You guys have Actually Changed the Conversation

[badsha0025]

So Wade, I think this is interesting because I think clients, when I was talking to them about this, because there’s nobody, there’s no playbook, right? It’s not like, to your point, voice or chat that’s been around for years. And everybody, I think they were kind of dabbling in different things. I even had one customer that was like, “Well, I’m going to integrate Zoom into my experience.” And automatically, I was thinking about, as you said, the customer showing their face and does a customer want to show their face in this kind of interaction? And then the agent. There’s actually pushback from the agents going, “I don’t want to show my face to that, look, I mean, I –


Right. Right. Or yeah, exactly. “I want to show my expressions of frustration, like pull my hair out or something like that.” So it’s interesting. I’m almost thinking about it like, maybe I, am I thinking about this the right way brazil phone data where I’m on my phone and I’m just showing what I’m seeing, not myself and I’m not necessarily seeing the other person?

Wade Radcliffe: (06:00)

Exactly. So you’re seeing what you’re seeing and the agent is seeing what you’re seeing as well, and now they can draw on your screen and kind of guide you around resolving an issue.

Gabe Larsen: (06:11)

Got it. So do you not recommend that, I gotta, do you not recommend the kind of the face-to-face or is there a time and place where someone who would actually show their face from a customer view and the agent would show their face or is that, to Vikas’s point, nobody wants to do that actually?