{"version":"1.0.0","segments":[{"speaker":"Tom Morgan","startTime":2.18,"endTime":5.03,"body":"Welcome to ACP,"},{"speaker":"Tom Morgan","startTime":2.18,"endTime":5.03,"body":"the Amazon Connect podcast."},{"speaker":"Tom Morgan","startTime":5.63,"endTime":9.32,"body":"This is the show that focuses on Amazon"},{"speaker":"Tom Morgan","startTime":5.63,"endTime":9.32,"body":"Connect and related technologies."},{"speaker":"Tom Morgan","startTime":10.05,"endTime":12.16,"body":"I'm your host, Tom Morgan, introducing"},{"speaker":"Tom Morgan","startTime":12.16,"endTime":13.21,"body":"Episode eight.."},{"speaker":"Tom Morgan","startTime":13.21,"endTime":17.38,"body":"And I'm joined as usual by my co"},{"speaker":"Tom Morgan","startTime":13.21,"endTime":17.38,"body":"host, AWS Solution Architect and"},{"speaker":"Tom Morgan","startTime":17.38,"endTime":19.445,"body":"Contact Center Consultant, Alex Baker."},{"speaker":"Tom Morgan","startTime":20.195,"endTime":23.985,"body":"We are also joined today by Scott Budding,"},{"speaker":"Tom Morgan","startTime":20.195,"endTime":23.985,"body":"Manager of Sales Engineering for the UK"},{"speaker":"Tom Morgan","startTime":23.985,"endTime":28.774,"body":"and EMEA, and Rich Pennington, Director of"},{"speaker":"Tom Morgan","startTime":23.985,"endTime":28.774,"body":"Strategic Partnerships for International"},{"speaker":"Tom Morgan","startTime":28.784,"endTime":30.715,"body":"Markets, both from Collabrio."},{"speaker":"Tom Morgan","startTime":31.795,"endTime":35.325,"body":"Find out more about Cloud Interact"},{"speaker":"Tom Morgan","startTime":31.795,"endTime":35.325,"body":"by visiting us at cloudinteract."},{"speaker":"Tom Morgan","startTime":35.654,"endTime":35.824,"body":"io."},{"speaker":"Tom Morgan","startTime":36.824,"endTime":42.56,"body":"It's time for another ACP and we are"},{"speaker":"Tom Morgan","startTime":36.824,"endTime":42.56,"body":"joined today by By not one, but two"},{"speaker":"Tom Morgan","startTime":42.61,"endTime":47.09,"body":"guests we have with us today, Scott"},{"speaker":"Tom Morgan","startTime":42.61,"endTime":47.09,"body":"Budding, manager of sales engineering"},{"speaker":"Tom Morgan","startTime":47.09,"endTime":49.28,"body":"for the UK and EMEA at Calabria, Scott."},{"speaker":"Scott Budding","startTime":49.299,"endTime":49.719,"body":"Hello."},{"speaker":"Scott Budding","startTime":50.219,"endTime":50.909,"body":"Hello, Tom."},{"speaker":"Scott Budding","startTime":50.939,"endTime":51.709,"body":"Thrilled to be here."},{"speaker":"Scott Budding","startTime":51.769,"endTime":52.539,"body":"Thanks for having me on."},{"speaker":"Tom Morgan","startTime":52.829,"endTime":53.299,"body":"Not at all."},{"speaker":"Tom Morgan","startTime":53.599,"endTime":55.199,"body":"We also have Rich Pennington."},{"speaker":"Tom Morgan","startTime":55.379,"endTime":58.149,"body":"He is the director of strategic"},{"speaker":"Tom Morgan","startTime":55.379,"endTime":58.149,"body":"partnerships for international"},{"speaker":"Tom Morgan","startTime":58.149,"endTime":59.969,"body":"markets, which sounds very mysterious."},{"speaker":"Richard Pinnington","startTime":60.049,"endTime":60.799,"body":"It does, doesn't it?"},{"speaker":"Richard Pinnington","startTime":60.799,"endTime":61.269,"body":"Hi, Tom."},{"speaker":"Richard Pinnington","startTime":61.279,"endTime":61.769,"body":"Hi, Alex."},{"speaker":"Richard Pinnington","startTime":61.819,"endTime":62.629,"body":"Thanks for joining us."},{"speaker":"Richard Pinnington","startTime":62.639,"endTime":63.939,"body":"Two for the price of one this week."},{"speaker":"Alex Baker","startTime":64.549,"endTime":65.019,"body":"Excellent."},{"speaker":"Alex Baker","startTime":65.019,"endTime":65.469,"body":"Hi guys."},{"speaker":"Alex Baker","startTime":65.469,"endTime":65.859,"body":"Welcome."},{"speaker":"Tom Morgan","startTime":66.514,"endTime":66.834,"body":"Excellent."},{"speaker":"Tom Morgan","startTime":66.854,"endTime":69.594,"body":"And that voice is Alex, my"},{"speaker":"Tom Morgan","startTime":66.854,"endTime":69.594,"body":"co host who's joining us."},{"speaker":"Tom Morgan","startTime":69.894,"endTime":74.384,"body":"And he, he runs into the studio with"},{"speaker":"Tom Morgan","startTime":69.894,"endTime":74.384,"body":"a breaking news as I understand it."},{"speaker":"Tom Morgan","startTime":74.694,"endTime":79.564,"body":"So we always tend to start the the"},{"speaker":"Tom Morgan","startTime":74.694,"endTime":79.564,"body":"episode with news items and Alex, you,"},{"speaker":"Tom Morgan","startTime":79.614,"endTime":80.904,"body":"you have something to bring to us."},{"speaker":"Alex Baker","startTime":81.154,"endTime":84.554,"body":"Yeah, I mean, admittedly, it"},{"speaker":"Alex Baker","startTime":81.154,"endTime":84.554,"body":"was, it was somewhat prompted by you, Tom,"},{"speaker":"Alex Baker","startTime":84.554,"endTime":86.394,"body":"saying, are there any breaking news items?"},{"speaker":"Alex Baker","startTime":86.394,"endTime":87.764,"body":"That's part of my story, but yeah."},{"speaker":"Alex Baker","startTime":88.674,"endTime":90.284,"body":"Anyway, yes, breaking news."},{"speaker":"Alex Baker","startTime":90.344,"endTime":90.664,"body":"Breaking news."},{"speaker":"Alex Baker","startTime":91.014,"endTime":95.024,"body":"And this is as we record in,"},{"speaker":"Alex Baker","startTime":91.014,"endTime":95.024,"body":"in sort of mid to late March."},{"speaker":"Alex Baker","startTime":95.394,"endTime":99.764,"body":"Amazon have released hierarchy"},{"speaker":"Alex Baker","startTime":95.394,"endTime":99.764,"body":"based access control in preview."},{"speaker":"Alex Baker","startTime":100.284,"endTime":105.304,"body":"So in addition to the access controls that"},{"speaker":"Alex Baker","startTime":100.284,"endTime":105.304,"body":"you, you could enable by using tagging"},{"speaker":"Alex Baker","startTime":105.314,"endTime":109.754,"body":"in connect, which is they've sort of been"},{"speaker":"Alex Baker","startTime":105.314,"endTime":109.754,"body":"expanding on the, on that and, and making"},{"speaker":"Alex Baker","startTime":109.754,"endTime":115.654,"body":"it available to more objects, there is now"},{"speaker":"Alex Baker","startTime":109.754,"endTime":115.654,"body":"additional hierarchy based access control."},{"speaker":"Alex Baker","startTime":116.244,"endTime":120.704,"body":"So it allows you to assign hierarchies"},{"speaker":"Alex Baker","startTime":116.244,"endTime":120.704,"body":"to a user, define organizational"},{"speaker":"Alex Baker","startTime":120.704,"endTime":122.414,"body":"groups that the user belongs to."},{"speaker":"Alex Baker","startTime":122.854,"endTime":125.914,"body":"And then you can restrict"},{"speaker":"Alex Baker","startTime":122.854,"endTime":125.914,"body":"users from accessing others"},{"speaker":"Alex Baker","startTime":126.234,"endTime":127.794,"body":"outside of their hierarchy."},{"speaker":"Alex Baker","startTime":127.894,"endTime":131.404,"body":"So a great use case for,"},{"speaker":"Alex Baker","startTime":127.894,"endTime":131.404,"body":"for people like BPOs."},{"speaker":"Alex Baker","startTime":131.794,"endTime":136.664,"body":"I know in the past we've spoken to people"},{"speaker":"Alex Baker","startTime":131.794,"endTime":136.664,"body":"who work for, for BPO organizations,"},{"speaker":"Alex Baker","startTime":136.674,"endTime":140.424,"body":"and they've, they've found that it's"},{"speaker":"Alex Baker","startTime":136.674,"endTime":140.424,"body":"tricky to get that level of control"},{"speaker":"Alex Baker","startTime":140.554,"endTime":144.744,"body":"over what a user can see in Connect"},{"speaker":"Alex Baker","startTime":140.554,"endTime":144.744,"body":"in a single instance, which has led"},{"speaker":"Alex Baker","startTime":144.744,"endTime":148.994,"body":"them to sometimes have to have sort of"},{"speaker":"Alex Baker","startTime":144.744,"endTime":148.994,"body":"different separate instances for each"},{"speaker":"Alex Baker","startTime":148.994,"endTime":150.524,"body":"of their clients, that kind of thing."},{"speaker":"Alex Baker","startTime":150.874,"endTime":154.604,"body":"All of this user level access stuff"},{"speaker":"Alex Baker","startTime":150.874,"endTime":154.604,"body":"is really useful for those kinds of"},{"speaker":"Alex Baker","startTime":154.604,"endTime":156.214,"body":"people, those kinds of use cases."},{"speaker":"Alex Baker","startTime":156.694,"endTime":162.114,"body":"It, at the moment, it looks like it's"},{"speaker":"Alex Baker","startTime":156.694,"endTime":162.114,"body":"only for users to start with, but I can"},{"speaker":"Alex Baker","startTime":162.154,"endTime":166.584,"body":"only expect that they'll expand more on,"},{"speaker":"Alex Baker","startTime":162.154,"endTime":166.584,"body":"on that in due course, like they have"},{"speaker":"Alex Baker","startTime":166.584,"endTime":168.314,"body":"with it, the tags based access control."},{"speaker":"Alex Baker","startTime":168.314,"endTime":169.744,"body":"So yeah, really, really good news"},{"speaker":"Tom Morgan","startTime":169.744,"endTime":169.954,"body":"there."},{"speaker":"Tom Morgan","startTime":170.184,"endTime":170.654,"body":"Yeah, that's cool."},{"speaker":"Tom Morgan","startTime":170.654,"endTime":172.904,"body":"It's slightly easier than setting"},{"speaker":"Tom Morgan","startTime":170.654,"endTime":172.904,"body":"up your own tags, I guess."},{"speaker":"Tom Morgan","startTime":172.914,"endTime":175.144,"body":"It's slightly more kind of"},{"speaker":"Tom Morgan","startTime":172.914,"endTime":175.144,"body":"boxed and built in and yeah."},{"speaker":"Tom Morgan","startTime":175.644,"endTime":176.054,"body":"Okay."},{"speaker":"Tom Morgan","startTime":176.154,"endTime":176.504,"body":"That's cool."},{"speaker":"Tom Morgan","startTime":176.934,"endTime":177.434,"body":"Yeah, definitely."},{"speaker":"Tom Morgan","startTime":177.884,"endTime":181.894,"body":"It's loads of opportunities for using"},{"speaker":"Tom Morgan","startTime":177.884,"endTime":181.894,"body":"that and just kind of just locking"},{"speaker":"Tom Morgan","startTime":181.894,"endTime":185.174,"body":"down a contact, a connect instance, I"},{"speaker":"Tom Morgan","startTime":181.894,"endTime":185.174,"body":"guess,  to make sure people have access"},{"speaker":"Tom Morgan","startTime":185.174,"endTime":189.934,"body":"just to stuff they need and like the tag"},{"speaker":"Tom Morgan","startTime":185.174,"endTime":189.934,"body":"stuff is so flexible, but it's, it can"},{"speaker":"Tom Morgan","startTime":189.934,"endTime":191.564,"body":"also get quite messy, I guess, as well."},{"speaker":"Alex Baker","startTime":192.084,"endTime":194.294,"body":"Yeah, it's quite,"},{"speaker":"Alex Baker","startTime":192.084,"endTime":194.294,"body":"quite complex potentially."},{"speaker":"Alex Baker","startTime":194.424,"endTime":197.019,"body":"And I think the agent"},{"speaker":"Alex Baker","startTime":194.424,"endTime":197.019,"body":"hierarchy has always."},{"speaker":"Alex Baker","startTime":197.299,"endTime":200.529,"body":"Been there and been sort of"},{"speaker":"Alex Baker","startTime":197.299,"endTime":200.529,"body":"restricted in what it will"},{"speaker":"Alex Baker","startTime":200.529,"endTime":202.619,"body":"actually prevent you from viewing."},{"speaker":"Alex Baker","startTime":202.619,"endTime":206.589,"body":"So it would restrict the core"},{"speaker":"Alex Baker","startTime":202.619,"endTime":206.589,"body":"recordings access, but not much else."},{"speaker":"Alex Baker","startTime":207.039,"endTime":210.309,"body":"And it's nice that they're now expanding"},{"speaker":"Alex Baker","startTime":207.039,"endTime":210.309,"body":"on that from what it looks like here."},{"speaker":"Tom Morgan","startTime":210.489,"endTime":210.919,"body":"Nice."},{"speaker":"Tom Morgan","startTime":211.029,"endTime":211.509,"body":"Oh, cool."},{"speaker":"Tom Morgan","startTime":211.549,"endTime":214.579,"body":"Well, we'll keep an eye on that as"},{"speaker":"Tom Morgan","startTime":211.549,"endTime":214.579,"body":"it evolves as well and keep you all"},{"speaker":"Tom Morgan","startTime":214.579,"endTime":217.979,"body":"updated with with how it's, how it's"},{"speaker":"Tom Morgan","startTime":214.579,"endTime":217.979,"body":"progressing and what that means for you."},{"speaker":"Tom Morgan","startTime":218.694,"endTime":222.274,"body":"All right, well, our episode theme"},{"speaker":"Tom Morgan","startTime":218.694,"endTime":222.274,"body":"this week is all about workforce"},{"speaker":"Tom Morgan","startTime":222.274,"endTime":226.594,"body":"optimization and workforce management,"},{"speaker":"Tom Morgan","startTime":222.274,"endTime":226.594,"body":"which is why Scott and Richard here."},{"speaker":"Tom Morgan","startTime":226.644,"endTime":230.304,"body":"And I'm quite glad because I'm"},{"speaker":"Tom Morgan","startTime":226.644,"endTime":230.304,"body":"not sure I entirely understand"},{"speaker":"Tom Morgan","startTime":230.304,"endTime":231.284,"body":"what each of those things are."},{"speaker":"Tom Morgan","startTime":231.314,"endTime":235.924,"body":"So between the two of you, you can pick"},{"speaker":"Tom Morgan","startTime":231.314,"endTime":235.924,"body":"but like, can you high level for me?"},{"speaker":"Tom Morgan","startTime":235.964,"endTime":239.824,"body":"What workforce optimization is"},{"speaker":"Tom Morgan","startTime":235.964,"endTime":239.824,"body":"and what workforce management is"},{"speaker":"Scott Budding","startTime":239.824,"endTime":241.004,"body":"and why I"},{"speaker":"Scott Budding","startTime":239.824,"endTime":241.004,"body":"should care about them."},{"speaker":"Scott Budding","startTime":241.504,"endTime":241.834,"body":"Sure."},{"speaker":"Scott Budding","startTime":241.874,"endTime":243.724,"body":"Yeah, I can take this one, Tom."},{"speaker":"Scott Budding","startTime":244.154,"endTime":247.234,"body":"So workforce management,"},{"speaker":"Scott Budding","startTime":244.154,"endTime":247.234,"body":"let's, let's start with that."},{"speaker":"Scott Budding","startTime":247.264,"endTime":249.324,"body":"You know, we hear a lot"},{"speaker":"Scott Budding","startTime":247.264,"endTime":249.324,"body":"of acronyms thrown around."},{"speaker":"Scott Budding","startTime":249.324,"endTime":251.224,"body":"So WFM, workforce management."},{"speaker":"Scott Budding","startTime":251.744,"endTime":255.264,"body":"Now, workforce management is,"},{"speaker":"Scott Budding","startTime":251.744,"endTime":255.264,"body":"is really, if you like, where"},{"speaker":"Scott Budding","startTime":255.504,"endTime":257.254,"body":"workforce optimization began."},{"speaker":"Scott Budding","startTime":257.479,"endTime":261.559,"body":"It feels because it's, it's really about"},{"speaker":"Scott Budding","startTime":257.479,"endTime":261.559,"body":"ensuring that we've got, you know, the"},{"speaker":"Scott Budding","startTime":261.559,"endTime":265.189,"body":"right framework, the processes in place"},{"speaker":"Scott Budding","startTime":261.559,"endTime":265.189,"body":"and supported by technology today, a"},{"speaker":"Scott Budding","startTime":265.189,"endTime":270.619,"body":"workforce management solution is really"},{"speaker":"Scott Budding","startTime":265.189,"endTime":270.619,"body":"focusing on generating those forecasts."},{"speaker":"Scott Budding","startTime":270.969,"endTime":274.449,"body":"So being able to, you know, take"},{"speaker":"Scott Budding","startTime":270.969,"endTime":274.449,"body":"historical data and predict future demand."},{"speaker":"Scott Budding","startTime":274.774,"endTime":275.934,"body":"Schedule our employees."},{"speaker":"Scott Budding","startTime":275.954,"endTime":278.934,"body":"It's really everything that helps"},{"speaker":"Scott Budding","startTime":275.954,"endTime":278.934,"body":"move you through a planning circle."},{"speaker":"Scott Budding","startTime":278.964,"endTime":283.284,"body":"So for those listeners that are familiar"},{"speaker":"Scott Budding","startTime":278.964,"endTime":283.284,"body":"with the the planning cycle that, you"},{"speaker":"Scott Budding","startTime":283.284,"endTime":286.284,"body":"know, it's, it's really in its most"},{"speaker":"Scott Budding","startTime":283.284,"endTime":286.284,"body":"simplistic terms, it's forecasting."},{"speaker":"Scott Budding","startTime":286.304,"endTime":288.874,"body":"It's about scheduling resources"},{"speaker":"Scott Budding","startTime":286.304,"endTime":288.874,"body":"to meet that requirement."},{"speaker":"Scott Budding","startTime":288.954,"endTime":291.564,"body":"It's about your intraday management"},{"speaker":"Scott Budding","startTime":288.954,"endTime":291.564,"body":"and real time management."},{"speaker":"Scott Budding","startTime":291.574,"endTime":293.954,"body":"So you're kind of on the day"},{"speaker":"Scott Budding","startTime":291.574,"endTime":293.954,"body":"management of the contact center."