Integrate Microsoft Teams with Genesys Cloud

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Good morning, evening, and afternoon, everyone. My name is Josh

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Reed from the Digital Events team here at Genesys. And

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let me start by saying welcome, and thank you all

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for joining today’s webcast, Integrate Microsoft Teams with Genesys Cloud.

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As we always do, I’m going to take a few

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minutes here in the beginning to review a couple of

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housekeeping items, just to make sure that you have the

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best experience viewing today’s presentation. So first off, if you

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do experience any problems viewing or listening to today’s webcast,

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try refreshing your browser and making sure that it is

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also help to switch over to something like Chrome or

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Firefox as well, as these are the best browsers that

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any of the corners of those windows. Also note that

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this is designed to be an interactive experience between you

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and our presenters today. So at any time during the

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webcast, you can submit questions into the Q and A

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window below the video screen, and we’ll answer as many

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as we can at the end of the presentation during

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our live Q and A. However, as sometimes it often

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does, if time gets away from us and we don’t

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answer your question aloud during that live Q and A,

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we’ll just follow up with you within a few days

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via email. And also note this is indeed being recorded,

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so if you miss anything throughout today’s live session, you

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will receive a link to the on demand recording via

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email from On 24 within the next few days, so

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just be on the lookout for that. Also, anytime during

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today’s webcast, feel free to check out the resource box

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below the video screen next to the Q and A window.

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Clicking through won’t take you away. It’ll just open up

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in a new tab in your browser, but these resources

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expand on today’s topic of the integration between Microsoft Teams

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and Genesys Cloud. And lastly, we welcome and appreciate your

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feedback. We tailor all of these presentations to exactly what

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you the attendees want to learn more about, so feel

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free to check out the survey icon below, or it’ll

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show up automatically at the end, but we’d love to

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collect that feedback so that we can make sure that

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these presentations in the future are exactly what you want

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to learn more. And like I said, short and sweet.

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So today we have three excellent presenters excited to discuss

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the Genesys Cloud integration with Microsoft Teams, and how it

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allows and empowers employees to collaborate and deliver great customer

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experiences from anywhere. So from Microsoft 365 Ecosystems, we have

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the director here, Mike Ammerlaan. We also have from Genesys,

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Chris Conley, the vice president of the Genesys products marketing,

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as well as Trey Buck, the senior product manager of

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Genesys Cloud. So without further adieu, I’m actually going to

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hand things off to our first presenter today. We have

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Chris Conley. Chris, why don’t you take it away, buddy?

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Wonderful. Thanks, Josh, and welcome to the speakers here as well.

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But as Josh said, we want this to be interactive.

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So I’ve got a couple of questions upfront that we’re

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going to ask you. And the reason we’re going to

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ask these questions, and we want to make sure that we’re talking at

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the right level for you, the audience. So my first

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question here is what represents, or best represents your plans

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regarding Genesys Cloud. Are you considering it? Are you actively

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researching? Or maybe you’re testing it. You’ve already implemented it, and you just want

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to know how to improve upon it and get with

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Microsoft Teams. Or you’re just not considering it yet. All

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of them are valid options. I would love to know

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your answer so that we can really talk about Genesys

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Cloud, more or less just depending on where you are.

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Going to leave that poll open for a few more

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seconds, and then I’m going to take it back and

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show you what that is. Okay. Well, here we go.

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We’re considering, not yet considering, or already implemented, so we’ve got

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a nice balance. Glad to see a lot of customers

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that are already using Genesys Cloud, and this is going

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to be some exciting stuff for you. I’ve got the same

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question, but for Microsoft Teams. Is this something that you’re using

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today? Or are you considering it? Maybe you’re using a

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different tool. Are you actively researching what’s best fit for

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your business? Have you already implemented? And I’m talking out

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the wazoo, or is it just not in your consideration

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list right now? So let me give that a few

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more seconds, and you can hit the buttons on screen.

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Five, four, three, two, one. Already implementing, look at that.

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That is pretty clear you are already using Microsoft teams,

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which is pretty… That’s great. So that’s really good news

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for Mike, who’s going to be able to set the pace.

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So let me tell you a little bit about Genesys,

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considering there’s maybe a few folks out there that maybe

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don’t know what we do. And really, when I talk about

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Genesys, it’s really from startups to large enterprises. Organizations around

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the world have been using Genesys to connect their employees, their

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customers, their prospects together. We’ve got a pretty innovative vision

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and we’ve got the proven ability to deliver results, and

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that’s held in not just in our great customers, but

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also the analysts. We’ve been around for a little while

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as well, so this year marks our 30th year in sys leadership, and

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that’s really important because we’ve seen it all, and we’ve

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created new experiences, with you as customers. Our 5, 000 staff globally

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are really helping customers like you build something great. And

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that’s what we love about Genesys. But it’s not just

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Genesys, where we don’t just do this alone, we do this

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with great customers and great partners, and one of those

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partners is Microsoft. And Microsoft is a long term partner

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for Genesys. We also count Microsoft as a fantastic customer.

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They use Genesys technology to deliver their mission critical customer

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experiences, so if you’re talking to a Microsoft rep, chances

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are you’re using Genesys technology under the hood. And along

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with some of the great brands around the world that

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we all share in this big blue marble that we

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have, no matter what size you are or complexity or

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trajectory, Genesys has the right solution that can fit your

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needs. Whether it’s highly sophisticated customer service, or something that

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is really impressive and different, we would love to work

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with you on those things. No matter if it’s on

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premise or in the cloud, there is something here for

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you. Now if I talk about Microsoft a little bit,

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we’ve got a very long- running relationship with Microsoft. This

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partnership has extended through many integrations over the years, and

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a lot more yet to come, and really beyond simple

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stream pop, we’ve had an integration stretching back all the

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way to Microsoft Communicator. And some of that Microsoft technology

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has evolved over the years, and we’ve really kept pace

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with it to deliver new use cases as we go.

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There is a lot more to come, so please stop

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by regularly at Genesys. com. You’re going to see a

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ton more integrations in the Microsoft ecosystem that have already been

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delivered or are coming shortly. And with that, I’d like

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to introduce Mike. He’s going to tell you a little

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bit about a problem space, why this is important, what

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we’re doing with Teams, and how this is going to connect all

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together. Yeah, so great to see so many of you

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using Microsoft Teams. Thanks, Chris, for the introduction. Yeah, for

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those of you who are familiar, Microsoft Teams is kind

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of the latest generation of communication tools that are a

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part of Microsoft 365. Starting from a lineage of Microsoft

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Communicator, probably about 13, 14 years ago. Microsoft Teams is

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the latest iteration and really it’s kind of designed to

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be this one stop shop, this tool that integrates all

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different communication modalities into one place, coupled with a number

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of different apps and integrations to make those experiences better.

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I think the hallmark of Microsoft Teams is really the

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ability for teams to come together in groups called teams,

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and that they can have this ability to collaborate, communicate,

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to put all their text messages in this open space

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where if you’re a new member joining a team you

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can come in, you can see all the communications and

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things that have happened as part of that overall communication

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experience like you’re having. Of course, another major capability is

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meetings, supporting audio visual meetings, the ability for people to

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get together, even supporting things like live events and the

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like. I think the other real hallmark of Microsoft Teams

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is that we’re trying to simplify work by bringing in

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applications like Excel, but then also other applications like whether

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it’s Trello or other things that you can bring into

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your team’s workspaces so that you have everything at your

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fingertips, all that knowledge and all those sets of tools,

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all in one place, available for your teams to go

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access and pull together. So really built on this philosophy

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that communication works best when things get integrated and pulled

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together, which is definitely a corresponding philosophy that we have

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with the Genesys folks as well. Now Microsoft Teams, having

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been introduced about four or five years ago, has established

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itself as really the fastest growing app in Microsoft productivity

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app history, seen a lot of users coming into the

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platform. Now we just recently reported that we’ve got over

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115 million daily active users, so these are 115 million

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folks coming in, maybe getting a meeting, doing some one

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on one chat, going into their teams groups, coming together

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and really collaborating inside of one space. Of course, we’ve

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also seen the set of meetings that folks are having

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also grow quite considerably, over 200 million meeting participants in

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just one day, contributing about 5 million meeting minutes. So

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there’s a lot of conversations that are going on inside

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of Microsoft Teams, whether it’s in that meeting, or whether

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it’s something that maybe you’re having through a one- on-

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one chat or through a group chat and the like.

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So that’s really seen some things that are happening with

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Microsoft Teams. Now of course, this isn’t happening inside of

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a vacuum. Due to the pandemic and due to the

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remote work, we are seeing more and more employees coming

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together, connecting from diverse environments, connecting from home. Due to

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a study from Buffer. com, for example, we find that

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about 80% of your knowledge workers are probably connecting from

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their home offices and those kinds of things. Of course,

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this is because they shift back and going to change

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but doesn’t really change the reality of how we should

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think about productivity. We’re finding all kinds of things that

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we’re going to talk about, about how people are connecting,

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whether you’re a support agent, whether you’re a knowledge worker,

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whether you’re an engineer on a team, in terms of

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how that actually impacts how teams come together and how

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they go communicate. So we’ve been doing a lot of

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research and doing a lot of things that we’ve been

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able to connect together from what we see amongst our

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user base inside of Microsoft Teams. I guess the first

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thing that we’re going to find is that actually, people

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are spending more time focused and centered on work for

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better for worse in some regards. The average amount of

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time that people spend connected to their devices has increased

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by an hour. So maybe they’re getting an earlier start

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by looking at their phone, or looking at their laptop,

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or maybe they’re getting a later start, at the end

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of the day checking up and finishing up on their

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work. Of course you can probably imagine why this might

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be the case. More people have diverse situations for… Maybe

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they’ve got kids at home that they’re also working with,

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or maybe they’re taking advantage of increased flexibility or all

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kinds of different reasons, but what we’re seeing is that

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the sense of the work day is actually expanding. I

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think the other big thing is we see more work

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happening on the weekends, more people connecting into their work

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and those kinds of things as well, which again is

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another one of those trends that maybe nobody really enjoys

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or likes or those kinds of things. But it’s people

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seeking out more different times to contribute, to go put

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in some different types of work into the system, maybe

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doing it on a weekend if maybe they’re not working

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as much during the work week. And so for all

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these reasons, the real fundamental nature of how work is

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happening is significantly changing. And of course, the other thing

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that I think we’re going to experience is that we’ve

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seen that 82% of managers will have more flexible work

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policies after the pandemic. So even once everyone gets back

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to their offices of course that’ll be a great thing.

