>> Live from Orlando, Florida It's the Cube covering Enterprise Connect twenty nineteen brought to you by five nine. >> Hello from Orlando, Florida Lisa Martin with the cubes to Mina mints here with me, and we're on Day three of our coverage of Enterprise Connect. Twenty nineteen. We've been graciously hosted by five nine this week, talking with a lot of their folks and partners as well about the connected contact center. And we're excited to welcome one of their partners, Choi still to the Cube. Diane Smith, CEO. Diane It's great to have you joining stew and me today. You. So, first of all, I want to say congratulations. Choice Tell twenty fifth anniversary this year as big milestone. Tele Review is a little bit about choice telling what you're doing with respect to Enterprise Communications >> course. Well, as you said, we've been at this for twenty five years, and we've worked across many different business sectors in our industry. We really kind of help from the customers phone all the way into the data center so that complete communications channel, whether it be voice or data services in today's world, is very well interconnected. In the early days, voice with separate data was over here, but now it's all combined together. So we work with all of it. >> Diana, I want one of things we've been talking about this week is the kind of ebb and flow of some of the communication channels. So, you know, this show a number of years ago change from voice, voice, con overto enterprise connect because it was like, oh, is one of one of the analysts That voice wasn't that sexy any more. But today, when we talk, we understand that voice is still very important in all the communication that that twenty five years, you know, I'm sure choice tells gone through a number of changes. S o. How are you seeing these trends? What's important to your users? Let's go from there. >> Well, as you stated, voice really isn't going away. I mean, here we are today, right? So what's not going away? It's a matter of fact. It's even more important because I think in the digital age, people kind of trended away and thought that we could just do email on texting. But we've lost so much with that, and so voices actually becoming even more important. And as this writing now across the data networks, it's even even more sensitive to interruptions and companies that can actually deliver a reliable service. So we've kind of gone backwards to now. We need to make sure it's reliable, but not only reliable. There's so much technology specifically around Contact Center. That's really what's contributing to this. You know this new, amazing perspective about voice. Aye, aye, And all these other items that are really building in efficiencies we just never had before, So this was impossible. >> So how are you helping to educate your customers on there? So many options now, right? And as we hear it, shows like this. And everywhere we go two, especially as consumers. Same thing. So many options, so much choice and so much challenge for contact centers to treat those customers as they know exactly why they're calling what they're doing to get them the right information when they need it. Talk to us about the customers, say some of your customers that you've had maybe for quite some time since you're a storied company helping them to understand and how to transform digitally their communications platform to be able to capitalize on the voices of their customers. >> Absolutely. As you stated, there are tremendous number of choices and these choices are growing every day. There are people here vendors here that were here just last year, not to mention ten years ago. So the options are just so expansive and exhaustive that most of our clients are overwhelmed by it. I mean, they're constantly being called by vendor's every day, and they and then the benefit obviously we're bringing to the table is they don't have to talk to them. They could just talk to us, and, uh, and that's why we're here, too, because there's always something new to learn and is never ending and part of our job. And our role is to make sure we're looking at vendors that we're properly suit each customer because each customer's also very different. There are some consistencies in some areas, but the personality of the customer dictates which vendor would best suit them beyond the technology piece, you know, because it even those technology, it's still people. We're still dealing with people >> that I and I. I love that because if you dig inside an organization and say what kind of problems you're having A. You know, I wish our communications were better and we're talking about a What about with my partners or my customers. Well, communication is something I care about, but most companies are in an expert on communications. I have to believe that's where you come in for a lot of it is that, you know, let them focus on the people in the relationships and not the underlying technology. >> Absolutely ifs and this exactly what we do. So we're looking for the right mix of solutions and right mix of vendors. It's not always the one vendor fits all and so, but most customers have no idea. So we'LL take our customers through a voice Discovery workshop, helped him understand what the landscape looks like and then start narrowing down like the delivery models in which best delivery model fits best for them. >> Can you walk us through that? It takes a bit of a complex environment out here. You talk about customers, they've got their serum. They've got their context than her. They're the w F O wfm type stuff there and that they don't have to worry about choosing all of those pieces. And we've heard that the cloud it does the cloud actually deliver the I can choose my pieces, but it works well together, rather than the old way of kind of taking boxes and manpower to integrate these things. >> It definitely does. I really believe that the next eighteen months, in my opinion, but I believe the next eighteen months are really going to be the tipping point for as a service communications, whether it be contact center or regular U C or all the components. As you mentioned that tack on to that. I've seen a very large customers finally making that turn where before they were kind of sitting back and watching little guys were, you know, moving over small ten twenty thirty hundred person offices. But now you've got thousand people with thousands and thousands of end points that are ready to turn that corner >> and what makes them ready. The fear of being out competed by a smaller, more agile business. >> That's an excellent point, because now the services that are available to small companies are available in the cloud where before you had to spend, you know, maybe million's to get a whole system set up to be able to do a I am workforce management. But now a small twenty person company can have all of those tools at their hands >> itself. That's >> a really good point. >> Yeah, it's Detroit. Do you think about business technology? A lot of that stuff, you know, would sit around for a decade without being changed. Today is a consumer. I'm used to every three or four years, sometimes every two years, or I sign up for one of those plans where every eighteen