Latest / The Tech Matchmaker / Why Top Contact Centers Choose Mosaicx | The Tech Matchmaker Podcast w/ Brian Bremer & David Araiza
Transcript
- Gina Gibson: Welcome to the Tech Matchmaker, the show where contact center challenges meet their perfect tech match. I'm your host, Gina Gibson, and in just 15 minutes, we serve up the smartest, coolest innovation shaking up the contact center industry. Whether you're searching for your next solution or just love staying ahead of the curve, we've got the insights to keep you in the know. Let's dive in and discover what's next. I promise you it's going to be fun. Thanks for hanging out with us on the Tech Matchmaker. I hope today's spotlight sparked some fresh ideas and real solutions for your contact center. Want to dive deeper into the tech we featured? Hit up the show notes for all the links and extras and be sure to subscribe so you never miss an episode. And if there's a challenge you want us to tackle, don't be shy, reach out. I'll catch you soon with more innovation, more use cases and more ways to keep your business moving forward. Hi everybody, today we are chatting with Brian Bremmer, the Senior Solutions Sales Executive and David Ariza, the VP of Commercial Accounts for Mosaics. gentlemen, I such an honor to have you both here with me. ⁓ Yes, and this is our second podcast together and I've had the pleasure now of knowing you guys for over a year. I think it's been a year, right? Brian Bremer: Hi, Gina. David Araiza: Good to see you again. Thanks for having us. Gina Gibson: Stay curious, stay bold, and keep exploring what's next. And I know you're two of the best in the industry that I respect very much. So I'm very happy to have you here. And I also know you're both very wonderfully doting fathers, maybe you want to spend a little bit of time telling us a little bit about yourselves and we'll from there. Brian Bremer: David, you go first. David Araiza: Sure, Brian, can. Sure, thanks, Gina. Yeah, ⁓ live Charlotte, North Carolina. Sort of bounced around between Texas and Chicago as a kid, so I like to say that I'm a very proud Texan whose teams all reside in Chicago. That's ⁓ a good Yeah, two beautiful young ⁓ daughters who in everything from swimming to tennis. Gina Gibson: You David Araiza: Currently the only activity during the summer is piano. So we're laying low this summer and letting them rest up, get ready for second third grade. ⁓ So enjoying some time having them home over the summer and they've been pretty good so far. I haven't kicked them out of the house yet. Gina Gibson: That's excellent. how about you, Brian? Brian Bremer: Bremmer, I also have two daughters. One's going into high school. I'm feeling old these days. ⁓ The one is going into middle school, also still making me feel old. Been with the company 14 years. Longstanding in this business. Weirdly enough, one of first jobs was a call center and I just could never seem to get out of it. So here we are, many, many, many decades later. nice to keep in the business. Gina Gibson: Absolutely. I feel like the contact center industry is one of those that once you're in, it's like Velcro. It's really difficult. Who wants to give me the overview of Mosaics and what you guys do? Brian Bremer: It's a great way of putting it, yes. Velcro. David Araiza: Sure, do that, Gina. So we ⁓ a full service conversational AI provider or full service ⁓ CX provider. And what that means to people there listening is that we help customers and new customers automate ⁓ as actions possible in their voice, digital. platforms then we help with the data and ensuring that things are going well smoothly and we iterate upon it. And I think that the big takeaway from that quick 15 second elevator pitch is ⁓ full part. We don't set people up with an IVA and say, see later, enjoy it, have fun. We work with partners to set things up. We work through their needs and 24 month roadmap to make sure that we're ready for everything coming up. Then month over month, quarter over quarter, we take a look at how things are going and we constantly improve and work with. our customers, even if their needs change from day one. So it's full service from the beginning to the end. have support teams, sales teams, technology teams, scientists engaged every step of the way to ensure that they are getting the most out of the ROI. And we're them the entire time. So that's, think a big thing to take away from us is that we're with you every step of the way. We don't just set it and be on way. Gina Gibson: Excellent. And now I know one of the differentiators for you in the market right now that we chatted a little bit before, but that I think is addressing one of the biggest questions is like, where do we start with AI? And I'm super excited about your insights 360 product. And Brian, can you dive a little bit deeper into that and tell our audience what exactly it is and how it can help them? Brian Bremer: Yeah, so Insights 360, I gotta admit, at one point was used to ensure that government secrets were staying secrets. It was a software that a company made to track voice phone calls across the network. someone much smarter than me said, man, this could be really used for customer experience and let's go buy it. So bought it away from the company. And today it can sit, patents on this thing that are unique to the market where it can sit basically at the telco layer instead of, and most call recording solutions sit in your network, you know, from answer to hang up. This because it's on telco layer and it's recording both the call center and the caller channel, I get channels of voice from end to end. And so, The solution is used to record your calls, where there are maybe improvements for self-service options. Maybe are processes that seem slow or