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Am just back from Talkdesk’s event in San Francisco, so it’s been a busy week. Lots to like - and learn - about what they’re doing, and I summarized that in two posts, both of which have been published now on GetVoIP.com.
If you haven’t seen them yet, the links are here and here. As always, comments and sharing are welcome.
Otherwise, here are a few of my photos from the event, and with that, we’re on to Miami, and BroadSoft Connections on Monday!
Can’t remember the last conference that hit the ground running with intensity, passion and creativity - and stayed there end to end. That’s been the vibe here, certainly for the general sessions on both days. It was enough just to keep up taking notes and posting some pix on social, and for now, I’ll be short, just like my Day 1 post. I need to digest and recover from two weeks of steady travel, but my considered thoughts will be coming soon. Until then, some Day 2 pix.
First, there is a really strong vibe here, not just for being socially conscious, but for social justice. For left-leaning liberals, Twilio is your kind of culture - Trump not spoken here. This was best exemplified by Erin Reilly, their VP of Social Impact and GM of Twilio.org. They’re not just talking about this stuff, but they’re doing a lot about it. Check our her “I am a Voter” t-shirt (worn by other Twilio speakers, including Jeff Lawson), and her social experiment with texting to see how many in the audience agree with her - love it. They’re also using their messaging platform to help people in need, especially the disadvantaged, like those subject to racial profiling or immigrants facing deportation. Pretty strong, but inspiring stuff.
On the fun side, SIGNAL did not lack for star power and cutting edge technology. First, Tony Hawk, who sure has inspired a few generations of skateboarders. He’s a legend, but not that recognizeable, so the running joke is that people think he looks like Tony Hawk - check out this tweet that shows what he’s talking about - hah! Then we had the creators of West World, Lisa Joy and Jonathan Nolan - cool. Even cooler, we were treated to an amazing “performance” by OK Go. I would need a whole post to break down all the things they did, but let’s just say, as developers, they mixed technology and music in a really creative manner that involved all of us, and all of our mobile devices. Tough act to follow!
Finally, magic was a big theme at SIGNAL, beginning with a cool demo from a magician who made the mobile phones of two strangers call each other simply by touching their index fingers together. Pretty impressive way to show the power of human connection, and there was more magic to follow. Now, check this out - CEO Jeff Lawson wearing the AR/VR goggles and doing a demo with Magic Leap. In the third photo, he’s doing a virtual chat with Magic Leap’s Rony Abovitz. The two avatars are chatting and interacting in real time, while Jeff and Rony are speaking from different physical locations. Jeff says this is the first time an avatar chat has EVER been done in real time in front of an audience. Aren’t we special, and isn’t that some kind of magic?
Onwards and Cloudwards is how Genesys is framing the topic, and it should be a good one. These are heady times for the contact center, as the case for moving to the cloud seems to get stronger by the day. There’s still lots to think about, and to do this right, you need a plan. If you’re in that situation now, this is the webinar for you.
My followers will know that I’ve been doing several webinars lately, and this topic has definitely been keeping me busy. For this webinar, Genesys is the sponsor, and following my presentation, I’ll be joined by Barbara Gonzalez, their VP of Global Business Consulting.
Full details are here on the registration page, and if you’re coming, save the date - Wed, Oct.3 at 2pm ET. Genesys has been doing a great job promoting this on their channels, and I’ll be keeping that vibe going as we get closer to the date.
I've just completed a series of writeups for Upstream Works on the growing role AI is playing in the contact center. The third and final Strategic Insight in this series can now be downloaded from their website, and I've written a blog post that serves as a preview for my analysis.
Before steering you there, in case you haven't been following this series, here's the preview post for the first writeup, and here for the second writeup. Each of these blog posts includes a URL where you can download the full analysis, and if you read these, I'd love to hear your thoughts - as would Upstream Works.
Coming back to the latest Strategic Insight, below is the opening para of the post now running on Upstream Works's blog - to read the rest, click here, after which I hope you download the full writeup.
Technology change presents both challenges and opportunities for all types of businesses, and over this three-part series, I’ve been addressing its impact on contact centers. In particular, I’ve been focusing on the emergence of Artificial Intelligence and the role chatbots can play in driving a better customer experience. The full potential will take years to realize, but there’s an urgency for contact centers to adopt new technology, and AI presents viable opportunities that can be deployed now.