},{"speaker":"Scott Budding","startTime":294.454,"endTime":297.034,"body":"So workforce management"},{"speaker":"Scott Budding","startTime":294.454,"endTime":297.034,"body":"solutions, you know, we'll, we'll"},{"speaker":"Scott Budding","startTime":297.034,"endTime":298.834,"body":"provide things like adherence."},{"speaker":"Scott Budding","startTime":298.904,"endTime":299.624,"body":"So you can see."},{"speaker":"Scott Budding","startTime":300.044,"endTime":304.294,"body":"How well or not an agent is following"},{"speaker":"Scott Budding","startTime":300.044,"endTime":304.294,"body":"the plan that they've been scheduled,"},{"speaker":"Scott Budding","startTime":304.764,"endTime":307.834,"body":"you know, comparing their, their"},{"speaker":"Scott Budding","startTime":304.764,"endTime":307.834,"body":"status, for example, from Amazon"},{"speaker":"Scott Budding","startTime":307.834,"endTime":311.944,"body":"Connect to their scheduled activity,"},{"speaker":"Scott Budding","startTime":307.834,"endTime":311.944,"body":"and also monitoring those volumes"},{"speaker":"Scott Budding","startTime":311.944,"endTime":313.564,"body":"of interactions in the handle times."},{"speaker":"Scott Budding","startTime":313.564,"endTime":315.274,"body":"How do they compare to"},{"speaker":"Scott Budding","startTime":313.564,"endTime":315.274,"body":"what was forecasted?"},{"speaker":"Scott Budding","startTime":315.544,"endTime":318.529,"body":"You know, really kind of intelligence"},{"speaker":"Scott Budding","startTime":315.544,"endTime":318.529,"body":"to help you understand You know,"},{"speaker":"Scott Budding","startTime":318.569,"endTime":322.799,"body":"if or how you should be adjusting"},{"speaker":"Scott Budding","startTime":318.569,"endTime":322.799,"body":"your plans on the day, and then"},{"speaker":"Scott Budding","startTime":322.799,"endTime":323.969,"body":"you get some really useful M."},{"speaker":"Scott Budding","startTime":324.129,"endTime":324.209,"body":"I."},{"speaker":"Scott Budding","startTime":324.209,"endTime":325.869,"body":"and reporting out there at the back of it."},{"speaker":"Scott Budding","startTime":326.369,"endTime":331.669,"body":"Workforce management WFM is really,"},{"speaker":"Scott Budding","startTime":326.369,"endTime":331.669,"body":"though, about much more than that today."},{"speaker":"Scott Budding","startTime":331.749,"endTime":336.019,"body":"You know, it was, it was always kind"},{"speaker":"Scott Budding","startTime":331.749,"endTime":336.019,"body":"of referred to his backsides on seats,"},{"speaker":"Scott Budding","startTime":336.379,"endTime":339.754,"body":"shall we say, but now it's much more"},{"speaker":"Scott Budding","startTime":336.379,"endTime":339.754,"body":"than that, because it's really about."},{"speaker":"Scott Budding","startTime":340.084,"endTime":341.794,"body":"Given the employee choice."},{"speaker":"Scott Budding","startTime":341.874,"endTime":343.554,"body":"It's about giving the employee a voice."},{"speaker":"Scott Budding","startTime":343.714,"endTime":347.144,"body":"It's about empowering them to have a"},{"speaker":"Scott Budding","startTime":343.714,"endTime":347.144,"body":"say in their schedule and for them to"},{"speaker":"Scott Budding","startTime":347.144,"endTime":350.724,"body":"be able to interact with their schedule"},{"speaker":"Scott Budding","startTime":347.144,"endTime":350.724,"body":"in different ways, whether that be,"},{"speaker":"Scott Budding","startTime":351.174,"endTime":354.814,"body":"you know, move their own breaks and"},{"speaker":"Scott Budding","startTime":351.174,"endTime":354.814,"body":"lunches or, you know, perhaps trade"},{"speaker":"Scott Budding","startTime":354.814,"endTime":358.794,"body":"a shift, book a holiday, but that"},{"speaker":"Scott Budding","startTime":354.814,"endTime":358.794,"body":"that's, that's kind of where WFM"},{"speaker":"Scott Budding","startTime":358.864,"endTime":360.734,"body":"as, as kind of starting gone, Tom,"},{"speaker":"Tom Morgan","startTime":361.234,"endTime":361.714,"body":"that's interesting."},{"speaker":"Tom Morgan","startTime":361.724,"endTime":366.574,"body":"And is that a shift just touching on"},{"speaker":"Tom Morgan","startTime":361.724,"endTime":366.574,"body":"that kind of getting the agents that"},{"speaker":"Tom Morgan","startTime":366.684,"endTime":370.854,"body":"are involved in this, this scheduling"},{"speaker":"Tom Morgan","startTime":366.684,"endTime":370.854,"body":"process, this optimization process"},{"speaker":"Tom Morgan","startTime":370.854,"endTime":374.224,"body":"of running a contact center, getting"},{"speaker":"Tom Morgan","startTime":370.854,"endTime":374.224,"body":"them more involved in the process."},{"speaker":"Tom Morgan","startTime":374.254,"endTime":377.794,"body":"Is that a shift that's happened, you"},{"speaker":"Tom Morgan","startTime":374.254,"endTime":377.794,"body":"know, the last few years or has it"},{"speaker":"Tom Morgan","startTime":377.804,"endTime":381.744,"body":"always been like, cause like when I"},{"speaker":"Tom Morgan","startTime":377.804,"endTime":381.744,"body":"think about a concept, I feel I it's"},{"speaker":"Tom Morgan","startTime":381.844,"endTime":385.154,"body":"kind of like in my head, it's like almost"},{"speaker":"Tom Morgan","startTime":381.844,"endTime":385.154,"body":"like Victorian workhouse style where"},{"speaker":"Tom Morgan","startTime":385.324,"endTime":388.424,"body":"it's like top down management and like,"},{"speaker":"Tom Morgan","startTime":385.324,"endTime":388.424,"body":"you're going to work from here to here."},{"speaker":"Tom Morgan","startTime":388.424,"endTime":389.784,"body":"And this is when you're"},{"speaker":"Tom Morgan","startTime":388.424,"endTime":389.784,"body":"going to take your break."},{"speaker":"Tom Morgan","startTime":389.784,"endTime":390.884,"body":"And this is what you're going to do."},{"speaker":"Tom Morgan","startTime":390.954,"endTime":392.704,"body":"Like, is it like that anymore?"},{"speaker":"Scott Budding","startTime":392.704,"endTime":392.924,"body":"Or is it?"},{"speaker":"Scott Budding","startTime":393.369,"endTime":395.429,"body":"You know, well, that's where"},{"speaker":"Scott Budding","startTime":393.369,"endTime":395.429,"body":"we've shifted away from"},{"speaker":"Scott Budding","startTime":395.449,"endTime":397.219,"body":"definitely in the last few years."},{"speaker":"Scott Budding","startTime":397.319,"endTime":401.199,"body":"You know, and this isn't going to be"},{"speaker":"Scott Budding","startTime":397.319,"endTime":401.199,"body":"another podcast about COVID because"},{"speaker":"Scott Budding","startTime":401.269,"endTime":404.489,"body":"I think we've all heard thousands of"},{"speaker":"Scott Budding","startTime":401.269,"endTime":404.489,"body":"those, but that was, you know, that, that"},{"speaker":"Scott Budding","startTime":404.529,"endTime":408.919,"body":"actually saw a shift as well for many"},{"speaker":"Scott Budding","startTime":404.529,"endTime":408.919,"body":"contact centers who were perhaps, you"},{"speaker":"Scott Budding","startTime":408.919,"endTime":412.229,"body":"know sort of lagging a little bit behind"},{"speaker":"Scott Budding","startTime":408.919,"endTime":412.229,"body":"really in terms of that kind of evolution."},{"speaker":"Scott Budding","startTime":412.229,"endTime":415.649,"body":"But it very much was like that,"},{"speaker":"Scott Budding","startTime":412.229,"endTime":415.649,"body":"as you say, management kind of top"},{"speaker":"Scott Budding","startTime":415.649,"endTime":418.539,"body":"down approach before, and everyone"},{"speaker":"Scott Budding","startTime":415.649,"endTime":418.539,"body":"was really kind of dictated to."},{"speaker":"Scott Budding","startTime":418.759,"endTime":421.779,"body":"You know, when you're working,"},{"speaker":"Scott Budding","startTime":418.759,"endTime":421.779,"body":"starting end times, what you're"},{"speaker":"Scott Budding","startTime":421.779,"endTime":423.369,"body":"doing within that, in that day."},{"speaker":"Scott Budding","startTime":423.859,"endTime":425.579,"body":"But now they really do have a voice."},{"speaker":"Scott Budding","startTime":425.619,"endTime":427.559,"body":"So there's been a big shift"},{"speaker":"Scott Budding","startTime":425.619,"endTime":427.559,"body":"in that in the last few years."},{"speaker":"Scott Budding","startTime":427.559,"endTime":429.789,"body":"So actually they can influence"},{"speaker":"Scott Budding","startTime":427.559,"endTime":429.789,"body":"that schedule generation."},{"speaker":"Scott Budding","startTime":430.049,"endTime":431.119,"body":"Where are they working from?"},{"speaker":"Scott Budding","startTime":431.179,"endTime":433.189,"body":"Is it, is it in the"},{"speaker":"Scott Budding","startTime":431.179,"endTime":433.189,"body":"office or is it at home?"},{"speaker":"Scott Budding","startTime":433.589,"endTime":436.309,"body":"You know, what are their working days"},{"speaker":"Scott Budding","startTime":433.589,"endTime":436.309,"body":"and non working days, their start and"},{"speaker":"Scott Budding","startTime":436.309,"endTime":437.959,"body":"end times, the makeup of the shifts."},{"speaker":"Scott Budding","startTime":437.959,"endTime":440.649,"body":"They start to be able to influence"},{"speaker":"Scott Budding","startTime":437.959,"endTime":440.649,"body":"all of these things, which of"},{"speaker":"Scott Budding","startTime":440.649,"endTime":441.679,"body":"course enables them to have."},{"speaker":"Scott Budding","startTime":442.004,"endTime":443.284,"body":"You know, better work life balance."},{"speaker":"Scott Budding","startTime":443.334,"endTime":445.004,"body":"They're feeling more engaged."},{"speaker":"Scott Budding","startTime":445.004,"endTime":447.894,"body":"It's really helping to see a reduction"},{"speaker":"Scott Budding","startTime":445.004,"endTime":447.894,"body":"in contact centers when it comes to"},{"speaker":"Scott Budding","startTime":447.894,"endTime":449.714,"body":"things like sickness and attrition."},{"speaker":"Scott Budding","startTime":450.344,"endTime":452.704,"body":"So, so yeah, definitely things"},{"speaker":"Scott Budding","startTime":450.344,"endTime":452.704,"body":"have evolved from a workforce"},{"speaker":"Scott Budding","startTime":452.704,"endTime":453.594,"body":"management point of view."},{"speaker":"Scott Budding","startTime":454.004,"endTime":458.004,"body":"The other acronym, if we move, move"},{"speaker":"Scott Budding","startTime":454.004,"endTime":458.004,"body":"into kind of WFO, that is really an"},{"speaker":"Scott Budding","startTime":458.014,"endTime":461.034,"body":"overarching sort of term for actually"},{"speaker":"Scott Budding","startTime":458.014,"endTime":461.034,"body":"a number of different products."},{"speaker":"Scott Budding","startTime":461.034,"endTime":465.864,"body":"And, and WFM is one of those workforce"},{"speaker":"Scott Budding","startTime":461.034,"endTime":465.864,"body":"management, but whereas a lot of"},{"speaker":"Scott Budding","startTime":465.864,"endTime":468.054,"body":"contact centers, we're looking at"},{"speaker":"Scott Budding","startTime":465.864,"endTime":468.054,"body":"workforce management and trying"},{"speaker":"Scott Budding","startTime":468.054,"endTime":469.044,"body":"to make sure you had the right."},{"speaker":"Scott Budding","startTime":469.249,"endTime":474.629,"body":"Plans in place to predict the mat, predict"},{"speaker":"Scott Budding","startTime":469.249,"endTime":474.629,"body":"your demand and schedule your employees."},{"speaker":"Scott Budding","startTime":474.839,"endTime":479.179,"body":"Actually, there started to be a lot more"},{"speaker":"Scott Budding","startTime":474.839,"endTime":479.179,"body":"interest in terms of optimizing what's"},{"speaker":"Scott Budding","startTime":479.179,"endTime":483.379,"body":"going on within your contact center in"},{"speaker":"Scott Budding","startTime":479.179,"endTime":483.379,"body":"solutions like quality management, in"},{"speaker":"Scott Budding","startTime":483.389,"endTime":485.659,"body":"things like speech and text analytics."},{"speaker":"Scott Budding","startTime":486.139,"endTime":489.299,"body":"So as small organizations started"},{"speaker":"Scott Budding","startTime":486.139,"endTime":489.299,"body":"to look at those technologies."},{"speaker":"Scott Budding","startTime":489.794,"endTime":494.904,"body":"This term was created of workforce"},{"speaker":"Scott Budding","startTime":489.794,"endTime":494.904,"body":"optimization because it was recognized"},{"speaker":"Scott Budding","startTime":494.914,"endTime":499.444,"body":"that actually it was actually about much"},{"speaker":"Scott Budding","startTime":494.914,"endTime":499.444,"body":"more than just workforce management to"},{"speaker":"Scott Budding","startTime":499.444,"endTime":504.594,"body":"get yourself in this kind of position"},{"speaker":"Scott Budding","startTime":499.444,"endTime":504.594,"body":"whereby actually, you know, things are"},{"speaker":"Scott Budding","startTime":504.624,"endTime":505.844,"body":"efficient and things are optimized."},{"speaker":"Scott Budding","startTime":506.424,"endTime":506.944,"body":"Okay."},{"speaker":"Tom Morgan","startTime":506.974,"endTime":507.844,"body":"So it's actually more."},{"speaker":"Tom Morgan","startTime":508.059,"endTime":511.949,"body":"Okay,  so you got workforce optimization"},{"speaker":"Tom Morgan","startTime":508.059,"endTime":511.949,"body":"is like a collection of different things"},{"speaker":"Tom Morgan","startTime":511.959,"endTime":513.859,"body":"of which workforce management is one."},{"speaker":"Tom Morgan","startTime":513.949,"endTime":517.729,"body":"It's one, which is like the making sure"},{"speaker":"Tom Morgan","startTime":513.949,"endTime":517.729,"body":"everyone shows up at the right time and"},{"speaker":"Tom Morgan","startTime":517.739,"endTime":519.709,"body":"does the right things and goes home again."},{"speaker":"Tom Morgan","startTime":520.099,"endTime":523.769,"body":"But then there's optimization"},{"speaker":"Tom Morgan","startTime":520.099,"endTime":523.769,"body":"pieces like when they are"},{"speaker":"Tom Morgan","startTime":523.769,"endTime":525.209,"body":"working, they're working smarter."},{"speaker":"Tom Morgan","startTime":525.459,"endTime":526.079,"body":"Is that right?"},{"speaker":"Scott Budding","startTime":526.159,"endTime":527.109,"body":"That's exactly right."},{"speaker":"Scott Budding","startTime":527.109,"endTime":529.069,"body":"Yeah, they're, you know,"},{"speaker":"Scott Budding","startTime":527.109,"endTime":529.069,"body":"they're, they're efficient."},{"speaker":"Scott Budding","startTime":529.079,"endTime":530.189,"body":"The quality is good."},{"speaker":"Scott Budding","startTime":530.519,"endTime":533.759,"body":"You know, really trying to help ensure"},{"speaker":"Scott Budding","startTime":530.519,"endTime":533.759,"body":"that, you know, as things became more,"},{"speaker":"Scott Budding","startTime":534.379,"endTime":538.269,"body":"you know, I guess, focused around"},{"speaker":"Scott Budding","startTime":534.379,"endTime":538.269,"body":"things like first contact resolution."},{"speaker":"Scott Budding","startTime":538.449,"endTime":542.009,"body":"So workforce optimization was seen"},{"speaker":"Scott Budding","startTime":538.449,"endTime":542.009,"body":"as key for that because it was, it"},{"speaker":"Scott Budding","startTime":542.009,"endTime":545.209,"body":"was seen that it wasn't just about"},{"speaker":"Scott Budding","startTime":542.009,"endTime":545.209,"body":"our optimizing our contact center."},{"speaker":"Scott Budding","startTime":545.209,"endTime":546.249,"body":"It wasn't just about Okay."},{"speaker":"Scott Budding","startTime":546.449,"endTime":549.699,"body":"Making sure that we had the right"},{"speaker":"Scott Budding","startTime":546.449,"endTime":549.699,"body":"number of people with the right skills"},{"speaker":"Scott Budding","startTime":549.699,"endTime":551.139,"body":"in the right place at the right time."},{"speaker":"Scott Budding","startTime":551.379,"endTime":552.429,"body":"It was about much more than that."},{"speaker":"Scott Budding","startTime":552.459,"endTime":555.549,"body":"It was about them actually being able"},{"speaker":"Scott Budding","startTime":552.459,"endTime":555.549,"body":"to do the job well and getting things"},{"speaker":"Scott Budding","startTime":555.549,"endTime":557.579,"body":"done right at the first time of asking."},{"speaker":"Scott Budding","startTime":558.069,"endTime":560.179,"body":"And it was about understanding"},{"speaker":"Scott Budding","startTime":558.069,"endTime":560.179,"body":"those things that were going"},{"speaker":"Scott Budding","startTime":560.179,"endTime":563.629,"body":"on in your organization, which"},{"speaker":"Scott Budding","startTime":560.179,"endTime":563.629,"body":"perhaps you aren't aware of today."