from Zoom in product marketing, and we’ve also

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got Jeff Wise. So I’m going to start off with

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Jeff. Jeff, could you tell us who you are and

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who Genesys is? Thanks Randy. And thanks everyone for being

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here today. Super excited to talk about our partnership and

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vision with Zoom, but I head up by our strategic

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alliances group and ecosystems, but I’m really excited about what

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we’re working with our partner Zoom. Now a little bit

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about Genesys. We have been around a long time. We’re really

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uniquely positioned in this industry because now, when it becomes

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uniquely valuable, is that we’re really a company that believes

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in self disruption and we’ve led continuous change after continuous

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change. And today is actually going to be no different.

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We started before cloud even existed, but today we’re a

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global cloud company and we’re going to talk about what that

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means as well. We’ve pioneered omni- channel multi- channel customer

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engagement because customers keep changing and more importantly, they are

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changing how they want to engage. So today now we

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power our customer’s experiences with AI fueled by data, across

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multiple sources, using an agile cloud culture. And Genesys is

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really creating the one of the most scalable cloud- based

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customer experience platforms in the industry. But at the end

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of the day, it’s the moment of truth that really

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matters. And, it’s when that customer connects and they need help

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and we help our customers with billions of different customer

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interactions every year and all about helping our customers connect

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with their customers at that moment of truth. And as

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a result of that, customers worldwide, large global brands trust

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us with helping them connect with their customers. So it’s

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great to be here, Randy, thanks for the opportunity to

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talk about Genesys and what we’re doing with Zoom. All right. Now we’re going

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to pivot over and talk to Neil. Same question. Tell

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us about, in a bit about Zoom? Yeah. So thank

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you, Randy. It’s great to be here. So my name

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is Neil Levonius and I’m a product marketing lead for

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Zoom phone, our cloud phone system. So, you probably know

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what Zoom is. I think a lot of people are

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using it now and really what our story is? What

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our vision is? Is that we are creating a platform

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that enables video communications to empower people, to accomplish anything

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they want to be and to be always connected. And

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so when you think about the way we communicate today,

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it’s radically changed. We have over 300 million daily active

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meeting participants using the Zoom platform every day, and they’re

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not just using it for video. We created this platform

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that does video. It does chat, it does phone calls,

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it supports conference rooms, large webinars like we’re doing right

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now and all of these different things. And the reason

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why this has come about is because people need flexibility.

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They’re working from everywhere. They’re working on all of these

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different devices and they want a consistent user experience across

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everything. So when I think about my 14 year old

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daughter, she’s going to be a sophomore in high school

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this year. And if I give her a phone call.

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If I call her on the phone like this, it

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freaks her out. She doesn’t know what that is. She’s

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not going to put a phone up to her ear

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because that’s so strange. But if I send her a

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text message, she responds right away. Cause she’s very happy

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using text. And then if she wants to get ahold

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of me in real time, what does she do? She

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FaceTimes me. She sends Zoom because people are shifting, the

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culture is shifting to being very comfortable with video. Now

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that doesn’t discount any of the other modalities, then that’s

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why you need a platform that can support all of

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them. Voice is still very important. It ends up being

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the lowest common denominator and how we communicate because it’s

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a ubiquitous platform that can be found everywhere, but then

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people are very comfortable with chat, SMS and then video,

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when you want to have that more personal touch. So

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that’s what the Zoom platform has really been designed for.

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And then partnering with companies like Genesys to bring our

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capabilities together, to provide this really best of breed solution

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is very exciting. And we believe for our customers. Randy

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you’re muted. Oh, there we go. Okay. So Neil, you

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dropped that magic word vision, and that’s what I want

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to talk about next, which is we’ve got to power

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us cloud companies here. What’s the vision of this partnership? I want

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to start with Jeff. Jeff, what do you think? Yeah, thanks Randy. And

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I think Neil said it. We’re shifting to a video-

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first experience at a consumer level and a business level.

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And that video experience is a key ingredient to this

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vision because what we’re really doing is we’re bringing the

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best of breed companies together, Genesys being that best of

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breed customer experience, and with the best of breed video

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communication experience through Zoom. But by bringing these best of

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breed companies together, what we’re doing is we’re really building

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a future together. And that is to allow seamless communications

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between the front office and back office. And that’s bringing

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all employees together, not just the contact center, but everyone

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to be able to communicate and collaborate effortlessly. And using

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video is key because it really elevates the conversation, it

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creates relationships, it creates that empathy as well. So video

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is a key ingredient. And Zoom with the video- first

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video communications experience is a really valuable part of this

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vision that Genesys wants to create with Zoom. So our

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vision look, it’s not just about phone calls, but it’s

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really about that active collaboration across that organization, and it’s

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about empowering the entire organization to have the right conversation

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with their customers. It’s about knowing the customer, making it

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personal and relevant, and making that connection, making that memorable

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experience. Because if you can make it memorable with the

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right context and the right relevance, and that’s across the

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whole entire customer journey, then that’s going to be something

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that customers will remember, but also want to come back

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and advocate for you in the daily life. So that’s

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the vision. Fantastic. Okay. Neil, get to you to, you’re

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still muted, to respond and talk about your side of

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the vision stuff. Yeah, so our vision of making sure

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that people are always connected. And I think what Jeff

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said is really important about the empathy. Without video, without

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chatting, without phone and being able to provide the medium

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that people want to communicate through adds friction. And when

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you have friction, then people don’t want to use it

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and they don’t adopt it, and then you’ve wasted a

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bunch of money. So what we do to make sure

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that that’s not an issue is besides just implementing a

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feature to get a checkbox and say, ” We have a

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feature,” is that we design the platform to remove all

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friction, to make it very easy to use. So have a

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world- class user experience, because we understand, and even though

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this sounds like a cliche now probably to a lot

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of people, that this whole consumerization of IT is real.

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We communicate in our daily lives through all of our

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favorite applications, whether it’s a social media app like TikTok

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or chat, I’m sorry, or Snapchat, or Facebook, or whatever

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it is, that those experiences, that user experience is now

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expected on in the business app, IT app. So that’s

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the kind of the aesthetic that we take, the approach

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we take when we design our features. And what we’ve

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seen is when you do that, then that increases adoption,

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increases stickiness, and then it really helps you be successful.

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And when you have a product like that, the IT’s

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job becomes much simpler because the customer base, the user

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base wants to use it, training is much easier. And

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then it’s easy to prove to your CIO, to your

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decision maker, et cetera, that the investment was worth it.

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So, our vision to bring all of these different modalities

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together, build it on a platform that’s open so we

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can integrate and create a best of breed solution is really

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core to what we’re doing at Zoom today. I love that. I love the

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comment about friction in there too. And the only way

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to really build these huge, scalable systems that people really

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want is you have to make it so much easier

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to do the right thing always. And that’s hard. It

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takes a lot of extra work. Okay, so we’re going to move forward

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and talk a little bit about Zoom Phone, because we’ve all heard

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of Zoom, but Zoom Phone is a term that maybe

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some people don’t know yet. Yes, so Zoom Phone is

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a cloud phone system called PBX. It is designed to

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be a replacement to the old legacy boat anchors that

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you might have in a closet right now. Whatever that’s

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your Avaya, Cisco, Mitel, ShoreTel, whatever tel, all going away soon

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tels. It is a PBX at the end of the

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day. And it’s built on the Zoom platform. So this

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isn’t a separate product that was designed in a silo

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on a different platform. This was designed and implemented on

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the Zoom Meeting platform. So as a modern phone system

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or as our cloud phone system, it has all of

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the traditional PBX features that you’d come to expect, transferred

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conference hold, auto attendance, basic call routing, the ability to

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port your existing phone numbers onto our platform if you’d

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like to use our native PSTN service, or we allow

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you to bring your own carrier to our platform as

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well if you want to keep your existing service providers.

