>> Live from Orlando, Florida It's the Cube covering Enterprise Connect twenty nineteen. Brought to you by five nine. >> Hello from Orlando, Florida At least Martin was soon met a man, and the Cube was here for day. Teo of Enterprise Connect twenty nineteen. We're excited to welcome to the Cube for the first time. John Hernandez, the CEO of Intelligent John. It's great to have you on the program >> for having me, >> So give our viewers a little bit of an overview. I love the name sell agent as a market average. Fantastic. I get the contacts. Tell us a little bit about intelligent. You guys have been around for a long time. What is it that you do and your relation to enterprise communication? >> Absolutely so at the heart of it. The company started as a CR M company, and then in two thousand five, when sales force was just dominated, the C R M space, the company decided to pivot to marketing. And so the data has been the core of the platform since the beginning of the company that allows us to have so much intelligence of not only what we're marketing to the individuals, because at the end of the day. It's a marketing cloud. Application is we also have all the transactions, every hotel that's been booked, every grocery that's been purchased in the database. So we have so much insight on that consumer weaken, then serve up important ai ai capabilities like, What's the right offer? What's the right time? What's the right day and what's the right channel? My daughters on Instagram. I'ma text guy. You're an email guy that makes it all come to a life of trying to drive products and services to consumers. >> Yeah, I love that. Because you're right. It's a different people. You need to communicate different ways. You know, we've been talking at this show with contact center people. It's like Omni Channel well, voices still super important in the contact center. You know, you have any general trends you can share without, says Oh, you know what's the best way that you know what's working? What, totally failing a za >> middle aged contact center guy myself. I've been in call centre since ninety five and development of um so no, the space. Really well, So some people have been asking, what's a marketing cloud company doing it. Enterprise connect right? The reality is marketing, sales and service are starting to converge in all companies, right? The marketing department can't be in a silo anymore of driving offers to consumers without the inside sales people or the service people knowing what's going on. So we're here working with folks like Five Nines Joint customers success where we're driving campaigns and offers to consumers. And when they come to the Web sage or they call the call center or they send an email to the company. Five nines is catching that that that stuff coming in. But now we give them context. I'LL give an example. Bill dot com is a joint customer of five nines and ourselves. Five nines Does the call center we do. So they do the service and sales departments. We do the marketing, so we're pushing out offers that air personalized ifit's a contractor. They get a different few. If it's a consumer doing a bathroom remodel, they get a different view. And so it's all personalized him Now when they come to build dot com, five nines catches it and guess what? We can apply a eye on top of it to help the humans because we look at it and say, Hey, is it a contractor looking at a bathtub? That's probably a bathroom remodel. Let's get that to our highest and sales person. Like if it's a consumer looking for a faucet replacement, just satisfy that on e commerce, right? So break beautiful handshake between five nines and us, >> and that relevance is absolutely essential, as we are all consumers every day, so easy to buy things from wherever we are, right. But we also want to make sure that what we're getting because retargeting is so popular, were getting ads all the time, and it has to be relevant. So one of the things about relevance that kind of piqued my interest that you said, is a is a scene that stew and I heard yesterday, and that is that the contact center and marketing are often not communicating, and you think of how is the contact center? How did they have the content to be able to deliver it to your daughter on instagram you through text to through phone what you're seeing from a trends perspective about marketing and really as an enabler of the contact Center >> Yeah, yeah, you know, sales and service has always been closely connected, but marketing's always been off on the side, And why we're seeing a growing trend is this whole convergence of consumer experience. All CX experience, right? Everybody's talking about it, but the reality is tough to do. And so what we see happening is the CMO, or the marketing department is typically leading the charge on the strategy. But it's the sales service and departments that are buying the tech, so making sure those things are coming together to drive that relevancy is so important. Other example between us here is a is a company called Cool Blue Cool Blue is an online electronics reseller to consumers, and they saw a massive problem with returns. So we looked at the data with him, said, You know, the source of the prompt seems to be that consumer doesn't know to what to do with that product. You just sold them. So we put into an email campaign in a text campaign, an embedded video that allows them to just