I've been working on a series of writeups for Upstream Works on the growing role AI is playing in the contact center. The second Strategic Insight in this series can now be downloaded from their website, and I've written a blog post that serves as a preview for my analysis.
Here's the opening para of that post, and you can read the rest here on the Upstream Works blog.
Contact centers are not alone in trying to keep up with fast-changing technology, but they face two distinct challenges that are highly related. First would be various constraints that limit their ability to provide agents with the tools needed to effectively support today’s tech-savvy customers. This challenge was addressed in my previous blog post, which in turn supports a deeper analysis that you can access here.
I've been following Toronto-based Fonolo for years, and they continue to stay on the leading edge of contact center technology. CEO Shai Berger hosts occasional Google Hangout panel discussions, and I'll be on the next one, taking place on May 31 at 3pm EST.
We'll be joined by Daniel Hong from Forrester, and Kevin Brown of Banner Health. This is a live broadcast, and to register, all the details are here.
If you follow me, you'll know I've been way busy lately. Included in that mix is a white paper I've been doing for Cisco. Everyone is trying to assess what AI can really bring to the contact center, and to help educate the market, they engaged me to produce this vendor-neutral white paper. My job is provide objective, balanced insights, and hopefully you'll reach that conclusion after giving it a read.
The white paper is publicly-available now on Cisco's website, and you can access it here, under the Cisco Finesse tab. Your comments and inquiries are welcome, and any sharing would be greatly appreciated.
This is the second of three sessions I'll be moderating at next week's ITExpo in Fort Lauderdale. Yesterday, I posted about the first one, also on the same day, and general details about the expo and my overall schedule can be found on the Event Calendar of my website.
The AI session will be next Wednesday at 1pm, and we'll be in Room 209. We've got a full slate, and joining me will be Muthusamy Selvaraj from Carenection, Eric Bauer from AudioCodes, Brett Lancaster from Ricoh USA, and Bachir Halimi from Speech Mobility. This link will get you to the full details for our session, and while you're there, you can see what else is going on at the show.
Otherwise, I have plenty of meetings booked, but if you want to connect, I won't be hard to find.
That's the title of the first panel I'll be moderating a week from now at TMC's ITExpo in Fort Lauderdale. All told, I'm moderating three sessions, and there's more detail here in a recent post on my blog.
Joining me on the chatbot session will be David Lee of RingCentral, and Akshay Sharma from neXt Curve, and we're hoping to add another speaker shortly. There's a lot of ground to cover, but basically, we'll talk about how to get beyond the science experiment stage to make chatbots a new driver of business value and deeper engagement with customers.
For those attending, we'll be in Room 209, starting at 10 - see you there!
I've been working recently with Upstream Works, an emerging player in the contact center space with a strong focus on improving the customer experience. We just completed a white paper based on secondary source industry data and my analysis of the role of CX to create new business value.
The paper was just published today, and details are here on their website to get it. There will be more messaging around this on social media, and if you get a chance to read it, I'd welcome your thoughts, and I'm sure Upstream would too.
This crossed my path recently, and wanted to share it as a good resource/overview of technologies currently leading the contact center space.
RichCall is a contact center vendor I didn't know previously, and they recently compiled a pretty extensive summary, based on industry research and insights from analysts/consultants/experts in this space. This is a handy reference post if you want a 5 minute snapshot of what's driving contact center technology and what's coming next.
There's a solid list of industry experts - myself included, thanks - and if you're not sure who to follow to stay on top of things, this cohort covers the ground pretty thoroughly. Otherwise, there's some useful stats from Dimension Data's 2017 benchmark report, and if you like what you see, am sure RichCall will be happy for any sharing - and likewise for keeping our names out there.
I'm a regular contributor to No Jitter, and this time around, my focus was on a keynote speaker from the recent BroadSoft Connections conference. Of course, that event was overshadowed by the Cisco acquisition.
That development got plenty of coverage, but I wanted to provide a collaboration context around Bonin Bough's talk about hackonomy. He's a very engaging speaker, and while his focus was very much B2C, I can see relevance here for our space. He was speaking at BroadSoft for a reason, and if you didn't see him, hopefully my post will explain why. You can read it here now, and as always, sharing and comments are welcome.