},{"speaker":"Scott Budding","startTime":564.069,"endTime":569.389,"body":"Where people would fail to capture those"},{"speaker":"Scott Budding","startTime":564.069,"endTime":569.389,"body":"things through manual evaluations, you"},{"speaker":"Scott Budding","startTime":569.389,"endTime":573.699,"body":"know, across a 2 percent of their total"},{"speaker":"Scott Budding","startTime":569.389,"endTime":573.699,"body":"contacts coming in to the contact center."},{"speaker":"Scott Budding","startTime":573.699,"endTime":576.569,"body":"So the introduction of things"},{"speaker":"Scott Budding","startTime":573.699,"endTime":576.569,"body":"like analytics is really given"},{"speaker":"Scott Budding","startTime":576.569,"endTime":578.699,"body":"those kind of actionable insights."},{"speaker":"Scott Budding","startTime":579.139,"endTime":583.469,"body":"That would truly enable an"},{"speaker":"Scott Budding","startTime":579.139,"endTime":583.469,"body":"organization to, to optimize."},{"speaker":"Scott Budding","startTime":584.139,"endTime":586.909,"body":"Now, the interesting thing is that"},{"speaker":"Scott Budding","startTime":584.139,"endTime":586.909,"body":"this isn't the most up to date term."},{"speaker":"Scott Budding","startTime":586.939,"endTime":590.109,"body":"So the other acronym we're"},{"speaker":"Scott Budding","startTime":586.939,"endTime":590.109,"body":"going to throw out there is WEM."},{"speaker":"Scott Budding","startTime":590.289,"endTime":591.409,"body":"W E M."},{"speaker":"Scott Budding","startTime":591.919,"endTime":593.329,"body":"What's WEM stand for?"},{"speaker":"Scott Budding","startTime":593.329,"endTime":596.019,"body":"Well, that one is workforce"},{"speaker":"Scott Budding","startTime":593.329,"endTime":596.019,"body":"engagement management."},{"speaker":"Scott Budding","startTime":596.069,"endTime":596.799,"body":"Oh, okay."},{"speaker":"Scott Budding","startTime":596.819,"endTime":598.459,"body":"Now this, this one is."},{"speaker":"Scott Budding","startTime":599.084,"endTime":602.644,"body":"essentially very similar to workforce"},{"speaker":"Scott Budding","startTime":599.084,"endTime":602.644,"body":"optimization, but it's a term and"},{"speaker":"Scott Budding","startTime":602.644,"endTime":606.374,"body":"it's an acronym that is thrown"},{"speaker":"Scott Budding","startTime":602.644,"endTime":606.374,"body":"around now to reflect the fact"},{"speaker":"Scott Budding","startTime":606.424,"endTime":608.684,"body":"that it is a much softer approach."},{"speaker":"Scott Budding","startTime":609.144,"endTime":613.004,"body":"So it's no longer really seen the, the"},{"speaker":"Scott Budding","startTime":609.144,"endTime":613.004,"body":"introduction of these technologies,"},{"speaker":"Scott Budding","startTime":613.044,"endTime":617.944,"body":"these solutions as an enabler to"},{"speaker":"Scott Budding","startTime":613.044,"endTime":617.944,"body":"optimizing workforce optimization."},{"speaker":"Scott Budding","startTime":618.514,"endTime":619.364,"body":"It's a term that."},{"speaker":"Scott Budding","startTime":619.714,"endTime":624.714,"body":"Has become one that is seen to"},{"speaker":"Scott Budding","startTime":619.714,"endTime":624.714,"body":"be an attempt to squeeze every"},{"speaker":"Scott Budding","startTime":624.714,"endTime":628.444,"body":"ounce of life out of our agents,"},{"speaker":"Scott Budding","startTime":624.714,"endTime":628.444,"body":"every last little bit of thing."},{"speaker":"Scott Budding","startTime":628.504,"endTime":628.774,"body":"Yeah."},{"speaker":"Scott Budding","startTime":628.774,"endTime":629.814,"body":"You optimize a"},{"speaker":"Tom Morgan","startTime":629.814,"endTime":630.734,"body":"computer, right?"},{"speaker":"Tom Morgan","startTime":630.794,"endTime":631.254,"body":"Like, yeah."},{"speaker":"Tom Morgan","startTime":631.254,"endTime":633.544,"body":"I think"},{"speaker":"Richard Pinnington","startTime":633.544,"endTime":635.574,"body":"you, I think you"},{"speaker":"Richard Pinnington","startTime":633.544,"endTime":635.574,"body":"caught the mood of that sentiment"},{"speaker":"Richard Pinnington","startTime":635.584,"endTime":636.834,"body":"when you described it as the."},{"speaker":"Richard Pinnington","startTime":636.969,"endTime":639.419,"body":"The work at the contact center"},{"speaker":"Richard Pinnington","startTime":636.969,"endTime":639.419,"body":"version of the workhouse."},{"speaker":"Richard Pinnington","startTime":639.859,"endTime":643.509,"body":"It is how can you squeeze the last"},{"speaker":"Richard Pinnington","startTime":639.859,"endTime":643.509,"body":"productive ounce after every agent?"},{"speaker":"Richard Pinnington","startTime":643.879,"endTime":646.999,"body":"And then while doing that, you"},{"speaker":"Richard Pinnington","startTime":643.879,"endTime":646.999,"body":"kind of wonder why the agents"},{"speaker":"Richard Pinnington","startTime":646.999,"endTime":649.719,"body":"maybe aren't delivering the"},{"speaker":"Richard Pinnington","startTime":646.999,"endTime":649.719,"body":"best experience to customers."},{"speaker":"Richard Pinnington","startTime":650.109,"endTime":652.729,"body":"So the hot, that, that world"},{"speaker":"Richard Pinnington","startTime":650.109,"endTime":652.729,"body":"needs needed to change."},{"speaker":"Richard Pinnington","startTime":652.729,"endTime":658.669,"body":"And I think as, as Scott will describe,"},{"speaker":"Richard Pinnington","startTime":652.729,"endTime":658.669,"body":"evolving it to the concept of engagement"},{"speaker":"Richard Pinnington","startTime":658.719,"endTime":663.449,"body":"with agents recognizes the fact that if"},{"speaker":"Richard Pinnington","startTime":658.719,"endTime":663.449,"body":"you create an environment for a happy"},{"speaker":"Richard Pinnington","startTime":663.449,"endTime":665.169,"body":"agent, then you typically get happy"},{"speaker":"Scott Budding","startTime":665.169,"endTime":665.639,"body":"customers."},{"speaker":"Scott Budding","startTime":666.139,"endTime":669.409,"body":"Yeah, and that's, you know, we, we"},{"speaker":"Scott Budding","startTime":666.139,"endTime":669.409,"body":"see now we work a lot of, a lot,"},{"speaker":"Scott Budding","startTime":669.439,"endTime":672.809,"body":"a lot of opportunities and as you"},{"speaker":"Scott Budding","startTime":669.439,"endTime":672.809,"body":"guys know, we're doing some terrific"},{"speaker":"Scott Budding","startTime":672.809,"endTime":676.429,"body":"work with, with Amazon connecting"},{"speaker":"Scott Budding","startTime":672.809,"endTime":676.429,"body":"with integrating to Amazon Connect."},{"speaker":"Scott Budding","startTime":676.929,"endTime":679.809,"body":"It's interesting to see how,"},{"speaker":"Scott Budding","startTime":676.929,"endTime":679.809,"body":"just how much this has shifted."},{"speaker":"Scott Budding","startTime":679.979,"endTime":684.309,"body":"So it wasn't that long ago that"},{"speaker":"Scott Budding","startTime":679.979,"endTime":684.309,"body":"every single demonstration that"},{"speaker":"Scott Budding","startTime":684.309,"endTime":687.859,"body":"I would do or my team would do,"},{"speaker":"Scott Budding","startTime":684.309,"endTime":687.859,"body":"you would always start off with."},{"speaker":"Scott Budding","startTime":688.189,"endTime":690.009,"body":"This is how we produce a forecast."},{"speaker":"Scott Budding","startTime":690.149,"endTime":693.059,"body":"And then from our forecast, this"},{"speaker":"Scott Budding","startTime":690.149,"endTime":693.059,"body":"is how we generate a schedule."},{"speaker":"Scott Budding","startTime":693.599,"endTime":697.359,"body":"But now what organizations want to see is"},{"speaker":"Scott Budding","startTime":693.599,"endTime":697.359,"body":"from the first minute that we get on is."},{"speaker":"Scott Budding","startTime":697.894,"endTime":699.864,"body":"What does, what does"},{"speaker":"Scott Budding","startTime":697.894,"endTime":699.864,"body":"this do for our people?"},{"speaker":"Scott Budding","startTime":700.404,"endTime":701.104,"body":"You know, you're"},{"speaker":"Tom Morgan","startTime":701.334,"endTime":702.974,"body":"hearing"},{"speaker":"Tom Morgan","startTime":701.334,"endTime":702.974,"body":"that from organizations."},{"speaker":"Tom Morgan","startTime":703.014,"endTime":703.524,"body":"That's interesting."},{"speaker":"Tom Morgan","startTime":703.814,"endTime":706.854,"body":"Cause I thought you'd be having"},{"speaker":"Tom Morgan","startTime":703.814,"endTime":706.854,"body":"to sell that idea to them, but no."},{"speaker":"Scott Budding","startTime":706.914,"endTime":707.214,"body":"Okay."},{"speaker":"Scott Budding","startTime":707.234,"endTime":708.714,"body":"No, no, definitely not."},{"speaker":"Scott Budding","startTime":708.964,"endTime":711.604,"body":"You know, there are still certain"},{"speaker":"Scott Budding","startTime":708.964,"endTime":711.604,"body":"audiences that want to get into the"},{"speaker":"Scott Budding","startTime":711.604,"endTime":714.994,"body":"nitty gritty detail of the forecasting"},{"speaker":"Scott Budding","startTime":711.604,"endTime":714.994,"body":"and scheduling, and we will do that."},{"speaker":"Scott Budding","startTime":715.464,"endTime":718.494,"body":"But the vast majority of them,"},{"speaker":"Scott Budding","startTime":715.464,"endTime":718.494,"body":"what they're calling for is, okay,"},{"speaker":"Scott Budding","startTime":718.494,"endTime":720.144,"body":"what can this do for our people?"},{"speaker":"Scott Budding","startTime":720.234,"endTime":722.654,"body":"What self service does"},{"speaker":"Scott Budding","startTime":720.234,"endTime":722.654,"body":"this give to our agents?"},{"speaker":"Scott Budding","startTime":722.934,"endTime":724.754,"body":"How are our team leaders empowered?"},{"speaker":"Scott Budding","startTime":725.039,"endTime":728.459,"body":"How can they have a say in terms"},{"speaker":"Scott Budding","startTime":725.039,"endTime":728.459,"body":"of those schedules and interact"},{"speaker":"Scott Budding","startTime":728.499,"endTime":729.469,"body":"with them in different ways?"},{"speaker":"Scott Budding","startTime":729.469,"endTime":732.879,"body":"Or, you know, what visibility do"},{"speaker":"Scott Budding","startTime":729.469,"endTime":732.879,"body":"we give them of their team, their"},{"speaker":"Scott Budding","startTime":732.879,"endTime":736.149,"body":"agents quality, what they're doing"},{"speaker":"Scott Budding","startTime":732.879,"endTime":736.149,"body":"well, what they're not doing well."},{"speaker":"Scott Budding","startTime":736.659,"endTime":739.739,"body":"So, so that's the big thing"},{"speaker":"Scott Budding","startTime":736.659,"endTime":739.739,"body":"for me, that WEM, the workforce"},{"speaker":"Scott Budding","startTime":739.739,"endTime":741.169,"body":"engagement management is a term."},{"speaker":"Scott Budding","startTime":741.669,"endTime":745.999,"body":"Essentially that recognizes that"},{"speaker":"Scott Budding","startTime":741.669,"endTime":745.999,"body":"people focus approach to what we"},{"speaker":"Scott Budding","startTime":745.999,"endTime":747.279,"body":"do today with contact centers."},{"speaker":"Scott Budding","startTime":748.059,"endTime":748.439,"body":"That's really"},{"speaker":"Tom Morgan","startTime":748.439,"endTime":748.879,"body":"interesting."},{"speaker":"Tom Morgan","startTime":748.879,"endTime":750.289,"body":"Cause I kind of came into this thinking."},{"speaker":"Tom Morgan","startTime":750.789,"endTime":754.899,"body":"Not thinking about that at all, thinking"},{"speaker":"Tom Morgan","startTime":750.789,"endTime":754.899,"body":"more about the former model and thinking"},{"speaker":"Tom Morgan","startTime":755.449,"endTime":756.579,"body":", do you need additional software?"},{"speaker":"Tom Morgan","startTime":756.649,"endTime":758.229,"body":"Like, could you do this in a spreadsheet?"},{"speaker":"Tom Morgan","startTime":758.249,"endTime":760.439,"body":"Like, is this just like"},{"speaker":"Tom Morgan","startTime":758.249,"endTime":760.439,"body":"moving people around?"},{"speaker":"Tom Morgan","startTime":760.439,"endTime":761.609,"body":"But actually, it's about so much more"},{"speaker":"Scott Budding","startTime":761.609,"endTime":762.269,"body":"than that, isn't it?"},{"speaker":"Scott Budding","startTime":762.769,"endTime":764.629,"body":"Yeah, yeah, you've hit"},{"speaker":"Scott Budding","startTime":762.769,"endTime":764.629,"body":"the nail on the head."},{"speaker":"Scott Budding","startTime":764.629,"endTime":768.009,"body":"I mean, from a workforce management"},{"speaker":"Scott Budding","startTime":764.629,"endTime":768.009,"body":"point of view, you know, organizations"},{"speaker":"Scott Budding","startTime":768.009,"endTime":771.639,"body":"think, Some, some today, they still"},{"speaker":"Scott Budding","startTime":768.009,"endTime":771.639,"body":"cope perfectly fine when they're really"},{"speaker":"Scott Budding","startTime":771.659,"endTime":775.979,"body":"small, but as they start to grow,"},{"speaker":"Scott Budding","startTime":771.659,"endTime":775.979,"body":"you know, it's, it's too difficult."},{"speaker":"Scott Budding","startTime":775.999,"endTime":777.839,"body":"It's, it's too time consuming."},{"speaker":"Scott Budding","startTime":777.849,"endTime":778.889,"body":"It's just too inefficient."},{"speaker":"Scott Budding","startTime":778.889,"endTime":783.819,"body":"It's too inflexible, you know, as well"},{"speaker":"Scott Budding","startTime":778.889,"endTime":783.819,"body":"as being able to give employees a voice"},{"speaker":"Scott Budding","startTime":783.849,"endTime":787.049,"body":"and enable them to have a say in their"},{"speaker":"Scott Budding","startTime":783.849,"endTime":787.049,"body":"schedules, for example, you know, we"},{"speaker":"Scott Budding","startTime":787.049,"endTime":790.649,"body":"need to schedule with some flexibility as"},{"speaker":"Scott Budding","startTime":787.049,"endTime":790.649,"body":"well, because our demand is not always."},{"speaker":"Scott Budding","startTime":791.289,"endTime":793.069,"body":"Kind of consistent, it's not static."},{"speaker":"Scott Budding","startTime":793.199,"endTime":795.269,"body":"So we need to be able to"},{"speaker":"Scott Budding","startTime":793.199,"endTime":795.269,"body":"make best use of resources."},{"speaker":"Scott Budding","startTime":795.589,"endTime":797.599,"body":"It's just very difficult"},{"speaker":"Scott Budding","startTime":795.589,"endTime":797.599,"body":"to do that in Excel."},{"speaker":"Scott Budding","startTime":797.879,"endTime":800.359,"body":"If you imagine you've got an"},{"speaker":"Scott Budding","startTime":797.879,"endTime":800.359,"body":"Excel spreadsheet with 500"},{"speaker":"Scott Budding","startTime":800.359,"endTime":801.559,"body":"agents, for argument's sake."},{"speaker":"Scott Budding","startTime":802.079,"endTime":805.059,"body":"And each and every one of those"},{"speaker":"Scott Budding","startTime":802.079,"endTime":805.059,"body":"500 agents, you could give them"},{"speaker":"Scott Budding","startTime":805.359,"endTime":807.049,"body":"a different start or end time."},{"speaker":"Scott Budding","startTime":807.249,"endTime":810.369,"body":"Maybe a shorter shift, a longer"},{"speaker":"Scott Budding","startTime":807.249,"endTime":810.369,"body":"shift, as long as maybe in a four"},{"speaker":"Scott Budding","startTime":810.369,"endTime":811.899,"body":"week schedule period that we run."},{"speaker":"Scott Budding","startTime":812.519,"endTime":815.549,"body":"We need to give them all"},{"speaker":"Scott Budding","startTime":812.519,"endTime":815.549,"body":"160 hours of contract time."},{"speaker":"Scott Budding","startTime":816.049,"endTime":820.799,"body":"If you think about the absolute thousands"},{"speaker":"Scott Budding","startTime":816.049,"endTime":820.799,"body":"of combinations of start and end times,"},{"speaker":"Scott Budding","startTime":820.799,"endTime":824.059,"body":"working days, non working days, positions"},{"speaker":"Scott Budding","startTime":820.799,"endTime":824.059,"body":"of activities within a schedule."},{"speaker":"Scott Budding","startTime":824.559,"endTime":826.269,"body":"You know, you just break Excel, right?"},{"speaker":"Scott Budding","startTime":826.279,"endTime":829.824,"body":"You're going to have to throw it"},{"speaker":"Scott Budding","startTime":826.279,"endTime":829.824,"body":"in the bin because it's broken."},{"speaker":"Scott Budding","startTime":829.824,"endTime":830.606,"body":"And of course"},{"speaker":"Alex Baker","startTime":830.606,"endTime":831.127,"body":"Sorry, Scott."},{"speaker":"Alex Baker","startTime":831.127,"endTime":835.509,"body":"It sounds like that's kind of just the"},{"speaker":"Alex Baker","startTime":831.127,"endTime":835.509,"body":"scheduling part of it, and you're not even"},{"speaker":"Alex Baker","startTime":835.519,"endTime":839.539,"body":"thinking at that point about the whole,"},{"speaker":"Alex Baker","startTime":835.519,"endTime":839.539,"body":"the forecasting of it in the first place."