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We support hybrid integration to your existing on- premise PBXs.

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So we don’t go into a customer saying, ” No, rip

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out that old Cisco call manager system and put Zoom

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everywhere.” No, we understand can be a phased approach. You

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just don’t cut overnight. So it is a phone system.

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Because it’s built on the same platform, it’s really easy

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to manage. If you’ve managed a Zoom account, a Zoom

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Meeting account, it’s just another tab in our web portal.

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So when you go to provision a user, you provision

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their meeting, attributes, you provision their phone attributes. It’s done

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in the same place. It’s integrated into our reporting and

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dashboarding, et cetera. And the features are delivered to the

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same Zoom app that you already know. So when we’re

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designing features, we want to make sure that all of

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the features that are implemented are not just desktop features,

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desk phone features, or mobile features. We have a very

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mobile first approach. We want to make sure that everything

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works on the mobile app with the same quality, same

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user experience that you can experience on the desktop. So

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we don’t have any… We have feature parity across all

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of our end points. And it has to be delivered

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with high security and reliability. So making sure that we’re

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implementing HD voice using adaptive rate codec like Opus, we

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have a lot of secret sauce on top that does

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audio processing to eliminate background noise, et cetera. So that’s

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why Zoom calls generally sound better than a lot of

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our competitors. And we have a global footprint, which I

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believe we’ll talk about a little bit later. Okay, great.

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Yeah, it’s a difficult bridge creating this between the desk

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phones and everything else in the world. And I’ve seen it, experienced it.

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You guys have done amazing job. Yeah, and if I may

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add, when we first started Zoom, when Zoom was founded,

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when Eric started the company, it wasn’t that we wanted

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to just be video only or we wanted to be

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a phone system. We were actually pulled into this by

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the market because the people were enjoying using Meeting so

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much. We’re like, ” Can we just get rid of the

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PBX and put everything on a meeting platform?” You already

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have all of the components. So that’s what we did.

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And one of the side benefits, what I forgot to

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mention is, when I talked about all the modalities earlier

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of chat and voice and video, that we don’t look

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at them as individual features, we want them to all

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blend together. So if I start with a chat interaction,

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I can escalate that chat into a phone call. And

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I can elevate that phone call into a meeting, without

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having people hang up. So if I’m working with a

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customer for example, and I’m on the phone, and I

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need to elevate that into a desktop share or I

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want to go to video, traditionally you say, ” All right,

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let me send you an invite for this meeting bridge,

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and let’s hang up and I’ll meet you there.” Right? And

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that usually adds five or 10 minutes to the conversation,

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it adds friction. With Zoom, if you’re on that phone

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call, you can elevate right into a Zoom meeting and

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everybody’s brought into it automatically, so you don’t have to

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hang up and dial back in. And then if they

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want to use the app, then you can send an

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invite for them to open up the app, keep the

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voice stream wherever it started, and then have the app

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for all the desktop sharing. Anyway, sorry Randy, I just

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wanted to expand on that for a second. Oh no, I

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enjoyed it. Yeah, I think this is also indicative of

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why this is actually such a really good match between

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two different cloud companies, is because the way you guys

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are approaching the usability and the scaling, and being able

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to flip things from one mode to another seamlessly, is

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exactly what we’re trying to do at Genesys. So, thank

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you. Okay, let’s go to the next slide which is

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about… Okay. We’re going to take all these pieces of

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Zoom and the functionality that they’re adding, and we’ve got

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all this functionality that we’ve built on Genesys Cloud bringing

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this together, how does this help our customers do great

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customer experiences? Thanks Randy. It is at the end of

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the day about providing a great support and service to

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customers. But sometimes we think about the contact center, the

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front office, as being that first line of defense. But

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it takes a whole company to support and service customers.

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It’s a real team effort across the company that provides

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a great customer experience at the end of the day, because the contact center

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is there to assist and help customers, but they’re only

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as good as the rest of the organization. So what

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we see is when you empower your employees across the

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whole organization, they can then focus on the customer. So

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if we’re giving the right amount of flexibility, the right

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amount of power and tools to allow that collaboration between

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the front office and the back office, that’s just going to

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be a good outcome. So lower friction, lower frustration across

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that enterprise, at the end of the day it’s about

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helping customers then and there and helping them in real

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time. So connect the front office with the back office,

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create some great collaboration, and with the focus in helping

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customers then and there. So the key ingredient’s is it’s a great CX

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through great collaboration. Okay. Neil, do you have any comments on

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that? On customer experience and how Zoom’s going to affect that?

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You’re on mute. You would think working for Zoom, I’d

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be so much better at that. Yeah. So at the

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end of the day it really is, it’s eliminating all

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of the friction in the communication process. So when you

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eliminate the friction, then people are going to be more

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willing to engage, be more open in that engagement, and

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have a better satisfaction of that tool and the interaction

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between the customer and whoever’s servicing the customer. All right.

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All right. So we’re going to double down on this

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customer experience and collaboration topic. Let’s explore that in a

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little bit more depth. Jeff, talk from this slide. We’ve

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got a lot more topics to delve into here. Sure.

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So let’s bring that CX to life and that collaboration

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across the organization. How are we going to do that

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with what we’re talking about today between Zoom and Genesys?

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It’s really providing a simplified, unified, and more, I guess,

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integrated experience where you can focus on the outcome that

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you’re trying to create, rather than what tools I have

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to use and what I have to tab through, or

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which applications I’ve got to go find to achieve as

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an outcome. And the way we’re doing this with the

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integration that we’ve done between Zoom and Genesys, is a

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unified directory. And what this means is, as a Genesys

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Cloud user in the front office, they will now be

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able to see the whole enterprise, whoever it might be

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in the contact center, but also now across everyone that’s

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using Zoom phone across the organization. So that means complete

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visibility of everyone in the enterprise. And then on top

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of that, we add presence. So knowing who in the

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enterprise is available to help then and there. When I’ve got

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the customer on the line, I need assistance. I want

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to be able to talk to a subject matter expert, or at

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least somehow try and get to the right person with

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the right information to assist me to assist the customer,

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or even bring that subject matter expert into the conversation

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with the customer. So through being able to see and

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search across the enterprise from all the Zoom phone users

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as well as Genesys Cloud users, by knowing when and

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where that they’re available to help me then at that

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point in time. At the same time, when we’re doing

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all those interactions and call transfers, it’s on net. So

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that means we’ve integrated Zoom phone with Genesys Cloud, with

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secure connections, which provides complete on net callings. That means

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you don’t have to go off onto the PSTN and

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also incur extra charges, because you’re one enterprise. You should

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be able to have one logical network with one logical

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ability to be able to transfer calls across systems seamlessly.

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Again, removing that friction, as we’ve started talking about. On

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top of that, in today’s world, you need to be able

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to do it from anywhere globally, and this is more

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important than ever. And in this global world today, being

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able to work from anywhere, collaborate from anywhere in a

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seamless experience, is key. And Genesys and Zoom are global

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solutions, which we’ll talk about in a moment. But we’ve

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gone back to… The big shift that we’ve seen is that

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video first experience as well. And leveraging and taking advantage

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of Zoom’s incredible video first communications platform, we’re also able

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to bring Zoom’s video screen sharing and recording as well.

