>>the >>globe. It's the Cube with digital coverage of AWS >>reinvent 2020 >>sponsored by Intel, AWS and our community partners. Everyone welcome back to the cubes. Virtual coverage of AWS reinvent 2020 Virtual I'm John for your host. Got a great segment here with two analyst day Volonte and Zia's Carvell who's head principles of zk research dot com. Guys. Great to see you A W s Kino. Thanks for >>coming on. Let's be back in the cube. >>Welcome back. Great to see you guys. Wanna get your thoughts? Um, it's mainly you because we talked with the enterprise a lot. You are leading analyst. You cover a broad range from networking all the way up to the C suite for enterprise buyers and and technology trends. Um, Andy Jassy laid down, in my opinion, what was directionally his next 20 mile stare. The next conquest for Amazon. And that is global. I t spend they locked in the infrastructures of service pass kicking ass. There. Check check. Hello, Enterprise. Different ballgame. What's your thoughts? >>Yeah, they have so much in different areas, obviously. You know, they have dominated cloud instances right there. Mawr compute storage memory. You know insists that anybody but you can see him, um, spreading their wings now, right? I think one of the more interesting announcements was actually what they're doing with Amazon connect. That's their contact center platform. And this is something that I think, Even last year, a lot of people weren't really even sure if they'd be in a long primary in the pocket. People about this market, they were asking, If you really think Amazon's in this, there's something they're experimenting. But we're here to stay. And I think one of the interesting things that they bring to market is, you know, almost unprecedented scale with their cloud platform as well as all the machine learning algorithms. And I think if if you believe that machine learning artificial intelligence is changing, I t. Forever and that's everything from the infrastructure to the network through the applications, then they have an inherent advantage because they have all those machine learning albums built into this stuff that they dio and so they can constantly look at these different markets and disruptive, disruptive, disrupt and take more and more sharing that and that's what they've done. E think that's you know, the context and announcements were great example that they're not doing the telephony things, and, you know, they're kind of bare table stakes. They do that pretty well, but they've just unloaded a whole bunch of ai based features that >>Dave, what's your take on this context center? Because it's not just call centers. I mean, there was a whole industry around call center, unified communications. That whole world. This is about the contact. It's about the person. This is not just a nuanced thing like telephony or, you know, PBX is in the old days. Remember those days? Things is not about the call. It's about the contact. This is what Jazzy saying. >>I think that way had Diana or on early. And I said, I like the fact that their AWS specifically is going after these solutions because several years ago it was just sort of. Here's a bunch of tools. Go figure it out. I think the contact center is I mean, everybody can relate Thio the pains of going through getting rerouted, having to restate all your credentials, not knowing who you are. And so between machine learning, Alexa, Natural language processing, better work flows. I mean there's this huge opportunity toe reinvent the whole call center contact center. So, uh, yeah, I think you called it John. It's a no brainer for a W s toe Really disrupt that >>business. Well, it also puts him in a position. You know, news is breaking on the day of and yet his keynote here at reinvent that, uh, you got Salesforce spying slack for 27 close toe, $28 billion. That's a 55% premium over when they announced it. And that's like a 30 x or 50 x on on revenue. Massive number to confess the message board software. I mean, so So. So. If Amazon can come in and get the context center model, which is not just voice, it's chat, it's machine learning. It's bots. And the innovation to create a step function kind of brings it back into the that integration of user network compute. You know, I just think that it feels very edgy in the sense of edge computing, because if I'm a person, I'm mobile. If I'm a person at work or at home, so there's a whole redefinition Zs, what's your take on this edge? Play from Amazon in context toe the enterprise software landscape. That seems to be, you know, focus on buying companies like Salesforce. >>Well, I think edges really the next big foray for computing. If one of the things and you ask we talked about this, you know, was that the compute, the unit of Compute, has gotten smaller and smaller, Right? We went from data centers to servers to virtual machines, the virtual machines and clouds. Now we're talking about containers and containers on edges, and this requires, um if you if you believe in the world of distributed computing where we're gonna have mawr containers running in MAWR, places on MAWR edges, right. The value proposition where companies is now they can move their data closer to the customer. They could move data closer to the user. And so, if I'm a retailer and I'm trying to understand what a customer is doing, I could do that in store. If I'm Tesla and I'm trying to understand what the drivers doing, I could do that in car, right? If I'm a cellular provider, I could do it by cellular edge. So the edge, I think, is where a lot of the innovation is going to be at Amazon has the luxury of this massive global network. You know, they just announced the number another a number of other local nodes, including Boston and a few other places. So they've got the footprint in place. And this this is what makes Amazon's are difficult to compete with, right? They built this massive network and this all these, no doubt for their e commerce business. And now they're leveraging that deliver I t services. You can't just go build this from the ground up the variety, right? You have to be able to monetize it another way. And they've been doing that with the commerce for a long time. And so it makes them. It makes it very, very difficult for them to capture Google could with Daniel forget about the item. Oh, yeah, so good. Microsoft. Possibly. But they I think that the more distributed compute becomes the more favors Amazon, >>I would add to that if I could, John, I mean, look good. Look at the prevailing way in which many of the infrastructure the old guard is Andy. Jesse calls them. Companies have pursued the edge they've essentially taking, taking x 86 boxes and, you know, maybe made him rugged and throwing them over the fence to the edge. And that really is not gonna play the edges. Now there's not one edge. I mean, there's a very highly specific use cases and factories and windmills. And maybe maybe it's small retail organizations, and whatever it is that those are gonna be really unique situations. And I think the idea of putting a programmable infrastructure at the edge is gonna win. I also think that the edge architecture is gonna be different. It's going to require much more efficient processing to do a I Influencing a lot of the data is gonna be, uh, stay at the edge. A lot of it's not gonna be persisted. Some of it's gonna come back to the cloud. But I think most of it is actually gonna gonna either not be persisted or stay at the edge and be affected in real time. When you think of autonomous vehicles so totally different programming model, >>well, I think that's the point of what I was saying earlier Zeus was talking about Is that it's It's the edges is just different. I mean, you got purpose built stuff. I mean, they were talking by the way they have snowball. So they have, ah, hard edge device. And they got out outpost now in multiple flavors and sizes. But they also were talking about computer vision and machine learning. We're going together for that. The panoramic appliance. I think it was where there's all these different cases to your point, Dave, where it's just different. At the edge, you have the zones for five G. I mean, if you go to a five g tower, that's essentially an edge. Just there's equipment up to this. Radios is transceivers and other back haul equipment. So when you look at the totality of what it is, the diversity, I think that's why this whole idea of Lambda and Containers is interesting. Toe Zia's. When you were saying about the compute sizes being small, because if you could put compute at the edge on small pieces to match the form factor that becomes interesting. I think that's what this Lambda container announcement I found interesting because I see that playing directly into that your reaction to >>that. It actually, um, makes it. If not done correctly, it could make I t much more complex because, um, containers air interesting because they're not like virtual machines. First live in perpetuity. Containers you They're very ephemeral, right? You spin them up to 30 seconds, you spin them up for a couple of minutes that you deprecate them. So at any given point in time, you could have thousands of containers, a handful of containers, millions of containers, Right? But it necessitates a common management. Uh huh. Underlay that could be used to visualize where these containers are, what's running on them. And that's what AWS provides. You know, all the stuff they're doing Lambda and Eks and things like that that lends itself to that. So a customer can then go and almost create a container architecture that spans all their cloud's edges, even on Prem. Now, uh, when Amazon has but still be able to manage it and simplify it, I think somebody's trying to do it themselves. They're gonna find that the complexity almost becomes untenable. Unless you have