},{"speaker":"Alex Baker","startTime":839.549,"endTime":844.119,"body":"So using that historical contact"},{"speaker":"Alex Baker","startTime":839.549,"endTime":844.119,"body":"center data, I imagine doing that"},{"speaker":"Alex Baker","startTime":844.119,"endTime":848.279,"body":"and the scheduling part would just be"},{"speaker":"Alex Baker","startTime":844.119,"endTime":848.279,"body":"incredibly difficult in something like"},{"speaker":"Scott Budding","startTime":848.289,"endTime":848.819,"body":"Excel."},{"speaker":"Scott Budding","startTime":849.274,"endTime":850.974,"body":"Yeah, yeah, exactly."},{"speaker":"Scott Budding","startTime":851.004,"endTime":852.264,"body":"Just incredibly difficult."},{"speaker":"Richard Pinnington","startTime":852.484,"endTime":854.994,"body":"It's interesting"},{"speaker":"Richard Pinnington","startTime":852.484,"endTime":854.994,"body":"actually, because we, you know, often"},{"speaker":"Richard Pinnington","startTime":854.994,"endTime":859.574,"body":"internally, we kind of talk about what's"},{"speaker":"Richard Pinnington","startTime":854.994,"endTime":859.574,"body":"the sweet spot for workforce management."},{"speaker":"Richard Pinnington","startTime":859.584,"endTime":863.634,"body":"Where does it kick in in terms of value"},{"speaker":"Richard Pinnington","startTime":859.584,"endTime":863.634,"body":"add and the justification for the spend?"},{"speaker":"Richard Pinnington","startTime":864.044,"endTime":868.014,"body":"And we kind of talk about 50 agents as"},{"speaker":"Richard Pinnington","startTime":864.044,"endTime":868.014,"body":"a number, but I think even these days,"},{"speaker":"Richard Pinnington","startTime":868.299,"endTime":872.469,"body":"It's difficult to put a number on it"},{"speaker":"Richard Pinnington","startTime":868.299,"endTime":872.469,"body":"because each contact center is so complex"},{"speaker":"Richard Pinnington","startTime":872.679,"endTime":876.799,"body":"and increasingly complex with, with the"},{"speaker":"Richard Pinnington","startTime":872.679,"endTime":876.799,"body":"hours of operation and the number of"},{"speaker":"Richard Pinnington","startTime":876.799,"endTime":880.479,"body":"different shifts that they have to run"},{"speaker":"Richard Pinnington","startTime":876.799,"endTime":880.479,"body":"to support those hours of operation."},{"speaker":"Richard Pinnington","startTime":880.679,"endTime":883.589,"body":"That's sounds like it's not"},{"speaker":"Richard Pinnington","startTime":880.679,"endTime":883.589,"body":"that complex, but it is."},{"speaker":"Richard Pinnington","startTime":883.959,"endTime":887.269,"body":"And then you look at the different"},{"speaker":"Richard Pinnington","startTime":883.959,"endTime":887.269,"body":"contract types and modes that"},{"speaker":"Richard Pinnington","startTime":887.269,"endTime":889.779,"body":"people are working, the distance"},{"speaker":"Richard Pinnington","startTime":887.269,"endTime":889.779,"body":"skills, maybe their language"},{"speaker":"Richard Pinnington","startTime":889.779,"endTime":891.519,"body":"skills at it, in its simplest form."},{"speaker":"Richard Pinnington","startTime":891.519,"endTime":895.704,"body":"And you try Build, build this"},{"speaker":"Richard Pinnington","startTime":891.519,"endTime":895.704,"body":"picture and then plan for it and"},{"speaker":"Richard Pinnington","startTime":895.704,"endTime":899.714,"body":"then cater for the fact that there"},{"speaker":"Richard Pinnington","startTime":895.704,"endTime":899.714,"body":"might be dynamic adjustments needed."},{"speaker":"Richard Pinnington","startTime":900.374,"endTime":905.754,"body":"And what actually happens in Excel is"},{"speaker":"Richard Pinnington","startTime":900.374,"endTime":905.754,"body":"that those planning teams or usually"},{"speaker":"Richard Pinnington","startTime":905.754,"endTime":909.214,"body":"an individual, it's more like a Swiss"},{"speaker":"Richard Pinnington","startTime":905.754,"endTime":909.214,"body":"army knife rather than a dedicated"},{"speaker":"Richard Pinnington","startTime":909.214,"endTime":914.724,"body":"resource is that they're producing a"},{"speaker":"Richard Pinnington","startTime":909.214,"endTime":914.724,"body":"schedule for agents in 13 week blocks."},{"speaker":"Richard Pinnington","startTime":915.354,"endTime":916.644,"body":"And, and that really is what."},{"speaker":"Richard Pinnington","startTime":917.144,"endTime":920.734,"body":"creates the problem that there's no,"},{"speaker":"Richard Pinnington","startTime":917.144,"endTime":920.734,"body":"there's, there's no, or very little"},{"speaker":"Richard Pinnington","startTime":920.734,"endTime":923.714,"body":"flexibility in that 13 week shift pattern."},{"speaker":"Tom Morgan","startTime":923.794,"endTime":926.704,"body":"And then somebody wants"},{"speaker":"Tom Morgan","startTime":923.794,"endTime":926.704,"body":"to try and take a holiday and then"},{"speaker":"Tom Morgan","startTime":926.724,"endTime":929.084,"body":"somebody's ill, yeah, yeah, yeah."},{"speaker":"Scott Budding","startTime":929.134,"endTime":930.874,"body":"Yeah, exactly."},{"speaker":"Scott Budding","startTime":930.874,"endTime":931.214,"body":"Right."},{"speaker":"Scott Budding","startTime":931.274,"endTime":935.394,"body":"So, you know, you could in some cases,"},{"speaker":"Scott Budding","startTime":931.274,"endTime":935.394,"body":"if you're, if you're willing to spend"},{"speaker":"Scott Budding","startTime":935.394,"endTime":938.824,"body":"hours, days, weeks of your life, get"},{"speaker":"Scott Budding","startTime":935.394,"endTime":938.824,"body":"to a point where you've got something"},{"speaker":"Scott Budding","startTime":938.824,"endTime":943.559,"body":"that resembles, Adoptable schedule for"},{"speaker":"Scott Budding","startTime":938.824,"endTime":943.559,"body":"people and then guess what the demand"},{"speaker":"Scott Budding","startTime":943.559,"endTime":947.679,"body":"changes and to your point, Tom, your"},{"speaker":"Scott Budding","startTime":943.559,"endTime":947.679,"body":"supply changes in terms of the resource"},{"speaker":"Scott Budding","startTime":947.679,"endTime":949.099,"body":"that you've got to manage the demand."},{"speaker":"Scott Budding","startTime":949.419,"endTime":952.359,"body":"So all of a sudden it's, you know,"},{"speaker":"Scott Budding","startTime":949.419,"endTime":952.359,"body":"you kind of need to start again."},{"speaker":"Scott Budding","startTime":952.859,"endTime":952.999,"body":"You"},{"speaker":"Richard Pinnington","startTime":953.629,"endTime":955.009,"body":"mentioned,"},{"speaker":"Richard Pinnington","startTime":953.629,"endTime":955.009,"body":"you mentioned COVID earlier"},{"speaker":"Richard Pinnington","startTime":955.009,"endTime":955.929,"body":"on, I'm going to do it again."},{"speaker":"Richard Pinnington","startTime":956.124,"endTime":961.184,"body":"One thing, one thing that emerged"},{"speaker":"Richard Pinnington","startTime":956.124,"endTime":961.184,"body":"bizarrely during COVID was the person"},{"speaker":"Richard Pinnington","startTime":961.514,"endTime":966.424,"body":"that knew how the spreadsheet worked"},{"speaker":"Richard Pinnington","startTime":961.514,"endTime":966.424,"body":"in the planning function got sick."},{"speaker":"Richard Pinnington","startTime":966.924,"endTime":968.704,"body":"And then what do you do at that point?"},{"speaker":"Richard Pinnington","startTime":968.734,"endTime":971.984,"body":"Because you kind of got, if you're"},{"speaker":"Richard Pinnington","startTime":968.734,"endTime":971.984,"body":"ready to push a button on the next 13"},{"speaker":"Richard Pinnington","startTime":971.994,"endTime":974.219,"body":"weeks, and the person that knows how"},{"speaker":"Richard Pinnington","startTime":971.994,"endTime":974.219,"body":"the, the, the, the spreadsheet works."},{"speaker":"Richard Pinnington","startTime":974.709,"endTime":976.369,"body":"The Excel works isn't around."},{"speaker":"Richard Pinnington","startTime":976.939,"endTime":977.929,"body":"You've got a bit of a problem."},{"speaker":"Richard Pinnington","startTime":977.999,"endTime":981.849,"body":"And we found that the Excel spreadsheet"},{"speaker":"Richard Pinnington","startTime":977.999,"endTime":981.849,"body":"that ultimately runs the contact"},{"speaker":"Richard Pinnington","startTime":981.849,"endTime":986.279,"body":"center, that that wasn't catered for"},{"speaker":"Richard Pinnington","startTime":981.849,"endTime":986.279,"body":"in any business continuity planning."},{"speaker":"Richard Pinnington","startTime":986.279,"endTime":987.859,"body":"No, it's like, created"},{"speaker":"Tom Morgan","startTime":987.859,"endTime":989.429,"body":"a nice"},{"speaker":"Tom Morgan","startTime":987.859,"endTime":989.429,"body":"single piece of failure."},{"speaker":"Tom Morgan","startTime":989.509,"endTime":990.689,"body":"Yeah, it was."},{"speaker":"Tom Morgan","startTime":990.729,"endTime":991.139,"body":"Yeah,"},{"speaker":"Richard Pinnington","startTime":991.229,"endTime":993.129,"body":"it created"},{"speaker":"Richard Pinnington","startTime":991.229,"endTime":993.129,"body":"a nice spike of orders for"},{"speaker":"Richard Pinnington","startTime":993.559,"endTime":994.409,"body":"WFM during those years."},{"speaker":"Alex Baker","startTime":994.719,"endTime":995.239,"body":"Yeah, yeah."},{"speaker":"Alex Baker","startTime":995.369,"endTime":998.644,"body":"That's interesting because I,"},{"speaker":"Alex Baker","startTime":995.369,"endTime":998.644,"body":"obviously we've, we've, We know"},{"speaker":"Alex Baker","startTime":998.734,"endTime":1003.454,"body":"that COVID accelerated home working"},{"speaker":"Alex Baker","startTime":998.734,"endTime":1003.454,"body":"to a massive extent and probably,"},{"speaker":"Alex Baker","startTime":1003.994,"endTime":1008.554,"body":"probably accelerated Amazon Connect"},{"speaker":"Alex Baker","startTime":1003.994,"endTime":1008.554,"body":"and how that, it's rise, you know,"},{"speaker":"Alex Baker","startTime":1008.554,"endTime":1012.204,"body":"because it was so easy comparatively"},{"speaker":"Alex Baker","startTime":1008.554,"endTime":1012.204,"body":"to get people working from home."},{"speaker":"Alex Baker","startTime":1012.564,"endTime":1016.984,"body":"It's interesting that the same can"},{"speaker":"Alex Baker","startTime":1012.564,"endTime":1016.984,"body":"be said in the WEM space as well."},{"speaker":"Richard Pinnington","startTime":1017.484,"endTime":1019.624,"body":"Yeah, and there"},{"speaker":"Richard Pinnington","startTime":1017.484,"endTime":1019.624,"body":"was lots of challenges, of course, many"},{"speaker":"Richard Pinnington","startTime":1019.624,"endTime":1022.164,"body":"challenges in that sending agents home."},{"speaker":"Richard Pinnington","startTime":1022.164,"endTime":1026.894,"body":"But one was, how do you continue to"},{"speaker":"Richard Pinnington","startTime":1022.164,"endTime":1026.894,"body":"run your teams when you can't see them?"},{"speaker":"Richard Pinnington","startTime":1027.254,"endTime":1032.094,"body":"When so much of a successful team"},{"speaker":"Richard Pinnington","startTime":1027.254,"endTime":1032.094,"body":"or pod of agents is around walking"},{"speaker":"Richard Pinnington","startTime":1032.104,"endTime":1035.804,"body":"the floor and supervisors and team"},{"speaker":"Richard Pinnington","startTime":1032.104,"endTime":1035.804,"body":"leaders being hands on and eyes on."},{"speaker":"Richard Pinnington","startTime":1036.224,"endTime":1040.824,"body":"And then so how do you continue to run"},{"speaker":"Richard Pinnington","startTime":1036.224,"endTime":1040.824,"body":"that and understand what's going on and"},{"speaker":"Richard Pinnington","startTime":1040.834,"endTime":1044.804,"body":"maintain and manage performance if you"},{"speaker":"Richard Pinnington","startTime":1040.834,"endTime":1044.804,"body":"can't see those agents and workforce"},{"speaker":"Richard Pinnington","startTime":1044.804,"endTime":1046.084,"body":"management assisted with all of that."},{"speaker":"Richard Pinnington","startTime":1046.659,"endTime":1047.689,"body":"Yeah, that completely makes"},{"speaker":"Tom Morgan","startTime":1047.689,"endTime":1048.069,"body":"sense."},{"speaker":"Tom Morgan","startTime":1048.319,"endTime":1052.259,"body":"And we, we've been talking for"},{"speaker":"Tom Morgan","startTime":1048.319,"endTime":1052.259,"body":"just over 15 minutes and you've"},{"speaker":"Tom Morgan","startTime":1052.259,"endTime":1054.799,"body":"been very, very good and you"},{"speaker":"Tom Morgan","startTime":1052.259,"endTime":1054.799,"body":"haven't mentioned Calabrio at once."},{"speaker":"Tom Morgan","startTime":1054.809,"endTime":1055.739,"body":"So I'm going to do it."},{"speaker":"Tom Morgan","startTime":1055.979,"endTime":1059.749,"body":"What does, so how does Calabrio help"},{"speaker":"Tom Morgan","startTime":1055.979,"endTime":1059.749,"body":"here is that this is your pitch moment"},{"speaker":"Tom Morgan","startTime":1059.759,"endTime":1062.499,"body":"and then we'll, we'll kind of talk"},{"speaker":"Tom Morgan","startTime":1059.759,"endTime":1062.499,"body":"around it, but it seems only fair,"},{"speaker":"Tom Morgan","startTime":1062.509,"endTime":1063.759,"body":"like you're both here from Calabrio."},{"speaker":"Tom Morgan","startTime":1064.069,"endTime":1067.499,"body":"And it'd be good just to get a roundup"},{"speaker":"Tom Morgan","startTime":1064.069,"endTime":1067.499,"body":"of like, Where your tool fits into this"},{"speaker":"Scott Budding","startTime":1067.539,"endTime":1067.919,"body":"puzzle."},{"speaker":"Scott Budding","startTime":1068.419,"endTime":1068.779,"body":"Sure."},{"speaker":"Scott Budding","startTime":1068.789,"endTime":1069.059,"body":"Yeah."},{"speaker":"Scott Budding","startTime":1069.059,"endTime":1072.769,"body":"So, so we, I mean, we have an entire"},{"speaker":"Scott Budding","startTime":1069.059,"endTime":1072.769,"body":"suite, so, you know, we, we see"},{"speaker":"Scott Budding","startTime":1072.769,"endTime":1076.999,"body":"ourselves as true W.E.M let's go with"},{"speaker":"Scott Budding","startTime":1072.769,"endTime":1076.999,"body":"W.E.M workforce engagement management"},{"speaker":"Scott Budding","startTime":1076.999,"endTime":1082.489,"body":"specialist, and we have the really kind"},{"speaker":"Scott Budding","startTime":1076.999,"endTime":1082.489,"body":"of best of breed technology when it comes"},{"speaker":"Scott Budding","startTime":1082.489,"endTime":1086.349,"body":"to all of are a number of components"},{"speaker":"Scott Budding","startTime":1082.489,"endTime":1086.349,"body":"that would make up a WEM offering."},{"speaker":"Scott Budding","startTime":1086.679,"endTime":1088.739,"body":"So we provide a call recording."},{"speaker":"Scott Budding","startTime":1088.769,"endTime":1089.369,"body":"Absolutely."},{"speaker":"Scott Budding","startTime":1089.369,"endTime":1092.839,"body":"We also provide screen recording as"},{"speaker":"Scott Budding","startTime":1089.369,"endTime":1092.839,"body":"part of our quality management offering."},{"speaker":"Scott Budding","startTime":1093.419,"endTime":1097.019,"body":"So real differentiator for us,"},{"speaker":"Scott Budding","startTime":1093.419,"endTime":1097.019,"body":"actually, you know, when somebody is"},{"speaker":"Scott Budding","startTime":1097.019,"endTime":1099.409,"body":"looking at quality management with"},{"speaker":"Scott Budding","startTime":1097.019,"endTime":1099.409,"body":"us, it's not just about providing"},{"speaker":"Scott Budding","startTime":1099.409,"endTime":1101.349,"body":"them with an evaluation form."},{"speaker":"Scott Budding","startTime":1101.679,"endTime":1102.144,"body":"We've got a."},{"speaker":"Scott Budding","startTime":1102.564,"endTime":1105.804,"body":"A fair amount of kind of automation in"},{"speaker":"Scott 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you"},{"speaker":"Scott Budding","startTime":1118.104,"endTime":1120.334,"body":"know, maybe they're struggling to"},{"speaker":"Scott Budding","startTime":1120.334,"endTime":1125.174,"body":"navigate a CRM or a knowledge base"},{"speaker":"Scott Budding","startTime":1120.334,"endTime":1125.174,"body":"loads information too slowly for them."},{"speaker":"Scott Budding","startTime":1125.494,"endTime":1128.414,"body":"You know, so we start to learn some"},{"speaker":"Scott Budding","startTime":1125.494,"endTime":1128.414,"body":"things about what's really impacted both"},{"speaker":"Scott Budding","startTime":1128.434,"endTime":1131.954,"body":"the agent experience and the customer"},{"speaker":"Scott Budding","startTime":1128.434,"endTime":1131.954,"body":"experience by seeing the screen."},{"speaker":"Scott Budding","startTime":1132.224,"endTime":1133.434,"body":"As well as hearing the audio."},{"speaker":"Scott Budding","startTime":1133.984,"endTime":1135.594,"body":"So we, yes, we do quality management."},{"speaker":"Scott Budding","startTime":1135.594,"endTime":1137.074,"body":"We also do analytics."},{"speaker":"Scott Budding","startTime":1137.074,"endTime":1139.604,"body":"Now we offer desktop analytics."