when that product arrives to the home they get an email with. That video dropped thirty percent on reduction of of returns Massive r a y for that customer. Well, now you got a call center agents sitting idle, right, waiting to take calls. But they're not coming now for returns. So I guess what they did. We worked again with the call center guys on the inside sales team. Put a campaign on the web site identifying things that you would be interested in and created up sells the biggest one. That was a success. Mobile plans. So we have the ability to say, Put in your phone number and your name, and we guarantee we'LL call you in thirty seconds. Put it into their outbound dialer and five nines. Boom. They called twenty eight percent conversion of >> mobile plans. Yeah, love that. When you talk about, you know, how do we reduce the load on the workload? But they know. What do I do with the work force? Do I have to retrain them? Do I have to move them? One of the big themes that the show here is like OK, aye, aye is coming, you know. Okay, Cloud is here, but a I is coming. Doesn't mean that we're getting rid of people, but it might change some of those environment. Believe there's some aye aye in your platform. Tell us a little bit about how that fits into. >> Absolutely, It's called cell agent Cortex, and it does four things extremely well. So instead of going wide and broad like a Watson type thing where you have a lot of serves, its tune it it is purpose built out of the box to do for keep things. What's the right offer to present what's the right time, day and channel of choice so that you're getting that relevance in there Now when the customer calls the calls that are sends an email or our calls the sales department, making sure that that offer comes up on the agent desktop so they know. Hey, this is what John was just offered, and that's what he's calling about. Don't talk about anything else. Close the deal right? That's the beauty of it. And to the consumer, it's relevant in the timing that matters that's so critical. >> Time is real time communications is key, and we expect that as consumers are more and more and more in power, we have everything and we're demanding, but I want to be able to transact this or find out information on whatever channel that I want, and I want the conversation to be continued. I don't want to have to start over from scratch, >> Isn't that the worst >> is you and I were talking yesterday about one of my recent calls, and it was like ground hog day. Um, and the first thing I think I'm gonna go to Twitter and escalate or miniature. So I want to get your opinion. And I love when you talk about customers with actual business outcomes and metrics that you guys, and especially with your partnership with five nine are delivering. Talk to us about the importance of bringing in customers in terms of development of technology, the A and the partnership with five. Where are those customers at your decision making table? >> Absolutely. So we get the wisdom of the crowds right when we're trying to know where the market's going, what's what's the next digital channel that we haven't even thought of yet? Right? And it comes from the marketers and inside sales, VPs and the service folks. And so we have a board of advisers of clients. We also have partners like five nines. We have marketing agencies, and all of that wisdom comes in to help us in our road map. So we have a backlog of things we want to do. They help us prior ties to make sure we're staying on top of the market trends. And the CX topic of the integration here is one of those things that emerged from our customer. So John, one of >> things we've been poking at is I want to learn from the crowd, but I'm worried about that. I don't want my competitors getting advantage based on, you know, I did something a little better. How do you manage that dynamic of you know? There's privacy. There's competitive advantages >> in most cases, usually rings true all the time. First of all, they're everybody's under India, but you know, that's only as good as the signature on it in some cases. But you make sure and have different organizations that are in different verticals, so there isn't really a lot of commonality, so you get differences of opinion, which is a good thing. But then you're not getting a telecom provider telling a retail shop that's not going to have a summer thanks so that you don't get that overlap. But typically the customers we see are very open and forthcoming because they want to advance their platform to be reflective of their customer base. >> And they have to to stay competitive. Italy One of the themes that came up today a little bit in the keynote panel was talking about internal adoption of tools that's obviously essential for a company to be able to be successful in tow. Have a stellar contact center. What are some of the as you have been around with cell agent for a long time? Teligent has for a long time. What are some of the trends that you're seeing in terms of customers embracing? We have to move quickly. Way have tio figure out what digital transformation means to us, because we've got to make sure that our internal teams who are gonna have the data to make the right decision on the offer's understand and embrace this technology. >> Yes, totally. And so you think about the call center right inside. Sensors, voices, the foundation technology, and it's never going