>> Live from Orlando, Florida It's the Cube covering Enterprise Connect twenty nineteen brought to you by five nine. >> Welcome back to the cubes. Continuing coverage of Day one of Enterprise Connect twenty nineteen in Orlando. I'm Lisa Martin with my co host student a man. And we're excited to be joined by a first time member visitor to the cue. Bryan can the CMO at five nine. Ryan, welcome to the Q. >> Thank you. Good to be here. Thanks for having me. >> Well, thanks for having the Cuban the five nine booth context. There was a service. Tell us a little bit about first of all this event, this event is as to when they were talking about about twenty eight twenty nine years. Lots of evolution from your perspective. Today, what is enterprised connect twenty nineteen. And what opportunities This is going to provide somebody like yourself in terms of the modern marketing. >> Yeah, it's really interesting. Modern markings obviously evolved cms cr m contacts and are all part of the modern marketer. I think this show really proves out how much that modern marketing idea the spaces expanded this my first time here. It's amazing. See, all the companies, all sorts of different technologies, they're coming to market and some have been here for a while. >> One of the things I find really interesting is that you know, we're all consumers everyday way. Want to transact things on our phones, tablets, video chat, this idea of Omni Channel, where the consumer is so empowered way sort of bring these demands to the surface of whatever my problem is, if I'm trying to transact something or I'm trying to get information on mortgage a pre approval or something, I want to be ableto have a company, be able to follow my conversation regardless of channel, and then have enough data to take action on in a timely manner. Where, in your thoughts, from a modern marketing perspective, where are we in terms of maturation of like integrated Omni Channel? >> Yeah, that's a great question. I think we're finally at a mature, pointed technology where we can start to meet the demands of the consumer that salutations with consumer. Obviously, that's the dream scenario for everyone have follow me on my terms, not on the company's terms, I think five nine, we want to make sure that no matter where your customers or your prospect is that we're there to meet them on there, they're channel whether it would be >> so, Ryan, when I look around, a show like this cloud is something that has really transformed what this was. You know, I've looked at what watch? Really? From the end of the early days of companies like sales force, you've got some background there. A cz too, You know the enterprise. Is it OK? Can I trust it? Today? Cloud is here. It's not going anywhere. Major piece of the landscape when you're talking, you're customers, you know? How does that fit into the environment? You know, have they gotten over some of the, you know, kind of legacy it mindset of, you know, because I'm not sure if I'm safe to go out there, >> that is we're at a critical point right now where the contacts and her started. Out of all, a lot of the companies have built on from contact centers are starting to age out. What we're hearing from our customers is that the cloud is has never been more important. And the reason because of that is the data that they're collecting from all their different touchpoints. How do you collect it? How to use it together? How do you make it coherent and make it into a clear plan. The only way you could get the data out is to have it all in the clouds. >> So, Brian, I'm glad you brought up data because when we look at our research, data is at the center of everything. Obviously majorly important cloud. I can't have a I if it's not for the data. Exactly. I think back to you know, my first job out of college, I worked in a call centre. We talked about data being important way talked about. Oh, we're goingto have a database that's going to help you get your customer's information fast. That was back in the nineties. Yeah, it's very different today. Can you talk about how things are different today when we talk about data? How does that drive your businesses? Five nine. And your role is the CMO today. >> Yeah, well, the first thing about five nine is that we have over five billion minutes of data. Conversational data data has evolved over time. Early on, we had a lot of what we call operational data data that says how many people have flickering website how many people have viewed impressions and things of that nature five nine with really interesting is this. Things that we talked about is contextual data where your customers asking for where they want. They're literally on the phone telling you what's wrong. So that meantime, two resolutions really important. But if you start to look at that data deeper, you can start to predict what your customers are looking for from her services from your products. I think that's what's really gonna be transformational. And as a marketer, I've spent a lifetime looking at that user data and always under trying to ask the question, what our customers saying where they want behind the data. And now we're starting to look at that and marrying those two data sets together. I think that's gonna be the next evolution of data. And that's why I think at five nine, that conversational data, along with operational data as a marker that's really important with Ford. >> So one of the things that I'm interested in is you have a lot of organizations in any industry that are reactive. They want to get too proactive and eventually to predictive what some of the things that an organization, whether it's a telco or a financial services organization. How can they remove some of the barriers in the way between a contact center and those customers so that they can glean those actionable insights in a timely manner? >> Yeah, I mean, it's really about the connection between your earlier question about why the context is so important. You see all the companies here, they're starting to be more and more companies driving into this space, really looking at a I. So the two things that we've touched upon already is the power of the cloud Howard. The data part of a eye to look at all that data and make certain prediction certain conclusions from that data so that you can start to have a clear path to your customer and react faster. It's all about zero distance to your customer. >> Ryan, Can you bring us in the customer experience? I think you know, we've all had, and it put times as a consumer where you're frustrated. I can't buy stuff on the Web site. I've called, you know, interactive voice response or not my favorite thing to deal with. So, you know, if companies aren't using solutions like yours, you know what are they in danger of, >> well, your customers? Their prospects are really the heart of every business right, and part of that is, your brand is really important in those moments when they need you the most. And when they're reaching out, contact me through email as a mask were on the phone. Your brand is that could be at express, but also at its most vulnerable. And that's where the contact center your agents. That experience is crucial to the overall customer experience. You have one bad phone conversation. You have one bad SMS. Your brand is really at risk and your brand if it's at risk. So is your business, because consumers have more choice than they've ever had before. >> One of the things owned stories do you, when you're