>> Live from Orlando, Florida It's the que Covering Enterprise Connect twenty nineteen. Brought to you by five nine. >> Hello from Orlando, Florida Lisa Martin with the cubes to amendments here with me as well. We are at Enterprise Connect twenty nineteen, and we've been graciously hosted this week by five nine. We're pleased to welcome to the Cube for the first time the V p of product marketing from five nine. Scott Coleman Scott Thank you so much for joining me today >> to be here. >> So Day three of this event. Biggest enterprise Connect. If they've had sixty five hundred attendees expected, we're in the Expo Hall, which you could hear all the buzz behind US one hundred forty or so exhibitors announcing new products, new services, etcetera, all talking about putting the customer at the heart of the contact center. Why is that so important >> now? It's a great question, and to your point about the show itself in the floor. Really, The Context center is very much at the center of actual floor itself, in terms of who's hear what they're talking about. It's not an after thought. It's really I think it's an acknowledgement that companies are realising that they have to take the customer experience seriously. And the context center is that point where you either reinforce the brand or you rode it right. So this is now the opportunity for companies to think a little differently about what role in place and how they're going to use it to really build a better relationship. >> Scott. It's been interesting. Lease and I came in tow this show being the first time that we've been at the show. But, you know, we're both consumers. We've looked through it, you know? I think back to the last decade or so there was outsourcing. There was technology, which is I'm just going to say, you know, some of the big technology companies I want to call them. Are you kidding? You can't write hide that. I can't even email them if I wanted to it. You know that the customer relation stupid, very different. But today it feels like the pendulum is swinging back the other way, right, that that customer relations we know when I need to talk to somebody. It's important that I do get to talk to a person and technologies an enabler of that, >> Yeah, absolutely, you know, And the question is, why? What changed? Right? And there's a couple things that really changed to make that happened. Probably the primary thing is customers had more choice. And then the voice right there more choice. Never before. It's no longer the issue, depending on whatever industry you're in, that you're only stuck with a certain cable provider or a retailer down the street I can buy from anywhere in the world, you know. And so I have choice there. There's disrupters in every industry as we've seen over the last decade, and so that that's one element. And just as importantly, they have a voice used to be. I could go home and complained to my my wife I could claim by family members my friends. Now I can actually amplify that through social media and other elements. So not only do I have a ability to move, but also in terms of the voice. I actually have a bigger impact on the brand, right, and those there is really big elements there. >> So along those lines, if you look at the consumer behavior is being so influential companies are they looking at it as more of an opportunity. Go. All right. Maybe we have a few channels. Maybe we're voice only. What? How does finding help a customer that might be voice only, Or maybe multi channel get to Omni Channel so that they can, as I loved what you study. No thiss contact senator. Moment in time is an opportunity to improve the brand or eroded. So how are they working with you guys to enable a customer to be able to have their issues identified, resolved quickly through various channels? >> What's the first thing is when you look at Omni Channel is why, what? Ultimately you want to make sure that you're o engaging with your customer over them channel on the method that they prefer. Right? That's the most important element there. So it's not about having ten, fifteen different ways to communicate. It's letting them do it when, where and how they choose to. That's the most important thing, and it's also then understanding. What else do they expect? Well, first in the expect is they want you. They want you to know them. You know, our research that we've done through our customer service index and a light consistently shows that people first and they want to know is Nomi understand my relationship. So when we work with our customers, we really focus on that as they engage over a phone call and email a chat, another channel. Always make sure that you, at the heart of it, you understand who they are. And one of the ways to do that is draw that information and make it available to the agent. So integration with serum systems with workforce optimization, others is critical so that when they're at the point of engagement, that moment of truth, they're able. Teo acknowledge the customer and probably have a really good understanding of not only their history, but why they're why they're engaging with you. Why they're calling are contacting >> Scott. Wait. We had a great conversation with Darrell, who's part part of your team, about how cloud not only enables the speed and agility, but, you know, I could start using new features much faster and easier. Then, in a non cloud environment. Wonder if you might have some customer stories to help illustrate some of these journeys as to you know, maybe just what they've gotten from Day one, but also, you know, subsequent to your customers that have been with you for a while. The rights that they keep innovating and adopting new things along the road. You >> know, it's funny. I I think of a couple examples. One. We had a customer who, newer, a newer company, a bit of a destructor in their industry, and they actually started out with digital channels on Lee. They had no voice. So they were offering email and Chad and other methods. And then, to their surprise, they found that they needed to introduce voice. They were deal with more millennials folks that they assumed were going to communicate over the right. Well, what happened was there were certain times when they wanted to actually communicate over Voice Channel. Maybe it was a financial issue. Maybe it was emotionally charged or something like that. So they brought. That is, we were able to help them by integrating in first. So they're there Syria to be able to digital channels and then open up voice. Now the other side of it is, we have customers who will start me with Voice Channel, and then they again understanding your customer, your end customers what do they want? Introducing a chat and making sure that