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It’ll be great to see colleagues again in person, to

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have those in person meetings. That’ll be fantastic. But there’s

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a real flexibility that comes from being able to work

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from more locations, if you have offices in different locales

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and those kinds of things, to really help people take

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advantage of that. So we expect that some facet of

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this need to have flexible ways to connect with people,

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flexible times, all those kinds of things, those facets are

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really here to stay. So the problem that’s really before

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us, whether it’s Genesys, whether it’s Microsoft, is how do

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we help people make the most of the time that

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they actually contribute and that they actually communicate and work

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inside of meetings, inside of their communication tools, whether they’re

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taking support calls and the like, how do we help

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them be more productive for the moments that they’re actually

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able to spend connecting with one another? We’re also finding

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quite a bit about the nature of meetings itself. Yes,

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we have so many people inside of meetings, yes, there’s

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been a lot of great growth in some regards, more

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people taking advantage of Teams’ functionality to remotely connect, but

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we actually do find that a lot of people actually

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feel more fatigued from a day full of an hour

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full of meetings. So if you’ve got eight hours in

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the day of video meetings, as at least some of

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us have, I know I have, that can actually feel

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more fatiguing than maybe just eight hours of in- person

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meetings and the like. So I think it’s incumbent upon

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all of us to really think about the different types

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of facets that really come together to help people be

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productive. And one of them is okay, encourage people to

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take breaks, encourage people to maybe sit in for two

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hours of meetings, take a break, have some focus time,

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maybe more of an ability to get work done. I

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think the other side of this is that people still

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feel like a bit of a missing connection to their

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colleagues and the like, that they’re maybe not getting as

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much face time as they might have had ordinarily. It’s

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not necessarily as possible to go pop down the hallway

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and maybe ask your colleague a question. So for all

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these different types of reasons we’re really fundamentally trying to

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shape the experience so that we help people feel more

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connected, and help people feel less fatigued as they go

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about their work. Now one of the ways we’ve done

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this is by improving the in product features of Microsoft

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Teams, so we have this capability called together mode, which

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is in Microsoft Teams. What they really facilitates is helping

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people feel less like there’s a wall of faces that

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are staring at you, maybe so to speak. By having

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the together mode where it emulates a physical in person

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room, we actually studied users and found that just this

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simple technique actually reduced the overall load that people were

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seeing inside of their meetings, the overall stress that they

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had. So simple things like that can go a long

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way. No substitute for some of the cultural policies of

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encouraging people to maybe not take so long and have

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back to back to back meetings, but all these kinds

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of tools together kind of just really demonstrate the need

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for focus on people’s productivity and focus on the different

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scenarios where people are coming together. Now the other way

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to help people stay focused is to deliver this concept

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of integration, and integrated work spaces. As I mentioned, this

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is something that is a hallmark of Microsoft Teams. It was

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really built with this idea that people become more productive

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when you have all the tools all available in the

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right spaces. Whether this is a bit of key information,

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maybe a profile of a particular person that you might

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not know inside of your company, but you want to

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know a little bit more about what kind of role

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they have, what kind of organization that they’re in. Just

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those little facets of getting those details into one place

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can improve overall net productivity. So as you can see,

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Microsoft Teams was really designed with this philosophy to make

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it possible to bring in third- party tools, to bring

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in maybe an application and those kinds of things, maybe

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to empower people to go build their own application through

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an application we have called Power Apps. But there’s just

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this underlying philosophy that the more applications get connected and

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the more that they’re integrated together, the more productive everyone

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will be. This is something I think Genesys also has

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looking to incorporate into their product philosophy as well, as

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you’ll see in just a little bit. Now, the benefits

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of integration are very real. We think that people can

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save time and money, that if you integrate these applications

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together, if Genesys for example pulls in more information in

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to its product to help people make decisions more quickly,

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you can save people about two weeks a year, somewhere

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between 65 to 108 work week hours, just by connecting

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these tools together. This is really, maybe to use an

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analogy like football, they sometimes say football’s a game of

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inches, productivity a lot of times is really a game

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of minutes. By saving people five minutes here and there

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as they work to go connect their applications together, that

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can really add up to that significant 65 to 108

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hours of time that they can save in a particular

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year. So by integrating the right tools in the right

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places, by sparing people the need to go switch into

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a different application, and go sign in, and go find

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their contacts, you can actually save people and make them

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more productive. I think the other benefit that you get

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from integration is this idea that people can stay focused.

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Every time you have to switch between applications, every time

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you have to go pop out to something different, you

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lose your focus. And I think as we all know,

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and maybe understand personally, sometimes retaining that focus of you’re

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in that Word document creating something, you’re working on a

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customer, you’re working on a support case. If you can

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avoid people having to switch between applications and take away

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their focus, you can actually make people more productive all

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up in general. For me personally, I would also say

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that that would also lead to happier employees too, in

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the sense that they’re able to really focus on the

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situation and get things done, by virtue of bringing everything

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into one space. And so 90% of employees, they experience

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productivity gains, they experience the benefits of being able to

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not have to spend so much time hunting for information

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or connecting applications together themselves. It could also reduce overall

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time spent in support, this is internal support. If they

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can actually find all the answers at their fingertips, that

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reduces the overall need internally to reach out, ask for

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more help, ask for more support tickets and the like

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and those kinds of things. So the benefits of integration,

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they’re at times maybe a little subtle. You’re saving people

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five to ten to fifteen to twenty minutes at a

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time, but it can really add up to a real

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benefit and a real increase in overall productivity. So like

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I said, I know this is a philosophy that Genesys

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also has, of integrating applications together and really supporting the

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entire workflow of support and helping everyone involved in that

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process get benefit from that overall increased integration. Right, Chris?

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00:19:13,260 –> 00:19:16,530
Totally agree, and I think you see that our philosophies

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are completely aligned, and it is that game of inches,

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so to speak, where increments will improve and you people on

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the phone, this. The measures that we had in the

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contact center do often come down to minutes and seconds,

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and that’s how you make these use cases for new

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technology, for better customer experiences. I think really summarized it

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really well, particularly with some of those high metrics. And

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really, from our perspective, what it comes down to is

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that disconnected customer experience. And that can lead to frustration

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on both sides, it leaves frustration on the agent’s side,

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it leaves frustration on the customer side, and really the

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ability for your brand to handle those highly emotive or

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complex inquiries really can be the difference between holding on

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to that customer or losing them forever. It’s also the

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difference between retaining talent in the contact center and not,

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and that has a high cost associated with it as

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well. Every time that you have an employee leave, you’ve got

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to replace them with someone that is equally as good

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that needs to be trained, and that’s an expense that

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really you just don’t need to worry. Why do they

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do that? Why do employees leave? Well, we’ve noticed through survey

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but also from feedback from our customers, that it can

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be for employees the difference between having the tools that

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do the job so they can get on with the

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business of two or three great experiences, and not. If you’ve got happy

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employees, they do tend to stay. So when I get

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to this, what is the solution that we’re talking about

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00:20:48,360 –> 00:20:52,020
here? Well, we think there is a good switch. We

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believe that we can bridge the gap between your entire

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workforce, using the tools and technology that they’re already familiar

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with, and is designed for the job at hand. So much of

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Teams is great at collaboration and some of the features

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that Mike pointed out, it is evolving every single day.

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It is where work happens for a lot of organizations.

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It’s absolutely world class, and we believe that the Genesys

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cloud is also world class too in. It’s built for

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the job, it’s built for purpose, in the contact center.

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Both of these working together is really what we’re talking

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00:21:24,750 –> 00:21:27,930
about today, and that means for our customer, if they

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00:21:27,930 –> 00:21:31,650
need a specialized answer because they’ve got a complex inquiry,

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00:21:31,810 –> 00:21:35,370
or something that’s home critical, that needs decision- making from

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00:21:35,370 –> 00:21:38,100
someone that is not in the contact center. Connecting these

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two things together can greatly improve that. It also means

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that you don’t have to call them back, you don’t

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have to do outreach, which can leave customers with a

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perception of” I don’t know when you’re getting back to

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00:21:49,150 –> 00:21:52,980
me.” Using a connected experience with Microsoft Teams and Genesys

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Cloud, you’re really empowering your agents, or your people, to

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00:21:58,220 –> 00:22:02,600
become omni channel themselves. They’re empowered to service that customer

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00:22:02,600 –> 00:22:06,070
inquiry from start to finish, no matter where that trail

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00:22:06,070 –> 00:22:08,590
may take them, and also it just connects the entire

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00:22:08,590 –> 00:22:12,770
business together. We talked a little bit about some of those soft

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metrics of improving customer experience, as well as an employee

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00:22:17,750 –> 00:22:21,580
experience and were they retaining that, but there’s also hard measures that are

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00:22:21,580 –> 00:22:26,180
improved as well. So, NPS, bottom line financial metrics on

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00:22:26,640 –> 00:22:29,710
being able to lower your cost of acquisition for a