a Nike organization the size of Amazon companies don't. So we're >>gonna here, we're gonna hear from Deepak singing in a few sessions. He did the eks anywhere. That's essentially kubernetes service on the data center. But look at what they did with eks anywhere and then CCS, which has a common control plane to your point, that's compelling. And so, you know, if you're a developer or you're an enterprise, you might not have If you want to go with this. I t world. We talked about earlier zeros before you came on on our last segment. Most I t is not that built out in terms of capabilities. So learning new stuff is hard, so operating Amazon might be foreign to most I t shops. This is a challenge. Did you agree with that? Or or how do you see that? >>Um, well, a lot of Amazon used, obviously just the interviews and numbers of fucked that right. Um, but I think the concept of in a world where you have that common operating layer that spans it's no longer geographically limited to a data center or to a server. You know, it's it's now distributed across your entire multi cloud or distributed cloud environment. And so one of the important things right people remember is the world is becoming more dynamic and or distributed, and your I t strategy has to follow that. If you're doing things that are counted that you're not only standing still, you're actually going backwards. And so what Amazon is doing is they're allowing companies to be is dynamic distributors. They need to be to be able to maintain that that common operating layer that actually makes it management, because without it, you just you wind up in a situation. Like I said, that's incredible. A lot of people facing that today. And that's why that's why there's this big divergence, right? This five native cos they're going fast and legacy companies that can. >>Guys, I want to spend the next 10 minutes we have getting into more of the business side from this keynote because because I know your research on digital transmission first. I know you know the networking side up and down the stack and all that good stuff, but you've been doing a lot of research around the digital transformation with the cloud. Dave, you just put out a great great breaking and else think your 55th, um, episode on digital transformation with the cloud. It's very clear that Jackie is basically preaching, saying, Hey, Clay Christensen is former professor who passed away. He brought up this whole innovator's dilemma kind of theme and saying, Hey, if you don't get the reality that you're in, you better wake up and smell the coffee. It's a wake up call. That's what he's basically saying That's my take away. This is really this business management lesson. Leadership thinking is super important, and I know we've We've talked about people process, technology. Uh, let's Covad eyes this real quick. Bottom line. What is the playbook? Do you agree with jazz? His point of view here? Um, he's pretty being hardcore. He's like, literally saying adapter die in his own way. What, you guys thoughts on this? This is a true forcing function. This cove, In reality, >>I mean I mean, if you talk about the business transformation, digital transformation, business transformation, you know, what does that mean? I, like, said earlier that the last 10 years about I t transformation, I think the next 10 is gonna be about business transformation, organizational industry transformation, and I think what that means is the entire operational stack is gonna get digitized. So your sales you're marketing your your customer support your logistics. You know you're gonna have one interface to the customer as opposed toe, you know, fragmented stovepipe siloed. You know, data sets all over the place, and that is a major change. And I think that's ultimately what a W. S is trying to affect with its model and has obviously big challenges in doing so. But But that, to me, is what digital transformation is ultimately all about. And I think you're going to see it unfold very rapidly over the next several >>years. What's your reaction? What's your view on on the on Jackie? >>And he talked about his eight steps toe reinvention. Um and e think what digital transformation to me is the willingness to re invent disruptive own business even in the face that it might look horrible for your business, right? But understanding he is there something that I think is true. And a lot of, um, business leaders don't fully by this that if something is good for your customer, they're going to do it, and you can either make it happen, or you gonna watch it happen and then have the market taken away from me because there's a lot of cases you look at how slow you know, A lot of the banks, you know, operated until you know, the a lot of these, uh, cloud native, uh, money exchange systems came around the cape. Alan Ben more and things like that, right? Even retailers Amazon completely disrupted that model. You could say that Amazon killed, you know, Toys R us, but 20 rescue Toys R Us E. And I think there's got to be this hard willingness to look at your business model and be willing to disrupt yourself. And what Kobe did, John, I think, is a taught us a lesson that you have to be prepared for anything because nobody saw this coming. And sure you can. And a lot of companies thrived out of this, and a lot of one's gone away, but that the ability to be agile has never been more important. But you're only is Angela's. Ike lets you be, and that's what that's what. The W. Is going to sell us the ability to do anything you want with your business. But the staff, you have to have the business because they're willing to do that. >>You know, that's a great point. That's so smart. It's crime that's worth calling out. And we were talking before we came on live about our business with the Cube. There's no virtual, there's no floor anymore. So we had to go virtual if we weren't in the cloud. If we weren't doing R and D and tinkering with some software and having our studio, we'd be out of business. Dave. Everyone knows it. Now Get the Cube virtual. We have some software were position, and this kind of speaks directly to what Andy Jassy said. He said. Quote. If you're not in the process of figuring out as a company, how you're going to reinvent your customer experience in your product and reinvent who you are, you are starting to unwind. You may not realize it, but you are. What he's saying is you better wake up and smell the coffee and I want to get your guys reacted. You, particularly you around your experience and research. I've noticed that some customers that had cloud going on did well with co vid and said ones that didn't are still struggling not to catch up. So you're kind of intense. You got some companies that were that were on the wave, Maybe kind of figuring it out, that we're in good position and some that were flat footed and are desperate. Um, seems to be a trend. Do you agree with that? And what's your view on this idea of being ready? What does that even mean to be? Have readiness or >>take, you don't get the data points that Andy threw up there, right? That 50% of the companies that were the global fortune $500.2000 or are no longer here, Right? That Zatz Pretty shocking statistic. And that does come, uh, you know, from the willingness to disrupt your business. And if you got you're right. The companies that had a good, solid class raging in place, we're able to adapt their business very quickly. You could you look at retailers. Some had a very strong online presence. They had online customer service set up those companies didn't find other ones, were really forced to try and figure out how to let people in the store had a mimic. You know, the in store experience, you know, through from, uh, you know, support interface or whatever. Those are the ones that really struggling. So you're right. I think companies that were on the offensive plug to Dover companies that were fully in the cloud really accelerated their business and ones that didn't buy into it. I think they're struggling to survive in a lot of They're gone. >>Yeah, and all that. John, When Jesus was talking about his view of digital transformation, I was just writing down some of the examples to your point. The folks that were sort of had were cloud ready, covert ready, if you will. And those that weren't But think about think about automobiles. You know, there's testily even a manufacturer of automobiles or they software company. Personal health has completely changed over the last nine months with remote. You know, uh, telehealth automated manufacturing. You think about digital cash, e commerce and retail is completely, you know, accelerated. Obviously toe online. Think about kids in college and kids in high school and remote learning farming. You know, we've done a great job in terms of mono crops and actually creating a lot of food. But now I think the next 10 years is gonna be how do we get more nutritious food to people and so virtually every industry is ripe for disruption, and the cloud is the underpinning of that disruption. >>Alright, guys, got a few more minutes left. I want to get your thoughts quickly on the keynote. What it means for the customers that we're watching again. This is not a sales and marketing conference as they talk about. But if you're sitting in the audience, you guys, we're watching and we're virtual um Did it hit home with you? If you're a customer, what did he what? Give us Give the grades. Where do you Where do you hit a home run? Where he missed. Did he leave anything out? What's your take Zia's? We'll start with you. >>Um, I thought it was actually really good Keynote. I thought you did a good job of making the case for AWS. They talked about the open. They have more instances than anybody. So you could do almost any kind of compute in their cloud. I think one of the important