inefficient. A lot of folks that have used it kind of say it's, it's really like taking a flashlight into a dark room. and opening your eyes on things that you can't see on your own. You can't see in your reporting, you can't see with the variety of things and tools, and you don't have to map a bunch of calls together because it's all in one place. brings things light. And then our staff, back to David's point, it is on like great technology, but we have a lot of human beings still very much the loop on this. And looking at these with you to bring insights to you to bring. you know, aha moments to you, things like that. And I'm probably ahead of the call, but some of the successes we've seen have been stuff that, you know, most of us that have lived in IVR land and voice call land for a long time, just take for granted, right? We see a report that says call one made it from start to finish. ⁓ Call two made from start to transfer to finish. Well, you start, go, okay, well that means my deflection's good or my containment rate's good or my IVR's handling things. And then you listen to the call or we look at the analytics in depth and we see maybe the call quality wasn't great because the agent's sitting at home and their internet's not high as ⁓ pieces or it went to the wrong place. ⁓ you don't have the ability to see that transfers went to the wrong place. And so that's the stuff that we really are getting excited about and bring to the table. Gina Gibson: when you do recommend using insights 360 like before a company is looking to go into AI or when's the right time or is there. Brian Bremer: Yeah, great question. Both. So we'll use it to your earlier question about how do you get on the AI life cycle? Where are you in the world of things? Well. When David and I go out in the world and we try to talk to folks about IVA and virtual agents in the voice space, we a good idea of why your callers are calling, but it'd be good to hear it directly from their lips. So can put this tool on top of before an RFP. you have to go build a business case for your you know, everyone to give you money to go do the next thing But with the of always improving it's really good to start doing it after change as well, right? So whether you buy it from us or anybody else Make sure that what you're trying to get out of that business case first is now used afterwards and then you can also say look All right. There's maybe four or five things that this Virtual agent or this call process or these human beings are doing really well But maybe we can add AI to do some agent like maybe we can give the the business case for agent knowledge base or maybe generative AI can now start to be sprinkled into spots where the people like you and me talk to these IVRs and they still don't understand it. Like maybe we can start using generative pieces. And so it does help you build that roadmap. some of our earliest customers really used it for before and after projects. So here's what it was like before and then here's what it was like after and did they get the result that they were trying to do. Gina Gibson: Excellent. What are some of your other differentiators within the product? Brian Bremer: Yeah, so like I said, there's a whole bunch of great IP and patents that I don't even know. I'm there like there's so many in there I can't even relate to half of them. We some very smart folks that did this. I think the biggest piece is that we're, we still. Yes, you can absolutely self-serve yourself. you want to give this to an analytics team or an analyst team and let them do their slicing and dicing on their own, they But it's based and it's not built for QA. Like it's not grading It's not grading pieces of it. It's really giving you the full end-to-end exposure into the call, which is really rare. Because lot of times if you start in a, you you dial 1-800-COMPANY, you end up in an IVR, the IVR then starts starts recording, I can see all the telco above that. And then you start to get into the agent business and then if the agent has to transfer to some cell phone down the street for a manager, we have that length of the call too. I David, what else do you think? David Araiza: Yeah, look, I think... There may be two things for you, Gina. the biggest differentiators that we just have the full breadth of the entire call, right? ⁓ one else is doing that. Some people have ⁓ insights on the IVA. Some people have the insights on the contact center, but they don't have them all in the one place or they have to buy a third party thing that pulls them in and now they're managing a whole nother thing, right? And so our takes ⁓ all the interactions the start of the call. Gina Gibson: Okay. David Araiza: in the IVA to transfer to an agent or the agent transfers it to another agent. if there's a post call survey, it's all one place back to our first differentiator, which Brian just touched on. you have the experts bringing you the recommendations and saying, hey, this is transferring to this number. And we're seeing that for some reason, once we transfer this number, it's on hold longer than whenever we transfer to this other number. Let's dive into that. actually, it's just not going directly to the right place. And so your customers are holding for a long time. So great great analytics backed by experts that bring you the recommendations. go ahead Brian Bremer: Some of the best, entertaining things we've found have been when people think they're not being listened to, they're on hold or they're in queue, they're talking to their or their kids behind the scenes, you get to hear competitive analysis things. un... Gina Gibson: Yeah. Brian Bremer: know unrestricted view into what the customer's thinking in that space. Sorry David, it didn't mean to interrupt you. Gina Gibson: Yeah. David Araiza: Oh, look, the other where I was going with that is that the application just does a really good job of bringing information that you don't normally see. That was the flashlight darkroom analogy. And then you asked a question about, does it make sense to do it before or after? And really, we have two customers. We have a few different kinds, but really, you can summarize it. Gina Gibson: . David Araiza: to two different kinds of customers. Customers that have a 100 person technology team and are managing their own IVA but are having trouble with the insights. So we unleash the Insights360 tool, provide insights and recommendations and then they do their own thing. They don't use our IVA, which is fine. Then we have the other customer who's been with us for 12 years and they love us, they love our IVA, and they've hit like 60 % containment. They're like, we want a little bit more, we want more ROI. And so we do an Insights 360 engagement, find another 10, 15 % containment, let it roll for 12 months, and then do another one. And they're like, all right. this is great, now let's just iterate off of that. And so I think you could summarize it to the two different kinds of customers that leverage the Insights 360 tool. Gina Gibson: And then let me ask a question. So would it be applicable if a customer is on a platform A and they're getting ready to maybe transition to platform B and, know, maybe platform A is a little outdated or whatever the case may be. And mean, when you transfer to a different platform, you have to do a redesign basically, right? You don't want to do a lift and shift. Is it good time to bring in ⁓ Insights 360 to say, ⁓ that's the perfect time? David Araiza: Yeah. That's the perfect time, And you think, you know that you need to move to something else because... Couple different reasons, maybe the support's not there, maybe the solution isn't being developed the way you want, whatever the case may be. That's sort of how we use it. We're not moving to different solutions, but after a while, you get to the point where you need to do things differently. And so we do an Insights 360 tool. In this case, in your scenario, someone who wants to move to a new tool, let's get a baseline. Let's understand where you are, what needs to be fixed. And essentially we're handing you a roadmap. This is where you are. This is what you need to fix. And so then whenever you enable or roll out the new tool, you already have where to start. And then maybe if you need to iterate after that, what comes after that, the initial rollout. Yeah, that's a perfect scenario, Gina. Gina Gibson: Excellent. Yeah, okay, perfect. And I was also thinking too, like one of the differentiators you guys both mentioned, and that proactive reach out to the customer, right? Like so situations that I find my customers in, you know, if they are ending up to change to a different platform or whatever, that's when current provider will come and say, ⁓ well, we can do a ⁓ consulting or can take a look at what you should be doing. And I think it's... It's definitely different than what I see in the market that you guys are proactively doing that with your customers. So that is for sure a differentiator for us. I know, Brian, started on a quick success story there, but David, is there another success story that you'd like to share with your customers, any of your customers? It doesn't have to be on 360. It could be, you know, with using Engage or Outreach or any of your product suite. David Araiza: Sure, so in my role, I get to work with our strategic current accounts, which is really exciting because that's kind of where I came up here at Mosaics is working with our most valued customers. And we had a bank. who rolled out our NGASE or solution for their, I don't wanna say generic, but their general customer service number. And it worked really well. It was, I think, at like ⁓ a 65 % containment, which is really good for the finance industry. And then said, we need to put this in front of all of our local branches, because it's really taking things like, what's my balance? What's my routing that you could get from their IVA that our IVA was providing and so they've rolled it out in front of like 80 % of their national branches they've seen their like customer experience just improve their agents are happier because they have taken some of the easier to a solution ⁓ easier off their hands and letting them the more nuanced conversations and so So their customer experience have gone up, their employee experience is improved, they've had employee increase. It's just really helped all the way around. That's one of my favorite ones. Gina Gibson: Excellent. how do you guys with AI everywhere and now the conferences that we go to and see it's every other booth or if not every booth, how do ensure that you guys stay innovative and ahead of the industry trends? Brian Bremer: It's funny you said it because I, because of the fact we're full service, the main competition that David and I often run into is build it yourself. Build it yourself. And I will give massive of startup and Google and everybody else that's out there building these amazing tools credit because they have done a good job of thinking of how you and I. ⁓ knucklehead sales guy how I can go build some of this stuff right so we tend to talk often and especially when I talk to new new people that I've never met before I go you know it's it's a it's a rocket ship right now and companies are hanging on with their fingernails just to survive this piece luckily for we're a long-standing business we've got a big ⁓ forward-thinking product and because we're with every step of the way and we've been doing it for as long as we have We have a way to take the past and make sure that what