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00:22:29,710 –> 00:22:33,500
customer or cost of maintaining that customer over the customer

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00:22:33,500 –> 00:22:37,870
lifetime value. These are truly impacted by delivering a better

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customer experience. First core resolution, something that we all know

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00:22:41,150 –> 00:22:44,400
really familiar in the contact center, is something that has

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a complete cost associated with it. Every time that you

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00:22:47,710 –> 00:22:50,500
get another interaction, no matter what channel that’s on, that

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00:22:52,250 –> 00:22:57,220
becomes expensive. So we feel we’ve got a solution. We really want

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00:22:57,220 –> 00:22:59,070
to show you what that is. So let me talk

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00:22:59,070 –> 00:23:02,750
a little bit about the integration itself, and then we’re going to go

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00:23:02,750 –> 00:23:06,500
into a live demo with Trey. So what we have

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00:23:06,500 –> 00:23:08,870
here is the Genesys Cloud, with a bring your own

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00:23:09,380 –> 00:23:12,220
carrier approach. What that means is you can connect to

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a carrier of your choice, whether it’s one of the

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major carriers around the world, or a carrier that you

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00:23:18,660 –> 00:23:22,910
want to deliver voice in through a SIP trunk. The

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only requirement, it’s got to be a certified session border

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00:23:25,160 –> 00:23:29,150
controller. Guess what? They’re listed. There’s all of those popular brands

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00:23:29,150 –> 00:23:32,090
are there, audio carriers, et cetera. And that is our

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00:23:32,090 –> 00:23:36,330
link between the Genesys Cloud and the Microsoft cloud. And

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00:23:36,330 –> 00:23:40,100
we have a very, very simple SIP trunk that is

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00:23:40,100 –> 00:23:45,040
there to carry the voice. We also have presence, authentication,

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00:23:45,300 –> 00:23:49,810
user information also connected in this integration too. So we

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00:23:49,810 –> 00:23:53,010
are picking up on the presence in real time, from

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00:23:53,010 –> 00:23:57,290
our soft teams, and showing that in the agent’s desktop in

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00:23:57,290 –> 00:24:00,410
Genesys Cloud. They don’t have to go to a different app, they

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00:24:00,420 –> 00:24:03,070
can see all in the one place, and that’s bi-

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00:24:03,070 –> 00:24:07,950
directional, which is really important, because this really opens up

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00:24:08,180 –> 00:24:12,540
the agent to not bother someone that is maybe busy

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00:24:12,540 –> 00:24:15,630
or not available, or away at lunch. You can set

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00:24:15,680 –> 00:24:19,990
that expectation with the customer. So without further adieu, let’s

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00:24:19,990 –> 00:24:22,240
go and check out the live demo, and then come

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00:24:22,240 –> 00:24:24,320
back and talk a little bit about what we saw.

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And for that, I’m going to head over to Trey, who’s

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00:24:26,980 –> 00:24:31,970
going to take us through a live demo. Thank you

445
00:24:31,970 –> 00:24:39,040
Chris. Can you confirm you can see my screen for me?

446
00:24:46,010 –> 00:24:51,530
Indeed we can. Here we go. So, as Chris mentioned,

447
00:24:51,530 –> 00:24:53,910
this is going to be a quick walkthrough of our Microsoft Teams

448
00:24:53,910 –> 00:24:58,340
integration with Genesys Cloud. The context here is a customer

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calling in requesting information on a mortgage for their second

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home. So I’m going to go ahead and dial into

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the queue. I’ll note that I have a Genesys Cloud

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00:25:06,490 –> 00:25:09,010
agent here, who is on queue. This is a senior

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00:25:09,010 –> 00:25:12,270
CSR for inbound. I also have a Teams user here,

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who is signed in and working solely inside of Microsoft

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Teams. So I’ve got my Genesys Cloud agent awaiting calls

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00:25:20,600 –> 00:25:23,030
and my back office user inside of my mortgage department.

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00:25:23,570 –> 00:25:30,370
So I’ll go ahead and call in the queue. Hello.

458
00:25:30,720 –> 00:25:33,230
Thank you for calling Home Mortgage to connect with a

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00:25:33,230 –> 00:25:41,740
representative. Please press one. Transferring to mortgage department. So the

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00:25:41,740 –> 00:25:46,950
interaction comes in for the agent. Answer. Mute to prevent

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00:25:46,950 –> 00:25:51,810
feedback. So the agent’s connected with the customer, the customer says

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00:25:51,810 –> 00:25:55,630
hi, thank you for taking my call, I’m really interested

463
00:25:55,630 –> 00:25:58,850
in talking to someone about a mortgage on a vacation

464
00:25:58,850 –> 00:26:02,590
home. Agent says great, let me put you on hold

465
00:26:02,590 –> 00:26:04,310
for just a moment and I will go ahead and

466
00:26:04,310 –> 00:26:07,260
find someone who can help you. The agent looks inside

467
00:26:07,260 –> 00:26:13,630
of the Genesys Cloud native directory, looks inside of the

468
00:26:13,630 –> 00:26:16,010
mortgage department and sees, oh, looks like I have a

469
00:26:16,010 –> 00:26:19,950
principal underwriter in my mortgage department. So then the agent

470
00:26:19,950 –> 00:26:24,300
will go to the consult transfer menu, select the Teams

471
00:26:24,300 –> 00:26:30,240
tab, search for the person that they located, and they

472
00:26:30,240 –> 00:26:33,400
see that they’re busy. I want to go ahead and

473
00:26:33,400 –> 00:26:36,220
change the user status in Teams, just to show that

474
00:26:36,220 –> 00:26:39,340
the status is being updated in real time. So I’ll

475
00:26:39,340 –> 00:26:41,850
go ahead and search again and see that Jurgen is

476
00:26:41,850 –> 00:26:47,580
now available. I will execute the consult transfer. I got

477
00:26:50,160 –> 00:26:54,100
the screen pop, the number that comes through, I’ll answer.

478
00:26:54,100 –> 00:27:00,520
The hold music you’re hearing in the background is my

479
00:27:00,520 –> 00:27:04,010
caller on the other line. The agent Trey says thanks

480
00:27:04,010 –> 00:27:06,230
Jurgen, I’ve got a caller on the line, they’re interested

481
00:27:06,230 –> 00:27:09,110
in a mortgage but their vacation property. Jurgen says great,

482
00:27:09,110 –> 00:27:12,080
go ahead and transfer them over. I transfer the call

483
00:27:14,760 –> 00:27:17,650
and the agent drops off of the interaction and can

484
00:27:17,650 –> 00:27:21,380
do all their followup wrap up codes and transition back

485
00:27:21,380 –> 00:27:24,010
to being on queue and waiting for a subsequent call

486
00:27:24,010 –> 00:27:30,740
while Jurgen, the mortgage officer, continues the conversation with the

487
00:27:30,740 –> 00:27:43,050
customer. And that is the demo. Chris, I’ll hand it back to you. Sure.

488
00:27:44,700 –> 00:27:47,840
Don’t let that be understated. That is profound in the

489
00:27:47,840 –> 00:27:50,990
capabilities you can now deliver. If you just imagine for

490
00:27:50,990 –> 00:27:54,590
a second the use cases that you can employ by

491
00:27:54,590 –> 00:27:56,980
connecting these two things together, I think we start to

492
00:27:56,980 –> 00:27:59,970
unlock a lot of potential that really just hasn’t been

493
00:27:59,970 –> 00:28:03,980
there before. It’s also worth mentioning that both of these

494
00:28:03,980 –> 00:28:08,550
products, Microsoft Cloud, the Genesys Cloud are continuously updated. They’re

495
00:28:08,550 –> 00:28:12,760
continually evolving. Genesys Cloud has weekly releases of new capabilities

496
00:28:12,760 –> 00:28:16,730
and new features that really come together. And really what

497
00:28:16,730 –> 00:28:20,690
that means for you is both organizations are raising the

498
00:28:20,690 –> 00:28:23,880
bar, so that you can do something more, something different

499
00:28:23,880 –> 00:28:27,650
with these integrations. We’re also very curious to see what

500
00:28:27,650 –> 00:28:29,740
you do and see how you use it, so if

501
00:28:29,740 –> 00:28:33,120
you have feedback, you’ve got comments or questions, we here

502
00:28:33,120 –> 00:28:36,010
are going to try to answer them today. I do

503
00:28:36,010 –> 00:28:38,590
notice already there’s a number of questions in the queue.

504
00:28:38,590 –> 00:28:40,230
So we’re going to get to those in just a

505
00:28:40,230 –> 00:28:43,090
few moments, but if you’ve got something that is tickling

506
00:28:43,090 –> 00:28:45,040
your brain, please put it in the chat window and

507
00:28:45,040 –> 00:28:46,510
we will get to it, or try and get to

508
00:28:46,510 –> 00:28:49,090
it, as soon as we can. So what you saw

509
00:28:49,090 –> 00:28:52,990
there was a pretty simple integration between these two clouds

510
00:28:52,990 –> 00:28:56,820
connected by a SIP trunk and some data integration for

511
00:28:57,470 –> 00:29:03,530
again, that authentication for presence, et cetera. But as we

512
00:29:03,530 –> 00:29:06,820
go forward, there are lots of benefits here as well.