lessons variety to is the importance. You can't just do everything. The software right? Hardware Still important silicon still important that, and to meet the needs of very special he needs from things like machine learning and AI. Amazon's actually spending their own silicon very much like Athens doing with their computers. And so if you are going to be a customer service focused company, you need to think of the I T. Stack and everything from the silicon, the hardware through the software, and build that integrated experience to Amazon's giving a tools to do that Now E. Do I would like to see Amazon be a little more, um, a supposed the cloud competitive friendly. The one thing I hear from customers all the time is they love the Amazon tools. They love the optimization capabilities, but you know, if they are adopting some kind of multi cloud strategy, the Amazon tools don't work in Azure and the capital don't work in Amazon. The same with Google, and it would be well within the best interests of those three companies. They find a way to get together and allow their common framework to work across clouds. Amazon's already got a lead that they could do that, and I don't think it's gonna be, but that that is something I think that's still missing from this world is they make it very difficult for customers to move the multi cloud. >>Well, some would say some people are saying, saying that the number one in the cloud I mean, got cloud wars Bob Evans over there saying Microsoft is dominating number one position over everybody else, multiple quarters in a row Now he's looking at revenue and granted. You got a lot of propping up there you got. You know, Windows server and sequel. You got a bunch of professional services, But clearly the I as in past side of the market, Microsoft is, like, way behind um So, yeah, they've got the numbers little legacy in their Microsoft should, and they got a little base. If I'm Amazon, I'm not. I'm worried about Microsoft more than anybody. I think you know, I looking at the Civil War between the Seattle forces. I mean, this is really Microsoft's gotta greatest all base, and they could flip that license deals and >>the cloud is good enough. I mean, it's myself doing very, very well with its classic Microsoft. You know >>they your point. Microsoft is the king of good enough, right? They put out features. They market heavily to the I t pro on. They put out licensing packages, so you're almost foolish to not at least fry their products. And then they do roll it out. So it's good enough and then you live with it for a while. But ultimately, whenever people use Microsoft, they do have an alternative under in there for a very special case. But e don't wanna >>the king of good enough. That's a great line. I love that. I'm gonna use that. But this Babel fish thing for Aurora that is a huge dagger. Potentially, it's an escape valve for customers. They wanna leave Microsoft. But clearly, if Microsoft you're gonna get penalized by running your license on Amazon. >>If our CEO our i t c t, I'd say, Okay, I definitely want to do business with with Amazon. That's what I heard today from Jassy, and I would want to hedge my bets either with Microsoft, especially if I'm a Microsoft shop or with Google's from analytics heavy unquestionably. I'd want to hedge my bets and have some kind of 70 30 80 20 mix. >>Look, if you're Andy Jassy and he's told me my interview, do it directly. I asked this question. He was very forthright. He doesn't hide from the fact that, uh, customers have multiple clouds, but they have a primary and secondary, but they're not gonna have, like, five or six major clouds. Yeah, it's hard to get these teams trained at to begin with. So there's a hedge. There's a supplier leverage. I get that. He's totally gets that. But if you're Amazon, you're gonna have your annual conference. You really don't wanna be in the business of talking about the other guys cloud, you say hybrid, right? It's on my show. You know, like you're competing. This is there's definitely competition between Microsoft and A W s. So you gotta respect that. But yeah, of course. There's multiple clouds called hybrid eks everywhere. Uh, container service. I mean, >>especially global, right? Different cloud providers of different strengths in different regions. You know, Microsoft, very strong in the Gulf. AWS isn't you know. So if you're a global company, um, you know, then you almost by default, have to go multi cloud multiple cloud vendors because of geographic differences. Obviously, China, with its own set of cloud providers. So, you know, smaller midsize businesses could get away with one, but As soon as you become global, you have to use more. >>Well, I'm a big fan of distributed computing. I loved the large scale concept of distribute computing. You got regions. Now you've got local zones. You got I O t edge. You got cloud going on Prem Edge. It's really an edge game at this point. Greater now distributed hyper Put hyper next to anything hyper cloud on your sounds better Piper >>Cube. And the opportunities the cloud providers and Amazon, you know, certainly is leading. This is the ability to take this complex, hyper distributed world and use their management tools toe create a normalized operating simplify What would be an overly complex world about it? >>Okay, we got a break. Just quick plug. There's a big salesforce event coming up on December 10th. Check it out on the Amazon site that that plug in you watching the cube stay tuned for more coverage after this break

>> Live from Mountain View, California, it's theCUBE covering DevNet Create 2019 brought to you by Cisco. >> Hello everyone, welcome back to theCUBE's live coverage here in Mountain View, California for the theCUBE's coverage of Cisco DevNet Create. It's a small, intimate event where we're bringing the cloud native creation world with the DevNet community within Cisco and of course building applications, programming networks, that's the theme. I'm John Furrier, your host, our next guest is Darryl Sladden, senior technical product manager at Cisco, 20 year veteran, built voice over IP systems. He's a coder, he's a builder, he's a creator. Great to see you, thanks for coming on. >> Thank you so much, I'm glad to be here. >> And you're a fan? >> I love being on theCUBE. Because-- >> And the trivia behind that? Share the context, you had a product, you built one? >> Yes, the first product management job at Cisco was building the Cisco Unified Border Element and of course, that became the Cube, so any time you mention Cube inside of Cisco, that's going to be my product. >> The renaissance within Cisco theCUBE is back and we're embedded in there. Of course we're breaking all the borders down, getting the data. Tell us what's going on in your world? Obviously you've seen a lot of waves. I mean voice over IP that you were involved in? >> Yeah. >> That took, that old PBX telephone-- >> Right. >> Got digital, created massive innovation. That's an inflection point moment. We're seeing a few of those big waves happening now. One of them's an architectural changes around IoT, Wi-fi 6, 5G, cloud computing all coming together. This is an interesting opportunity. What's your focus? Where do you fit into all that? >> Yeah, where I fit in is this is a massive change and one of the problem sets that hasn't been solved yet is how do I understand where I am indoors? There's been great solutions that have unlocked huge amount of value with the GPS system outdoors. You always know where you are, a lot of way to find out exactly the right, it always amazes me at how accurate they are at how long it's going to take me to get to the Computer Museum. But how do I know once I've got into the museum that theCUBE is in the upstairs, in the back corner? That's where we need to solve that problem and I think we're at the crux of that. >> Waze is a great example because one of the things I'm amazed by with Waze is how fast they report the incidents that are going on. People are so actively rapid of adding, inputting the data. You got data junkies adding it and there's been some side effects. The side streets are always clogged. (laughing) >> Police always know-- >> So in physical locations where Wi-fi 6 for instance comes out? >> Yeah. >> You're going to have new capabilities in bandwidth and throughput and coverage areas, these dense areas. It's going to create a navigation opportunity for either machines to machines, machines to humans, humans to machines, humans to humans, within a physical construct. >> Yeah. >> How do you see that evolving? Use cases? What's the pattern? >> Right. What I really see evolving is taking advantage of some of the capabilities that have already existed in wi-fi, meaning ranging from individual IPs but some of the new things that are coming with Wi-fi 6 is Wi-fi 6 creates a great baseline but there are new things where, 802.11mc for example, which is an extension of Wi-fi 6, has what's called fine timing measurement. I can now, with these super accurate chip sets, know the speed of light is about one nanosecond to go about three feet. If I have an accurate clock, now I can know how far I am from the APs. >> Yeah. >> And I can solve that in indoor locations. >> So a lot of physics involved? >> A lot of rates of physics involved. >> Alright, so what products are you working on now to make all this happen. Take us through some of the things that are out there that you've got your fingers on. >> Yeah, so what I'm working on is Cisco's new location platform, it's called Cisco DNA Spaces and so what we're focusing on is digitizing that indoor space. So people spend of their economic activity are indoors. Whether it's in a hotel, where they're selling the rooms, or a restaurant where they're selling food inside the spaces, but what goes on in that physical space? People don't have