away. I don't care what anybody says, but it doesn't mean you can ignore the email in the chat and all the other things. Same in the marketing world, Email has been the foundation of marketing for a long time, but the digital channels are exploding. And again, my daughters on Instagram, she she's not reading email, so you've got to be relevant in that moment. So internally, we have a diverse workforce that come from the call centre world from the Martek world, different generations. So that way we have the different wisdom of how to use our own tools. Our own platform communicates with all our partners and our customers to make sure we're keeping them up to date with newsletters and >> information. Judge on one of things have been really interesting to watch the maturation last few years is the changing role the CMO, yeah, and especially how digital is impacting them. So I've talked to some C M O's that are like Well, you know, I'm choosing which APS all my field using and how they're involved. The role between the CMO and the CEO goes through back and forth there. You know, a couple of years ago, one of the big analyst from like all the CEOs out of a job, you know, lines of business. They're going to run everything. Well, I think CEOs, they're still gonna have a job for a while, but I'd love to get your viewpoint on CMO digital engagement with tea. And it >> s so what we're seeing more and more of a trend now is the C. M. O. And the marketing department is kind of starting the CX strategy, right? They look at the whole customer life cycle and how we're going to take that on. But they're quickly realizing they can't pull it off without sales service and it. And in most cases, the buy is actually coming from it for the tech stack, the business consulting going to the market tears. And you've got to create that ecosystem of making sure that everybody has relevance in the by decision and all of their objectives, or being met against their key metrics. >> Yeah, Thie. Other thing. Just the role of data. I mean, we've been to Chief Data's officer events, you know? How does how does this play in kind of broader data initiatives inside a customer's >> dolly? It is all about relevance at the time and moment of need, right? You only have that one moment, and what we see is consumers. But your consumer had on. If you have a great experience with your bank and then you go to you, go to your insurance company, have a battle. You're expecting that same experience. Otherwise you're going to defect and go somewhere else. That happens everywhere all the time. So the date is critical to understand how things were going. So we have an integration where in the call center, we can get the NPS score. The Net promoter score. So was it an angry customer where they upset? Did they not like it and return something that's a low score? Takes them out of the marketing campaigns. The worst thing you could do is try and sell him something when they're angry. In the past, you had to hunt for that data to try and manually pull him out. Now it's a fully automated the aye aye, on top of that, and the integration with it's so simple you can pull him out, and when the MPs score goes back up, put him back in. But don't sell him something. Sentiment Knowledge article engaged with them before you try Start selling them again, right? >> Because Turness so easy to do as you mentioned where we have so many choices for whatever. But of course, don't market to me if I'm not happy about this in the NPS score is low. So imagine Net negative Turn and P s. You talked about some of the key metrics that talk about changing role of this GMO marketing is now such a science. Talk to us about how intelligent and five men can help really dramatically reduce that turn and really drive out the dialogue customer lifetime value. >> It all comes down to the data at our disposal and using it in the appropriate time. Right? So, for instance, if we're marketing something to them like a grocery chain marketing people, delivery services, things like that all the things in the grocery store, if they call the call center instead of doing e commerce to try and buy, they need to know what this customer normally buys. So in the databases, every transaction they've ever made in that grocery store put it up on the screen for the agents of the agent can help him through that, or if they had a wrong delivery to the wrong address. Give them the right address at their disposal, don't have them search for things, bring it to their forefront of making sure it happens. And even more important, is a real time engagement. So keeping on that read that retail grocery store as you're walking through the aisles there. It's very easy to see where you're in. The girls start through mobile triangulation through sensors in the store and make real time offers high margin product. Sell that product to that consumer. Send them a coupon in a text or in mountain mobile app. Push. Those types of things are very simple tools that between their technology, five nines and us, we create that CX experience, which is phenomenal. >> Awesome, John. Well, phenomenal job joining Stuart be on the Cube. We thank you so much for your time and talking to us about intelligent in what you're doing this five minute how you're really enabling that phenomenal cx >> Beautiful. I love it. Thanks for the invite >> or Suman a man. I'm Lisa Martin. You're watching the cue