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So you’ll be able to then, again, bring that collaboration

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using Zoom’s features around screen sharing and recording. And it

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goes without saying that this all runs within a secure

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environment. So that’s a little bit of a, I guess,

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insight, Randy there, but when you bring these pieces together,

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it’s again, taking that friction out and letting our people,

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our employees in that organization, collaborate, but more importantly, focus

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on the problem at hand or the service that needs

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to be addressed, rather than the tools or the technology.

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Okay. So how is the availability looking like on this?

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Yeah. So actually, not a lot of people know this,

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I’m going to let everyone know. But Genesys Cloud and

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Zoom Phone has actually… We’ve had integration with our on

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net calling especially, for actually a number of months now

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since last year. We’ve built that telephony sip connection. We’ve

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00:24:00,900 –> 00:24:02,760
actually got a few customers using it today, which we’ll

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talk about in a little while. But really true Collective

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cloud APIs, this is kind of the next natural step and

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00:24:12,430 –> 00:24:15,820
the new release that we’re talking about today with these

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capabilities like unified directory, and presence, and the likes will

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be available next month in July. So we’re super excited

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to see how we can bring our customers together to

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collaborate better and to provide great customer experience. Great. Thank

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00:24:31,560 –> 00:24:36,560
you. All right. So we’ve mentioned Global multiple times. Maybe

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we should have started with this, but it was actually

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a huge challenge for our Genesys Cloud customers that are

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global, is that there’s so many different ways of doing

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phone termination in so many different countries. We have a

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rock solid network of AWS regions that were operating on

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Genesys cloud in. And whenever you’re on net, everything is

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just straight data. So this is what it looks like.

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Jeff, can you go into a little bit more detail about that

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platform? Yeah sure, thanks Randy. Look, Genesys cloud is a

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Global cloud platform, just like Zoom and Zoom Phone, our

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Global platform, our Global Pops which I’ll go through in

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00:25:24,730 –> 00:25:29,330
a moment, all operate and inter operate with Zoom and

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00:25:29,330 –> 00:25:32,980
Zoom Phone’s Global Pops. Actually, this is actually going to

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be all configurable by the customer or at the time

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it’s set up where you can actually choose which Genesys

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00:25:40,390 –> 00:25:42,359
cloud region you want to operate. But at the same

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00:25:42,359 –> 00:25:45,990
time, you can also choose which Zoom Phone region you’ll

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00:25:45,990 –> 00:25:47,560
be able to operate with as well. So you’ll have

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00:25:47,560 –> 00:25:51,850
full control over which regions due to local regulatory requirements

413
00:25:52,190 –> 00:25:56,369
at the time of the implementation. But at a global

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region, we have nine regions. We have two in the

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00:25:59,180 –> 00:26:03,810
US, US East and US West. We’ve got Canada, Ireland,

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the UK and Frankfurt in Germany and originally South Korea.

417
00:26:10,190 –> 00:26:13,119
And we’ve also got Japan and Australia. But on top

418
00:26:13,119 –> 00:26:15,500
of that, it’s not just about that footprint. It’s also

419
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about language support. We support 18 languages through our user

420
00:26:19,450 –> 00:26:21,920
interface, and we even have a whole lot more than

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00:26:21,920 –> 00:26:24,560
those 18 languages for our I- V- R and voice

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00:26:24,560 –> 00:26:29,070
services as well, because it’s really, we, we now live

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00:26:29,070 –> 00:26:34,140
in a global community and more, I guess more importantly,

424
00:26:34,140 –> 00:26:37,730
we live in a growing virtual, global community as well.

425
00:26:38,970 –> 00:26:42,820
It’s important to know that you can operate virtually anywhere and

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globally. And, we support thousands of customers today, actually I’ve

427
00:26:47,530 –> 00:26:51,619
across 60 countries, Pang Southern the, the largest contact centers.

428
00:26:52,140 –> 00:26:54,540
we even have some contact centers that were powering over

429
00:26:54,540 –> 00:26:58,650
25,000 agents in that context center. So, this is scale

430
00:26:59,030 –> 00:27:01,970
on a, on a global level, but really excited that

431
00:27:02,000 –> 00:27:05,630
we’re bringing this global platform global network. That’s powering all

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00:27:05,630 –> 00:27:08,830
these interactions for our customers. And now we’re going to

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extend that with this great VR first experience powered by

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00:27:11,730 –> 00:27:15,750
Zoom. So Neil, maybe you can tell us about, the zoom

435
00:27:15,750 –> 00:27:21,960
phone, global story. All right. Yeah. That Zoom Global picture.

436
00:27:22,480 –> 00:27:28,410
Yeah. We have a pretty extensive global footprint. We currently

437
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have data centers in 18 countries around the world. These

438
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are all active, active, fully redundant data centers. So one

439
00:27:35,670 –> 00:27:39,150
outage in a specific region, doesn’t take down our customer

440
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base by any stretch of the meetings. And these are

441
00:27:42,270 –> 00:27:46,640
man by zoom employees. So these are, we, we have

442
00:27:46,640 –> 00:27:49,390
a mix of running our own data centers, which is

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00:27:49,390 –> 00:27:51,780
what I’m showing here. Then we also take advantage of

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a lot of public cloud services from AWS, Google, Microsoft,

445
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Azure, etc. So we want to make sure that we

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00:27:57,830 –> 00:28:00,380
have a fully redundant and that we’re using the best

447
00:28:00,380 –> 00:28:03,859
technology available to provide the highest quality of service for

448
00:28:03,859 –> 00:28:07,119
our customers. From a zoom phone perspective, when it comes

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00:28:07,119 –> 00:28:12,300
to PSTN access today, we have native PSTN support in

450
00:28:12,330 –> 00:28:15,780
18 different countries. You can visit our website for our list

451
00:28:15,780 –> 00:28:18,490
of all of those countries. We have an additional 25

452
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countries where we can provide PST and access and phone

453
00:28:20,810 –> 00:28:23,800
numbers currently in beta. And we expect those to come

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out of beta the summer, which will give us about

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47 countries where we can provide a full, complete PSTN

456
00:28:31,060 –> 00:28:37,090
PBX replacement. We are also offering, BYOC bring your own

457
00:28:37,090 –> 00:28:40,310
carrier. So if you have a requirement outside of the

458
00:28:40,330 –> 00:28:44,840
47 countries that we’re in today, then you can bring

459
00:28:44,840 –> 00:28:47,860
the sip trunk from that, from that local service provider,

460
00:28:47,860 –> 00:28:50,550
right into the zoom cloud, and then light up the

461
00:28:50,550 –> 00:28:53,410
surface that way. So we’re, we’re very, very flexible. And

462
00:28:53,420 –> 00:28:57,370
of course our goal is to provide complete global coverage

463
00:28:58,200 –> 00:29:01,180
everywhere. And so we’re, we’re marching really fast to make

464
00:29:01,180 –> 00:29:08,330
sure that that happens. Okay. All right. So I know

465
00:29:08,330 –> 00:29:11,440
that Neil, you wanted to take a moment to just

466
00:29:11,440 –> 00:29:15,510
talk about security. Yeah. Security as a topic that comes

467
00:29:15,510 –> 00:29:19,550
up every day at Zoom, it is incredibly important to

468
00:29:19,550 –> 00:29:23,440
us with so many people relying on us and, and

469
00:29:23,440 –> 00:29:27,120
business to continue working as well as in their personal

470
00:29:27,120 –> 00:29:29,700
lives, taking that yoga class, like in that music lesson,

471
00:29:30,040 –> 00:29:32,390
having those happy hours that we want to make sure

472
00:29:32,390 –> 00:29:37,580
that your information is completely protected. So we recently migrated

473
00:29:37,580 –> 00:29:42,270
in Twitter, 56 bit AGC or a yeah. GCM encryption,

474
00:29:43,290 –> 00:29:47,450
apologize for butchering the acronym. And we also make sure

475
00:29:47,450 –> 00:29:49,640
every zoom phone call is encrypted as well. So we

476
00:29:49,640 –> 00:29:57,130
use SFTP encryption, we used 256 BAS authentic TLS authentication.