that same level of knowledge that you do on the web, right? When I go to a webpage and I shop for outdoor furniture? The next two weeks I'm followed by ads about outdoor furniture. But if I go to Home Depot and I spend an hour in the outdoor furniture aisle, they don't know about that. Now, it allows you to digitize that indoor space and provide that context for other types of applications. >> So the value, I mean I'm not saying, now they're going to know you actually shopped at Home Depot, now your ad go to Home Depot. (laughing) But the value is not so much in the advertising. It's really in the efficiencies around work, play, office. These are the things that are going to be impacted because, you know, take healthcare for instance? Manufacturing? How people do work? How services are delivered? Just like in the consumer side, we all relate to the iPhone days when oh my god, I can have GPS on a phone. Now I do a mash up on a Google Map. >> Right. >> Are you saying the same thing for buildings? You're going to import like architectural drawings? How do you get all of this built out? What's the playbook? >> Yeah. The playbook really will be starting at the larger buildings that will be put into Google Maps or put into other places where it can start to get really accurate indoor locations and then never losing things, right? Be able to know where you are indoors. Being able to always find your stuff, not only where you are but maybe I put a tag on some of my assets and I always know where they are? The idea of nurses becoming more efficient because they're going to know where that wheelchair is if I need to find a wheelchair to move a patient out of an office. All of these things just become a little bit more efficient but that just builds on a huge scale when that happens at scale. >> Darryl, talk about the impact of this because you built and deployed disruptive technology in the past. For the folks watching, whether it's an enterprise architect or CIO or CEO or facilities manager, whoever, what is the impact of these new location based services to their business? How should they be thinking about it, holistically? >> Yeah. >> What's your view? >> My real view is that you want to look at it from a platform, so you're not going to have one company. Even at Cisco, we're not going to solve every application but what you do want to do is build a platform that's extensible, right? We'll take in data from multiple sources, whether it APs or video cameras, other things, create a platform that normalizes that location, and then opens that up. So that's what happened as the mainframes transitioned to client server computing. Once you start breaking things up? That's really the value and so I think the CIOS and architects out there, shouldn't be looking at point products as much as understanding that a location platform will help them unlock the value moving forward. >> Talk about the data. How is the data traversing through this? Because obviously you mentioned connecting things like cameras and other things? It could be medical equipment, it could be anything. IoT's going to be a tsunami of opportunity, applications that are going to create a lot of opportunity. How should I think about the data flow? And the role of machine learning and data in all of this? Is that going to be a key part of this? >> Absolutely, the way that we're looking at it is there's kind of two groups. There's the ones that are all in on the cloud, and we are offering this as a software as a subscription service so you buy it on a subscription basis and you let Cisco deal with the problems. Of course with a regulated environment of access to the data and backing it up and restoring it and making sure it's well curated. Or you can decide, yeah I want to run it on premises. If you want it on prem you have to understand you're going to have to deal with those same problems of back up, the data will get really large as you start to collect more and more location and how are you going to best extract value from that data? So I think you really want to look at that this is something that's going to continue to expand and do I want to make that a core competence by running it myself? Or maybe turn that over to cloud service? >> So in terms of what's real and not real or what's coming and what's real today? So you mentioned there's some location services as a SAS. Talk about what's available now from your customer standpoint. >> Yeah. >> What can they get going on and what's coming around the corner? >> Yeah, so what they can get going on today is that location services, Cisco DNA Spaces. So if you go to ciscodnaspaces.com there's free trials available, it's a great sort of application. But more importantly, it provides you that initial start, right? What's coming is more and more applications will take advantage of that, right? We got a great one for things like student success, so that you know a student is inside of a classroom and then if he doesn't come to class for a couple days in a row? Oh maybe he needs counseling? Maybe his car broke down? You can start to do these really interesting student success applications as an example of a vertical. So the vertical applications are starting to really proliferate, but what's available today is the platform. >> So you see verticals really booming on this? >> Yeah. >> They're going to take advantage of it? Alright, so just kind of zoom out and put your industry hat on, not your Cisco hat. When you look at wi-fi and 5G or other technologies that are out there, what's the big movement? What moves the ball down the field the most? Is it going to be wi-fi and 5G? Because it seems like, you know, inch by inch, unified communication seemed stalled, now it's got an uplift with cloud, with data, more great user experiences. SD-WAN's been around for a long time and getting a resurgence. I mean campus networking had been around for a long, long time. >> I know. (chuckling) >> People go to stadiums, want to do Instagram and do videos. What's the big technology lever here? What's the big tailwind for location based in-building stuff? >> What I start to see for this is improving standards and improving accuracy, right? Until you get to that point where it's reliable and replaceable and I can really depend on it? It's all a niche product. I think that's been happening for literally the last eight years in this industry. Lots of niche examples of things that have been successful but it hasn't exploded, until you build that platform where I can absolutely, with reliability say, this device is at this point at this time? >> Yeah. >> Then you can start to really expand but that's really-- >> The timing and the through put, to your point earlier? >> Yeah. >> Okay, thoughts on DevNet, just to wrap up. What's here? Going on in the show here? DevNet Create, Susie did a good job of bringing communities together. A lot of co-creation, they're creating new things. This is a new application environment, programmable. What's your thoughts on DevNet? >> Yeah, I love being around some of the smartest people in the world here. (laughing) It's great. Humbling just to be able to talk to some of these guys. But I do think that really creates the community that teaches everything from little things, like I learned a quick, great new little API trick that I hadn't learned and maybe I taught some people some of the stuff that we're doing about streaming APIs. What I really like about this is all these small little interactions build something really good. >> Yeah. And you build API into all the products that's only going to create more enablement. >> Yeah. >> More creativity. The creativity's flowing big time. >> Right. >> Darryl, thanks for coming on. >> Well thank you so much. >> Great to see you. Thanks, a CUBE fan. >> Right. (laughing) >> Author of the product called The Cube at Cisco back in the day. I'm John Furrier, back with more live coverage after this short break. (light digital music)

>> Live from Orlando, Florida It's the Cube covering Enterprise Connect. Twenty nineteen. Brought to you by five nine. >> Yeah, good afternoon. Welcome to Orlando, Florida The Cube is here at Enterprise Connect. Twenty ninety nine. Lisa Martin with my co host to Minuteman Stew and I have been Here's starting on Day two stew. Good afternoon, >> Lisa. Great to see Yeah. Day two of three. Enterprise Connect. >> It's not that sunny >> here in the Sunshine State, but the nice thing about the Gaylord is it's a nice controlled environment. Walk by. I saw the alligator for bid. They've got nice planning. They've got I love in the atrium there. There's great branding of thie E c. Nineteen. Everybody's taken photos of it. I saw some drone footage in the keynote this morning showing some of the setting here. So >> it's a It's a nice >> event way said sixty five hundred intended, which is nice. It's not one of these, you know, twenty thirty thousand. You're just buried by people toe big Expo Hall. But, you know, you could really get to talk to some people and enjoy the size of the show. >> Yeah, I agree. The size is great. It does no pun intended. Facilitate that collaboration and communication. You mentioned a number of attendees about one hundred forty vendors, and you can hear the noise behind soon. MIAs were in the ex ball in the booth of five nine and lots of conversations going on. This is an event that I find very interesting state because we talk about the contact center were all consumers every day. And we talked about this with a lot of our guests yesterday that the customer experience is absolutely table stakes for an organization, that it's essential to deliver an Omni Channel customer experience meeting with the consumer wherever they want to be and also facilitating a connected conversation so that if a shot is initiated and then the consumer goes to social or makes a