Disruption is an understatement to describe the current state of the contact center space, and it goes well beyond Avaya’s Chapter 11 struggles, or the big move by Genesys to acquire Interactive Intelligence. These developments are relatively easy to understand, but as the frame of reference shifts from the “contact center” to “customer care”, other disruptive forces are emerging. Aside from being less easy to understand, they represent new channels of customer engagement that can potentially bypass the existing contact center model altogether.
In the course of my ongoing research, some of these disruptive forces have reached a point where there’s a broader story to tell, and I’ll summarize that in this post. There’s more disruption coming, and I’ll speak to that in due course, either here on my blog, or via one of the media channels I partner with.
Two disruption drivers – mobility and messaging
In my view, much of this disruption is due to the confluence of two major trends in customer care that happen to complement each other very nicely – mobility and messaging. To illustrate, this slide from Mary Meeker’s latest Kleiner Perkins Internet Trends report provides two important takeaways.
First, our engagement with digital media is steadily growing, hitting 5.6 hours per day in 2016. Aside from this being a big part of our day, it also means people are spending less time on the phone, and to provide good customer service, you need to use what they’re using. Secondly, within the digital realm, mobile devices caught up to the PC in 2013, and while PC usage has stagnated, mobility usage has grown 35% since then.
The rise of messaging goes hand-in-hand with mobility, and this presents some fundamental challenges for contact centers since they remain largely voice-centric. Messaging has been widely adopted in the consumer world, not just for its convenience, but also for economics, especially compared to telephony. These drivers aren’t as strong in the enterprise, so the adoption of messaging applications isn’t as common. Not only that, but most forms of enterprise messaging are automated – such as reminders - not person-to-person. The modes of messaging customers want to use to engage with agents aren’t native to the contact center, so there’s a gap here.
Furthermore, with customers showing an increasing preference for self-service and using messaging over voice, contact centers are struggling to keep pace. The above mobility trend seems likely to continue, and if this is where they are when customer service is needed, then messaging will become an important channel of engagement for the contact center.
Enter the new players – another form of disruption
Everything happens for a reason, and both mobility and messaging are impacting the contact center value proposition. While the existing vendors will continue to dominate the landscape – namely Avaya, Cisco and Genesys, but also the leading CRM players – their offerings are not built around these drivers. They’re definitely moving in that direction, but existing platforms and operating environments are well entrenched, making it difficult to adapt at the speed the market is moving.
This isn’t to say that all forms of contact will become messaging-based, or that all forms of customer service will occur on mobile devices, but these modes – these preferences – are too big to ignore or underestimate. With customer experience – CX – being a top strategic mantra, management is going to back the horses that do the best job, regardless of how it’s been done until now.
These shifts – and opportunities – haven’t been lost on other players, who are leveraging them to enter this space with a clean slate and a nextgen approach to customer care. In particular, I’m talking about Amazon, Apple and Facebook – all outsiders to the contact center world, but when viewed through the lens of mobility and messaging, it’s not hard to understand why they’re here. So far, these companies are only having a nominal impact on the status quo, but consider four ways in which they can be disruptive:
1. As outsiders, they can create a new and different CX, built from the ground-up based on today’s needs, wants, preferences, expectations, etc. Like everything else in tech, customer service is becoming increasingly user-driven, and when the tools – and rules – of engagement are in the customer’s hands, that’s what defines CX.
2. With that shift in the balance of power, CX becomes consumer-driven rather than company-driven. Understanding consumer behavior now becomes paramount, and can you think of any companies in tech better suited for this than Amazon, Apple and Facebook? To varying degrees, today’s CX plays to their strengths in ways that the contact center vendors cannot match. Of course, the converse is also true, but I’m focused on where the market is going, not where it’s been.
3. Not only do these companies have the scale to compete against anybody, their footprint and strength as consumer brands translates into incredible market power that can change the game if successful. That said, it’s equally true that if they don’t get enough traction, they can – and will - exit the CX space and move on to other things. These companies all have track records of success and failure, and are more likely to take bold risks to reinvent CX than the established contact center vendors. They have everything to gain and little to lose, and there’s a lot at stake given how hard it is to provide a great CX.
