Top Contact Center Stories of 2014: Page 4 of 14

One of the contact center highlights of Enteprise Connect 2014 was the launch of Altocloud by Barry O'Sullivan, former general manager of Cisco's Collaboration business. This slide gives a good sense of the components of one of the trends of 2014, Customer Journey Management:

• Create Persona Clusters to better understand your customers.
• Observe and understand how people interact with your website and with your employees using Journey Patterns.
• Determine what customer groups (Persona Clusters) exhibit what behavior (Journey Patterns) that may indicate "intent to buy," "just shopping," or "important and really need help"... then take action with Action Maps.

For an update on Customer Journey in general and Altocloud in particular (among others), Ovum analyst Aphrodite Brinsmead will be running a session on the topic in the Contact Center Track at Enterprise Connect 2015.