phone call, that problem resolution is actually moving forward before we get into. Today's key knows a couple of really interesting things that you and I learned yesterday with some of the guests that we had on when we were talking with Blair Pleasant. One of the things that she and five nine uncovered with some research is that an employee's satisfaction was lower on the ratings for a lot of corporate decision makers, which was surprising from a collab and communications perspective that if employees, especially those agents on the front line, are having some challenges, it's going to be directly relating Tio customer Lifetime Value. >> Yeah, it was a little bit surprising, you know, if you think about just in general, you know, often the admin is not the key focus there. It's I need to get business outcomes. I need to get R. A Y. You know what I care about is, you know, how is my customer doing? But at the end of the day, you talk about the contact centers. If I don't have an agent that's engaged, really, how is that conversation going to go with the customer? So they need to think about that, You know? How will the technology help them do their job? Better help them game mastery faster? There were some things that I saw really parallel toe conversation we're having about cloud in general, which is, you know, there's lots of technologies out there, but it's often it's not the technology issue it is, you know, the organization and the people issue in the keynote this morning there was a big customer panel and that was definitely something we heard. I love one of the customers actually said We're going to make all these changes And they had the Don't panic towels, which, of course, harkens back to The Hitchhiker's Guide to the Galaxy S O. You know, we know things are going to change. There might be some things you need to work through. But don't worry, we're there to help on. We will get through this and at the end, it should be better. >> No, I like that. You brought that up. I love that Tabal. Don't panic because, you know, we were talking yesterday a lot about the customer experience, the expectations of this rising, empowered consumer also the agent experience. But then, of course, there's the internal collaboration that's essential to all of this. And as I think, the gentleman that you're referring to was from Continental G talking about Hey, we don't have all the answers. But adoption of these tools internally is critical, but it's also a cultural sort of stepwise process. I thought that was very cool, that they actually were very transparent with their people. We identify this is not going to be smooth sailing, but it's an essential part of our business growth. >> Yeah, I tell you, it was really interesting. Listen, the panel there was one of the companies up there. They're pretty large and they said, Look, we're going to standardize on a single tool and everybody's going to get on board. And I actually bristled a little bit when I heard that because, you know, the engineering group versus the marketing group versus you know, the Contact Centre. There's certain things that they need to be able to collaborate. But thing like, you know, one tool to rule them all. You know, it sounds a little bit tough out there. Yes, there needs to be some standardization, but, you know, we see that in the cloud world. You know, it turns out customers are using multiple clouds out there because there should be a main one that we focus on. But if I need a best of breed piece for here, or if there's ah, feature functionality, they can't get elsewhere. I need tohave that, and we see that at this show there's just such a diverse ecosystem meant, and there's one hundred forty there's people that make device. There's all these software pieces, there's some big hubs. And then there are all the ancillary things that help plug and enhance and do this because there is some great innovation going on here. Some cool software, things that we're hoping toe, you know, take everything from, you know, White Board and voice two speech and globalization to the next phase. >> Yeah, that was very interesting. Especially the Microsoft teams demo. That Lori writing team this morning, The panel Now that you talked about, there were seven, uh, customers from a variety of industries. Kurtz was their continental. We mentioned, I think, paychecks. I'm curious to get your thoughts on when they were talking about their plans to migrate to cloud, all in some percentage, considering the numbers that we heard yesterday stew in terms of the cloud penetration for the contact center market, what were your thoughts? They're about those things. All in Depends on what makes sense. >> Yeah, It reminds me of what we were talking about in the public loud discussion two years ago. Way No cloud is growing at a very fast pace. Look at our friend here at five. Nine they were growing at a much faster pace, then the contact center. Overall, I believe they're growing somewhere twenty five percent as opposed The industry as a whole is growing at about nine percent. So we understand that cloud is growing faster than the market overall. And it was one of moderated. The panel said that today is about a third, a third, a third on premises hybrid in public and where that kind of steady state will be. I think it's still too early to tell in this industry, just as it is in cloud overall. But absolutely I burst a little bit when it's like, Well, you will never do this one this way. Well, you know, never is not something that we like to say in it because you never know when when that will be possible. You know, my background I worked on virtual ization, started out in test Devon. It reached a point where really there was no technical reasons that it couldn't do it when he rolled. The really large companies will never use cloud for it. Really. Who is better it scaling and updating and making sure you can manage an environment then those hyper scale players. You know, Microsoft got a big present here. You don't ask him. Like her soft customer. Uh oh. You're running off his three sixty five. You're living on Azure. What version of that are you running? And do you have the latest security patch as opposed to? If I have a Windows desktop and I'm not doing up a weight, have I done my patron? If I Donald this stuff and you amplify that by thousands of you know of agents and Contact Center, we know that Cloud has certain speed, agility and being up to get new features and updates in there that I just can't do nearly as well if it is something that I am installing and having to maintain myself or with a service organization, >> right? And so we talked yesterday with the number of guests about what are some of the imperatives to move to cloud in the end, the sum of the non obvious ones cost obviously, is one that we talk about all the time rights to it. Any show that we're at, but also the opportunity for businesses to leverage the burgeoning power of a I. Of course, every show we go Teo Isa Buzzword Machine learning. And of course, the cloud provides the opportunity for there to be more data to train the machines to be better at context and her overall. And, of course, internal communications. >> Right. And something that I like to hear at this show is start talking about a PC compatibility. You talk about the partnerships that are going on, It is not one software stack we're talking about platforms. We're talking about how integrations can happen so that if somebody has the cool new thing that does, you know, a real time engagement better than what I had before. Well, I could probably plug that in, and it's going to work on my platform. You know, everybody here talks about Well, whether you're, you know, a web, acts of Microsoft teams a zoom shop O r. You know any of those various environment, other? Everybody's working across those environments. We've had some standardisation here s O so that whichever one I've chosen, I'm not locked into one environment. And you know, I can help modernized the pieces as a need and take advantage of those new innovations when they come >> Absolutely all right. So, stew, you're a man on the street last night. Tell us some of the interesting things that you heard in some of the folks that you met Way. >> It's interesting. We think we talked about it in our open yesterday. There are a number of companies that have been around for a while And what are they doing today? What is their focus? And couple of companies have done rebranding. So the big party there was a line and I managed to get myself in. Is Polly So Polly has rebranded? Of course it was Polycom and Plantronics coming together. How many times we hear it on the keynote stage that they mentioned that everywhere you go, they're branding is there, So look kudos to their branding and messaging team. We're going to have their CEO on the programme tomorrow, but, you know, you know, the CEO talked about, you know, their new logo. It's like the meaning behind it. Of course, Polly means many, but there's three piece, and if you look at it, it looks like the iconic conference phone. So, you know the room was in there. Everybody is enjoying the appetizers and the open bar. But, you know, there was people, people, no polycom. I'm back in our conference room. We've got one of those speaker phones in there in the nineties. I usedto, you know, sell their conference phones in their video conferencing When I worked for was now a via but was lucid at the time. So there's a lot of intersections. Thie. Other thing I've really found is it feels like everybody here, you know, at one point in their career either work for Cisco or worked for, you know, the Lucent family. You know, of course, T back in the day had the whole telecom space, but it is like many other shows. We go to a rather interconnected community here on DH. You know, we'd guess