4. Each in their own way is capable of delivering an end-to-end CX that bypasses the contact center altogether. This may be the biggest form of disruption, because they can bring a new value chain to market that is fully within their control and provides an alternative to engage with a company’s contact center operation. I’m not saying this will make the contact center obsolete – not at all. However, they do represent new channels of engagement that may not happen otherwise, and not all forms of CX require dealing with a contact center.
To clarify, here’s a very brief summary of what these companies are doing in the CX space. Each one needs a detailed analysis, but that will be for another time.
Amazon
Their initial entry with Connect was more of a direct form of competition in the contact center space, and while it’s far from complete, they have the market power to jump right in. They know their limitations – or maybe not – and one improvement they just made was to message-enable Connect. This allows agents in real time to identify if an incoming call supports SMS or Facebook Messenger. If so, the session can shift to being messaging-based, including with a Lex chatbot that can easily be escalated to a live agent, and there are lots of scenarios where that would provide a better CX.
Most contact centers aren’t able to manage inbound messaging inquiries, so this is a big step forward to use this channel in cases where customers prefer that. This can also help agents be more productive, since voice calls can only be handled one at a time, but with messaging, they can manage multiple sessions concurrently.
Other features are no doubt coming that will make Connect more messaging-centric, and better able to support more CX. Not only are they motivated to succeed because the enterprise is an attractive growth opportunity, engaging with customers via Connect provides another touchpoint into the broader Amazon universe. In this regard, they’re not competing against Cisco or Avaya – it’s Facebook and Apple they’re trying to keep pace with for consumer engagement.
Apple
This represents something very different, but as with Amazon, Business Chat is part of Apple’s broader plan to play in the enterprise market. Business Chat is tied to their new iOS 11, and for this post, the interesting part is how iMessage allows communication with a business from any touchpoint in the Apple ecosystem, such as Safari, Maps, or even Siri. Now, iPhone users can use messaging to directly engage with a business, or do so via the contact center. The latter is certainly not Apple’s forte, and for that, they have done integrations with the likes of Genesys and Saleforce.com.
Now, add Apple Pay to the equation, and iMessage can facilitate a mobile, end-to-end CX, right through to making a purchase and completing the transaction. Not a word need be spoken, and no need to disrupt the session by fumbling around for your wallet. This doesn’t hold for all customer service scenarios, but it all seems pretty intuitive for Apple users, and that’s the point. Why risk the aggravation of a contact center when you can do all this from the palm of your hand while walking about or even driving? As a sidebar, it’s worth noting that AR/VR with iPhone 8 could, at some point, have a role to play in creating a new, Apple-centric CX.
The CX story here is less clear, but there are important parallels to both Amazon and Apple. On the messaging front, Messenger represents a new CX channel, not only due to its large footprint, but with their Payments application, this becomes a massive e-commerce play. The success of WeChat in China validates the mobile payments opportunity, so it’s not hard to see why CX fits into the Facebook angle.
This is also relevant because Facebook is addressing a global market, and they have an advantage over mobile carriers competing for a slice of the payments pie. In many markets, SMS is costly, but being free, Messenger can capture some of that traffic, bringing customers into Facebook’s CX value chain. To counter that, of course, concerns about privacy have dogged Facebook for years, so a lot has to go right to become a trusted CX channel. Even now, however, I think they’re an important part of this changing landscape.
My main takeaways
While it’s clear how mobility is transforming CX, the impact of messaging is less evident at this point. However, we all know that contact centers are trying to shift the workload from voice to text to keep costs down, manage call volumes, and engage using tools preferred by customers. We also know that there are many contact center scenarios that don’t require voice at all, and this points to the growing need to become more messaging-centric. That’s certainly the common thread with Amazon, Apple and Facebook, and their momentum will continue regardless of how the contact center vendors respond.
On the messaging front, contact center vendors will continue evolving, but probably not as quickly as these disruptors, and their progress needs to be closely followed. Another factor in all this is the way these vendors have evolved. They all have messaging-centric platforms as part of their CPaaS story, but these are independent of their contact center platforms. Those worlds are coming together, but at present, their messaging APIs are generic, and don’t integrate specifically with their contact center platforms, or anyone else’s for that matter.
