How Docusign simplified and accelerated its Genesys migration

At Reverb24, Docusign’s lead engineer, Vipin Kalra, joined our Chief Customer Officer, Michelle Birch for a customer panel to share how communications, particularly voice, play a critical role behind the scenes at Docusign.

• Voice as a primary channel: Their voice operations are mission‑critical. Even though the brand is known for digital signatures, voice remains a primary channel supporting global sales and customer support across more than 25 countries. 
• Carrier consolidation for modernization: Their digital‑transformation push in 2021 emphasized agility. As part of their move to Genesys, Docusign sought rapid, flexible carrier consolidation. They chose Bandwidth to keep up their momentum, without disrupting the customer experience that underpins their business.
  

Transcript:

Michelle: I am really excited about this next part in our live event today. We have invited three of our enterprise customers to join us for a conversation about the future of communications and to have them share some of their story about how they connect with Bandwidth Cloud with their choice of contact center via Maestro.

So please join me in welcoming Adam Smith from Dexcom, Joe DeLuca from Wyndham Hotels and Resorts, and Vipin Kalra from Docusign.

Welcome, and thank you so much for making the trip to our Raleigh headquarters today.

Each of you are great examples of how I get to keep watching our customers do cool things with Bandwidth, And I’m very excited for you to share your stories today.

[Extract from: Docusign]

Michelle: Vipin, you’re here from Docusign. And when people think Docusign, they may not necessarily think communication. So help us understand a little bit about communication’s role at Docusign. 

Vipin: Thank you, Michelle, and I appreciate to be here. Awesome Bandwidth team.

Within Docusign, chances are you would have signed your mortgage or job offer letter through Docusign. But there’s a lot of things goes behind the scene. The voice is a primary communications channel for us, where we do support you and inbound sales on commercial lines for our commercial customers.

And we support, everything coming over Bandwidth. We operate in over 25 countries. And, behind the scenes, we have integration with the Genesys platform.

Michelle: So earlier, David told us a little bit about your carrier consolidation journey. I think it was nine carriers. Tell us a little bit more about that.

Vipin: Spring of 2021, I was looking for consolidating our carrier, because, obviously, we were doing our digital transformation journey, moving over to Genesys.

And, we reached out to all of our carriers about doing those integrations and migration over Genesys. Everyone was coming with 45 days, 60 days, 3 months lead time.

I still recall my first meeting with Nate and Mehmet from your team.  30 minutes meeting – first 15 minutes is ‘this is what I want’ and last 15 minutes were, ‘here’s a document’, ‘here’s your test account, go for it’. And in next 45 minutes, my lines were really hot. Integration was done with Bandwidth platform, and we are not going back to any of those carriers all over again.

Michelle: I do love hearing our customers talk about how great we support them. I appreciate that very much. We often hear too, that simplicity is what leads to carrier consolidation and platform integration with partners like Genesys. This is an example of true collaboration with what Maestro has to offer.

[….]

Michelle: Okay. Last question for everyone.

Customer experience is definitely near and dear to all of us, whether we’re talking about internal customers and uptimes or external customers, who really care about the customer experience and how they consume our products.

Tell us one story, maybe that really significantly impacted outcomes, in terms of your integration with Bandwidth? Vipin, we’ll start with you.

Vipin: Certainly. So what Bandwidth has done is given the power of control of my voice infrastructure in my hand. No more calling to my carrier and figuring out who owns the number.

By doing that, I can assure a 10 percent or less time to detect for any issues to my business stakeholders, which is extremely powerful because every minute loss of productivity is a loss of dollar revenue for us and a CSAT score. And that’s, I’m really thankful to Bandwidth, having that partnership and building up such an innovative product and putting that power in our hands, to make our lives successful. Thank you so much.

Michelle: We look forward to seeing these partnerships flourish. And as Bandwidth serves enterprises like these guys, we understand how critical it is to have strong relationships with the platforms they work with.

I mentioned that Wyndham is integrated with Five9. Dexcom and Docusign have chosen to integrate with Genesys. Like Devesh said, we don’t have favorites.

As you can see, you have the freedom to choose, and we’ll meet you where you are. When talking about partnership and integration between our two platforms, we do have some information from Genesys.

So Genesys shared:

“Partners like Bandwidth are an essential part of the Genesys Cloud Platform ecosystem.

Our platform allows flexible telephony connection options, making it possible for Bandwidth customers to easily bring Bandwidth directly to their Genesys Cloud deployment via a deep integration. Through our collaboration, joint customers can benefit from best-in-class AI-powered customer and employee experiences delivered from Genesys on Bandwidth’s high-quality network.”