on It's like, Oh, yeah, Cisco, Skype. And now at five nines. Yeah, it is friendly. You don't see some of the, you know, some of the places we go There's bitter rivalries between, you know, key competitors, and yeah, while you know, all the contact centers don't love, you know that they're there. Brothers and sisters, a two competitors there. Chances are they've worked with half the people there on, you know, Sometimes the future will be working with again. So it's it's a it's a good atmosphere. The people I've talked to really enjoy coming to the show, a Zoe said at the top. >> And this show has evolved over the last night. We were talking about yesterday twenty eight, twenty nine years, starting out as being called PBX and then re branding to Voice Con and then in about twenty eleven to Enterprise Connect. And it was interesting that because the word innovation comes up all the time, as does evolution of communications and collaborations. But when the king it was his kicked off this morning they talked about This is the biggest ever enterprise connect that they've had. So you can feel and you can hear it behind us the momentum, the excitement he talked about. There's a lot of cover artery here. There's a lot of two degrees of separation and tech, but the opportunities for every business, whether yours selling a small particles service on the Amazon marketplace or you're a big a global enterprise, the opportunity to connect and deliver a superior a competitive advantage to your customer experience. This table stakes these days if you don't have that opportunity. Those capabilities. There's going to be something that's going to come and replace you in a heartbeat. >> Yeah, absolutely. At least I have a background in space. But there were places where our walk Drano said, Wow, there's applicability for our business. I mean, we use a number of the collaboration Sweets, You know, I mentioned, I've got I've got maps for, you know, not just the Google sweet, but all the collaboration tools on there's technology that I'm like Gucci. I want to understand that a lot of them are downloaded an app. You can start using them for free. And then there's a Freeman model and and others arm or enterprise licenses on. It's been interesting to watch some of that dynamic as to, you know, it is the pricing. Is Mohr built for the mobile and cloud world than the traditional? You know, I'm going to buy boxes and have a huge capital expense up front. So >> what do you think if you look back to your early days in the call center when you were just a young pup, how much easier your job have been? If you had had some of the capabilities that we're talking about >> now least I wish, you know, back in the nineties, you know, if I just had linked in alone, I could have supercharged s o much of what I did. But all these other tools, right? Putting at my fingertips information. It was like, you know, Lisa tell you date myself in the nineties and taking a call where everybody that works in the call center You knew the area code of every single environment that it didn't tell you where it wass you would be like, Oh, yeah, I, too want to hide in New York. How you doing? You could be whether you're saying good morning or good afternoon based on what part it was like. Oh, wait, I'm talking Arizona. They don't follow daylight savings time. We'd remember all that stuff today. There's too many exchanges. Everybody takes their phone numbers wherever they go. S o it was It was a smaller country back then. But in the other hand, the technology is actually going to give us the opportunity to be ableto imbue that allow humans to focus on the empathy and connectedness that today's digital age sometimes tries to tear away from us. >> Exactly. We need that empathy in that connectedness. So, stew, we have a great program today. Stick around. We've got some folks from Selah Jin we've got. It's now on the programme within communications Fuse. Tetra VX five nine, of course. And there in that little and zoom this afternoon. Yes, thank you. Five O'Clock for student a man. I'm Lisa Martin. You're watching the Cube.

>> Live from Orlando, Florida It's the Cube covering Enterprise Connect twenty nineteen brought to you by five nine. >> Hello from Orlando and Lisa Martin with Student A Man. We are in the five nine booth at Enterprise Connect. Twenty nineteen. We're excited to welcome back to the cube of one of our alumni, Jonathan Rosenberg, CTO and Head of a Eye of five nine. Jonathan. Thanks so much for joining Stew and me on the program on Day one of this big event. >> My absolute pleasure. I'm super excited to be here and super excited talk about my favorite topic, so love to be >> so. This event is has been around for a long time. Twenty eight twenty nine years evolving from PBX to voice con enterprise Connect. You've been to this event about the last ten years or so, least your perspective, and I know you're new at five a. M. But your perspective on the evolution of not just the contact center but customer experience and really thiss changing landscape of how enterprises and people want to communicate with each other. >> Yeah, well, I mean, it's been funny to sort of watch this through this technology. Evolution that manifested the show and in the market for a long time was about hardware by big, bulky iron and we used to have the petting, the hardware, petting zoos, we call it. You have racks of equipment. You could go look at this >> blinky lights and >> cables, you know. And then it moved to software on. We saw that here and now we're deep into the software is a service, as cloud based delivery models and actually a bunch of ways were coming to the tail end of that into this aye aye era. And that's what's all the hotness, and you see tons of that. Almost everyone's put some kind of a eye logo, our branding on their stuff, and there's there is some real meat to it, but but that sort of this interesting evolution and on its in its infancy in the Contact Center. And that's what's sort of exciting about it. >> So let's dig into that a little bit, because a CZ Lisa mentioned you've worked for a couple of the other companies that have big boost here at the show. We've talked about intelligence back in the call center days. Oh, yeah, but, you know, tell us what's different about the Aye aye data. The center of everything is something that way. Definitely believe in something that we hear all over the industry in the cloud shows an A I and everything. Why is this so exciting? What really brought you five nine and gets you've got a storied career? You know what? Why here? Why now? >> What is the technology is finally ready. I mean, technologies like speech recognition. And we've been the industry has been working on that for decades. And it was only in the last five years or so with the sort of creation of practical deep learning that the tech finally got good enough. And and that was because of new algorithms, New date, you know, massive data sets, great hardware that all made it possible. And so that sort of opened up the avenues. And that's why we're seeing products like Alexa and Cirie take off. Is the tech is finally gotten good enough. But what hasn't happened? Yes, it hasn't shown up in the workplace, and that's sort of what's really exciting to me is to take these technologies that have become so pervasive in the consumer world and use them to really re imagine how a lot of these enterprise products work. That's why I came to five nine came to find time to do that. To do that for five nine to do that for the industry. >> So you had a session this morning. Five surprising reasons why a business should move their contact center to the cloud. And we know cost is not the number one. Talk to us about some of those key imperatives that an enterprise in any industry really needs to be able to take advantage of by moving to cloud >> right, so a cost was a unsurprising reasons. So what I did in my session was I said, all right. Five. Unsurprising. Here's ten. Here's ten obvious reasons. So I went through those and cost is one of them. But I know what's surprising. There's a couple of the big ones. Story, really is that if you go to a truce as player, they have lots of customers, and they can actually aggregate data software capabilities across those customers and do things that are impossible on premise. So the two of them, for example, are better reliability. Often people like what you know. I want to go to the cloud. I'm worried about reliability. Well, if you dig into it. You can see that once the technology is matured, the reliability can be much better than it is on premise. Because of the complexity that you could build. Same with security, often viewed is wait. It's more secure in promise. Actually, if you look at what you can do in the cloud, you can spend a lot more money on security and advertise that cost over multiple customers. And then, of course, there's a I, and that's about getting access to training data, but not just training data from one company, but using it across multiple companies to make the I work better for everybody. So those were three the big ones. >> So when you talk about that kind of learning, how do you make sure that there's proper firewalls is, you know, is five nine going to be able to say, Okay, we can take care of everything. But wait, I don't know what my competitors on this I don't want them getting advantage based on you know what my company have. How do you balance? You know, there's the security issues. There's, you know, personal information issues, and they're, you know, competitive dynamics, which you know, is a talking point in the cloud. These absolutely. I mean, >> so that's a That's a paramount consideration to design of this whole thing. So it starts with a basic level of like, opted, like we're just, you know, we can't do this, and we can't