The missing piece is having vendor-specific APIs, where the messaging platform integrates directly with the contact center platform – that’s what’s needed to fully support this emerging nextgen CX. CPaaS offerings like Fuze and Twilio are going in that direction, but it’s not their core business, and probably will never be. To my knowledge, the only pureplay messaging vendor focused on CX – both for the contact center and these disruptors – is WebText. They’re the partner for Amazon’s new messaging capability, and I suspect more is coming.
If you’re trying to follow where the puck is going, they’re an important company to follow. I’ve seen this happen before, where pureplays have brought the innovation needed to take a market to the next level, such as with Acme Packet with SBCs, or Convedia with media servers. It’s too soon to tell how things will unfold with WebText or the CPaaS players, but I’m pretty sure messaging is going to give voice a good run for its money as CX moves along this path.
I write a regular column for No Jitter, and it's long been a rich resource for the collaboration space. My followers will know that messaging has been a current focus of my research, and Apple's Business Chat has been on my radar for a bit.
I'll be writing and speaking about this topic elsewhere over the next few weeks, and hopefully this post will pique your interest enough to keep tabs on me during this time, and beyond. With that, here's the link to my No Jitter post, and if you like my analysis, I'd love to hear from you, and so would the folks at No Jitter!
There are SO few industry events in Canada, although lately I've been speaking at a couple, but they're pretty small, at least compared to what I usually attend in the U.S.
Well, we do have one big conference - the Canadian Telecom Summit - and it's been running 16 years now. It's here in Toronto, and I'll be attending over the course of its run next week from Monday to Wednesday. For more details, please see the Event Calendar section of my site.
I'll be tweeting as time allows - #CTS17 - and will post some highlights here in due course.
This my third U.S. conference this month, and I'm speaking at two others back home in Toronto, so am now at that saturation point where everything is a big blur. However, I got to the airport early, found a quiet spot, and wanted to get a quick post out while I'm still in the moment.
I just want to share some high level thoughts here, and will have a more considered analysis next week, and hopefully you'll stay with me for that. First off, having been to several Interactions events in Indy, not having Don Brown here to share his vision was a big sign of how much has changed in a year. Those are big shoes to fill, and given how much integration has been done by Genesys in a short period of time, kudos are due to CEO Paul Segre and his team.
The contact center space is going through unprecedented - but expected - disruption, so much so, I don't think that term will be in use much longer. End users and vendors alike are going through an existential crisis with all this new technology, and from what I saw, Genesys gets that in spades. I didn't attend the technical breakout sessions, but I hardly heard any references to IVR, ACD, call recording, etc. - the stock in trade of most contact centers.
Today, it's all about omnichannel, CX and customer journey, and the new vernacular is about AI, machine learning, automation, chatbots, conversational interfaces, journey visualization, biometrics, and of course, AR/VR. Digital transformation is definitely happening here, and Genesys has a pretty good handle not just on what is happening, but how their customers need to adapt.
Genesys, too, needs to adapt, and I really liked the overall tone of their messaging, mainly around their G-NINE framework, along with how they've branded their three core offerings - PureCloud, PureConnect and PureEngage - into a complete product family - the Genesys Customer Experience Platform.
All of this needs unpacking, and I'll get to that in an upcoming post. Until then, here are two key takeaways that stuck with me, along with a few photos for posterity. I really hope we get back to Indy at some point, but this may well have been the last one now that ININ is fully in the Genesys fold.
1. Meet Kate - that's their new chatbot, but there's much more to the story. Gender politics aside - yes, that's a thing - what stuck with me was how they call this "blended AI". The language for our brave new digital world is still evolving, and since nobody really owns it, we can call these new things whatever we want. For now, that term seems to work, with the idea being that Kate strives to leverage micro-services/applications efficiently when interfacing with machines (for lack of a better word - that's definitely a holdover from pre-digital times that will surely fade away), but also with empathy and a personal touch when dealing with people - both customers and employees.
2. Branding update. So, the "big reveal" at the end of the general sessions was ably handled by CMO Merijn te Booijj. This initiative was done thoughtfully and with purpose, and he did a great job explaining it. Given all the integration with ININ, and their future-forward vision for CX, there's a lot of ground to cover when coming up with new branding that's going to hit the mark. Being a marketing guy, I really admire good branding, and I'd say they've succeeded. The new logo is a bit amorphous - almost like mutating cells - but hey, isn't that what's really been happening with Genesys, evolving into a higher life form, so to speak? Maybe. More on that later, and if you haven't seen the new logo/tagline yet, it's in the gallery below.