477
00:29:57,130 –> 00:30:00,210
So everything is secured and don’t just take our word

478
00:30:00,210 –> 00:30:02,600
for it. We also have certifications by some of the

479
00:30:02,600 –> 00:30:07,550
top security and privacy groups in the world. So we

480
00:30:07,550 –> 00:30:11,360
are GDPR. We it’s all been verified through Trust Arc.

481
00:30:11,860 –> 00:30:16,320
We have in the United States, we are FedRAMP moderate

482
00:30:16,320 –> 00:30:19,040
for the entire platform. So for zoom meetings and now

483
00:30:19,040 –> 00:30:24,060
zoom phone, which means that the, the department where the

484
00:30:24,060 –> 00:30:29,990
federal agencies like DISA etc, can use us in there.

485
00:30:29,990 –> 00:30:33,680
So if we’ve been vetted and, and, and authorized by

486
00:30:33,680 –> 00:30:36,700
the federal government, you can be assured that the platform

487
00:30:36,710 –> 00:30:40,040
is secure. We also, in the newest version of our

488
00:30:40,040 –> 00:30:44,360
application in zoom 5.0, we allow you to opt in

489
00:30:44,360 –> 00:30:47,930
and opt out of specific geo. So that, we do

490
00:30:47,930 –> 00:30:51,120
automatic geo based routing of all of our calls and

491
00:30:51,120 –> 00:30:54,810
all of our meetings. And if you are in a

492
00:30:54,810 –> 00:30:57,970
meeting and you want to make sure that those calls

493
00:30:57,970 –> 00:31:00,190
don’t, for some reason, get routed outside of the country,

494
00:31:00,190 –> 00:31:03,920
that you’re currently in, you can actually choose, the user

495
00:31:03,920 –> 00:31:06,820
can choose. The admin can choose which data centers are

496
00:31:06,820 –> 00:31:09,450
routed through which geos they route through, or they want

497
00:31:09,450 –> 00:31:12,390
to opt out of. So not only are we providing

498
00:31:12,390 –> 00:31:15,880
all these great security on top, that we are allowing

499
00:31:15,880 –> 00:31:18,310
users to choose which data centers they route through, which

500
00:31:18,310 –> 00:31:21,990
is something none of our competitors do. So we’re really

501
00:31:21,990 –> 00:31:24,220
taking it to the next level. It’s, it’s very important.

502
00:31:24,500 –> 00:31:27,560
And I don’t even know what to say is just,

503
00:31:28,250 –> 00:31:30,030
I think it speaks for itself, but if there are

504
00:31:30,030 –> 00:31:32,970
questions, of course, reach out to us. We have a

505
00:31:32,970 –> 00:31:34,920
whole bunch of landing pages on the zoom website that

506
00:31:34,920 –> 00:31:37,750
goes into more depth on this, and you would ever

507
00:31:37,750 –> 00:31:43,250
want to go into, Yeah, we have a full set,

508
00:31:43,300 –> 00:31:45,720
a full set of acronyms on our site too. So

509
00:31:46,050 –> 00:31:50,210
yeah, Yeah. We love our acronyms. It’s an ongoing effort. Security. It never stops

510
00:31:50,430 –> 00:31:53,210
it’s you have to always be working on that. Okay.

511
00:31:53,210 –> 00:31:58,570
Let’s look at, we mentioned that we have some, we

512
00:31:58,570 –> 00:32:01,620
want to talk a little bit about this. Yeah. No,

513
00:32:01,620 –> 00:32:09,160
thanks Randy. We’ve had some customers already using that integration

514
00:32:09,160 –> 00:32:11,860
that I mentioned, that we’ve had available now for a

515
00:32:11,860 –> 00:32:15,520
few months. I’d like to maybe just walk through some

516
00:32:15,520 –> 00:32:20,510
of those. Our telephone integration has been in place between

517
00:32:20,510 –> 00:32:24,210
Genesys Cloud and Zoom Phone. Actually, if you go to Zoom

518
00:32:24,210 –> 00:32:28,080
Phone today, you can actually click and see Genesys Cloud

519
00:32:29,130 –> 00:32:34,570
and connect to that as a telephone integration. That’s available

520
00:32:34,570 –> 00:32:39,730
today and Sentinel benefits and the financial group. They’ve actually

521
00:32:39,730 –> 00:32:42,530
been using it for a number of months and they’ve seen the

522
00:32:42,530 –> 00:32:46,640
real benefits of really connecting that front office with the

523
00:32:46,640 –> 00:32:49,850
back office. Really connecting the contact center with the rest

524
00:32:49,850 –> 00:32:53,610
of their organization. Remember, it’s all about the whole company

525
00:32:53,760 –> 00:32:57,690
that needs to help customers. They’ve really seen those benefits

526
00:32:57,710 –> 00:33:00,920
of being able to have that on their calling, the

527
00:33:00,920 –> 00:33:03,010
ability to be able to transfer calls back and forth

528
00:33:04,620 –> 00:33:09,080
securely, quickly, and easily between Genesys Cloud and Zoom Phone.

529
00:33:10,570 –> 00:33:12,240
They can see that they’re going to be able to

530
00:33:12,240 –> 00:33:16,570
resolve things faster, quicker, and just provide a better customer

531
00:33:17,000 –> 00:33:22,850
experience. We’ve also got Company Nurse. They’ve been an existing

532
00:33:23,150 –> 00:33:27,010
Genesys Cloud customer for some time and also a Zoom

533
00:33:27,010 –> 00:33:32,390
customer. Now, they’ve called out and identified what they see

534
00:33:32,390 –> 00:33:36,710
is the advantages where if they can bring that video

535
00:33:36,710 –> 00:33:40,330
first experience through video meetings and add that to the

536
00:33:40,330 –> 00:33:45,570
communications, they’ll be able to collaborate better together and really

537
00:33:45,570 –> 00:33:50,010
help their employees help them with their customers at that

538
00:33:50,010 –> 00:33:55,580
time of need. Because really, they’re doing triage at that

539
00:33:55,580 –> 00:33:58,510
moment of truth that we talked about before, where people

540
00:33:58,510 –> 00:34:00,960
really need to help them. By adding video, that video

541
00:34:00,960 –> 00:34:03,490
experience is going to make it a whole lot better

542
00:34:03,490 –> 00:34:06,070
for what they do, which is pretty important for a

543
00:34:06,070 –> 00:34:10,390
lot of companies. Look, we’re really excited to see how

544
00:34:10,670 –> 00:34:17,410
customers are starting to use capabilities between Genesys Cloud and

545
00:34:17,410 –> 00:34:21,590
Zoom and Zoom Phone, but I’m even more excited by

546
00:34:21,590 –> 00:34:23,750
what the new capabilities that we’re going to be able

547
00:34:23,750 –> 00:34:27,300
to deliver and we’re just getting started on this journey.

548
00:34:28,460 –> 00:34:35,110
Perfect. Okay. We’ve talked about friction. We’ve talked about usability.

549
00:34:35,270 –> 00:34:37,880
Let’s take a look at what does this look like?

550
00:34:39,130 –> 00:34:42,080
Jeff, do you want to take us through a demo

551
00:34:42,080 –> 00:34:45,900
here? Yeah. I sure will. Let me just take control here.

