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Four Journeys, One Destination: Customer Experience Excellence


Happy face showing positive customer experience
Image: oatawa -

Cloud technology has brought an entirely new ecosystem of innovations to the contact center.
In this paper by Sheila McGee-Smith of McGee-Smith Analytics, we highlight the experiences of four Cisco customers that have transitioned to cloud-based contact center solutions, and the specific benefits each has seen.
The factors that drove each to initiate a change in their contact center solution are unique. But there are also common elements in each company’s story, in the benefits they have derived since implementation, and their plans for adding functionality in the future.