use your data to train a model that shared unless you want it. And generally it's a given get like, Oh, you want access to the shared model, then you you provide training data for it. If you don't, you can use a custom one, but it won't be as accurate. But then you don't show your day. That's your choice. So give the customer the option and give them something in return for their data. And, of course, there's other parts of it, like, Well, you know, almost all the time, people aren't actually like looking at your data, its dues to train. These model's ideally without human in the loop having to do that. And so there's other privacy considerations baked in that it's that makes it feel that gives a customer comfort that they're they're able to do this >> without trust is critical, right? We talk about it stew and ideo and the Cuban every show. But that's really essential because, as we know is consumers, we're more and more and more empowered. These days, there were transacting something through chatter, video or Alexa or we're checking on. The status of a mortgage is something We have so much information. They also are very demanding. You want to have this conversation with a business regardless of the channel, and I want them to know what I'm what my issue is so that it can be addressed and resolved quickly. But I also want to make sure that what you're doing is not, you know, in the issue of privacy that we've all faced recently that it's done in a way where this business can actually foster a trusting relationship with me is like, >> Yeah, so the trust goes on many levels, one of which the most important to us is our customers have to trust us, and that's the only thing that gives trust his time. You know, you have to be invested for a long time, and so we've really focused on building this longtime customer trust with our reliability, with our high touch with our customers, and that gets us That's really just what gives us permission to even start to do these things. The other thing to to touch on what you said is that end users contact the contact center. That's one of the areas were actually there is already in the user expectation that my call is being recorded, that what I say can be used for training purposes. So one of the reasons I got into Contact Center was that the privacy issues are much more readily addressed in the contacts and space and other areas where you might be interested to apply this type of technology. I mean, we're talking about having a eyes that are listening in on calls and analyzing what you say. If I were to do that for a regular phone call between me and my friend like people be totally spooked like there's no expectation that that happens. There is an expectation on the contact center, so that's a great place to build and grow these technologies. >> Yeah, I love that because, right, those of us that have, you know, personal assistant at home there's almost an expectation that they're living listening in a little bit. Everybody's had the weight I was talking about that with someone not even on the phone, and all of a sudden I'm getting ads for that. That's not right. So question I have for you, you hired your first data scientist in the group. And one of things we look at is we now have this, you know, great access to data. One of the biggest challenges is okay, I can get the answers if I know the right questions to ask, What are some of the early areas that you're poking at? Any early use cases that you can share as to, you know, where we where we cease? Um, how did you >> do that? One of the first things we're looking at is what I'm calling cross customer analytics. So analytics is old news. Everyone's had that for a while. But what the cloud does is it gives a provider like us date across multiple customers. Now what we can't do is share one customer state is with another. That's a total nut. It's not what I'm talking about. But aggregates are interesting. So, for example, would be intrigued to know this is my first call resolution rate. How does that compare to similarly sized contact centers in my geography right, And that's something where we can produce an aggregate that has total anonymous ation. So no privacy issues, and it gives a customer this piece of insight that they have never, ever had before. Never, and the only way you could do it with enough privacy. Seven of data to produce a useful AGR ee it, and therefore it can only be done at the larger cloud contact centers and thus five nine, as one of the market leaders were wear having enough data to produce this kind of information. So this was an immediate, frankly fairly low hanging piece of fruit. We've started to dive into no product announcements. It's just just looking at data to see what comes out and see if there's interesting meet there. But it's a kind of insights. I'm really excited about >> it. I love that because people are always like, Oh, wait, I need to measure it. But sometimes numbers alone don't tell me anything. You gotta put that into context for me, right? What are my peers? What? One of my industry. You know, what other stuff do I have there? Otherwise, you know, numbers are just numbers. >> Numbers are just numbers. You don't really know how you're doing. You're like a little island, like, you know, your contact center is doing, but is that good? You have no idea. And we'LL be able to unlock that overtime. So very excited about that. >> Yeah. Sorry, Stuart, You guys have about five billion recorded customer conversations, so you can I can think of the massive amount of competitive advantage that's in there. But you also brought out something that I hadn't considered before. And that is whether I'm, you know, interacting with the business because I haven't issue to resolve with my Internet or something. And you're right. We do have this expectation that the call's going to be recorded, but I never think about it is this is actually something it's gonna help me down the line or the fifty other people that aren't calling in. So I thought your comment on privacy being kind of more advanced in the context of her was was point. It was very interesting and not something that I was aware. >> Yeah, it >> has to be right >> exactly. There's there's an expectation that this is what this conversation is about and and there's lots of tools in place for dealing with today. Already with credit card numbers and phone numbers, which do get communicated between a user and the comics in URGENT there's lots of you know, tak and precedent about how to read, act and extract and again all in the contacts and are nowhere else really does that technology exists. So >> yeah, so Jonathan, take us inside the life of the agent, so we know when we're from call centre to Contact Center. It really brought in the role a little bit when I've got a eye in there is their new skill sets. We need tohave. You know, we always talk about, you know, if if you're doing the same thing you were doing five years ago, chances are you might need to be looking for a new job, because by so fast, so in the context center, you know what, What? What is the life of the agent likely to go through over the next couple of years? >> So this is an interesting debate in the lemon, the industry, and there's sort of two thought camps in this one thought camp is the role of A I is to replace the agent. And this, frankly, is fairly traditional thinking. We use terms like Deflection, right, like we want to deflect the call from an agent means we don't want you to connect to a human being or containment, right? How successful were we keeping the call in the I. V. R. And a customer never got to an agent like these air industry terms, and they were. And people view a I is like helping those things. There's a different camp of which you can tell I'm sort of in, which is like, No, no, no, that's sort of the traditional way of thinking about it. And of course, we're gonna have voice spots and I V R is. But really, the question is, how do we deliver the best customer experience possible? That should actually be the guide post, and what's funny is in this industry we know what the best customer experiences. It's that you pick up the phone, you call the comic center. You didn't wait one second. You went right to an agent. They were an expert. They knew exactly what to do. They fixed their problem in twenty seconds, you were done. That's the best experience. The problem is, is no one can afford to deliver that experience today. Well, that's where technology could help. So for me, the central question is, how do we use a >> eye >> to label us to make it cost effective to deliver that experience all the time and that does have an impact on the agents. And it's going to be through assistance technologies that allow the agents to be guided in their interactions and allowing them to be experts quicker and to learn from the best experts in the contact center and change the way they think about training and access to data knowledge. It's going to be a pretty profound change, but it never takes the human out of the loop people. When you pick up the phone to call that Connick Center, it's because you actually want to talk to a person and that human touch, that empathy that you know, someone just tow, you know, vent at a little bit that matters, and we're nowhere anywhere near having an A. I provide that if ever so that's what's going to change >> humans and machines or Jonathan, Thank you so much for stopping by. The Cuban wedding was with me about what's happening at five nine. Contact Centerist Service and the tremendous advantage that data could bring two organizations. >> My pleasure. Thank >> you. Thank you for watching the Cube. I'm Lisa Martin was stewed Minutemen on the program Today Live from Orlando at Enterprise Connect twenty nineteen stew and I will be right back after a short break.