552
00:34:47,280 –> 00:34:50,739
Okay. Let me just set this up before we get

553
00:34:51,000 –> 00:34:56,830
started. In this walkthrough of the demo, we have a

554
00:34:56,830 –> 00:35:01,300
customer that is utilizing Genesys Cloud and Zoom Phone for

555
00:35:01,300 –> 00:35:04,719
their cloud PBX. We’re going to walk through that experience

556
00:35:04,719 –> 00:35:13,460
very quickly. Okay. Control. There we go. Okay. Here we go.

557
00:35:13,460 –> 00:35:18,850
All right. We’ve got an organization called G Bank and

558
00:35:18,850 –> 00:35:21,760
I’d like you to meet Trey. He’s working in the

559
00:35:21,760 –> 00:35:24,890
front office and they’re using Genesys Cloud for their front

560
00:35:24,890 –> 00:35:27,530
office here and how are they’re going to interact with customers. But as

561
00:35:27,530 –> 00:35:31,750
I mentioned, G Bank uses Zoom Phone as their enterprise

562
00:35:31,750 –> 00:35:36,670
cloud communications system. That front office, that back office, it’s

563
00:35:36,670 –> 00:35:39,050
about how we bring them together. We’re going to explore

564
00:35:39,570 –> 00:35:44,570
that story here. Okay. First of all, this is the

565
00:35:44,719 –> 00:35:49,710
Genesys Cloud desktop and Trey is one of our customer

566
00:35:49,770 –> 00:35:54,690
service representatives. He’s logging into the G Bank queue. You can

567
00:35:54,690 –> 00:35:56,489
see he’s going to go on queue there and he

568
00:35:56,489 –> 00:35:59,180
clicks on queue and he can start receiving incoming calls

569
00:35:59,180 –> 00:36:04,170
from customers. As you’d be very surprised, he has a call

570
00:36:04,170 –> 00:36:08,830
that comes in and Lindsay, who’s a customer of G

571
00:36:08,830 –> 00:36:13,670
Bank, she rings up. She’s wanting more information about a

572
00:36:13,670 –> 00:36:15,420
mortgage on a new vacation home. Trey answers that call.

573
00:36:17,510 –> 00:36:29,150
Okay. Trey is now talking to Lindsay and he’s learning

574
00:36:29,150 –> 00:36:34,010
more about what Lindsay wants and actually doesn’t have all

575
00:36:34,010 –> 00:36:38,070
the answers to Lindsay’s questions. He needs to find someone

576
00:36:38,070 –> 00:36:42,850
in the mortgage department to help Lindsay. Again, he needs

577
00:36:42,980 –> 00:36:45,320
a subject matter expert in the back office, in the

578
00:36:45,320 –> 00:36:49,370
enterprise, to help solve that customer request then and there,

579
00:36:49,370 –> 00:36:54,570
that moment of truth. He asked Lindsay to hold while

580
00:36:54,560 –> 00:36:58,219
he goes to find someone that can help with all

581
00:36:58,219 –> 00:37:05,410
the answers. What Trey does, you can see here, he

582
00:37:05,730 –> 00:37:09,370
looks to do a transfer and he types in’mortgage department,’

583
00:37:09,430 –> 00:37:11,930
which you can see on the screen here. You can

584
00:37:11,930 –> 00:37:16,040
see now by him typing in’mortgage department,’ he’s brought up

585
00:37:16,080 –> 00:37:19,270
who’s available in the mortgage department. We have Chris here

586
00:37:19,270 –> 00:37:22,770
and you can see the little Zoom Phone icon there.

587
00:37:23,980 –> 00:37:27,219
Chris is a Zoom Phone user. This is a real

588
00:37:27,219 –> 00:37:31,620
time presence. Chris is in the mortgage department through that

589
00:37:31,620 –> 00:37:39,700
unified directory we were talking about and importantly, it’s green

590
00:37:39,840 –> 00:37:44,219
with our presence showing Chris is available, even though he’s

591
00:37:44,219 –> 00:37:50,510
on Zoom Phone. What Chris does is keeps the call

592
00:37:50,510 –> 00:37:57,480
going and places a call to Chris, through his agent

593
00:37:57,480 –> 00:38:01,930
desktop, through Genesys Cloud. Chris, who’s on Zoom Phone, through

594
00:38:01,930 –> 00:38:08,950
that unified experience, Chris’s phone, Zoom Phone desktop starts ringing.

595
00:38:09,150 –> 00:38:12,860
He can see it’s actually from the contact center within

596
00:38:12,860 –> 00:38:18,000
G Bank. He gets that call, knows it’s from the

597
00:38:18,000 –> 00:38:22,840
contact center, and starts to speak to Chris about the

598
00:38:23,300 –> 00:38:28,210
query. He mentions that he’s got Lindsay on the line,

599
00:38:28,210 –> 00:38:31,600
who’s got some questions about this mortgage. What he’s going

600
00:38:31,600 –> 00:38:37,670
to do is, he basically… Whoops, sorry. Too many steps.

601
00:38:37,670 –> 00:38:40,590
He basically says, ” Chris, can you take the call with

602
00:38:40,590 –> 00:38:44,430
Lindsay?” Chris is very happy to speak to Lindsay and

603
00:38:44,430 –> 00:38:48,190
help her with her mortgage questions. He transfers the call

604
00:38:48,980 –> 00:38:52,670
over to Chris and gets on with helping other customers.

605
00:38:54,989 –> 00:38:57,820
The outcome here was that Trey didn’t have to worry

606
00:38:57,820 –> 00:39:02,520
about using another interface, one desktop application, and more importantly,

607
00:39:02,520 –> 00:39:09,160
could collaborate and provide that, what we call ‘warm transfer,’

608
00:39:09,440 –> 00:39:12,180
where he could actually speak to Chris, make sure he’s

609
00:39:12,180 –> 00:39:15,810
available, make sure more importantly that he’s able to help

610
00:39:15,810 –> 00:39:18,420
Lindsay then and there and then connect her to, and

611
00:39:18,420 –> 00:39:20,739
then drop off the call. That’s providing that end-to- end

612
00:39:20,739 –> 00:39:24,270
experience between that front office and that back office, collaborating

613
00:39:24,270 –> 00:39:27,620
together without having to worry about what application I’m using

614
00:39:27,620 –> 00:39:35,170
as a native experience. Let’s go to the second demo

615
00:39:35,170 –> 00:39:39,230
here. This time we’ve got I guess, G Bank is

616
00:39:39,710 –> 00:39:44,040
the example customer again. This time, they’re using Genesys Cloud

617
00:39:44,660 –> 00:39:49,620
and they use Zoom Meetings for collaboration. We’ll take a

618
00:39:49,620 –> 00:39:54,780
slightly different way of this story. Okay. We’ve got Trey

619
00:39:54,780 –> 00:39:59,830
again. Now, Trey has his Zoom Meetings fully integrated into

620
00:39:59,830 –> 00:40:01,900
the Genesys Cloud desktop. So, you can see he’s got

621
00:40:02,150 –> 00:40:08,440
a Zoom meetings platform net. So, he’s already fully authenticated

622
00:40:08,500 –> 00:40:12,190
and secure into his Genesys Cloud desktop. So he doesn’t

623
00:40:12,190 –> 00:40:15,260
have to think about where the best starting up Zoom

624
00:40:15,260 –> 00:40:19,480
meeting separately. It’s already contained within his environment as that

625
00:40:19,480 –> 00:40:23,390
single experience, that unified single experience. So again, in this

626
00:40:23,390 –> 00:40:26,830
situation, he goes back on queue ready to take calls

627
00:40:27,410 –> 00:40:32,460
and yes, we’ve got Lindsey calling again, similar story. But