},{"speaker":"Scott Budding","startTime":1139.854,"endTime":1142.084,"body":"We do speech, we do text analytics."},{"speaker":"Scott Budding","startTime":1142.674,"endTime":1146.414,"body":"And following a recent acquisition,"},{"speaker":"Scott Budding","startTime":1142.674,"endTime":1146.414,"body":"we're super excited to have"},{"speaker":"Scott Budding","startTime":1146.414,"endTime":1147.619,"body":"a capability now to do that."},{"speaker":"Scott Budding","startTime":1147.619,"endTime":1149.119,"body":"To offer bot analytics."},{"speaker":"Scott Budding","startTime":1149.389,"endTime":1155.079,"body":"So we're not just looking at how well"},{"speaker":"Scott Budding","startTime":1149.389,"endTime":1155.079,"body":"we are performing across our human our"},{"speaker":"Scott Budding","startTime":1155.309,"endTime":1157.599,"body":"human agents, but also our virtual agents."},{"speaker":"Scott Budding","startTime":1158.109,"endTime":1160.889,"body":"And then just to top things all"},{"speaker":"Scott Budding","startTime":1158.109,"endTime":1160.889,"body":"off, we've got a fantastic business"},{"speaker":"Scott Budding","startTime":1160.889,"endTime":1164.769,"body":"intelligence layer that sits across"},{"speaker":"Scott Budding","startTime":1160.889,"endTime":1164.769,"body":"our entire suite, which will help"},{"speaker":"Scott Budding","startTime":1164.809,"endTime":1168.799,"body":"organizations bring all of this data to"},{"speaker":"Scott Budding","startTime":1164.809,"endTime":1168.799,"body":"life that's generated from our solutions."},{"speaker":"Scott Budding","startTime":1169.069,"endTime":1172.179,"body":"Workforce management as well, of"},{"speaker":"Scott Budding","startTime":1169.069,"endTime":1172.179,"body":"course, but it will have that business"},{"speaker":"Scott Budding","startTime":1172.229,"endTime":1175.459,"body":"intelligence layer across all of"},{"speaker":"Scott Budding","startTime":1172.229,"endTime":1175.459,"body":"those things that enables people"},{"speaker":"Scott Budding","startTime":1175.459,"endTime":1179.529,"body":"to produce customized reports and"},{"speaker":"Scott Budding","startTime":1175.459,"endTime":1179.529,"body":"dashboarding to get the most out of that."},{"speaker":"Scott Budding","startTime":1180.029,"endTime":1182.519,"body":"That's  essentially what,"},{"speaker":"Scott Budding","startTime":1180.029,"endTime":1182.519,"body":"what our offering consists of."},{"speaker":"Scott Budding","startTime":1183.019,"endTime":1183.329,"body":"Yep."},{"speaker":"Tom Morgan","startTime":1183.409,"endTime":1184.149,"body":"That completely makes sense."},{"speaker":"Tom Morgan","startTime":1184.169,"endTime":1186.639,"body":"And that, that bot stuff's"},{"speaker":"Tom Morgan","startTime":1184.169,"endTime":1186.639,"body":"really interesting because it's."},{"speaker":"Tom Morgan","startTime":1186.804,"endTime":1190.654,"body":"It's interesting to think about"},{"speaker":"Tom Morgan","startTime":1186.804,"endTime":1190.654,"body":"bots in that same bucket as agents,"},{"speaker":"Tom Morgan","startTime":1190.654,"endTime":1194.044,"body":"where it comes to looking at how to"},{"speaker":"Tom Morgan","startTime":1190.654,"endTime":1194.044,"body":"be more effective, how to optimize"},{"speaker":"Tom Morgan","startTime":1194.044,"endTime":1195.734,"body":"what you like in terms of bots."},{"speaker":"Tom Morgan","startTime":1195.784,"endTime":1198.514,"body":"It's all right to talk about optimization,"},{"speaker":"Tom Morgan","startTime":1195.784,"endTime":1198.514,"body":"but yeah, you know, like working out"},{"speaker":"Tom Morgan","startTime":1198.514,"endTime":1201.794,"body":"where it works and where it doesn't"},{"speaker":"Tom Morgan","startTime":1198.514,"endTime":1201.794,"body":"work and those handoff points."},{"speaker":"Tom Morgan","startTime":1201.794,"endTime":1203.974,"body":"And like, there's probably a"},{"speaker":"Tom Morgan","startTime":1201.794,"endTime":1203.974,"body":"lot there to dive into as you."},{"speaker":"Tom Morgan","startTime":1204.299,"endTime":1204.549,"body":"Kind of"},{"speaker":"Scott Budding","startTime":1204.879,"endTime":1205.499,"body":"so much."},{"speaker":"Scott Budding","startTime":1205.789,"endTime":1206.059,"body":"Yeah."},{"speaker":"Scott Budding","startTime":1206.059,"endTime":1206.549,"body":"So much."},{"speaker":"Scott Budding","startTime":1206.549,"endTime":1209.089,"body":"It feels like a whole different"},{"speaker":"Scott Budding","startTime":1206.549,"endTime":1209.089,"body":"podcast for another day."},{"speaker":"Scott Budding","startTime":1209.089,"endTime":1211.939,"body":"But, but, you know, what we've"},{"speaker":"Scott Budding","startTime":1209.089,"endTime":1211.939,"body":"actually found and the reason why"},{"speaker":"Scott Budding","startTime":1211.989,"endTime":1216.509,"body":"collaborative, I think you've made a"},{"speaker":"Scott Budding","startTime":1211.989,"endTime":1216.509,"body":"very clever acquisition here is that"},{"speaker":"Scott Budding","startTime":1216.759,"endTime":1221.419,"body":"the reality is that there aren't really"},{"speaker":"Scott Budding","startTime":1216.759,"endTime":1221.419,"body":"any vendors of bots out there that"},{"speaker":"Scott Budding","startTime":1221.449,"endTime":1224.039,"body":"are doing this really, really well."},{"speaker":"Scott Budding","startTime":1224.279,"endTime":1226.909,"body":"Or, you know, or dare I say, you know,"},{"speaker":"Scott Budding","startTime":1224.279,"endTime":1226.909,"body":"without sounding too arrogant, not"},{"speaker":"Scott Budding","startTime":1226.919,"endTime":1230.724,"body":"as well as, you know, What we can do"},{"speaker":"Scott Budding","startTime":1226.919,"endTime":1230.724,"body":"with our capability, because a lot"},{"speaker":"Scott Budding","startTime":1231.014,"endTime":1234.234,"body":"of the focus, those organizations we"},{"speaker":"Scott Budding","startTime":1231.014,"endTime":1234.234,"body":"speak to is really around containment."},{"speaker":"Scott Budding","startTime":1234.244,"endTime":1238.434,"body":"But what we actually look at is, is"},{"speaker":"Scott Budding","startTime":1234.244,"endTime":1238.434,"body":"the actual true automation where a"},{"speaker":"Scott Budding","startTime":1238.454,"endTime":1240.524,"body":"customer's experience is a good one."},{"speaker":"Scott Budding","startTime":1240.804,"endTime":1243.639,"body":"And actually their issue, their"},{"speaker":"Scott Budding","startTime":1240.804,"endTime":1243.639,"body":"question has actually been answered."},{"speaker":"Scott Budding","startTime":1244.289,"endTime":1245.759,"body":"Properly been resolved for them."},{"speaker":"Scott Budding","startTime":1246.259,"endTime":1249.569,"body":"So that ability to actually look at the"},{"speaker":"Scott Budding","startTime":1246.259,"endTime":1249.569,"body":"automation, look at the experience and"},{"speaker":"Scott Budding","startTime":1249.579,"endTime":1253.999,"body":"be able to calculate for customers, the"},{"speaker":"Scott Budding","startTime":1249.579,"endTime":1253.999,"body":"cost of automation with use of their bots."},{"speaker":"Scott Budding","startTime":1254.499,"endTime":1258.129,"body":"It just kind of brings a whole new"},{"speaker":"Scott Budding","startTime":1254.499,"endTime":1258.129,"body":"lens to, to those organizations who"},{"speaker":"Scott Budding","startTime":1258.129,"endTime":1261.429,"body":"are using bots today, virtual agents"},{"speaker":"Scott Budding","startTime":1258.129,"endTime":1261.429,"body":"in their, in their contact center."},{"speaker":"Scott Budding","startTime":1262.069,"endTime":1262.169,"body":"And"},{"speaker":"Alex Baker","startTime":1262.399,"endTime":1265.619,"body":"it's such massive, massive"},{"speaker":"Alex Baker","startTime":1262.399,"endTime":1265.619,"body":"scope for improvement there as well."},{"speaker":"Alex Baker","startTime":1265.879,"endTime":1268.889,"body":"We've, we've probably all"},{"speaker":"Alex Baker","startTime":1265.879,"endTime":1268.889,"body":"had those experiences of."},{"speaker":"Alex Baker","startTime":1269.214,"endTime":1272.744,"body":"really bad, frustrating bots where, you"},{"speaker":"Alex Baker","startTime":1269.214,"endTime":1272.744,"body":"know, you get stuck down a particular"},{"speaker":"Alex Baker","startTime":1272.804,"endTime":1276.584,"body":"rabbit hole and you can't get to"},{"speaker":"Alex Baker","startTime":1272.804,"endTime":1276.584,"body":"speak to somebody or solve your issue."},{"speaker":"Alex Baker","startTime":1276.584,"endTime":1278.324,"body":"So that sounds really exciting."},{"speaker":"Alex Baker","startTime":1278.834,"endTime":1279.144,"body":"Yeah."},{"speaker":"Scott Budding","startTime":1279.144,"endTime":1280.744,"body":"Or"},{"speaker":"Richard Pinnington","startTime":1280.744,"endTime":1282.644,"body":"the, you know,"},{"speaker":"Richard Pinnington","startTime":1280.744,"endTime":1282.644,"body":"the, the interaction was contained"},{"speaker":"Richard Pinnington","startTime":1282.644,"endTime":1285.074,"body":"in a bot, but was the customer"},{"speaker":"Richard Pinnington","startTime":1282.644,"endTime":1285.074,"body":"actually happy at the end of it?"},{"speaker":"Richard Pinnington","startTime":1285.074,"endTime":1287.904,"body":"And those, those are things that, you"},{"speaker":"Richard Pinnington","startTime":1285.074,"endTime":1287.904,"body":"know, are not necessarily assessed."},{"speaker":"Richard Pinnington","startTime":1287.904,"endTime":1291.624,"body":"And I think we've all got our favorite"},{"speaker":"Richard Pinnington","startTime":1287.904,"endTime":1291.624,"body":"LinkedIn anecdote that we've circulated"},{"speaker":"Richard Pinnington","startTime":1291.634,"endTime":1295.769,"body":"that That highlights just what a"},{"speaker":"Richard Pinnington","startTime":1291.634,"endTime":1295.769,"body":"problem it is, but also for us, an"},{"speaker":"Richard Pinnington","startTime":1295.769,"endTime":1300.499,"body":"opportunity with, with that ability"},{"speaker":"Richard Pinnington","startTime":1295.769,"endTime":1300.499,"body":"to, to, to study the, the quality and"},{"speaker":"Richard Pinnington","startTime":1300.499,"endTime":1303.609,"body":"analytics of, those automated agents."},{"speaker":"Tom Morgan","startTime":1303.849,"endTime":1304.249,"body":"Yeah, definitely."},{"speaker":"Tom Morgan","startTime":1304.729,"endTime":1306.279,"body":"It feels like in every sector, there's."},{"speaker":"Tom Morgan","startTime":1306.739,"endTime":1310.109,"body":"There's things where bots are really"},{"speaker":"Tom Morgan","startTime":1306.739,"endTime":1310.109,"body":"good at getting the answer and"},{"speaker":"Tom Morgan","startTime":1310.109,"endTime":1312.209,"body":"there's things where bots are really"},{"speaker":"Tom Morgan","startTime":1310.109,"endTime":1312.209,"body":"bad at getting the answer and it's"},{"speaker":"Tom Morgan","startTime":1312.209,"endTime":1315.539,"body":"understanding Those and then figuring out."},{"speaker":"Tom Morgan","startTime":1315.629,"endTime":1318.389,"body":"Yeah, if you can work out what type"},{"speaker":"Tom Morgan","startTime":1315.629,"endTime":1318.389,"body":"of call it is and do the right thing"},{"speaker":"Tom Morgan","startTime":1318.389,"endTime":1322.399,"body":"And yeah, there's it's something"},{"speaker":"Tom Morgan","startTime":1318.389,"endTime":1322.399,"body":"we it's an evolving picture as well"},{"speaker":"Tom Morgan","startTime":1322.399,"endTime":1326.219,"body":"because throw the whole ai thing in"},{"speaker":"Tom Morgan","startTime":1322.399,"endTime":1326.219,"body":"and things change over time So it's"},{"speaker":"Tom Morgan","startTime":1326.509,"endTime":1328.119,"body":"probably not even a one and done right?"},{"speaker":"Tom Morgan","startTime":1328.129,"endTime":1331.639,"body":"It's a it's a constant re evaluation"},{"speaker":"Tom Morgan","startTime":1328.129,"endTime":1331.639,"body":"against the technology, but also"},{"speaker":"Tom Morgan","startTime":1331.924,"endTime":1334.834,"body":"The things that people are asking as"},{"speaker":"Tom Morgan","startTime":1331.924,"endTime":1334.834,"body":"well, because that changes over time."},{"speaker":"Tom Morgan","startTime":1334.884,"endTime":1335.164,"body":"Many,"},{"speaker":"Richard Pinnington","startTime":1335.184,"endTime":1337.539,"body":"many interactions are"},{"speaker":"Richard Pinnington","startTime":1335.184,"endTime":1337.539,"body":"a journey as well, of course, aren't they?"},{"speaker":"Richard Pinnington","startTime":1337.539,"endTime":1341.634,"body":"That, you know, you, you know, you"},{"speaker":"Richard Pinnington","startTime":1337.539,"endTime":1341.634,"body":"will be designing using, using all"},{"speaker":"Richard Pinnington","startTime":1341.634,"endTime":1345.344,"body":"of the tools of Amazon connect and"},{"speaker":"Richard Pinnington","startTime":1341.634,"endTime":1345.344,"body":"the various rapper AWS services,"},{"speaker":"Richard Pinnington","startTime":1345.664,"endTime":1350.214,"body":"you'll be orchestrating those journeys"},{"speaker":"Richard Pinnington","startTime":1345.664,"endTime":1350.214,"body":"for a particular interaction type."},{"speaker":"Richard Pinnington","startTime":1350.214,"endTime":1352.504,"body":"And you know, that that's,"},{"speaker":"Richard Pinnington","startTime":1350.214,"endTime":1352.504,"body":"let's, let's see if we can."},{"speaker":"Richard Pinnington","startTime":1352.719,"endTime":1357.669,"body":"Utilize a a a Lex, for example, or let's"},{"speaker":"Richard Pinnington","startTime":1352.719,"endTime":1357.669,"body":"see if we can kind of use, use a chat"},{"speaker":"Richard Pinnington","startTime":1357.669,"endTime":1362.219,"body":"bot, but then you, you might be escalated"},{"speaker":"Richard Pinnington","startTime":1357.669,"endTime":1362.219,"body":"outta that to, to human involvement and"},{"speaker":"Richard Pinnington","startTime":1362.219,"endTime":1363.839,"body":"then to the completion of the interaction."},{"speaker":"Richard Pinnington","startTime":1364.169,"endTime":1364.259,"body":"Mm-Hmm."},{"speaker":"Richard Pinnington","startTime":1364.259,"endTime":1366.329,"body":"So with the tools that, that"},{"speaker":"Richard Pinnington","startTime":1364.259,"endTime":1366.329,"body":"we've now developing, we're"},{"speaker":"Richard Pinnington","startTime":1366.329,"endTime":1368.849,"body":"able to check the quality right"},{"speaker":"Richard Pinnington","startTime":1366.329,"endTime":1368.849,"body":"across that customer journey."},{"speaker":"Richard Pinnington","startTime":1369.229,"endTime":1371.359,"body":"So that's something we"},{"speaker":"Richard Pinnington","startTime":1369.229,"endTime":1371.359,"body":"weren't able to do before."},{"speaker":"Richard Pinnington","startTime":1371.359,"endTime":1375.079,"body":"So it feels like a, you know, really"},{"speaker":"Richard Pinnington","startTime":1371.359,"endTime":1375.079,"body":"valuable acquisition to give that insight"},{"speaker":"Richard Pinnington","startTime":1375.289,"endTime":1379.429,"body":"from the, the, the, the, the bot side of"},{"speaker":"Richard Pinnington","startTime":1375.289,"endTime":1379.429,"body":"the fence as well as the human side of the"},{"speaker":"Richard Pinnington","startTime":1379.429,"endTime":1381.379,"body":"fence and pro provide a holistic picture."},{"speaker":"Richard Pinnington","startTime":1381.394,"endTime":1381.814,"body":"Mm-Hmm."},{"speaker":"Richard Pinnington","startTime":1382.314,"endTime":1382.984,"body":"."},{"speaker":"Richard Pinnington","startTime":1382.314,"endTime":1382.984,"body":"Tom Morgan: Yeah, definitely."},{"speaker":"Richard Pinnington","startTime":1383.284,"endTime":1387.224,"body":"I was going to ask you about the, the"},{"speaker":"Richard Pinnington","startTime":1383.284,"endTime":1387.224,"body":"kind of the workforce management stuff"},{"speaker":"Richard Pinnington","startTime":1387.264,"endTime":1389.164,"body":"that's recently come into Amazon Connect."},{"speaker":"Richard Pinnington","startTime":1389.214,"endTime":1391.404,"body":"Cause I was going to say like,"},{"speaker":"Richard Pinnington","startTime":1389.214,"endTime":1391.404,"body":"well, you know, you can do this in"},{"speaker":"Richard Pinnington","startTime":1391.404,"endTime":1392.544,"body":"Amazon Connect, what's different."},{"speaker":"Richard Pinnington","startTime":1392.774,"endTime":1395.534,"body":"Actually, like, as I've listened to"},{"speaker":"Richard Pinnington","startTime":1392.774,"endTime":1395.534,"body":"what you've been saying, it's, that's"},{"speaker":"Richard Pinnington","startTime":1395.534,"endTime":1396.984,"body":"quite an obvious answer to me now."},{"speaker":"Richard Pinnington","startTime":1396.984,"endTime":1400.334,"body":"I feel like that there's so"},{"speaker":"Richard Pinnington","startTime":1396.984,"endTime":1400.334,"body":"much more than this, the kind of"},{"speaker":"Richard Pinnington","startTime":1400.344,"endTime":1401.324,"body":"stuff that comes down to that."