>> 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.