Not quite the Indy 500 starting line, but my timing was good here.
Genesys CEO Paul Segre
Not quite the iconic monolith slab from Kubrick's 2001 Space Odyssey, but at least here, the message is easier to understand - "moments connected" - I hope! :-)
I got to play again with the SIPtones here on Tuesday night, and it was a lot of fun. If you were there, I'd love to hear from you or see your pix!
This will be US stop #3 for me this month, and then things finally slow down on the travel front. Am flying on Sunday to Indy for CX17, where the event tagline is "Together", referring to the combined conference for Genesys and Interactive Intelligence.
I posted the basic details about the conference already in the Event Calendar of my website, so please go there for that. I don't get to do this often, so I'd be remiss to not do another shout-out for our SIPtones gig next Tuesday during the conference. More info about that is also in the Event Calendar listing, including a link to a video compilation of our last show in Indy. Enjoy!
I'm in Montreal about to start Day 2 for Cisco's 2017 Customer Care Analyst event. Been really good so far, and more to come today. I'll be writing about this shortly, so stay tuned.
After this, I'm in Phoenix for NEC's event next week, then I'm speaking in Toronto for a networking event hosted by Jeff Pulver about the chatbot/AI space. Week after that, I'm in Indy for the Genesys/ININ event, plus am playing piano there as part of the SIPtones - that should be fun. Following that, I'm speaking again in Toronto at a networking event hosted by my MBA alma mater, Schulich, running a roundtable discussion about digital transformation.
Something different every week this month, so never dull, that's for sure. Somehow, I'll get my regular set of writing done, along with finishing off two white papers and prepping for a webinar I'm doing later this month. It's go time, and the Cisco folks are ready to start here - out for now, back soon.
Just sharing some quick thoughts and photos from the first two days of Monage, here in San Jose. Time is running short, and my session is in an hour. Got LOTS to say, but it will have to wait til after the event, although I've been tweeting a fair bit - #Monage.
In short, Jeff has delivered a great program as usual, with a wonderful diversity of speakers and perspectives on where things are going with chatbots, AI and messaging. It's mostly a consumer story, and in our session, we'll be giving the enterprise version of things. Check back with me in a day or so, and I'll have something more coherent to say - ears still ringing from the Herding Cats party last night. :-)
Jeff Pulver and his welcome comments
Oisin Lunny of OpenMarket, talking about mobile engagement trends
Amir Shevat from Slack, talking about how bots are used in the enterprise
Regulatory panel - so, why is Jeff smiling? What's Jeff thinking? Guess I caught the moment, here, huh? Perfect for a meme!
chris fine leading the millennials panel - very interesting, wish my kids were up there too! Photo courtesy of Mike Jablon.
NFV and hosted comms panel, moderated by Mike Jablon, including RingCentral, 8x8 and the Infield Group
Expo Hall - it's small, but engaging. Well, VON started small too.
Johnny Digzz holding court - just press go and away he goes - great stories and tech perspectives
jon and jeff! Photo courtesy of Uncle Jerry. :-)
Night time is the right to get out and have some fun - that what happens when the herding cats play - still sounding great!
As good as it looks, and a local landmark for sure. ok, time to take a walk...
A few blocks south - not everyone can afford to eat at Joe's, and they'll go to Trine's instead. Not everyone in San Jose is a tech millionaire. or will be part of the bot economy. be thankful for what you have!
If Trine's is too busy, go a little further south to the Burger Bar - the price sure is right!
Think I walked a bit too far - better keep going - not quite feeling it for this spot.
TMCnet's flagship show, ITExpo gets underway next Wednesday, and I'll be there as usual. No complaints going to Florida in February, and I've got a full schedule of vendor briefings, meetings and am moderating two sessions.
The first one is on Friday at 10am, and as the title above suggests, we'll be discussing how technology is impacting customer service, and what businesses need to do to adapt. Joining me will be speakers from Plantronics, Telax, CGS and USAN. It's going to be good, and for more detail, scroll down the Conference Program page here, and when you get to Friday, look for us in the Enterprise Communications track. Hope you can join us!
J Arnold & Associates is an Independent Technology Research and Analyst, helping businesses understand the strategic value of communications technology as they adapt to the digital transformation of work
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