513
00:29:06,820 –> 00:29:10,530
So we’re improving the agent experience. They just operate within

514
00:29:10,530 –> 00:29:12,900
the same interface. I did notice a question and I’m

515
00:29:12,900 –> 00:29:16,290
going to get to it in this first statement, which

516
00:29:16,290 –> 00:29:21,520
is the question was, are there plans to integrate the

517
00:29:21,520 –> 00:29:26,030
Genesys Cloud experience inside Microsoft Teams? And guess what, there’s

518
00:29:26,030 –> 00:29:29,180
no reason you can’t do that today with the API

519
00:29:29,180 –> 00:29:32,530
platforms that we have with the Genesys Cloud embeddable user

520
00:29:32,530 –> 00:29:36,690
interface. There are a lot of amazing integrations that we’ve

521
00:29:36,690 –> 00:29:40,670
seen customers do using our platforms. No matter if that’s

522
00:29:41,290 –> 00:29:45,640
Microsoft Teams or a home grown CRM, or something else that

523
00:29:46,340 –> 00:29:49,610
fits your business the best, there is an API set

524
00:29:49,610 –> 00:29:52,460
and a really flexible framework in Genesys Cloud that allows you to

525
00:29:52,460 –> 00:29:55,610
do that. Again, just to reiterate, this allows for those

526
00:29:55,610 –> 00:29:59,160
more personalized interactions, so it used a mortgage example there.

527
00:29:59,580 –> 00:30:01,650
Just imagine that you were on the last day of

528
00:30:01,650 –> 00:30:06,730
closing on your house and something went wrong, and it was

529
00:30:06,730 –> 00:30:10,360
not something the agent could necessarily handle up front. Well,

530
00:30:10,530 –> 00:30:14,440
this solution with Genesys Cloud and Teams allows that agent

531
00:30:14,440 –> 00:30:16,820
to be a bit more empowered, to maybe reach out

532
00:30:16,820 –> 00:30:19,560
to someone that can solve that. There’s nothing worse than trying

533
00:30:19,560 –> 00:30:22,120
to buy a house and something going wrong the last day, it’s

534
00:30:22,120 –> 00:30:25,300
really stressful, one of the most stressful points in anyone’s

535
00:30:25,300 –> 00:30:29,600
life. It’s highly emotive, but again, delivering those great customer

536
00:30:29,600 –> 00:30:33,730
experiences shouldn’t be exclusive to certain brands. You can start

537
00:30:33,730 –> 00:30:39,320
to do that yourselves. Naturally, again, those first contact resolution

538
00:30:39,320 –> 00:30:42,950
is a very simple measure and one that is quite

539
00:30:42,950 –> 00:30:47,520
obvious that is a immediate benefit for enabling this type

540
00:30:47,700 –> 00:30:53,300
of integration, and some of the associated metrics, these really

541
00:30:53,300 –> 00:30:58,050
do lead into revenue targets, which is increased customer loyalty.

542
00:30:59,480 –> 00:31:02,670
Having to acquire a new customer is expensive. Treat your

543
00:31:02,670 –> 00:31:05,280
customers well. We know that for a fact that if

544
00:31:05,280 –> 00:31:08,460
you treat them well, they will spend more with you

545
00:31:08,460 –> 00:31:11,840
over the customer lifetime, and they will be a promoter,

546
00:31:11,840 –> 00:31:14,850
and that is good all round, especially for attracting new

547
00:31:14,850 –> 00:31:19,470
customers as well. And lastly, it decreases effort and operational

548
00:31:19,470 –> 00:31:22,650
costs. These don’t need to be glued together solutions with

549
00:31:22,650 –> 00:31:27,270
a 3, 5, 10 technology stack. The Genesys Cloud is

550
00:31:27,270 –> 00:31:30,300
an all in one platform for everything from workforce, digital,

551
00:31:30,370 –> 00:31:33,510
AI and obviously contact center. And that allows you to

552
00:31:33,510 –> 00:31:37,610
stretch your investment in one product and really deliver amazing

553
00:31:37,610 –> 00:31:42,380
experiences across the lot, including this integration with Microsoft Teams.

554
00:31:42,830 –> 00:31:45,550
Now I also want to say that the ecosystem in

555
00:31:45,550 –> 00:31:50,580
Microsoft is phenomenally large, and we spoke about one sliver

556
00:31:50,800 –> 00:31:53,060
of this integration today, but there is a lot more,

557
00:31:53,610 –> 00:31:56,140
particularly as we look at Dynamics and being able to

558
00:31:56,140 –> 00:31:58,670
tap into the rich data set that you might have

559
00:31:59,340 –> 00:32:02,710
within Dynamics. You can start to do some pretty amazing

560
00:32:02,710 –> 00:32:08,370
things. You can do screen pop, obviously with Dynamics, but

561
00:32:08,370 –> 00:32:10,900
you can also do some smart routing. You can use data

562
00:32:10,900 –> 00:32:16,580
actions in Genesys Cloud to dig into the entire dataset

563
00:32:16,580 –> 00:32:19,320
that you have in your CRM systems, and use that

564
00:32:19,320 –> 00:32:22,110
for smart routing. What does that mean? Well, it means

565
00:32:22,110 –> 00:32:26,130
we can start to deliver those interactions like a phone

566
00:32:26,130 –> 00:32:29,410
call to an agent with all the context so that

567
00:32:29,410 –> 00:32:31,910
that agent may even be prepped to say, the last

568
00:32:31,910 –> 00:32:37,270
interaction actually happened with someone in a different department using

569
00:32:37,270 –> 00:32:42,440
Microsoft Teams, and that is vital as well. Beyond Teams, there’s a

570
00:32:42,450 –> 00:32:45,370
lot more going on in the Genesys portfolio. Azure is

571
00:32:45,370 –> 00:32:48,110
a big part of our strategy, being able to provide

572
00:32:48,110 –> 00:32:50,200
you choice on the platform that you want to run

573
00:32:50,200 –> 00:32:54,270
on, so with the larger Genesys portfolio we’re expanding into

574
00:32:54,880 –> 00:32:58,330
those places as well. Now with that, I’m going to

575
00:32:58,430 –> 00:33:03,110
pause, take a breath, and look at some of these great questions. So Josh,

576
00:33:03,110 –> 00:33:05,370
do you want to be our master here and tell us

577
00:33:05,410 –> 00:33:11,140
what everyone is curious about. Absolutely. So to kick off our Q and

578
00:33:11,190 –> 00:33:14,430
A today, I just want to let everybody know that we have a

579
00:33:14,430 –> 00:33:16,960
huge influx of questions, so we’re going to answer as

580
00:33:16,960 –> 00:33:19,320
many as we can with the time that we have remaining

581
00:33:19,320 –> 00:33:22,550
today. However, if time gets away from us, which it

582
00:33:22,550 –> 00:33:25,110
might, we might not be able to answer your questions

583
00:33:25,110 –> 00:33:28,390
aloud. However, we will answer them via email within a

584
00:33:28,390 –> 00:33:30,740
few business days of you putting them into the Q

585
00:33:30,740 –> 00:33:33,370
and A window. So be sure to continue to throw

586
00:33:33,370 –> 00:33:34,750
all the questions that you have into that Q and

587
00:33:34,790 –> 00:33:36,140
A window and we’ll get to as many as we

588
00:33:36,140 –> 00:33:40,440
can. Okay, that being said, I’m just going to start

589
00:33:40,440 –> 00:33:43,760
from the top to bottom, and I’ll mix things up

590
00:33:43,760 –> 00:33:47,490
and ask questions of you all so we can all

591
00:33:47,490 –> 00:33:50,230
get some air time here. I’ll kick things off first

592
00:33:50,230 –> 00:33:54,260
with, we have a series of questions asking about any

593
00:33:54,260 –> 00:33:58,550
plans for future integration, so I guess this might be

594
00:33:59,570 –> 00:34:02,070
in terms of a smaller question, could you talk about

595
00:34:02,070 –> 00:34:05,080
the road map? In terms of integrations, what’s coming in

596
00:34:05,080 –> 00:34:08,480
the future of Microsoft Teams and then in addition to

597
00:34:08,480 –> 00:34:11,680
that, what’s coming for Genesys Cloud? So Mike, I’ll hand

598
00:34:11,680 –> 00:34:14,900
it off to you first. Yeah, I mean I think

599
00:34:14,900 –> 00:34:18,150
from a Teams perspective, we’re always continuing to build out

600
00:34:18,150 –> 00:34:21,300
more integration points and expand the set of applications that

601
00:34:21,300 –> 00:34:24,130
are coming in available inside of Microsoft Teams. One of

602
00:34:25,200 –> 00:34:28,120
the ones that we talked about recently, a couple months

603
00:34:28,120 –> 00:34:31,260
ago, was this new opportunity that we’re still building out

604
00:34:31,260 –> 00:34:33,590
on the Teams side, which is this ability to integrate

605
00:34:33,590 –> 00:34:37,260
with Meetings, so more of an opportunity to bring in

606
00:34:37,260 –> 00:34:39,760
the right contextual information in the middle of a meeting

607
00:34:39,760 –> 00:34:41,610
or in the middle of a call, middle of a

608
00:34:41,610 –> 00:34:44,970
conversation so that, for example, maybe you can see from

609
00:34:44,970 –> 00:34:48,250
your CRM the set of key information or those kinds

610
00:34:48,250 –> 00:34:50,370
of things. And so we’re working with a number of

611
00:34:50,370 –> 00:34:53,610
partners, we’re always working with companies and then of course

612
00:34:53,790 –> 00:34:56,990
working with Genesys as well to explore the opportunities and

613
00:34:57,030 –> 00:34:59,870
the ways to build more integrations, but we’re working on

614
00:34:59,870 –> 00:35:05,500
that core fundamental capability thus far. Across the board, there

615
00:35:05,500 –> 00:35:08,770
are other integrations that are coming to Microsoft Teams in

616
00:35:08,770 –> 00:35:13,450
other ways to go extend the experiences. For example, I

617
00:35:13,450 –> 00:35:18,100
see one question about is there Salesforce integration we have?