we're setting ourselves up for the future is in everyone's roadmap. We know how to do these things. And luckily for David and I, we've got a well-funded organization and good lawyers who can write them into the right contracts. And we get the benefit of being a part of a group that, luckily for us, the startups are really pushing the envelope. And I think that... breeds more and more creativity, that breeds more and more in this space, which is benefits everybody, because we're all going to continue to push the way forward. because the customers we have, David even set a bank, and we've got lots of healthcare companies, security first, privacy first, legal documents first, and then making sure that we're keeping our eye to what's coming and making sure we're funding the right places. Gina Gibson: Perfect, and you've mentioned banking, healthcare, is there any vertical that you can't work in? Like I'm guessing it's applicable across, as long as there's a call and tax center, you're it. Brian Bremer: I would say the one challenge we have is a lot of B2B companies. solutions we tend to bring are great for B2C. Big volumes, big You start us to read emails and try to conform to what next best email is. ⁓ It's not our We tend to live in the voice digital and phone space than anything. Gina Gibson: there any ways that customers have surprised you in how they've used their their product like when you go back in and you're like Wow, I we didn't even think of that and now ⁓ we can think of that and as a way to use has that ever Happened for you guys Brian Bremer: you David Araiza: good one. And it was all of a partnership and they've been on our podcasts of vibrant emotional health. You'll see them out there. They are the stewards of the 988 National Suicide Prevention Lifeline. They came to us at some point and said, the FCC and SAMHSA want us to improve the way we route help seekers interactions. Can we do geo location? And I said, Nope. We can't. they're like, okay, let's talk about it. What if there was a mandate that came from the government that said that you needed to do this? Like, okay, that's a different question. And yeah, enough, ⁓ the mandates down and we've worked them and with, actually, it was pleasantly surprised. We worked with the big three. phone carriers and they came to the table and partnered with us and we launched Geolocation, I believe it was July of last year ⁓ so it's something that we weren't doing, we didn't think we were gonna do but it's such a great partnership and that's what I love in role is developing partnerships with our current customers so that when our customers go to a CCW or a big convention and they see a start of doing this amazing thing, they don't think, I'm gonna go use them. They come to us and say, hey, I saw this out there on the floor. Any way we could partner together and develop this, it's win-win for everyone, We develop our solution to include this new thing that our customer wants, and now our solution is more robust because we've added this amazing feature. Gina Gibson: And speaks volumes to the emphasis he placed on partnerships, right? opposed. Yeah, that's fantastic. So of something like view caching, what is next for you guys on the product road back? Is there any exciting developments or anything you want to share that you guys are releasing soon? Brian Bremer: Yeah, we have released Engage 2.0. There's a news release came out in Vegas. It's really kind of our next iteration of our Engage and IVA platform. As much as our clients love the fact that we build these things, support these things, continuously partner on them, they want more and more control back to that build versus buy piece we have often. It used to take us, you know, some time to build a design and then build a flow and whatever our new platform is really kind of Generating itself. So it's a AI native and the fact that you can log in to as a customer ⁓ write what you want as the next self-service module. it's gonna tell you what you should consider and then you can build it how you want and we can deploy it in seconds versus some time there to build those things. So that's coming new for us. got a lot of interest in outbound lately. There's a lot of interest in outbound communications and being with your folks. We've been doing it for decades. It's had an refresh that we're working through days. So that's some of the new focuses we have. Gina Gibson: Mm-hmm. Wonderful. so to wrap things up, gentlemen, I've always been a fan of James Lipton. So I end with the three little rapid fires. So David, we'll start with you. What's your favorite word? David Araiza: just convobulate. Gina Gibson: That's awesome. how about you? Brian Bremer: partnership. Gina Gibson: What's your least favorite word, Brian? Brian Bremer: Losing. Gina Gibson: You David Araiza: Can't. It's technically not a word, but yeah, can't. Gina Gibson: excites you the most David? David Araiza: My family. Gina Gibson: And how about you, Brian? Brian Bremer: had to not steal the same one back, because I was going to say that too. Gina Gibson: Yeah. Brian Bremer: No limits to the future. Gina Gibson: And gentlemen, if anybody wants to learn more about MosaicXX or 360 or all your entire product suite, who should they reach out to? Brian Bremer: Yeah, give us a call. Start with me. I'm the new business folks. David gets my to take from there after we sell those things. So Brian Bremmer, Brian.Bremmer, at mosaics.com. Call Gina too. Gina is an amazing partner and one that we trust deeply. So give her a shout and we'll happily talk. Gina Gibson: it is always such a pleasure to see you and thank you so much for your time and for joining us today. I really enjoyed our conversation. Brian Bremer: Thanks, Gina. David Araiza: Thanks for having us.