those agents have all the relevant information they need to be able to do that. Realizing that email is still around after all these years, there's sometimes you want to communicate that way because you can send a lot of information. So it's really about building out a plan with the customer understanding. What is that customer journey of their customers? And how do they best a treated and helped him along the way >> on that customer journey front, I'm wondering, are the majority of customers that you're meeting with not aware of their customer journey and their customer preferences for different channels? Is that something that you're finding that you're actually from a consul? Tate of Perspective saying. Actually, what's idea here is to really not make assumptions on DH to actually do some investigations, and some studies tto learn. Is that a part of the process with you guys? It's a little >> bit a little bit of that. It's also sometimes that there's a journey purchase journey, a service journey in account management journey. You know the change. Change certain things about your service profile, but it's been developed over time, just through kind of osmosis, right? And so sometimes it's stepping back and understanding. What is that? Defining that journey and saying Where Artless critical path, where it may break down where problems occur So really drawn from that and understanding where those two points where we can Actually, and I say we being with customer helped them to be able to make that better overcome frustrations and delays and so on. So that's a really important element there in terms of channels. It's really just listening, listening to customers. Listen to agents listening to people that are on the front line talking to customers day in, day out and in realizing also, what's the profile of your customer? Your buyer? You know, not everybody is the same, and it doesn't always fit based on age or other demographics. You know, I have my father's eighty nine years old and weighs text messages all the time, you know, And once he embraced that, it's a wonderful method of communication. So, you know, there's a lot of things you have to look at along the way. >> Scott one of one of the biggest challenges in technologies we need to balance simplicity with the custom, ization and all of the choice in the world. I wonder if you might be able to comment. We know you know, from a customer standpoint, from agent standpoint. We wantto get them. The information they want when they need it is simple. It's possible. But on the back end, you know, we look at how many partners five nines has in all the different technologies you work with. You know, my business needs, you know, thes seven letters in the alphabet, not these other things. So how do you balance that from a messaging? And from a product standpoint, well, >> one of the >> things I realized is that one size doesn't fit. All right, companies have are different sizes. They're different complexity preferences along the way. So we really focus on how do you adapt the context center to the needs of that business? And that could be. Sometimes they have preferred vendors. So I'm a sales force, or Oracle or Mike saw for service now or whom you name it shop. I want to continue to use that it may be on work first optimization that I want. I have a certain set of capabilities I required that fits a particular vendor. Not so we really try to. And this is the beauty of the cloud is we can host. You know, elements in there in the case of, like, workforce optimization or in a grate in the case of serum to make that seamless. When you look at it from an agent perspective, it's all about giving them a common look and feel, you know, one term that's been really used. A lot of the show is the single pane of glass, the one agent desktop where they can really navigate because we've all experienced when you call into a context center and the agent is frustrated and these are complaining about the system, I'm sorry I'm trying to figure this out O this darn system. Oh, it's gotta wait or I have to find your information. I don't care. I'm the consumer. I just want my problem solved and frankly, the agents frustrated. But by integrating it within a with the serum, we could have all that information on the desktop on ly the relevant information that the agencies at that moment, you know, if I'm dealing with the purchase. Then I need that information on agent that's going to help me along the way. I don't need to worry about other factors, and I want to be able to customize that a little bit, too. My the way I behaved as an agent. So it is about convenience, intuitiveness, you know, and just ease of use. Long way. >> I'm curious. So here we are. Day three, Almost time with Enterprise Connect. Nineteen. You've been at the event the whole time. What are some of the things that you're hearing say from the analyst community? That is exciting. You about one. The direction that the contact center market is going into, what five nine is going to be able to deliver the rest of the year and beyond. >> You know, it's interesting. A couple of years ago, the buzz and the talk wass voices dead. It's all about everybody's going digital. And that was because of the increase in the number of transaction interacts that occurred over email chat social life. Now I was just talking to an analyst a little bit ago today, said You know, it's really interesting. Voice is hot again. Voice is cool because people are realizing voice has a very distinct role. And so it's not your only digital channels. It's not. You're it's really part of that mix back to comment we had before. So that's one thing you're seeing that you're seeing that with other vendors. You're seeing that with the conversations with customers, that it's really it's part of the mix and it's appropriate. Um, the other thing is, contexts enters hot again. It's kind of, you know, cool. And it's because of that change that we talked about earlier that, uh, it's no longer about cost center. It's no longer about Oh, I have tto answer that customer question. But now I play an integral role in that relationship my company has with the customer and how I can really reinforce the brand. So those are the things I think we're also seeing and talking to the analyst as well. They're saying that excitement and and also conversations that are occurring at the event are very engaging. People are really thinking about how they could change their business, >> and you could feel that and you could hear that here. So, Scott, as you say, the contact center is hot again stew. And I thank you for joining us on the program this afternoon. >> My pleasure. Thank you >> for student a man. I'm Lisa Martin. You're watching the Cube.