},{"speaker":"Richard Pinnington","startTime":1401.324,"endTime":1405.994,"body":"So I'm kind of going to broaden the"},{"speaker":"Richard Pinnington","startTime":1401.324,"endTime":1405.994,"body":"question to like, generally, as, as you"},{"speaker":"Richard Pinnington","startTime":1405.994,"endTime":1410.824,"body":"look at what kind of Amazon Connect are"},{"speaker":"Richard Pinnington","startTime":1405.994,"endTime":1410.824,"body":"doing in this space, not Around workforce"},{"speaker":"Richard Pinnington","startTime":1410.824,"endTime":1412.894,"body":"management, although I'll be really"},{"speaker":"Richard Pinnington","startTime":1410.824,"endTime":1412.894,"body":"interested in your take on that, but"},{"speaker":"Richard Pinnington","startTime":1412.904,"endTime":1417.524,"body":"more generally, you know, the things you"},{"speaker":"Richard Pinnington","startTime":1412.904,"endTime":1417.524,"body":"think they're doing well, and also where"},{"speaker":"Richard Pinnington","startTime":1417.524,"endTime":1421.674,"body":"in a user's journey, the types of kind"},{"speaker":"Richard Pinnington","startTime":1417.524,"endTime":1421.674,"body":"of signals, I guess, that you hear from"},{"speaker":"Richard Pinnington","startTime":1421.674,"endTime":1427.899,"body":"customers, that is the point at which"},{"speaker":"Richard Pinnington","startTime":1421.674,"endTime":1427.899,"body":"they would start to think, okay, like what"},{"speaker":"Richard Pinnington","startTime":1427.899,"endTime":1431.769,"body":"we need to bring in a Calabrio or for us"},{"speaker":"Richard Pinnington","startTime":1427.899,"endTime":1431.769,"body":"as partners, like, what are the things"},{"speaker":"Richard Pinnington","startTime":1431.769,"endTime":1433.339,"body":"that we should be hearing from customers?"},{"speaker":"Richard Pinnington","startTime":1433.339,"endTime":1436.169,"body":"That is the trigger point to be like,"},{"speaker":"Richard Pinnington","startTime":1433.339,"endTime":1436.169,"body":"okay,  we need to go and find a partner."},{"speaker":"Richard Pinnington","startTime":1436.169,"endTime":1439.199,"body":"Now, like, we need to go and find"},{"speaker":"Richard Pinnington","startTime":1436.169,"endTime":1439.199,"body":"someone else outside of this box."},{"speaker":"Richard Pinnington","startTime":1439.799,"endTime":1443.839,"body":"Yeah, I think if"},{"speaker":"Richard Pinnington","startTime":1439.799,"endTime":1443.839,"body":"you, if you think of many CKAS vendors"},{"speaker":"Richard Pinnington","startTime":1443.839,"endTime":1446.179,"body":"today, there's this concept of all in one."},{"speaker":"Richard Pinnington","startTime":1446.414,"endTime":1451.134,"body":"Let's let's address all of the"},{"speaker":"Richard Pinnington","startTime":1446.414,"endTime":1451.134,"body":"core interaction management and the"},{"speaker":"Richard Pinnington","startTime":1451.194,"endTime":1455.684,"body":"ecosystem of, let's say, optimization"},{"speaker":"Richard Pinnington","startTime":1451.194,"endTime":1455.684,"body":"applications wrapped around the"},{"speaker":"Richard Pinnington","startTime":1455.684,"endTime":1456.924,"body":"interaction management piece."},{"speaker":"Richard Pinnington","startTime":1457.184,"endTime":1459.874,"body":"How can we kind of offer"},{"speaker":"Richard Pinnington","startTime":1457.184,"endTime":1459.874,"body":"all of that all in one?"},{"speaker":"Richard Pinnington","startTime":1460.194,"endTime":1461.609,"body":"And the likes of Gartner as well."},{"speaker":"Richard Pinnington","startTime":1461.739,"endTime":1465.359,"body":"Represented that as kind of the,"},{"speaker":"Richard Pinnington","startTime":1461.739,"endTime":1465.359,"body":"you know, one of the key determining"},{"speaker":"Richard Pinnington","startTime":1465.359,"endTime":1468.139,"body":"factors if, as if you make it"},{"speaker":"Richard Pinnington","startTime":1465.359,"endTime":1468.139,"body":"into the magic quadrant or not."},{"speaker":"Richard Pinnington","startTime":1468.629,"endTime":1471.409,"body":"So, so we see this all the time and"},{"speaker":"Richard Pinnington","startTime":1468.629,"endTime":1471.409,"body":"then you kind of come, come across"},{"speaker":"Richard Pinnington","startTime":1471.409,"endTime":1476.499,"body":"to Colabrio and how does, how does"},{"speaker":"Richard Pinnington","startTime":1471.409,"endTime":1476.499,"body":"Colabrio with it just does WEM and as a"},{"speaker":"Richard Pinnington","startTime":1476.499,"endTime":1479.824,"body":"specialist developer and provider of WEM."},{"speaker":"Richard Pinnington","startTime":1480.004,"endTime":1480.594,"body":"Technologies."},{"speaker":"Richard Pinnington","startTime":1480.594,"endTime":1481.364,"body":"How do we fit in?"},{"speaker":"Richard Pinnington","startTime":1481.364,"endTime":1486.004,"body":"If if these CKs vendors are doing all"},{"speaker":"Richard Pinnington","startTime":1481.364,"endTime":1486.004,"body":"in one, what we actually see is that"},{"speaker":"Richard Pinnington","startTime":1486.054,"endTime":1491.734,"body":"the functionality inside the CKs vendors"},{"speaker":"Richard Pinnington","startTime":1486.054,"endTime":1491.734,"body":"is often quite lightweight in terms"},{"speaker":"Richard Pinnington","startTime":1491.734,"endTime":1495.534,"body":"of the scope of the feature set, the"},{"speaker":"Richard Pinnington","startTime":1491.734,"endTime":1495.534,"body":"relatively new feature sets that have"},{"speaker":"Richard Pinnington","startTime":1495.534,"endTime":1500.094,"body":"been added to those CKs vendors and"},{"speaker":"Richard Pinnington","startTime":1495.534,"endTime":1500.094,"body":"Amazon Connect would be the same with"},{"speaker":"Richard Pinnington","startTime":1500.094,"endTime":1504.214,"body":"the The forecasting and capacity planning"},{"speaker":"Richard Pinnington","startTime":1500.094,"endTime":1504.214,"body":"module evolving quickly, but still"},{"speaker":"Richard Pinnington","startTime":1504.214,"endTime":1508.874,"body":"relatively new compared to the near 20"},{"speaker":"Richard Pinnington","startTime":1504.214,"endTime":1508.874,"body":"years of development in our platforms."},{"speaker":"Richard Pinnington","startTime":1509.244,"endTime":1513.334,"body":"And if you, if you think of the, the, the"},{"speaker":"Richard Pinnington","startTime":1509.244,"endTime":1513.334,"body":"projects that, for example, you would be"},{"speaker":"Richard Pinnington","startTime":1513.334,"endTime":1517.594,"body":"involved with around CX transformation"},{"speaker":"Richard Pinnington","startTime":1513.334,"endTime":1517.594,"body":"or contact center modernization."},{"speaker":"Richard Pinnington","startTime":1518.094,"endTime":1523.884,"body":"What you're often having to do is not"},{"speaker":"Richard Pinnington","startTime":1518.094,"endTime":1523.884,"body":"just remove and replace an on prem ACD,"},{"speaker":"Richard Pinnington","startTime":1524.244,"endTime":1528.994,"body":"but you're going to find perhaps some"},{"speaker":"Richard Pinnington","startTime":1524.244,"endTime":1528.994,"body":"legacy on prem WFM technologies from"},{"speaker":"Richard Pinnington","startTime":1528.994,"endTime":1530.564,"body":"the likes of Variant or Nice in there."},{"speaker":"Richard Pinnington","startTime":1530.964,"endTime":1533.354,"body":"And so there's users with a"},{"speaker":"Richard Pinnington","startTime":1530.964,"endTime":1533.354,"body":"particular expectation about"},{"speaker":"Richard Pinnington","startTime":1533.634,"endTime":1534.684,"body":"what they're going to get."},{"speaker":"Richard Pinnington","startTime":1535.064,"endTime":1537.974,"body":"And so as you go through that"},{"speaker":"Richard Pinnington","startTime":1535.064,"endTime":1537.974,"body":"modernization journey and you reach"},{"speaker":"Richard Pinnington","startTime":1538.024,"endTime":1543.854,"body":"those users, if you're presenting them"},{"speaker":"Richard Pinnington","startTime":1538.024,"endTime":1543.854,"body":"with a lighter weight feature set, that"},{"speaker":"Richard Pinnington","startTime":1543.904,"endTime":1545.704,"body":"doesn't feel like modernization to them."},{"speaker":"Richard Pinnington","startTime":1546.234,"endTime":1548.494,"body":"So I think that that's the point"},{"speaker":"Richard Pinnington","startTime":1546.234,"endTime":1548.494,"body":"where there's a, I think, a"},{"speaker":"Richard Pinnington","startTime":1548.504,"endTime":1552.594,"body":"brilliant opportunity to combine"},{"speaker":"Richard Pinnington","startTime":1548.504,"endTime":1552.594,"body":"Amazon Connect plus Collabrio and"},{"speaker":"Richard Pinnington","startTime":1552.954,"endTime":1557.644,"body":"really what you're also combining"},{"speaker":"Richard Pinnington","startTime":1552.954,"endTime":1557.644,"body":"is to AWS based cloud solution set."},{"speaker":"Richard Pinnington","startTime":1557.664,"endTime":1561.114,"body":"So you kind of got this, this better"},{"speaker":"Richard Pinnington","startTime":1557.664,"endTime":1561.114,"body":"together concept, which we love"},{"speaker":"Richard Pinnington","startTime":1561.504,"endTime":1562.994,"body":"talking about when combining the two."},{"speaker":"Richard Pinnington","startTime":1563.619,"endTime":1567.229,"body":"The two applications and it's,"},{"speaker":"Richard Pinnington","startTime":1563.619,"endTime":1567.229,"body":"it's the perfect approach where"},{"speaker":"Richard Pinnington","startTime":1567.229,"endTime":1572.519,"body":"you see a sophisticated planning"},{"speaker":"Richard Pinnington","startTime":1567.229,"endTime":1572.519,"body":"team in place with an expectation."},{"speaker":"Richard Pinnington","startTime":1572.949,"endTime":1577.629,"body":"And, and the way I often talk to partners"},{"speaker":"Richard Pinnington","startTime":1572.949,"endTime":1577.629,"body":"is to, to be confident instead of"},{"speaker":"Richard Pinnington","startTime":1577.629,"endTime":1582.359,"body":"thinking this world of WFM is somehow,"},{"speaker":"Richard Pinnington","startTime":1577.629,"endTime":1582.359,"body":"you know, it's this, this strange world"},{"speaker":"Richard Pinnington","startTime":1582.359,"endTime":1586.739,"body":"that you know, nothing about be confident"},{"speaker":"Richard Pinnington","startTime":1582.359,"endTime":1586.739,"body":"and walk towards those requirements,"},{"speaker":"Richard Pinnington","startTime":1586.759,"endTime":1588.599,"body":"understand them, knowing that."},{"speaker":"Richard Pinnington","startTime":1588.949,"endTime":1592.969,"body":"If Colabrio is in the picture and"},{"speaker":"Richard Pinnington","startTime":1588.949,"endTime":1592.969,"body":"you've got the opportunity to combine"},{"speaker":"Richard Pinnington","startTime":1593.229,"endTime":1596.869,"body":"Colabrio with Amazon Connect, you can"},{"speaker":"Richard Pinnington","startTime":1593.229,"endTime":1596.869,"body":"turn that to your advantage and help"},{"speaker":"Richard Pinnington","startTime":1596.899,"endTime":1598.509,"body":"strengthen the overall proposition."},{"speaker":"Tom Morgan","startTime":1599.009,"endTime":1599.639,"body":"Gosh, yeah."},{"speaker":"Tom Morgan","startTime":1599.639,"endTime":1599.959,"body":"Okay."},{"speaker":"Tom Morgan","startTime":1600.379,"endTime":1601.089,"body":"Yeah, that makes sense."},{"speaker":"Tom Morgan","startTime":1601.429,"endTime":1605.629,"body":"Well, so what do you work across"},{"speaker":"Tom Morgan","startTime":1601.429,"endTime":1605.629,"body":"multiple partners or is it just connect?"},{"speaker":"Richard Pinnington","startTime":1605.979,"endTime":1609.519,"body":"Yeah, if you kind"},{"speaker":"Richard Pinnington","startTime":1605.979,"endTime":1609.519,"body":"of think of think of our product set,"},{"speaker":"Richard Pinnington","startTime":1609.519,"endTime":1612.969,"body":"whether it's the workforce management"},{"speaker":"Richard Pinnington","startTime":1609.519,"endTime":1612.969,"body":"piece, or if it's the quality management"},{"speaker":"Richard Pinnington","startTime":1612.999,"endTime":1616.749,"body":"and analytics piece in the world of"},{"speaker":"Richard Pinnington","startTime":1612.999,"endTime":1616.749,"body":"workforce management, we need to bring"},{"speaker":"Richard Pinnington","startTime":1616.809,"endTime":1621.679,"body":"in stats information and real time agent"},{"speaker":"Richard Pinnington","startTime":1616.809,"endTime":1621.679,"body":"state information into our platform."},{"speaker":"Richard Pinnington","startTime":1622.239,"endTime":1625.009,"body":"And if it's the world of quality"},{"speaker":"Richard Pinnington","startTime":1622.239,"endTime":1625.009,"body":"management or analytics, we need to kind"},{"speaker":"Richard Pinnington","startTime":1625.009,"endTime":1626.779,"body":"of get hold of a copy of the recordings."},{"speaker":"Richard Pinnington","startTime":1627.059,"endTime":1631.589,"body":"It, in either way, we're ingesting some"},{"speaker":"Richard Pinnington","startTime":1627.059,"endTime":1631.589,"body":"form of information from another platform."},{"speaker":"Richard Pinnington","startTime":1631.939,"endTime":1636.699,"body":"So the relationships and integrations that"},{"speaker":"Richard Pinnington","startTime":1631.939,"endTime":1636.699,"body":"we have with vendors is really, really"},{"speaker":"Richard Pinnington","startTime":1636.709,"endTime":1640.129,"body":"important to us to be able to deliver"},{"speaker":"Richard Pinnington","startTime":1636.709,"endTime":1640.129,"body":"the value in our products that we do."},{"speaker":"Alex Baker","startTime":1640.799,"endTime":1641.179,"body":"Yeah."},{"speaker":"Alex Baker","startTime":1641.489,"endTime":1644.264,"body":"On that point, do you find you"},{"speaker":"Alex Baker","startTime":1641.489,"endTime":1644.264,"body":"Do you, do you do less of the"},{"speaker":"Alex Baker","startTime":1644.264,"endTime":1646.644,"body":"sort of the base call recording?"},{"speaker":"Alex Baker","startTime":1646.724,"endTime":1651.154,"body":"Because I think when I first came into"},{"speaker":"Alex Baker","startTime":1646.724,"endTime":1651.154,"body":"contact with Collabrio, it was around sort"},{"speaker":"Alex Baker","startTime":1651.154,"endTime":1655.464,"body":"of setting up Collabrio call recorders,"},{"speaker":"Alex Baker","startTime":1651.154,"endTime":1655.464,"body":"probably on site for a Cisco customer."},{"speaker":"Alex Baker","startTime":1655.964,"endTime":1661.044,"body":"And I guess maybe with the, the CCAS"},{"speaker":"Alex Baker","startTime":1655.964,"endTime":1661.044,"body":"providers becoming more, more prominent,"},{"speaker":"Alex Baker","startTime":1661.054,"endTime":1664.304,"body":"maybe you don't do so much with the"},{"speaker":"Alex Baker","startTime":1661.054,"endTime":1664.304,"body":"basic call recording these days."},{"speaker":"Scott Budding","startTime":1664.764,"endTime":1669.344,"body":"Yeah, I think it's,  it's"},{"speaker":"Scott Budding","startTime":1664.764,"endTime":1669.344,"body":"really rare now, Alex particularly, you"},{"speaker":"Scott Budding","startTime":1669.344,"endTime":1673.964,"body":"know, if we're focusing really on kind of"},{"speaker":"Scott Budding","startTime":1669.344,"endTime":1673.964,"body":"sort of UK market that they're very few"},{"speaker":"Scott Budding","startTime":1673.964,"endTime":1678.604,"body":"and far between we are seeing a little"},{"speaker":"Scott Budding","startTime":1673.964,"endTime":1678.604,"body":"bit more in, in some other geographies,"},{"speaker":"Scott Budding","startTime":1679.104,"endTime":1683.144,"body":"but certainly in sort of UK and EMEA we"},{"speaker":"Scott Budding","startTime":1679.104,"endTime":1683.144,"body":"do, we do very little really in terms"},{"speaker":"Scott Budding","startTime":1683.144,"endTime":1687.294,"body":"of recording what, what we do though, is"},{"speaker":"Scott Budding","startTime":1683.144,"endTime":1687.294,"body":"ensure that we have a mechanism in place"},{"speaker":"Scott Budding","startTime":1687.314,"endTime":1691.929,"body":"to be able to bring those core recordings"},{"speaker":"Scott Budding","startTime":1687.314,"endTime":1691.929,"body":"in from whatever, you know, Provider a"},{"speaker":"Scott Budding","startTime":1691.929,"endTime":1693.849,"body":"customer may have for that call recording."},{"speaker":"Scott Budding","startTime":1694.439,"endTime":1695.839,"body":"So we'll take those recordings."},{"speaker":"Scott Budding","startTime":1695.839,"endTime":1699.149,"body":"We'll take the metadata and we'll"},{"speaker":"Scott Budding","startTime":1695.839,"endTime":1699.149,"body":"ingest that into our platform."},{"speaker":"Scott Budding","startTime":1699.169,"endTime":1701.789,"body":"From there we can perform"},{"speaker":"Scott Budding","startTime":1699.169,"endTime":1701.789,"body":"quality and analytics."