618
00:35:18,360 –> 00:35:22,840
At least Salesforce integration now recently available inside of Microsoft

619
00:35:22,840 –> 00:35:25,570
Teams as well, and so there’s always that opportunity to

620
00:35:25,570 –> 00:35:28,620
maybe put together multiple applications that create those really dynamic

621
00:35:28,620 –> 00:35:32,220
work spaces to help people get the answers they need.

622
00:35:32,270 –> 00:35:34,770
But that’s a little bit more on the Teams side.

623
00:35:34,770 –> 00:35:38,130
We’re building out more integration possibilities and working with partners

624
00:35:38,130 –> 00:35:46,630
to go build on top of it. okay? Sorry. Thanks.

625
00:35:46,980 –> 00:35:49,810
I’ll add on to that. On the future of the

626
00:35:49,860 –> 00:35:54,010
Microsoft Teams integration with Genesys Cloud, specifically. We’re really at

627
00:35:54,010 –> 00:35:56,940
version 1.0 right now. We’re very happy to have this

628
00:35:56,940 –> 00:36:00,470
initial release out, and are already getting feedback both from

629
00:36:00,470 –> 00:36:03,330
beta customers as well as early adopters of the integration.

630
00:36:03,890 –> 00:36:05,600
Some of the hot areas that we have already heard

631
00:36:05,600 –> 00:36:07,600
about, and there’s been some questions in the chat already

632
00:36:07,600 –> 00:36:10,810
around a fuller presence sync, which we are working towards.

633
00:36:11,780 –> 00:36:14,820
There’s been a lot of questions around chat and potentially

634
00:36:14,820 –> 00:36:19,160
video integration as well. And then a number of potential

635
00:36:19,160 –> 00:36:23,500
improvements on the telephony side, getting specifically our Genesys Cloud

636
00:36:24,360 –> 00:36:27,320
AWS based edges certified for use with Microsoft Teams as

637
00:36:27,320 –> 00:36:34,430
a potential option, more embedded or integrated call controls from

638
00:36:34,430 –> 00:36:36,900
Teams within Genesys Cloud is another area that we can

639
00:36:36,900 –> 00:36:39,540
look into as well. So there’s a lot of fast

640
00:36:39,540 –> 00:36:42,380
forward and some really good ideas we’re already getting from

641
00:36:42,380 –> 00:36:45,320
the client community and we continue to seek that feedback

642
00:36:45,320 –> 00:36:47,740
here as we’ve really just launched in the past couple

643
00:36:47,740 –> 00:36:51,110
of weeks and will be writing more Roadmap information over

644
00:36:51,110 –> 00:36:55,700
the coming weeks and months. Okay, follow up with that,

645
00:36:55,700 –> 00:36:58,700
Trey. Is there any information that you can give about

646
00:36:58,700 –> 00:37:02,290
potential integrations, in addition to Genesys Cloud for our current

647
00:37:02,290 –> 00:37:08,170
Connect customers? No plan to integrate Teams with Connect at

648
00:37:08,170 –> 00:37:12,480
this time. There is an integration plan for Genesys and

649
00:37:12,500 –> 00:37:16,560
Engage, as well as some other Microsoft- related activities around

650
00:37:16,560 –> 00:37:19,380
Engage, but at this time there’s no plan to integrate

651
00:37:19,380 –> 00:37:26,650
with Connect. Thank you sir. All right, the next question

652
00:37:26,650 –> 00:37:35,780
here… Is there going to be a replay? Yes, I’m going to answer that really

653
00:37:35,780 –> 00:37:39,620
fast, so instead of a reply you’ll have a the

654
00:37:39,620 –> 00:37:41,910
on demands that you can use at your convenience. You’ll

655
00:37:41,910 –> 00:37:44,340
receive that via email from ON24 within the next few

656
00:37:44,340 –> 00:37:46,920
business days. So feel free to share that out. We

657
00:37:46,920 –> 00:37:49,750
would love for you to be able to get that

658
00:37:49,750 –> 00:37:56,140
information out there. The next question is, when the calls

659
00:37:56,140 –> 00:38:00,450
are transferred to Teams, will it still record the sessions,

660
00:38:00,450 –> 00:38:04,210
or will it stop said recording and opened up a new

661
00:38:04,210 –> 00:38:07,930
call recording when it’s transferred, could you answer a little bit about that,

662
00:38:07,930 –> 00:38:19,150
Trey? Can you restate the question? I’m not sure I understood it. It’s about recordings. Yeah. Whenever

663
00:38:19,150 –> 00:38:21,820
a call’s being recorded in Genesys Cloud and you transfer

664
00:38:21,820 –> 00:38:25,340
it from Genesys Cloud to Microsoft Teams or vice versa,

665
00:38:25,400 –> 00:38:28,760
will it continue to record that entire call, or will

666
00:38:28,760 –> 00:38:31,900
it separate them into separate recordings based on the transfer

667
00:38:31,900 –> 00:38:35,800
to each individual system. Yeah, good question, thank you. So

668
00:38:37,130 –> 00:38:41,020
just as a upfront statement, the intended call flow is

669
00:38:41,120 –> 00:38:44,310
one directional for the most part. To send calls from

670
00:38:44,310 –> 00:38:47,030
a Genesys Cloud agent to a Microsoft Teams back office

671
00:38:47,030 –> 00:38:50,380
user, and in that workflow, when the calls hit our

672
00:38:50,380 –> 00:38:54,270
edges, and the calls land on the Genesys Cloud side,

673
00:38:54,360 –> 00:38:57,110
and the agent starts the recording, or the recording is

674
00:38:57,110 –> 00:39:01,330
automatically started, we will continue that recording even if the

675
00:39:01,330 –> 00:39:03,780
call is transferred over to the Teams user and the

676
00:39:03,780 –> 00:39:07,070
agent drops off. So the description I typically use is

677
00:39:07,070 –> 00:39:09,840
so long as the call hits our edges, from that

678
00:39:09,840 –> 00:39:13,610
point forward we’ll be able to maintain the recording. The

679
00:39:13,610 –> 00:39:16,840
other direction is possible, but we won’t be able to

680
00:39:16,840 –> 00:39:20,900
actually have the recording in our system until it lands

681
00:39:20,900 –> 00:39:24,430
on our side, so nothing before it lands on Genesys

682
00:39:24,430 –> 00:39:26,190
Cloud will be able to be recorded, at least from

683
00:39:26,190 –> 00:39:29,390
Genesys Cloud. But again, keeping in mind the typical flow

684
00:39:29,390 –> 00:39:32,450
is Genesys Cloud agent over to a Teams user, we

685
00:39:32,450 –> 00:39:36,610
can handle the recording through that entire workflow. And I

686
00:39:36,610 –> 00:39:40,620
assume the same is said from a reporting standpoint as well?

687
00:39:41,640 –> 00:39:45,450
That’s correct, yeah. And just as maybe a broader statement,

688
00:39:45,480 –> 00:39:49,370
we are leveraging our existing BYOC capability set for our

689
00:39:49,370 –> 00:39:53,140
integration to the SPC that’s then connected to Teams, so

690
00:39:53,140 –> 00:39:58,110
all of the reporting, analytics, recording capabilities that you would

691
00:39:58,110 –> 00:40:03,420
expect from any BYOC connection, or voice interaction that flows

692
00:40:03,420 –> 00:40:06,610
across a BYOC connection are available with the Teams integration

693
00:40:06,610 –> 00:40:12,380
as well. Awesome. Well hopefully that gets that series of

694
00:40:12,380 –> 00:40:21,020
questions answered. The next question here is, from the respectively

695
00:40:21,020 –> 00:40:24,210
interaction tab, how will a call be listed in that

696
00:40:24,450 –> 00:40:35,100
view? If I think I’m hearing the question correctly, there’s

697
00:40:35,100 –> 00:40:40,840
no differentiation or different representation for a call that comes

698
00:40:40,840 –> 00:40:45,920
into Genesys Cloud prior to it being transferred to Teams.

699
00:40:45,920 –> 00:40:50,950
When it is transferred to Teams, there’s not a designation

700
00:40:50,950 –> 00:40:54,840
that it’s been sent over to teams, so I’m not

701
00:40:54,840 –> 00:40:57,880
really sure exactly how to answer that question. I think

702
00:40:57,880 –> 00:41:04,830
the answer is there’s no necessarily differentiation between a call

703
00:41:04,830 –> 00:41:08,290
that is handed off to Teams versus one that isn’t.