628
00:40:32,460 –> 00:40:36,780
in this case, Lindsey is looking for information say on

629
00:40:36,989 –> 00:40:42,690
Gbank’s website about a mortgage. So, specific information in this

630
00:40:42,690 –> 00:40:45,780
case. So, what Trey does says, ” Yeah, look, let me

631
00:40:46,030 –> 00:40:51,070
help you here.” And so Trey puts Lindsey on hold

632
00:40:51,300 –> 00:40:53,910
and he’s going to go in again, talk to someone

633
00:40:54,030 –> 00:40:56,640
in the back office that subject matter expert. Yes, you’re

634
00:40:56,640 –> 00:40:58,400
probably right. It’s going to be Chris again. But what

635
00:41:00,550 –> 00:41:03,270
he does this time, because in this situation, they’re not

636
00:41:03,270 –> 00:41:07,610
running the Zoom Phone, but he can see through the

637
00:41:07,610 –> 00:41:11,170
directory here that Chris is available in this case, but

638
00:41:11,170 –> 00:41:14,760
more importantly, he’s available and online and what he wants

639
00:41:14,760 –> 00:41:19,300
to do. He actually starts a chat session with Chris

640
00:41:19,489 –> 00:41:23,750
through Genesys Cloud. And through that chat session, he kind

641
00:41:23,750 –> 00:41:25,980
of, if we just click here, ” Chris, are you available

642
00:41:25,980 –> 00:41:29,719
to have a quick chat? I need some help short

643
00:41:29,719 –> 00:41:33,570
let’s jump on a zoom.” So all Trey has to

644
00:41:33,570 –> 00:41:36,680
do from his desktop is click Zoom Meetings. Let’s start

645
00:41:36,680 –> 00:41:40,290
a Zoom Meeting, what a great unified experience that is.

646
00:41:40,530 –> 00:41:45,460
So, he clicks the Zoom Meeting link there, and that

647
00:41:46,300 –> 00:41:48,870
creates a Zoom Meeting then and there in the Genesys

648
00:41:48,880 –> 00:41:55,700
Cloud desktop, like you can see here. So, Genesys Cloud

649
00:41:55,760 –> 00:41:59,950
and Zoom Meetings embedded in the single experience. I don’t

650
00:42:00,070 –> 00:42:04,210
have to worry about different applications, it’s one single unified

651
00:42:04,210 –> 00:42:08,239
tune. So again, Trey and Chris can focus on how

652
00:42:08,239 –> 00:42:12,780
they’re going to help this customer. So, Chris quickly explains

653
00:42:12,780 –> 00:42:19,460
where through Zooms screen sharing and shows exactly where the

654
00:42:19,460 –> 00:42:22,810
information is on the Gbank website, so he can help

655
00:42:23,120 –> 00:42:27,570
Lindsey with this query. So, Chris has been able to help,

656
00:42:27,620 –> 00:42:29,950
they’ve been able to collaborate in real time, that real-

657
00:42:29,950 –> 00:42:33,530
time resolution that we spoke about before. And with that,

658
00:42:34,320 –> 00:42:37,050
Trey goes back to Lindsey to say, ” Yeah, let me

659
00:42:37,050 –> 00:42:39,800
help you. It’s on the website.” But Lindsey says, in

660
00:42:39,800 –> 00:42:42,410
this case, ” I’m actually not in front of my computer.

661
00:42:42,630 –> 00:42:48,070
Could you send me a link through an SMS so

662
00:42:48,070 –> 00:42:50,250
I can look at it on my phone later.” So

663
00:42:50,250 –> 00:42:53,940
he says” Sure.” So, Trey sends an SMS with that

664
00:42:53,940 –> 00:42:59,440
link, that URL to Lindsey on her phone. And Lindsey’s

665
00:42:59,440 –> 00:43:02,870
got the information she needs. And again, that front office

666
00:43:02,870 –> 00:43:07,260
and that back office through communication and collaboration, not into

667
00:43:07,260 –> 00:43:10,489
worrying about the technology, but worrying about what the customer outcome

668
00:43:10,489 –> 00:43:15,040
is, helping resolve that. So that’s a little bit of

669
00:43:17,660 –> 00:43:19,830
an example, a bit of a sneak peek there on

670
00:43:19,830 –> 00:43:23,860
how Genesys Cloud with Zoom Phone can provide that video

671
00:43:23,860 –> 00:43:27,960
first communication and collaboration experience. So again, across the whole

672
00:43:27,960 –> 00:43:32,830
enterprise or alternatively being able to use Zoom Meetings to

673
00:43:32,830 –> 00:43:35,230
spin up and drive into the, if a customer is

674
00:43:35,230 –> 00:43:38,250
using Zoom Meetings as a key part of the collaboration,

675
00:43:38,480 –> 00:43:41,020
we can integrate with Zoom Meetings as well and provide

676
00:43:41,020 –> 00:43:46,370
that single unified experience, that’d be Randy. All right. So

677
00:43:46,370 –> 00:43:48,850
as we can tell from the slide Q& A is

678
00:43:48,850 –> 00:43:52,870
coming up next. We’ve got, we’re sure you guys have a lot of

679
00:43:52,870 –> 00:43:55,030
questions. I see the number is getting bigger under the

680
00:43:55,030 –> 00:43:58,560
Q& A tab here in Zoom. So to give you

681
00:43:58,560 –> 00:44:01,469
guys a little bit more time, if you have additional

682
00:44:01,469 –> 00:44:03,390
questions you want to write and to give us time

683
00:44:03,610 –> 00:44:05,780
to go look at the questions that are already there,

684
00:44:05,960 –> 00:44:09,270
let’s do a poll. And so if Josh can put

685
00:44:09,270 –> 00:44:13,440
the poll up. Awesome. Okay. So you guys take a

686
00:44:13,440 –> 00:44:16,489
look at the poll, give us some more feedback on

687
00:44:16,489 –> 00:44:21,200
how you’re using these different collaborations systems. And we’re going

688
00:44:21,200 –> 00:44:25,969
to go look at the Q& A. And that’s just

689
00:44:25,969 –> 00:44:29,250
as a friendly reminder to everybody as you’re throwing questions

690
00:44:29,250 –> 00:44:32,480
into the Q& A window, we have about 15- ish

691
00:44:32,480 –> 00:44:36,080
minutes left on today’s session. So don’t fret if we

692
00:44:36,080 –> 00:44:38,440
don’t make it to your question live, we will follow

693
00:44:38,440 –> 00:44:40,600
up with you via email within the next few business

694
00:44:40,600 –> 00:44:44,100
days. And as we’re about to close out the poll

695
00:44:44,100 –> 00:44:46,730
here, just go ahead and remember to use the Q&

696
00:44:46,730 –> 00:44:48,820
A window and not the chat window, just so that

697
00:44:48,820 –> 00:45:16,110
we don’t miss your questions moving forward. All right. Time

698
00:45:16,110 –> 00:45:19,910
goes so fast when you’re on this side. It’s And

699
00:45:24,290 –> 00:45:26,560
just let me know, Randy, when you want to see those results.

700
00:45:26,710 –> 00:45:30,570
Yeah. Tell me when you want to throw that. Yep.

701
00:45:30,570 –> 00:45:34,350
I’ll go ahead and throw them up now. So you

702
00:45:34,350 –> 00:45:37,420
should see them on your screen. All right. Neil is

703
00:45:37,489 –> 00:45:41,969
smiling at this point. Yeah. And you’ve got some opportunities.