},{"speaker":"Alex Baker","startTime":1702.289,"endTime":1702.689,"body":"Yeah."},{"speaker":"Alex Baker","startTime":1702.689,"endTime":1702.989,"body":"Okay."},{"speaker":"Alex Baker","startTime":1702.999,"endTime":1703.749,"body":"That makes sense."},{"speaker":"Alex Baker","startTime":1704.139,"endTime":1707.549,"body":"And I guess concentrate more on that,"},{"speaker":"Alex Baker","startTime":1704.139,"endTime":1707.549,"body":"perhaps the sort of higher value"},{"speaker":"Alex Baker","startTime":1707.549,"endTime":1709.419,"body":"add stuff that the rest of the suite"},{"speaker":"Scott Budding","startTime":1709.459,"endTime":1709.939,"body":"provides."},{"speaker":"Scott Budding","startTime":1709.939,"endTime":1710.439,"body":"That's right."},{"speaker":"Scott Budding","startTime":1710.619,"endTime":1711.479,"body":"Yeah, exactly."},{"speaker":"Scott Budding","startTime":1712.069,"endTime":1712.829,"body":"It feels"},{"speaker":"Tom Morgan","startTime":1712.829,"endTime":1713.229,"body":"like."},{"speaker":"Tom Morgan","startTime":1713.774,"endTime":1717.084,"body":"It feels like every engagement"},{"speaker":"Tom Morgan","startTime":1713.774,"endTime":1717.084,"body":"must be quite unique in a way,"},{"speaker":"Tom Morgan","startTime":1717.084,"endTime":1718.624,"body":"because of the different things."},{"speaker":"Tom Morgan","startTime":1718.624,"endTime":1722.574,"body":"It's quite a custom, you know, so much to"},{"speaker":"Tom Morgan","startTime":1718.624,"endTime":1722.574,"body":"talk about and stuff like that, and yet."},{"speaker":"Tom Morgan","startTime":1723.259,"endTime":1726.549,"body":"You know, as a, you're an AWS partner,"},{"speaker":"Tom Morgan","startTime":1723.259,"endTime":1726.549,"body":"you're on marketplace, I believe,"},{"speaker":"Tom Morgan","startTime":1726.789,"endTime":1730.639,"body":"like, how does, do you find customers"},{"speaker":"Tom Morgan","startTime":1726.789,"endTime":1730.639,"body":"start their journey through that route?"},{"speaker":"Tom Morgan","startTime":1730.749,"endTime":1733.179,"body":"And then, or do they sort"},{"speaker":"Tom Morgan","startTime":1730.749,"endTime":1733.179,"body":"of come to you directly?"},{"speaker":"Tom Morgan","startTime":1733.179,"endTime":1736.879,"body":"Cause they know it's going to be a custom"},{"speaker":"Tom Morgan","startTime":1733.179,"endTime":1736.879,"body":"thing or like, how do you find marketplace"},{"speaker":"Tom Morgan","startTime":1736.879,"endTime":1738.369,"body":"for, for your kind of solution?"},{"speaker":"Tom Morgan","startTime":1738.369,"endTime":1738.419,"body":"Yeah."},{"speaker":"Richard Pinnington","startTime":1738.799,"endTime":1739.859,"body":"Yeah,"},{"speaker":"Richard Pinnington","startTime":1738.799,"endTime":1739.859,"body":"it's interesting, isn't it?"},{"speaker":"Richard Pinnington","startTime":1739.859,"endTime":1743.409,"body":"I always find this the concept"},{"speaker":"Richard Pinnington","startTime":1739.859,"endTime":1743.409,"body":"of the Amazon marketplace."},{"speaker":"Richard Pinnington","startTime":1743.969,"endTime":1744.679,"body":"Fantastic."},{"speaker":"Richard Pinnington","startTime":1744.679,"endTime":1746.819,"body":"And it's an incredible creation."},{"speaker":"Richard Pinnington","startTime":1746.839,"endTime":1751.929,"body":"This online catalog of thousands of"},{"speaker":"Richard Pinnington","startTime":1746.839,"endTime":1751.929,"body":"software vendors and encouragement"},{"speaker":"Richard Pinnington","startTime":1751.939,"endTime":1756.859,"body":"from AWS to kind of engage with"},{"speaker":"Richard Pinnington","startTime":1751.939,"endTime":1756.859,"body":"their marketplace for potentially"},{"speaker":"Richard Pinnington","startTime":1757.219,"endTime":1760.209,"body":"anything that an organization might"},{"speaker":"Richard Pinnington","startTime":1757.219,"endTime":1760.209,"body":"need to buy to support their I."},{"speaker":"Richard Pinnington","startTime":1760.239,"endTime":1760.409,"body":"T."},{"speaker":"Richard Pinnington","startTime":1760.409,"endTime":1760.629,"body":"World."},{"speaker":"Richard Pinnington","startTime":1761.009,"endTime":1762.469,"body":"It's a It's a super concept."},{"speaker":"Richard Pinnington","startTime":1762.709,"endTime":1764.699,"body":"We're an AWS."},{"speaker":"Richard Pinnington","startTime":1764.699,"endTime":1766.394,"body":"Our cloud is provider is AWS."},{"speaker":"Richard Pinnington","startTime":1766.744,"endTime":1770.114,"body":"We've built our application out in"},{"speaker":"Richard Pinnington","startTime":1766.744,"endTime":1770.114,"body":"AWS, and we've got an entry on the"},{"speaker":"Richard Pinnington","startTime":1770.314,"endTime":1774.464,"body":"AWS marketplace that the philosophy"},{"speaker":"Richard Pinnington","startTime":1770.314,"endTime":1774.464,"body":"of the marketplace is that you"},{"speaker":"Richard Pinnington","startTime":1774.484,"endTime":1778.664,"body":"could essentially click and buy"},{"speaker":"Richard Pinnington","startTime":1774.484,"endTime":1778.664,"body":"through through that environment"},{"speaker":"Richard Pinnington","startTime":1778.664,"endTime":1780.214,"body":"in what's called a public offer."},{"speaker":"Richard Pinnington","startTime":1780.514,"endTime":1781.484,"body":"So there's a price."},{"speaker":"Richard Pinnington","startTime":1781.504,"endTime":1783.064,"body":"There's a set of terms and conditions."},{"speaker":"Richard Pinnington","startTime":1783.444,"endTime":1785.164,"body":"Click the button and procure."},{"speaker":"Richard Pinnington","startTime":1785.494,"endTime":1787.664,"body":"Just as you suggested, we,"},{"speaker":"Richard Pinnington","startTime":1785.494,"endTime":1787.664,"body":"we don't do it like that."},{"speaker":"Richard Pinnington","startTime":1787.704,"endTime":1792.534,"body":"We, we kind of advertise publicly"},{"speaker":"Richard Pinnington","startTime":1787.704,"endTime":1792.534,"body":"and then customers tend to make"},{"speaker":"Richard Pinnington","startTime":1792.544,"endTime":1796.294,"body":"contact with us and, and engage us on"},{"speaker":"Richard Pinnington","startTime":1792.544,"endTime":1796.294,"body":"that particular custom requirement."},{"speaker":"Richard Pinnington","startTime":1796.514,"endTime":1799.854,"body":"But it's brilliant to be in the"},{"speaker":"Richard Pinnington","startTime":1796.514,"endTime":1799.854,"body":"marketplace so that we can be found"},{"speaker":"Richard Pinnington","startTime":1800.314,"endTime":1803.934,"body":"associated with, with workforce"},{"speaker":"Richard Pinnington","startTime":1800.314,"endTime":1803.934,"body":"management associated with CKAS"},{"speaker":"Richard Pinnington","startTime":1803.944,"endTime":1805.444,"body":"requirements like Amazon connect."},{"speaker":"Richard Pinnington","startTime":1805.764,"endTime":1807.314,"body":"And,  then the engagement starts."},{"speaker":"Richard Pinnington","startTime":1807.774,"endTime":1808.354,"body":"Does it"},{"speaker":"Alex Baker","startTime":1808.354,"endTime":1812.084,"body":"help you to, to sell"},{"speaker":"Alex Baker","startTime":1808.354,"endTime":1812.084,"body":"into a customer who might be."},{"speaker":"Alex Baker","startTime":1812.694,"endTime":1815.674,"body":"They're going with AWS, they're"},{"speaker":"Alex Baker","startTime":1812.694,"endTime":1815.674,"body":"going with Amazon Connect."},{"speaker":"Alex Baker","startTime":1816.174,"endTime":1819.524,"body":"Does it make it that bit easier for"},{"speaker":"Alex Baker","startTime":1816.174,"endTime":1819.524,"body":"them to say, yes, we'll take Collabrio"},{"speaker":"Alex Baker","startTime":1819.524,"endTime":1823.294,"body":"because we can kind of just stick"},{"speaker":"Alex Baker","startTime":1819.524,"endTime":1823.294,"body":"everything within the AWS bucket, we're"},{"speaker":"Alex Baker","startTime":1823.294,"endTime":1825.274,"body":"not kind of onboarding another vendor."},{"speaker":"Richard Pinnington","startTime":1825.754,"endTime":1826.844,"body":"Yeah, it's brilliant."},{"speaker":"Richard Pinnington","startTime":1826.844,"endTime":1831.204,"body":"I mean, for those that, that aren't"},{"speaker":"Richard Pinnington","startTime":1826.844,"endTime":1831.204,"body":"so familiar with the AWS marketplace,"},{"speaker":"Richard Pinnington","startTime":1831.204,"endTime":1836.574,"body":"it's essentially AWS Acting as the"},{"speaker":"Richard Pinnington","startTime":1831.204,"endTime":1836.574,"body":"contracting partner with it with a"},{"speaker":"Richard Pinnington","startTime":1836.574,"endTime":1841.064,"body":"customer and so a customer is able to"},{"speaker":"Richard Pinnington","startTime":1836.574,"endTime":1841.064,"body":"leverage their existing relationship with"},{"speaker":"Richard Pinnington","startTime":1841.064,"endTime":1846.054,"body":"AWS by services through the marketplace"},{"speaker":"Richard Pinnington","startTime":1841.064,"endTime":1846.054,"body":"and see those services consolidated"},{"speaker":"Richard Pinnington","startTime":1846.324,"endTime":1848.244,"body":"on an invoice from from Amazon."},{"speaker":"Richard Pinnington","startTime":1848.634,"endTime":1852.244,"body":"And then it's Amazon that's handling"},{"speaker":"Richard Pinnington","startTime":1848.634,"endTime":1852.244,"body":"handling the invoicing, handling the."},{"speaker":"Richard Pinnington","startTime":1852.464,"endTime":1855.824,"body":"the collections and the payments and"},{"speaker":"Richard Pinnington","startTime":1852.464,"endTime":1855.824,"body":"then dispersing the payments through"},{"speaker":"Richard Pinnington","startTime":1855.824,"endTime":1859.584,"body":"to the marketplace vendors like us"},{"speaker":"Richard Pinnington","startTime":1855.824,"endTime":1859.584,"body":"just works really, really nicely."},{"speaker":"Richard Pinnington","startTime":1860.084,"endTime":1861.984,"body":"The whole,  process is, is so slick."},{"speaker":"Richard Pinnington","startTime":1862.104,"endTime":1867.014,"body":"And then if, if you are all in, let's"},{"speaker":"Richard Pinnington","startTime":1862.104,"endTime":1867.014,"body":"say on AWS and often there are what's"},{"speaker":"Richard Pinnington","startTime":1867.014,"endTime":1870.734,"body":"called enterprise discount plans that's"},{"speaker":"Richard Pinnington","startTime":1867.014,"endTime":1870.734,"body":"associated with your overall spend"},{"speaker":"Richard Pinnington","startTime":1870.734,"endTime":1876.037,"body":"with AWS and Customers, they're often"},{"speaker":"Richard Pinnington","startTime":1870.734,"endTime":1876.037,"body":"looking at how they can transition more"},{"speaker":"Richard Pinnington","startTime":1876.037,"endTime":1882.697,"body":"services to AWS or how can we utilize the"},{"speaker":"Richard Pinnington","startTime":1876.037,"endTime":1882.697,"body":"marketplace to transition services to AWS"},{"speaker":"Richard Pinnington","startTime":1882.817,"endTime":1887.317,"body":"so that that contributes to the spending"},{"speaker":"Richard Pinnington","startTime":1882.817,"endTime":1887.317,"body":"plan, which then results in discounts."},{"speaker":"Richard Pinnington","startTime":1887.637,"endTime":1892.307,"body":"So, if you buy, Through the marketplace,"},{"speaker":"Richard Pinnington","startTime":1887.637,"endTime":1892.307,"body":"you get 50 percent of the value of that"},{"speaker":"Richard Pinnington","startTime":1892.307,"endTime":1895.067,"body":"spend attached to your discount plan."},{"speaker":"Richard Pinnington","startTime":1895.347,"endTime":1899.337,"body":"So it becomes, through a sales process,"},{"speaker":"Richard Pinnington","startTime":1895.347,"endTime":1899.337,"body":"it becomes like, you know, quite an"},{"speaker":"Richard Pinnington","startTime":1899.337,"endTime":1903.167,"body":"attractive thing to be able to talk about"},{"speaker":"Richard Pinnington","startTime":1899.337,"endTime":1903.167,"body":"and, and to offer as a differentiator"},{"speaker":"Richard Pinnington","startTime":1903.717,"endTime":1907.127,"body":"against potentially other vendors like"},{"speaker":"Richard Pinnington","startTime":1903.717,"endTime":1907.127,"body":"us who are not in the marketplace."},{"speaker":"Tom Morgan","startTime":1907.627,"endTime":1908.237,"body":"Yeah, definitely."},{"speaker":"Tom Morgan","startTime":1908.407,"endTime":1910.377,"body":"I can see that, especially"},{"speaker":"Tom Morgan","startTime":1908.407,"endTime":1910.377,"body":"for large organizations."},{"speaker":"Tom Morgan","startTime":1910.377,"endTime":1914.327,"body":"Like, it's just not having to onboard"},{"speaker":"Tom Morgan","startTime":1910.377,"endTime":1914.327,"body":"another vendor is immediately such a."},{"speaker":"Tom Morgan","startTime":1914.462,"endTime":1915.572,"body":"Such a value."},{"speaker":"Tom Morgan","startTime":1916.052,"endTime":1916.802,"body":"That's really cool."},{"speaker":"Tom Morgan","startTime":1917.132,"endTime":1920.222,"body":"We've managed to sort of, apart"},{"speaker":"Tom Morgan","startTime":1917.132,"endTime":1920.222,"body":"from a, a little bit earlier on"},{"speaker":"Tom Morgan","startTime":1920.222,"endTime":1923.462,"body":"we sort of skirted and haven't"},{"speaker":"Tom Morgan","startTime":1920.222,"endTime":1923.462,"body":"really talked very much about ai."},{"speaker":"Tom Morgan","startTime":1923.492,"endTime":1927.002,"body":"So I kind of wonder what Calabrio"},{"speaker":"Tom Morgan","startTime":1923.492,"endTime":1927.002,"body":"are doing in that space and if there"},{"speaker":"Tom Morgan","startTime":1927.242,"endTime":1929.702,"body":"anything you can share around what"},{"speaker":"Tom Morgan","startTime":1927.242,"endTime":1929.702,"body":"you, kind of, what you're doing with"},{"speaker":"Tom Morgan","startTime":1929.707,"endTime":1931.972,"body":"ai, anything you have done or kind of"},{"speaker":"Scott Budding","startTime":1931.972,"endTime":1932.992,"body":"planning or because"},{"speaker":"Richard Pinnington","startTime":1933.802,"endTime":1937.632,"body":"a real, a realisation"},{"speaker":"Richard Pinnington","startTime":1933.802,"endTime":1937.632,"body":"a real would lovely need to be"},{"speaker":"Scott Budding","startTime":1937.632,"endTime":1939.567,"body":"doing more a ai, I mean."},{"speaker":"Scott Budding","startTime":1939.977,"endTime":1944.157,"body":"Yeah, it's, it's, it's a huge,"},{"speaker":"Scott Budding","startTime":1939.977,"endTime":1944.157,"body":"it's, it's a huge focus area for us."},{"speaker":"Scott Budding","startTime":1944.157,"endTime":1944.387,"body":"Right."},{"speaker":"Scott Budding","startTime":1944.387,"endTime":1947.927,"body":"I mean, we've already done"},{"speaker":"Scott Budding","startTime":1944.387,"endTime":1947.927,"body":"lots is, is the answer."},{"speaker":"Scott Budding","startTime":1948.057,"endTime":1952.267,"body":"So if I think about from a, from a"},{"speaker":"Scott Budding","startTime":1948.057,"endTime":1952.267,"body":"workforce management point of view, you"},{"speaker":"Scott Budding","startTime":1952.267,"endTime":1955.367,"body":"know, we've introduced some capability"},{"speaker":"Scott Budding","startTime":1952.267,"endTime":1955.367,"body":"there in terms of forecasting."},{"speaker":"Scott Budding","startTime":1955.367,"endTime":1957.787,"body":"We have AI and automated  forecasting."},{"speaker":"Scott Budding","startTime":1958.267,"endTime":1960.707,"body":"So we can do some pretty cool"},{"speaker":"Scott Budding","startTime":1958.267,"endTime":1960.707,"body":"things now today in our WFM."},{"speaker":"Scott Budding","startTime":1960.737,"endTime":1965.197,"body":"We can remove anomalies in the"},{"speaker":"Scott Budding","startTime":1960.737,"endTime":1965.197,"body":"data using AI, which has always"},{"speaker":"Scott Budding","startTime":1965.197,"endTime":1966.637,"body":"been a real kind of manual task."},{"speaker":"Scott Budding","startTime":1966.647,"endTime":1968.667,"body":"Can we, we have things like"},{"speaker":"Scott Budding","startTime":1966.647,"endTime":1968.667,"body":"where we can pick best."},{"speaker":"Scott Budding","startTime":1969.112,"endTime":1972.922,"body":"You know, best pick forecasting"},{"speaker":"Scott Budding","startTime":1969.112,"endTime":1972.922,"body":"algorithms, forecasting models to, to"},{"speaker":"Scott Budding","startTime":1972.922,"endTime":1976.512,"body":"predict future demand based on what"},{"speaker":"Scott Budding","startTime":1972.922,"endTime":1976.512,"body":"we've seen with the historical volumes."},{"speaker":"Scott Budding","startTime":1976.972,"endTime":1981.682,"body":"We also have a fantastic piece of"},{"speaker":"Scott Budding","startTime":1976.972,"endTime":1981.682,"body":"AI actually in our, our agent portal"},{"speaker":"Scott Budding","startTime":1982.002,"endTime":1984.572,"body":"where, whereby his name is Grant."},{"speaker":"Scott Budding","startTime":1984.632,"endTime":1986.472,"body":"I think his surname is"},{"speaker":"Scott Budding","startTime":1984.632,"endTime":1986.472,"body":"Holiday, Grant Holiday."