talking with customers that you say, You know, you have to look at every customer interaction as possibly your last, but also as an opportunity to delight that customer and drive an increase in customer lifetime value. Do you talk to me? Talk to customers, but you gotta look at it through both lenses. >> Yes, I mean, if you don't look at the that's the contextual data, that's the context in which you serve your customers Now five nine. Nothing's more important than the customer, and we always try to make sure the human part interaction never leaves. As technology keeps on expanding, we have to imagine we have to imagine ourselves in our customer seat. Was it like to be on that phone call? Was it like to be on that interaction? And how do you provide companies a platform to be better and better and better have the same Better, Better never best, which is this idea of always evolving. Never feel like you achieve something. Always try to get better. >> Ryan, your your your businesses Cloud based. One of the things about the cloud is usually talking about rather than just something that I install and might have maintenance on. It is something that paying for every month and every year, and therefore I need to maintain a relationship with the customer because otherwise, you know, they could just say, Well, why am I paying for this? Can you talk about the relationship you have with your customers? You know how you make sure that you're giving them, you know, not just a day one experience, but an ongoing experience that grows? >> Yeah, I think. Four five nine customer experience. We're in the customer experience business, and so it's really important. We know that our technology is only a successful is the people who adopted and use it. That's where the technology comes to life. So we want. Make sure that we only sell our product way, help you install it. We help you go through the change management, which is critical. If you don't have your agents involved and they're having a hard time adopting your technology, that means that they're focused on that and not the consumer, not your customer base. So five now we want make sure from beginning to end you are held to our high standard of customer service, which is like this five Blue Star customer service. >> Soon I talked about that and our intro. It's not just ensuring that on organization can facilitate on me ten or ensuring that the customer experience it's table stakes these days. It has to be delivered as a effectively as possible, but it's also the agents who are on the front lines were dealing with. Let's face it, oftentimes if we're calling in or we've used multiple channels. There's maybe an escalation that we're not getting the resolution that we want. So where do you guys have those conversations with? It's not just about implementing cloud technology and Tech Center as service, but it's also about the training and the enablement, an empowerment of the agents to have the data to make those decisions because they're on the front lines. >> Absolutely correct. And that's why we've renamed our platform the genius platform, because we feel that every agent should be a genius at what they're being asked to do. Way won't make them feel confident about the information at the fingertips so that they can focus on the empathy. Five Nine believes that the technology is just a part of it, as I've said before, but really, it's the combination between the change management agent, the customer, the answers and the questions. It's all those things combined. Way won't make that easy for the agent to deliver Amazing touch points for your company, >> right where that that's a great point, because when you talk about, I have automation. I have intelligent, even robotics helping in there. I need that person where I'm not gonna have that empathy. So weigh. >> See that our MPs scores. The Asian experience is critical, right? So we really focus our platform and delivering that for the agent. But the other side to is making sure you can gain the insights from these conversations and delivering it back to the business, because we feel that that's a ZAY said earlier. That's the next evolution of data. Is pulling out that contextual data and marrying it with all your different data sets >> you brought up NPS. I'm curious. Do you have any way of measuring, You know, customers that used your solution versus customers that might have been doing things the old way? Is there a bump in NPS? Is there a bump in retention of agents? How do you measure success? >> Yeah, we take both MPs for our customers, and I know our customers take MPs for their agents and their customers. And when you use five nine, those numbers obviously go up. When you start measuring something, people really, if you analyze it, it will happen. So what we see is a huge adoption of making sure that the customer empathy the customers at the focus >> so last couple questions here, Ryan. You guys had a good amount of enterprise growth and f y eighteen. In fact, they stay large growth in customers with a million in a our annual recurring revenue when your fastest growing Saigon's enterprise. You know, small, medium size businesses often have the same challenges. But I'm wondering if you're seeing any sort of early adopters from an industry perspective, financial services, health care, anything or do you see that it's fairly horizontal and organizations that have to reach that consumer? >> It's fairly horizontal. I think the definition will contact center is obviously expanding. People are really focusing on customer experience, and they're certain to realize that Contact Center is a competitive advantage. If you deliver great customary experience, you do deliver great brand loyalty, and that just means your customers will continue to come to you, trust your brand and ask for more services. And that's obviously way. All know it's easier to retain a customer, then is to find anyone. So we think that is a huge advantage, and we're seeing that across the enterprise they're sending, realized this is a huge difference when everything else is the same. Deliver great customer experience, >> right? So, Brian, let me ask the brand question. You know, CMO When people come to enterprise connector, they're reaching out to five nine. What? What is the brand promise? What do you hope people are walking away and understanding about where you fit in the landscape? >> Yeah, I think that when the key things that I want people to understand about five nine is that where about a platform about delivering relationships? It's about It's about the technology we want. Make sure you have ploughed the latest and greatest. We won't make sure features are today. But really, what's important is that service all the way through from implementation to your agents. Happiness here, customer happiness, context. There's a conflict blend technology, people and this interaction with your customers. We will make sure that each part of those are being service, not just a technology, just not a person with the whole life cycle from beginning to end. >> Well, Ryan, thanks so much for joining stew and me on the cue this afternoon and inviting us into the five nine booth and also kind of sending the contacts for the Enterprise Connect twenty nineteen event that we really appreciate your time. >> Thank you for having me. It's been great. >> Hirsute men. A man. I'm Lisa Martin, your Washington Cube lying from day one of our coverage of enterprise Connect twenty nineteen.