704
00:45:41,969 –> 00:45:46,330
Look at those other companies that are using… It’s a big

705
00:45:46,330 –> 00:45:50,070
market. It’s a big market. It is! It’s room for

706
00:45:50,070 –> 00:45:59,540
everybody. Lots of solutions out there. Yep. All right. So,

707
00:45:59,540 –> 00:46:02,750
I got some good questions in here. I think some

708
00:46:02,750 –> 00:46:06,760
of these we have answered peripherally as we’ve been going

709
00:46:06,760 –> 00:46:08,960
through it so far, but I know the one question

710
00:46:09,360 –> 00:46:12,430
that we hear a lot is how do you get

711
00:46:12,450 –> 00:46:17,090
on board? So Jeff, basically a call us thing? Yeah,

712
00:46:17,130 –> 00:46:22,730
sure. Look, we’re going to end with the Genesys. com/

713
00:46:22,730 –> 00:46:27,650
Zoom link I know in a little while, but what

714
00:46:27,650 –> 00:46:29,440
I would be suggesting is go have a look at

715
00:46:29,440 –> 00:46:33,840
Genesys. com/ Zoom as a standpoint. And there’s a start

716
00:46:33,840 –> 00:46:37,700
zooming button right there. And you can connect with us

717
00:46:37,700 –> 00:46:41,360
and we’ll have someone speak to you real quickly. So,

718
00:46:42,239 –> 00:46:45,000
my advice is if you want to learn more, but

719
00:46:45,000 –> 00:46:48,180
also get started and you might be a Zoom customer

720
00:46:48,180 –> 00:46:53,040
and a Genesys customer already you can start and we’ll

721
00:46:53,040 –> 00:46:55,420
get you, we’ll start that conversation so you can get

722
00:46:55,420 –> 00:47:02,320
ready for next month. So Genesys.com/Zoom. Okay. So, Neil, you

723
00:47:02,320 –> 00:47:05,190
guys, if there’re Zoom customer and they’re interested in looking

724
00:47:05,190 –> 00:47:09,420
at Genesys Cloud, what should they do? Yeah. If you’re

725
00:47:09,420 –> 00:47:12,670
an existing customer feel free to go to Genesys/ Zoom

726
00:47:12,670 –> 00:47:14,780
and reach out to them directly. They know how to

727
00:47:14,780 –> 00:47:16,410
get in touch with us and how to set it

728
00:47:16,410 –> 00:47:20,420
up or work with your existing account executive at Zoom.

729
00:47:20,640 –> 00:47:23,440
And they’ll also bring in the appropriate people from the

730
00:47:23,440 –> 00:47:26,750
Zoom Phone team, as well as the Genesys team. So

731
00:47:26,750 –> 00:47:28,590
I think we want to eliminate as much friction as

732
00:47:28,590 –> 00:47:31,420
possible. If you’re a customer of either one of the

733
00:47:31,420 –> 00:47:34,620
platforms already today, just reach out to your current account

734
00:47:34,620 –> 00:47:37,410
executive and we’ll make sure that everything’s routed and we

735
00:47:37,410 –> 00:47:41,910
get you taken care of as fast as possible. Okay.

736
00:47:41,969 –> 00:47:45,230
So, I see a recurring question in here about using

737
00:47:46,260 –> 00:47:51,520
Zoom to support between agents and customers. And I know

738
00:47:51,520 –> 00:47:54,140
this is one of the things that we’ve had lots

739
00:47:54,140 –> 00:47:59,370
and lots of conversations about internally. Jeff, take it away.

740
00:47:59,640 –> 00:48:03,300
That’s a great question and a question that is a constant

741
00:48:03,670 –> 00:48:07,270
part of our conversation as you suggested. As you would

742
00:48:07,270 –> 00:48:10,350
have noticed from today’s presentation, we’ve been talking very much

743
00:48:10,350 –> 00:48:14,239
around the collaboration between the front office and the back

744
00:48:14,239 –> 00:48:19,560
office. That is very much where we want to start

745
00:48:19,560 –> 00:48:24,400
with our Genesys Cloud and Zoom journey. But as part

746
00:48:24,400 –> 00:48:28,110
of that journey, we definitely see some key use cases

747
00:48:28,110 –> 00:48:32,969
for the ability to use video power through Zoom with

748
00:48:33,570 –> 00:48:37,770
customers directly. This is definitely on our roadmap, but in

749
00:48:37,770 –> 00:48:42,270
this, I guess, first drop that we’re delivering next month.

750
00:48:42,550 –> 00:48:44,770
We’re really focusing on bringing that front office and that

751
00:48:44,770 –> 00:48:48,500
back office together. Same time, we also want to get

752
00:48:48,500 –> 00:48:52,830
feedback from customers who are utilizing that new experience that

753
00:48:52,830 –> 00:48:56,250
we’re delivering together and get some real world feedback. Because

754
00:48:56,620 –> 00:48:59,469
the same time we’ve also had a lot of feedback where

755
00:49:00,100 –> 00:49:05,450
providing video in a contact center sphere has historically been

756
00:49:05,450 –> 00:49:09,530
perceived with different thoughts and considerations because it is a

757
00:49:09,530 –> 00:49:13,040
visual experience. I think also the last few months, we’ve

758
00:49:13,040 –> 00:49:16,560
all learned that the video experience is such an important

759
00:49:16,560 –> 00:49:19,450
experience and at the same time, we’ve all learned how

760
00:49:19,450 –> 00:49:22,400
to drive video experiences. I can see this changing really

761
00:49:22,400 –> 00:49:27,230
rapidly in the market that providing customer video experiences into

762
00:49:27,230 –> 00:49:29,170
the contact center it’s going to become a very key

763
00:49:29,170 –> 00:49:34,110
way of interacting and engaging and helping customers. The answer

764
00:49:34,480 –> 00:49:39,860
is not today, but in the near future. I think

765
00:49:39,860 –> 00:49:42,560
this is interesting. I mean, from a cloud culture, you

766
00:49:42,560 –> 00:49:46,700
want to get there with something that’s useful as quickly as

767
00:49:46,700 –> 00:49:50,830
you can and then build from that. That’s part of

768
00:49:50,830 –> 00:49:55,430
our approach with Genesys Cloud. This is fantastically useful, what

769
00:49:55,430 –> 00:50:00,150
we’re going to be offering now. But we got room

770
00:50:00,150 –> 00:50:05,930
to grow. Oh, this is a first grade step, but

771
00:50:05,930 –> 00:50:10,110
we’ve got a very exciting roadmap that we’re looking to develop but

772
00:50:10,200 –> 00:50:12,330
we want to make sure it’s delivering the right outcomes

773
00:50:12,330 –> 00:50:22,210
for our customers. Neil, you want to throw in on that? I think just

774
00:50:22,210 –> 00:50:26,830
removing that friction is key to what we’re doing. I

775
00:50:26,830 –> 00:50:28,840
didn’t really have anything more to add. I thought Jeff

776
00:50:28,900 –> 00:50:36,140
covered it brilliantly. Okay. One of the things that we hear

777
00:50:36,140 –> 00:50:40,700
as a recurring question on the customer experience side, it’s

778
00:50:41,430 –> 00:50:49,320
a lot of focus on efficiency and how long it

779
00:50:49,320 –> 00:50:53,060
takes to resolve issues. Do you think we’re going to

780
00:50:53,060 –> 00:50:58,050
be seeing any time- savings or improved resolution rate through

781
00:50:58,070 –> 00:51:06,719
using these two fantastic cloud solutions together? Randy, I think

782
00:51:06,719 –> 00:51:10,770
that’s been a key theme of today actually is you

783
00:51:10,770 –> 00:51:18,260
remove friction, you empower employees across the whole organization. And

784
00:51:18,260 –> 00:51:21,969
you let people focus on, I guess, the outcomes they’re

785
00:51:21,969 –> 00:51:25,760
trying to deliver. That creates efficiencies in its own right.

