Cloud doesn’t have to be all or nothing · 2019-10-08 · Cloud doesn’t have to be all or...
Transcript of Cloud doesn’t have to be all or nothing · 2019-10-08 · Cloud doesn’t have to be all or...
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Cloud doesn’t have to be all or nothingThe amazing benefits of a hybrid approach
Bobbi ChesterSenior Director Cloud Product MarketingOctober 3, 2019
Technology Forum 2019
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Call Center era
2000
CX & Omnichannel era
2010
INTELLIGENT ROUTING & CTI
DIGITAL ROUTINGOMNICHANNEL
A history of CX technology
CLOUDARTIFICIAL INTELLIGENCE
Hyper-personalization era
2020+
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There’s a lot of cloud out there...
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You’re using it today
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… and probably more than you know
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Cloud Benefits
Investment protectionsimpler integrations
Agent utilization + zero learning curve
World class security
Faster innovation
Better business decisions
Seamless customer journeys
Business Teams
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Microservice
Platform API
SDK
Application
Geolocation Analytics —AuthenticationDirectory
Public API
Core application
Partnerapps
Software development kit
Other associated appsCustomerapps
Why so much cloud? APIs
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Let’s define “hybrid”
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Definition
7. formed or composed of heterogeneous elements
9. powered by more than one source of power
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RoutingSMS aggregation
Messaging
OutboundCloud IVR .
Call trees
On premise Managed hosted Public cloud Private cloud
What does hybrid look like
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Getting to cloud:
Deployment and business
perspectives
Business model
Hybrid
Premise customers consume cloud
delivered innovations
Full cloud solution
Premise technology
Status quo. Maintenance,
upgrades & roadmaps
Subscription
Using a cloud financial model
Depl
oym
ent m
odel
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So what does cloud get you?
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Power of a hybrid approach
Add, not replace(digital channels, or new AI services)
Built to work on-premises or hosted (more innovation with investment protection)
Move some on-premises services to the cloud(first step to faster innovation, AI-powered CX)
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So what are some hybrid options?
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Telephony Applications Innovations
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16
Bring your own carrier (BYOC)
Premise PBX or premise carrier
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17
Bring your own carrier (BYOC)
Premise PBX or premise carrier
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Bring your own carrier (BYOC)
Bundled voice
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19
3rd party cloud PBX or cloud carrierBring your own
carrier (BYOC)3rd party cloud PBX
or cloud carrier
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Telephony Applications Innovations
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www
in person
fax
IVR self-service
mailemail text
web chat
social
Lots of ways you engage
phone callwebsite
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www
faxIVR self-service
text
web chat
social
phone call
website
Hybrid application options
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faxIVR self-service
phone call
Voice & IVR applications
IVR menu
Reduction in trunkingInherently set up for disaster recoveryEasier to maintain
Reduction in trunkingInherently set up for disaster recoveryEasier to maintain
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faxIVR self-service
phone call
Voice & IVR applications
IVR menu
WebRTC phonesSupports small or remote offices, work from homeDisaster recovery option
Comes in as PDFDelivered similar to emailReal-time and historic reporting
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www
faxIVR self-service
text
web chat
social
phone call
website
Social applicationsInherently cloud applicationsValue is when you add them as integrated part of your overall engagement strategy
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www
faxIVR self-service
text
web chat
social
phone call
website
Web chat & engagement
Web applicationsMaking it a part of an all-in-one desktop and application for work distribution, reporting, tracking
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Telephony Applications Innovations
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The power of AIIn customer engagement
Next-gen self-service
for customersMatching every interaction to best resource
Driving sales and marketing
efforts
Engaging your employees
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o Chatbots
o Voicebots
o Knowledge center integration
o Pre-built microApps
o Predictive Routing using the power of AI and machine learning
o Context routing
o Real-time controlof the customer journey
o Mobile chat & callback
o Outbound email and SMS
o Virtual assistantso 360 employee profile,
likes/dislikeso Voice of customer,
voice of employee o 1-click forecasting
and scheduling
Here’s the details.
Next-gen self-servicefor customers
Matching every interaction to best resource
Driving sales & marketing efforts
Engaging your employees
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Datasharing
Predictiveengagement
Predictive Routing
Agent assist
Forecasting, scheduling &
training
Journey Channel Customer
Chatbots & voicebots
Journey Channel Customer
Journey Agent Channel Interactions
Journey Channel Customer
Agent Agent Channel
Journey analyticsAI
solutions
Power of AI with common data: sharing
Data Models Customers AgentsChannels InteractionsJourney
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Ready? Great! Here’s what to look for...
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Features!Technology!
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Cloud as an open platform
Customize with API toolkits
Rich core APIs: Agent view, forms, actionsProvisioning teams and peopleClient services task routing
Cloud API data download and push for analytics or processes
1 Build it yourself
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Cloud as an open platformBuild it yourselfBuy and use out of-the-box2
All-in-one applications work bestOmnichannel_voice, email, web chat, messaging apps, SMS, social channelsUnified communications built right inAnalytics, reportingWorkforce management, recording
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Cloud as an open platformBuild it yourself Buy and use out-of-the-boxExtend with 3rd-party products3
AppFoundry Marketplace:Dynamics, ServiceNow and Oracle CRMsFraud detection and biometrics3rd-Party WFM, chat, email and SMSBring your own – bots and AI
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Buy or build?
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Customers, omnichannel
Workforceoptimization
IntegrationsAPIs/developers
Routing, skills
Database, CRM
Buy vs. build debate
The applications and the players
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Traditional mindset for “buy vs. build”
Unique needsRequires IT
BUILDSpeed
CapabilitiesFeatures
FunctionsAdapting to business
needs
BUY
VS.
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Buy vs. build to buy, build & extend
Unique needs
Requires IT
BUILD
Speed Capabilities
FeaturesFunctions
Adapting to business needs
BUY
Buy
ExtendBuild
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Pre-Integrated partner-built apps
AppFoundry.Genesys.com
The picture can't be displayed.
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You don’t have to choose
One solution fits all…• When it’s really three options• Can move between options
Change driven by:• New business needs, requirements• New platform capabilities • New partners and products
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What to look for in a true cloud platform
Purpose-built for the cloud
Robust features
Rich APIs & SDK
Microservicesarchitecture
Broad suite of capabilities
Extensivepartnerships
API-firstapproach
High update frequency
Well-stocked,dynamic appmarketplace
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Your next steps
1. Build a bot workshop2. Take the time and do the
“free trials”3. Ask the questions
Technology Forum 2019
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Go hybrid!And live the cloud life.
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Cloud doesn’t have to be all or nothingThe amazing benefits of a hybrid approach
Bobbi ChesterSenior Director Cloud Product MarketingOctober 3, 2019
Technology Forum 2019