704
00:41:08,290 –> 00:41:11,240
That’s an improvement we could look to make. Also could

705
00:41:11,240 –> 00:41:16,550
be done through some of the SIP header in the

706
00:41:16,550 –> 00:41:18,620
way that that a call transferred itself, might be possible

707
00:41:18,620 –> 00:41:20,330
to extract some of that, but as of right now,

708
00:41:20,330 –> 00:41:23,350
in terms of productized view of show me all the

709
00:41:23,350 –> 00:41:26,570
calls that have been sent to Teams users, I don’t

710
00:41:26,570 –> 00:41:29,030
believe we have that, but that’s an interesting suggestion. It’s the

711
00:41:29,030 –> 00:41:34,580
first time I’ve heard that. A big question that everybody really

712
00:41:34,580 –> 00:41:36,820
wants to know, so I might direct this to you, Chris,

713
00:41:36,820 –> 00:41:45,480
is when is this product integration going to be available? This

714
00:41:45,480 –> 00:41:48,130
month, I believe, and Trey’s going to shake his head

715
00:41:48,130 –> 00:41:51,570
one way or another, but the great news is that

716
00:41:51,610 –> 00:41:55,440
we’ve showing you stuff that you can immediately take advantage

717
00:41:55,440 –> 00:41:59,320
of. If this is appealing, please check it out. There’s

718
00:41:59,320 –> 00:42:03,150
a registration page onscreen here. You can get started with

719
00:42:03,380 –> 00:42:09,320
Microsoft and Genesys Cloud and check out the details. There’s

720
00:42:09,320 –> 00:42:11,500
a lot of questions I’m seeing about how the integration

721
00:42:11,500 –> 00:42:15,710
works, about licensing impacts as well, which there’s some good

722
00:42:15,710 –> 00:42:20,520
news on. I think the simple answer you do not

723
00:42:20,520 –> 00:42:23,930
need to consume a pure license for all of your

724
00:42:23,930 –> 00:42:27,440
Teams agents. That’s one of the real big advantages of

725
00:42:27,440 –> 00:42:31,760
this type of integration. It’s both Microsoft and Genesys coming

726
00:42:31,760 –> 00:42:35,950
together to have an integration that is beneficial without necessarily

727
00:42:35,950 –> 00:42:39,480
having to charge you licensing for the whole lot. So

728
00:42:39,910 –> 00:42:42,730
please do check it out that page. Trey, I’m not sure that I

729
00:42:42,730 –> 00:42:49,260
add any color commentary there on any licensing impacts. Yeah,

730
00:42:49,260 –> 00:42:51,780
I’ll just note on the first part of the question

731
00:42:51,780 –> 00:42:55,970
about availability. We launched in mid- October, so everything I’ve shown you

732
00:42:55,970 –> 00:42:59,120
today is able to be installed and used inside of

733
00:42:59,120 –> 00:43:02,890
your Genesys Cloud and Teams orgs. So please go check

734
00:43:02,890 –> 00:43:04,660
out the information that’ll be provided as a part of

735
00:43:05,120 –> 00:43:08,740
the links in the webinar. And then on the licensing

736
00:43:08,740 –> 00:43:11,630
side, that’s correct. Maybe to state it in a slightly

737
00:43:11,630 –> 00:43:14,320
different way, our goal is to enable your Teams users

738
00:43:14,320 –> 00:43:16,960
to stay on Teams, and you contact center to stay

739
00:43:16,960 –> 00:43:20,440
on Genesys Cloud, and have those users operate in the

740
00:43:20,440 –> 00:43:23,900
platform that’s most appropriate for them. Technically, we will be

741
00:43:23,900 –> 00:43:27,300
creating accounts in Genesys Cloud for all the Teams users

742
00:43:27,300 –> 00:43:30,690
that are synced over. The reason for that is we

743
00:43:30,690 –> 00:43:33,010
want the agents to be able to use the native

744
00:43:33,010 –> 00:43:36,570
directory search. The minimum license requirement for those users is

745
00:43:36,570 –> 00:43:39,480
communicate, but if they don’t log into our platform, which

746
00:43:39,590 –> 00:43:42,340
we don’t expect most back office Teams users who are

747
00:43:42,440 –> 00:43:44,930
solely operating on Teams to do. We’re not going to charge

748
00:43:44,930 –> 00:43:48,700
you for those users. So we’re technically creating accounts and

749
00:43:48,700 –> 00:43:52,510
they technically have a communicate minimum license, but again, since

750
00:43:52,510 –> 00:43:54,330
they won’t be using our platform we don’t intend to

751
00:43:54,330 –> 00:43:59,680
charge for users. Yeah and real quick on the Microsoft

752
00:43:59,680 –> 00:44:02,060
Teams side, as long as you have a paid version

753
00:44:02,060 –> 00:44:04,600
of Microsoft Teams, as long as you have Office 365,

754
00:44:05,050 –> 00:44:12,300
there’s no additional license on that side. Okay. We’ll go

755
00:44:12,300 –> 00:44:18,660
into our next question here. So does this demo act

756
00:44:18,660 –> 00:44:22,080
as the same for those using a Salesforce CTI on

757
00:44:22,080 –> 00:44:26,110
the contacts on the agent’s side, with the back office use

758
00:44:26,110 –> 00:44:30,440
case demo that you showed? Yeah, I’ll take that one.

759
00:44:31,620 –> 00:44:36,210
The Salesforce client will be able to transfer calls to

760
00:44:36,340 –> 00:44:39,130
the Genesys Cloud account. So this piggybacks a little bit

761
00:44:39,130 –> 00:44:42,160
off of my previous answer in that because we’re creating

762
00:44:42,190 –> 00:44:45,360
native Genesys Cloud accounts for these Teams users, they’re visible

763
00:44:45,360 –> 00:44:50,610
within the call transfer and are targetable for call transfers.

764
00:44:51,180 –> 00:44:54,430
We don’t yet have the badging or presence information displayed

765
00:44:54,430 –> 00:44:58,440
within the Salesforce or other embedded framework clients, but those

766
00:44:58,440 –> 00:45:01,040
are enhancements that we are looking to make. So some

767
00:45:01,040 –> 00:45:04,840
of the workflow is there. This is something that’s popped

768
00:45:04,840 –> 00:45:08,070
up a little more recently and is very interesting from

769
00:45:08,070 –> 00:45:11,810
the perspective of it’s really an integration between three products to some

770
00:45:11,810 –> 00:45:15,140
degree, Salesforce, Genesys Cloud and Teams, and that’s a new

771
00:45:15,140 –> 00:45:17,860
situation for us. So we are looking at our options

772
00:45:17,860 –> 00:45:26,420
but we have partial support for that today. All right,

773
00:45:26,420 –> 00:45:31,370
our next question here. Will chat be part of this

774
00:45:31,370 –> 00:45:33,910
integration as well, or is it strictly going to be

775
00:45:33,910 –> 00:45:38,470
voice capability? Yeah, I mentioned this a little bit in

776
00:45:38,470 –> 00:45:41,820
my response to the what does the future look like

777
00:45:41,820 –> 00:45:45,900
in Roadmap? We certainly would like to have what we

778
00:45:45,900 –> 00:45:49,180
call chat federation. It’s typically the way that we talk

779
00:45:49,180 –> 00:45:50,610
about this and the idea that you can send a

780
00:45:50,610 –> 00:45:55,190
message from one platform to the other. We’re still investigating

781
00:45:55,190 –> 00:45:59,270
that, and the technical feasibility, but it is certainly a goal

782
00:45:59,270 –> 00:46:00,810
that we want to achieve, is to be able to

783
00:46:00,810 –> 00:46:03,420
send chat messages back and forth. I think the most

784
00:46:03,490 –> 00:46:06,290
prevalent use case around that is the idea that the

785
00:46:06,290 –> 00:46:10,330
agent pre- qualifies the Teams user as available, based on

786
00:46:10,330 –> 00:46:12,940
more than just their presence information. A lot of times

787
00:46:12,940 –> 00:46:15,690
people will set themselves to available and then maybe step

788
00:46:15,690 –> 00:46:18,940
away for a moment and being able to send a

789
00:46:19,090 –> 00:46:21,820
quick chat message to say hey, are you actually available,

790
00:46:21,820 –> 00:46:26,060
is useful. It echoes some of the feedback we’ve already

791
00:46:26,060 –> 00:46:28,470
heard from our customers and we are certainly looking into

792
00:46:28,470 –> 00:46:33,780
it. Great. This might be a question for both you,

793
00:46:33,780 –> 00:46:36,670
Trey, and if you want to add to it, Mike, you’re welcome

794
00:46:36,670 –> 00:46:39,180
to. So once the client is on with a Teams

795
00:46:39,180 –> 00:46:41,790
user, and they are currently a Teams user, will they

796
00:46:41,790 –> 00:46:44,350
be able to use all the functions within Teams? For

797
00:46:44,350 –> 00:46:48,980
instance, add people, present, create new teams, share files, et

798
00:46:48,980 –> 00:47:01,090
cetera? I’m going to Sorry, go ahead. Go ahead. From the perspective

799
00:47:01,090 –> 00:47:04,230
of the Teams user, it’s an incoming Teams call and

800
00:47:04,740 –> 00:47:07,780
we’ve been extending the set of capabilities so that users

801
00:47:07,780 –> 00:47:12,300
can multitask and those kinds of things. As they take

802
00:47:12,300 –> 00:47:14,900
a call, they can look at other information inside of

803
00:47:14,900 –> 00:47:17,590
their teams, they can maybe use chat functionality to go

804
00:47:17,590 –> 00:47:23,520
ask questions. So yeah, from the perspective of that Teams

805
00:47:23,520 –> 00:47:26,530
user, it’s a call and inasmuch as they can do

806
00:47:26,530 –> 00:47:32,070
other activities, inasmuch as that’s advisable maybe, they can go

807
00:47:32,560 –> 00:47:37,200
take advantage of those other activities as well. Yeah, and on the

808
00:47:37,200 –> 00:47:40,760
Genesys Cloud side, there’s not yet an integration with any

809
00:47:41,120 –> 00:47:45,150
of the files or other collaboration capabilities of Teams. It will

810
00:47:45,150 –> 00:47:49,370
depend on how the organization wants to deploy Teams to

811
00:47:49,460 –> 00:47:52,870
their user groups, whether it’s just for back office users

812
00:47:52,870 –> 00:47:55,380
or the agents are expected to use Teams as well.

813
00:47:55,800 –> 00:48:00,320
Again, some of this is new ground for us, given

814
00:48:00,420 –> 00:48:03,300
that we just launched the integration, so again, good feedback

815
00:48:03,940 –> 00:48:07,040
but nothing on the roadmap currently for any sort of

816
00:48:07,040 –> 00:48:13,840
file or document sharing between the. Okay. This is more

817
00:48:13,840 –> 00:48:16,630
of I guess an interface question on how interactions have

818
00:48:16,630 –> 00:48:18,930
come in and what they’ll look like. If someone tries

819
00:48:18,930 –> 00:48:22,650
to review previous interactions for the customer or conversation occurred

820
00:48:22,730 –> 00:48:26,810
from Genesys Cloud to Teams, will they appear differently from

821
00:48:27,350 –> 00:48:29,610
the others in terms of a normal inbound or outbound

822
00:48:29,610 –> 00:48:36,220
interaction? Yeah, I touched on this just a minute ago.