months I can get the upgrade there. There's a different expectation, and I think we're a little bit more condition, too. Look at new ways. I know I tryto talk to my kids is toe some of the new ways to understand that. So are we starting to move a little faster? Especially in the Enterprise? >> I think so. And certainly some enterprises are ahead of others. Some are more, you know, leading edge. Even bleeding Edge and others are still fairly conservative. But what's exciting about right now is even the companies that are conservative are starting to make that leap. So so that's also part of the story. And I think it's because you know what the technology's been around for a while now. I think that the ass of service communications industry thought this would happen five years ago, and it didn't. But now there's so much stability. There's no underlying infrastructure that's available through companies like Google and A WS. It can enable service provider's like five nine to be having that very strong, reliable and secure backbone to promote the product. >> So let's talk a bit about your relationship. What choice tell is doing with your partnership with five nine? >> Well, way haven't exciting project that we're working on right now. Being from Michigan, we're working with an employment service through the state of Michigan that's located in the city of Detroit. And they have purchased five nines to train contact center agents to be context, injury, people, individual people. Course contact center agent. So thie idea there's ended will help them get jobs in the community and to be fully trained on the platform of five nights. And >> how does choice tell help with that training in that enablement? >> So were there two sort of hand, hold the whole process, provide training network and communicating and make sure that this option at this opportunity get sent out to the community? And so we're working in our community in our state with the local news municipalities, the chief information officers and all the technology people to help bring them to fruition >> when you work with companies and lots of industries. But any verticals in particular that choice tell it may be with eventually with five nine is going to help to transform and bring into this more modern era. >> Definitely manufacturing. You know, Michigan is certainly the manufacturing headquarters, but we have plenty of manufacturing customers and different geography. Zzzz well, but that's one of those you know kind of sat in the back, didn't make that forward move that fast on DH. Now they're really starting to see the advantages of moving to the cloud, the the ability to be nimble and agile and two new fast. So you know, there's not like this huge major commitment in the old days, if you bought a new system, you're gonna live with them for twenty five years, maybe even twenty, maybe less, but not usually. So with this type of technology, we were able to constantly stay up and above and move faster as well deployments and including some of these new great things like a I >> Diana, this show has been one that we've been talking a lot about change and how fast things are moving you talked about. In the next eighteen months, you expect an inflection point toe happen gives a little bit insight. Is Tio conversations you're having at the show some of the key takeaway. If you want people to have that that might not have been ableto in the show this year. >> Well, I think that way shouldn't There's There's so many really great new players out there and getting here helps you get to those companies and actually see them outside of that, You're usually not going to find them so easily. So this is really the place to do that. If you're in this business, you should be here because this is where you're gonna hear about it. No other place. Do you really do that? >> Are there any trends or commentary that you heard in any of the keynotes or, uh, any of the fireside chats the last couple of days? That sort of surprised your teacher interests like Wow, this tipping point, like you were saying eighteen months out, that really surprised you? >> Um, >> I think that, uh, I think the tipping point really, and some of the new things. I mean, we've been talking about for a while. But I think that A I is maturing more now and there's there's more. There's more underlying companies that are doing it as well. So just seeing that actually hit the application is the biggest. The biggest change. So because we've talked about it now, it's actually happening. Do >> you think customers are some of your customers? If you look at ah, large manufacturer out of Detroit or that municipality that you mentioned in Michigan when they hear a I just how does a small company react to a larger company? Are they excited? Are they like, How would we utilize this to our advantage? What's the sort of education piece that you could bring about that technology? >> There's a lot of education because most people think it's going to be some big, exorbitant project, and how can we do that? We don't have enough time to implement it, but with the way most of these organizations are delivering it, they don't have to think about it. And that's the biggest education piece, because I think it sounds a little intimidating at first, and you're thinking it's going to be. There's gonna be a lot of cycles and work planning around it in order to really be able to enjoy it and receive the benefits. But that's not the case. And so there is an education process and helping them envision it. So that's the biggest thing that we're doing is helping them to envision it because they didn't even I think it was possible for them that they didn't need it or what could it do for them? So that's that's the biggest exercise that you have to go through. >> And we're hearing a lot. This show has been on a repeats to if it's not any, any time we talk about a, there's always a conversation of, you know, jobs being taken. But this has really thematically been it's humans plus a it's the humans You mentioned the relationships before that. That's that's what moves the dial. That's where the empathy is. So it's part of that education sort of telling your customers it's not all of these machines and RPI N II that's going to take jobs away. It's actually augmenting what they're able to deliver to your customers >> exactly in a more expedient manner, which was really going to improve customer experience at the end of the day. And that's the real business value. And so, as you're talking about these things and everything has to be associate ID back to what is the business driver? What's the value that they get? You know, technology for technology sake is never good. And so that's part of that envisioning process. Helping customers envision how this can actually impact our business in a positive way and help them do more business. Hopefully right. Improve their profits. Improved >> profits is always good. Diane, Thank you so much for taking some time to joins, too, and be on the cure this afternoon. Congrats again on your twenty fifth anniversary of choice. Tell >> you appreciate it >> for Lisa Martin. For Lisa Martin. I'm Lisa Martin for stupid, and you're watching The Cube from Orlando