},{"speaker":"Scott Budding","startTime":1987.972,"endTime":1988.602,"body":"There we go."},{"speaker":"Scott Budding","startTime":1988.652,"endTime":1990.142,"body":"And It feels like there"},{"speaker":"Scott Budding","startTime":1988.652,"endTime":1990.142,"body":"should be another sound for"},{"speaker":"Tom Morgan","startTime":1990.142,"endTime":1991.882,"body":"one, for jokes"},{"speaker":"Tom Morgan","startTime":1990.142,"endTime":1991.882,"body":"that are just terrible."},{"speaker":"Scott Budding","startTime":1992.202,"endTime":1993.282,"body":"Yeah,"},{"speaker":"Scott Budding","startTime":1992.202,"endTime":1993.282,"body":"they're just terrible."},{"speaker":"Scott Budding","startTime":1993.282,"endTime":1993.712,"body":"Yeah."},{"speaker":"Scott Budding","startTime":1993.712,"endTime":1994.172,"body":"Yeah."},{"speaker":"Scott Budding","startTime":1994.272,"endTime":1996.152,"body":"But yeah, you know,"},{"speaker":"Scott Budding","startTime":1994.272,"endTime":1996.152,"body":"Grant, Grant is terrific."},{"speaker":"Scott Budding","startTime":1996.172,"endTime":2000.092,"body":"So Grant is somebody that the agents"},{"speaker":"Scott Budding","startTime":1996.172,"endTime":2000.092,"body":"can interact with on mobile device."},{"speaker":"Scott Budding","startTime":2000.332,"endTime":2003.592,"body":"So we have an app that's available"},{"speaker":"Scott Budding","startTime":2000.332,"endTime":2003.592,"body":"on the Android and Apple store."},{"speaker":"Scott Budding","startTime":2003.652,"endTime":2007.582,"body":"They can also use the desktop version,"},{"speaker":"Scott Budding","startTime":2003.652,"endTime":2007.582,"body":"but when you click on Grant, Grant"},{"speaker":"Scott Budding","startTime":2007.582,"endTime":2009.942,"body":"will make you aware of opportunities."},{"speaker":"Scott Budding","startTime":2010.477,"endTime":2014.357,"body":"For today and tomorrow, whereby"},{"speaker":"Scott Budding","startTime":2010.477,"endTime":2014.357,"body":"you could perhaps add additional"},{"speaker":"Scott Budding","startTime":2014.357,"endTime":2017.757,"body":"time to your schedule, maybe as"},{"speaker":"Scott Budding","startTime":2014.357,"endTime":2017.757,"body":"overtime, or perhaps even there's"},{"speaker":"Scott Budding","startTime":2017.757,"endTime":2021.977,"body":"the opportunity to start your shift"},{"speaker":"Scott Budding","startTime":2017.757,"endTime":2021.977,"body":"later tomorrow or go home early today."},{"speaker":"Scott Budding","startTime":2022.287,"endTime":2026.677,"body":"So Grant is a bot that lives"},{"speaker":"Scott Budding","startTime":2022.287,"endTime":2026.677,"body":"within the Agile portal,"},{"speaker":"Scott Budding","startTime":2026.687,"endTime":2028.567,"body":"which we refer to as my time."},{"speaker":"Scott Budding","startTime":2029.067,"endTime":2031.987,"body":"So we're already seeing some things,"},{"speaker":"Scott Budding","startTime":2029.067,"endTime":2031.987,"body":"certainly from a WFM point of view"},{"speaker":"Scott Budding","startTime":2032.437,"endTime":2037.547,"body":"within  our solution today we've also"},{"speaker":"Scott Budding","startTime":2032.437,"endTime":2037.547,"body":"then got some really interesting AI in"},{"speaker":"Scott Budding","startTime":2037.547,"endTime":2039.827,"body":"the WFM in terms of intraday management."},{"speaker":"Scott Budding","startTime":2039.837,"endTime":2042.457,"body":"So we have re forecasting capabilities."},{"speaker":"Scott Budding","startTime":2042.507,"endTime":2046.137,"body":"So I guess using the element of kind"},{"speaker":"Scott Budding","startTime":2042.507,"endTime":2046.137,"body":"of machine learning, understanding"},{"speaker":"Scott Budding","startTime":2046.167,"endTime":2049.317,"body":"the volumes, what's happening today,"},{"speaker":"Scott Budding","startTime":2046.167,"endTime":2049.317,"body":"you know, based on what we've seen so"},{"speaker":"Scott Budding","startTime":2049.317,"endTime":2052.497,"body":"far, this is actually how many agents"},{"speaker":"Scott Budding","startTime":2049.317,"endTime":2052.497,"body":"you need for the rest of the day."},{"speaker":"Scott Budding","startTime":2052.837,"endTime":2055.517,"body":"It's not, it doesn't have to just"},{"speaker":"Scott Budding","startTime":2052.837,"endTime":2055.517,"body":"be based on your initial forecast."},{"speaker":"Scott Budding","startTime":2055.517,"endTime":2058.727,"body":"You could put those numbers into"},{"speaker":"Scott Budding","startTime":2055.517,"endTime":2058.727,"body":"your production forecast and"},{"speaker":"Scott Budding","startTime":2058.727,"endTime":2060.117,"body":"adjust your plans accordingly."},{"speaker":"Scott Budding","startTime":2060.752,"endTime":2064.462,"body":"Yeah, if we think about other, other"},{"speaker":"Scott Budding","startTime":2060.752,"endTime":2064.462,"body":"parts of our, our solution, you know,"},{"speaker":"Scott Budding","startTime":2064.462,"endTime":2069.072,"body":"with things like our analytics that"},{"speaker":"Scott Budding","startTime":2064.462,"endTime":2069.072,"body":"there's certainly a lot there, predictive"},{"speaker":"Scott Budding","startTime":2069.152,"endTime":2073.822,"body":"evaluation scores so after a number of"},{"speaker":"Scott Budding","startTime":2069.152,"endTime":2073.822,"body":"manual evaluations are carried out in"},{"speaker":"Scott Budding","startTime":2073.822,"endTime":2077.652,"body":"Calabrio, actually, it uses an element"},{"speaker":"Scott Budding","startTime":2073.822,"endTime":2077.652,"body":"of AI and machine learning to actually"},{"speaker":"Scott Budding","startTime":2077.802,"endTime":2079.862,"body":"be able to predict an evaluation score."},{"speaker":"Scott Budding","startTime":2080.052,"endTime":2084.572,"body":"Across a hundred percent of those"},{"speaker":"Scott Budding","startTime":2080.052,"endTime":2084.572,"body":"interactions within Calabria and"},{"speaker":"Scott Budding","startTime":2084.572,"endTime":2088.452,"body":"the you know, for me, I think the,"},{"speaker":"Scott Budding","startTime":2084.572,"endTime":2088.452,"body":"the other big call out from a, from"},{"speaker":"Scott Budding","startTime":2088.452,"endTime":2093.082,"body":"an analytics point of view is, is"},{"speaker":"Scott Budding","startTime":2088.452,"endTime":2093.082,"body":"the predictive NPS scores as well."},{"speaker":"Scott Budding","startTime":2093.172,"endTime":2097.702,"body":"So we actually look to bring in NPS scores"},{"speaker":"Scott Budding","startTime":2093.172,"endTime":2097.702,"body":"so we can bring those into the platform"},{"speaker":"Scott Budding","startTime":2097.732,"endTime":2102.072,"body":"and you will get a predictive NPS score"},{"speaker":"Scott Budding","startTime":2097.732,"endTime":2102.072,"body":"again, across all of your interactions."},{"speaker":"Scott Budding","startTime":2102.572,"endTime":2105.307,"body":"And That there was, there was one"},{"speaker":"Scott Budding","startTime":2102.572,"endTime":2105.307,"body":"other thing I wanted to actually"},{"speaker":"Scott Budding","startTime":2105.307,"endTime":2106.987,"body":"mention with the analytics."},{"speaker":"Scott Budding","startTime":2106.987,"endTime":2110.627,"body":"And that is a, is a real fascinating"},{"speaker":"Scott Budding","startTime":2106.987,"endTime":2110.627,"body":"improvement that we made towards the end"},{"speaker":"Scott Budding","startTime":2110.847,"endTime":2115.707,"body":"of last year, whereby with our analytics,"},{"speaker":"Scott Budding","startTime":2110.847,"endTime":2115.707,"body":"you said we, we create categories."},{"speaker":"Scott Budding","startTime":2115.817,"endTime":2119.117,"body":"So we, we, you think about all the key"},{"speaker":"Scott Budding","startTime":2115.817,"endTime":2119.117,"body":"words and phrases that you're looking to,"},{"speaker":"Scott Budding","startTime":2119.177,"endTime":2123.077,"body":"to, you know, establish how often they're"},{"speaker":"Scott Budding","startTime":2119.177,"endTime":2123.077,"body":"being said within your interactions."},{"speaker":"Scott Budding","startTime":2123.647,"endTime":2124.187,"body":"So you have this."},{"speaker":"Scott Budding","startTime":2124.712,"endTime":2125.132,"body":"category."},{"speaker":"Scott Budding","startTime":2125.242,"endTime":2126.972,"body":"You know, let's call it"},{"speaker":"Scott Budding","startTime":2125.242,"endTime":2126.972,"body":"a customer effort, right?"},{"speaker":"Scott Budding","startTime":2126.972,"endTime":2128.962,"body":"And there's loads of different"},{"speaker":"Scott Budding","startTime":2126.972,"endTime":2128.962,"body":"words and phrases, which would"},{"speaker":"Scott Budding","startTime":2128.962,"endTime":2130.652,"body":"suggest high customer effort."},{"speaker":"Scott Budding","startTime":2131.262,"endTime":2136.472,"body":"But actually what we have is some AI"},{"speaker":"Scott Budding","startTime":2131.262,"endTime":2136.472,"body":"that will tell you suggested phrases"},{"speaker":"Scott Budding","startTime":2136.952,"endTime":2138.852,"body":"that will tell you key words and phrases."},{"speaker":"Scott Budding","startTime":2139.352,"endTime":2141.752,"body":"That you should be thinking"},{"speaker":"Scott Budding","startTime":2139.352,"endTime":2141.752,"body":"about adding to your category."},{"speaker":"Scott Budding","startTime":2142.282,"endTime":2143.112,"body":"That's really important."},{"speaker":"Scott Budding","startTime":2143.112,"endTime":2144.462,"body":"And why is that really important?"},{"speaker":"Scott Budding","startTime":2144.502,"endTime":2148.692,"body":"Well, because analytics is really"},{"speaker":"Scott Budding","startTime":2144.502,"endTime":2148.692,"body":"about understanding it so that you"},{"speaker":"Scott Budding","startTime":2148.722,"endTime":2152.312,"body":"can start to know, you know, the"},{"speaker":"Scott Budding","startTime":2148.722,"endTime":2152.312,"body":"things, there are certain things, you"},{"speaker":"Scott Budding","startTime":2152.322,"endTime":2155.122,"body":"know, that you don't know, but it's,"},{"speaker":"Scott Budding","startTime":2152.322,"endTime":2155.122,"body":"you don't know what you don't know."},{"speaker":"Scott Budding","startTime":2155.562,"endTime":2157.972,"body":"I've been able to have that analytics"},{"speaker":"Scott Budding","startTime":2155.562,"endTime":2157.972,"body":"you know, look at across a hundred"},{"speaker":"Scott Budding","startTime":2157.972,"endTime":2159.062,"body":"percent of your interactions."},{"speaker":"Scott Budding","startTime":2159.302,"endTime":2162.142,"body":"You want to truly be able to"},{"speaker":"Scott Budding","startTime":2159.302,"endTime":2162.142,"body":"quantify how much something is"},{"speaker":"Scott Budding","startTime":2162.162,"endTime":2163.532,"body":"going on within your organization."},{"speaker":"Scott Budding","startTime":2163.832,"endTime":2165.892,"body":"If those categories aren't"},{"speaker":"Scott Budding","startTime":2163.832,"endTime":2165.892,"body":"well constructed, if you're"},{"speaker":"Scott Budding","startTime":2165.902,"endTime":2167.052,"body":"missing keywords and phrases."},{"speaker":"Scott Budding","startTime":2167.552,"endTime":2169.652,"body":"You're actually missing"},{"speaker":"Scott Budding","startTime":2167.552,"endTime":2169.652,"body":"out on the true picture."},{"speaker":"Scott Budding","startTime":2170.182,"endTime":2174.292,"body":"So that AI that actually gives you those"},{"speaker":"Scott Budding","startTime":2170.182,"endTime":2174.292,"body":"suggestive phrases that make sure you"},{"speaker":"Scott Budding","startTime":2174.292,"endTime":2177.742,"body":"have really well built, constructed"},{"speaker":"Scott Budding","startTime":2174.292,"endTime":2177.742,"body":"categories is super important."},{"speaker":"Scott Budding","startTime":2178.322,"endTime":2179.842,"body":"I mean, there's just a couple of examples."},{"speaker":"Scott Budding","startTime":2179.882,"endTime":2182.522,"body":"I know we're a little bit short of time,"},{"speaker":"Scott Budding","startTime":2179.882,"endTime":2182.522,"body":"but there's, there's lots already being"},{"speaker":"Scott Budding","startTime":2182.522,"endTime":2184.422,"body":"done across the suite in terms of AI."},{"speaker":"Scott Budding","startTime":2185.012,"endTime":2186.672,"body":"And we've certainly got a lot more coming."},{"speaker":"Scott Budding","startTime":2186.672,"endTime":2187.712,"body":"So it's really exciting time."},{"speaker":"Tom Morgan","startTime":2188.377,"endTime":2189.027,"body":"Fantastic."},{"speaker":"Tom Morgan","startTime":2189.157,"endTime":2189.587,"body":"Excellent."},{"speaker":"Alex Baker","startTime":2189.597,"endTime":2191.487,"body":"It sounds like some"},{"speaker":"Alex Baker","startTime":2189.597,"endTime":2191.487,"body":"really good stuff going on."},{"speaker":"Alex Baker","startTime":2191.737,"endTime":2192.777,"body":"That sounds really good."},{"speaker":"Alex Baker","startTime":2193.087,"endTime":2195.677,"body":"And also the, you know, the"},{"speaker":"Alex Baker","startTime":2193.087,"endTime":2195.677,"body":"being able to sort of track the"},{"speaker":"Alex Baker","startTime":2195.677,"endTime":2197.347,"body":"efficiency of, of bots as well."},{"speaker":"Alex Baker","startTime":2197.347,"endTime":2199.547,"body":"That sounds like a great"},{"speaker":"Alex Baker","startTime":2197.347,"endTime":2199.547,"body":"addition to the suite."},{"speaker":"Alex Baker","startTime":2199.807,"endTime":2201.167,"body":"So yeah, some exciting stuff."},{"speaker":"Alex Baker","startTime":2201.767,"endTime":2202.307,"body":"Absolutely."},{"speaker":"Tom Morgan","startTime":2202.327,"endTime":2204.877,"body":"And yeah, as you can"},{"speaker":"Tom Morgan","startTime":2202.327,"endTime":2204.877,"body":"tell, we could carry on talking all"},{"speaker":"Tom Morgan","startTime":2204.877,"endTime":2207.527,"body":"day, I think, but I'm going to, I'm"},{"speaker":"Tom Morgan","startTime":2204.877,"endTime":2207.527,"body":"going to bring this episode to an end."},{"speaker":"Tom Morgan","startTime":2207.537,"endTime":2208.107,"body":"So thank you."},{"speaker":"Tom Morgan","startTime":2208.587,"endTime":2212.087,"body":"So much Scott and Rich"},{"speaker":"Tom Morgan","startTime":2208.587,"endTime":2212.087,"body":"for explaining WFM, WFO."},{"speaker":"Tom Morgan","startTime":2212.137,"endTime":2214.557,"body":"And now I also know WEM as well."},{"speaker":"Tom Morgan","startTime":2214.967,"endTime":2215.687,"body":"So yeah."},{"speaker":"Tom Morgan","startTime":2215.727,"endTime":2217.147,"body":"So thanks very much, Alex, as well."},{"speaker":"Tom Morgan","startTime":2217.207,"endTime":2219.387,"body":"And thank you all for listening today."},{"speaker":"Tom Morgan","startTime":2219.387,"endTime":2224.057,"body":"Today we discussed workforce"},{"speaker":"Tom Morgan","startTime":2219.387,"endTime":2224.057,"body":"optimization, workforce management"},{"speaker":"Tom Morgan","startTime":2224.087,"endTime":2225.697,"body":"with Scott Budding and Rich Pennington."},{"speaker":"Tom Morgan","startTime":2225.797,"endTime":2230.557,"body":"Next week on ACP, we're talking"},{"speaker":"Tom Morgan","startTime":2225.797,"endTime":2230.557,"body":"with two fantastic delivery leads"},{"speaker":"Tom Morgan","startTime":2230.587,"endTime":2233.677,"body":"about successful project management"},{"speaker":"Tom Morgan","startTime":2230.587,"endTime":2233.677,"body":"of your Amazon Connect project."},{"speaker":"Tom Morgan","startTime":2234.067,"endTime":2236.487,"body":"So be sure to subscribe in"},{"speaker":"Tom Morgan","startTime":2234.067,"endTime":2236.487,"body":"your favorite podcast player."},{"speaker":"Tom Morgan","startTime":2236.557,"endTime":2237.607,"body":"That way you won't miss it."},{"speaker":"Tom Morgan","startTime":2238.207,"endTime":2240.767,"body":"Whilst you're there, we'd love it"},{"speaker":"Tom Morgan","startTime":2238.207,"endTime":2240.767,"body":"if you would rate and review us."},{"speaker":"Tom Morgan","startTime":2240.907,"endTime":2243.987,"body":"And as a new podcast, if you have"},{"speaker":"Tom Morgan","startTime":2240.907,"endTime":2243.987,"body":"colleagues that you think would benefit"},{"speaker":"Tom Morgan","startTime":2243.987,"endTime":2245.617,"body":"from this content, please let them know."},{"speaker":"Tom Morgan","startTime":2246.297,"endTime":2249.187,"body":"To find out more about how Cloud"},{"speaker":"Tom Morgan","startTime":2246.297,"endTime":2249.187,"body":"Interact can help you on your contact"},{"speaker":"Tom Morgan","startTime":2249.187,"endTime":2250.537,"body":"center journey, visit cloudinteract."},{"speaker":"Tom Morgan","startTime":2250.537,"endTime":2251.927,"body":"io."},{"speaker":"Tom Morgan","startTime":2252.397,"endTime":2255.777,"body":"We're wrapping this call up now and"},{"speaker":"Tom Morgan","startTime":2252.397,"endTime":2255.777,"body":"we'll connect with you next time."}]}