>> Live from Orlando, Florida, it's theCUBE, covering Enterprise Connect 2019. Brought to you by, Five9. >> Welcome to theCUBE I'm Lisa Martin with Stu Mennamen. We are live on the show floor at Enterprise Connect 2019. Stu, welcome to Orlando! >> Thanks so much Lisa, great to be with you, (amplified voice echoing) and real excited to be here at Enterprise Connect. >> Likewise, and as you can hear, the show floor just opened, so we have a nice, conflicting overhead announcement. But Stu, this event is really interesting because it has evolved dramatically over the last 28, 29 years, where it was PBX, and then Voice Con. and for the last what, eight or so, it's been Enterprise Connect. As has, in terms of evolution, evolved enterprise communications, enterprise collaborations, cloud, AI, et cetera. Lot's of things and exciting news to talk about this week. >> Yeah Lisa, like any show, you say how are you relevant today? What is changing? What is staying the same? And as you said, 29 years of this show, first time we're going live here with theCUBE. But yeah, it is now, you know, unified communications. We're talking about cloud-based contact centers, like our friends here at Five9, who brought us here to the show, but 6,500 people is what I heard from the people that run the show. And it's been growing, it's been, you know, how do things like cloud and AI really transform some of these markets and at least in some ways, there are some things that remind me of what I worked on in this hotel communication space back in the late 90's, and some of those things are drastically different. So you know, we're not talking about call centers, we're talking about contact centers and that consumer experience. How data, and mobile, and the internet, and cloud, are changing, is definitely something that we're going to be digging into a lot this week. >> Yes, and another thing that we're going to dig into is this rising change in the empowerment of the consumer, right? We're consumers every day, we want to be able to transact, or get information on a mortgage or something from whatever channel we want, omnichannel is really going to be a key theme here. It's being able to talk to the customer where they want to be communicated with, and ensuring though, that it's not just, maybe you start out on web, and you go to chat, then maybe it's a call, maybe even as an escalation through Twitter. But that the organization that you're trying to engage with, has a contact center that can follow your trail, and follow your data, to be able to understand what the real issue is, and in a timely manner, empower that agent who's talking to you, whatever medium, to act correctly so you don't churn. >> Yeah, Lisa as you know, there's something that our audience, everyone has had to call support at one time or another. Myself, you know, I tend to troubleshoot a lot of stuff myself. When I actually want to call in, I want to get the answers, I don't want to have to spend a long time going through some robotic, you know, hi, give me an agent please, give me an agent, agent, agent. And then when I get to that person, I don't want to have to go through steps one through 17 because I've already done that myself so, how do I escalate fast? If I can do that all online or in chat, even better for me, because you know, I don't necessarily want to have to talk to a person, but when I do want to talk to a person, I want them to understand my environment, help me get there. And that's where a lot of these environments are helping today. How is it, you know, do I understand the client? Can I help them with where they need to be? And super hot-button is, you know, what about data? You know, how is the role of data in these environments changing? As a consumer, if there's certain things that I'm using, and I'm worried about them, talking about my privacy. But when it comes to the support experience, absolutely, I want you to understand who I am in the context and take care of things fast. >> You mentioned AI and one of the things that I'm curious to learn about this week is, is the maturation of that. But also something that you and I hear at pretty much every show theCUBE goes to, which is a lot, and that is, it's not about completely transforming to AI, there has to be a human AI combination to really, extract the most value from these experiences. >> Yeah, Lisa, you bring up a great point there. So right, automation and robots, absolutely are playing a bigger and bigger role, but the answer is not, you know, it's not binary, it's not one or the other, it's how can intelligence, and machines augment what they're doing? And when you talk to the contact center people, absolutely it's about, how do I get people information faster? How do I make those agents react faster and hopefully have a better job? You know when you talk about the people, and you know, Lisa my first job out of school, I worked in a call center and if you're answering calls all day, or answering emails, you know that's something that you have to do day-after-day and it can be tough. So if there's automation intelligence that can take care of it, prompt you with the information you need, help lead you along the way, help you get to mastery and resolution so much faster, that's all goodness. We want both the consumer and the employees to have a better experience and there's the promise that AI, and automation, and robots can all help with that experience. Not just a wholesale, let's rip out the people and put in technology. >> No, you're absolutely right, and it also is, I'm curious to learn too this week about, the employee training. One of the interviews you did recently in the Boston CUBE studio, the guest there mentioned, I recommend every C-level spend some amount of time in the call, contact center, to understand, are our processes efficient? If there's Sticky Notes and paper everywhere, we probably have some process challenges. But are those agents empowered to make the right decisions at the right time in order to, like I said before, prevent churn, and increase the customer lifetime value. So that customer experience is table stakes all the way up to the C-suite. >> Yeah I mean Lisa, as we know, if you talk to any marketer, and say, what do you want? I want to know what my customer wants. What do they need? What are the challenges? And when a customer's reaching out with a problem, that can be a great opportunity. Now hopefully there, you can solve their issue, because the concern is, maybe they won't even reach out. You know, if it's not on my website, if I tried to do it, or I had to wait too long, I might go turn to a competitor. It's easier sometimes just to leave. And we know every time, one person calls, there's usually many more that didn't call, that might've had that same issue. So, understanding where I can engage, more touchpoints with our customers is a good thing, and how can we leverage that into a good experience? And I know when I look into the contact center, it's not just the inbound requests, but how did that tie into outbound conversations? >> And enabling an organization to use that data, in a trusted manner as you mentioned, to switch from being reactive, to proactive, to eventually, predictive. But one of the points you mentioned is very valid and that is, for every customer that initiates a conversation through a contact center, there's probably exponential more customers with the same problem that aren't. So these companies need to be using AI in the cloud contact center as a service to really understand it's the customer that's telling you what the problem is, how do you get that information gleaned from it? You know, starting to use analytics and things that probably back in your early call center days, you didn't have access to, to really hone in on what that problem is, how prevalent is this problem? So do we need to throw a lot of resources at solving this, because this is going to ultimately help drive our business forward? >> Yeah, absolutely and Lisa, these are the kind of things that we talk about in the cloud world today, which has a huge impact on this show is, I have contacts with customers, we have engagement and data there, and what other services are there that will plug into this environment? So AI, you asked about the maturity, at least from what I've seen so far, we are early days in seeing that roll out. But, there's a lot of other technologies here. You talk about cloud, talk about text-to-speech, talk about devices that will help whether it's not just phones, and headsets and the like, but lots of other tools, that the enterprise uses to connect with their ultimate end users themselves, hence, Enterprise Connect. The communication at the center of it all. And it's interesting here in 2019, to see that relevance, and that intersection of the people and the technology to hopefully help people have better relationships longterm with their customers. >> Absolutely, so you mentioned, we're in the booth at Five9 here, there's about 140 exhibitors here, you mentioned 6,500 attendees here in Orlando. 60 plus sessions across nine tracks, unified communication, cloud communications, team collaborations, we've got Jace Moreno from Microsoft Teams on shortly with us today, so it's going to be a very interesting week. I'm very much looking forward to co-hosting with you and learning a lot about how the consumer is really driving, and has a table at the decision-making table within organizations. >> Yeah absolutely, and Lisa we've got a great line up. Really two and a half days, a half-day today from three to seven and then the full days from right after the keynote through the ending. The expo floor just opened up, a great buzz here already at the show, I'm looking forward to being able to walk around and see some of the technology, and some great guests on the program. Of course our friends here at Five9 who brought us here, we've got the CEO of Poly, rebranded Plantronics and PolyCom, the CIO of Zoom, and many other guests on the program, some of the industry analysts and the like. So, real excited to dig in and always a pleasure Lisa, to be digging in with you. >> Likewise, thanks Stu, I'm excited to learn more about this contact center as a service market. It seems early days as you mentioned. And I always appreciate it when businesses identify that. No we don't have all the answers for AI and the combination of humans and machines, it's early days, early innings as you said, but they're here to learn from each other, and understand how it is that they can really influence and drive these kinds of conversations forward. >> Yeah the fun fact on that, I was listening to a podcast on the way to the airport and it talked about actually, with all the data that we have today, often times the answer is easy, it's I need to be able to ask the right questions. And Lisa, you and I know a thing or two about trying to ask the right questions. >> We do. >> So we have lots of opportunities to do that this week. And hear how all the people in this ecosystem are thinking about asking better questions and getting to their customers. >> Yeah, so I predict it's going to be a thought-provoking week Stu, I'm looking forward to being here with you. We want to thank you for watching theCUBE's kickoff of our live coverage of Enterprise Connect 2019, day one of three, stick around, Stu and I will be right back with our first guest. (upbeat synth music)