786
00:51:26,040 –> 00:51:30,969
The ability to have that presence, that unified directory and

787
00:51:30,969 –> 00:51:33,690
the ability to be able to transfer calls back and

788
00:51:33,690 –> 00:51:38,580
forth, seamlessly between Zoom Phone and Genesys Cloud without having

789
00:51:38,580 –> 00:51:40,710
to worry about what number I have to dial or

790
00:51:40,710 –> 00:51:44,320
what extension its on. It’s all being able to search

791
00:51:44,380 –> 00:51:49,430
point and click type experiences, natively in that desktop that

792
00:51:49,430 –> 00:52:00,060
has inherent efficiencies. So the answer is, yes. Great. I

793
00:52:00,060 –> 00:52:02,730
do see a question here. This is the last question

794
00:52:02,730 –> 00:52:06,239
and then we need to move on to winding this up

795
00:52:06,239 –> 00:52:11,170
is, what are customers doing for archiving and playback of

796
00:52:11,170 –> 00:52:15,100
the video- based interactions? Neil. How’s that going? I mean

797
00:52:15,700 –> 00:52:18,280
other than the- Can you repeat that? You broke up,

798
00:52:18,280 –> 00:52:24,650
just for a second. Sorry. Randy, could you repeat the

799
00:52:24,650 –> 00:52:29,739
question? Oh, yeah. Sorry. I was talking and not listening.

800
00:52:32,010 –> 00:52:35,510
How does the solution work with recording? I mean, those

801
00:52:35,590 –> 00:52:37,380
of us that are our Zoom users we know that

802
00:52:38,010 –> 00:52:39,880
seems to be one of those things in the settings

803
00:52:39,880 –> 00:52:42,890
that you can turn on and off for everything. How’s

804
00:52:42,890 –> 00:52:47,190
that going? If you are elevating into a Zoom Meeting,

805
00:52:47,560 –> 00:52:52,380
we support recording on Zoom Phone as well. There’s a

806
00:52:52,380 –> 00:52:55,640
couple of different options, we support on- demand recording. It’s

807
00:52:55,640 –> 00:52:58,060
up to the agent or the user to initiate that

808
00:52:58,060 –> 00:53:02,180
recording in a meeting or on the phone call. We

809
00:53:02,180 –> 00:53:05,610
also support full- time automatic recording. Then you also have

810
00:53:05,610 –> 00:53:08,960
a choice as to where those recordings are stored. If

811
00:53:08,960 –> 00:53:12,300
it’s more ad hoc, less formal, you can have on-

812
00:53:12,300 –> 00:53:14,540
demand call recording and have it stored locally on the

813
00:53:14,540 –> 00:53:18,320
users PC or they can opt to have it stored

814
00:53:18,450 –> 00:53:23,270
in Zoom’s Cloud. Then once it’s been stored, then you

815
00:53:23,270 –> 00:53:26,550
have the ability to export it, archive it, set data

816
00:53:26,550 –> 00:53:30,190
retention policies around it. Then we also have the ability

817
00:53:30,190 –> 00:53:33,950
to transcribe every recording. If you don’t want to go

818
00:53:33,950 –> 00:53:36,380
back and listen to a Zoom Phone call recording or

819
00:53:36,380 –> 00:53:40,180
a Zoom Meeting recording, we provide automatic transcription services for

820
00:53:40,180 –> 00:53:43,610
free, it’s part of the plan. I want some of

821
00:53:43,610 –> 00:53:48,469
that. I’m going to start using that. All right. We

822
00:53:48,469 –> 00:53:54,469
getting close to the end here. Everybody in our market

823
00:53:54,469 –> 00:53:58,350
is obsessed with digital and AI right now, for customer

824
00:53:58,350 –> 00:54:01,989
experience and it’s a worthwhile conversation. But we all have

825
00:54:01,989 –> 00:54:06,810
seen during the disruption that we’ve been going through this

826
00:54:06,810 –> 00:54:11,969
year, that every day, how voice is still important. Especially

827
00:54:12,280 –> 00:54:14,710
when you can escalate that to video and you can

828
00:54:14,710 –> 00:54:19,890
add screen- share and these other collaboration channels easily. It’s

829
00:54:19,890 –> 00:54:23,930
the most reliable way to deal with complex issues. This

830
00:54:23,930 –> 00:54:27,630
year it’s pushed a lot of limits. Voice is changing

831
00:54:27,880 –> 00:54:33,790
and it’s changing probably forever. Voice with video and collaboration,

832
00:54:34,080 –> 00:54:39,239
to share views, is now becoming the standard. Zoom shows

833
00:54:39,239 –> 00:54:43,469
that the power of flexibility and video collaboration is clear.

834
00:54:43,580 –> 00:54:47,750
As two cloud companies, we are embracing the potential that

835
00:54:47,760 –> 00:54:52,210
API integration will let us create. Genesys is pleased to

836
00:54:52,210 –> 00:54:57,020
start now. We’re bringing customers the flexibility of Zoom Phone

837
00:54:57,020 –> 00:55:01,330
today and yes, that’s July. But as we showed, it’s

838
00:55:01,330 –> 00:55:04,610
already being used by some customers and if you start

839
00:55:04,610 –> 00:55:07,380
poking around, you’ll start seeing signs of it popping up

840
00:55:07,380 –> 00:55:13,800
all over the place. We’re bringing customers onboard, we want

841
00:55:13,800 –> 00:55:17,330
to share this flexibility with you. We’re excited about what’s

842
00:55:17,330 –> 00:55:22,469
going to come next and Neil bring it home. All

843
00:55:22,469 –> 00:55:25,440
right. Well, I just wanted to thank everybody for joining

844
00:55:25,440 –> 00:55:30,600
today’s webinar. Zoom is all about connecting people, just like

845
00:55:30,610 –> 00:55:33,430
Genesys is and we want to eliminate as much friction

846
00:55:33,430 –> 00:55:37,330
as possible in between all of those interactions. Working closely

847
00:55:37,330 –> 00:55:40,270
with Genesys, I think we’re bringing the market, this summer,

848
00:55:40,270 –> 00:55:43,590
a best of breed solution to accommodate all of those

849
00:55:43,590 –> 00:55:47,340
interactions. I just want to thank Randy, thank Jeff, and

850
00:55:47,340 –> 00:55:49,410
the rest of the Genesys team for allowing us to

851
00:55:49,590 –> 00:55:53,930
be here today. All right. Thank you. Thank you both.

852
00:55:55,710 –> 00:56:00,390
Here’s that URL. You guys have a great day. Josh,

853
00:56:01,870 –> 00:56:06,310
wind it up. Will do. Thanks everybody for attending today’s

854
00:56:06,320 –> 00:56:09,330
webcast. As I mentioned before, if you missed anything throughout

855
00:56:09,330 –> 00:56:13,290
today’s presentation, you accidentally joined late, that’s okay. Stay tuned,

856
00:56:13,290 –> 00:56:15,610
within the next few business days, you will receive a

857
00:56:15,610 –> 00:56:17,770
link to the on- demand recording to view at your

858
00:56:17,770 –> 00:56:21,469
convenience. As everybody’s already mentioned, and as you can see

859
00:56:21,469 –> 00:56:24,040
on your screen, make sure you check out genesys.com /

860
00:56:24,040 –> 00:56:28,080
zoom for additional information. As always until next time, have

861
00:56:28,080 –> 00:56:28,820
a good one, everyone.