823
00:48:36,600 –> 00:48:40,540
There’s no necessarily designation or indication that the call went

824
00:48:40,540 –> 00:48:43,700
to a Teams user. Again, that’s an interesting enhancement that

825
00:48:43,700 –> 00:48:46,380
we could see. Certainly the fact that the call was

826
00:48:46,380 –> 00:48:49,980
transferred and who it was transferred to would be present

827
00:48:49,980 –> 00:48:55,650
as any other interaction. The inbound outbound part of the

828
00:48:55,650 –> 00:48:59,510
question is a little bit more complicated and I think

829
00:48:59,510 –> 00:49:01,630
we’d have to dig into that more deeply for me

830
00:49:01,630 –> 00:49:05,850
to fully answer but again, we are leveraging our existing

831
00:49:05,860 –> 00:49:09,380
BYOC capabilities, which are very popular amongst our customer base.

832
00:49:10,090 –> 00:49:14,270
So all of the capabilities and generally the way that

833
00:49:14,270 –> 00:49:18,310
those interactions are handled is exactly the same for Teams

834
00:49:18,310 –> 00:49:24,810
as it is for our other BYOC connections. And I

835
00:49:24,810 –> 00:49:29,130
will add too, if there’s anything that you want to learn more about today, if we’re

836
00:49:29,130 –> 00:49:31,700
not able to answer them in as much detail during

837
00:49:31,700 –> 00:49:35,080
our live Q and A for answering them aloud, and

838
00:49:35,080 –> 00:49:39,820
you still want additional information, feel free to email us at onlineevents@ genesys.

839
00:49:40,090 –> 00:49:42,650
com, no caps or spaces, and what we can do is

840
00:49:42,650 –> 00:49:45,490
we can set up a more in depth conversation about

841
00:49:45,490 –> 00:49:50,600
the details that you’re wanting to learn more about. Okay,

842
00:49:50,600 –> 00:49:58,230
so next question. I’m sifting through here. Does this integration

843
00:49:58,230 –> 00:50:01,990
use the customer’s direct routing SPC or a Genesys- provided

844
00:50:02,120 –> 00:50:09,970
SPC integrated with Microsoft Teams? It could be either. We

845
00:50:09,970 –> 00:50:14,180
offer SPCs to customers. We typically don’t manage those on

846
00:50:14,180 –> 00:50:16,350
behalf of the customers but we certainly can provide them.

847
00:50:16,830 –> 00:50:19,670
Or the customer can bring their own SPC, either cloud

848
00:50:19,670 –> 00:50:22,580
or premise. We have customers running on premise SPCs and

849
00:50:22,580 –> 00:50:25,990
we also have customers running SPCs in Azure and AWS

850
00:50:26,390 –> 00:50:31,490
and in their own tech stack as well. So lots

851
00:50:31,490 –> 00:50:35,700
of flexibility there, but typically it’s on you, the customer

852
00:50:35,700 –> 00:50:44,310
or partner’s responsibility to manage the SPC. This next question

853
00:50:44,900 –> 00:50:50,540
is about the integration itself. If customers are already Genesys

854
00:50:50,540 –> 00:50:54,310
Cloud customers today, with a BYOC SIP trunk, and they

855
00:50:54,310 –> 00:50:58,080
use Teams as well, is there anything else required in

856
00:50:58,080 –> 00:51:01,410
terms of the service provided that they need to do, or

857
00:51:01,570 –> 00:51:06,300
do they just need to set up with that connection? There

858
00:51:06,300 –> 00:51:09,670
is more required. We are using Azure as the source

859
00:51:09,670 –> 00:51:14,620
of truth for user sync, and the integration will also

860
00:51:14,880 –> 00:51:17,430
need to be installed from the app foundry as well.

861
00:51:18,010 –> 00:51:20,600
We’ve got some really great information in our documentation, which

862
00:51:20,600 –> 00:51:23,720
I’m happy to provide links for in the follow up

863
00:51:23,760 –> 00:51:27,190
communication from the webinar, but I would point primarily to

864
00:51:27,190 –> 00:51:29,680
documentation as a starting point for all of the check

865
00:51:29,680 –> 00:51:31,310
boxes that need to be checked to make sure the

866
00:51:31,310 –> 00:51:37,020
integration works correctly. And when you say Azure you really mean

867
00:51:37,270 –> 00:51:40,690
Azure- active directory, that being the directory where you’ve got

868
00:51:40,690 –> 00:51:43,540
your users listed, which is pretty common if you’ve got

869
00:51:43,540 –> 00:51:49,810
Microsoft 365 or Office 365 deployed, to clarify, Trey. Yeah,

870
00:51:49,810 –> 00:51:52,040
that’s correct. Thank you for the clarification. I should also note that it’s

871
00:51:52,040 –> 00:51:56,670
Cloud Azure, because we’re reliant on skim capabilities, which are

872
00:51:56,670 –> 00:52:00,690
only currently available in Cloud AD, Cloud Azure AD. Yep.

873
00:52:00,990 –> 00:52:15,150
That’s right. Okay, the next question is, in the timeline

874
00:52:15,150 –> 00:52:18,480
of an interaction we’re going to see the transfer of

875
00:52:19,240 –> 00:52:22,300
Microsoft Teams and the name of this individual that receives

876
00:52:22,300 –> 00:52:24,840
the call in Microsoft Teams. I guess it’s a point

877
00:52:24,910 –> 00:52:30,510
of clarification there. Yeah, so it’s configurable with the SIP trunk.

878
00:52:30,510 –> 00:52:35,940
The inbound DID and caller identification is configurable to either

879
00:52:36,000 –> 00:52:39,010
what I showed, which was a genericized number and name,

880
00:52:39,010 –> 00:52:41,980
or you can use the individual’s name and number. That

881
00:52:41,980 –> 00:52:48,810
can be defined on the SIP trunk. Awesome. In the

882
00:52:48,810 –> 00:52:53,400
future of the roadmap here, will there be any ability to

883
00:52:53,400 –> 00:52:57,570
integrate with power virtual agents within Teams, or has that been

884
00:52:57,570 –> 00:53:04,890
discussed on the roadmap yet? We’ve had very early conversations

885
00:53:05,570 –> 00:53:09,910
about using virtual agents or the bot framework within Teams.

886
00:53:10,810 –> 00:53:14,090
No strong plans at this point. Again, we’re very early

887
00:53:14,090 –> 00:53:18,450
into this integration and really in kind of, I would

888
00:53:18,450 –> 00:53:22,010
say water hose mode, where we’re just drinking in the

889
00:53:22,010 –> 00:53:25,450
feedback from our customers, so it’s a good call out. And

890
00:53:25,450 –> 00:53:28,120
we’ve talked about it a very little bit, but nothing formally to

891
00:53:28,120 –> 00:53:31,650
communicate this time. If I can add to that one

892
00:53:31,730 –> 00:53:35,920
a little bit, our broader plan is to absolutely consume

893
00:53:36,110 –> 00:53:40,470
Microsoft bot framework and integrate that into the Genesys ecosystem.

894
00:53:41,160 –> 00:53:43,270
So if there are those innovative use cases you want to

895
00:53:43,270 –> 00:53:47,120
use the Genesys widgets and have the power virtual agents

896
00:53:47,120 –> 00:53:50,140
up front and then be serviced or connected to a

897
00:53:51,850 –> 00:53:55,280
rep that is connected to Genesys Cloud or Engage or

898
00:53:55,280 –> 00:53:58,900
Pure Connect. Those things are definitely in the wheelhouse, and

899
00:53:59,300 –> 00:54:01,330
we’d like to talk to you more about those ones.

900
00:54:01,920 –> 00:54:05,920
Outside of just having power virtual agent in Teams, there’s also

901
00:54:06,790 –> 00:54:09,330
the bot orchestration, being able to leverage lots of different

902
00:54:09,330 –> 00:54:18,830
capabilities provided by Microsoft and others inside the framework. And

903
00:54:18,830 –> 00:54:22,120
before Josh’s next question, I’ve got to say, this is probably the

904
00:54:22,120 –> 00:54:23,940
most questions I’ve ever seen, and I don’t think we’re

905
00:54:23,940 –> 00:54:29,590
going to be able to get to all of them. There are pages of them, which is really, really exciting. That’s

906
00:54:29,750 –> 00:54:32,170
what I was about to say. I was like… We have time for maybe

907
00:54:32,430 –> 00:54:35,260
one or two more questions but unfortunately we’re wrapping up

908
00:54:35,260 –> 00:54:37,390
here at the end of the presentation. I feel like we’ve answered

909
00:54:37,390 –> 00:54:40,350
a great deal of these, as we’ve answered other questions

910
00:54:40,910 –> 00:54:43,330
but again, I want to stress to everybody, if you

911
00:54:43,330 –> 00:54:47,770
want additional information, and you want that one on one

912
00:54:47,990 –> 00:54:50,940
interaction, just go ahead and send us an email, onlineevents@

913
00:54:51,210 –> 00:54:54,560
genesys. com, no caps or spaces, and we’ll be sure

914
00:54:54,570 –> 00:54:57,310
to set up that dialogue with you. So as we

915
00:54:57,310 –> 00:55:00,460
continue this conversation, with this integration, will Genesys be able

916
00:55:00,620 –> 00:55:04,290
to pull over information from Microsoft’s Active Directory, and vice

917
00:55:04,290 –> 00:55:14,730
versa? Yes, in fact Go ahead, Trey. Yeah, so we

918
00:55:14,730 –> 00:55:18,750
in fact are dependent on Azure Active Directory. For our

919
00:55:18,750 –> 00:55:21,340
integration specifically, there’s only a couple of fields that we

920
00:55:21,340 –> 00:55:24,830
need to be populated; however, we know that our customers

921
00:55:24,830 –> 00:55:30,570
are heavily reliant on Azure generally. And Azure’s skim capabilities

922
00:55:30,570 –> 00:55:34,430
are really robust and flexible enough that you as a

923
00:55:34,700 –> 00:55:38,850
Azure admin, or your Azure admins, can sync whatever information

924
00:55:38,900 –> 00:55:41,660
about the individual users down that you want. So there’s

925
00:55:41,660 –> 00:55:44,550
really just a couple that we need for routines integration,

926
00:55:44,550 –> 00:55:48,140
but we fully expect things like location and department and

927
00:55:48,210 –> 00:55:52,460
some of the other relevant metadata about users will also

928
00:55:52,460 –> 00:55:55,250
be synced down as well. We don’t prescribe that because

929
00:55:55,250 –> 00:55:59,700
it’s not necessarily required, but certainly very possible, depending on

930
00:55:59,700 –> 00:56:02,130
how you want to configure users in the sync from

931
00:56:02,130 –> 00:56:08,790
Azure. Okay. And as a point of clarification, when a

932
00:56:08,790 –> 00:56:12,460
call is received by a Microsoft Teams user from Genesys

933
00:56:12,460 –> 00:56:15,960
Cloud, is the number displayed there the number from the

934
00:56:15,960 –> 00:56:18,370
individual caller, or would it be the Genesys Cloud trunk

935
00:56:18,370 –> 00:56:21,080
number that you mentioned? That’s what I was saying, it’s

936
00:56:21,330 –> 00:56:24,520
configurable in the trunk. They can decide whether it’s a

937
00:56:24,520 –> 00:56:28,610
genericized number or whether they default back to the individual users.

938
00:56:28,610 –> 00:56:38,080
Great. Okay, next question. I guess this is specific to

939
00:56:38,080 –> 00:56:40,450
the Microsoft Teams integration. Are there going to be any

940
00:56:41,130 –> 00:56:45,370
capabilities in terms of modifying notification sounds, ring tones, things

941
00:56:45,370 –> 00:56:53,420
like that? I don’t know if on the Microsoft Teams side it would be

942
00:56:54,230 –> 00:56:57,710
potentially possible to customize the ring tones specifically, but I

943
00:56:57,710 –> 00:57:00,960
think through other technologies, bot framework and those kinds of

944
00:57:00,960 –> 00:57:04,480
things, you can definitely add more layers to the integration

945
00:57:04,480 –> 00:57:11,090
for sure. All right. I will say that this unfortunately

946
00:57:11,090 –> 00:57:13,520
will be our last question. I know that we still have

947
00:57:13,520 –> 00:57:16,780
quite a few unanswered, but technically we’ve tried to answer

948
00:57:16,780 –> 00:57:20,510
them through other questions that have been asked. But I will say that

949
00:57:21,030 –> 00:57:23,430
we’ll follow up with other individuals if we haven’t answered

950
00:57:23,430 –> 00:57:25,990
your question via email within the next few business days.

951
00:57:26,470 –> 00:57:29,580
And again, if you want that direct line of communication

952
00:57:29,580 –> 00:57:31,330
just feel free to email us. We’d love to set

953
00:57:31,330 –> 00:57:37,480
up that conversation. So the last question is here, do

954
00:57:37,480 –> 00:57:42,720
you require AAD premiums, or can this be a basic

955
00:57:42,720 –> 00:57:52,480
part of the account that you set up? Yeah, Trey.

956
00:57:55,100 –> 00:57:59,460
I can’t imagine that it would require AAD premium, but

957
00:57:59,460 –> 00:58:04,310
you might know for sure. Unfortunately I don’t. I’m just not

958
00:58:04,950 –> 00:58:08,890
an expert on the different Microsoft licensing tiers, especially when

959
00:58:08,890 –> 00:58:11,460
it comes to AD. I know it works with premium,

960
00:58:11,460 –> 00:58:14,080
but how far down the stack that goes I’m not

961
00:58:14,080 –> 00:58:16,860
sure. We can double check the answer to that question, but I’m

962
00:58:16,860 –> 00:58:25,210
pretty sure that it wouldn’t require AD premium. Awesome. Okay. So, with that being

963
00:58:25,210 –> 00:58:28,090
said, that was our last question. I’m actually going to

964
00:58:28,090 –> 00:58:31,470
hand it back to Chris to talk about next step

965
00:58:31,470 –> 00:58:35,350
in terms of the getting started with this integration, and

966
00:58:35,350 –> 00:58:44,100
then from there I’ll wrap up here in a sec, so Chris, pull us back. Sure. First, thank you to our audience. Without

967
00:58:44,640 –> 00:58:46,730
you guys attending we would not get these many questions.

968
00:58:46,730 –> 00:58:50,500
I’m really heartened to see the interest. Also, to Mike

969
00:58:50,500 –> 00:58:53,840
and Trey, fantastic speakers. I know we’ll be kept busy

970
00:58:53,840 –> 00:58:56,040
for the next couple of days answering all these questions,

971
00:58:56,150 –> 00:58:59,180
so thank you very much. If you are interested in

972
00:58:59,180 –> 00:59:01,930
this integration, it certainly seems that you are, please check

973
00:59:01,930 –> 00:59:04,400
out this link. We have an offer and a campaign

974
00:59:04,400 –> 00:59:08,160
here that we’re just launching. This is the first webinar,

975
00:59:08,400 –> 00:59:11,960
we’ve spoken about it, so please visit this link, check

976
00:59:11,960 –> 00:59:15,210
out some more information about how this works. I’d also

977
00:59:15,210 –> 00:59:17,930
point out that there’s been many, many questions that are

978
00:59:17,930 –> 00:59:21,800
in our Genesys Cloud resource center. So if you haven’t checked out

979
00:59:21,800 –> 00:59:24,480
the resource center, please do. It tells you all about

980
00:59:24,480 –> 00:59:27,090
how to configure Genesys Cloud, some of the features that

981
00:59:27,090 –> 00:59:30,460
are available and also the other integrations that are available

982
00:59:30,460 –> 00:59:33,240
through Genesys Cloud that you might want to glue together

983
00:59:33,680 –> 00:59:37,510
to create that next generation experience. So from my house

984
00:59:37,510 –> 00:59:40,480
probably to your house, thank you very much for attending.

985
00:59:41,070 –> 00:59:42,980
Look forward to speaking to you all again in the

986
00:59:42,980 –> 00:59:49,620
future. Thank you so much. So, with all that being said, we’re going

987
00:59:50,000 –> 00:59:53,510
to go ahead and wrap up today’s presentation. So don’t

988
00:59:53,510 –> 00:59:55,760
forget to take advantage of the link Chris just mentioned. We’ve

989
00:59:55,760 –> 00:59:59,840
also got additional resources within your resource list that will

990
00:59:59,840 –> 01:00:02,150
expand on today’s topic of not only integration but give

991
01:00:02,150 –> 01:00:05,530
you additional information about the Microsoft Teams connection with Genesys Cloud.

992
01:00:06,600 –> 01:00:08,710
So be sure to click on those reports they they’ll

993
01:00:08,710 –> 01:00:11,350
open up in a new tab. Also as a friendly

994
01:00:11,350 –> 01:00:16,160
reminder, we do appreciate your feedback, so I know today’s

995
01:00:16,280 –> 01:00:19,030
session, based on the number of questions, everybody was interested

996
01:00:19,040 –> 01:00:21,010
so we would love to collect your feedback about how

997
01:00:21,010 –> 01:00:24,200
we can improve these conversations for the future, so if you

998
01:00:24,200 –> 01:00:27,560
don’t mind filling out that brief survey, we’d love to

999
01:00:27,560 –> 01:00:32,170
incorporate that feedback into upcoming digital events from Genesys. Also

1000
01:00:32,170 –> 01:00:34,070
know that this was recorded, so you’re going to receive an

1001
01:00:34,070 –> 01:00:37,130
on demand recording via email, within the next few business days from

1002
01:00:37,280 –> 01:00:40,030
ON24 that’ll have full playback capability so you’ll be able

1003
01:00:40,030 –> 01:00:43,360
to pause, play, expand your screen just as you were

1004
01:00:43,360 –> 01:00:44,900
in the live session, so you can take any kind

1005
01:00:44,900 –> 01:00:47,440
of screenshots or anything like that, it will have, again, full

1006
01:00:47,440 –> 01:00:51,170
playback capabilities and that will be available to you within the next

1007
01:00:51,170 –> 01:00:54,730
day or so. And lastly, be sure to check out

1008
01:00:54,740 –> 01:00:58,230
our Technology Focus podcast, Tech Talks in 20, located at

1009
01:00:58,290 –> 01:01:00,330
the widget below, if you want to hear more about

1010
01:01:00,330 –> 01:01:03,100
what Genesys has to offer in terms of Genesys Cloud

1011
01:01:03,100 –> 01:01:08,270
or the other products within our portfolio. Be sure to

1012
01:01:08,270 –> 01:01:10,970
check out that widget below, where you can hear bite- sized

1013
01:01:10,970 –> 01:01:14,990
episodes. And with all that being said, on behalf of

1014
01:01:14,990 –> 01:01:17,990
Chris, Mike, Trey and the entire Genesys team, thank you

1015
01:01:17,990 –> 01:01:21,490
again for joining today’s webcast, Integrate Microsoft Teams with Genesys

1016
01:01:21,490 –> 01:01:23,840
Cloud. Until next time, have a good one, everyone.